Solved tickets bug or WAD?

lpalomero · 2011-03-10 09:20:14

Hello everybody.
We have been using GLPI for quite sometime and we recently updated to 0.78.2

We are in love with the new support functionalities!

We have noticed a behaviour, strange imho, possibly a bug but we are not sure. We don't want out technicians to change the category of an incident without knowledge of the service desk, so, in their profile, we marked "no" to the ability to modify incidents. But if we do so, when a technician solves a ticket, the solution is ignored and the state of the ticket is not changed to "solved".

So, is this a bug or is it working as designed?

Thanks in advance
Luis

yllen · 2011-03-10 10:17:24

If you have right to modify a ticket, you can modify all field in this ticket (without priority that has its own right).

So, if your technicien can't change the ticket, he can't resolve it.

lpalomero · 2011-03-10 10:32:18

Yes, I know. What I mean is that if the profile is granted permissions to modify tickets, using the solutions tab you add a solution and the ticket's state is changed to solved.
But if they are not granted this permission, they still have acess to the "solution" tab, and they can input text and submit a solution. But the solution is silently ignored and the ticket's state is unchanged. It would be great if you could submit a solution just having the permission to post followups.

yllen · 2011-03-10 12:22:35

Ok. I see your issue.

yllen · 2011-03-10 14:17:03

Corrected : https://forge.indepnet.net/projects/glp … ions/14062

lpalomero · 2011-03-10 15:09:19

Wow, impressive support.
My greatest gratitudes!

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#1 2011-03-10 09:20:14

Solved tickets bug or WAD?

#2 2011-03-10 10:17:24

Re: Solved tickets bug or WAD?

#3 2011-03-10 10:32:18

Re: Solved tickets bug or WAD?

#4 2011-03-10 12:22:35

Re: Solved tickets bug or WAD?

#5 2011-03-10 14:17:03

Re: Solved tickets bug or WAD?

#6 2011-03-10 15:09:19

Re: Solved tickets bug or WAD?

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