search

initiativa / roundrobin

GLPI - Automatic Round Robin Assignment in ticket by selected category
GNU General Public License v3.0
3 stars 3 forks source link

Doesn't assign a ticket to one of the technicians #14

Open GuilhermeR00 opened 8 months ago

GuilhermeR00 commented 8 months ago

At my job, there are 4 IT technicians. I just implemented the Round Robin plug-in in GLPI, but it doesn't assign a ticket to one of the technicians. How can I make it forward a ticket to one of the technicians?

Giudy commented 8 months ago

Hello, how is the configuration of the plugin? have you assigned a group to the category of the ticket? is the group containing the 4 technicians? dvd

GuilhermeR00 commented 8 months ago

He doesn't show up as a user, so I can't put him in a category. Only the categories of items that we do not have GLPI appear for.

Giudy commented 8 months ago

I don't get. Can you copy and paste the screenshot of the plugin configuration please?

GuilhermeR00 commented 8 months ago

All these groups we have are hardware categories; they are not user groups. The user groups we have do not appear. Another important observation I would like to inform is that the plugin shows that there is an update. After clicking to update, it continues to prompt for an update and gets stuck in this eternal loop. I don't know if there is something in common.

image

Giudy commented 8 months ago

the group should have the parameter assigned to set to yes. is it like this? immagine

yep we now about the update thing. anyway the latest version is the 1.0.1

GuilhermeR00 commented 8 months ago

Sorry, the group is marked as yes

GuilhermeR00 commented 8 months ago

image

mlegend82 commented 3 weeks ago

I noticed there is a function in the TicketHookHandler.class.php file that deletes users in the ticket. I tried to edit and post it in the GLPI plugins folder, but it ignores my changes and uses the store version. Any ideas on how we can address this issue?

mlegend82 commented 3 weeks ago

Achei como resolver:

para quem usa o plugin do marketplace vá em glpi/marketplace/roundrobin/inc/ e edite o arquivo TicketHookHandler.class.php, na linha 136 troque WHERE tickets_id = {$ticketId}; por WHERE tickets_id = {$ticketId} AND type = 2;

Pior que encontrei o arquivo aqui mesmo nesse repositório, rsrsrs.

Se não usa o marketplace só ir na pasta /glpi/plugins