Missing in GLPI about processmaker HOT 10 CLOSED

Hello Alogez,
Could you post a screen copy of this ticket task tab?
thank you
regards,
Tomolimo

from processmaker.

Hello Tomolimo,

Then,

In mysql, 2 records are displayed for this specific ticket :

Thanks,
Alogez.

from processmaker.

Tomolimo,

Let Aymeric and Chantal be two users (same profile : Self-Service, tightly tuned for processmaker purpose, and image copy also).
One of them (Chantal) is starting from ticket a workflow.
The second user, Aymeric, (processmaker in or out), can not see the Chantal's ticket.

Does the processmaker plugin allow the second user (Aymeric) to see his assigned task (through planning or somewhere else).
How could it be possible to get this?

Alogez.

from processmaker.

Normally yes, but it could be that the GLPI configuration is missing something.
The plugin should add as 'watcher' any assigned person, when this person has no rights (via profile and entities) on the ticket., here is the 'post-only' (aka your self-service) profile:

from processmaker.

Tomolimo,
Thanks for your answer.

• My specific goal (from a particular profile Self Service)

My interface is lightly different from yours.

Without success : nothing appears. I keep on changing properties for this profile.

• Record in database
  In database, there is no record for "assigned person" for this specific ticket.

Thanks again.

Alogez.

from processmaker.

Try with 'voir tous les tickets'

from processmaker.

Tomolimo,

Obviously, this setting works. Thanks!
All the tasks appear therefore in the planning view.
I keep on searching for a better setting.
This kind of profile can not be able to see all the tickets.

Could you tell me a bit about "observer" field filled by processmaker plugin?
Why can't I get the new record in glpi_tickets_users?

Thanks in advance,

Alogez.

from processmaker.

The task assigned user is added as observer when and only when there is no profile/entity which can be used by the assigned user to view the task/ticket.
In other words, imagine two users with self-service profiles one on entity A and the second on entity B. Then when ticket is in entity A, the second user doesn't have any profile/entity that will permit him to view the task/ticket, then the plugin will add the second user as observer to the ticket.

from processmaker.

Tomolimo,
Thank you.
In my case, the root entity is dedicated to the company.
Then, sub-entities are defined for any department (marketing, accounting, IT support, and so on) that needs his own ticketing system to solve any request.

Any colleague has at least 1 profile (for request, ie. Self Service), at most 2 profiles (request and "solver" => technician or admin).
The solver profile is set within a specified entity.
Self-service is set within root entity to allow person to create ticket for any service.

In my case, Chantal and Aymeric are both simple users (1 profile : Self Service over root entity).
They both belong to the same entity (root one) but their profile disallow them to see each other tickets.

How could I proceed?

Thanks in advance,

Alogez.

from processmaker.

Tomolimo,
Thank you for your precious help.

I write it down to complete this issue.

To allow any assigned person to be quoted as observer for glpi ticket:
From file processmaker/inc/processmaker.class.php

$user_entities = Profile_User::getUserEntities( $techId, true, true );
$user_can_view = in_array( $glpi_item->fields['entities_id'], $user_entities );
if (!$glpi_item->isUser( CommonITILActor::REQUESTER, $techId )
&& !$glpi_item->isUser( CommonITILActor::OBSERVER, $techId )
&& !$glpi_item->isUser( CommonITILActor::ASSIGN, $techId )
&& !$user_can_view ) {

Changes the lines as followed :

//$user_entities = Profile_User::getUserEntities( $techId, true, true );
//$user_can_view = in_array( $glpi_item->fields['entities_id'], $user_entities );
if (!$glpi_item->isUser( CommonITILActor::REQUESTER, $techId )
&& !$glpi_item->isUser( CommonITILActor::OBSERVER, $techId )
&& !$glpi_item->isUser( CommonITILActor::ASSIGN, $techId ) ) {
//&& !$user_can_view ) {

Thanks.

Alogez.

from processmaker.