You are not logged in.
Pages: 1
Hi! i have a wired problem on the technician profiles. The Technician only can interact on "Processing Ticket".
When a technician select "Pending" Option. The Ticket dont update and Still in "Assigned" Status.
How can see Logs of actions or Debug mode on a Technician Profile?
Regards!
Last edited by lordbat (2016-10-03 18:00:39)
You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS
Offline
Try to update to latest stable version (0.90.5).
We have correct many issues about processing ticket tab
CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6 - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)
Offline
Hi Yllen, i update to the 0.90.5 as you tell me but the problem persist.
I wanna tell you the situation i have because i dont know if was my mistake or is about the Glpi.
Recently i put a big update, that includes:
-New SLA
-New Ticket Categories
-Business Rules
-Operations Gropus Corrections (No Entities)
-Notification Templates
-New Profiles
Using my logic, because im not a developer (i am a learner ) i do a copy of the entire mysql production database to test.
In test enviroment i put this new features migrating the tables affected, i use Navicat Premium to do that and i import this tables to the test DB.
glpi_slas
glpi_rules
glpi_rulesactions
glpi_rulescriterias
glpi_rulesrightparameters
glpi_itilcategories
glpi_users
glpi_group
glpi_group_users
glpi_profile
glpi_profilerights
glpi_profile_users
glpi_notifications
glpi_notificationstargets
glpi_notificationstemplates
glpi_notificationstemplatestranslations
I do that on test server and all work fine.... when i migrate the same steps on production enviroment the technician tell me about the "pending" state.
I check the same action on test enviroment and its working.
The correct question is, what i do is correct?
Thank you for your help and patience.
You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS
Offline
Verify the right of your technicians in his profile in your server of production
CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6 - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)
Offline
Hi, i verify the rights and i think is ok but i still have the problem.
Life Cycle Rights:
Assistance Rights:
Regards.
You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS
Offline
any idea?
You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS
Offline
Your technician's profile does not have permission to update ticket. Changing ticket's status is updating...
GLPI 9.5.1 CentOS
Offline
Your technician's profile does not have permission to update ticket. Changing ticket's status is updating...
I dont understand your answer... is a feature on development?? or are u mentioning the UPDATE field on the technician profile?
If you are mentioning the UPDATE field, when i select him the entire ticket can be modify that is what i dont want enable to the technicians
Best Regards!
You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS
Offline
I am mentioning UPDATE field on ticket's assistance rights tab. AFAIK this is the only way. You can make a test: tick this setting and create a task.
GLPI 9.5.1 CentOS
Offline
Hi again, there is some way to fix this?? without selecting the UPDATE option on Assistance Rights?? testing on glpi 0.90.5
regards!
I am mentioning UPDATE field on ticket's assistance rights tab. AFAIK this is the only way. You can make a test: tick this setting and create a task.
You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS
Offline
You can update a ticket if you have rights Update, Beeing in charge, Steel or Assign
CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6 - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)
Offline
You can update a ticket if you have rights Update, Beeing in charge, Steel or Assign
hi yllen, yes... but selecting that options can update but the Pending state dont change the status i have this profile. This is a bug? or something to change? my thinking is, if the dispatcher (with the UPDATE option selected) check the integrity of the request can modifiy category or location if is wrong, the 1st or 2nd tech support cant change the ticket data (Removing the UPDATE option) but if the tech support need info, parts or any situation who needs to put on pending status, that is the issue, when the tech select the pending status and add the task, but the status dont change.
Regards!
Last edited by lordbat (2017-03-23 11:38:37)
You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS
Offline
This problem wan solved in 9.1 (https://github.com/glpi-project/glpi/mi … 2?closed=1)
https://github.com/glpi-project/glpi/pull/694
CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6 - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)
Offline
This problem wan solved in 9.1 (https://github.com/glpi-project/glpi/mi … 2?closed=1)
https://github.com/glpi-project/glpi/pull/694
I am trying the same action on GLPI 9.1.2 ( Migrating from 0.90.1 to 9.1.2) and still have the same problem updating "Pending State" Without the UPDATE option on Assistance Profile Tab and not changing the state.
im out of ideas....
You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS
Offline
Pages: 1