Ticket "assigned to" based on category

Kaya84 · 2025-01-10 15:34:17

I know this has already been discussed, but I really can't find the information.

I have created a new ticket with basic information (description and requester) and saved it.
Now I need to set the category. When I update the category, I want the "Assigned to" field to automatically populate with the members of the "Group in charge" for that category.

I need to use business rules? Or what ?

Thanks!

cconard96 · 2025-01-12 03:05:12

You can set the group/user in charge fields in the category form. As long as you don't assign the tickets to someone when you create the tickets, the group/user in charge of the category should be assigned automatically.
This only works during the ticket creation.

Kaya84 · 2025-01-13 09:54:59

Ok, as I can understand, when I update an already created ticket, even if "category" field is empty, nothing will happen.
Automatic association will be only on creation time.
Right?
Thanks

cconard96 · 2025-01-13 13:36:34

Yes. Association this way only works for the creation of the ticket. If you want technicians added based on category after that, you can use Business Rules for Tickets.

Kaya84 · 2025-01-13 14:50:35

I take a look on business rules.
As I can understand, there is no a rule like "on category change set the technician group based on category" but I have to create a rule for every category, right?

cconard96 · 2025-01-14 22:48:37

Nope. You just need a single rule:

Kaya84 · 2025-01-15 09:51:25

cconard96 wrote:

Nope. You just need a single rule:
https://i.ibb.co/L8gFqz8/Selection-401.png

Thanks for the answer but I'm probably blind:
Where I have to put the #0 ??

cconard96 · 2025-01-15 13:03:25

Change Assign to "Assign the value from regular expression".

The rule criteria is a regular expression which captures the entire Category name into group #0. The action then assigns the group that matches the captured content.

Kaya84 · 2025-01-15 14:09:39

Uhm... I only have assign and add

What I'm missing?

cconard96 · 2025-01-15 14:53:50

Which version of GLPI are you using?

Kaya84 · 2025-01-15 14:55:35

cconard96 wrote:

Which version of GLPI are you using?

GLPI 10.0.15

cconard96 · 2025-01-15 14:55:49

Nevermind, I realized I am testing with the upcoming GLPI 10.0.18 and this is something that was just added for this version.

GLPI 10.0.18 should be released next month with this feature.

https://github.com/glpi-project/glpi/pull/18394

Kaya84 · 2025-01-15 14:58:17

cconard96 wrote:

Nevermind, I realized I am testing with the upcoming GLPI 10.0.18 and this is something that was just added for this version.
GLPI 10.0.18 should be released next month with this feature.
https://github.com/glpi-project/glpi/pull/18394

Thank you very much for your support.
I will wait for the next release!

Kaya84 · 2025-02-18 10:13:00

cconard96 wrote:

Nevermind, I realized I am testing with the upcoming GLPI 10.0.18 and this is something that was just added for this version.
GLPI 10.0.18 should be released next month with this feature.
https://github.com/glpi-project/glpi/pull/18394

Hi cconard, can you confirm that the new release include that functionality?

Thx

cconard96 · 2025-02-18 20:02:31

Yes. The pull request I linked was merged into the 10.0 bugfix branch before the 10.0.18 release so it is part of that version.

wjqwh · 2025-02-19 15:48:50

Hello,
Why I can't see users or group in catalog dropdown.
It says: the results could not be loaded.

Thanks.

Forum GLPI-Project

Announcement

#1 2025-01-10 15:34:17

Ticket "assigned to" based on category

#2 2025-01-12 03:05:12

Re: Ticket "assigned to" based on category

#3 2025-01-13 09:54:59

Re: Ticket "assigned to" based on category

#4 2025-01-13 13:36:34

Re: Ticket "assigned to" based on category

#5 2025-01-13 14:50:35

Re: Ticket "assigned to" based on category

#6 2025-01-14 22:48:37

Re: Ticket "assigned to" based on category

#7 2025-01-15 09:51:25

Re: Ticket "assigned to" based on category

#8 2025-01-15 13:03:25

Re: Ticket "assigned to" based on category

#9 2025-01-15 14:09:39

Re: Ticket "assigned to" based on category

#10 2025-01-15 14:53:50

Re: Ticket "assigned to" based on category

#11 2025-01-15 14:55:35

Re: Ticket "assigned to" based on category

#12 2025-01-15 14:55:49

Re: Ticket "assigned to" based on category

#13 2025-01-15 14:58:17

Re: Ticket "assigned to" based on category

#14 2025-02-18 10:13:00

Re: Ticket "assigned to" based on category

#15 2025-02-18 20:02:31

Re: Ticket "assigned to" based on category

#16 2025-02-19 15:48:50

Re: Ticket "assigned to" based on category

Board footer