Forum GLPI-Project

themailguy

Member

Registered: 2024-01-19

Posts: 1

Stop "Followup" if user responds their own ticket

Hi,

I have tried now for a couple of hours doing my own research and what not, however.

I want to use GLPI only as a email ticket system. I have disabled all emails except followup, which I have also narrowed down to "Requester" only.

Now the only remaining issue I have is that if the 'requester' responds a ticket, it sends them a copy of their own response. Are there any hotfixes one could do in any of the PHP scripts to avoid this?

I obviously still want the user to get notified when a staff responds their ticket, but they shouldn't receive double up on emails when responding their own too.

--------

Now, if that is the only option, then how can I make my template a bit better?

This is my email format, the issue here is that when they respond their own ticket, it won't add a followup author...

Thank you for contacting Sales/Shipping Department!
##FOREACH LAST 1 followups##
##followup.description##
##ticket.authors##
##ENDFOREACHfollowups##

Responded By: ##followup.author##

------------------------

Previous responses on this ticket:
##FOREACHtimelineitems##
    [##timelineitems.date##] ##timelineitems.author##: ##timelineitems.description##
##ENDFOREACHtimelineitems##

Last edited by themailguy (2024-01-19 19:38:01)

Rafumel1774

Member

Registered: 2019-05-11

Posts: 131

Re: Stop "Followup" if user responds their own ticket

Not possible. This is by design, as it act as a "receipt" that something was sent to the system.

icamnos

Member

Registered: 2024-10-21

Posts: 7

Re: Stop "Followup" if user responds their own ticket

Hello. Is this issue solved? We're still experiencing the problem.

Some months ago it suddently worked properly, and because of some recent changes, it is happening again...

We do not want the requester receive emails about its own followups.

Any ideas? Thanks!!