Waiting for user option missing

jvuz · 2022-05-06 13:03:34

Dear,

as we will upgrade to GLPI 10, I started to try out the demo version to see what the changes are. I've noticed for instance that the option "waiting for user" isn't present anymore. How can we set this so we can make clear in GLPI we're waiting for a reply or extra information from the user?

Thanks in advance.
Jo

cconard96 · 2022-05-06 13:53:23

The pending reasons feature is available as long as you have at least one pending reason template (Setup > Dropdowns > Assistance > Pending Reasons).

jvuz · 2022-05-06 14:55:28

Thank you for this, this would indeed be interesting.
Now, I've tried to do this in the demo environment and I could add new items, but I don't see them anywhere. I can set to Pending, but once this is done, how or where can I define which type of pending item I want to set?
Jo

jvuz · 2022-05-09 08:43:57

@cconard96, you're talking about a template. I've created now 3 possibilities. But do I need to create real templates, and if so, where do I need to do this?
Jo

cconard96 · 2022-05-10 00:41:14

When adding a followup or task, click the toggle next to the pause icon at the bottom of the form. If you have a valid pending reason template, a dropdown will appear. After selecting a template, 2 additional dropdowns will appear to allow you to override the automatic followup frequency and automatic resolution delay if you need to change them from what was set in the template.

jvuz · 2022-05-10 10:59:13

Yeah, found it! Thanks a lot for this!
Jo

wc55 · 2022-10-18 14:16:50

cconard96 wrote:

When adding a followup or task, click the toggle next to the pause icon at the bottom of the form. If you have a valid pending reason template, a dropdown will appear. After selecting a template, 2 additional dropdowns will appear to allow you to override the automatic followup frequency and automatic resolution delay if you need to change them from what was set in the template.

Do I necessarily need to have sla configured for this to work?

I have 1 pending reason registered.

The configuration is like this:

Automatic follow-up frequency: Every week

Follow-ups before automatic resolution: after one follow-up

Follow-up Template: Response Request (template name)

Solution Template: Closing due to lack of interaction (template name)

In Follow-up Template, I already tried using "FormCreator" and "Helpdesk"

I think I'm configuring something wrong.

In tests, tickets show up as pending even after 1 week has passed and do not include follow-up.

In the last follow-up in which the pending status was included, the settings were included, and the date that should have the new follow-up and the closing appear below, but it didn't work

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#1 2022-05-06 13:03:34

Waiting for user option missing

#2 2022-05-06 13:53:23

Re: Waiting for user option missing

#3 2022-05-06 14:55:28

Re: Waiting for user option missing

#4 2022-05-09 08:43:57

Re: Waiting for user option missing

#5 2022-05-10 00:41:14

Re: Waiting for user option missing

#6 2022-05-10 10:59:13

Re: Waiting for user option missing

#7 2022-10-18 14:16:50

Re: Waiting for user option missing

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