Forum GLPI-Project

spamma.master

Member

Registered: 2016-01-05

Posts: 70

Ticket worflow

Hello there,

I would like to restrict user to close tickets, and the only valid workflow would be:
Technician gives a solution => Delay until ticket is closed automatically if user doesnt answer (mail/followup/...) => Ticket Closed

The idea is to have no ticket closed without a solution

I heard about behavior plugin, but I dont know if that could work or not for that ? (they talk about "type of solution", and what about if someone puts the ticket as solved, the automatic delay will still close the ticket via backend?)

Thanks

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,167

Re: Ticket worflow

Hi,
behaviors plugin can make solution description mandatory
setup>general>behaviours>Description of solution is mandatory before ticket is solved/closed    Y/N
(GLPI9.2.3 +Behavoiurs 1.5.2)

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Trouver la panne avant de réparer...
GLPI10.0.10 (ubuntu 22.04 PHP8.1  Mariadb10.6 ) plugins : comportements 2.7.2 reports 1.16.0 formcreator 2.13.8, datainjection 2.13.4 fields 1.21.6

spamma.master

Member

Registered: 2016-01-05

Posts: 70

Re: Ticket worflow

Thank you very much for your answer

We currently are using GLPI 9.1.3, so I guess we could use glpi-behaviors-1.6.1.tar.gz for this version ?

Regards,

KKAdmin

Member

From: Germany

Registered: 2010-03-05

Posts: 959

Re: Ticket worflow

Yes

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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 9.3.3