Forum GLPI-Project

awcova

Member

Registered: 2019-07-06

Posts: 1

Business Rules for tickets sometimes works

I configured a rule :

Use rule: Add / Update

criteria:

Technician Group is group1
Priority regular expression matches (Low|Medium|High)

Action:
SLA Time to Resolve Assign SLA1

When i create a new Ticket, the priority is set Medium for default on ticket template.   I chose a Group "group1" (The field gruop  is empty for default in ticket template) . When i press the save buttom, the new ticket is created, but the field "SLA Time to resolve" is not set automatically by the rule.

But when i create a new Ticket, i chose a Group "group1", set the priority "Low" . When i press the save buttom, the new ticket is created, and the field "SLA Time to resolve" is set automatically by the rule, assigning the value SLA1.

It seems that both fields, considered in rule criteria, must be updated in order to activate the rule...

May someone suggets me any idea about this...?

Sorry for my english.

Last edited by awcova (2019-07-07 12:23:54)