The problem we are having is if the user's email is under "Requester" , and they send in follow-ups it creates a new ticket that is linked to the original. These user's aren't in the GLPI DB so only their email address shows up. We also have some situations where a user will reply with an email address that differs from the one in GLPI's DB, in which case it will again create a new ticket rather than adding the response as a follow-up. For my organization all mail goes to u...@tamu.edu, but if they respond from the web based mail it will show up as from u...@neo.tamu.edu, which complicates things. I hope that made sense.
I just updated my dev server to 0.80.2 and it appears to be resolved. I think yall's solution is much more elegant than what I did, but it may not help in the 2nd problem case I mentioned where a user uses a different email account to respond. Thanks - Trey On Wed, Jul 27, 2011 at 2:40 AM, MoYo <m...@indepnet.net> wrote: > ** > Hi, > > thanks for your patch. > I think that you try to fix a real bug but not in the right way. > > Today, we only check for followups adding in mailcollector the requester. > But assign tech may also answer to notifcations. > We need to add a check on that. > To understand your problem, could you explain the real case of trouble ? Is > it when an assign user answer to notification ? when a user in a requester > or assign group ? when user is observer ? > > Regards > > Julien > > > > Le 27/07/2011 01:35, Trey Dockendorf a écrit : > > I've attached a git patch file that adds the ability to enable an option > for email followups from unknown users (users not in GLPI db) to be added to > existing tickets. Right now I have a few departments who operate simply by > email addresses and don't want or seem interested in adding their users to > the GLPI database. Right now all the follow-ups are coming in as new > tickets, which is causing problems. The patch adds a configuration option > to allow "anonymous followups". I've tested this on 0.80.1 , and will post > new patch later this week once I upgrade my dev server to 0.80.2. The > following had to be run on the database to add the option... > > ALTER TABLE `glpi_configs` ADD `use_anonymous_followups` TINYINT( 1 ) > NOT NULL DEFAULT '0' AFTER `use_anonymous_helpdesk` ; > > > This is my first attempt as really modifying the core GLPI code so be > gentle :) . > > Thanks > - Trey > > > _______________________________________________ > Glpi-dev mailing listGlpi-dev@gna.orghttps://mail.gna.org/listinfo/glpi-dev > > > > _______________________________________________ > Glpi-dev mailing list > Glpi-dev@gna.org > https://mail.gna.org/listinfo/glpi-dev > >
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