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Hello all,
I have been trying to set up our GLPI, however having some problems with the business rules for tickets "Assign to Technician, assign: nameoftechnician".
My configuration in Business rules:
Name: assign Technician nameoftechnician
Logical operator: or
Use rule for: Add/Update
Criteria: description contains assign: nameoftechnician
Actions: Technician assign nameoftechnician
I have been testing, and when I add the rule in the first mail it works perfectly. However, if there is already an open ticket and I mail assign: nameoftechnician, the technician will not be updated on the ticket.
I have the newest version on GLPI.
What could be the problem? Or is this not possible?
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Anyone??
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Try add a technician, instead of assign a technician.
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I tried what you said and made a new rule, but it doesn't seem to work. Do you mean like this:
Name: add Technician nameoftechnician
Logical operator: or
Use rule for: Add/Update
Criteria: description contains add: nameoftechnician
Actions: Technician add nameoftechnician
Or do you mean something else?
Last edited by k.lee (2019-05-09 14:43:52)
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Yes, that is what I mean. Actions: technician add nameoftech.
That's working for me, but I'm new to the software so don't know the ins and outs of the package.
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It only works with the first mail. When the ticket is already open and you mail add: nameoftech it has no effect.
Have you tried this?
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if you mail add: nameoftech , this creates a new followup, but ticket description is not updated.
so, in this case "Criteria: description contains assign: nameoftechnician" is false and action is not triggered.
there are no criteria for "new followup content contains "
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Hello LaDenrée, so if I understand, what I want is not possible?
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