#2091: Removing the responsible agent when changing the group
Отредактирована: сегодняThis article describes the instructions for removing the assigned agent when changing the group of a ticket.
Logic:
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The group change event occurs, a new value for the group appears.
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If there is a Responsible on the ticket, AND he is not in Offline status, then
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It is checked whether the Responsible is a member of the new group
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If not, the responsible is removed and no one is assigned.
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If he is a member of the new group, then nothing is done.
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If there is no Responsible or he is in Offline status, then nothing is done.
Instructions
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Log in to Swarmica as Administrator
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Create a script in Settings - Scripts for the Administrator role
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On the page that opens, add the script trigger_unset_responsible_on_group_change.py
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Create an Event Action (Script) in Settings - Event Actions
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On the page that opens, select the created script (steps 2-3) as the Action
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Add the condition:
Event type = Ticket group changed
- Change the status to Enabled and click Save
It should look like this:
Problem Diagnosis
You can track the process in the celeryworker container log before running the script:
docker logs swarmica-celeryworker-1 -f --tail 0