1

Topic: Change ticket status to new

When a new ticket is created there is a field where a category can be selected.
I have rules that add a technician group to the ticket.

After that the ticket is set in status Processing.
Allready tryed to create a rule that says put status to new, but that isn't working.

Is there a way to set the status to new after a technician group is assigned?

Found different post but they cant figure out if it's possible or not and how:

In this example the say to create a rule with Criteria : status is processing <-- but status isn't available in 9.1.2
http://forum.glpi-project.org/viewtopic.php?id=75423

In this example the conclusion is that it's not possible because rules are applyed before the change of status.
http://forum.glpi-project.org/viewtopic.php?id=156489

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Re: Change ticket status to new

Have you tried to set the field "status" as pre defined with the value "new"?

3

Re: Change ticket status to new

no not possible with core with my knowledge

yllen from your threat:
Mechanism of GLPI's statuses is played after the rules. So ticket with technician assigned will always be "processing" if status is new.

I think in other words

  • Mechanism of GLPI's statuses is played after the rules.

  • So ticket with technician assigned will always be "processing" if status before was new.

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.
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GLPI 9.1.2 /Ubuntu 14.04.4 LTS
Apache/2.4.7 (Ubuntu) - PHP 5.5.9-1ubuntu4.16 - MySQL: 5.5.49-0ubuntu0.14.04.1

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Re: Change ticket status to new

Yes when i set the status to as pre defined to new that doesn't work either.

Isn't there a workaround for this?

5

Re: Change ticket status to new

Ticket status is "new" until ticket is assigned => it means new="unassigned"

it would be inconsistent to have an "unassigned" ticket assigned to a tech.

Trouver la panne avant de réparer...
*GLPI 0.90.5+fusion90+1.0+behaviours0.90+reports+fields+appliances+pdf+badges+webservices PHP7.0 Mariadb10
*GLPI 9.1.3 (behaviours+DashBoard+fields+pdf)hebergé sur serveur mutualisé.

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Re: Change ticket status to new

Yes i understand.
But i have 2 technician groups.

These 2 groups should not see eachother tickets.

So in my rules i'm not assigning a tech but a tech group.

Is there another way i can separate the ticket in 2 groups, so i don't have to assing the ticket so they can stay in the new state?

7

Re: Change ticket status to new

I guess you need new "status" to indentify unassigned tickets to techs ?

filter by   

AND NOT assign to technician contains ^

Trouver la panne avant de réparer...
*GLPI 0.90.5+fusion90+1.0+behaviours0.90+reports+fields+appliances+pdf+badges+webservices PHP7.0 Mariadb10
*GLPI 9.1.3 (behaviours+DashBoard+fields+pdf)hebergé sur serveur mutualisé.

8

Re: Change ticket status to new

No the techs aren't the problem it's just confusing for our user.
As soon as they post a new ticket it never gets to the status new.

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Re: Change ticket status to new

You can put your group as Watcher so status will stay to New

CentOS 6.5 - PHP 5.6 - PHP 7 - MySQL 5.6  + APC + memcached
GLPI 0.90.5 SVN - GLPI 9.1.3 SVN
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

10

Re: Change ticket status to new

I have 2 groups IT and SAP.

Is there a way to only show the tickets that are for your watcher group?

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Re: Change ticket status to new

In your profile: See tickets of my groups

CentOS 6.5 - PHP 5.6 - PHP 7 - MySQL 5.6  + APC + memcached
GLPI 0.90.5 SVN - GLPI 9.1.3 SVN
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

12

Re: Change ticket status to new

I think i have it like that.

Now i created a rule to add the ticket to the correct watcher group.
The problem is that everyone can see the tickets of the different watcher groups.

So i removed the rule to add it to the technician group because then the ticket goes into status processing.

How can i configure glpi so that you only see the tickets of the watcher group you belong to?

Thanks
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13

Re: Change ticket status to new

Delete See assigned (all tickets assigned)

CentOS 6.5 - PHP 5.6 - PHP 7 - MySQL 5.6  + APC + memcached
GLPI 0.90.5 SVN - GLPI 9.1.3 SVN
Certifiée ITIL (ITV2F, ITILF, ITILOSA)