Forum GLPI-Project

pmd

Member

Registered: 2009-02-24

Posts: 9

Ticket escalation problem

Hello @ll!
I was testing many options in GLPI Helpdesk, I found some solution to my problem but I'm not satisfied of that, so I want to ask for your help. What will be the best parametrization for my company. It goes like that:

Central entity (root): Users and IT team. User can write ticket and default it goes to IT. (I haven't got problem with that). The IT team from central entity also can resolve problems from child entity.

Many child entities: Also Users and IT team, but IT can write tickets to IT team in central entity. Users can write ticket to IT from child entity, but if IT can't solve problem they can assign ticket to IT team from central entity.

How can i resolve that?

Last edited by pmd (2009-02-25 15:49:43)

remi

GLPI-DEV

From: Champagne

Registered: 2007-04-28

Posts: 7,127

Website

Re: Ticket escalation problem

If "IT team" is a group (as I understood), you need "recursive group".

This is a common feature request, which will be available in comming soon 0.72.

You can find a non-official, non supported backport of this feature for 0.71.5 at :
https://www.08000linux.com/lstm/contributions/215/list

+

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pmd

Member

Registered: 2009-02-24

Posts: 9

Re: Ticket escalation problem

I was testing the recoursive groups in 0.72, but this functionality isn't satisfied for me. Why? Because central IT Team is divided to few groups. One of this group is Support IT, and Support is responsible for assigning ticket to other groups. For ex. Exploatation, Project, Network etc. I'm doing an organisation scheme right now. I will upload that to imageshack and I think that it will be easier to undesrstand my problem.

And here it is:
http://img525.imageshack.us/my.php?image=scheme1.jpg
http://img87.imageshack.us/my.php?image=scheme2.jpg

Important thing is that child entity IT Team decides by themselves if they are able to solve ticket, and if they decide to assign ticket to central entity, they can assign it only to SUPPORT.

Last edited by pmd (2009-02-25 17:36:13)

BrainSCAN

Member

From: Spain

Registered: 2006-12-11

Posts: 86

Re: Ticket escalation problem

I have the same problem.

I have tried to download the unofficial patch, but I can't because I don't have a user in that website, and I can't find a way to sign-up.

Does anyone have a copy of it?

Thanks.

Last edited by BrainSCAN (2009-05-06 14:52:01)