You are not logged in.
- Topics: Active | Unanswered
Announcement
Download last stable version of GLPI - What can you do for GLPI ? : Contribute
#1 2017-01-09 17:38:35
- carlosbmc
- Member
- Registered: 2016-12-01
- Posts: 159
Rule to set STATUS --> NEW on ticket creation
Hello,
Version 9.1.1
I want use the automatic ticket assignment to technician. But I need the status to be converted or kept in "new". Until the technician begins to solve it.
I have created a Business rules for tickets.
Criteria -> Requester - "exists" yes. --> ALLWAYS
Status -> assign -> "New"
This rule does not work. I try to set a template whith Predefined field Status=New, but neither works
Thank you in advance.
Last edited by carlosbmc (2017-01-09 17:39:14)
GLPI 9.5.2;; FusionInventory: 9.2+1.0;; GLPI Modifications 1.1.4;; Notifications 1.1.9;; Dashboard 0.8.8;; PHP 7.3.33
Offline
#2 2017-01-11 16:00:26
- carlosbmc
- Member
- Registered: 2016-12-01
- Posts: 159
Re: Rule to set STATUS --> NEW on ticket creation
Hi
There is any way to use the automatic ticket assignment to technician, but status to be converted or kept in "new". Until the technician begins to solve it.
GLPI 9.5.2;; FusionInventory: 9.2+1.0;; GLPI Modifications 1.1.4;; Notifications 1.1.9;; Dashboard 0.8.8;; PHP 7.3.33
Offline
#3 2017-01-11 16:58:10
- freewood
- Member
- From: Moscow
- Registered: 2016-01-30
- Posts: 116
Re: Rule to set STATUS --> NEW on ticket creation
I have a rule: all tickets without assigned technician automatically assign to the technician. And they remain "new" status.
Debian Stretch + nginx 1.10.3 + php7.0-fpm
GLPI v9.3.1 + Reports, Behaviors, Forms
Offline
#4 2017-01-11 17:10:30
- carlosbmc
- Member
- Registered: 2016-12-01
- Posts: 159
Re: Rule to set STATUS --> NEW on ticket creation
Thanks
I will try it. when the rule is executed?
GLPI 9.5.2;; FusionInventory: 9.2+1.0;; GLPI Modifications 1.1.4;; Notifications 1.1.9;; Dashboard 0.8.8;; PHP 7.3.33
Offline
#5 2017-01-11 17:15:31
- carlosbmc
- Member
- Registered: 2016-12-01
- Posts: 159
Re: Rule to set STATUS --> NEW on ticket creation
Hello,
I have created the rule. This rule assign the technician, but the ticket goes to "Processing (assigned) "
What version of GLPI?
GLPI 9.5.2;; FusionInventory: 9.2+1.0;; GLPI Modifications 1.1.4;; Notifications 1.1.9;; Dashboard 0.8.8;; PHP 7.3.33
Offline
#6 2017-01-11 21:57:22
- freewood
- Member
- From: Moscow
- Registered: 2016-01-30
- Posts: 116
Re: Rule to set STATUS --> NEW on ticket creation
9.1.1
Criteria: Technician - does not exist - Yes
Action: Technician - add - Techinician Name
It's a last rule, but i have no any rules, except this one, which assign techinican to tickets. Maybe it's a case, but tickets without assigned techinician i recieve only through self-service portal.
Debian Stretch + nginx 1.10.3 + php7.0-fpm
GLPI v9.3.1 + Reports, Behaviors, Forms
Offline
#7 2017-01-11 22:02:25
- carlosbmc
- Member
- Registered: 2016-12-01
- Posts: 159
Re: Rule to set STATUS --> NEW on ticket creation
Thank you, I will try it.
I have a lot of technicians and ticket categories.
I will give you feedbak. Thanks!
GLPI 9.5.2;; FusionInventory: 9.2+1.0;; GLPI Modifications 1.1.4;; Notifications 1.1.9;; Dashboard 0.8.8;; PHP 7.3.33
Offline
#8 2017-01-16 14:18:14
- yllen
- GLPI-DEV
- From: Sillery (51)
- Registered: 2008-01-14
- Posts: 15,278
Re: Rule to set STATUS --> NEW on ticket creation
Mechanism of GLPI's statuses is played after the rules. So ticket with technician assigned will always be processing if status is new
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)
Offline