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TB1

Member

Registered: 2022-09-02

Posts: 4

Business Rule problem

Dear Support,

we started to use business rules, and faced some problem.

We set up a rule, what does the following:
In a ticket category if someone changes the status to pending it sends an approval request to an e-mail address.
Thats works fine.

After that we made a new rule that contains the following:

If the approval request was validated, change the ticket status from pending to processing assigned. This one not works.
Here is the export of rule:

<rules>
<rule>
<entities_id>ENTITY</entities_id>
<sub_type>RuleTicket</sub_type>
<ranking>6</ranking>
<name>ChangeStatus</name>
<description/>
<match>AND</match>
<is_active>1</is_active>
<comment/>
<is_recursive>0</is_recursive>
<uuid>c8d8dada-d78aefb4-6311ae476d4e66.46879608</uuid>
<condition>3</condition>
<date_creation>2022-09-02 09:18:31</date_creation>
<rulecriteria>
<criteria>itilcategories_id</criteria>
<condition>11</condition>
<pattern>TestCategory</pattern>
</rulecriteria>
<rulecriteria>
<criteria>global_validation</criteria>
<condition>0</condition>
<pattern>3</pattern>
</rulecriteria>
<ruleaction>
<action_type>assign</action_type>
<field>status</field>
<value>2</value>
</ruleaction>
</rule>
</rules>

Any suggestion what should we do?

GLPI version 10.0.2

Thanks in advance!

Last edited by TB1 (2022-09-02 13:00:31)

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Business Rule problem

Business rules that trigger on an update evaluate the changes being made and do not typically account for the current state.
For this example, it would probably only work if the ticket where to be approved and have the category changed within the same update action.

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