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initiativa / roundrobin

GLPI - Automatic Round Robin Assignment in ticket by selected category
GNU General Public License v3.0
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Plugin is removing user from requester field #12

Open mabuchiplm opened 1 year ago

mabuchiplm commented 1 year ago

I've found if RoundRobin plugin is active then is removing somehow user from requester field. If I turn it off then users are corectly attached but ticket is not assigning to a technician. Problem exists for technician portal and user self simplified portal. GLPI v10.0.5

Giudy commented 1 year ago

hello, I don't get completely. The plugin replace the assignments once a ticket is created and the plugin configured. Have you created a group and inserted the technicians?

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aerosox commented 1 year ago

facing same issue on glpi10. Looking at the code and i notice the ticket information (requester/agent/watcher) is in glpi_tickets_users table.

When ticket created manually and pre-assign the agent, under the requester type (type 1) there will be email address in the alternative_email field image

Whereas those used roundrobin to assign agent, the type 1's alternative_email field will be empty. Which caused the ticket replies not updated in the ticket. image

fitzpatrickcote commented 1 year ago

Same problem with GLPI 10.0.7. Seems to come from the setAssignment function that deletes every entry for the ticket ID and that do not re-create the entry for the requester for this ticket ID. I think there is a Pull request to correct this issue: Fix delete requester #7

pedrocastr8 commented 5 months ago

Hi. Does anyone could fix this issue? Is happening the same thing for me.

mlegend82 commented 2 months ago

I found how to solve it:

For those using the marketplace plugin, go to glpi/marketplace/roundrobin/inc/ and edit the file TicketHookHandler.class.php. On line 136, replace WHERE tickets_id = {$ticketId}; with WHERE tickets_id = {$ticketId} AND type = 2;.

Funny enough, I found the file right here in this repository, haha.

If you're not using the marketplace, just go to the /glpi/plugins directory."