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#1 2016-10-03 17:57:26

lordbat
Member
From: SPAIN
Registered: 2016-02-12
Posts: 126

Technician profile dont update State

Hi! i have a wired problem on the technician profiles. The Technician only can interact on "Processing Ticket".

mnMD0qd.png


When a technician select "Pending" Option. The Ticket dont update and Still  in "Assigned" Status.

DGiXxaX.png


How can see Logs of actions or Debug mode on a Technician Profile?


Regards!

Last edited by lordbat (2016-10-03 18:00:39)


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[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS

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#2 2016-10-04 19:09:51

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,273

Re: Technician profile dont update State

Try to update to latest stable version (0.90.5).
We have correct many issues about processing ticket tab


CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#3 2016-10-06 13:29:54

lordbat
Member
From: SPAIN
Registered: 2016-02-12
Posts: 126

Re: Technician profile dont update State

Hi Yllen, i update to the 0.90.5 as you tell me but the problem persist.

I wanna tell you the situation i have because i dont know if was my mistake or is about the Glpi.

Recently i put a big update, that includes:

-New SLA
-New Ticket Categories
-Business Rules
-Operations Gropus Corrections (No Entities)
-Notification Templates
-New Profiles

Using my logic, because im not a developer (i am a learner tongue ) i do a copy of the entire mysql production database to test.

In test enviroment i put this new features migrating the tables affected, i use Navicat Premium to do that and i import this tables to the test DB.

glpi_slas
glpi_rules
glpi_rulesactions
glpi_rulescriterias
glpi_rulesrightparameters
glpi_itilcategories
glpi_users
glpi_group
glpi_group_users
glpi_profile
glpi_profilerights
glpi_profile_users
glpi_notifications
glpi_notificationstargets
glpi_notificationstemplates
glpi_notificationstemplatestranslations

I do that on test server and all work fine.... when i migrate the same steps on production enviroment the technician tell me about the "pending" state.

I check the same action on test enviroment and its working.


The correct question is, what i do is correct?

Thank you for your help and patience.


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS

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#4 2016-10-06 16:04:54

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,273

Re: Technician profile dont update State

Verify the right of your technicians in his profile in your server of production


CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#5 2016-11-21 12:49:55

lordbat
Member
From: SPAIN
Registered: 2016-02-12
Posts: 126

Re: Technician profile dont update State

Hi, i verify the rights and i think is ok but i still have the problem.

Life Cycle Rights:

zFP3zWl.png


Assistance Rights:

PuBNSm4.png


Regards.


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS

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#6 2017-01-04 11:15:42

lordbat
Member
From: SPAIN
Registered: 2016-02-12
Posts: 126

Re: Technician profile dont update State

any idea?


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS

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#7 2017-01-04 17:39:38

grajek
Member
Registered: 2015-03-16
Posts: 72

Re: Technician profile dont update State

Your technician's profile does not have permission to update ticket. Changing ticket's status is updating...


GLPI 9.5.1 CentOS

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#8 2017-01-04 18:13:39

lordbat
Member
From: SPAIN
Registered: 2016-02-12
Posts: 126

Re: Technician profile dont update State

grajek wrote:

Your technician's profile does not have permission to update ticket. Changing ticket's status is updating...

I dont understand your answer... is a feature on development?? or are u mentioning the UPDATE field on the technician profile?

If you are mentioning the UPDATE field, when i select him the entire ticket can be modify that is what i dont want enable to the technicians


Best Regards!


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS

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#9 2017-01-05 14:47:11

grajek
Member
Registered: 2015-03-16
Posts: 72

Re: Technician profile dont update State

I am mentioning UPDATE field on ticket's assistance rights tab. AFAIK this is the only way. You can make a test: tick this setting and create a task.


GLPI 9.5.1 CentOS

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#10 2017-03-22 16:24:42

lordbat
Member
From: SPAIN
Registered: 2016-02-12
Posts: 126

Re: Technician profile dont update State

Hi again, there is some way to fix this?? without selecting the UPDATE option on Assistance Rights??  testing on glpi 0.90.5

regards!


grajek wrote:

I am mentioning UPDATE field on ticket's assistance rights tab. AFAIK this is the only way. You can make a test: tick this setting and create a task.


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS

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#11 2017-03-22 21:07:19

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,273

Re: Technician profile dont update State

You can update a ticket if you have rights Update, Beeing in charge, Steel or Assign


CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#12 2017-03-23 11:35:03

lordbat
Member
From: SPAIN
Registered: 2016-02-12
Posts: 126

Re: Technician profile dont update State

yllen wrote:

You can update a ticket if you have rights Update, Beeing in charge, Steel or Assign

hi yllen, yes... but selecting that options can update but the Pending state dont change the status i have this profile. This is a bug? or something to change? my thinking is, if the dispatcher (with the UPDATE option selected) check the integrity of the request can modifiy category or location if is wrong, the 1st or 2nd tech support cant change the ticket data (Removing the UPDATE option) but if the tech support need info, parts or any situation who needs to put on pending status, that is the issue, when the tech select the pending status and add the task, but the status dont change.

DMu4FNO.png



Regards!

Last edited by lordbat (2017-03-23 11:38:37)


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS

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#13 2017-03-24 20:16:04

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,273

Re: Technician profile dont update State


CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#14 2017-03-27 14:50:55

lordbat
Member
From: SPAIN
Registered: 2016-02-12
Posts: 126

Re: Technician profile dont update State

I am trying the same action on GLPI 9.1.2 ( Migrating from 0.90.1 to 9.1.2) and still have the same problem updating "Pending State" Without the UPDATE  option on  Assistance Profile Tab and not changing the state.

im out of ideas....


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS

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