Assigning tickets to certain staff

glpi@citi · 2008-12-30 20:22:49

Hi,

I'm an IT manager and have recently been introduced to this software since it was in place when I got here. Although it does the basic functions well, I can't find out how to allow myself to assign tickets to my staff.

My versioin is 0.71.11

Thanks for your assistance.

chris g · 2008-12-31 11:35:09

Hi there,

You should find that when you have a ticket open there is, near the top, as section called "Assigned to:" and just below that "Technician:" with a drop-down list next to it.

You should get a list of the relevant technicians in that drop-down, select the one you want and then click on "Update".

I hope helps.
Regards,

glpi@citi · 2008-12-31 18:46:29

I do see that, but a list does not come up when logged in as super-admin.

When I login as my technician account I can only assign it to myself. I want to setup escalation procedures or changing the ownership of tickets.

Plight · 2009-01-01 22:44:30

If you look at the profile settings, you can change the rights to enable ticket assignment.

glpi@citi · 2009-01-02 16:48:00

Which under the profile im login it is set to yes. However I still get a dropdown list of my name only. Is there somewhere I need to populate this list?

Plight · 2009-01-02 16:59:13

Are you part of the same entity as the person your trying to assign it to?

glpi@citi · 2009-01-02 17:01:30

Yes we are all in the "root entity"

chris g · 2009-01-05 15:25:20

glpi@citi wrote:

Yes we are all in the "root entity"

Are you all marked are Recursive in the root entity - it may be that the job is in a child entity to which they're not assigned?

Or, another possible one, have you just selected the root entity, or did you click on the double down arrows that do a select of all the sub-entities too?

Last edited by chris g (2009-01-05 16:13:27)

glpi@citi · 2009-01-05 16:16:47

So should all the users that are admins and technicians be Recursive?

chris g · 2009-01-05 16:26:28

My understanding is that they do need to be recursive, unless of course you don't want them to have control of sub-entities... although I'm sure that someone will correct that if I'm wrong

glpi@citi · 2009-01-05 16:31:38

I'll double check that.

glpi@citi · 2009-01-09 17:09:29

It worked! THanks. It took awhile to figure out that we needed to type in the previous space to pull up the name.
But all is well.

chris g · 2009-01-19 17:15:47

glpi@citi wrote:

It worked! THanks. It took awhile to figure out that we needed to type in the previous space to pull up the name.
But all is well.

I've not been on here for a while - glad to hear that you've got it sorted now. I think that it's the ajax cleverness that got you there If it's too long (you can specify _how long_ in the options somewhere) it will only display a flitered list of the possible selection options once you start typing.

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#1 2008-12-30 20:22:49

Assigning tickets to certain staff

#2 2008-12-31 11:35:09

Re: Assigning tickets to certain staff

#3 2008-12-31 18:46:29

Re: Assigning tickets to certain staff

#4 2009-01-01 22:44:30

Re: Assigning tickets to certain staff

#5 2009-01-02 16:48:00

Re: Assigning tickets to certain staff

#6 2009-01-02 16:59:13

Re: Assigning tickets to certain staff

#7 2009-01-02 17:01:30

Re: Assigning tickets to certain staff

#8 2009-01-05 15:25:20

Re: Assigning tickets to certain staff

#9 2009-01-05 16:16:47

Re: Assigning tickets to certain staff

#10 2009-01-05 16:26:28

Re: Assigning tickets to certain staff

#11 2009-01-05 16:31:38

Re: Assigning tickets to certain staff

#12 2009-01-09 17:09:29

Re: Assigning tickets to certain staff

#13 2009-01-19 17:15:47

Re: Assigning tickets to certain staff

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