Escalade¶

Sources link: https://github.com/pluginsGLPI/escalade
Download: https://github.com/pluginsGLPI/escalade/releases

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 directory
Navigate 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”

“groupe 1” is configured to allow ticket escalation only to “group 2”

“glpi” user can only reassign ticket to “groupe 2” because it’s assign to “groupe 1”

For other users not assign to “groupe 1”, they can’t reassign group to ticket

You can « bypass » this behavior per user