Forum GLPI-Project

antoniolopez

Member

Registered: 2013-12-05

Posts: 47

Satisfaction surveys sent now for incidents closed years ago

Hello,

We have glpi 9.5.6.

We have external surveys configured, for tickets closed after 06-12-2021 15:00:00. However, sometimes they are sent for tickets closed years ago.

Can anybody help me?

Thank you

spamma.master

Member

Registered: 2016-01-05

Posts: 70

Re: Satisfaction surveys sent now for incidents closed years ago

Having the same bug, I suspect the SQL request is using always the same start date... so not working as expected..

I do not know if a patch is available or not for v9 (I am stuck with v9 atm too), but the request should not work like that (should use the "Create survey after" date limit instead)

Any info appreciated (I guess removing the date might be even worse, retrieving all tickets since beginning..)

An idea => update this "Closed after" date every day (if you launch the survey generation every day), so you only have ticket closed last 24h triggering surveys..

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Satisfaction surveys sent now for incidents closed years ago

There was a bug for a long time where it was using the wrong field as the index which caused notifications to be sent with the wrong data.

Fixed for 9.5.8:
https://github.com/glpi-project/glpi/pull/10890

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spamma.master

Member

Registered: 2016-01-05

Posts: 70

Re: Satisfaction surveys sent now for incidents closed years ago

I will check but I think I already applied this fix, but still a problem

spamma.master

Member

Registered: 2016-01-05

Posts: 70

Re: Satisfaction surveys sent now for incidents closed years ago

Yes I confirm, it is not related to that (where indeed there was a wrong match)

Patch already applied but another problem there:
      if (count($oldvalues)) {
         Log::constructHistory($this, $oldvalues, $this->fields);
         //$this->getFromDB($this->fields['id']); ///https://github.com/glpi-project/glpi/pull/10890/commits/eb23aaebec2e1674cc2a94d36c0293375abe1306
         $this->getFromDB($this->fields[$this->getIndexName()]);
      }

         //$this->getFromDB($this->fields['id']); ///https://github.com/glpi-project/glpi/pull/10890/commits/eb23aaebec2e1674cc2a94d36c0293375abe1306
    $this->getFromDB($this->fields[$this->getIndexName()]);

spamma.master

Member

Registered: 2016-01-05

Posts: 70

Re: Satisfaction surveys sent now for incidents closed years ago

Hi there,

I did investigate a bit and it seems that after each run of the closeticket (automatic action), the value "For tickets closed after" in the Root entity is updated each time to avoid running surveys on old tickets:  The field is max_closeddate in the glpi_entities table

For my sub entity (called IT), the value is fixed to a specific date and I would like to know where (in the code) this value is updated, to understand why it is not updated automatically for the sub entity
=> Maybe there is a field saying if the max_closeddate is automatically populated with the last inquest run date minus X days or something like that

Last edited by spamma.master (2023-05-12 12:21:03)

spamma.master

Member

Registered: 2016-01-05

Posts: 70

Re: Satisfaction surveys sent now for incidents closed years ago

After a bit of debug, I found that the max_closedate is updated for the Root entity but the child are never updated (and the child value is used to generate surveys for the current entity):
"$table.closedate"            => ['>', $max_closedate]
https://github.com/glpi-project/glpi/bl … 1-L6028C76

The max_closedate is never updated in DB except for the root entity, so there is a problem there..

At the end of survey generation, you can find this:
// Sauvegarde du max_closedate pour ne pas tester les meme tickets 2 fois
      foreach ($maxentity as $parent => $maxdate) {
         $conf->getFromDB($parent);
         $conf->update(['id'            => $conf->fields['id'],
                             //'entities_id'   => $parent,
                             'max_closedate' => $maxdate]);
      }

This update the max_closedate for Root but never for child entities... (at least after my testing & verification in DB)