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2.9.7 - Problems escalating #218
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this should fix this issue (i hope) |
Hello. [2024-07-15 14:36:42] glpiphplog.WARNING: *** PHP Warning (2): Undefined array key "assign" in .../glpi/marketplace/escalade/inc/ticket.class.php at line 108 [2024-07-15 14:36:42] glpiphplog.WARNING: *** PHP Warning (2): foreach() argument must be of type array|object, null given in .../glpi/marketplace/escalade/inc/ticket.class.php at line 108 |
Hello again @stonebuzz. Regarding my first post: Problem 1 is confirmed - Escalation history is not working properly. For example, it only shows up when we escalate using Escalate button. If we search for the group, the previous is not added to history. Problem 3 is confirmed - The yellow private task mentioning the escalade option it's only being created when we escalate using Escalate button. Not using the search textbox or using "up arrow" (escalade history). Found the errors mentioned on the first post when: ticket is created (we have a rule to assign a group), making a solution, rejecting a solution, using the "associate myself" button. Errors are:
New problem found: If we have a requester or observer with an email (external user), the observer email will be deleted if escalade using the Escalate button or the "up arrow" (escalade history). The observer will stay if we escalade searching for the group.
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Hello @stonebuzz. SAME RESULT ->Problem 1 is confirmed - Escalation history is not working properly. For example, it only shows up when we escalate using Escalate button. If we search for the group, the previous is not added to history. SAME RESULT -> Problem 3 is confirmed - The yellow private task mentioning the escalade option it's only being created when we escalate using Escalate button. Not using the search textbox or using "up arrow" (escalade history). NEW RESULT -> No errors found when: ticket is created (we have a rule to assign a group), making a solution, rejecting a solution, using the "associate myself" button no longer writes those errors on the logs. But using the "associate myself" button is writting a new error, since I applied the #219 patch. SAME RESULT -> New problem found: If we have a requester or observer with an email (external user), the observer email will be deleted if escalade using the Escalate button or the "up arrow" (escalade history). The observer will stay if we escalade searching for the group.
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Hi @andrepetinga What version of glpi are you using? |
10.0.16 |
SAME RESULT -> Problem 3 is confirmed - The yellow private task mentioning the escalade option it's only being created when we escalate using Escalate button. Not using the search textbox or using "up arrow" (escalade history). Should be fixed by #230 |
NEW RESULT -> No errors found when: ticket is created (we have a rule to assign a group), making a solution, rejecting a solution, using the "associate myself" button no longer writes those errors on the logs. Should be fixed by #231 |
can you retry by using "main" branch ? after testing, the recent PR corrected the problem |
Hi @stonebuzz. Just picked up my installed 2.9.8 version and only applied the #230. Testing: When using the Escalade Button -> Still OK As you can see in the print, the Group "UGSI" was added at 14:43, and no Private task |
can you retry with main branch (not 2.9.8 + one patch) |
Hi @stonebuzz. Continued with my installed 2.9.8 version (now also with #230 correction) and only applied the #231. Testing: No error on the logs when using the "associate myself" button. |
Yes, that was my plan :) And yes, using the main branch: When using the Escalade Button -> OK! |
Hello @stonebuzz. So, after installing the main branch of 2.9.8 (no patches added), I repeated all my tests and: NEW RESULT ->Problem 1 no longer exists - Escalation history is now working properly. NEW RESULT -> Problem 3 no longer exists - The yellow private task mentioning the escalade option it's being created. NEW RESULT -> Now, using the "associate myself" button no longer raises an error on the log. SAME RESULT -> New problem found: If we have a requester or observer with an email (external user), the observer email will be deleted if escalade using the Escalate button or the "up arrow" (escalade history). The observer will stay if we escalade searching for the group. And we can see this on the LOGS: Using the "up arrow" (escalade history):
Using the Escalate button:
Almost there!!! :) |
Can you (please) open a new issue ? |
I'll consider this one ‘finished’ (I was waiting for your feedback as well as the others). |
Just created the new issue #241 |
hi @stonebuzz i can confirm that main branch has solved the issue. |
in view of the recent progress and feedback from the community, I'm closing this issue. release coming soon |
Hello.
For example: Created a ticket and the Group assigned was "CONTACT CENTER DSI"
Then escalate (using escalate button) to UARS and the visual history doesn't show any previous group:
Then escalate (using escalate button) to UAS and it only shows the previous group:
LOGS:
[2024-07-15 11:13:47] glpiphplog.WARNING: *** PHP Warning (2): Undefined array key "assign" in .../glpi/marketplace/escalade/inc/ticket.class.php at line 108
Backtrace :
marketplace/escalade/hook.php:433 PluginEscaladeTicket::pre_item_update()
src/Plugin.php:1680 plugin_escalade_pre_item_update()
src/CommonDBTM.php:1610 Plugin::doHook()
src/Ticket.php:2440 CommonDBTM->update()
src/CommonITILActor.php:434 Ticket->updateDateMod()
src/Group_Ticket.php:66 CommonITILActor->post_addItem()
src/CommonDBTM.php:1343 Group_Ticket->post_addItem()
src/CommonITILObject.php:8757 CommonDBTM->add()
src/CommonITILObject.php:2868 CommonITILObject->updateActors()
src/Ticket.php:2225 CommonITILObject->post_addItem()
src/CommonDBTM.php:1343 Ticket->post_addItem()
front/ticket.form.php:80 CommonDBTM->add()
public/index.php:82 require()
[2024-07-15 11:13:47] glpiphplog.WARNING: *** PHP Warning (2): foreach() argument must be of type array|object, null given in .../glpi/marketplace/escalade/inc/ticket.class.php at line 108
Backtrace :
marketplace/escalade/hook.php:433 PluginEscaladeTicket::pre_item_update()
src/Plugin.php:1680 plugin_escalade_pre_item_update()
src/CommonDBTM.php:1610 Plugin::doHook()
src/Ticket.php:2440 CommonDBTM->update()
src/CommonITILActor.php:434 Ticket->updateDateMod()
src/Group_Ticket.php:66 CommonITILActor->post_addItem()
src/CommonDBTM.php:1343 Group_Ticket->post_addItem()
src/CommonITILObject.php:8757 CommonDBTM->add()
src/CommonITILObject.php:2868 CommonITILObject->updateActors()
src/Ticket.php:2225 CommonITILObject->post_addItem()
src/CommonDBTM.php:1343 Ticket->post_addItem()
front/ticket.form.php:80 CommonDBTM->add()
public/index.php:82 require()
It only shows a blank page and checking the LOG:
[2024-07-15 11:20:22] glpiphplog.WARNING: *** PHP Warning (2): Undefined array key "ticket_details" in .../glpi/marketplace/escalade/inc/ticket.class.php at line 519
Backtrace :
marketplace/escalade/front/climb_group.php:42 PluginEscaladeTicket::climb_group()
public/index.php:82 require()
[2024-07-15 11:20:22] glpiphplog.CRITICAL: *** Uncaught Exception TypeError: Unsupported operand types: null + array in .../glpi/marketplace/escalade/inc/ticket.class.php at line 524
Backtrace :
marketplace/escalade/front/climb_group.php:42 PluginEscaladeTicket::climb_group()
public/index.php:82 require()
Only shows history text, not the "yellow task box":
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