Assign tickets to groups

gracedman · 2007-03-09 23:23:53

Hello all. We are enthusiastically testing GLPI in a multi-client, distributed IT support environment and so will probably have lots of questions. In previous lives I have used ServiceMagic and Computer Associates' ServiceIT. This will be my third major Help Desk rollout.

One feature I find sorely missing is the ability to assign Help Desk tickets to groups. For example, I might have five Cisco support engineers and I would like to assign a ticket into the Cisco support group. All five engineers can see the tickets and assign it to themselves. This allows us to load balance tickets across the entire support team.

I do not see how to do this is GLPI. Am I missing something or is it truly not possible? If it isn't, may I suggest it as a new feature in an upcoming version. Many thanks to the developers of this fine product - John

anjoze · 2010-02-25 12:37:41

Hi. Maybe this is not the ideal solution but it was how I did it:
1- Create CATEGORIES with the same name of the GROUPS.
GO TO:
2- Administration\Rules\Business rules for tickets
3- Create a new Rule with the following commands:
CRITERIA: "Category" is "groupname"
ACTIONS: "Assigned to Group" assign "groupname"

This way, when the user creates the ticket he can choose the CATEGORY and the ticket will be automaticaly assigned to the GROUP with the same
name.

Now I want to FORCE user to choose the Category. Please HELP!

Thank you.

doum · 2010-02-25 12:42:47

It's in Setup > General > Restrictions > Compulsory ticket's category

anjoze · 2010-02-25 13:51:50

Thanks

There is another post to this subject:
http://www.glpi-project.org/forum/viewt … p?id=15284

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#1 2007-03-09 23:23:53

Assign tickets to groups

#2 2010-02-25 12:37:41

Re: Assign tickets to groups

#3 2010-02-25 12:42:47

Re: Assign tickets to groups

#4 2010-02-25 13:51:50

Re: Assign tickets to groups

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