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Hello everybody,
I've been using GLPI mostly as a support engineer solving tickets. This week I've been trying to setup a system that automatically creates tickets from emails sent to a specific mailbox. There are already a lot of threads about this topic on the forum I noticed. Been through some of them to get this system up in the air and I've come a long way. The receiver works. The automatic mailgate action is picking up the mails and converts them into tickets nicely. There is however a difference in the notifications depending on the type of user that has sent the email.
Some context: we are doing support for our colleagues, obviously, but also for employers working for smaller afiliated companies. Our own colleagues' users are imported into the database via LDAP. The other employers' users are manually created via the GLPI interface "Users > Add". A few basic fields are filled in: name, emailaddress, password, default profile, default entity, authorizations.
When I (a user created by LDAP) send an email to the mailbox, two notifications are sent. One back to myself with an English subject. One to the receiver's mailbox with a Dutch subject (we live in Flanders, Belgium. Dutch is our native language). When I ask someone of the afiliated companies (a manually created user) to send an email to the mailbox, only one notification is sent, to the receivers mailbox, with a Dutch subject. So the afiliated user never gets notified about his/her ticket being created because the notifications are sent back to the receiver's mailbox.
So what I don't understand are the following things:
* Why are there two notifications sent when an LDAP created user sends an email to a receiver's mailbox and only one when a manually created user sends an email to a receiver's mailbox?
* Why is the notification of a ticket created from an email sent to a receiver's mailbox by a manually created user sent back to the receiver's mailbox instead of to the mailbox of the manually created user?
I reread all of the above and I realise it's kinda confusing but I know no other way to explain it. Appologies if some stuff doesn't make sense. I can try to clarify a bit more if nessecary. Also screenshots can be provided. Thanks already for any help.
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Some extra info: When I manually create a ticket (Assistance > Tickets > Add) where the requester is a manually created user, there is only one notification sent to the mailbox of the manually created user.
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By the way, I found the answer. I needed to add a rule for assigning a ticket created through a mail receiver.
Criteria => From mail header contains "@domainname.com"
Action => Entity assign "Root entity > the entity of the domain"
Then drag and drop the rule above the default "Root" rule.
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