Auto Ticket Assignment

muhammadsaadkhurshid · 2016-09-07 14:06:42

When i am creating a ticket it will create successfully. But the problem is that how the ticket assigned automatically to the technician. Because right now the ticket not assigned automatically. It assigned manually by the admin manually select the ticket and assigned it to the technician. This process is time consuming. So please help me step by step that how can a ticket assigned automatically to a technician.

Thanks

LaDenrée · 2016-09-07 14:11:40

Hi,
glpi version ?

on which criteria do you assign to technician ?
category ? material ? depending on the requester ? depending on entity ?

muhammadsaadkhurshid · 2016-09-07 14:21:44

version glpi-0.90.5.

muhammadsaadkhurshid · 2016-09-07 14:23:30

I am using ticket category.

LaDenrée · 2016-09-07 14:28:50

setup>dropdows>ticketcategories>[MyCategory]

for each category set "Technician in charge of the hardware" = [MyWonderfulTech]

then

administration>entities>[root or Myentity]>assistance (Tab)>Automatic assignment of tickets = Based on the category then the item

muhammadsaadkhurshid · 2016-09-08 06:38:46

but how to map this entity to this category?

muhammadsaadkhurshid · 2016-09-08 06:51:00

and i want that only the category which is mentioned in new ticket only that category technician can see this ticket and assigned this ticket auto to him. Not show to the other category technicians. Please kindly help in this and the previous question also.

muhammadsaadkhurshid · 2016-09-08 07:49:27

I also want that the tickets are shown in the ticket lists to the technicians is only those tickets which is assigned to him. Not all the tickets

LaDenrée · 2016-09-08 08:16:16

but how to map this entity to this category?

assignation to tech is mapped with categories not with entities.

LaDenrée · 2016-09-08 08:21:51

and i want that only the category which is mentioned in new ticket only that category technician can see this ticket

you can assign to technicians according to categories ( see previous answers) and modifiy technician profile so that he only sees tikets assigned to him :
administration>profiles>[technician]> assistance (tab)> select options you want for your techs

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#1 2016-09-07 14:06:42

Auto Ticket Assignment

#2 2016-09-07 14:11:40

Re: Auto Ticket Assignment

#3 2016-09-07 14:21:44

Re: Auto Ticket Assignment

#4 2016-09-07 14:23:30

Re: Auto Ticket Assignment

#5 2016-09-07 14:28:50

Re: Auto Ticket Assignment

#6 2016-09-08 06:38:46

Re: Auto Ticket Assignment

#7 2016-09-08 06:51:00

Re: Auto Ticket Assignment

#8 2016-09-08 07:49:27

Re: Auto Ticket Assignment

#9 2016-09-08 08:16:16

Re: Auto Ticket Assignment

#10 2016-09-08 08:21:51

Re: Auto Ticket Assignment

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