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The ticket status option after escalation is considering the assignment of a requester #369
Description
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Is there an existing issue for this?
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GLPI Version
10.0.18
Plugin version
2.9.16
Bug description
The ticket status option after escalation is considering the assignment of a requester, for example, when leaving the status option set to Assigned Service, the plugin is considering as if the assignment of the requesting actor in the call was an escalation, making it so that even if we have a business rule for the call defining the default status of open calls as NEW in the entity, the call is opened with the status IN SERVICE and not new, which should only occur after a technician performs an escalation.
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Activity
[-]A opção de status do ticket depois da escalação esta considerando o a atribuição de um solicitante[/-][+]The ticket status option after escalation is considering the assignment of a requester[/+]github-actions commentedon Aug 15, 2025
There has been no activity on this issue for some time and therefore it is considered stale and will be closed automatically in 10 days.
If this issue is related to a bug, please try to reproduce on latest release. If the problem persist, feel free to add a comment to revive this issue.
If it is related to a new feature, please open a topic to discuss with community about this enhancement on suggestion website.
You may also consider taking a subscription to get professionnal support or contact GLPI editor team directly.
jardeljsv commentedon Aug 20, 2025
Hello?
github-actions commentedon Sep 6, 2025
There has been no activity on this issue for some time and therefore it is considered stale and will be closed automatically in 10 days.
If this issue is related to a bug, please try to reproduce on latest release. If the problem persist, feel free to add a comment to revive this issue.
If it is related to a new feature, please open a topic to discuss with community about this enhancement on suggestion website.
You may also consider taking a subscription to get professionnal support or contact GLPI editor team directly.
stonebuzz commentedon Sep 8, 2025
Hi @jardeljsv
I am unable to reproduce the issue.
When creating a ticket with only a requester as an actor, the ticket correctly remains in the “New” status.
I also recommend verifying that, after ticket creation, no technician user or group is automatically assigned to the ticket (via rules for example).
Best regards,
jardeljsv commentedon Sep 11, 2025
Thank you for the detailed explanation! I checked again and, in fact, the options you mentioned are disabled. The strange behavior was occurring with users who have the requester profile and are using the simplified interface. The tickets opened via FormCreator, according to a business rule, were being created with the "New" status. However, after enabling the plugin option to keep the ticket status as "In Progress" after escalation, the regular tickets stopped being created with the "New" status. Upon checking the history, I noticed that this option affected the behavior that the business rule executed. Even if the ticket had no escalation, the status was automatically changing. I disabled the option, and the behavior stopped.
github-actions commentedon Sep 27, 2025
There has been no activity on this issue for some time and therefore it is considered stale and will be closed automatically in 10 days.
If this issue is related to a bug, please try to reproduce on latest release. If the problem persist, feel free to add a comment to revive this issue.
If it is related to a new feature, please open a topic to discuss with community about this enhancement on suggestion website.
You may also consider taking a subscription to get professionnal support or contact GLPI editor team directly.