PM integration with GLPI

[adilbouazzaoui]

Hello, i finalized the integration of PM with GLPI, just want to know how can i integrate the PM processes with GLPI forms (incidents and requests) and not PM Dynaforms?

[tomolimo]

Hello @adilbouazzaoui Could you describe in details what you would like to do? Thank you, Regards, Tomolimo

[adilbouazzaoui]

Hello @tomolimo What i need is to create a request process in PM and integrate it with GLPI. this process is like this: 1- a user initiate a request 2- the request goes to line manager (reports to) for approval 3- then if approved, the request goes to IT level 1 for processing 4- if it's complicated, the request is forwarded to IT level 2 for processing 5- ticket closure.

[adilbouazzaoui]

additionaly, even when i try to assign a process to a specific ticket to test it doesn't get added!

[tomolimo]

Hello @adilbouazzaoui Did you follow the tutorials? Here https://github.com/tomolimo/processmaker/wiki/Tutorials Thank you Regards, Tomolimo

[adilbouazzaoui]

Hello @tomolimo yes of course, you helped me finalize the integration. i followed the tutorials many times but it doesn't work! as you can see in both screenshots above

[tomolimo]

Hello @adilbouazzaoui Do you have any error messages? Could you post error logs? Thank you, Regards, Tomolimo

[adilbouazzaoui]

didn't find any error in PM. for GLPI, i noticed these 2 errors:

And when i assign process to ticket or change manually this is the error i get:

[adilbouazzaoui]

when i assigned the right user to the case, i assign the case manually to the ticket but nothing happens in glpi web, however i get these errors in GLPI log:

[tomolimo]

Hello @adilbouazzaoui Did you synch the GLPI user into PM server? See https://github.com/tomolimo/processmaker/wiki/Automatic-actions What is the GLPI user? Post screenshot What's the PM server user? Post screenshot Thank you, Regards, Tomolimo

[adilbouazzaoui]

Hello @tomolimo yes, users are already synched to PM server. this is the user that i setup in assignment (hruser1) belongs to group HR_GROUP:

the request is created in GLPI by hruser1:

and when i try to assign process to the request nothing happen, and i don't get any error :

and this is the GLPI php error i get:

[tomolimo]

Hello @adilbouazzaoui And what's the current GLPI user you are using to create the process-case? Thank you, Regards, Tomolimo

[adilbouazzaoui]

Hello @tomolimo my own user "adil bouazzaoui" super admin user

[tomolimo]

Is your user in the HR_GROUP in PM server?

[adilbouazzaoui]

i don't follow! let me explain the steps and you can confirm to me: step 1: create a process in PM server:

• i created 1 task that is assigned to HR_GROUP + 1 task that is assigned to all users step 2: i synced the process to glpi + authorize the process for request, incident, change and problem ==> logged in to GLPI with my user "adil bouazzaoui" super admin. step 3: i logged in to GLPI with "hruser1" and created 1 request ticket. + i logged in with different user and created 1 request ticket. step 4: i logged in to GLPI with my own user "adil bouazzaoui" super admin, and i tried to create process list for both requests but i get the same result

[tomolimo]

The issue is on step 4: you tried to start a process-case with a user "adil bouazzaoui" who is not in the "Assignment Rules" of the first task of the process.

[adilbouazzaoui]

first, when i login to GLPI with hruser1 there is no option to start a process-case. second, even when i link a process to a GLPI FORM, and hruser1 submit the form but it doesn't follow the process!

So why the process is not integrated with the GLPI FORM?

[tomolimo]

Hello @adilbouazzaoui The PM plugin has never been linked to the "Form Creator" plugin. It is linked to the self-service form, see the use case described in the tutorials: https://github.com/tomolimo/processmaker/wiki/Tutorial-2 Thank you, Regards, Tomolimo

PS: you may start a process-case at ticket creation: if in the ticket description you add a special tag: see https://github.com/tomolimo/processmaker/wiki/Automatic-start-of-cases. So if in the GLPI FORM you add an hidden field containing the special tag, then it will start a process-case in the ticket.

[adilbouazzaoui]

Hello @tomolimo thanks, let me explain the current situation: 1- now i'm able to start a case only if i put this ##TicketProcess: #9756427076749a9aacd0789088592790## in ticket description., and when ticket is created i get this error:

2- I followed tuto 2 3 times, The case doesn't get opened when i select the category!

3- when i try to assign a case to an already created ticket i get this error:

4- This is the exact process that i want to implement, i'll appreciete your support to help me get it done: a- an HR user will submit a request. b- request will be assigned to his manager. c- we have 2 conditions, manager can approve or cancel the request. if he approves it, the request goes to IT support level 1 for treatment. d- we have 2 conditions here, IT support level 1 can finish the request, or escalate it to IT support level 2. e- IT support level 2 can finish the request. f- user receives an email from GLPI with the resolution details.

[adilbouazzaoui]

Hello @tomolimo i hope you can help on this, we have an ongoing project and we need to make a decision about processmaker. Thank you