Business Rules for Tickets (Action) Requester - Group Assign *value*

busysd · 2012-01-09 22:36:22

I am using GLPI v0.80.

I have created a Business Rule for each different group of users that will assign the group that the user belongs to as the group on the ticket. This will allow us to give each team a detailed report of how many tickets their team submitted each week/month/year.

Rules are setup as follows.

Criteria + Condition + Reason
Mail Receiver + is + helpdesk_mailbox
Requester - Group + is + Group A

Fields + Action Type + Value
Requester - Group + Assign + Group A

I currently have 13 of these rules setup and while all tickets are getting assigned to a requester group, they aren't always the group the user belongs to.

I have verified the rules and have had other techs verify as well and we cannot figure out why the rules aren't being followed and why they are being assigned to different groups.

Every user is in the proper group.

I have also tried the rules using "Requester - Location + is + Location A" with the same results. Again, all users are in the correct location on their glpi profiles.

I could really use some advice to get this working.

remi · 2012-01-10 08:04:58

Try with latest 0.80.61

busysd · 2012-01-11 14:57:20

Thanks Remi. I will try your suggestion and let you know.

busysd · 2012-01-19 16:28:48

Remi,

Using 0.80.61 and getting the same results, please advise.

busysd · 2012-01-23 18:41:30

Do you have any suggestions Remi?

remi · 2012-01-23 19:00:42

Requester - Group + is + Group A

This means, ticket have the "Requester Group A"

This doesn't mean (current mistake) "Requester is member of Group A"

So, you must explicitly set the "Requester group" when submitting the ticket.

Tips : the Behavior plugin does this automatically (useful for post-only user, or email ticket).
It can't know which is the "right" group when user have more than one, so it takes the first.

busysd · 2012-01-23 19:27:16

I'll try the Behavior plugin then, since all of our tickets come from email submission and all users are post-only.

Each user in our database only belongs to 1 group at a time. This is where we couldn't figure out why GLPI is assigned random groups to a user. Especially considering the user doesn't belong to the group it's being assigned to.

jesus · 2012-03-20 13:04:48

busysd wrote:

I'll try the Behavior plugin then, since all of our tickets come from email submission and all users are post-only.
Each user in our database only belongs to 1 group at a time. This is where we couldn't figure out why GLPI is assigned random groups to a user. Especially considering the user doesn't belong to the group it's being assigned to.

hi busysd, I was with same problem, reading your post, I solved instaling behavior plugin. But just only set twice fields, Use the requester's group : yes and Requester is mandatory : yes. That´s your business rules for ticket, Requester - Group is Group A.

This is working to me.

That´s all folks!
Att.
Jesus

SebaMinguez · 2012-04-11 22:32:48

Hello!

I upgrade from 0.80.6 (whit group rules working) to 0.83 (rule no more working). Other rule (whit no groups) works fine.

The rules are active and the behaviors plugin use the requester's group : yes

When I open a ticket group is added based on user but the rule does not work

 
GLPI  0.83 ( => /usr/share/glpi)


Server

 
Operating system : Linux it.bioceresgroup.local 2.6.18-274.7.1.el5 #1 SMP Thu Oct 20 16:21:01 EDT 2011 x86_64
PHP 5.3.9 (Core, PDO, Phar, Reflection, SPL, SimpleXML, apache2handler, bz2, calendar, ctype, curl, date, dom, ereg, exif,
    fileinfo, filter, ftp, gd, gettext, gmp, hash, iconv, imap, json, ldap, libxml, mbstring, mcrypt, mhash, mysql, mysqli, openssl,
    pcre, pdo_mysql, pdo_sqlite, session, shmop, sockets, standard, tokenizer, wddx, xml, xmlreader, xmlwriter, xsl, zip, zlib)
Setup: memory_limit="64M" max_execution_time="30" safe_mode="" session.save_handler="files" post_max_size="200M"
    upload_max_filesize="200M" 
Software: Apache ()
    Mozilla/5.0 (Windows NT 6.1; rv:11.0) Gecko/20100101 Firefox/11.0
MySQL: 5.5.17 (glpi@localhost/glpi)

/etc/glpi : OK
/var/lib/glpi/files : OK
/var/lib/glpi/files/_dumps : OK
/var/lib/glpi/files/_sessions : OK
/var/lib/glpi/files/_cron : OK
/var/lib/glpi/files/_cache/ : OK
/var/lib/glpi/files/_graphs/ : OK
/var/log/glpi : OK


LDAP directories

 
Server: 'helium.bioceresgroup.local', Port (default=389): '389', Basedn: 'dc=bioceresgroup,dc=local', Connection filter:
        '(&(objectclass=posixGroup)(cn=usuariosindear))', rootdn (for non anonymous binds): 'uid=zimbra,cn=admins,cn=zimbra', Use TLS:
        '0'
Server: 'helium.bioceresgroup.local', Port (default=389): '389', Basedn: 'dc=bioceresgroup,dc=local', Connection filter: None,
        rootdn (for non anonymous binds): 'uid=admin,ou=people,dc=bioceresgroup,dc=local', Use TLS: '0'
Server: 'helium.bioceresgroup.local', Port (default=389): '389', Basedn: 'ou=people,dc=bioceressemillas,dc=com,dc=ar',
        Connection filter: None, rootdn (for non anonymous binds): 'uid=admin,ou=people,dc=bioceresgroup,dc=local', Use TLS: '0'


Mysql replicate

 
Active : No


Notifications / Mails Receiver

 
Way of sending emails: SMTP+SSL (tickets@bioceresgroup.local@helium.bioceresgroup.local)
Mails Receiver
    Name:"tickets@bioceresgroup.local"   Server:{helium.bioceresgroup.local/imap/ssl/novalidate-cert} Login:"tickets" Password:Yes
        Active:Yes


OCS Inventory NG

 
Host for the OCSNG database : 'localhost', Connection to OCSNG database successful, Use the OCSNG software dictionary : 0


Plugins list

 
    accounts         Name:Accounts                       Version :1.8.0      Status :Enabled
    appliances       Name:Aplicativo                     Version :1.8.0      Status :Enabled
    archires         Name:Arquitectura de Red            Version :2.0.0      Status :Installed / not activated
    badges           Name:Badges                         Version :1.8.0      Status :Installed / not activated
    racks            Name:Bays Management                Version :1.3.0      Status :Installed / not activated
    behaviors        Name:Behaviours                     Version :0.83.0     Status :Enabled
    certificates     Name:Certificados                   Version :1.8.0      Status :Not installed
    databases        Name:Databases                      Version :1.5.0      Status :Enabled
    addressing       Name:Direccionamiento IP            Version :2.0.0      Status :Enabled
    domains          Name:Dominios                       Version :1.5.0      Status :New
    environment      Name:Entorno                        Version :1.6.0      Status :Enabled
    ticketmail       Name:Envoi de mail (ticket)         Version :2.1        Status :Error / to clean
    datainjection    Name:File injection                 Version :2.2.0      Status :Installed / not activated
    order            Name:Gestión de Pedidos             Version :1.6.0      Status :Installed / not activated
    resources        Name:Human Resources                Version :1.8.0      Status :Enabled
    pdf              Name:Impresión a pdf                Version :0.83       Status :Enabled
    genericobject    Name:Objects management             Version :2.1.0      Status :Enabled
    projet           Name:Proyecto                       Version :1.3.0      Status :Enabled
    ideabox          Name:Sugerencias                    Version :1.9.0      Status :Enabled
    webapplications  Name:Web applications               Version :1.8.0      Status :Enabled

Thanks!

Last edited by SebaMinguez (2012-04-11 22:43:22)

jesus · 2012-04-26 14:54:36

SebaMinguez wrote:

Hello!
I upgrade from 0.80.6 (whit group rules working) to 0.83 (rule no more working). Other rule (whit no groups) works fine.
The rules are active and the behaviors plugin use the requester's group : yes
When I open a ticket group is added based on user but the rule does not work
Thanks!

Hi guys, hi SebaMinguez, I´m with same problem with you, in GLPI vs 0.80.7 behavior plugin installed with group rules is working, but when I update to version 0.83.1 not working group rules too. Actualy I have two version, but I will maintain and working with version 0.80.7. Other bad news in update is change table´s name in database glpi_ticketcategories to glpi_itilcategories it´s changed everything!

GLPI 0.80.7

GLPI  0.80.7 (/glpi => *****/xampp/htdocs/glpi)

Operating Systems : Windows NT **** 6.1 build 7601 (Windows 7 Business Edition Service Pack 1) i586
PHP 5.3.8 (Core, PDO, PDO_ODBC, Phar, Reflection, SPL, SQLite, SimpleXML, apache2handler, bcmath, bz2, calendar, com_dotnet,
    ctype, date, dom, ereg, exif, filter, ftp, gd, gettext, hash, iconv, imap, json, ldap, libxml, mbstring, mcrypt, mhash, mysql,
    mysqli, mysqlnd, odbc, openssl, pcre, pdo_mysql, pdo_sqlite, session, soap, sockets, sqlite3, standard, tokenizer, wddx, xdebug,
    xml, xmlreader, xmlrpc, xmlwriter, zip, zlib)
Setup: memory_limit="128M" max_execution_time="30" safe_mode="" session.save_handler="files" post_max_size="8M"
    upload_max_filesize="128M" 
Software: Apache/2.2.21 (Win32) mod_ssl/2.2.21 OpenSSL/1.0.0e PHP/5.3.8 mod_perl/2.0.4 Perl/v5.10.1 (Apache/2.2.21 (Win32)
    mod_ssl/2.2.21 OpenSSL/1.0.0e PHP/5.3.8 mod_perl/2.0.4 Perl/v5.10.1 Server at *** Port 80)
    Mozilla/5.0 (Windows NT 6.1; WOW64; rv:11.0) Gecko/20100101 Firefox/11.0 FirePHP/0.7.1
MySQL: 5.5.16 (*******@***/glpi)

../config : OK
../files : OK
../files/_dumps : OK
../files/_sessions : OK
../files/_cron : OK
../files/_cache/ : OK
../files/_graphs : OK
../files/_log : OK

        behaviors        Name:Behaviours                     Version :0.80.6     Status :Enabled
    datainjection    Name:File injection                 Version :2.1.4      Status :Not installed
    massocsimport    Name:OCS import                     Version :1.5.2      Status :Enabled
    additionalalerts Name:Others alerts                  Version :1.4.0      Status :Enabled

GLPI 0.83.1

 
GLPI  0.83.1 (/glpi => ****/xampp/htdocs/glpi)

Operating system : Windows NT **** 6.1 build 7600 (Windows Server 2008 R2 Enterprise Edition) i586
PHP 5.3.8 (Core, PDO, PDO_ODBC, Phar, Reflection, SPL, SQLite, SimpleXML, apache2handler, bcmath, bz2, calendar, com_dotnet,
    ctype, date, dom, ereg, exif, filter, ftp, gd, gettext, hash, iconv, imap, json, ldap, libxml, mbstring, mcrypt, mhash, mysql,
    mysqli, mysqlnd, odbc, openssl, pcre, pdo_mysql, pdo_sqlite, session, soap, sockets, sqlite3, standard, tokenizer, wddx, xml,
    xmlreader, xmlrpc, xmlwriter, zip, zlib)
Setup: memory_limit="128M" max_execution_time="30" safe_mode="" session.save_handler="files" post_max_size="8M"
    upload_max_filesize="128M" 
Software: Apache/2.2.21 (Win32) mod_ssl/2.2.21 OpenSSL/1.0.0e PHP/5.3.8 mod_perl/2.0.4 Perl/v5.10.1 (Apache/2.2.21 (Win32)
    mod_ssl/2.2.21 OpenSSL/1.0.0e PHP/5.3.8 mod_perl/2.0.4 Perl/v5.10.1 Server at *** Port ****)
    Mozilla/5.0 (Windows NT 6.1; WOW64; rv:11.0) Gecko/20100101 Firefox/11.0 FirePHP/0.7.1
MySQL: 5.5.16 (*@**/glpi)

../config : OK
../files : OK
../files/_dumps : OK
../files/_sessions : OK
../files/_cron : OK
../files/_cache/ : OK
../files/_graphs : OK
../files/_log : OK

        behaviors        Name:Comportamental                 Version :0.83.0     Status :Enabled
    massocsimport    Name:OCS import                     Version :1.6.0      Status :Installed / not activated
    additionalalerts Name:Others alerts                  Version :1.5.0      Status :Enabled
    reports          Name:Reports                        Version :1.6.0      Status :Enabled

Att.
Jesus

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#1 2012-01-09 22:36:22