Incorrect process of association of elements in the ticket.

tabad · 2013-03-18 12:13:53

Hello to all,

The test environment

My GLPI v0.83 test environment is as following:

.- The server
   .- Ubuntu Server 12.04.2 LTS (Quantal Quetzal) - Architecture AMD64
   .- GLPI v0.83.7
      .- GLPI v0.83.7 Agents
         .- Bays Management v1.3.2
         .- Data Injection v2.2.4
         .- FusionInventory for GLPI v0.83+2.1
            .- FusionInventory v0.83+2.1
            .- FusionInventory DEPLOY v0.83+2.1
            .- FusionInventory INVENTORY v0.83+2.1
            .- FusionInventory SNMP v0.83+2.1
         .- Print to PDF v0.83.3
         .- Reports v1.6.1
         .- Shell Commands v1.5.2
         .- Web Services v1.3.1

.- The agents
   .- FusionInventory-Agent v2.2.7-3 (for Windows)
   .- FusionInventory-Agent v2.2.7-3 (for GNU/Linux)

This is the entities hierarchy (with some elements -computers- inside),

.- Root entity
   .- Sub-entity A
      .- Sub-entity A-1
         * Computer C-1
      .- Sub-entity A-2
         * Computer C-2

this is the profiles definition,

.- GLPI Administrator (can do anything)
.- Inventory Super Administrator (more restrictive than the previous one)
.- Inventory Administrator (more restrictive than the previous one)
.- Inventory Servers Manager (more restrictive than the previous one)
.- Inventory User (more restrictive than the previous one)

and this is the user 'tabad' definition,

        Login                    Entity (- Profiles)
      ---------  ----------------------------------------------------
        tabad      Root entity - GLPI Administrator (R) 
                   Sub-entity A - Inventory Super Administrator (R)
                   Sub-entity A - Inventory Administrator (R)
                   Sub-entity A - Inventory Servers Manager (R)
                   Sub-entity A - Inventory User (R)

        Note: (R) Recursive

The search engine is configured to do a global search.

Home > Setup > General Setup > Search Engine > Global Search is Yes

The user 'tabad' has done login and has selected 'Sub-entity A' as his default entity, showing 'Sub-entity A (tree structure)'.

The bugs

1.- When you create a new ticket

You can to create a new ticket of two different ways.

Indirect Way
------------
Home > Inventory > Computers
   Computer - ID 1 (Sub-entity A > Sub-entity A-1)
      Computer C-1 > 'Ticket' tab
         New ticket for this item...
            Complete the ticket fields
               Add ('Add') Button

Direct Way
----------
Home > Assistance > Tickets
   Add ('+') Button
      Complete the ticket fields
         Add ('Add') Button

In the test environment, using the indirect way, the 'tabad' user is be able to create a new ticket on the 'Sub-entity A' entity associated to the 'Computer C-1' computer, which is associated to the 'Sub-entity A-1' entity. When the same user try to create the same ticket in a direct way, he is not able; when he is completing the ticket form, the system shows him the elements of the entity in which he is, but not the elements of the sub-entities in which he is. He can not select any computer because none exists in the 'Sub-entity A' entity. In the ticket form, the system doesn't show the elements in a recursive way, even though the search engine is configured in this way.

2.- When you update a ticket

The problem the user 'tabad' has when he is trying to link the ticket with an element of a sub-entity is repeated here also. He can to link the ticket with elements of the entity in which he is ('Sub-entity A'), nothing more, even though the search engine is configured for search the elements in a recursive way.

3.- When you move a ticket from an entity to another one

The user 'tabad' have created a ticket on the 'Sub-entity A' entity associated to the 'Computer C-1' computer, which is associated to the 'Sub-entity A-1' entity. Now he tries to move this ticket from 'Sub-entity A' entity to 'Sub-entity A-2' and he is able to do it. I think this is an error; in this case, the destination entity should be always a higher entity to the entity which the element of the ticket belong. You should only be able to move a ticket linked with an element between the entities you can find along the way from the entity of the element to the root entity.

4.- When you move a element from an entity to another one

This operation is very complex. Move all the tasks associated to an element to the new destination entity of the element seems to work well (although it is possible that many tasks lose its original reference).

yllen · 2013-03-22 10:04:43

1. when the user creates a ticket, he is in which entity ?
because you only see item of the entity on which you are

2. same as point 1

3. If you have rights on the two entities, you can transfer item from one to other
So, if you are in sub-entity 1 you can transfer item from sub-entityA1 to sub-entity A2

4. Transfer if for an item. So when you transfer an item you also transfer all objects associated

tabad · 2013-03-22 12:23:24

Hello Nelly Mahu-Lasson,

yllen wrote:

1. when the user creates a ticket, he is in which entity ?
[...]

I describe that in the last paragraph of the The test environment section.

tabad wrote:

The user 'tabad' has done login and has selected 'Sub-entity A' as his default entity, showing 'Sub-entity A (tree structure)'.

The user is in the 'Sub-entity A' and is able to see all its sub-entities and elements (or items); he see 'Sub-entity A (tree structure)' in his screen.

yllen wrote:

1. when [...]
because you only see item of the entity on which you are

That is exectly the problem. Please read again the sections 1.- When you create a new ticket and 2.- When you update a ticket.

Because, what is the reason I'm able to do it with the indirect way and not with the direct way?. I think I should be able to see the elements or items of the sub-entities with the direct way. The current behaviour has none sense (for me).

yllen wrote:

3. If you have rights on the two entities, you can transfer item from one to other
So, if you are in sub-entity 1 you can transfer item from sub-entityA1 to sub-entity A2

The section 3.- When you move a ticket from an entity to another one is regarding with to move tickets and not with to move elements or items. As I said,

tabad wrote:

You should only be able to move a ticket linked with an element between the entities you can find along the way from the entity of the element to the root entity.

Following the example, a task linked with the 'Computer C-2' computer could reside in the entities 'Sub-entity A-2', 'Sub-entity A' or 'Root entity', but never in the entity 'Sub-entity A-1'.

Please Nelly, take this into account. Thanks in advance.

tabad · 2013-04-08 12:21:07

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#1 2013-03-18 12:13:53