Forum GLPI-Project

dahvakana

Member

Registered: 2012-02-13

Posts: 12

Email update -> Status changed from 'assigned' to 'not assigned'

We are experiencing the status being changed from 'assigned' to 'not assigned' in tickets that are NOT solved and this is confusing our techs. I have looked through the mail receiver rule and can't find specific status designation criteria. Does anyone else have this problem?

any ideas would be a great help, thanks guys!

Glpi -> 0.80.61
PHP -> 5.3.10
Apache -> 2.2.3
MySQL -> 5.0.95

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Glpi        ->0.90.1
PHP        ->5.6.31
Apache    ->2.4.27
MySQL    ->5.6.27

tomolimo

Member

From: Grenoble, France

Registered: 2009-05-12

Posts: 515

Re: Email update -> Status changed from 'assigned' to 'not assigned'

I saw the same if you delete the technician (= resolver).
Same If you first delete the tech before adding the new one, the ticket status will be changed to "new".
regards,
Tomolimo

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GLPI 9.2.4 - PHP 7.2.13 x64 / ProcessMaker 3.3.0-community-RE-1.7 - PHP 7.1.24 x64 / Windows 2012 x64 / IIS 8.5 / MySQL 5.7.17 x64
Worldwide: >12316 PC, >9400 users (16 languages, >11 timezones), >360k tickets, >3600 entities, >4200 groups
Raynet is ARaymond (http://www.araymond.com) IT service management

dahvakana

Member

Registered: 2012-02-13

Posts: 12

Re: Email update -> Status changed from 'assigned' to 'not assigned'

I haven't solved the underling issue, but i have a temporary fix, which may not be a useable solution for others with the same problem. I have removed the check for 'waiting' when updates are made and 'status' is reassigned, for us this only needs to be 'solved'.  The bigger problem seems to be "_reopen" is passing true even when only a regular run-of-the-mill update is being applied and combined with the check for 'waiting' the code was then updating the status. I'm going to poke around a bit more and see if i can see why "_reopen" seems to always be true for us.

--- /inc/ticketfollowup.class.php
@@ -329,1 +329,1 @@
      if (isset($this->input["_reopen"])
          && $this->input["_reopen"]
          -&& in_array($this->input["_job"]->fields["status"], array('solved', 'waiting'))) {
          +&& $this->input["_job"]->fields["status"] == 'solved') {

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Glpi        ->0.90.1
PHP        ->5.6.31
Apache    ->2.4.27
MySQL    ->5.6.27