I am using the iTop 3.1.1v community version, and currently, ticket creation through email is happening via the user ID's email. I want to configure the organization’s email ID so that whenever a user sends an email to the organization email ID, the ticket should be created under that organization. However, when I try to configure the email ID in the organization, there is no option for email configuration.
Now, the current issue I am facing is that if an agent is assigned to two different organizations, there is a conflict, and it doesn't allow the addition. Even if the configuration is successful, the problem is that a user is part of two different organizations. In such a case, which organization will the ticket be created under?
Can this be resolved, and is there a solution for this in the iTop community version?
Regards,
Rohit
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The Mail to Ticket processing is a separate extension.
What are you looking for? So jsmith@company.org (even if the person is unknown at that point) should always be created under the organization "Company", and a ticket should be opened?
It's currently not implemented in Combodo's version, nor in my (free) version of Mail to Ticket.
However, you can easily extend one of those extensions (mine was designed to be able to easily implement this kind of logic). I also have it available as a commercial extension.
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I am looking for a solution where, for example, agent ABC is a member of two different organizations. If ABC sends an email, in which organization will the ticket be created?
Currently, during the creation of an organization, there is no option to set an email ID.
To resolve this issue, I want to have the option to set an email for different organizations, so that when agent ABC sends an email, it gets sent from the respective organization's email ID, ensuring that the ticket is created in that specific organization.
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I understand now, I think. You mean when iTop sends an email notification if an agent replies in a ticket?
You can partially configure it in the email notification.
But if you're using OAuth 2.0; it comes with a limitation where iTop only seems to allow one outgoing SMTP mailbox at this point. So far, Combodo has not yet given an idea if this is a feature request, or will be implemented/considered, or if someone else should develop this.
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HI i have similar challenges before and here is what i did.
1st i modify the organization to add "SMTP Email sender" to declare what email address should be used.
then i connect all email addresses to 1 email to resolve the issue for SMTP OAuth by the way im using Gmail. you can do that on multiple sender just allow the 1 email address to sent on their behalf.
Then on the notification email call the email address that you declare in that organization.
hope it helps
Thanks
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Hi Team,
I am using the iTop 3.1.1v community version, and currently, ticket creation through email is happening via the user ID's email. I want to configure the organization’s email ID so that whenever a user sends an email to the organization email ID, the ticket should be created under that organization. However, when I try to configure the email ID in the organization, there is no option for email configuration.
Now, the current issue I am facing is that if an agent is assigned to two different organizations, there is a conflict, and it doesn't allow the addition. Even if the configuration is successful, the problem is that a user is part of two different organizations. In such a case, which organization will the ticket be created under?
Can this be resolved, and is there a solution for this in the iTop community version?
Regards,
Rohit
The Mail to Ticket processing is a separate extension.
What are you looking for? So jsmith@company.org (even if the person is unknown at that point) should always be created under the organization "Company", and a ticket should be opened?
It's currently not implemented in Combodo's version, nor in my (free) version of Mail to Ticket.
However, you can easily extend one of those extensions (mine was designed to be able to easily implement this kind of logic). I also have it available as a commercial extension.
HI @jeffrey ,
What are you looking for?
I am looking for a solution where, for example, agent ABC is a member of two different organizations. If ABC sends an email, in which organization will the ticket be created?
Currently, during the creation of an organization, there is no option to set an email ID.
To resolve this issue, I want to have the option to set an email for different organizations, so that when agent ABC sends an email, it gets sent from the respective organization's email ID, ensuring that the ticket is created in that specific organization.
I understand now, I think. You mean when iTop sends an email notification if an agent replies in a ticket?
You can partially configure it in the email notification.
But if you're using OAuth 2.0; it comes with a limitation where iTop only seems to allow one outgoing SMTP mailbox at this point. So far, Combodo has not yet given an idea if this is a feature request, or will be implemented/considered, or if someone else should develop this.
HI i have similar challenges before and here is what i did.
1st i modify the organization to add "SMTP Email sender" to declare what email address should be used.
then i connect all email addresses to 1 email to resolve the issue for SMTP OAuth by the way im using Gmail. you can do that on multiple sender just allow the 1 email address to sent on their behalf.
Then on the notification email call the email address that you declare in that organization.
hope it helps
Thanks