formcreator
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pluginsGLPI
Viewing canceled tickets by the self-service profile on the tickets page
Describe the bug
First I did the report in GLPI, but they guided me to report in Form Creator.
I am copying the information from the original post.
The original post is this link:
https://github.com/glpi-project/glpi/issues/12360
Bug description
When the Self-Service profile user clicks the "Cancel my ticket" button, the ticket is cancelled, but the status does not change and the ticket continues on the user's home screen.
To Reproduce Steps to reproduce the behavior:
Self-service profile
1 - Access a ticket with a self-service profile user (ticket t_159):
2 - Click "Cancel my ticket" button:
3 - The page returns to the ticket screen. The canceled ticket is there.
4 - Access the ticket again. The button is gone and the status remains the same, but the number of tickets has decreased
5- The user is still able to include information in the canceled ticket:
Technician profile
1 - Access "Assistance" >> "Tickets".
2 - Enabled "Show the Trash".
3 - See the canceled ticket:
4 - The technician can enter information, a task for example:
++++++++
I believe that canceled tickets should not appear on the user's home screen, as it can cause confusion.
Expected behavior
The ticket should leave the self-service profile user's ticket screen. Maybe the status should change
Screenshots
Are in the topic above
GLPI / Plugins (please complete the following information):
- GLPI version: 10.0.2
Information about system installation & configuration
GLPI 10.0.2 ( => /var/www/html/glpi) Installation mode: TARBALL Current language:en_US
Server
Operating system: Linux glpi 5.10.16.3-microsoft-standard-WSL2 #1 SMP Fri Apr 2 22:23:49 UTC 2021 x86_64 PHP 7.4.28 apache2handler (Core, FFI, PDO, Phar, Reflection, SPL, SimpleXML, Zend OPcache, apache2handler, apc, apcu, bz2, calendar, ctype, curl, date, dom, exif, fileinfo, filter, ftp, gd, gettext, hash, iconv, imap, intl, json, ldap, libxml, mbstring, mysqli, mysqlnd, openssl, pcre, pdo_mysql, posix, readline, session, shmop, sockets, sodium, standard, sysvmsg, sysvsem, sysvshm, tokenizer, xml, xmlreader, xmlrpc, xmlwriter, xsl, zip, zlib) Setup: max_execution_time="30" memory_limit="128M" post_max_size="8M" safe_mode="" session.save_handler="files" upload_max_filesize="2M" Software: Apache/2.4.53 (Debian) (Apache/2.4.53 (Debian) Server at localhost Port 80 ) Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:103.0) Gecko/20100101 Firefox/103.0 Server Software: mariadb.org binary distribution Server Version: 10.7.4-MariaDB-1:10.7.4+maria~focal Server SQL Mode: STRICT_TRANS_TABLES,ERROR_FOR_DIVISION_BY_ZERO,NO_AUTO_CREATE_USER,NO_ENGINE_SUBSTITUTION Parameters: glpi_user@mariadb/glpidb Host info: mariadb via TCP/IPPHP version (7.4.28) is supported. Sessions configuration is OK. Allocated memory is sufficient. mysqli extension is installed. Following extensions are installed: dom, fileinfo, json, simplexml. curl extension is installed. gd extension is installed. intl extension is installed. libxml extension is installed. zlib extension is installed. The constant SODIUM_CRYPTO_AEAD_XCHACHA20POLY1305_IETF_NPUBBYTES is present. Database engine version (10.7.4) is supported. The log file has been created successfully. Write access to /var/www/html/glpi/files/_cache has been validated. Write access to /var/www/html/glpi/config has been validated. Write access to /var/www/html/glpi/files/_cron has been validated. Write access to /var/www/html/glpi/files has been validated. Write access to /var/www/html/glpi/files/_dumps has been validated. Write access to /var/www/html/glpi/files/_graphs has been validated. Write access to /var/www/html/glpi/files/_lock has been validated. Write access to /var/www/html/glpi/files/_pictures has been validated. Write access to /var/www/html/glpi/files/_plugins has been validated. Write access to /var/www/html/glpi/files/_rss has been validated. Write access to /var/www/html/glpi/files/_sessions has been validated. Write access to /var/www/html/glpi/files/_tmp has been validated. Write access to /var/www/html/glpi/files/_uploads has been validated. Web access to the files directory should not be allowed but this cannot be checked automatically on this instance. Make sure access to error log file (/files/_log/php-errors.log) is forbidden; otherwise review .htaccess file and web server configuration. exif extension is installed. ldap extension is installed. openssl extension is installed. zip extension is installed. bz2 extension is installed. Zend OPcache extension is installed. Following extensions are installed: ctype, iconv, mbstring, sodium. Write access to /var/www/html/glpi/marketplace has been validated. Access to timezone database (mysql) is not allowed.
GLPI constants
GLPI_ROOT: /var/www/html/glpi GLPI_CONFIG_DIR: /var/www/html/glpi/config GLPI_VAR_DIR: /var/www/html/glpi/files GLPI_MARKETPLACE_DIR: /var/www/html/glpi/marketplace GLPI_USE_CSRF_CHECK: 1 GLPI_CSRF_EXPIRES: 7200 GLPI_CSRF_MAX_TOKENS: 100 GLPI_USE_IDOR_CHECK: 1 GLPI_IDOR_EXPIRES: 7200 GLPI_ALLOW_IFRAME_IN_RICH_TEXT: GLPI_TELEMETRY_URI: https://telemetry.glpi-project.org GLPI_INSTALL_MODE: TARBALL GLPI_NETWORK_MAIL: [email protected] GLPI_NETWORK_SERVICES: https://services.glpi-network.com GLPI_MARKETPLACE_ALLOW_OVERRIDE: 1 GLPI_MARKETPLACE_MANUAL_DOWNLOADS: 1 GLPI_USER_AGENT_EXTRA_COMMENTS: GLPI_DISABLE_ONLY_FULL_GROUP_BY_SQL_MODE: 1 GLPI_AJAX_DASHBOARD: 1 GLPI_CALDAV_IMPORT_STATE: 0 GLPI_DEMO_MODE: 0 GLPI_CENTRAL_WARNINGS: 1 GLPI_DOC_DIR: /var/www/html/glpi/files GLPI_CACHE_DIR: /var/www/html/glpi/files/_cache GLPI_CRON_DIR: /var/www/html/glpi/files/_cron GLPI_DUMP_DIR: /var/www/html/glpi/files/_dumps GLPI_GRAPH_DIR: /var/www/html/glpi/files/_graphs GLPI_LOCAL_I18N_DIR: /var/www/html/glpi/files/_locales GLPI_LOCK_DIR: /var/www/html/glpi/files/_lock GLPI_LOG_DIR: /var/www/html/glpi/files/_log GLPI_PICTURE_DIR: /var/www/html/glpi/files/_pictures GLPI_PLUGIN_DOC_DIR: /var/www/html/glpi/files/_plugins GLPI_RSS_DIR: /var/www/html/glpi/files/_rss GLPI_SESSION_DIR: /var/www/html/glpi/files/_sessions GLPI_TMP_DIR: /var/www/html/glpi/files/_tmp GLPI_UPLOAD_DIR: /var/www/html/glpi/files/_uploads GLPI_INVENTORY_DIR: /var/www/html/glpi/files/_inventories GLPI_NETWORK_REGISTRATION_API_URL: https://services.glpi-network.com/api/registration/ GLPI_MARKETPLACE_PLUGINS_API_URI: https://services.glpi-network.com/api/glpi-plugins/ GLPI_I18N_DIR: /var/www/html/glpi/locales GLPI_VERSION: 10.0.2 GLPI_SCHEMA_VERSION: 10.0.2@a130db99c7d9b131c2e2ea59fe0d6260fe93d831 GLPI_MARKETPLACE_PRERELEASES: GLPI_MIN_PHP: 7.4.0 GLPI_MAX_PHP: 8.2.0 GLPI_YEAR: 2022
Libraries
htmlawed/htmlawed version 1.2.6 in (/var/www/html/glpi/vendor/htmlawed/htmlawed) phpmailer/phpmailer version 6.6.0 in (/var/www/html/glpi/vendor/phpmailer/phpmailer/src) simplepie/simplepie version 1.5.8 in (/var/www/html/glpi/vendor/simplepie/simplepie/library) tecnickcom/tcpdf version 6.4.4 in (/var/www/html/glpi/vendor/tecnickcom/tcpdf) michelf/php-markdown in (/var/www/html/glpi/vendor/michelf/php-markdown/Michelf) true/punycode in (/var/www/html/glpi/vendor/true/punycode/src) iamcal/lib_autolink in (/var/www/html/glpi/vendor/iamcal/lib_autolink) sabre/dav in (/var/www/html/glpi/vendor/sabre/dav/lib/DAV) sabre/http in (/var/www/html/glpi/vendor/sabre/http/lib) sabre/uri in (/var/www/html/glpi/vendor/sabre/uri/lib) sabre/vobject in (/var/www/html/glpi/vendor/sabre/vobject/lib) laminas/laminas-i18n in (/var/www/html/glpi/vendor/laminas/laminas-i18n/src) laminas/laminas-servicemanager in (/var/www/html/glpi/vendor/laminas/laminas-servicemanager/src) monolog/monolog in (/var/www/html/glpi/vendor/monolog/monolog/src/Monolog) sebastian/diff in (/var/www/html/glpi/vendor/sebastian/diff/src) donatj/phpuseragentparser in (/var/www/html/glpi/vendor/donatj/phpuseragentparser/src/UserAgent) elvanto/litemoji in (/var/www/html/glpi/vendor/elvanto/litemoji/src) symfony/console in (/var/www/html/glpi/vendor/symfony/console) scssphp/scssphp in (/var/www/html/glpi/vendor/scssphp/scssphp/src) laminas/laminas-mail in (/var/www/html/glpi/vendor/laminas/laminas-mail/src/Protocol) laminas/laminas-mime in (/var/www/html/glpi/vendor/laminas/laminas-mime/src) rlanvin/php-rrule in (/var/www/html/glpi/vendor/rlanvin/php-rrule/src) blueimp/jquery-file-upload in (/var/www/html/glpi/vendor/blueimp/jquery-file-upload/server/php) ramsey/uuid in (/var/www/html/glpi/vendor/ramsey/uuid/src) psr/log in (/var/www/html/glpi/vendor/psr/log/Psr/Log) psr/simple-cache in (/var/www/html/glpi/vendor/psr/simple-cache/src) psr/cache in (/var/www/html/glpi/vendor/psr/cache/src) league/csv in (/var/www/html/glpi/vendor/league/csv/src) mexitek/phpcolors in (/var/www/html/glpi/vendor/mexitek/phpcolors/src/Mexitek/PHPColors) guzzlehttp/guzzle in (/var/www/html/glpi/vendor/guzzlehttp/guzzle/src) guzzlehttp/psr7 in (/var/www/html/glpi/vendor/guzzlehttp/psr7/src) glpi-project/inventory_format in (/var/www/html/glpi/vendor/glpi-project/inventory_format/lib/php) wapmorgan/unified-archive in (/var/www/html/glpi/vendor/wapmorgan/unified-archive/src) paragonie/sodium_compat in (/var/www/html/glpi/vendor/paragonie/sodium_compat/src) symfony/cache in (/var/www/html/glpi/vendor/symfony/cache) html2text/html2text in (/var/www/html/glpi/vendor/html2text/html2text/src) symfony/css-selector in (/var/www/html/glpi/vendor/symfony/css-selector) symfony/dom-crawler in (/var/www/html/glpi/vendor/symfony/dom-crawler) twig/twig in (/var/www/html/glpi/vendor/twig/twig/src) twig/string-extra in (/var/www/html/glpi/vendor/twig/string-extra) symfony/polyfill-ctype not found symfony/polyfill-iconv not found symfony/polyfill-mbstring not found symfony/polyfill-php80 in (/var/www/html/glpi/vendor/symfony/polyfill-php80) symfony/polyfill-php81 in (/var/www/html/glpi/vendor/symfony/polyfill-php81) phpCas version 1.3.8 in (/usr/share/php/CAS/source)
LDAP directories
Server: '10.200.3.1', Port: '389', BaseDN: 'ou=people,dc=ufpr,dc=br', Connection filter: none, RootDN: none, Use TLS: none
SQL replicas
Not active
Notifications
Way of sending emails: PHP
Plugins list
fields Name: Additional fields Version: 1.17.0 State: Enabled Install Method: Manual behaviors Name: Comportamentos Version: 2.7.2 State: Enabled Install Method: Manual datainjection Name: Data injection Version: 2.11.2 State: Installed / not activated Install Method: Manual formcreator Name: Form Creator Version: 2.13.0-rc.2 State: Enabled Install Method: Manual genericobject Name: Gerenciamento de objetos Version: 2.12.1 State: Enabled Install Method: Manual itilcategorygroups Name: Grupos ItilCategory Version: 2.5.0 State: Installed / not activated Install Method: Manual tag Name: Tag Management Version: 2.9.2 State: Installed / not activated Install Method: Manual
Desktop (please complete the following information):
- OS: Windows 10
- Browser: Chrome, 103.0.5060.134 (Versão oficial) 64 bits
Additional context
I don't know if it's a bug or if it's some wrong configuration, but I believe it shouldn't appear on the main screen of the self-service profile, when it was canceled.
In my example, the technician accessed the ticket, but maybe this is not done every time.
I started studying GLPI and Form Creator together, so I imagined that the button would be from GLPI and not just from Plugin
Would be nice if I could setting "cancel" ticket for self-service profile, like other permissions (create, delete, update a ticket)
Another enhancement would be create a new status "Canceled" in life cycle of tickets or exclude permanently this ticket.
Hi
I could not analyze this issue.
@helioguardabaxo a user can cancel his ticket if no followup has been added yet, like in glpi. If I remember well the ticket becomes solved or closed. The status cancelled does not exists in glpi, then Formcreator cannot set it.
Hi
I think that the fix #2925 should help. It mainly forbids acess to tickets list, like in 2.12.x, and solves some tickets lifecycles problems to keep issues in sync.
Para uma solução temporária (A temporary solution): Create a Trigger that is triggered when the ticket changes. DELIMITER $ CREATE TRIGGER tgr_altera_formcreator_chamados AFTER UPDATE ON glpi_tickets FOR EACH ROW BEGIN IF (NEW.is_deleted = 1) THEN call sp_atualizaformcreator(NEW.id,7); ELSEIF (NEW.is_deleted = 0) THEN call sp_atualizaformcreator(NEW.id,2); END IF; END$;
And a function (Procedure) that updates the Status of the Form.
DELIMITER $$ CREATE PROCEDURE sp_atualizaformcreator (IN idParam INT, IN idStatus INT) BEGIN UPDATE glpi_plugin_formcreator_issues SET status=idStatus WHERE items_id=idParam; END;
Having enough feedbacks, I close this issue. The fix will be in the next release, due in the next week.