Forum GLPI-Project

gostom

Member

Registered: 2023-03-01

Posts: 6

How to set ticket template for profile

HI,

I can't add a default ticket template to specific profile. The drop-down list only shows "Default".

I want to configure a different ticket template for the user and a different one for support. User uses only one entity, support uses multiple entities.

How i can do that?

WebGreg

Member

Registered: 2020-02-27

Posts: 740

Re: How to set ticket template for profile

Hi

front/tickettemplate.php > Add button

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GLPI 10.0.17
GLPI-Inventory 1.4.0
Ubuntu Server 20.04 LTS

gostom

Member

Registered: 2023-03-01

Posts: 6

Re: How to set ticket template for profile

Really?!

This I know, I wrote that I can't add it to a specific profile (/front/profile.php) because there is only "Default" to choose from drop-down list.

WebGreg

Member

Registered: 2020-02-27

Posts: 740

Re: How to set ticket template for profile

This irony seems a bit rude, but I'll try to help you anyway

Have you tried here? front/itilcategory.form.php

I don't remember exactly what I set when doing tests. I was definitely using ITIL and then setting up an automatic rule.

Well... I can only guess what you mean. Probably the fault is my knowledge of the language, not that you described it quite laconically. If you mentioned the place here: front/profile.form.php... well that works for me. I can only guess what the problem is. Maybe you just have an outdated version with some bug? You didn't mention what you're actually using.

Last edited by WebGreg (2023-06-15 15:02:16)

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GLPI 10.0.17
GLPI-Inventory 1.4.0
Ubuntu Server 20.04 LTS

gostom

Member

Registered: 2023-03-01

Posts: 6

Re: How to set ticket template for profile

I asked specifically:

I have several templates already created, but in the selection window in profile page (front/profile.form.php) none of them appear to me except "Default".

A new one appears ONLY when I copy "Default" but this works only for Root entity and I care about specific etity.

I have the latest version of GLPI

WebGreg

Member

Registered: 2020-02-27

Posts: 740

Re: How to set ticket template for profile

I did a test at home and actually after adding a new unit I can only add the default one. Maybe a developer will chime in.

In the upper right corner of the screen as super-admin, I can switch to the added unit. Then when I go to ticket templates I see only the default one. I added a new one, but I still don't see it in my profile.
It looks like there are separate templates for each unit, but that's all I've caught so far.

Edit... Maybe this is it.
1. Switch to the selected entity.
2. Add a new ticket template.
3. Go to Administration > Entities > select the added entity.
4. Assistance card > set Ticket template added in 2.

I haven't tested more, but you probably need to associate the profile with this entity - not profile with template.

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GLPI 10.0.17
GLPI-Inventory 1.4.0
Ubuntu Server 20.04 LTS

gostom

Member

Registered: 2023-03-01

Posts: 6

Re: How to set ticket template for profile

I did a test at home and actually after adding a new unit I can only add the default one. Maybe a developer will chime in.

In the upper right corner of the screen as super-admin, I can switch to the added unit. Then when I go to ticket templates I see only the default one. I added a new one, but I still don't see it in my profile.
It looks like there are separate templates for each unit, but that's all I've caught so far.

Edit... Maybe this is it.
1. Switch to the selected entity.
2. Add a new ticket template.
3. Go to Administration > Entities > select the added entity.
4. Assistance card > set Ticket template added in 2.

I haven't tested more, but you probably need to associate the profile with this entity - not profile with template.

Thanks for reproduce my problem

I want to use template each profile, not each entity (because in each entity i have profiles for user, technican and external service, and echof them need to other info at their templates)