Skip to content

Case Variables

Jump to bottom
tomolimo edited this page May 2, 2019 · 66 revisions

Some case variables are injected into the case by the plugin. At ticket creation and/or updates, from central interface and/or simplified interface. They can be used in the running case to get info from GLPI or to give back some info to GLPI.

These case variables can be used anywhere where variables can be used (Dynaforms, Triggers, Conditions, ...) see http://wiki.processmaker.com/3.0/Variables.

Variables that can be read in processes

If a process writes to them, the plugin will not use the new value.

Variable Name & Description Event codes Values Notes
GLPI_ITEM_ID: Item ID that hosts the case 1, 8 a number
GLPI_ITEM_TYPE: Type of the GLPI object that hosts the case 1, 2 a string, see note 2
GLPI_TICKET_TYPE: Ticket type field: incident or request 1 1 for an incident, 2 for a request
GLPI_ITEM_REQUESTER_GLPI_ID: GLPI ID of the requester of the item 1 a number
GLPI_ITEM_REQUESTER_PM_ID: ProcessMaker UID of the requester of the item 1 a string
GLPI_ITEM_TITLE: Item title (=name) field 1 a string
GLPI_ITEM_DESCRIPTION: Item description (=content) field 1 a string
GLPI_ITEM_OPENING_DATE: Item opening date (since 3.3.5) 1, 4 'YYYY-MM-DD HH:mm'
GLPI_ITEM_DUE_DATE: Item Due Date 1, 4 'YYYY-MM-DD HH:mm'
GLPI_ITEM_URGENCY: Item Urgency field 1, 4 1 to 5
GLPI_ITEM_IMPACT: Item Impact field 1, 4 1 to 5
GLPI_ITEM_PRIORITY: Item Priority field 1, 4 1 to 5
GLPI_TICKET_GLOBAL_VALIDATION: Ticket global validation field 1, 4 1 to 4 4
GLPI_ITEM_TECHNICIAN_GLPI_ID: GLPI ID of the assigned technician of the item 1, 6 a number
GLPI_ITEM_TECHNICIAN_PM_ID: ProcessMaker UID of the assigned technician of the item 1, 6 a string
GLPI_ITEM_ITIL_CATEGORY_ID: ITIL category of the item (Ticket,...) 1, 4 a number
GLPI_SELFSERVICE_CREATED: Flag which exists only when case has been started via simplified interface 2 1
GLPI_URL: URL of the GLPI web application 1, 2 a string 5
GLPI_SATISFACTION_QUALITY: Satisfaction survey result 5 0 to 5

Variables that can be written in a process

If written in a process, then will force some actions in GLPI.

Variable Name & Description Event codes Values Notes
GLPI_ITEM_CAN_BE_SOLVED: To inform GLPI that the item can be solved, otherwise, the plugin will prevent item solving if a case is still in 'TO_DO' status 1, 2, 3 0 or 1 1
GLPI_ITEM_TITLE: can be used to set the title of the item 7 a string 3
GLPI_ITEM_TASK_CONTENT: Text to be used to set next task description and after task creation 7 a string 3
GLPI_ITEM_APPEND_TO_TASK: Text to append to current solved task description and after routing 7 a string 3
GLPI_ITEM_SET_STATUS: Can be used to change Ticket status 7 1 to 12 3, 8
GLPI_NEXT_GROUP_TO_BE_ASSIGNED: Is UID of ProcessMaker group used for next Task 7 a string 3, 6
GLPI_TICKET_FOLLOWUP_CONTENT: to create new followups in ticket, is the content 7 a string 3
GLPI_TICKET_FOLLOWUP_IS_PRIVATE: to create new followups in ticket, is the private flag 7 0 or 1 3
GLPI_TICKET_FOLLOWUP_REQUESTTYPES_ID: to create new followups in ticket, is the requesttypes_id 7 a number 3
GLPI_ITEM_TASK_ENDDATE: to set the end date of next task in item 7 'YYYY-MM-DD HH:mm:ss' 3
GLPI_ITEM_TASK_STARTDATE: to set the start date of next task in item 7 'YYYY-MM-DD HH:mm:ss' 3
GLPI_ITEM_SOLVED_TASK_ENDDATE: to set the end date of solved task in item (since 3.3.3) 7 'YYYY-MM-DD HH:mm:ss' 3
GLPI_ITEM_SOLVED_TASK_STARTDATE: to set the start date of solved task in item (since 3.3.3) 7 'YYYY-MM-DD HH:mm:ss' 3
GLPI_ITEM_SOLVED_TASK_SETINFO: to set the state of solved task in item to INFORMATION (since 3.3.3) 7 0 or 1 3
GLPI_ITEM_SET_SOLUTION_TEMPLATE_ID: to set the ID of solution template (since 3.3.0) 7 an integer 3, 7
GLPI_ITEM_SET_SOLUTION_TYPE_ID: to set the ID of solution type (since 3.3.0) 7 an integer 3, 7
GLPI_ITEM_APPEND_TO_SOLUTION_DESCRIPTION: to set the solution description (since 3.3.0) 7 a string 3, 7

Event codes:

  1. Start of a case via central interface.
  2. Start of a case via simplified interface.
  3. At any time during case execution.
  4. At any update of Ticket.
  5. At satisfaction survey update.
  6. When technician assigned to ticket is deleted.
  7. When a PM task is done. And before the next one
  8. Set right after save of first case task, when case is started via simplified interface (since release 3.1.6).

Notes:

  1. GLPI_ITEM_CAN_BE_SOLVED is set to 0 by plugin at case start, and is read by plugin whenever someone wants to solve the item. If at least one task of the process is 'to_do' and GLPI_ITEM_CAN_BE_SOLVED=0 then item cannot be solved. If you need to execute a process task after closing of item, then set this variable to 1 in the process (@@GLPI_ITEM_CAN_BE_SOLVED=1;).

  2. GLPI_ITEM_TYPE contains either 'Ticket', 'Problem' or 'Change'.

  3. Value is reset by plugin to '' (empty string) after use.

  4. Values 1 to 4 meanings are 'none', 'waiting', 'accepted' and rejected'.

  5. Value may also contain doc root if needed, Ex: 'http://itsm.acme.com/glpi'

  6. GLPI_NEXT_GROUP_TO_BE_ASSIGNED => Is GUID of ProcessMaker group used for next Task. Must be set in a Process Maker trigger before assignment of next task. Must be used when:

    • Next Process Maker task assignment rule is 'Self Service' AND when several Process Maker groups have the rights to execute next task. or
    • Next Process Maker task assignment rule is 'Self Service Value Based Assignment'. More info on http://wiki.processmaker.com/3.0/Tasks#Assignment_Rules

    This variable can also be used at any time when a group is assigned to a task and this group is a subset of the people with the rights to execute next task.

  7. This group of variables can be used to add a solution to an item (currently only Ticket). Depending on your business requirements about item solving, you may use one or more of these variables.

  8. The possible values are 1 (=new), 2 (=assigned), 3 (=planned), 4 (=waiting), 5 (=solved), 6 (=closed), 7 (=accepted), 8 (=observe), 9 (=evaluation), 10 (=approval), 11 (=test), 12 (=qualification).

General notes:

  1. variables with TICKET in their names will be replaced in a near future (next release?) by ITEM to be more generic. Example: GLPI_TICKET_xxxx, will be replaced by GLPI_ITEM_xxxx
  2. plugin maintains both user's IDs, as a PM process knows only the PM user's UID, and GLPI knows only the GLPI user's ID.
  3. a case can run without these variables!

Deprecated variables

These variables are deprecated, and will be deleted in the future. They are all superseded by other variables that have names more representative.

Deprecated variable Superseded by variable
GLPI_TICKET_ID GLPI_ITEM_ID
GLPI_TICKET_REQUESTER_GLPI_ID GLPI_ITEM_REQUESTER_GLPI_ID
GLPI_TICKET_REQUESTER_PM_ID GLPI_ITEM_REQUESTER_PM_ID
GLPI_TICKET_TITLE GLPI_ITEM_TITLE
GLPI_TICKET_DESCRIPTION GLPI_ITEM_DESCRIPTION
GLPI_TICKET_DUE_DATE GLPI_ITEM_DUE_DATE
GLPI_TICKET_URGENCY GLPI_ITEM_URGENCY
GLPI_TICKET_TECHNICIAN_GLPI_ID GLPI_ITEM_TECHNICIAN_GLPI_ID
GLPI_TICKET_TECHNICIAN_PM_ID GLPI_ITEM_TECHNICIAN_PM_ID
Clone this wiki locally