Forum GLPI-Project

deisyjoharios

Member

Registered: 2020-07-17

Posts: 5

The rule does not work with the criteria group technicians

Hello, I need help solving a problem I have with the operation of the following rule:

Add/Update
Operator AND
Activate Yes

Criterion:

Type: Requirement
Priority: Low
Technical Group: Infrastructure

Action:

OLA Solution Time > Assign>Infrastructure Requirement - Low Priority

When the case is updated Type=Requirement, Technician Group=Infrastructure and/or Priority=Low, the rule works.
But when the ticket already had Type=Requirement and/or Priority=Low previously established, and only the Technician Group=Infrastructure is assigned or changed, the rule is not applied.

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: The rule does not work with the criteria group technicians

In general, the rules engine only works when all of the criteria are met at the same time. It operates on the set of changes rather than considering the original/result state of the item.

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GLPI Collaborator and Plugin Developer.
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deisyjoharios

Member

Registered: 2020-07-17

Posts: 5

Re: The rule does not work with the criteria group technicians

Good morning, thank you very much for the response. But the criteria are all met.
I explain in more detail:
1. The user create a new Ticket, in which they select Request Type and Urgency/Impact, which gives priority to the Ticket. So the Ticket has:

Type: Requirement
Priority: Low

2. The help desk coordinator sees the new Ticket and assigns it a technical group (Infrastructure). So now the case meets the criteria:

Type: Requirement
Priority: Low
Technical Group: Infrastructure

In theory, the rule should assign the solution time OLA > Infrastructure Requirement - Low Priority
But it doesn't.

If in this same Ticket with the three criteria already mentioned (and without OLA assigned), I change the Type to Incident and set it again to Type: Requirement, in this moment the rule works.

If in this same Ticket with the three criteria already mentioned (and without OLA assigned), I change the priority to High and set Priority: Low again, in this moment the rule works.

But complying with Type and Priority, and only changing the group of technicians, the rule does not work.