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Configuration guide
- Home / Setup / General
- Behaviors tab
This behaviors will be applied during ticket creation.
This option allows to define the ticket number format, among:
- Y000001 : max 1 million tickets per year, ex 2011000001
- Ym0001 : max 10 thousand tickets per month, ex 2011030001
- Ymd01 : max 1 hundred tickets per day, ex 2011032501
- ymd0001 : max 10 thousand tickets per day, ex 1103250001
If you use one of this number format, you won't be able to come back to the original number format of GLPI. Also you won't be able to pass from a format to other one. Indeed, to know the next number of ticket, it is made a select max of last id.
If group is not set, and an item is selected, its group will be used. This behavior already exists in GLPI. It's activation make it have priority on the next.
If requester group is not set, and a requester is set, the first of his group is used. Le next filter can be used to filter groups when a user is member of various.
If technical group is not set, and a technician is set, the first of his group is used. Le next filter can be used to filter groups when a user is member of various.
This options set requester as a mandatory field when creating a ticket.
If you try to set a ticket as solved or closed (or select a type of solution) on a ticket without duration, you will get the message:
Duration mandatory to solve/close a ticket
You must add a task with a duration first.
If you try to set a ticket as solved or closed (or select a type of solution) on a ticket without category selected, you will get the message:
Category mandatory to solve/close a ticket
You must choose a category first.
If you try to set a ticket as solved or closed without a type of solution, you will get the message:
Type of solution mandatory to solve/close a ticket
You must set a type of solution, which will automatically set ticket as solved.
If you try to add a technician or a group of technicians in a ticket without category selected, you will get the message:
Category is mandatory when you assign a ticket
You must choose a category first.
If you try to set a ticket as solved or closed without the description of the solution, you will get the message:
Description of solution mandatory to solve/close a ticket
You must write the description of the solution, which will automatically set ticket as solved.
If you try to set a ticket as solved or closed without any technician assigned, you will get the message:
Technician is mandatory to solve/close a ticket
You must assign a technician first.
If you try to set a ticket as solved or closed without any group of technicians assigned, you will get the message:
Group of technicians is mandatory to solve/close a ticket
You must assign a group of technicians first.
When you add a technician, the first of his group is used. Le next filter can be used to filter groups when a user is member of various. You will see this assignation after the ticket's update.
If you try to set a ticket as solved or closed without location selected in the ticket, you will get the message:
Location mandatory to solve/close a ticket
You must select a location in the ticket first.
You can't create a task without affect it a category.
If you try to change the create date of a ticket, this will be ignored.
Lock an item during its update
Lock multi-actors of GLPI core
You must change the states of the TO DO tasks to be allow to solve or close the ticket.
When you solve or close a ticket, the connected user is added as an assigned technician
When you add a followup, the connected user is added as an assigned technician if none of these technical groups are already assigned
This requires than the "Item's uninstallation" Plugin is installed.
When a computer is purged from GLPI, le linked computer in OCS is also deleted.
The vision will be limited to the assets whose User field contains the login of the connected person
The vision will be limited to the assets whose Group field contains a group of the connected person
These 2 options are only if you don't have Update right on objects: computer, monitor, network equipment, peripheral, phone, printer and software license.
If set to Yes
- Assign to a technician (before version 2.0.0)
- Assign to a group of technicians
- Assign to a supplier (before version 2.0.0)
- Add a watcher (before version 2.0.0)
- Change status
- change status to Waiting status
- Last supplier assigned
- Last group assignied
- Last technician assigned
- Last watcher added
- Supervisor of last group assigned
- Last group assigned without supervisor
This functionality is displayed by a new tab in the object.
Objects concerned are:
- notification template
- profile
- all rules (business, affectation, mail collector...)
- transfert
- ticket
- in active entity : the object will be added in the in the entity in which the user is located
- in item's entity : the object will be added in the same entity as the cloned object These 2 features are especially for tree multi-entities
If you try to set a problem as solved or closed without a type of solution, you will get the message:
Type of solution mandatory to solve/close a problem
You must set a type of solution, which will automatically set problem as solved.
You must change the states of the TO DO tasks to be allow to solve or close the problem.
This option allows to define the change number format, among:
- Y000001 : max 1 million changes per year, ex 2011000001
- Ym0001 : max 10 thousand changes per month, ex 2011030001
- Ymd01 : max 1 hundred changes per day, ex 2011032501
- ymd0001 : max 10 thousand changes per day, ex 1103250001
If you use one of this number format, you won't be able to come back to the original number format of GLPI. Also you won't be able to pass from a format to other one. Indeed, to know the next number of change, it is made a select max of last id.
You must change the states of the TO DO tasks to be allow to solve or close the change.