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Process configuration

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tomolimo edited this page May 21, 2019 · 4 revisions

Process - Configuration

A click on a process from Plugin process list screen will edit process definition in GLPI.

Process

  1. Name: is the name of the process.
  2. GUID: is the global unique identifier for this process.
  3. Active: Yes/No, select Yes to activate this process in GLPI, and No to de-activate. You may enable or disable a process at any time, but it will only affect start of new cases. Currently running cases will continue their life unaffected.
  4. Hide...: Yes/No, select No if in the ticket tasks you want to see the 'case number' and the 'case title' in task descriptions. This will affect the future tasks, but not the existing ones.
  5. Insert...: Yes/No, select Yes if you want to insert task category comments (come from PM server) into GLPI task description. This will affect the future tasks, but not the existing ones.
  6. Set the maximum cases per GLPI item you authorize for this process. Reset to 0 for unlimited case creation.
  7. Set to Yes if you want to be able to start cases of this process when in central interface and in incident tickets.
  8. Set to Yes if you want to be able to start cases of this process when in central interface and in request tickets.
  9. Ticket type and ITIL category: used when a process is authorized for self-service. In this case, select if the process should be available when creating a ticket for Incident or for Request. And for which ITIL category.
  10. Set to Yes if you want to be able to start cases of this process in changes.
  11. Set to Yes if you want to be able to start cases of this process in problems.
  12. Project type: experimental, don't change this unless you know exactly what you are doing.
  13. Set to Yes to switch this process in maintenance mode: it will prevent start of new case for this process, and precent any interaction with already started cases.

Task List

A click on the 'Synchronize Task List' will refresh the task list.
This list is mainly here to give information, and to verify that translations are correct when editing the task categories.
Note that, you may change the translation from the task category form, but I do not encourage that for the reason that at next 'Synchronize of task list', you'll loose the modifications you've done.

Authorizations

From this form, you may define the authorizations to start a case for the process.

Example: If you want to have a case started by self-service (or post-only) user, you need to:

  1. define that this process can be started for 'Request' (or 'Incident') ticket,
  2. define which ITIL category (or ticket category) will be used to start the cases. Of course this ITIL category must also be defined as visible in simplified interface and visible for the same type than the process 'Request' (or 'Incident').
  3. define a right for self-service (or post-only) people to start it in an entity (and recursive yes/no).
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