Forum GLPI-Project

brusilva

Member

Registered: 2020-11-17

Posts: 29

Reset Time To Own

Hello,

We've currently migrated to GLPI our HelpDesk support platform. Currently we assign tickets to techs based on rules, if the requester has a location X goes to tech Y

But the the problem is that doing this by rules breaks the time to own count. because the ticket is automaticly assigned it doesnt count when the tech first "acts" on the ticket.

Any idea if there is a way we can achieve this?

oj69

Member

From: Somewhere in the cloud

Registered: 2021-02-01

Posts: 157

Re: Reset Time To Own

Did you try to add another rule that set the status to "pending" after assign to the tech ? I am not sure if this will work but it´s worth to try it out ...