You are not logged in.
Pages: 1
Topic closed
Hi,
I created only one entity, many users, some technicians, some categories for Tickets.
Now, i would like to create Business Rules for auto assignment of tickets based on the category and location of the tickets.
My requirement is:
1. If the category of the ticket is Electrical or UPS, that ticket has to assign to Tech-A automatically for all the locations except few locations (in my case 8 locations, these are very important).
2. If the category of the ticket is Electrical or UPS and location is any one of the 8 important locations, that ticket has to assign to Tech-B.
Can any one help in this. thank you,
Offline
You need several rules to accomplish this:
1. Create first rule as follows:
- Logical operator = "or"
- Criteria: category = Electrical
category = UPS
- Actions: technician Assign Tech-A
2a. Create additional rules below the first one
- Logical operator = "and"
- Criteria : category = Electrical
location = one of your 8 important locations
- Actions: technician Assign Tech-B
2b. Create second rule below the first one
- Logical operator = "and"
- Criteria : category = UPS
location = one of your 8 important locations (same as in 2a)
- Actions: technician Assign Tech-B
Create rules 2a and 2b for every of 8 important locations, every rule below rule 1. Rule 1 will be triggered for every location and initially all tickets categorized as "Electrical" or "UPS" will have Tech-A assigned as technician. After that rules below rule 1 will be triggered and will overwrite Tech-A with Tech-B for your 8 important locations.
GLPI 9.5.1 CentOS
Offline
Sir,
Thanks for your reply.
By seeing your suggestion, I got an idea as mentioned below:
1. Creating a group VIP and creating a rule as mentioned below:
Logical operator = "or"
- Criteria: Ticket Location = imp location-1
Ticket Location = imp location-2
.
.
.
Ticket Location = imp location-8
- Actions: technician group Assign VIP
2a. Create additional rules below the first one
- Logical operator = "and"
- Criteria : category = Electrical
technician group = VIP
- Actions: technician Assign Tech-B
2b. Create additional rules below the first one
- Logical operator = "and"
- Criteria : category = UPS
technician group = VIP
- Actions: technician Assign Tech-B
Can suggest that is this OK or will create any other problem (logically).
Offline
This would work as follows:
- Tickets from locations 1-8 would get assigned group VIP (no matter which category)
- Tickets from locations 1-8 with category "Electrical" or "UPS" will also get assigned technician Tech-B. So far so good.
- Tickets from locations other than 1-8 would get no group and no technician assigned (no matter which category).
Is that what you want? What about Tech-A?
To improve things, you could create one more rule and make it first
- Logical operator = "or"
- Criteria : category = Electrical
category = UPS
- Actions: technician Assign Tech-A
This way every ticket with category "Electrical" or "UPS" will get "Tech-A" assigned, except locations 1-8, which get technical group "VIP" and technician "Tech-B".
GLPI 9.5.1 CentOS
Offline
1. If the category of the ticket is Electrical or UPS, that ticket has to assign to Tech-A automatically for all the locations except few locations (in my case 8 locations, these are very important).
Criterion Condition Reason
Category regular expression matches (UPS|Electrical)
Ticket location regular expression does not match (location1|location2|...)
action assign TECH-A
2. If the category of the ticket is Electrical or UPS and location is any one of the 8 important locations, that ticket has to assign to Tech-B.
Criterion Condition Reason
Category regular expression matches (UPS|Electrical)
Ticket location regular expression matches (location1|location2|...)
action assign TECH-B
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
Offline
Dear grajek,
Of course, the ticket assign of all other locations (other than VIP locations) for electrical and UPS to technician-A is already done just above the business rule of VIP criterion. That is working fine.
Thank you,
Offline
LaDenrée, your solution is great, I never thought of that! Maybe because I'm not very comfortable with regex...
GLPI 9.5.1 CentOS
Offline
Pages: 1
Topic closed