Mail Analyzer
No more duplicate tickets from email in GLPI
Mail Analyzer steps in when GLPI's mail collector is about to open a new ticket. It checks the technical identifiers of the message and of the conversation (Message-ID and References) to find out whether that email has already been received or continues a conversation that already has a ticket. The rule is simple: one email, one ticket.
FreeGLPI 10, 11 and 12
Features
The same email received again does not open another ticket. A reply to a conversation already on record, such as a "Reply all" from someone in copy, becomes a follow-up on the original ticket instead of a new ticket; if that ticket is already closed, the new one is created linked to it. If you prefer to be stricter, turn on CC chain blocking: replies exchanged between users are refused, replies to GLPI notifications still come in, and the refused sender can be notified.
No email gets lost: when the module cannot move the message out of the inbox, GLPI opens the ticket as usual. Every decision is recorded in the Audit tab. Free, for GLPI 10, 11 and 12, and it works with no mandatory configuration.
How it works
Step 1
Install and activate the module
No mandatory configuration. With the module active, repeated emails and replies within the same conversation stop opening new tickets.
Step 2
Each email is checked before it becomes a ticket
When the collector is about to open a ticket, the module checks whether the message has already been received or belongs to a conversation that already has a ticket.
Step 3
One email, one ticket
A repeated email is refused. A reply to a ticket that is not yet closed becomes a follow-up. A reply to a closed ticket opens a new one, linked to the previous one.
Step 4
Fine-tune if you wish
In the Settings tab, turn on Thread-Index, CC chain blocking and the sender notice template. The Audit tab shows every decision.
See it in action
A quick tour of what the plugin does in practice.
Video demo coming soon.
Image gallery
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Start using Mail Analyzer
View available plans or read the full article about this module.