The current behavior:
When a major incident occurs, we receive a lot of call. The best practice is to create a ticket for the first caller and add each next callers as requester to this ticket.
Today GLPI allow to setup the sending of a notification to the “requester” based on the event “ticket creation”. Which means that the first user receive a notification.
GLPI allow also to setup a notification to the “requester” based on the event “New user in requesters” but this means that
- When adding user 2, the users 1 receives a second notification and the users 2 receives a first notification.
- When adding user 3, the users 1 receives a third notification, the users 2 receives a second notification and the users 3 receives a first notification.
- And so on…, when adding 20 users to a ticket, the user 1 receive 21 notifications…
As a consequence, we may not setup the notification to added users based on the event "new user in requesters"... Only the first user is notified.
The good news is that it is already possible today to send a notification automatically to each caller when the technician solve the incident.
by adding a recipient “last requester added" to the recipient’s notification, we would be allow to send a notification to the added users only.
In this way, each users would be informed once when calling.
Merci à Jean-Mathieu, Julien et Bazile et tous les contributeurs pour GLPI :) and thank you for reading me.
on GLPI 9.2
Customer support service by UserEcho