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sewkol

Member

From: Poland

Registered: 2006-05-16

Posts: 23

Ticket - "Assigned to" field.

Hello everyone

I have a problem with a ticket assigned to a person.
When creating a new ticket (from the Admin or Super-Admin profile), I add the person who is responsible for this ticket in the "Assigned to" field.
After saving the ticket and I don't have any user in this field, the users in the "Requester" and "Observer" fields are correctly saved.
Where to look for the problem?

Regards
Seweryn Kolano

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Ticket - "Assigned to" field.

Which GLPI version? So you have any plugins installed?

If there is an error that occurs, it is likely in one of the GLPI log files (files/_log).

---

GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.

sewkol

Member

From: Poland

Registered: 2006-05-16

Posts: 23

Re: Ticket - "Assigned to" field.

Version of GLPI is 10.0.7. Right now I upgraded it to 10.0.9
I have 4 plugins installed: Fields, Oauth IMAP client, ocsinventoryng and Protocols manager

I looked at php-errors.log, sql-errors.log, event.log and nothing found.

I suspect there is some setting in GLPI itself. Autoassigning a user to ticket, maybe some profile permissions, etc. but I can't find it.

Regards
Seweryn Kolano

Last edited by sewkol (2023-07-13 12:38:48)

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Ticket - "Assigned to" field.

Do you have any ticket rules defined that do something with assigned technicians/groups? Administration > Rules > Business rule for Tickets

---

GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.

sewkol

Member

From: Poland

Registered: 2006-05-16

Posts: 23

Re: Ticket - "Assigned to" field.

In Business rules for tickets I have only one active - "Ticket location from item" - default, not changed.
Second one "Ticket location from user" is inactive.

In user setting I have "Pre-select me as a technician when creating a ticket" set to Yes.

Last edited by sewkol (2023-07-13 14:32:51)

sewkol

Member

From: Poland

Registered: 2006-05-16

Posts: 23

Re: Ticket - "Assigned to" field.

After some testing, I found additional information

When creating a ticket and setting its status to "New" or "Processing (assignment), the user selected in the "Assigned to" field remains.

The problem is when I create a new ticket and set its status to "Closed". In this case, after adding the ticket (save it), the "Assigned to" field is cleared.

Looks like it's not a permissions issue but some setting in the ticket flow or a bug?