Forum GLPI-Project

spheron

Member

Registered: 2007-08-02

Posts: 32

Default Ticket State (GLPI 0.68.3)

How/where can i define a default state for new ticket?

At the moment all ticket have the state high. But i want the default state: 'in queue'. (Or something like that, i working here with the german translation of GLPI :-)  )

Thanx for help.

Greets
Marco

dhiraj

Member

From: INDIA

Registered: 2007-12-06

Posts: 77

Re: Default Ticket State (GLPI 0.68.3)

You can use Business Rules for that.  but first u ll need to configure ur dropdown and add the "in queue" thing to it.

Then create a new business rule by reaching

Admin -> Rules -> Create a BUsiness Rule

Here create a business rule where u can say something like

If priority is "Low", "HIgh" or "very high" (and so on)

then Action

set priority to "On Queue"

Note : I am using the same thing to make the default priority of tickets to "Low"

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tsmr

GLPI-DEV

From: Rennes

Registered: 2005-08-26

Posts: 11,632

Website

Re: Default Ticket State (GLPI 0.68.3)

not in 0.68.3 but in 0.7.

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Xavier Caillaud
Blog GLPI Infotel

spheron

Member

Registered: 2007-08-02

Posts: 32

Re: Default Ticket State (GLPI 0.68.3)

Many thanx for the help. I'll take a look at the upcoming 0.7 release of GLPI.

By the way: thanks for this great piece of software... Using it here with OCS and it runs great...

Greets
Marco

JMD

GLPI - Lead

Registered: 2004-09-13

Posts: 9,180

Website

Re: Default Ticket State (GLPI 0.68.3)

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JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
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rarardragon

Member

From: Birmingham, AL USA

Registered: 2008-01-11

Posts: 5

Website

Re: Default Ticket State (GLPI 0.68.3)

You can use Business Rules for that.  but first u ll need to configure ur dropdown and add the "in queue" thing to it.

Then create a new business rule by reaching

Admin -> Rules -> Create a Business Rule

Here create a business rule where u can say something like

If priority is "Low", "HIgh" or "very high" (and so on)

then Action

set priority to "On Queue"

Note : I am using the same thing to make the default priority of tickets to "Low"

I realize I'm digging up an old question here, but we'd love to do something similar to this.  I've tried a few things (creating a new database table for this particular dropdown, among other things), but have not had success.  I think I can do it if I know how you "configure ur dropdown and add the "in queue" thing to it," but if someone has done this and has some documentation on the whole process, I'll take that too.

Thanks for your help, everyone!

mlnpscda

Member

Registered: 2010-03-31

Posts: 21

Re: Default Ticket State (GLPI 0.68.3)

Pardon for bringing this old post up again.

I'm using 0.72.4 on centos5.

The rule I'd like is 'if ticket is new, then priority is 'very low'. 

On the Central -> Administration -> Rules  -> Business Rules for Tickets  I see Action Priority Assign "Very Low"  But I don't see how to set the criteria to If Ticket is New.  Am I missing something?

Additionally, under Central -> Setup -> Dropdowns I don't see how to add/change Priorities.  Is this not available?

Thanks!

remi

GLPI-DEV

From: Champagne

Registered: 2007-04-28

Posts: 7,127

Website

Re: Default Ticket State (GLPI 0.68.3)

> ...If Ticket is New
Rules are only applied on new ticket

> I don't see how to add/change Priorities.  Is this not available?
This will be possible in 0.78 (For Urgency / Impact, Priority is computed)

+

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mlnpscda

Member

Registered: 2010-03-31

Posts: 21

Re: Default Ticket State (GLPI 0.68.3)

> Rules are only applied on new ticket
Did not know that.  So that resolves that one.

> This will be possible in 0.78 (For Urgency / Impact, Priority is computed)
OK.  I can wait.

BTW, I was reading somewhere (maybe in 0.80 comments?) somebody was making a case for  using "Due Date" assignable by the requester.  I'd like to cast a vote for that also.   In practice very few requestors will say anything is less than important.  But asking for something specific is better information to work with and plan with.  And you can also have an entry that says 'End of Year' or something similar ("End of Career" maybe?).  And that date can be changed on the fly, or as circumstances change.  But it's always specific information instead of a vague 'Medium' or 'High' (In our shop, the priority level starts at 'High' 8) ).