Hello Henrique,
For me what you call ‘under observation’ could be like ‘under investigation’ (I
mean first step when a ticket is just created, when ticket qualification takes
place), right?
If it’s like I said, then ‘Processing assigned’ and ‘Processing Planned’ are
the status you need:
You may consider that ‘Processing assigned’ is like ‘under
observation’, and
As soon as a task is assigned to a Tech, then the ticket status
goes to ‘Processing Planned’
Regards,
Olivier MORON
Miscellaneous Program Member
RAYNET SNC
Tel : +33 4 76 33 49 52
Fax: +33 4 76 70 56 63
From: Glpi-user [mailto:[email protected]] On Behalf Of
[email protected]
Sent: Wednesday, June 03, 2015 5:16 PM
To: Liste de diffusion des utilsateurs de GLPI
Subject: Re: [Glpi-user] You can enter a new status called for?
Hello Henrique,
For tickets, you can take advantage of the fact that a "solved" ticket is only
"closed" after a certain amount of time unless the user does so. This period
can be considered as "under observation". But the status you describe looks to
me more like a "Problem" status than a ticket status.
If you go to the Problems, you will actually find this very status in the
dropdown, see my attachment.
Regards,
Erich
Am 2015-06-03 16:38, schrieb Moron, Olivier:
Dear Henrique,
As said previously in my 1st answer: there is no way to change Ticket statuses
as they are hardcoded into GLPI core.
Regards,
Olivier MORON
Miscellaneous Program Member
RAYNET SNC
Tel : +33 4 76 33 49 52
Fax: +33 4 76 70 56 63
From: Glpi-user [mailto:[email protected]] On Behalf Of Henrique
Fagundes
Sent: Wednesday, June 03, 2015 12:12 PM
To: Liste de diffusion des utilsateurs de GLPI
Subject: Re: [Glpi-user] You can enter a new status called for?
Colleagues,
Good day!
Thanks for answering!
I'm not talking about "Status of items." I'm actually talking about the "Ticket
Status". I'm looking for an alternative to insert a new one.
Look at the picture attached. This is where I would like to enter the status
"under observation".
Thank you for your attention.
Sincerely,
[X]
-------- Mensagem original --------
Assunto: Re: [Glpi-user] You can enter a new status called for?
De: Moron, Olivier
<[email protected]><mailto:[email protected]>
Para: Liste de diffusion des utilsateurs de GLPI
<[email protected]><mailto:[email protected]>
Data: 03/06/2015 03:36
Hello Henrique,
Are you speaking about Ticket statuses, or about Items (Computers, Networks,
...) statuses?
If you are speaking about Ticket statuses: then no way to add a new one, ticket
statuses are hardcoded into source files. Mainly due to ticket status workflow
that you can defined in the Profile settings. (Could it be redefined via a
plugin? I don't know: question is open☺).
For Items, you may follow the explanation from Andres: we are using these Item
statuses a lot.
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