Newbie: a few questions.

ravenpi · 2009-01-27 00:16:27

Hi, folks. I'm seriously considering rolling out GLPI, because it seems far more straightforward than OTRS, and also a better end-user experience. That being said, there are a few things I either don't understand, or that aren't supported. So:

1) We need to have multiple queues. Would this be accomplished by way of groups?

2) It would be super-duper handy if e-mail could create a ticket, and be automatically assigned to the appropriate queue based on recipient address, e.g., e-mail to "facilities@helpdesk.foo.com" would go to the facilities queue, while e-mail to "it@helpdesk.foo.com" would go to the IT queue. Is there a way to do this? Based on what I've read, it seems that the answer is probably "No," which would almost certainly be a show-stopper... but I'd be glad to be corrected if I missed something.

Thanks!

-Ken

remi · 2009-01-27 00:22:14

1/ use groups for this.

2/ use mail gateway and/or bussiness rules.

+

EmpereurZorg · 2009-01-27 00:33:36

1) Can't you use groups on mail server ? (not sure i undersand the question )
2) I can't test the behaviour of glpi with 2 alias on the same mail (mail server side conf) ? If it don't work, it could be a good idea (it's not on roadmap). For example to identify ticket for asking consumable@helpddesk.com and ticket for a technical.problem@helpdesk.com...

ravenpi · 2009-01-27 02:39:08

Thank you for your replies! I will now go see if I can figure out how to implement this.

Again, merci!

-Ken

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#1 2009-01-27 00:16:27

Newbie: a few questions.

#2 2009-01-27 00:22:14

Re: Newbie: a few questions.

#3 2009-01-27 00:33:36

Re: Newbie: a few questions.

#4 2009-01-27 02:39:08

Re: Newbie: a few questions.

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