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Hello all,
When replying to a mail that has already opened the ticket, it opens a new one. Tested with both the Observer replying or the requester replying.
Is there a way to configure RE: mails to log as followups instead of opening new tickets?
Best regard,
Terro
Last edited by Terrokkar (2024-06-27 10:16:58)
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Hello,
Have you ever tried to remove the 'To answer by email, write above this line' ?
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This is not what im talking about. Reply above this line should definetly stay as were using reply to email as followup option since most users never access GLPi directly but only communicate via mail with all the tickets.
What i actually need is:
User X@company.com sends email to IT@company.com, ticket is created in users name. In CC of that email there was a few other people lets say Y and Z.
Now one of those CCed people will reply to that original email with "reply all" function. This email will again show up in the GLPI receiver mailbox and open another ticket as GLPI treats every new mail as new ticket.
Is it possible to force GLPI via some plugin or option to check tickets for matches. Lets say if mail has "RE:" in email header to then check the rest of email header for tickets that have name matching that string. If tickets match then append that mail as followup, if no match, add as new ticket.
We have had this configured somehow before (we lost that GLPI instance, but were running GLPI ver. 9.x), but now this needs to be done again and we cant figure it out.
In email rules i can only completely deny mails with certain regex and only relevant plugin i found on marketplace is Ticketfilter, which also doesnt help since you can only match prebuilt regex.
Any advice would be greatly appreciated.
Best regards,
Terro
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