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Hello everyone.
I'm posting this here as this seems unintentional but if not so please let me know and I'll post on the suggestions forum.
The situation:
My company has multiple e-mail addresses used on GLPI (support@company.com, finance@company.com, hr@company.com and so on). There are rules configured so whenever a user sends an e-mail to any of those the ticket gets pushed to the correct entity and group and this works just fine.
The notifications send from GLPI, however, are all sent by a single address, no matter what group or entity the ticket is at (glpi@company.com).
When the user replies it gets put in the correct ticket and this also works just fine (this info will be relevant below).
The issue:
When a ticket is already closed and an user replies to any of its notifications nothing happens. There is no ticket created, no rejected message to the user and no e-mail in the rejection list on GLPI.
Ways we tried to circumvent this:
Enabling ticket closure notification and allowing replies to this notification. With this enabled when the used replied to the closure notification (and this notification only, not any other from this ticket) a new ticket would be created. This new ticket would be linked to the old ticket but would not trigger any rules to direct it to the correct entity. This is not ideal first because it only works with one specific notification and the ticket placement would have to be manual.
We also tried enabling a rule to reject messages sent directly to glpi@company.com and notify users. This seemed to work at first as direct messages or replies to any notification from a closed ticket would trigger this rule however after a few more tests we discovered that sometimes replies to a notification of a ongoing or pending ticket was also triggering this rule (as I said all notifications are sent from glpi@company.com).
I am at a loss. I don't think this is the intended behavior because there is no way for either the technicians or users know that a message was not received. I think there must be some way to either create a new ticket at the correct place (since there's some information on the notification the user is replying to) or let the user know that he will need to send a new message to the correct e-mail addess.
Environment info:
GLPI 10.0.16 ( => /usr/share/glpi)
Installation mode: TARBALL
Any help is appreciated.
Thank you.
Last edited by Bira (2025-03-24 14:17:20)
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