Forum GLPI-Project

kschmitz

Member

From: Wisconsin

Registered: 2025-03-12

Posts: 10

Ticket Category required to be changed by technician

Hi all again,

Looking to gain this functionality -

I'm setting up ticketing to prevent the user from selecting a category and require the technician to change it to the appropriate category before allowing them to close or solve a ticket. I presume this might need to be a business rule, but not sure how to go about that.

Template will hide the Category field from the web ticket creation portal and will default to " ----- " and the tech can work the ticket normally. Once the ticket is ready to be closed, if a category has not yet been selected it will prevent the tech from closing / saving the ticket.

I was going to try just hiding the Category field, then making it mandatory but it is not something that can be hidden.

Thank you all again!

lordbat

Member

From: Spain

Registered: 2016-02-12

Posts: 193

Re: Ticket Category required to be changed by technician

Hi all again,

Looking to gain this functionality -

I'm setting up ticketing to prevent the user from selecting a category and require the technician to change it to the appropriate category before allowing them to close or solve a ticket. I presume this might need to be a business rule, but not sure how to go about that.

Template will hide the Category field from the web ticket creation portal and will default to " ----- " and the tech can work the ticket normally. Once the ticket is ready to be closed, if a category has not yet been selected it will prevent the tech from closing / saving the ticket.

I was going to try just hiding the Category field, then making it mandatory but it is not something that can be hidden.

Thank you all again!

Hi, this is a very detail functionality to implement. Sadly this is not available to implement by glpi itself.
There is a plugin call behaviors who has the close ticket function but only on solution field.
For example if there is no solution the technician cant solve the ticket, but the same behavior but with categories i dont think there are a plugin to do that.

Regards.

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