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Hello,
Version 9.1.1
I want use the automatic ticket assignment to technician. But I need the status to be converted or kept in "new". Until the technician begins to solve it.
I have created a Business rules for tickets.
Criteria -> Requester - "exists" yes. --> ALLWAYS
Status -> assign -> "New"
This rule does not work. I try to set a template whith Predefined field Status=New, but neither works
Thank you in advance.
Last edited by carlosbmc (2017-01-09 17:39:14)
GLPI 9.5.2;; FusionInventory: 9.2+1.0;; GLPI Modifications 1.1.4;; Notifications 1.1.9;; Dashboard 0.8.8;; PHP 7.3.33
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Hi
There is any way to use the automatic ticket assignment to technician, but status to be converted or kept in "new". Until the technician begins to solve it.
GLPI 9.5.2;; FusionInventory: 9.2+1.0;; GLPI Modifications 1.1.4;; Notifications 1.1.9;; Dashboard 0.8.8;; PHP 7.3.33
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I have a rule: all tickets without assigned technician automatically assign to the technician. And they remain "new" status.
Debian Stretch + nginx 1.10.3 + php7.0-fpm
GLPI v9.3.1 + Reports, Behaviors, Forms
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Thanks
I will try it. when the rule is executed?
GLPI 9.5.2;; FusionInventory: 9.2+1.0;; GLPI Modifications 1.1.4;; Notifications 1.1.9;; Dashboard 0.8.8;; PHP 7.3.33
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Hello,
I have created the rule. This rule assign the technician, but the ticket goes to "Processing (assigned) "
What version of GLPI?
GLPI 9.5.2;; FusionInventory: 9.2+1.0;; GLPI Modifications 1.1.4;; Notifications 1.1.9;; Dashboard 0.8.8;; PHP 7.3.33
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9.1.1
Criteria: Technician - does not exist - Yes
Action: Technician - add - Techinician Name
It's a last rule, but i have no any rules, except this one, which assign techinican to tickets. Maybe it's a case, but tickets without assigned techinician i recieve only through self-service portal.
Debian Stretch + nginx 1.10.3 + php7.0-fpm
GLPI v9.3.1 + Reports, Behaviors, Forms
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Thank you, I will try it.
I have a lot of technicians and ticket categories.
I will give you feedbak. Thanks!
GLPI 9.5.2;; FusionInventory: 9.2+1.0;; GLPI Modifications 1.1.4;; Notifications 1.1.9;; Dashboard 0.8.8;; PHP 7.3.33
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Mechanism of GLPI's statuses is played after the rules. So ticket with technician assigned will always be processing if status is new
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)
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