Tweaking the Rules System

Plight · 2009-01-16 19:31:38

After working with glpi over the past 2 months or so, I can honestly say it is one of the best open source helpdesk software out there. The main problem I see, is with the rules system and technican created tickets. There are a couple quirks that make it a bit cumbersome to use and make ticket management a bit difficult.

It would be extremely helpful to allow multiple conditions (AND, OR) in rules. This would partly solve the first issue (allowing an additional check in the rules). Right now we have a rule for every category (30+). It makes the rules system a bit "unruly". Instead of having a rule for every category, if we had multiple conditions, we would only need a rule for every technician (6).

My other issue is related to tickets created by technicians. When a technician is creating a ticket, it is usually for something they have allready worked on - so it would be assigned to the creator. The problem is, the rules system still grabs these tickets. So it makes double work - the technician needs to reassign the ticket to themselves after it is created. The easy solution would be to automatically assign the ticket to the technician if the requestor is <Nobody>. The only way to do this right now is to make yet another rule for every category.

The second issue could be worked around more easily if we had multiple conditions in the rule set.

My final issue has to do with rules and entities - but that is being changed in 72.

MoYo · 2009-01-16 20:45:10

For the first issue could you give us examples ?
Mixing condition is not easy to do. I create a ticket :
https://dev.indepnet.net/glpi/ticket/1218

I open a ticket for the second issue. We will discuss of it.
https://dev.indepnet.net/glpi/ticket/1217

Plight · 2009-01-16 21:48:52

Thank you very much MoYo!

Regarding an example for multiple conditions:
A rule I created that does not work as is:

If category is - A or
if category is - B or
If category is - C or
If category is - D or
If requestor is - Person
->
assign to - Technician

Of course this would not work because it would test for all or any of the conditions. Either all of the conditions would need to match or just one be true for the test to pass.

The ideal rule would look like this:
If category is - A or
if category is - B or
If category is - C or
If category is - D AND
If requestor is - Person
->
assign to - Technician

I think this change would give a lot more flexibility to the rules system.

Last edited by Plight (2009-01-16 22:02:29)

Plight · 2009-01-20 18:48:21

Was thinking about this again today... in regards to the rules system parsing technician created tickets...

Would it be possible to simply switch off the rules for tickets created in command center or certain profiles?

Forum GLPI-Project

Announcement

#1 2009-01-16 19:31:38

Tweaking the Rules System

#2 2009-01-16 20:45:10

Re: Tweaking the Rules System

#3 2009-01-16 21:48:52

Re: Tweaking the Rules System

#4 2009-01-20 18:48:21

Re: Tweaking the Rules System

Board footer