Escalade¶
Sources link: https://github.com/pluginsGLPI/escalade
Requirements for latest version¶
This plugin requires :
PHP 7.2 or higher
GLPI >= 9.4
Features¶
Escalade plugin aims to simplifier the ticket escalation process in GLPI. It also adds a graphical historical for assigned groups.
Install the Plugin¶
Uncompress the archive.
Move the
escalade
directory to the<GLPI_ROOT>/plugins
directoryNavigate to the Configuration > Plugins page,
Install and activate the plugin.
Usage¶
The plugin will create required tables in the database automatically. Those tables will be updated along with the plugin.
Plugin usage is quite simple:
configure plugin
You will access the plugin configuration from the Setup > Plugins > Escalade.

Configuration¶
Remove old assign group on new group assign
When this option is enabled, plugin remove old group when new group is assign to ticket
Show group assign history visually
When this option is enabled, plugin display display group assign history

Escalation history in tasks
When this option is enabled, the plugin adds a private task containing the escalation information fore each escalation

Remove technician(s) on escalation
When this option is enabled, the plugin remove assign technician when escalation is performed
Ticket status after an escalation
When this option is enabled, the plugin change ticket status when escalation is performed
Assign ticket to initial group on solve ticket
When this option is enabled, the plugin assign fisrt group assigned to ticket
Assign the technical manager on ticket category change
When this option is enabled, the plugin assign fisrt group assigned to ticket
Assign the technical group on ticket category change
When this option is enabled, the plugin assign the technical group of categroy selected from ticket
Clone tickets
When this option is enabled, the plugin gives the possibility to clone a ticket and to link it the initial ticket

Close cloned tickets at the same time
When this option is enabled, at the closing of a ticket, cloned and linked tickets are also closed
Use the technician’s group
When this option is enabled, the plugin assign fist or latest group of technician assign to ticket
Display delete button
Display or not delete button for group, user or supplier switch type (requester, watcher, assigned to)
Enable filtering on the groups assignment
When this option is activated, the plugin filters the groups displayed in the dropdown list
Example
“glpi” user is affected to group “groupe 1”
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“groupe 1” is configured to allow ticket escalation only to “group 2”
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“glpi” user can only reassign ticket to “groupe 2” because it’s assign to “groupe 1”
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For other users not assign to “groupe 1”, they can’t reassign group to ticket
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You can « bypass » this behavior per user
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Ticket’s search engine¶
Plugin add three new search option

Group concerning by escalation
Ex : get all tickets actually escalated to group « groupe 1 »
Number of escalation
Ex : get all tickets with more than ten escalation
Number of escalation between two groups
Ex : get all tickets with more than 2 escalations between two groups
Central page¶
New dashlet to display ticket solved to close and assign to you group

New dashlet to display not solved ticket where your groups was not actually assign but was in the past
