Parent entity at destination

[paulodambros]

Parent entity at destination

We have a problem with directing tickets to the correct entities. This is because there is no filter to choose specific entities on the forms.

One idea we suggest is to insert a field called Parent Entity.

When the user marks the Target Entity field as "From a GLPI object> question answer of entity type"

Add a field called parent entity. This field must show all entities and must allow the choice of a specific entity.

And on the form screen, only the child entities of the entity chosen in the form must appear.

PS. Forgive my fluency in Google Translate. :)

[btry]

Hi

Is it not possible to give recursive view to technicians who will resolve the ticket ?

Your suggestion goes in the wrong direction : Formcreator permits users to interact out of the entities they are allowed to interact. I'm searching solutions to avoid this.

[paulodambros]

HI This is not for technicians, but for users who open calls. The visualization of technicians is perfect.

The idea is that when creating a form, it allows to select from which entity it will present to the requesting user.

For example:

Root entity

• Information Technology

• • Technical support (administrative units)

• • • Unit 01

• • • Unit 02

• • • Unit 03

• • • Unit 04

• • • Unit n

• • Systems

• • Infrastructure (regional centers)

• • • Unit 01

• • • Unit 02

• • • Unit 03

• Warehouse

• • • Unit 01

• • • Unit 02

• • • Unit 03

• • • Unit 04

• • • Unit n

• Human Resources (regional)

• • • Unit 01

• • • Unit 02

• • • Unit 03

The idea is that formCreator allows the admin to mark the field, as in the image below. Then it opens a new field with the name "Parent entity". From this, on the screen of the opening form of the call, the GLPI presents only the child entities of the one that was marked in the parameters of the forms. Then target the right entity.

So I can have a form for Infrastructure, which will only show the child infrastructure units. Even if it has forms for human resources, it shows only the child units of that entity.

To make it easier for the user to choose the correct entity and each technician of these entities see only what he can meet. As it is today, this will confuse the user since we can apply GLPI in a multi-campus university, where there are students, university professors, technicians, external public, etc.

[btry]

Hi I did some changes in the develop branch to solve code inconsistencies and implement on entities the tree related settings you can find for ITIL categories or locations. This should solve your needd. But this version is not ready for production. You have to wait a while before I release a beta version.

[paulodambros]

OK, if you can help in any.

[btry]

I cannot help you further. You need to test the feature to see if is satisfying. If you want to test quickly, you need a test instance of GLPI. Your feedback will be appreciated.