Help: can only assign tickets to admin users

mrb · 2020-04-10 13:47:04

Hello GLPI forum,

I'm having an issue setting up my User/Group structures.

Problem: This is two problems in one. When creating a new ticket, and also when accessing an already-created ticket, I can only "Assign" the ticket to: a.) a "Group", or b.) a "User" that is an "Admin". No other users appear in the dropdown menu as potential individuals to assign the ticket to.

I've done the following, based on 2 different possible scenarios:

1. As the super-admin, I have a ticket come in and I want to assign it to a specific person on my team.

- I created some users of various Profile types (test_admin, test_technician, test_selfservice, etc).
- I created a ticket as the super-admin, but when I clicked on the dropdown menu for "Assigned To", the only users I see are ones that have "Admin" status.

2. As the super-admin, I have a ticket come in that I know needs to go to a specific department/team, but I don't care what individual. I want the manager of that team to see the ticket and determine which of their people it needs to be specifically assigned to.

- I created a new "Group" called "test_group". I've added an admin user ("test_admin"), and I made them a "Manager".
- I added some users of various types (test_technician, test_selfservice, etc) and made them different combinations of "Managers", "Delegatees", or neither.
- I created a ticket using the super-admin account I have and assigned it to the Group "test_group". All users in the group were able to successfully see the ticket. This is fine.
- when I then try, as either the super-admin or as the Group Manager (test_admin), to assign the ticket to a specific person on the team, no Group-member users are visible in the drop-down list of "Assigned To" other than admin accounts (I can't even assign to other Managers in the same group). The same problem as in scenario 1 above.

Can anyone help me figure out why I can't assign my tickets to non-admin individuals? I must have a setting toggled wrong somewhere in either the Profiles or the specific User settings, but everything I check looks like it should allow for the assigning of tickets.

Any help is welcome, thanks.
- mrb

Last edited by mrb (2020-04-10 13:49:54)

teguh.umar · 2020-04-11 02:15:16

try to answer
1. make sure you are at root (tree structure)
2. it lok laike other user have tech profile

mrb · 2020-04-15 15:59:55

Replying to my own post with a solution, for anyone else with this problem:

First, thanks @teguh.umar for your reply. That didn't end up being the solution, but thanks anyway.

It turns out it was a single check-box in the Profile permission settings. Accessed at the following:

Administration > Profiles > [Profile Name] > Assistance

Under the "Tickets" section, in the "Tickets" row, you want to make sure that the box is checked for "Beeing in charge". I feel like this is likely a bad French-to-English translation, because that box-title doesn't make intuitive sense. If an admin sees this, rewording that box title would be helpful.

Checking this box seems to allow all Users with this Profile type to appear in the Ticket Creation dropdown menu for "Assign To: Individual". I guess because they're now allowed to "Beeing in Charge" of a ticket?

nvargas · 2021-12-21 20:47:18

I'm facing the same issue, Ive created Technician profiles for each entity. But cant assign the ticke to a user or group. Made sure that fields are not hidden. I enabled all permissions for assistance on the profile to no avail. Heres a screenshot of the permissions.

hxxps://drive.google.com/file/d/1NNaAz2a9B9gxxX_ESD_0DSwBcQND45th/view?usp=sharing

Any help will be greatly appreciated. If I create the ticket as superadmin, it allows me to assign the ticcket to a user or group. i need to make sure that only the designated users for each entity can assign tickets.

WebGreg · 2021-12-22 00:13:45

mrb wrote:

Problem: b.) a "User" that is an "Admin". No other users appear in the dropdown menu as potential individuals to assign the ticket to.

User-assigned profile permission must have Assistance tab > the Tickets section > 'Beeing in charge' option.

hashbang · 2021-12-24 06:32:18

WebGreg wrote:

mrb wrote:
Problem: b.) a "User" that is an "Admin". No other users appear in the dropdown menu as potential individuals to assign the ticket to.
User-assigned profile permission must have Assistance tab > the Tickets section > 'Beeing in charge' option.

can u please tell me where this option is
i tried profile > admin > assistance but no option like this being in charge
if you can post a screen shot tht would be helpful
thanks and regards

WebGreg · 2021-12-25 01:20:28

hashbang · 2021-12-25 08:24:39

Hi webgreg
ty
but plz see the screenshot no option like that. I'm using 9.5.6

Ticketshot

thanks and regards

Last edited by hashbang (2021-12-25 08:25:37)

WebGreg · 2021-12-25 19:46:47

No screenshot.
Im using 9.5.6 too.

hashbang · 2021-12-26 15:32:08

hi,
ty
I dont know i just added an image tag and url of the image but its not showing. Can u please right click on the Ticketshot and open the image in new tab.
thanks and regards

WebGreg · 2021-12-26 20:50:43

Because you didnt add link to graphic file. You should linked https: // i.ibb.co/ vLmCC01 / Screenshot-from-2021-12-25-11-30-46.png

I can't see it, but I guess you're using "English (US)". Change the language to "English".

hashbang · 2021-12-27 09:57:39

ty

thanks

Last edited by hashbang (2021-12-27 10:00:58)

WebGreg · 2021-12-27 10:11:58

Have you tried to change the language? For me, the option disappears with English (US)

hashbang · 2021-12-27 10:24:46

hi,
ty
yes I changed it to english I can see this option now
but wht is the difference between assign to and being in charge
thanks

hashbang · 2021-12-27 10:30:50

Hi
my problem is explained in the post with subject
cannot assign ticket to lower heirarchy
thanks

WebGreg · 2021-12-27 13:04:02

Sorry, my English is far from good I thought your problem is you can't see users in the "Assigned To" drop-down menu.
For me it is the same if the user profile does not have the 'being in charge' option selected.

AlexandraAlisDD · 2022-02-26 11:46:17

I have created Technician profiles for each entity. But cant assign the ticke to a user or group. Made sure that fields are not hidden. I enabled all permissions for assistance on the profile to no avail.

AmberAmey8hH · 2022-03-02 19:41:21

Ive created Technician profiles for each entity. But cant assign the ticke to a user or group. Made sure that fields are not hidden. I enabled all permissions for assistance on the profile to no avail.

bozhob · 2022-08-24 09:56:49

Hellow
In GLPI 10 and 10.2 there is not 'Beeing in charge' option. The only way to assign a ticket to a user is to add the user to an appropriate entity, which is not very convenient.
In GLPI 9 it was possible to assign tickets to user, group and supplier.

PP
I have realized, that if you change language from English US to English this option 'Beeing in charge' suddenly appears. But still I can't see opportunity to assign ticket to a group.

Last edited by bozhob (2022-08-24 11:38:33)

Forum GLPI-Project

Announcement

#1 2020-04-10 13:47:04