Forum GLPI-Project

michael_domingues

Member

Registered: 2024-03-14

Posts: 5

Tickets through e-mail

Good morning,

I need help with GLPI configuration! How can i configure it so that an email sent, for example, to helpdesk@mycompany.com opens a ticket with the helpdesk technician, and if an email is sent to network@mycompany.com it opens a new ticket, but for the technician responsible for the network.

First of all, thank you everyone, I'm still very new to this!

Sorry for my bad english

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Tickets through e-mail

Create a mail collector (Setup > Receivers) for each mailbox you want to collect emails from.
Then, add Business Rules for Tickets (Administration > Rules > Business Rules for Tickets) for each of the mailboxes where the criteria includes "Mail receiver" which matches the specific receiver and then add an action to assign the related technician/group.

Example:
1. Create mail collector for helpdesk@mycompany.com with the name "Helpdesk".
2. Add a new ticket rule
3. Add criteria "Mail receiver IS Helpdesk"
4. Add action "Technician ASSIGN helpdesk_tech" (replace helpdesk_tech with the user you want assigned)

---

GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
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michael_domingues

Member

Registered: 2024-03-14

Posts: 5

Re: Tickets through e-mail

Thank you so much! It really works like a charm

Kestabacsi

Member

Registered: 2024-09-25

Posts: 2

Re: Tickets through e-mail

Good Morning

I have the following problem:
- the mailbox i have to collect the mails from is an O365 mailbox.
- i've set up Oauth IMAP application - Oauth Imap O365 for the mailbox.
- Created in Azure the app, assigned necessary permissions
- On running a diagnose on Oauth IMAP application - Oauth Imap O365, everything seems fine, it can access the mailbox, login, read the mails.
- Created the receiver for the Oauth Imap O365
- Added a business rule as suggested earlyer
When i click on "Get email tickets now" button in the Receiver, it accesses the mailbox, can see the test mail, but the mail is refused, so, no ticket is created. In the Information popup box it states: "Number of messages: Available=1, already imported=0, Received=1, refused=1, errors=0, blacklisted=0".
In the mailbox the mail is deleted.
What could cause this rejection?

Any help is appreciated,
Thanks, Stephen

P.S: Anonymous ticket creation and Anonymous folllowups are enabled.

Last edited by Kestabacsi (2024-09-25 12:22:15)