Forum GLPI-Project

robertojcsc

Member

From: Brazil/SC

Registered: 2024-01-01

Posts: 4

View only calls from a GROUP of technicians

For a better example, see below.

Technician 1 | Technician Group A
Technician 2 | Technician Group B

Call 1 (1) | Status ON
Call 2 (2) | Status Pending

I need the user "Technician 1" to view only Call 1 (1). Regardless of the call status, no technician can view the call from another group.

I need the user "Technician 2" to view only Call 2 (2). Regardless of the call status, no technician can view the call from another group.

Supervisor Technical Profile. This person views calls from all profiles and can act on or assign a call from one technician to another.

I hope I have clarified the doubt.

CURRENT ERROR: Unfortunately, when a call has a STATUS (NEW), he is still able to view calls that are not from the same group as the technician user and can update calls that are not even from the group. The technician's profile is already set to view GROUP calls.

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,287

Re: View only calls from a GROUP of technicians

glpi default behaviour set status to "assigned" when ticket are assigned, so you shouldn't have ticket assigned with a status "new". 

did you force a change in this behaviour ?

are ticket assigned to groups+techniciens or only to technicians ?

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italinhotecpok

Member

Registered: 2024-08-29

Posts: 44

Re: View only calls from a GROUP of technicians

glpi default behaviour set status to "assigned" when ticket are assigned, so you shouldn't have ticket assigned with a status "new". 

did you force a change in this behaviour ?

are ticket assigned to groups+techniciens or only to technicians ?

my glpi is configured in the same way, but with groups, when the user opens a ticket, this ticket is associated with a category that is associated with a group where they have technicians, when associated (I created a rule that leaves the ticket as "new ") in theory only technicians could see the calls, but technicians from other groups can see calls with "new" status from another group, they only disappear when a technician assigns the call to himself.

I wanted other technicians not to be able to see calls from other groups regardless of status, how do I do it?

Last edited by italinhotecpok (2024-10-09 21:40:42)

NoxWorld

Member

Registered: 2022-03-21

Posts: 3

Re: View only calls from a GROUP of technicians

@italinhotecpok

From what i understand, in this case , you should use Entities instead of Groups, but that comes with other constraints too.