Forum GLPI-Project

innosys

Member

Registered: 2008-04-04

Posts: 2

Business rules for tickets: ability to delete

Hello,

When you create a business rule to handle types of tickets, the ability to delete a ticket when a certain type of criteria is met, is not possible.

Scenario 1:
Using nagios to monitor servers/services/networks.
When an alert is generated, it is emailed to an account and it is picked up through the mail gate and a ticket is created in GLPI.
However, a notification is also sent when the service recovers from that state, and a ticket is generated for that as well.
It would be helpful to be able to delete messages that come from the monitoring system that match the subject "Recovered"

Scenario 2:
There is a 3rd party management system that creates emails that are received and have tickets created against these messages.
What happens is every time a action is taken on the 3rd party management system, an email is generated that notifies us that says that there is a followup or a specific action has been taken on the management system.
A ticket is generated every time something changes in the management system and it send an email.
We would like to be able to write a rule against that action simply to ignore or delete the creation of a ticket meeting the "pending" subject line.

Notes:
We can not modify how / which / when emails are sent.  Some of the systems are beyond our control and can not be modified.  The emails created by these systems need to follow the process in the manner that they currently configured.

We are simply looking for guidance on how to delete tickets meeting specific criteria through GLPPI business rules.

Thanks

MoYo

GLPI - Lead

From: Poitiers

Registered: 2004-09-13

Posts: 14,513

Website

Re: Business rules for tickets: ability to delete

for the moment it is not possible.
I add a ticket to take your request into acount in a future version.

Need to find a solution not to loose mail information (forward ?)

https://dev.indepnet.net/glpi/ticket/1051

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MoYo - Julien Dombre - Association INDEPNET
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