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When a new ticket is created there is a field where a category can be selected.
I have rules that add a technician group to the ticket.
After that the ticket is set in status Processing.
Allready tryed to create a rule that says put status to new, but that isn't working.
Is there a way to set the status to new after a technician group is assigned?
Found different post but they cant figure out if it's possible or not and how:
In this example the say to create a rule with Criteria : status is processing <-- but status isn't available in 9.1.2
http://forum.glpi-project.org/viewtopic.php?id=75423
In this example the conclusion is that it's not possible because rules are applyed before the change of status.
http://forum.glpi-project.org/viewtopic.php?id=156489
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Have you tried to set the field "status" as pre defined with the value "new"?
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no not possible with core with my knowledge
yllen from your threat:
Mechanism of GLPI's statuses is played after the rules. So ticket with technician assigned will always be "processing" if status is new.
I think in other words
Mechanism of GLPI's statuses is played after the rules.
So ticket with technician assigned will always be "processing" if status before was new.
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
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Yes when i set the status to as pre defined to new that doesn't work either.
Isn't there a workaround for this?
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Ticket status is "new" until ticket is assigned => it means new="unassigned"
it would be inconsistent to have an "unassigned" ticket assigned to a tech.
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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
préprod : glpi10.0.15
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Yes i understand.
But i have 2 technician groups.
These 2 groups should not see eachother tickets.
So in my rules i'm not assigning a tech but a tech group.
Is there another way i can separate the ticket in 2 groups, so i don't have to assing the ticket so they can stay in the new state?
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I guess you need new "status" to indentify unassigned tickets to techs ?
filter by
AND NOT assign to technician contains ^
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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
préprod : glpi10.0.15
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No the techs aren't the problem it's just confusing for our user.
As soon as they post a new ticket it never gets to the status new.
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You can put your group as Watcher so status will stay to 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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I have 2 groups IT and SAP.
Is there a way to only show the tickets that are for your watcher group?
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In your profile: See tickets of my groups
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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I think i have it like that.
Now i created a rule to add the ticket to the correct watcher group.
The problem is that everyone can see the tickets of the different watcher groups.
So i removed the rule to add it to the technician group because then the ticket goes into status processing.
How can i configure glpi so that you only see the tickets of the watcher group you belong to?
Thanks
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Delete See assigned (all tickets assigned)
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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