When the ticket is automatically resolved, no template is assigned.

[kofe88]

Describe the bug
Hello!

When the ticket is automatically resolved, no template is assigned.

There is a solution template "Template 1" with id 1:

There is a solution type "Type 2" with id 2:

A trigger has been created in PM with the following content:

Assigned in the last Task in the "After routing" section

When the last Task is executed, the ticket is closed with the solution type "Type 2", but without a template.

[tomolimo]

Hello @kofe88
Could you post the version of GLPI and of PM server, and of PM plugin?
Could post the pmx file (process export) so that I can try to reproduce this issue? At least I need the minimal process that reproduce this issue, I don't need the complete process.
Thank you
Regards,
Tomolimo

[kofe88]

Hello @kofe88 Could you post the version of GLPI and of PM server, and of PM plugin? Could post the pmx file (process export) so that I can try to reproduce this issue? At least I need the minimal process that reproduce this issue, I don't need the complete process. Thank you Regards, Tomolimo

Hi!

GLPI 9.5.6

processmaker Name: Process Maker Version: 4.0.8 State: Enabled

ProcessMaker Ver. 3.3.0-community-RE-1.7

Тестовый_процесс_2-9.zip

[kofe88]

@tomolimo Hello! Сongratulations on the past holidays!)
Do you have any ideas?

[tomolimo]

Hello @kofe88
I've traced the issue till the root cause: in GLPI 9.5 the solutions are no longer in the items, They are in a separate table...
That's the root cause.
I'm going to prepare a new release for today.
Thank you,
Regards,
Tomolimo

[tomolimo]

Hello @kofe88
The 4.0.11 release is fixing this issue.

To add a solution to a Ticket, you need to set either GLPI_ITEM_SET_SOLUTION_TEMPLATE_ID or GLPI_ITEM_SET_SOLUTION_TYPE_ID, and you may optionnaly set the GLPI_ITEM_APPEND_TO_SOLUTION_DESCRIPTION

To solve a Ticket, you must use the GLPI_ITEM_STATUS and the GLPI_ITEM_CAN_BE_SOLVED

Example of a PM trigger to solve a Ticket:

@@GLPI_ITEM_SET_SOLUTION_TEMPLATE_ID = 16; // to define the template to be used
@@GLPI_ITEM_STATUS = 5; // = solved
@@GLPI_ITEM_CAN_BE_SOLVED = 1; // to authorize solving even if the current PM case is not completed

Thank you
Regards,
Tomolimo