Forum GLPI-Project

RainerZufall

Member

Registered: 2013-03-22

Posts: 66

Recurring tickets

Hi,

can somebody tell me, how recurring tickets should be used? This is what I've done and happened:

- Create a recurring ticket for every hour

- an email was sent to the administrator, that a new ticket has been created, but it has no content, not even the name of the recurring ticket was there and no link to the recurring ticket, so noone would know, what to do with it

Questions:
- where can I specify the recipients of recurrent tickets?
- how can the content of the recurring ticket be transfered to the "new ticket"? do I need a template? I applied the default, which by now worked well with normal tickets

A link to the documented use of recurring tickets would also be appreciated, didn't find one.

Thank you!

p.s: Falls es hier aktive deutsch sprechende User gibt, die dürfen sich auch gerne melden!

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using GLPI 0.83.7 on Windows Server 2003 SP2

forolinux

Member

Registered: 2012-07-30

Posts: 49

Re: Recurring tickets

Each recurrent ticket has a Ticket tempalte associated.
You can add new ticket templates from the tickets section and there is where you can set the field you're asking for.

RainerZufall

Member

Registered: 2013-03-22

Posts: 66

Re: Recurring tickets

Each recurrent ticket has a Ticket tempalte associated.
You can add new ticket templates from the tickets section and there is where you can set the field you're asking for.

Thanks for your answer!

That's what I did. I've defined a default template for tickets. And I've chosen this template for the recurring ticket. The only fields to fill in text, when you add a new recurring ticket, are "Name" and "Comments". And those filled in texts are not displayed in the ticket, that appears in the ticket overview for the recurring ticket. Only empty tickets every hour, with a small hint, that the user cron_ticketrecurrent did a job. No one can see to which recurring ticket this belongs.

I hope you see my problem...

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using GLPI 0.83.7 on Windows Server 2003 SP2

forolinux

Member

Registered: 2012-07-30

Posts: 49

Re: Recurring tickets

Have you set some Mandatory fields and/or some predefined fields on your ticket template?

Customize the ticket template to meet your needs and click in update. After that you could see the resulting Standard and Simplified interfaces to check the result, clicking the Standard/Simplified interface tab of the Ticket template.

RainerZufall

Member

Registered: 2013-03-22

Posts: 66

Re: Recurring tickets

Yes, that's what I did. And the template works well with 'normal' tickets.

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using GLPI 0.83.7 on Windows Server 2003 SP2

forolinux

Member

Registered: 2012-07-30

Posts: 49

Re: Recurring tickets

Mmmmm! I can' t guess where's the problem.
Is it enabled? Subentities? I you need it, I can send you some screenshoots of one of my recurrent tickets.
Sorry

RainerZufall

Member

Registered: 2013-03-22

Posts: 66

Re: Recurring tickets

I will upload some pics tomorrow, hope they will help.

Thanks for your help so far!

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using GLPI 0.83.7 on Windows Server 2003 SP2

RainerZufall

Member

Registered: 2013-03-22

Posts: 66

Re: Recurring tickets

New recurring ticket:

The 'reminder' ticket with no info in it:

Hopefully now someone can see my problem.

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using GLPI 0.83.7 on Windows Server 2003 SP2

forolinux

Member

Registered: 2012-07-30

Posts: 49

Re: Recurring tickets

Can you upload some screenshots of the Ticket template? Predefined fields and Standard Interface tabs.
And chande the interface language to English should be a good idea
Settings -> Main -> Select Language

RainerZufall

Member

Registered: 2013-03-22

Posts: 66

Re: Recurring tickets

I have no predefined fields, maybe that's the problem?

Yes, english maybe a good idea, while we're talking here. I thought there were some german users here, but they seem to have disappeared...

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using GLPI 0.83.7 on Windows Server 2003 SP2

forolinux

Member

Registered: 2012-07-30

Posts: 49

Re: Recurring tickets

Yes!! That's the clue!.. I told you about it some posts before but my English is not good enough. I wrote 'Mandatory fields' but I meant Predefined.
Just predefine thouse fields you need, and check the result on the Simple and the Standard interface.
To use English in a English speaking users seems to be a good idea

RainerZufall

Member

Registered: 2013-03-22

Posts: 66

Re: Recurring tickets

Ok, now I got it! One really has to define a template for every recurring ticket, in which you fill in the predefined fields, you wish to have in that ticket. This does not seem very logic or good to handle, but now I know how it works.

Thank you, forolinux!

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using GLPI 0.83.7 on Windows Server 2003 SP2

forolinux

Member

Registered: 2012-07-30

Posts: 49

Re: Recurring tickets

You're welcome! I think the ticket can be closed.

RainerZufall

Member

Registered: 2013-03-22

Posts: 66

Re: Recurring tickets

Jepp!

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using GLPI 0.83.7 on Windows Server 2003 SP2