Question

[phamorais]

Good Morning When using the plugin in GLPI 9.4.6 and sending an email to a "CC 'recipient, the user in the" CC "field is not added to the email. Should he be added?

[tomolimo]

Hello @phamorais Could you describe step by step the issue so that I can reproduce it? Thank you, Regards, Tomolimo

[phamorais]

Hi

• Installed the plugin (version 1.6.4) with GLPI version 9.4.6
• Enabled the plugin in GLPI;
• I sent an email to user @ gmail.com, with copy to john@gmail.com

The Plugin acted correctly and did not duplicate the call, but did not add john@gmail.com as an observer to the call.

This was the result I expected.

Sorry if I'm missing something.

[tomolimo]

Hello @phamorais Do you mean that you sent two identical emails to GLPI? Thank you Regards, Tomolimo

[phamorais]

HI @tomolimo

I want that when someone sends the email to my myaccont@gmail.com account the call is opened at GLPI (and it already happens).

However, when the customer sends the email to myaccont@gmail.com, and adds an email in the "CC" field (with copy), the user's email with copy is not being included in the ticket.

[tomolimo]

Hello @phamorais

I need to understand a little bit more :) Is it like following:

1. User A send to GLPI an email E to create a ticket
2. This E email creates a ticket T1 in GLPI
3. User A re-send the same email and add in CC User B
4. GLPI will not create a new ticket (as T1 is already created from the email E: thanks to plugin)
5. what is expected is that GLPI will add User B as watcher for T1?

thank you regards, Tomolimo

[phamorais]

exactly!

However, user B does not need to be registered in my GLPI.

For that, I use the option Setup> General> Assistance>

• Allow anonymous ticket creation (helpdesk.receiver)
• Allow anonymous followups (receiver)

that way I allow users not registered with my GLPI to see the tickets.

However, when I enabled the plugin, it is not putting user B (not registered) in the Observer field.

[tomolimo]

Hello @phamorais Did you also do a test with a registered user B? To know if it will added into the ticket Thank you regards, Tomolimo

[phamorais]

Hi @tomolimo Yes.

If I answer the email with User B, instead of GLPI including a new follow-up, he opened a new ticket.

Prints example: Send e-mail, to USER A, and CC to user B

User B, has not been added to the Ticket.

[phamorais]

Hello !

I contacted Teclib support and they solved my problem. The situation I reported above will be resolved in GLPI 9.5, thank you very much for your promptness!

[tomolimo]

you're welcome