Forum GLPI-Project

simran

Member

Registered: 2023-10-25

Posts: 18

Assign tickets to groups based on categories

Hello
I am trying to create a bussiness rule, where i can associate "Category" in the ticket with the group to be assigned.
I have taken reference from the glpi forum (id-5840).

The mentioned steps in the form to create the rule-
1- Create CATEGORIES with the same name of the GROUPS.
GO TO:
2- Administration\Rules\Business rules for tickets
3- Create a new Rule with the following commands:
CRITERIA: "Category" is "groupname"
ACTIONS: "Assigned to Group" assign "groupname"

But when I went inside the "ACTIONS",  the rule "Assigned to Group" was not available in the dropdown list.
Can anyone please suggest if i have to add any additional permission to view this option or if there are any alternate method to implement the above.

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Assign tickets to groups based on categories

The action should be labelled as "Technician group"

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GLPI Collaborator and Plugin Developer.
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LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,287

Re: Assign tickets to groups based on categories

theres also another way ( post #5840 is quite old and related to old versions)

1)go to setup>dropdowns>Assistance>itilcategories>[myCategory]
set " Group in charge of the hardware" = "myGroupInchargeOfThisCategory"

2)go to administration>entities>[my entity]>assistance tab>
set Automatic assignment of tickets, changes and problems = "based on the category then item"

no need to set buisiness rules

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simran

Member

Registered: 2023-10-25

Posts: 18

Re: Assign tickets to groups based on categories

Hello
I want to create a supervisor profile such that he is able to see only the tickets which belongs to the group he belongs to.
For Example-
If there are 2 groups- one is "Computer Services" belonging to group "CS" and other is "Networks Services" belonging to group "NS".
When an user has raised a ticket with category "NS", for supervisor of the group "CS" the ticket must not be visible.
Currently although assignment has been done in the group, both the supervisors are able to see both the tickets. Should I create any changes in the profile section?