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#1 2019-05-08 10:46:45

k.lee
Member
Registered: 2019-05-08
Posts: 8

Business rules problem

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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#2 2019-05-09 08:58:06

k.lee
Member
Registered: 2019-05-08
Posts: 8

Re: Business rules problem

Anyone?? sad

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#3 2019-05-09 13:57:25

pieterjan.heyse
Member
Registered: 2019-05-02
Posts: 3

Re: Business rules problem

Try add a technician, instead of assign a technician.

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#4 2019-05-09 14:43:36

k.lee
Member
Registered: 2019-05-08
Posts: 8

Re: Business rules problem

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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#5 2019-05-09 15:33:35

pieterjan.heyse
Member
Registered: 2019-05-02
Posts: 3

Re: Business rules problem

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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#6 2019-05-09 15:39:12

k.lee
Member
Registered: 2019-05-08
Posts: 8

Re: Business rules problem

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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#7 2019-05-09 15:58:09

LaDenrée
HELPER
Registered: 2012-11-19
Posts: 6,146

Re: Business rules problem

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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#8 2019-05-09 16:00:56

k.lee
Member
Registered: 2019-05-08
Posts: 8

Re: Business rules problem

Hello LaDenrée, so if I understand, what I want is not possible?

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