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#1 2019-05-22 21:11:59

kedson.42
Member
Registered: 2019-03-18
Posts: 3

Take Into Account doesn't work when requester assign ticket

Hi guys. I think I've found a BUG on the take into account behavior.

When any of the ticket's requesters tries to assign the ticket to another user, GLPI doesn't calculate takeintoaccount_delay_stat. If any other user who is not a requester assign the ticket to a user, GLPI calculate as expected. The problem seems to be only when the requester tries to assign the ticket to someone. I say this because when you delete the requester from the ticket and try to assign again, we get the expected result.

Steps to reproduce the behavior:

Create a ticket without anyone assigned (status = new)
Assign the ticket to another user
Check on the statistics tab if Take Into Account is filled
Check database to see if takeintoaccount_delay_stat is filled in glpi_tickets
PS: The behavior is fine when you use the ASSOCIATE MYSELF button. Also when another user who is not a requester assign the ticket.

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57986334-fac61e80-7a49-11e9-8abb-c481590f5eff.png

57986338-0580b380-7a4a-11e9-917d-516f384c1fcd.png

57986356-39f46f80-7a4a-11e9-87a4-13b22f7606a7.png





I'm using a fresh installation of GLPI 9.3.3, but I tested and got the same result on 9.4.2.
To test it properly, I unmarked "Pre-select me as Technician when Creating Ticket" at SETUP > GENERAL > DEFAULT VALUES, because I wanted to create a ticket unassigned (status=new).


Additional information:
If the user who tries to assign the tickets is part of a group that is listed as a requester of the ticket, we also can reproduce the BUG. Which means if you're a requester or is part of a group that is a requester of a ticket, you cannot assign the ticket to another user and get the takeintoaccount_delay_stat properly calculated in that ticket.

Have any of you guys noticed this?

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