Forum GLPI-Project

carlosbmc

Member

Registered: 2016-12-01

Posts: 161

Ticket visibility

I need to generate a structure with several departments (With their own statistics and devices, would they need to be different Entities?)

If I structure a root with several entities:
       How can I define a customer who can put tickets to the different entities?
       If I put this customer in the root (as recursive) can put tickets but these remain in the root entity and are not visible by the technicians of the sub entities.

Thanks

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GLPI 9.5.2;; FusionInventory: 9.2+1.0;; GLPI Modifications 1.1.4;; Notifications 1.1.9;;  Dashboard 0.8.8;; PHP 7.3.33

grajek

Member

Registered: 2015-03-16

Posts: 72

Re: Ticket visibility

You need to give post-only profile to every entity, one by one. When user wants to create a ticket in specific entity then he has to choose correct profile for that entity. Caution: it won't work for tickets created via e-mail, because GLPI requires only one post-only per user for correct e-mail assignment.

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GLPI 9.5.1 CentOS

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,287

Re: Ticket visibility

this is one way to manage entities, customers, and technicians (not the only one) :

lets say your company is the root entity. your technicians have a profile technician with see my groups tickets=Yes recursive. so they will see al tikets assigned to their groups.
create one entity for each customer company. create at least one user for people working in customer company with post only profile valid on its own company.

assign ticket to technicians group ( with a supervisor, team manager,  glpi rules, or let the customer select group.)

ticket created by customer will be created in customer entity, and technicians will only see tickets assigne to their groups whaterever the customer

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GLPI10.0.16 (ubuntu 22.04 PHP8.1  Mariadb10.6 ) plugins : comportements 2.7.3 reports 1.16.0 formcreator 2.13.9, datainjection 2.13.5 fields 1.21.9

carlosbmc

Member

Registered: 2016-12-01

Posts: 161

Re: Ticket visibility

Hello
I had configured as LaDenrée says since one year ago.

But I need create an admin departament for statistics (Dashboard) and define him own assets for departament. Whitout see statistics and assets of other departaments
The only way to do this, is creating entities? Is'nt?
If yes....  The only way for creating a ticket is that customer have to select entity every time he want create a ticket?,  Is'nt?... Any way to create ticket in this scenary selecting only ticket caregory?
change entity every time is very uncomfortable for the customer

Thanks

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GLPI 9.5.2;; FusionInventory: 9.2+1.0;; GLPI Modifications 1.1.4;; Notifications 1.1.9;;  Dashboard 0.8.8;; PHP 7.3.33

simran

Member

Registered: 2023-10-25

Posts: 18

Re: Ticket visibility

Hello
Did you find any solution regarding this issue. Since I am facing the similar issue right now