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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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When creating a ticket and assigning the category group in GLPi, the ticket is not being assigned, and the first response time continues to be counted. #16179

Closed verdanatech-marcio closed 8 months ago

verdanatech-marcio commented 11 months ago

Code of Conduct

Is there an existing issue for this?

Version

10.0.10

Bug description

When creating a ticket through GLPI, the ticket is opened and assigned, the assignment time counts normally, but when opened using the form the ticket is assigned to the group, but the assignment time is not counted. image When creating the form it always falls into this condition above image image

Relevant log output

No response

Page URL

http://localhost/glpi/front/ticket.form.php

Steps To reproduce

  1. Open a ticket via GLPi and assign it to a category that has a group in charge.
  2. Open a ticket with the same category using the form.

Your GLPI setup information

Instruções de instalação e configuração
GLPI 10.0.10 ( => /var/www/html/glpi-10.0.10)
Installation mode: GIT
Current language:pt_BR
Server
 
Operating system: Linux PEVTCMTNB3015 6.1.0-13-amd64 #​1 SMP PREEMPT_DYNAMIC Debian 6.1.55-1 (2023-09-29) x86_64
PHP 8.2.13 apache2handler (Core, FFI, PDO, Phar, Reflection, SPL, SimpleXML, Zend OPcache, apache2handler, apcu, bcmath, bz2,
    calendar, ctype, curl, date, dom, exif, fileinfo, filter, ftp, gd, gettext, hash, iconv, igbinary, imap, intl, json, ldap,
    libxml, mbstring, mysqli, mysqlnd, openssl, pcre, pdo_mysql, posix, random, readline, redis, session, shmop, soap, sockets,
    sodium, standard, sysvmsg, sysvsem, sysvshm, tokenizer, xml, xmlreader, xmlrpc, xmlwriter, xsl, zip, zlib)
Setup: max_execution_time="30" memory_limit="128M" post_max_size="8M" safe_mode="" session.save_handler="files"
    upload_max_filesize="2M" 
Software: Apache/2.4.57 (Debian) (Apache/2.4.57 (Debian) Server at glpi.local Port 80
)
    Mozilla/5.0 (X11; Linux x86_64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/120.0.0.0 Safari/537.36
Server Software: Debian 12
    Server Version: 10.11.4-MariaDB-1~deb12u1
    Server SQL Mode: STRICT_TRANS_TABLES,ERROR_FOR_DIVISION_BY_ZERO,NO_AUTO_CREATE_USER,NO_ENGINE_SUBSTITUTION
    Parameters: admin@127.0.0.1/glpi-10.9
    Host info: 127.0.0.1 via TCP/IP

PHP version (8.2.13) is supported.
Sessions configuration is OK.
Allocated memory is sufficient.
mysqli extension is installed.
Following extensions are installed: dom, fileinfo, filter, libxml, json, simplexml, xmlreader, xmlwriter.
curl extension is installed.
gd extension is installed.
intl extension is installed.
zlib extension is installed.
The constant SODIUM_CRYPTO_AEAD_XCHACHA20POLY1305_IETF_NPUBBYTES is present.
Database engine version (10.11.4) is supported.
No files from previous GLPI version detected.
The log file has been created successfully.
Write access to /var/www/html/glpi-10.0.10/files/_cache has been validated.
Write access to /var/www/html/glpi-10.0.10/config has been validated.
Write access to /var/www/html/glpi-10.0.10/files/_cron has been validated.
Write access to /var/www/html/glpi-10.0.10/files has been validated.
Write access to /var/www/html/glpi-10.0.10/files/_dumps has been validated.
Write access to /var/www/html/glpi-10.0.10/files/_graphs has been validated.
Write access to /var/www/html/glpi-10.0.10/files/_lock has been validated.
Write access to /var/www/html/glpi-10.0.10/files/_pictures has been validated.
Write access to /var/www/html/glpi-10.0.10/files/_plugins has been validated.
Write access to /var/www/html/glpi-10.0.10/files/_rss has been validated.
Write access to /var/www/html/glpi-10.0.10/files/_sessions has been validated.
Write access to /var/www/html/glpi-10.0.10/files/_tmp has been validated.
Write access to /var/www/html/glpi-10.0.10/files/_uploads has been validated.

Web server root directory configuration seems safe.
PHP directive "session.cookie_httponly" should be set to "on" to prevent client-side script to access cookie values.
OS and PHP are relying on 64 bits integers.
exif extension is installed.
ldap extension is installed.
openssl extension is installed.
Following extensions are installed: bz2, Phar, zip.
Zend OPcache extension is installed.
Following extensions are installed: ctype, iconv, mbstring, sodium.
Write access to /var/www/html/glpi-10.0.10/marketplace has been validated.
Timezones seems loaded in database.
GLPI constants
 
GLPI_ROOT: "/var/www/html/glpi-10.0.10"
GLPI_CONFIG_DIR: "/var/www/html/glpi-10.0.10/config"
GLPI_VAR_DIR: "/var/www/html/glpi-10.0.10/files"
GLPI_MARKETPLACE_DIR: "/var/www/html/glpi-10.0.10/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: false
GLPI_SERVERSIDE_URL_ALLOWLIST: ["/^(https?|feed):\\/\\/[^@:]+(\\/.*)?$/"]
GLPI_TELEMETRY_URI: "https://telemetry.glpi-project.org"
GLPI_INSTALL_MODE: "GIT"
GLPI_NETWORK_MAIL: "glpi@teclib.com"
GLPI_NETWORK_SERVICES: "https://services.glpi-network.com"
GLPI_MARKETPLACE_ALLOW_OVERRIDE: true
GLPI_MARKETPLACE_MANUAL_DOWNLOADS: true
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/html/glpi-10.0.10/files"
GLPI_CACHE_DIR: "/var/www/html/glpi-10.0.10/files/_cache"
GLPI_CRON_DIR: "/var/www/html/glpi-10.0.10/files/_cron"
GLPI_DUMP_DIR: "/var/www/html/glpi-10.0.10/files/_dumps"
GLPI_GRAPH_DIR: "/var/www/html/glpi-10.0.10/files/_graphs"
GLPI_LOCAL_I18N_DIR: "/var/www/html/glpi-10.0.10/files/_locales"
GLPI_LOCK_DIR: "/var/www/html/glpi-10.0.10/files/_lock"
GLPI_LOG_DIR: "/var/www/html/glpi-10.0.10/files/_log"
GLPI_PICTURE_DIR: "/var/www/html/glpi-10.0.10/files/_pictures"
GLPI_PLUGIN_DOC_DIR: "/var/www/html/glpi-10.0.10/files/_plugins"
GLPI_RSS_DIR: "/var/www/html/glpi-10.0.10/files/_rss"
GLPI_SESSION_DIR: "/var/www/html/glpi-10.0.10/files/_sessions"
GLPI_TMP_DIR: "/var/www/html/glpi-10.0.10/files/_tmp"
GLPI_UPLOAD_DIR: "/var/www/html/glpi-10.0.10/files/_uploads"
GLPI_INVENTORY_DIR: "/var/www/html/glpi-10.0.10/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/marketplace/"
GLPI_I18N_DIR: "/var/www/html/glpi-10.0.10/locales"
GLPI_VERSION: "10.0.10"
GLPI_SCHEMA_VERSION: "10.0.10@05de68add675fb55abaeec10f3a2552085594a16"
GLPI_MARKETPLACE_PRERELEASES: false
GLPI_MIN_PHP: "7.4.0"
GLPI_MAX_PHP: "8.4.0"
GLPI_YEAR: "2023"
Libraries
 
htmlawed/htmlawed version 1.2.14 in (/var/www/html/glpi-10.0.10/vendor/htmlawed/htmlawed)
phpmailer/phpmailer version 6.8.0 in (/var/www/html/glpi-10.0.10/vendor/phpmailer/phpmailer/src)
simplepie/simplepie version 1.5.8 in (/var/www/html/glpi-10.0.10/vendor/simplepie/simplepie/library)
tecnickcom/tcpdf version 6.6.2 in (/var/www/html/glpi-10.0.10/vendor/tecnickcom/tcpdf)
michelf/php-markdown in (/var/www/html/glpi-10.0.10/vendor/michelf/php-markdown/Michelf)
true/punycode in (/var/www/html/glpi-10.0.10/vendor/true/punycode/src)
iamcal/lib_autolink in (/var/www/html/glpi-10.0.10/vendor/iamcal/lib_autolink)
sabre/dav in (/var/www/html/glpi-10.0.10/vendor/sabre/dav/lib/DAV)
sabre/http in (/var/www/html/glpi-10.0.10/vendor/sabre/http/lib)
sabre/uri in (/var/www/html/glpi-10.0.10/vendor/sabre/uri/lib)
sabre/vobject in (/var/www/html/glpi-10.0.10/vendor/sabre/vobject/lib)
laminas/laminas-i18n in (/var/www/html/glpi-10.0.10/vendor/laminas/laminas-i18n/src)
laminas/laminas-servicemanager in (/var/www/html/glpi-10.0.10/vendor/laminas/laminas-servicemanager/src)
monolog/monolog in (/var/www/html/glpi-10.0.10/vendor/monolog/monolog/src/Monolog)
sebastian/diff in (/var/www/html/glpi-10.0.10/vendor/sebastian/diff/src)
donatj/phpuseragentparser in (/var/www/html/glpi-10.0.10/vendor/donatj/phpuseragentparser/src/UserAgent)
elvanto/litemoji in (/var/www/html/glpi-10.0.10/vendor/elvanto/litemoji/src)
symfony/console in (/var/www/html/glpi-10.0.10/vendor/symfony/console)
scssphp/scssphp in (/var/www/html/glpi-10.0.10/vendor/scssphp/scssphp/src)
laminas/laminas-mail in (/var/www/html/glpi-10.0.10/vendor/laminas/laminas-mail/src/Protocol)
laminas/laminas-mime in (/var/www/html/glpi-10.0.10/vendor/laminas/laminas-mime/src)
rlanvin/php-rrule in (/var/www/html/glpi-10.0.10/vendor/rlanvin/php-rrule/src)
ramsey/uuid in (/var/www/html/glpi-10.0.10/vendor/ramsey/uuid/src)
psr/log in (/var/www/html/glpi-10.0.10/vendor/psr/log/Psr/Log)
psr/simple-cache in (/var/www/html/glpi-10.0.10/vendor/psr/simple-cache/src)
psr/cache in (/var/www/html/glpi-10.0.10/vendor/psr/cache/src)
league/csv in (/var/www/html/glpi-10.0.10/vendor/league/csv/src)
mexitek/phpcolors in (/var/www/html/glpi-10.0.10/vendor/mexitek/phpcolors/src/Mexitek/PHPColors)
guzzlehttp/guzzle in (/var/www/html/glpi-10.0.10/vendor/guzzlehttp/guzzle/src)
guzzlehttp/psr7 in (/var/www/html/glpi-10.0.10/vendor/guzzlehttp/psr7/src)
glpi-project/inventory_format in (/var/www/html/glpi-10.0.10/vendor/glpi-project/inventory_format/lib/php)
wapmorgan/unified-archive in (/var/www/html/glpi-10.0.10/vendor/wapmorgan/unified-archive/src)
paragonie/sodium_compat in (/var/www/html/glpi-10.0.10/vendor/paragonie/sodium_compat/src)
symfony/cache in (/var/www/html/glpi-10.0.10/vendor/symfony/cache)
html2text/html2text in (/var/www/html/glpi-10.0.10/vendor/html2text/html2text/src)
symfony/css-selector in (/var/www/html/glpi-10.0.10/vendor/symfony/css-selector)
symfony/dom-crawler in (/var/www/html/glpi-10.0.10/vendor/symfony/dom-crawler)
twig/twig in (/var/www/html/glpi-10.0.10/vendor/twig/twig/src)
twig/string-extra in (/var/www/html/glpi-10.0.10/vendor/twig/string-extra)
symfony/polyfill-ctype not found
symfony/polyfill-iconv not found
symfony/polyfill-mbstring not found
symfony/polyfill-php80 not found
symfony/polyfill-php81 not found
symfony/polyfill-php82 in (/var/www/html/glpi-10.0.10/vendor/symfony/polyfill-php82)
league/oauth2-client in (/var/www/html/glpi-10.0.10/vendor/league/oauth2-client/src/Provider)
league/oauth2-google in (/var/www/html/glpi-10.0.10/vendor/league/oauth2-google/src/Provider)
thenetworg/oauth2-azure in (/var/www/html/glpi-10.0.10/vendor/thenetworg/oauth2-azure/src/Provider)
phpCas version 1.6.0 in (/usr/share/php/CAS/source)
LDAP directories
 
Server: '192.168.88.129', Port: '389', BaseDN: 'dc=verdanadesk,dc=local', Connection filter:
        '(&(objectClass=user)(objectCategory=person)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))', RootDN:
        'verdanadesk\administrator', Use TLS: none
SQL replicas
 
Not active
Notifications
 
Way of sending emails: SMTP+TLS (testeglpivdk@gmail.com@smtp.gmail.com)

### Anything else?

_No response_
verdanatech-marcio commented 9 months ago

Any answer ?

cedric-anne commented 8 months ago

Hi,

As far as I understand, this issue is related to the formcreator plugin and you already reported an issue on the plugin repository (https://github.com/pluginsGLPI/formcreator/issues/3429).

I close the current issue as it is a plugin issue.