Forum GLPI-Project

yvesdm

Member

Registered: 2007-06-27

Posts: 132

re-assign to another group not working?

Ok, we 've started to use glpi helpdesk in production environment yesterday
I bumped into an issue which is really concerning me coz I don't know how to solve this.

I got different entities set up for different locations.
I got the users from these locations assigned to their entity.
In 'category' I've got the applications we use.

Now when a user of entity x creates a new ticket, he chooses a category for the problem.(lets say, a problem with M$ acces)

Then I got rules set up for each category to automatically assign this ticket to the right group.
In that group are the technicians for this particular application.
This all works fine as long as the user picks the right category, BUT

When a user chooses a wrong category, the tickets gets assigned to the wrong group and we (as super-admin) are unable to change the assignement to another group. We simply can not change the group in the ticket tracking to update the ticket.  We can assign it to a single technician, but we want to assign to a group, coz there are always more technicians for each application.

Am I doing something wrong? All help is greatly appreciated!
Many tnx
Yves

PS This problem is not happening when a ticket is made by a user assigned to the root entity.

EDIT: Just noticed, All groups of technicians are assigned to the root entity. This is because they give support for all entities. But it seems like groups can not be recursive, like users. Would this be the reason of my problems? If yes, what's the best way to solve this?

Last edited by yvesdm (2008-02-07 16:31:16)

yvesdm

Member

Registered: 2007-06-27

Posts: 132

Re: re-assign to another group not working?

I noticed I can solve this by adding the same groups (of technicians) to each entity. But I've got about 30 groups and also about 30 entities! There's got to be a better solution to this. Hope someone can help me out. tnx

MoYo

GLPI - Lead

From: Poitiers

Registered: 2004-09-13

Posts: 14,513

Website

Re: re-assign to another group not working?

no there is no solution for your problem right now. groups a specific to an entity.
will be improved in 0.75 I think

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MoYo - Julien Dombre - Association INDEPNET
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yvesdm

Member

Registered: 2007-06-27

Posts: 132

Re: re-assign to another group not working?

no there is no solution for your problem right now. groups a specific to an entity.
will be improved in 0.75 I think

This is very very bad news :-(
This is probably a silly question, but do you have any suggestion for a code hack that would give me the functionality i need?(make groups recursive for example)

I still hope someone comes up with a solution or work around, else, I guess my boss will kill me :-)

Kind regards
Yves

Last edited by yvesdm (2008-02-07 22:35:07)