Notify email by source based

lekost93 4 years ago 0

I have the GLPI 9.3.3 deployed in a company of 170 employees.

Eventually, some employees do not register the ticket, and the technician has to register the ticket by placing the user as the requester and changing the "Helpdesk" source to "direct / skype / phone".

Is there any way via business rules or otherwise, for when a ticket is registered and the source is not helpdesk, I set up a template informing the user that the technician needed to open the call on his behalf and becoming aware of the need to register the ticket.