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glpi-project / glpi

GLPI is a Free Asset and IT Management Software package, Data center management, ITIL Service Desk, licenses tracking and software auditing.
https://glpi-project.org
GNU General Public License v3.0
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Setting Observer during creation sets In Progress status #11417

Closed tizianosartori closed 2 years ago

tizianosartori commented 2 years ago

Code of Conduct

Is there an existing issue for this?

Version

10.0.0

Bug description

When a user opens a ticket and sets up an observer, the call is set "in progress" and does not remain in the "new" state.

Relevant log output

No response

Page URL

/front/helpdesk.public.php?create_ticket=1

Steps To reproduce

  1. Open a ticket
  2. Set at least 1 supervisor

Your GLPI setup information

Informazioni sul sistema, l'installazione e la configurazione
GLPI 10.0.0 ( => /var/www/glpi)
Installation mode: TARBALL
Current language:it_IT
Server
 
Operating system: Linux glpi 5.10.0-13-amd64 #1 SMP Debian 5.10.106-1 (2022-03-17) x86_64
PHP 7.4.28 apache2handler (Core, FFI, PDO, Phar, Reflection, SPL, SimpleXML, Zend OPcache, apache2handler, apc, apcu, bz2,
    calendar, ctype, curl, date, dom, exif, fileinfo, filter, ftp, gd, gettext, hash, iconv, imap, intl, json, ldap, libxml,
    mbstring, mysqli, mysqlnd, openssl, pcre, pdo_mysql, posix, readline, session, shmop, sockets, sodium, standard, sysvmsg,
    sysvsem, sysvshm, tokenizer, xml, xmlreader, xmlwriter, xsl, zip, zlib)
Setup: max_execution_time="30" memory_limit="256M" post_max_size="50M" safe_mode="" session.save_handler="files"
    upload_max_filesize="50M" 
Software: Apache/2.4.53 (Debian) (Apache/2.4.53 (Debian) Server at glpi.domain.it Port 443
)
    Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/100.0.4896.127 Safari/537.36
Server Software: MySQL Community Server - GPL
    Server Version: 8.0.15
    Server SQL Mode: STRICT_TRANS_TABLES,NO_ENGINE_SUBSTITUTION
    Parameters: glpi@192.168.99.5/glpi
    Host info: 192.168.99.5 via TCP/IP

PHP version (7.4.28) is supported.
Sessions configuration is OK.
Allocated memory is sufficient.
mysqli extension is installed.
Following extensions are installed: dom, fileinfo, json, simplexml.
curl extension is installed.
gd extension is installed.
intl extension is installed.
libxml extension is installed.
zlib extension is installed.
The constant SODIUM_CRYPTO_AEAD_XCHACHA20POLY1305_IETF_NPUBBYTES is present.
Database engine version (8.0.15) is supported.
The log file has been created successfully.
Write access to /var/www/glpi/files/_cache has been validated.
Write access to /var/www/glpi/config has been validated.
Write access to /var/www/glpi/files/_cron has been validated.
Write access to /var/www/glpi/files has been validated.
Write access to /var/www/glpi/files/_dumps has been validated.
Write access to /var/www/glpi/files/_graphs has been validated.
Write access to /var/www/glpi/files/_lock has been validated.
Write access to /var/www/glpi/files/_pictures has been validated.
Write access to /var/www/glpi/files/_plugins has been validated.
Write access to /var/www/glpi/files/_rss has been validated.
Write access to /var/www/glpi/files/_sessions has been validated.
Write access to /var/www/glpi/files/_tmp has been validated.
Write access to /var/www/glpi/files/_uploads has been validated.
Web access to the files directory should not be allowed but this cannot be checked automatically on this instance.
Make sure access to error log file (/files/_log/php-errors.log) is forbidden; otherwise review .htaccess file and web server configuration.
exif extension is installed.
ldap extension is installed.
openssl extension is installed.
zip extension is installed.
bz2 extension is installed.
Zend OPcache extension is installed.
Following extensions are installed: ctype, iconv, mbstring, sodium.
Write access to /var/www/glpi/marketplace has been validated.
Access to timezone database (mysql) is not allowed.
GLPI constants
 
GLPI_ROOT: /var/www/glpi
GLPI_CONFIG_DIR: /var/www/glpi/config
GLPI_VAR_DIR: /var/www/glpi/files
GLPI_MARKETPLACE_DIR: /var/www/glpi/marketplace
GLPI_USE_CSRF_CHECK: 1
GLPI_CSRF_EXPIRES: 7200
GLPI_CSRF_MAX_TOKENS: 100
GLPI_USE_IDOR_CHECK: 1
GLPI_IDOR_EXPIRES: 7200
GLPI_ALLOW_IFRAME_IN_RICH_TEXT: 
GLPI_TELEMETRY_URI: https://telemetry.glpi-project.org
GLPI_INSTALL_MODE: TARBALL
GLPI_NETWORK_MAIL: glpi@teclib.com
GLPI_NETWORK_SERVICES: https://services.glpi-network.com
GLPI_MARKETPLACE_ALLOW_OVERRIDE: 1
GLPI_MARKETPLACE_MANUAL_DOWNLOADS: 1
GLPI_USER_AGENT_EXTRA_COMMENTS: 
GLPI_DISABLE_ONLY_FULL_GROUP_BY_SQL_MODE: 1
GLPI_AJAX_DASHBOARD: 1
GLPI_CALDAV_IMPORT_STATE: 0
GLPI_DEMO_MODE: 0
GLPI_CENTRAL_WARNINGS: 1
GLPI_DOC_DIR: /var/www/glpi/files
GLPI_CACHE_DIR: /var/www/glpi/files/_cache
GLPI_CRON_DIR: /var/www/glpi/files/_cron
GLPI_DUMP_DIR: /var/www/glpi/files/_dumps
GLPI_GRAPH_DIR: /var/www/glpi/files/_graphs
GLPI_LOCAL_I18N_DIR: /var/www/glpi/files/_locales
GLPI_LOCK_DIR: /var/www/glpi/files/_lock
GLPI_LOG_DIR: /var/www/glpi/files/_log
GLPI_PICTURE_DIR: /var/www/glpi/files/_pictures
GLPI_PLUGIN_DOC_DIR: /var/www/glpi/files/_plugins
GLPI_RSS_DIR: /var/www/glpi/files/_rss
GLPI_SESSION_DIR: /var/www/glpi/files/_sessions
GLPI_TMP_DIR: /var/www/glpi/files/_tmp
GLPI_UPLOAD_DIR: /var/www/glpi/files/_uploads
GLPI_INVENTORY_DIR: /var/www/glpi/files/_inventories
GLPI_NETWORK_REGISTRATION_API_URL: https://services.glpi-network.com/api/registration/
GLPI_MARKETPLACE_PLUGINS_API_URI: https://services.glpi-network.com/api/glpi-plugins/
GLPI_I18N_DIR: /var/www/glpi/locales
GLPI_VERSION: 10.0.0
GLPI_SCHEMA_VERSION: 10.0.0@9eb698d8fd49f9256d7bd63a6d747587e0effaff
GLPI_MARKETPLACE_PRERELEASES: 
GLPI_MIN_PHP: 7.4.0
GLPI_MAX_PHP: 8.2.0
GLPI_YEAR: 2022
Libraries
 
htmlawed/htmlawed version 1.2.6 in (/var/www/glpi/vendor/htmlawed/htmlawed)
phpmailer/phpmailer version 6.6.0 in (/var/www/glpi/vendor/phpmailer/phpmailer/src)
simplepie/simplepie version 1.5.8 in (/var/www/glpi/vendor/simplepie/simplepie/library)
mpdf/mpdf in (/var/www/glpi/vendor/mpdf/mpdf/src)
michelf/php-markdown in (/var/www/glpi/vendor/michelf/php-markdown/Michelf)
true/punycode in (/var/www/glpi/vendor/true/punycode/src)
iamcal/lib_autolink in (/var/www/glpi/vendor/iamcal/lib_autolink)
sabre/dav in (/var/www/glpi/vendor/sabre/dav/lib/DAV)
sabre/http in (/var/www/glpi/vendor/sabre/http/lib)
sabre/uri in (/var/www/glpi/vendor/sabre/uri/lib)
sabre/vobject in (/var/www/glpi/vendor/sabre/vobject/lib)
laminas/laminas-i18n in (/var/www/glpi/vendor/laminas/laminas-i18n/src)
laminas/laminas-servicemanager in (/var/www/glpi/vendor/laminas/laminas-servicemanager/src)
monolog/monolog in (/var/www/glpi/vendor/monolog/monolog/src/Monolog)
sebastian/diff in (/var/www/glpi/vendor/sebastian/diff/src)
donatj/phpuseragentparser in (/var/www/glpi/vendor/donatj/phpuseragentparser/src/UserAgent)
elvanto/litemoji in (/var/www/glpi/vendor/elvanto/litemoji/src)
symfony/console in (/var/www/glpi/vendor/symfony/console)
scssphp/scssphp in (/var/www/glpi/vendor/scssphp/scssphp/src)
laminas/laminas-mail in (/var/www/glpi/vendor/laminas/laminas-mail/src/Protocol)
laminas/laminas-mime in (/var/www/glpi/vendor/laminas/laminas-mime/src)
rlanvin/php-rrule in (/var/www/glpi/vendor/rlanvin/php-rrule/src)
blueimp/jquery-file-upload in (/var/www/glpi/vendor/blueimp/jquery-file-upload/server/php)
ramsey/uuid in (/var/www/glpi/vendor/ramsey/uuid/src)
psr/log in (/var/www/glpi/vendor/psr/log/Psr/Log)
psr/simple-cache in (/var/www/glpi/vendor/psr/simple-cache/src)
psr/cache in (/var/www/glpi/vendor/psr/cache/src)
league/csv in (/var/www/glpi/vendor/league/csv/src)
mexitek/phpcolors in (/var/www/glpi/vendor/mexitek/phpcolors/src/Mexitek/PHPColors)
guzzlehttp/guzzle in (/var/www/glpi/vendor/guzzlehttp/guzzle/src)
guzzlehttp/psr7 in (/var/www/glpi/vendor/guzzlehttp/psr7/src)
glpi-project/inventory_format in (/var/www/glpi/vendor/glpi-project/inventory_format/lib/php)
wapmorgan/unified-archive in (/var/www/glpi/vendor/wapmorgan/unified-archive/src)
paragonie/sodium_compat in (/var/www/glpi/vendor/paragonie/sodium_compat/src)
symfony/cache in (/var/www/glpi/vendor/symfony/cache)
html2text/html2text in (/var/www/glpi/vendor/html2text/html2text/src)
symfony/dom-crawler in (/var/www/glpi/vendor/symfony/dom-crawler)
twig/twig in (/var/www/glpi/vendor/twig/twig/src)
twig/string-extra in (/var/www/glpi/vendor/twig/string-extra)
symfony/polyfill-ctype not found
symfony/polyfill-iconv not found
symfony/polyfill-mbstring not found
symfony/polyfill-php80 in (/var/www/glpi/vendor/symfony/polyfill-php80)
symfony/polyfill-php81 in (/var/www/glpi/vendor/symfony/polyfill-php81)
LDAP directories
 
Server: 'ldap://192.168.99.1', Port: '389', BaseDN: 'DC=domain,DC=local', Connection filter:
        '(&(objectClass=user)(objectCategory=person)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))', RootDN:
        'CN=Nagios,CN=Users,DC=domain,DC=local', Use TLS: none
Server: 'ldap://192.168.69.1', Port: '389', BaseDN: 'DC=domain,DC=dominio', Connection filter:
        '(&(objectClass=user)(objectCategory=person)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))', RootDN:
        'CN=Nagios,CN=Users,DC=domain,DC=dominio', Use TLS: none
SQL replicas
 
Not active
Notifications
 
Way of sending emails: SMTP (anonymous@192.168.99.4)
Plugins list
 
    datainjection        Name: Data injection                 Version: 2.11.0     State: Enabled
    gappessentials       Name: Gapp Essentials                Version: 1.2.0      State: Installed / not activated
    genericobject        Name: Gestione degli oggetti         Version: 2.12.0     State: Installed / not activated
    jsaddons             Name: JS Addons                      Version: 1.0.0      State: Installed / not activated
    mreporting           Name: More Reporting                 Version: 1.8.0      State: Enabled
    archires             Name: Network Architectures          Version: 2.7.0      State: Installed / not activated
    ocsinventoryng       Name: OCS Inventory NG               Version: 2.0.0      State: Enabled
    reports              Name: Report                         Version: 1.14.0     State: Installed / not activated
    pdf                  Name: Stampa in PDF                  Version: 2.0.0      State: Installed / not activated
    useditemsexport      Name: Used items export              Version: 2.5.0      State: Installed / not activated
    treeview             Name: Visualizzazione struttura      Version: 1.9.1      State: Installed / not activated

Anything else?

No response

cconard96 commented 2 years ago

I think there may have been something lost in translation here. Can you show in a screenshot which field you are referring to as "supervisor"?

tizianosartori commented 2 years ago

Sorry, i mean Observer

cconard96 commented 2 years ago

I could not recreate the issue from the latest 10.0 bugfix branch. Creating a ticket from the simplified interface with an observer set resulted in a ticket being created with the "New" status.

tizianosartori commented 2 years ago

This is a screencast of the issue: https://user-images.githubusercontent.com/1233005/166226817-d14a76ee-ff34-4428-9656-83de9d0b3dfb.mp4

CCLGDaJul commented 2 years ago

Hi I have the same issue but i'm not using observers. I use standard interface for all of my users. I have too the bug of the empty requester.

A self service user create a ticket, the status is new as attended but there is no requester. A technician user create a ticket, I have the requester but the ticket goes processing.

I've checked all the setting (general settings, profile, template, ...) nothing wrong.

I hope it can help.

tizianosartori commented 2 years ago

Hi I have the same issue but i'm not using observers. I use standard interface for all of my users. I have too the bug of the empty requester.

A self service user create a ticket, the status is new as attended but there is no requester. A technician user create a ticket, I have the requester but the ticket goes processing.

I've checked all the setting (general settings, profile, template, ...) nothing wrong.

I hope it can help.

see https://github.com/glpi-project/glpi/pull/11328

cconard96 commented 2 years ago

The originally reported issue may be fixed by #11392

trasher commented 2 years ago

No feedback, closing

tizianosartori commented 2 years ago

Sorry, I confirm #11392 fix the issue