Send alert to technician if ticket is in specific state

jvuz · 2023-12-08 12:16:23

Hello everyone,

I was wondering if there is a way to alert a technician if a ticket, to which he/she has been assigned, needs to pay attention after a specific time? Let's say you requested the user for more info and you want to send a reminder after 2-3 days, because you haven't received a reply yet from the user. To make sure you don't forget this, is there a way to send some kind of alert to the assigned technician?

Jo

cconard96 · 2023-12-11 15:45:01

Not an alert for the technician specifically, but GLPI 10 lets you put a ticket into a pending state directly from a new followup and specify a pending reason which can automatically ask the user for an update periodically. If the user responds, the ticket is automatically taken out of the pending status. If they don't respond within a certain amount of time, the ticket can be automatically solved.

jvuz · 2023-12-11 15:49:53

Dear Cconard96, thank you for the info. Then we'll have to experiment a bit to see what is the best option for us. So this way it should be possible to set an automatic request for an update from the user and the next period we can set and the ticket will be solved if the user never replied to our questions. This is interesting.
Jo

cconard96 · 2023-12-11 16:04:33

Also, if the technicians get notifications for ticket updates/new followups, they will get a notification each time GLPI automatically asks the user for an update.

jvuz · 2023-12-21 14:07:23

OK, thank you. I've been testing the automatic followup and it's working great. I was just wondering, would there be a way to personalize these templates? For instance, is there a way to include the requester's name (first name would even be better)?
Jo

cconard96 · 2023-12-21 23:38:55

All notification templates are customizable.
Setup > Notifications > Notifications - See all notifications configured. Click any to see which template(s) it uses under the Templates tab. You can click on the template, go to the "Template translations" tab, and select the default translation to view the actual template being used. In this form, you will also see a button that will show you all of the available template tags for the notification.

https://glpi-user-documentation.readthe … lates.html

jvuz · 2024-01-04 16:23:53

Dear cconard96,
first of all, my best wishes for 2024!

Thank you for the info, but when I add for instance ##author.name## to a template, I'm getting the same output. I'm probably doing something wrong. Can you maybe point me into the right direction?
Jo

LaDenrée · 2024-01-04 17:05:34

Hi,
you should place ##author.name## in a "FOREACH" loop :

##FOREACHauthors## ##author.name## ##ENDFOREACHauthors##

jvuz · 2024-01-05 08:26:16

Thank you for this, but it's still the same result.
Now I'm wondering. I've created a template via Setup-Dropdowns-Assistance-Followup templates, but maybe this is not the way to do this?
Jo

jvuz · 2024-01-08 16:08:47

When I go to the templates and select one I would like to alter, under the contact box, I'm seeing "available variables". This gives me a list. If I want to use one, if I'm not mistaken, you should use those that are listed under Usage. But when I do this, it stays empty (for that part where I used a specific variable). Are the ones that I need, if so, how should I use them exact?

Jo

jvuz · 2024-01-08 16:37:40

Just to confirm, after playing a bit, I've managed to personalize the templates like I want, using the available variables documentation list.

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#1 2023-12-08 12:16:23

Send alert to technician if ticket is in specific state

#2 2023-12-11 15:45:01

Re: Send alert to technician if ticket is in specific state

#3 2023-12-11 15:49:53

Re: Send alert to technician if ticket is in specific state

#4 2023-12-11 16:04:33

Re: Send alert to technician if ticket is in specific state

#5 2023-12-21 14:07:23

Re: Send alert to technician if ticket is in specific state

#6 2023-12-21 23:38:55

Re: Send alert to technician if ticket is in specific state

#7 2024-01-04 16:23:53

Re: Send alert to technician if ticket is in specific state

#8 2024-01-04 17:05:34

Re: Send alert to technician if ticket is in specific state

#9 2024-01-05 08:26:16

Re: Send alert to technician if ticket is in specific state

#10 2024-01-08 16:08:47

Re: Send alert to technician if ticket is in specific state

#11 2024-01-08 16:37:40

Re: Send alert to technician if ticket is in specific state

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