Recursive Self-Service, ITIL Categories and Entities

mainz110 · 2024-06-12 09:55:16

Hello folks,

What is the best way to create a ticket within a specific entity based on the selected ITIL Category?

Each department has a unique list of ITIL categories which they are managing themselves.
Users are assigned the self-service profile on the root entity level recursively.
When a user opens up the create ticket form, the category list shows the entities' ITIL categories (which is great!):

Root Entity > IT Department
- Hardware
- Software
Root Entity > HR Department
- HR Request
Root Entity > IT Department
- Payslip
- Update Bank Details

This is our test entity structure:

Root Entity
- IT Department
- HR Department
- Finance Department

The data submitted needs to be segregated between the different departments.
The current behavior: the ticket is created in the Root Entity with the selected ITIL category -- but this ITIL category does not exist in the Root Entity...
We'd like to avoid creating custom forms for each entity (as the ticket template function is really neat and this seems to not work with the form creator plugin)

Any pointers or guidance are highly appreciated!

Cheers,
Lars

environment: GLPI 10.0.15

Last edited by mainz110 (2024-06-12 11:29:00)

cconard96 · 2024-06-12 13:02:16

You can create the categories in the appropriate entities so they only show up when the user is in that entity. Users can change the entity they are in by clicking the menu in the top-right of GLPI.

mainz110 · 2024-06-12 13:09:13

Huh -- that is interesting.
The categories have been created in the the individual entities. When I select a department entity, the only categories showing up are from that selected entity (as expected).
However, if I select the root entity, all of the categories from entities where the user has the self-service profile are showing up as listed above, grouped by entity.

I would've expected the category list to be either empty (as there are no categories defined in the Root Entity) or the ticket being created in the department entity based on the selected category (which is not happening).

mainz110 · 2024-06-12 13:22:40

Just adding some detail after additional testing with a separate, dedicated user:
The behavior you described with only the categories showing up for the currently selected entity works if an entity is selected. If the "tree structure" is active - which is the current default for my Self-Service-Only testuser - or if the "Select All" icon within the "Select the desired entity" dialog is used, I get into the state where all categories are listed even when the root entity is selected. Would this be considered a bug?

(sidenote: it would actually be super-helpful if there was a behavior that we could configure that shows all categories a user could use in different sub-entities. This way there could be a single ticket entrypoint where a user can quickly start to type what they're searching and then create a ticket in the right department)

As this entity selection based on the categorie currently does not seem to be there: Is there a way to provide a "deep link" for users to that the new ticket dialog is opened in the right entity? We'd potentially like to create a landing page where users first select the department and are then taken to the individual entity's ticket form. Adding an active_entity to the URL parameter list like this

/glpi/front/helpdesk.public.php?create_ticket=1&active_entity=6

to the link only renders a white page. It actually seems to switch the entity though... when I then drop the active_entity parameter, the ticket form loads correctly and the desired entity is displayed. The php-errors.log then lists a warning:

glpiphplog.WARNING:   *** PHP Warning (2): Undefined array key "HTTP_REFERER" in C:\glpi\front\helpdesk.public.php at line 65
  Backtrace :
  public\index.php:82                                require()

Last edited by mainz110 (2024-06-12 13:52:57)

cconard96 · 2024-06-13 01:04:20

If you are connected to the root entity recursively, it would be expected to see the categories from the child entities. Rather than assigning profiles at the root entity level for your users, you can assign them on the child entities directly so they don't have the option to connect to the root entity and see the mix of data from child entities at the same time.

Adding "active_entity" to the URL is how GLPI knows to change the current entity (this is how the entity selector menu works), but it isn't meant to be used like that where it is manually entered into the address bar.

mainz110 · 2024-06-13 10:02:51

Thanks, Curtis. This means the same issue would also pop up when we are creating additional levels under the individual departments and these sub-departments are managing their own ITIL categories...

Is there an alternative way to provide a deep link to an individual entity? This would help us a lot as we need to make sure that also "non-IT-savvy" folks can easily open a ticket within the right sub-department.

cconard96 · 2024-06-13 13:57:57

I think the best solution may be the Form Creator plugin (and maybe the native version of this feature coming in GLPI 11) and setting up the service catalog with it. Which features of ticket templates did you want to use that you could not do using forms?

mainz110 · 2024-06-21 11:18:41

We wanted to leverage the built-in changing description based on the ITIL category selected.
And somehow not add the burden of creating separate forms for each entity (when the default ticket form seemed to be good enough).

Interestingly, the new ticket standard view allows the user to select the entity first and then shows only the ITIL categories within this entity and creates the ticket in the selected entity.
If the simple new ticket view would allow this same behavior, that would be exactly what is needed in our scenario.

From a coding perspective: Would it be hard to add this entity selection field to the simple view?

Really appreciate the discussion! We're learning a lot.

mainz110 · 2024-06-25 13:51:21

Adding a screenshot to show the behavior I mean:

When the tree structure is selected, the standard new ticket dialog allows me to select the entity which then within the category selection field only shows the categories that are available in the selected entity (without switching the complete context to this entity as far as I can tell).
What would it take to allow the same behavior within the simple ticket dialog?

SomeDude · 2024-06-25 14:05:40

https://forum.glpi-project.org/viewtopic.php?id=290105 maybe this can help

mainz110 · 2024-06-25 14:16:09

Thanks SomeDude -- we tried the Forms plugin. As mentioned, we wanted to leverage the default ticket UI as much as possible. There are/will be quite a few entities within our instance and most of them are fine with the built-in simple ticket form. It seems we could have a more consistent behavior for the simple dialog when the user is able to select the desired entity there as well (if the full structure is currently selected).

sby · 2024-10-30 13:40:49

Hello mainz110,

Did you find any solution ? I have the same problem

vitorgv · 2025-03-20 16:44:42

Hello mainz110,

Did you find any solution ? I have the same problem

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#1 2024-06-12 09:55:16

Recursive Self-Service, ITIL Categories and Entities

#2 2024-06-12 13:02:16

Re: Recursive Self-Service, ITIL Categories and Entities

#3 2024-06-12 13:09:13

Re: Recursive Self-Service, ITIL Categories and Entities

#4 2024-06-12 13:22:40

Re: Recursive Self-Service, ITIL Categories and Entities

#5 2024-06-13 01:04:20

Re: Recursive Self-Service, ITIL Categories and Entities

#6 2024-06-13 10:02:51

Re: Recursive Self-Service, ITIL Categories and Entities

#7 2024-06-13 13:57:57

Re: Recursive Self-Service, ITIL Categories and Entities

#8 2024-06-21 11:18:41

Re: Recursive Self-Service, ITIL Categories and Entities

#9 2024-06-25 13:51:21

Re: Recursive Self-Service, ITIL Categories and Entities

#10 2024-06-25 14:05:40

Re: Recursive Self-Service, ITIL Categories and Entities

#11 2024-06-25 14:16:09

Re: Recursive Self-Service, ITIL Categories and Entities

#12 2024-10-30 13:40:49

Re: Recursive Self-Service, ITIL Categories and Entities

#13 2025-03-20 16:44:42

Re: Recursive Self-Service, ITIL Categories and Entities

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