Change status to "Awaiting User"?

elliot01 · 2013-07-24 18:29:52

Hi all,

We would like to be able to change the status of a ticket to something like "Awaiting User", once a technician has added a follow-up.

Typically, we use follow-ups to liaise back to the user/customer ("can you turn it off and on again?", "can you submit a screenshot?"), so once this has been done, we don't want other technicians wasting time looking at these tickets to review the situation.

Likewise, we'd like the ticket status to change back to "Processing (assigned)" (or whatever), once the customer/user has replied to the follow-up. It needs to be flagged as ready for the technician to attend to.

I have looked at business rules, but these only seem to affect new tickets being opened. Ideally I guess we'd like a 'trigger' of sorts which says "if a follow-up is made by a tech, change status to "Awaiting User" else, change status to "Processing".

Is there any way to achieve this goal?

Thank you!

Elliot

geoalbi · 2013-07-25 22:02:49

First, you cannot add another status to the ticket. I know it would have been useful, but the way they decided to implement ITIL made it this way (I guess). It cannot be easily changed since these statuses are used for measuring SLA times, some status changes are automated (ex: add a tech to a ticket and it will go from "new" to "allocated" and are used in the built in statistics.

Normally, as per ITIL, while waiting for requester user feedback the SLA is supposed to be frozen, exactly as you want your implementation to be. I haven't tested this so far in GLPI.

Also, you are right, business rules (your triggers) are only played on ticket creation and cannot be reprocessed on ticket update. If you are the adventurous kind, there is a topic on the subject:
http://www.glpi-project.org/forum/viewt … p?id=24333

ddurieux · 2013-07-25 22:59:15

When ticket is in status 'waiting', the SLA is frozen

vlegros · 2013-07-26 13:39:07

Hello. In our case, if we are waiting for a user response, the technician changes the status to Pending
Manual action, but works fine

elliot01 · 2013-07-30 12:11:29

Hi guys,

Thanks for the replies.

vlegros, your suggestion is similar to what we had already considered, but we really need a way to
a) Make it clear to end-users that progression of the ticket is dependent on their feedback (i.e.: clearly stating 'awaiting user response' would be ideal).
b) Once the end-user has responded, technicians are clearly (and automatically) aware that this ticket is ready to be resumed.

It's interesting, that we work some major IT companies who all operate helpdesks and the majority have an 'awaiting customer', 'on customer', 'customer response needed' etc type of setup. Would love to see something similar come to GLPI.

Elliot

vlegros · 2013-07-30 14:37:00

We do it through a communication to end users that they need to reply to the requests, and by educating Service Desk people to act like that... That's easy for them, as if we wait 3 month for a requester response, they won't be affected by this slow time which is not their fault

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#1 2013-07-24 18:29:52

Change status to "Awaiting User"?

#2 2013-07-25 22:02:49

Re: Change status to "Awaiting User"?

#3 2013-07-25 22:59:15

Re: Change status to "Awaiting User"?

#4 2013-07-26 13:39:07

Re: Change status to "Awaiting User"?

#5 2013-07-30 12:11:29

Re: Change status to "Awaiting User"?

#6 2013-07-30 14:37:00

Re: Change status to "Awaiting User"?

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