The standard life cycle for Incident tickets in iTop does not allow to assign a ticket to a Team without assigning it to a specific Person inside this Team. By creating a new state dispatched, this extension allows to dispatch an Incident ticket to a Team, without assigning it to particular Person. From the dispatched state the Incident can then be assigned to a Person.
Dispatch an Incident to a Team before assigning it to a Person.
The standard Incident life-cycle is the following:
Once the extension has been installed, the Incident life-cycle becomes as follows:
The definition of the TTO (Time To Own) metric is also modified to take into account the “dispatched” state (The Time To Own stops when the ticket is actually assigned to a Person, not only dispatched to a Team).
|1.1.2||2017-11-14||Revision of the German dictionnary.|
|1.1.1||2014-11-19||Adapted to iTop > 2.1.0, which gives more flexibility for developing other modules that could add states to the tickets|
|1.0.2||2014-03-11||Integration of the German translation (thanks to ITOMIG GmbH)|
extensionsfolder of iTop, and make sure that the folder can be read by the web server process.
This extension has no specific configuration setting.
A user must have either the profile “Service Desk Agent” or “Support Agent” (or Administrator) to be allowed to dispatch a ticket.