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#1 2019-02-06 15:35:13

rhsantos
Member
Registered: 2019-01-28
Posts: 4

[Solved] Duplicated tickets problem

Hello,

I want to ask a question. We are working with GLPI 9.2.2 and we have three entities. Lets say entity A parent of B and C. I have plugin Forms and I use to create a simple form to produce two tickets. One ticket goes to entity A and a duplicated ticket goes to entity B. We wanted to duplicate tickets, so when I put a solution to ticket in B the state will change to close both on tickets in A and B. However it does not work. I have checked that when we do the other way it works. If we put a solution to ticket in A then the state changes to close also in ticket from B. Is this behaviour normal or a bug? I do need to change the state from ticket in B becauses technicians use entity B, not A. It is a requirement, is there any solution?

Thanks for the help.
Ricardo

Last edited by rhsantos (2019-02-08 09:36:28)

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#2 2019-02-08 09:36:08

rhsantos
Member
Registered: 2019-01-28
Posts: 4

Re: [Solved] Duplicated tickets problem

Hello,

I have realized the problem. I can only close cloned tickets when I´m in the parent entity with sub-entities visualized. In that case, when I resolve a ticket the cloned one is also closed. I think it is a strange behaviour. Moreover there is another strange behaviour. If I create a Solution for a ticket, the ticket is closed, not resolved. I think it should be resolved and then the client should close it. Can it be changed? Where? Thanks for the help!

Regards, Ricardo

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#3 2019-02-08 09:57:47

LaDenrée
HELPER
Registered: 2012-11-19
Posts: 4,602

Re: [Solved] Duplicated tickets problem

check ticket life cycle ( administration profile)
check  administration>entities>[myEntity]>assistance tab>Automatic closing of solved tickets after  …...


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#4 2019-02-08 12:33:14

rhsantos
Member
Registered: 2019-01-28
Posts: 4

Re: [Solved] Duplicated tickets problem

Thanks!! I have changed the value and now I can see the ticket state resolved.

Regards, Ricardo

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