Forum GLPI-Project

sandykrishna1988

Member

Registered: 2015-06-26

Posts: 12

Not able to route the tickets to the respective group

Hi,

I am facing  trouble with glpi. The problem is, i have created the 3 groups namely itsupport, accounts, hrdepartment in glui tool but when i create ticket for itsupport, i am getting the ticket for it but when i try to create a ticket for other than itsupport group that ticket is not routing to the respective  group.

I am new user of GLPI. Could you please help me to solve this issue and it will be great help from your end.

KKAdmin

Member

From: Germany

Registered: 2010-03-05

Posts: 959

Re: Not able to route the tickets to the respective group

I'm not sure what you mean.
You can't assign the ticket to technician group "accounts" ?
Do you assign technician rights/

---

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.
##############################################
GLPI 9.3.3

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Not able to route the tickets to the respective group

Where was created yours groups? in Administration > Groups?
Do you see yours groups in Assign part of the ticket?
Version of GLPI used?

---

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)

sandykrishna1988

Member

Registered: 2015-06-26

Posts: 12

Re: Not able to route the tickets to the respective group

sandykrishna1988

Member

Registered: 2015-06-26

Posts: 12

Re: Not able to route the tickets to the respective group

Hi,
I am explaining the issue clearly with screen shot, I guess you may understand the issue clearly by seeing these stuffs.

When i create a ticket for Itsupport.
https://drive.google.com/file/d/0B9WMDp … sp=sharing

sandykrishna1988

Member

Registered: 2015-06-26

Posts: 12

Re: Not able to route the tickets to the respective group

I can find the tickets when i login into Itsupport.
https://drive.google.com/file/d/0B9WMDp … sp=sharing

sandykrishna1988

Member

Registered: 2015-06-26

Posts: 12

Re: Not able to route the tickets to the respective group

When i create a ticket for hrsupport.
https://drive.google.com/file/d/0B9WMDp … sp=sharing

sandykrishna1988

Member

Registered: 2015-06-26

Posts: 12

Re: Not able to route the tickets to the respective group

I will not able to see the tickets when i login hrsupport
https://drive.google.com/file/d/0B9WMDp … sp=sharing

sandykrishna1988

Member

Registered: 2015-06-26

Posts: 12

Re: Not able to route the tickets to the respective group

I explain the issue with the screen shots if you need further information please let me know.

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,168

Re: Not able to route the tickets to the respective group

hi,
in your screen shot you are selecting category.
I guess youy want to assign ticket  to groups depending on their category.

there are 2 concepts : groups and categories.
it is a bit confusing because both have same name in your example.

there are at least 2 ways :

use templates : create ticket templates for each category with efined values for assigned group and  set the category template (template for incident, and template for requests)

or
use rules : when category='ITsupport'(category) then groupassign='ITsupport' (group)

---

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

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,168

Re: Not able to route the tickets to the respective group

looking at your screenshots :
you have 2 users : user 1 and hrsupport.

i guess if hrsupports creates a ticket he could see it whatevet the category.

I dont know exactly whata you want to do.
give hrsupport a profile that can see all tickets ( tech ?), then he will be able to see tickets created by all other people.

---

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

sandykrishna1988

Member

Registered: 2015-06-26

Posts: 12

Re: Not able to route the tickets to the respective group

In above screen-shot i have logged in as user1 and i am trying to create the tickets to the category hrsupport and itsupport. When i create ticket for itsupport n when i login as itsupport i can see the tickets. When i create the ticket for hrsupport & when i login as a hrsupport, I am not able to find tickets.

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,168

Re: Not able to route the tickets to the respective group

witch profile for hrsupport ?

---

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