Give possibility to create ticket by email "on behalf of"

9 years ago • updated by 9 years ago • 2

By default, when creating a ticket by email the writer and the requester of the ticket are equals to the email sender.

It is a good idea to implement a new feature to give users the possibility to create ticket 'on behalf of':

A user X sends an email 'on behalf of' user Y means the ticket writer will be user X, but the ticket requester will user Y.

To implement this feature, one may use a special pattern in the email body:

##From: LastName, Firstname

This feature is mainly used by service desk people when they often get emails from end-users, so instead of manually creating a ticket (doing copy/paste), then they just forward the email adding a ## in front of the "From: LASTNAME, FIRSTNAME" automatically added by the web client.

We may add the pattern in a new setting so that it can be adapted to local needs.

thank you

regards,

Tomolimo

PS: I may add this to GLPI project as it has already been developed for us.

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9 years ago

it would be intersting to know if other service desk tools have the same functionnality, and if yes how do they handle it

9 years ago

I understand the need for such feature, but, considering the medium (e-mail) implementation will be difficult (there is not many fields we can use to receive the information).

I can see the following ways (no specific order):

Subject field pattern: « ... For: FooBar » would indicate ticket is created on behalf of "FooBar" (original end-user)
Cc field: the e-mail address present in the "Cc" field is address of the person the ticket is created on behalf of (original end-user)
Reply-To field: same behavior as described above for the Cc field but using the Reply-To.

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