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Ideas
+4
Bussines Rules For Tickets
Currently, in each Business Rule for Tickets, we have a unique criterion that, if met, applies the defined actions when that criterion is true.
What possibility would there be to expand the number of criteria to more than one as well as the actions associated with each of them, all within the same Business Rule for Tickets?
Example for a single rule: Assignment rule according to the ticket title
| Criteria # | Criteria | Actions if true |
| Criteria 1 | Title Contains 'printer without toner' | Category Assign Change Toner |
| Criteria 2 | Title Contains 'computer does not turn on' | Category Assign Technical Support |
| ..... | ..... | ..... |
| Criteria N | Criteria N | Actions N if true |
This would not only simplify the number of defined rules but also allow for grouping similar criteria and actions in a single Business Rule for Tickets.
This would allow, for example, to assign service categories to tickets generated from public forms.
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An example of multiple criteria in a single rule:
In public forms, a 'radio' type question can be used. This allows for a list of options to be displayed.
However, since these options are public, it is not possible to relate each of them to a specific GLPI category from the public form.
With a business rule for services with multiple criteria, it would be possible to assign the specific category to the ticket generated from the public form, depending on the selection made in the radio options. All of this in a single rule with several assignment criteria