Creating helpdesk requests from email?

valdoltra · 2009-02-16 17:31:16

I was wondering, is it possible to configure GLPI to automatically creates ticket and assigns it to a group from a mail user sends? And if possible, how is that done?

If an employee has a problem but is unable to access helpdesk site due any of reasons (no laptop, no VPN to establish a tunnel and so on) it would be nice if he could use something like g-mail/hotmail or any free mail to send a request.

We use GLPI 0.71.5 on Ubuntu 8.10

Regards,
vladimir

wawa · 2009-02-16 17:34:12

Hello
you could achieve it by using glpi's mail collector (gateway).
you create one gateway per entity.
then you can use business rules to affect ticket to a technician or a group

do you have entities in your glpi ?

valdoltra · 2009-02-16 17:40:31

Technically we are in testing phase. we have branch offices in different countries (I understand that entities are used to separate between different braches) but IT center for all countries is in one place so we might not use entities. Or perhaps do you consider it would be usefull using them?

regards and thanks for answer,
V

chris g · 2009-02-20 13:27:56

Hi V,

If I were you I would use entities so that you can tell which branch the problems have come from and perhaps which department from each branch as well etc. I think they are very usesful to use.

Regards,
Chris

valdoltra · 2009-02-20 14:19:24

Is it possible to change from one entity to multiple later?

Last edited by valdoltra (2009-02-20 14:20:06)

chris g · 2009-02-20 14:45:22

valdoltra wrote:

Is it possible to change from one entity to multiple later?

You can add extra Entities using Administration -> Entities

You can then give users rights to any entity or move things between entities as required. So yes you can do that whenever you need/want to.

valdoltra · 2009-02-20 14:58:50

Great Thanks!

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#1 2009-02-16 17:31:16

Creating helpdesk requests from email?

#2 2009-02-16 17:34:12

Re: Creating helpdesk requests from email?

#3 2009-02-16 17:40:31

Re: Creating helpdesk requests from email?

#4 2009-02-20 13:27:56

Re: Creating helpdesk requests from email?

#5 2009-02-20 14:19:24

Re: Creating helpdesk requests from email?

#6 2009-02-20 14:45:22

Re: Creating helpdesk requests from email?

#7 2009-02-20 14:58:50

Re: Creating helpdesk requests from email?

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