1

Topic: Business Rules for Tickets

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,

2

Re: Business Rules for Tickets

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 0.90.5 Debian

3

Re: Business Rules for Tickets

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).

4

Re: Business Rules for Tickets

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 0.90.5 Debian

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Re: Business Rules for Tickets

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...
*GLPI 0.90.5+fusion90+1.0+behaviours0.90+reports+fields+appliances+pdf+badges+webservices PHP7.0 Mariadb10
*GLPI 9.1.3 (behaviours+DashBoard+fields+pdf)hebergé sur serveur mutualisé.

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Re: Business Rules for Tickets

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,

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Re: Business Rules for Tickets

LaDenrée, your solution is great, I never thought of that! Maybe because I'm not very comfortable with regex...

GLPI 0.90.5 Debian