The notification after update a public log via webmail/mail client

[Ladislav Kudláček]

Hello,
I have iTOP in version 2.4.x and I use this plugin: https://www.itophub.io/wiki/page?id=extensions%3Aticket-from-email

1) When I create the new ticket via webmail, the iTOP sent notification to a recipient.
2) When I update this ticket via webmail, the iTOP did not send notification to a recipient.
3) When I update this ticket via iTOP interface (not over webmail/mail client), then iTOP will be send notification to a recipient.

Where is the mistake, please?
Thanks for idea....

Best Regards,
Ladislav Kudláček

[Ladislav Kudláček]

My problem is the example number 2. Why the iTOP did not send notification after update the ticket over webmail/mail client...?

[Javier Garces]

Hello
A doubt,...
When you say webmail, ...do you want to say the itop user portal?
I'm not sure if you are talking about the extension https://www.itophub.io/wiki/page?id=extensions%3Aticket-from-email or the extension https://www.itophub.io/wiki/page?id=extensions%3Aemail_reply

In the limitations of this another extension says:

Any update of the log through the portal will not trigger the notification, use for this the standard trigger (when updated from the portal).

[Ladislav Kudláček]

Oh...I am sorry..
webmail = for example mail.google.com (over web interface but NOT from iTOP). The same problem is over Thunderbird/outlook, too.

The notifications are send only during update over iTOP (portal or advanced interface).

[Ladislav Kudláček]

But only during UPDATE. When I create the ticket over mail (status "new") then notification has been send.

[Ladislav Kudláček]

So...I use both extensions but I set the standard trigger (when updated from the portal)...but no notification after update a ticket :-(

[Ladislav Kudláček]

The problem is resolved with plugin automation ticket from email only.
Thanks Javier...