Empty Requester field

QOS · 2011-08-04 13:54:49

Hello

When creating new ticket for users with rights to assign the ticket defult behaviour is that
Requester field is empty. Instead "Assigned To" field is automatically set to current logged on user.
For users with less privileges it's ok.

Is it possible to change it that Requester field is set with current user for everyone ?

We have often situation now that the Requester is empty and I don't know who have created the ticket.

Thanks.

remi · 2011-08-04 14:03:25

> I don't know who have created the ticket.
You have the "recipient" (Open by) field

QOS · 2011-08-04 14:46:10

Ok I see it in top of the ticket. Opened on: .. By ..

I've managed to change this behaviour by giving the profile right to assign the ticket but I have set "To be in charge of the ticket:" to No.

What the right "To be in charge of the ticket:" actually is capable of ?

yllen · 2011-08-04 15:51:09

To be in charge of the ticket => when you open the ticket, your name is automatically added in Assign to (you work for the ticket, you are a technician)
To assign the ticket => you decide who will become the technician od the ticket (you dispatch tickets, you are a supervisor)

QOS · 2011-08-04 16:04:28

That explains everything.

Thanks a lot.

QOS · 2011-08-08 11:41:45

Hello again,

but there's a one "small" problem when I have disabled "To be in charge of the ticket:" for the profile.

I wanted for all users that when They open a new ticket their name will be set as requester not as assigned.
so I have disbled "To be in charge ..." for all profiles.

It's ok since the tickets are assigned automatically basing on the category,
but when I want to reassign the ticket manually there's noone on the list to be assigned (nobody can't be in charge of the ticket).

Is there a way that username will be set as requester when creating new ticket and They also could be set as Techincian (Assigned To) manually from the list ?

Thanks

remi · 2011-08-08 15:45:31

If your are a technician (right to "To be in charge of the ticket:"), you work is to fix other's issues.

So you need to tell GLPI who is the victim (the requester) of the ticket you create.

I don't think the "technician" should also be the "requester"

And yes, the technician list, only list user with the ""To be in charge of the ticket:" right

QOS · 2011-08-08 17:02:16

Hello,

I see Your point but in our environment technicians very often also have to create the tickets for the other departments and it would be much easier for them if They don't have to set the requester field each time.

In our scenario also every victim (requester) can create ticket so technicians doesn't have to create tickets for them.

yllen · 2011-08-09 10:29:13

QOS wrote:

in our environment technicians very often also have to create the tickets for the other departments and it would be much easier for them if They don't have to set the requester field each time.

If your technician creates a ticket for someone else, he isn't the request but the creator

QOS · 2011-08-09 13:08:28

Hello,

No I meant that our technicians creates the tickets that goes to the superior IT dept. with problems They can't resolve or can't do it.

Every user has the possibility to create the ticket so technicians doesn't have to do it for anybody.

So technicians are the first level of support for users but They also create the tickets if They have bigger problem.

anjoze · 2011-08-10 10:07:42

Hi. I have the same problem. I want the requester always filed withe the person who makes the thicket, so the solution was on: front/ticket.form.php, at lines 181 - 184
Comment this code:
// No default requester if own ticket right = tech and update_ticket right to update requester
//if (haveRight('own_ticket',1) && haveRight('update_ticket',1)) {
// $users_id_requester = 0;
//}

QOS · 2011-08-10 10:26:47

Hello,

Thanks anjoze that works ..!

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#1 2011-08-04 13:54:49

Empty Requester field

#2 2011-08-04 14:03:25

Re: Empty Requester field

#3 2011-08-04 14:46:10

Re: Empty Requester field

#4 2011-08-04 15:51:09

Re: Empty Requester field

#5 2011-08-04 16:04:28

Re: Empty Requester field

#6 2011-08-08 11:41:45

Re: Empty Requester field

#7 2011-08-08 15:45:31

Re: Empty Requester field

#8 2011-08-08 17:02:16

Re: Empty Requester field

#9 2011-08-09 10:29:13

Re: Empty Requester field

#10 2011-08-09 13:08:28

Re: Empty Requester field

#11 2011-08-10 10:07:42

Re: Empty Requester field

#12 2011-08-10 10:26:47

Re: Empty Requester field

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