Forum GLPI-Project

Marina.Fernandez

Member

Registered: 2017-05-15

Posts: 10

Sending erroneous satisfaction surveys when a linked ticket is closed

Hi, we have detected a problem with the operation of glpi 9.1.X

We have two tickets linked (ticket1 and ticket2) and we have configured limesurvey as external link.
When a technician closes the ticket1 and the solution is approved, the user receives the notification with the link to ticket.urlsatisfaction corresponding to ticket2, but ticket2 remains open and without solution.

In the notification template associated with the 'Satisfaction survey' event we used the tags ## ticket.id ##, ## ticket.title ## and ## ticket.urlsatisfaction ## to generate the mail, all of them return values related to The ticket opened.

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Sending erroneous satisfaction surveys when a linked ticket is closed

And the survey generated in the ticket is OK?

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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)

Marina.Fernandez

Member

Registered: 2017-05-15

Posts: 10

Re: Sending erroneous satisfaction surveys when a linked ticket is closed

No, the satisfaction survey linked on notification mail is from  ticket2

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Sending erroneous satisfaction surveys when a linked ticket is closed

No i ask for the survey generated in GLPI, not the notification (survey tab in interface)

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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)

Marina.Fernandez

Member

Registered: 2017-05-15

Posts: 10

Re: Sending erroneous satisfaction surveys when a linked ticket is closed

Well, we do not generate a internal survey, we are using limesurvey, and if we loock on both tickets

Ticket 2 is Asigned and the tag 'Satisfaction' is not visible
Ticket 1 is closed and Satisfaction tag show link to his own satisfaction survey but User recive a notification mail with a link to Ticket 2 survey

Last edited by Marina.Fernandez (2017-06-12 17:12:10)

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Sending erroneous satisfaction surveys when a linked ticket is closed

Version of GLPI used?

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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)

Marina.Fernandez

Member

Registered: 2017-05-15

Posts: 10

Re: Sending erroneous satisfaction surveys when a linked ticket is closed

Our version is 9.1.1

Marina.Fernandez

Member

Registered: 2017-05-15

Posts: 10

Re: Sending erroneous satisfaction surveys when a linked ticket is closed

Hi, we try to test it case on glpi 9.1.3 and it's the same the steps we make are:

1.- Create Ticket 1
2.- Add Task and followUps to Ticket 1
3.- Create Ticket 2
4.- Edit Ticket 2 and link it whit Ticket 1
5.- Solve Ticket 1
6.- Approve solution on ticket1
7.- Glpi send survey mail for ticket 2 which is assigned, and dont send mail for ticket 1 with is closed pr

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Sending erroneous satisfaction surveys when a linked ticket is closed

I make a test like you but with internal inquest.
Inquest is generated in Ticket 1 and notification is send for ticket 1.

Do you use plugins?

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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)

Marina.Fernandez

Member

Registered: 2017-05-15

Posts: 10

Re: Sending erroneous satisfaction surveys when a linked ticket is closed

Yes,we use:
- Additionnal fields 0.90-1.3
- Behaviours 1.2
- Dashboard 0.7.6
- Escalation 0.90-1.3
- OCS Inventory NG 1.2.3
- Purge history 0.85+1.2 and
- Timeline of tickets 0.90+1.0.

Marina.Fernandez

Member

Registered: 2017-05-15

Posts: 10

Re: Sending erroneous satisfaction surveys when a linked ticket is closed

Our Configuration Escalade plugin is:
Remove old assign group on new group assign :"yes"
show group assign history visually: "yes"
Escalation history in tasks: "yes"
Remove technician(s) on escalation: yes
Ticket status after an escalation: "Don't change"   
Assign ticket to initial group on solve ticket: "yes"
Assign the technical manager on ticket category change: "no"
Assign the technical group on ticket category change: "no"
Clone tickets: "yes"
Close cloned tickets at the same time: "yes"
Use the technician's group    "no" a time of creation "no" a time of modification "yes"
Display delete button of assigned groups: "yes"
Display delete button of assigned users: "yes"
Display delete button of assigned suppliers: "yes"
Enable filtering on the groups assignment: "no"

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Sending erroneous satisfaction surveys when a linked ticket is closed

I think the param "Close cloned tickets at the same time: "yes" can be the owner of this issue.
Can you make a test with plugin escalade deactivated?

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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)

Marina.Fernandez

Member

Registered: 2017-05-15

Posts: 10

Re: Sending erroneous satisfaction surveys when a linked ticket is closed

Yes, we make the test without Escalade pluging and it generated the ricth survey, thanks