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#1 2025-02-06 14:14:23

banzai6907
Member
Registered: 2025-02-06
Posts: 5

How to force private followup with collector

Dear everyone,

I've a collector to collect answers from our customer by email and add them into tickets.
But, my problem is when a customer make an answser by email, follow up is added to the ticket but in public mode.

I want the followup collected automatically was in private mode with the lock you know ?

Thanks a lot for your help!

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#2 2025-02-07 14:13:02

cconard96
Moderator
Registered: 2018-07-31
Posts: 3,268
Website

Re: How to force private followup with collector

Making all responses via email private followups is not supported. Simplified interface users cannot add private followups at all and it is weird to hide their responses from themselves. For standard interface users, I believe followups from emails will respect the user's preference of "Private followups by default".


GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.

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#3 2025-02-13 14:54:09

banzai6907
Member
Registered: 2025-02-06
Posts: 5

Re: How to force private followup with collector

Hey,

The problem is that we have internal technicians with standard interface where their account are configured with private followups by default but if they give an answer by email to a ticket, the followup is added in public mode so the customer will receive an email with the answer...

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#4 2025-03-02 15:54:48

piera.g
Member
Registered: 2024-10-12
Posts: 8

Re: How to force private followup with collector

Hi ,

I have the same problem. I am using the collector to retrieve colleague  emails  and customer emails. I would like:
-create new followup in private mode if the domain of email to is "mysociety.com"for example
-create new follwup in public mode if it is not the domain of my compagny

If we cannot , can we modify a followup in privtage mode  according to the source and the contain automatically with rules for example
Thanks

Last edited by piera.g (2025-03-02 15:55:22)

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