Forum GLPI-Project

rguijarro

Member

Registered: 2024-09-24

Posts: 26

Rules to change urgency does not work

Good afternoon

I have GLPI 10.0.16 and I don't know if it's the version's fault or what, but the business rules I have about requests that involve changing the urgency of the ticket don't seem to be working.

For example:

I want to make a rule that when I receive a reply to a ticket, the urgency of the ticket changes to "high".

I have tried several ways but I can't get the urgency to change.
Right now the data I have is:

Criteria:
1- Email header >> Exists >> Yes
Actions:
1- Assign urgency >> High
2- Change status to >>Standby

Please, can someone help me or indicate if there is a way to debug the rules to know what may be happening...