Forum GLPI-Project

lordbat

Member

From: Spain

Registered: 2016-02-12

Posts: 201

[Issue] ITIL category origin created on transfers ticket to new entity

Situation:

I have the same tech profile assigned in multiples entities.  This profile can transfer but in ITIL Categories doesn't have any rights (CRUD).
By logic if this technician transfer a ticket to another entity, but if the current entity have an ITIL Category when the entity destination doesn't exists, the ITIL category is created by the tech user who trasfered the ticket.

This is not suppose to happened but it does.

Maybe this could be a bug, or at least if the ITIL Category doesnt exist in the entity destination "clear" the origin itil category  from the ticket trasnfered.

Im using v10.0.17.

Regards!

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lordbat

Member

From: Spain

Registered: 2016-02-12

Posts: 201

Re: [Issue] ITIL category origin created on transfers ticket to new entity

Checking the glpi code i found the process when a ticket is tranfered and i found there is a piece of code when the itil category in the destiny entitiy if doesnt exist is imported to the new entity.

Im thinking to add another option on transfer template if the user wants or not "Clone/Preserve" or "Remove ITIL Category" on the transfer.

Now... i see the values of the templates are stored in one of the db tables. So this feature will need to add another column in the core table. So.... if i need to create a plugin, how i could be able to "catch" the transfer action to check the new value (in my future plugin table) to nake this change without modify the core process?

maybe @cconard96 could you suggest me.

Thanks!!

Last edited by lordbat (2025-02-26 12:51:32)

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