Forum GLPI-Project

TJccBR

Member

From: Brazil

Registered: 2015-06-02

Posts: 14

Disable status change on ticket creation.

Hi, first of all, I want to say that working with GLPI has been really easy, support on the forum is amazing, but I am on the final stage before I open access to other people and I need help from you.

I have multiple groups that don't want to see each others tickets, so was created rules for the categories to assign the ticket to the right group and created profiles for the groups, so they can not see all tickets but only tickets of their group, so far so good.
Problem is, ALL new tickets don't show up as new, they appear as Processing, but I need them to be created with the new status.

I have tried to create a rule to set the status to new, but nothing happens, them I tried to create a SQL trigger, but no success either.

delimiter //

create trigger PGEAJUSTENAREGRACHAMADO after update on `glpi_tickets` 
for each row
begin
 if ((TIMEDIFF(NOW(),NEW.date )<'00:00:10') and (NEW.status = 2) )then
  update `glpi_tickets` set status=1 where `id`=NEW.`id`;
 end if;
end;//

delimiter ;

I want to have new tickets with groups associated but their status must be new, what can I do?
thx

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Disable status change on ticket creation.

When a ticket is assigned to a group,its status is Processing.
In 0.85, you can create a rule in modification of the ticket. Before rules are only played at the creation of the ticket

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

TJccBR

Member

From: Brazil

Registered: 2015-06-02

Posts: 14

Re: Disable status change on ticket creation.

Thank you for replying.
I am using 85.2, how I set this kind of rule? I am realy a noob on I.T.

TJccBR

Member

From: Brazil

Registered: 2015-06-02

Posts: 14

Re: Disable status change on ticket creation.

Me again, sorry for keep asking, but knowing how to make this kind of rules its really important to me, and because its a new feature introduced on 0.85, there is little to none information on it in the usual places, I only speak English, so most of the French documentation is out of my reach.
I need to create a dictionary of rules? what logical operators, criteria and actions I need to use? I have groups assign to the tickets on creation, but they appear as processing, I want them to be new, how I set my rules?
looking forward to your response guys, thank you.

KKAdmin

Member

From: Germany

Registered: 2010-03-05

Posts: 959

Re: Disable status change on ticket creation.

Home >
Assistance >
Tickets >
Ticket templates
"Your Template"
Predefined fields.

If you do not see it, you need rights for changing templates in user profile.

You can use google translation to get frensh in you language.

https://translate.google.com/translate? … edit-text=

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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

TJccBR

Member

From: Brazil

Registered: 2015-06-02

Posts: 14

Re: Disable status change on ticket creation.

Thank you for the tips!
I was using bing translate and could't understand nothing, with google tool is some what better, but back on topic.
Using Ticket templates instead of rules to assign the groups end up with the same result, the new tickets already show as "processing", I need them to show up as new

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Disable status change on ticket creation.

With a template your status will be change.
You must create a business rule active on modification.
Criteria : status is processing
Action : status is new
But with with rule, your tickets will always have status New.
You can add criteria to fix only ticket newly created (for example: impact = 3 is fixed by default at the creation)

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

TJccBR

Member

From: Brazil

Registered: 2015-06-02

Posts: 14

Re: Disable status change on ticket creation.

Thank you! everything 100% now!

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Disable status change on ticket creation.

OK. I close this post

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)