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When a user makes a ticket and a tech provides a solution that works, often times the user will reply with a "thanks" or a "thank you"
The problem is that any reply will automatically reject the solution and re-open the ticket. At that point we have to go back in to manually close the ticket.
Is there a way to change this behavior?
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Hello,
Do the tech and the user both use e-mails, or is it just the user?
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Hello,
Do the tech and the user both use e-mails, or is it just the user?
The tech uses the GUI to provide a solution and the user uses email to respond.
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Try to use the API of GLPI for that.
You could make a php script analyzing every ticket and if there is "Thanks" or "Thank you" change the status of the ticket into "Solved"
Or just put in the header of the e-mail "If your problem is solved, please do not respond to it anymore"
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Or just put in the header of the e-mail "If your problem is solved, please do not respond to it anymore"
Haha, unfortunately that is already implemented and some of our users (not all!) have trouble with those directions.
Try to use the API of GLPI for that.
You could make a php script analyzing every ticket and if there is "Thanks" or "Thank you" change the status of the ticket into "Solved"
I'll look into that if the problem starts to get worse. Thanks for the reply!
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That is what I've done, if you need my script i could ajust it for you :^)
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