Forum GLPI-Project

Afol

Member

Registered: 2021-12-23

Posts: 77

Observer

Hello,
how can they add an observer to an existing ticket? I see that currently I can only add observers when I open a new ticket.

also observers cannot comment, why? is it possible to enable them?
This is a problem because if an observer has to say something he cannot do it right now.

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Observer

Technicians should be able to add observers even after the ticket is created. Is the field not showing at all? Is it set as a hidden field in the ticket template?

Since 10.0.0, there is a new permission for users under the Tickets section called "ADD FOLLOWUP (OBSERVER)" that would allow observers with that profile to add a followup.

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GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.

Afol

Member

Registered: 2021-12-23

Posts: 77

Re: Observer

Technicians should be able to add observers even after the ticket is created. Is the field not showing at all? Is it set as a hidden field in the ticket template?

Since 10.0.0, there is a new permission for users under the Tickets section called "ADD FOLLOWUP (OBSERVER)" that would allow observers with that profile to add a followup.

When a user opens a ticket via email or from the portal he can add the observer, so the field shows.
The problem occurs when he wants to add a person as an observer after the ticket has already been opened.
Also an observer cannot comment, this is a big problem because if a person in "cc" can't add a comment it doesn't make much sense.

Afol

Member

Registered: 2021-12-23

Posts: 77

Re: Observer

up

Afol

Member

Registered: 2021-12-23

Posts: 77

Re: Observer

nobody can help me?

WebGreg

Member

Registered: 2020-02-27

Posts: 740

Re: Observer

Looks like a permissions problem. Check them carefully. Ideally, create a test profile, give full permissions and gradually limit them.

If you don't see the observer field at all, then as cconard96 wrote - you probably have it hidden in the template.

There's a third option - you haven't provided any data about your environment. You may be using an older version that hasn't been patched yet.

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GLPI 10.0.17
GLPI-Inventory 1.4.0
Ubuntu Server 20.04 LTS

Afol

Member

Registered: 2021-12-23

Posts: 77

Re: Observer

Looks like a permissions problem. Check them carefully. Ideally, create a test profile, give full permissions and gradually limit them.

If you don't see the observer field at all, then as cconard96 wrote - you probably have it hidden in the template.

There's a third option - you haven't provided any data about your environment. You may be using an older version that hasn't been patched yet.

I can create a test profile and give it all access, but how do I tell the GLPI who is the observer?
Because now the profile is the default one for observers.
If I go into the permissions obviously has some limitations being an observer, some permissions don't even appear to be changed.

The strange thing is that if an observer replies via email he is able to comment.
On the other hand, observers cannot be added later (after the ticket has been opened)

The GLPI version is 9.5.5.

Don't you have this problem?

Afol

Member

Registered: 2021-12-23

Posts: 77

Re: Observer

uppp

Afol

Member

Registered: 2021-12-23

Posts: 77

Re: Observer

upp

Afol

Member

Registered: 2021-12-23

Posts: 77

Re: Observer

.........

Afol

Member

Registered: 2021-12-23

Posts: 77

Re: Observer

helpp