Dear developers,
We've got a request from one of our customer, which concerns mail
collector service in GLPI.
The context :
- One person act as level 0, meaning that this person is dedicated to
ticket dispatching
- Users send emails to the mail collector : it might be new tickets or
followups
- In a perfect world, people would be never open a new ticket by
replying to a notification of another ticket... but we're not in a
perfect world. it happens, and theses cases will be controled by the
people who acts as a dispatcher
The use case :
- Someone sends an email to GLPI
- We make sure that all emails are not imported automaticall (see below
our propositions)
- We don't know if it should be a new ticket, or it's a followup for an
existing ticket (see the context above)
- Someone has access to the not imported email list and process each
ticket. 2 options could be available:
- import => new ticket : current behavior
- import => add followup to a new ticket : a dropdown let him choose
the list of non closed tickets
What we propose :
- add theses two new actions
- add a new rules action to automatically set emails as not imported
- add a right to access to the not imported email interface and a new
link appearing in the Assistance menu (or a better idea if you have one)
It may be an interesting fetaure, and we could implement it if you think
that it's generic enough to be integrated.
Cheers,
Walid.
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