PM integration with GLPI

[adilbouazzaoui]

Hello,
i finalized the integration of PM with GLPI, just want to know how can i integrate the PM processes with GLPI forms (incidents and requests) and not PM Dynaforms?

[tomolimo]

Hello @adilbouazzaoui
Could you describe in details what you would like to do?
Thank you,
Regards,
Tomolimo

[adilbouazzaoui]

Hello @tomolimo
What i need is to create a request process in PM and integrate it with GLPI.
this process is like this:
1- a user initiate a request
2- the request goes to line manager (reports to) for approval
3- then if approved, the request goes to IT level 1 for processing
4- if it's complicated, the request is forwarded to IT level 2 for processing
5- ticket closure.

[adilbouazzaoui]

additionaly, even when i try to assign a process to a specific ticket to test it doesn't get added!

[tomolimo]

Hello @adilbouazzaoui
Did you follow the tutorials? Here https://github.com/tomolimo/processmaker/wiki/Tutorials
Thank you
Regards,
Tomolimo

[adilbouazzaoui]

Hello @tomolimo
yes of course, you helped me finalize the integration.
i followed the tutorials many times but it doesn't work! as you can see in both screenshots above

[tomolimo]

Hello @adilbouazzaoui
Do you have any error messages?
Could you post error logs?
Thank you,
Regards,
Tomolimo

[adilbouazzaoui]

didn't find any error in PM.
for GLPI, i noticed these 2 errors:

And when i assign process to ticket or change manually this is the error i get:

[adilbouazzaoui]

when i assigned the right user to the case, i assign the case manually to the ticket but nothing happens in glpi web, however i get these errors in GLPI log:

[tomolimo]

Hello @adilbouazzaoui
Did you synch the GLPI user into PM server? See https://github.com/tomolimo/processmaker/wiki/Automatic-actions
What is the GLPI user? Post screenshot
What's the PM server user? Post screenshot
Thank you,
Regards,
Tomolimo

[adilbouazzaoui]

Hello @tomolimo
yes, users are already synched to PM server.
this is the user that i setup in assignment (hruser1) belongs to group HR_GROUP:

the request is created in GLPI by hruser1:

and when i try to assign process to the request nothing happen, and i don't get any error :

and this is the GLPI php error i get:

[tomolimo]

Hello @adilbouazzaoui
And what's the current GLPI user you are using to create the process-case?
Thank you,
Regards,
Tomolimo

[adilbouazzaoui]

Hello @tomolimo
my own user "adil bouazzaoui" super admin user

[tomolimo]

Is your user in the HR_GROUP in PM server?

[adilbouazzaoui]

i don't follow!
let me explain the steps and you can confirm to me:
step 1: create a process in PM server:
+ i created 1 task that is assigned to HR_GROUP + 1 task that is assigned to all users
step 2: i synced the process to glpi + authorize the process for request, incident, change and problem ==> logged in to GLPI with my user "adil bouazzaoui" super admin.
step 3: i logged in to GLPI with "hruser1" and created 1 request ticket. + i logged in with different user and created 1 request ticket.
step 4: i logged in to GLPI with my own user "adil bouazzaoui" super admin, and i tried to create process list for both requests but i get the same result

[tomolimo]

The issue is on step 4: you tried to start a process-case with a user "adil bouazzaoui" who is not in the "Assignment Rules" of the first task of the process.

[adilbouazzaoui]

first, when i login to GLPI with hruser1 there is no option to start a process-case.
second, even when i link a process to a GLPI FORM, and hruser1 submit the form but it doesn't follow the process!

So why the process is not integrated with the GLPI FORM?

[tomolimo]

Hello @adilbouazzaoui
The PM plugin has never been linked to the "Form Creator" plugin.
It is linked to the self-service form, see the use case described in the tutorials: https://github.com/tomolimo/processmaker/wiki/Tutorial-2
Thank you,
Regards,
Tomolimo

PS: you may start a process-case at ticket creation: if in the ticket description you add a special tag: see https://github.com/tomolimo/processmaker/wiki/Automatic-start-of-cases. So if in the GLPI FORM you add an hidden field containing the special tag, then it will start a process-case in the ticket.

[adilbouazzaoui]

Hello @tomolimo
thanks, let me explain the current situation:
1- now i'm able to start a case only if i put this ##TicketProcess: #9756427076749a9aacd0789088592790## in ticket description., and when ticket is created i get this error:

2- I followed tuto 2 3 times, The case doesn't get opened when i select the category!

3- when i try to assign a case to an already created ticket i get this error:

4- This is the exact process that i want to implement, i'll appreciete your support to help me get it done:
a- an HR user will submit a request.
b- request will be assigned to his manager.
c- we have 2 conditions, manager can approve or cancel the request. if he approves it, the request goes to IT support level 1 for treatment.
d- we have 2 conditions here, IT support level 1 can finish the request, or escalate it to IT support level 2.
e- IT support level 2 can finish the request.
f- user receives an email from GLPI with the resolution details.

[adilbouazzaoui]

Hello @tomolimo
i hope you can help on this, we have an ongoing project and we need to make a decision about processmaker.
Thank you

[adilbouazzaoui]

@tomolimo any update please

[tomolimo]

1. Could it be the same issue than Error in entering dates. The starting date is later than the ending date, Undefined array key "id" #183 ?
2. let's try to resolve first point
3. It is what I've already explained: the user starting the process-case is your user, and it's not the in the list of "Assignment Rules" of the first task of the process

[adilbouazzaoui]

i checked the link provided but it looks like there is no solution yet!
i also checked the system time on both PM and GLPI and it's the same .
also, if you can give an an update about point 4 as well.

[tomolimo]

4. Could you export the process, so that I can try it on my PC?

[adilbouazzaoui]

4. this is just a draft process, i don't know how to set it up correctly.
   that's why i need your support to make it work my GLPI

[tomolimo]

4. It must be another issue: please do not mix question/topic in the same issue, otherwise, at the end we don't know what we are speaking about....

[adilbouazzaoui]

understood, i'll open a question for point 4.
now how can we fix point 1 and 2?

[tomolimo]

2. Could you tell me which suer in GLPI is trying to create the process-case? Is it your user, or a user from the HR group?

[adilbouazzaoui]

it's user "hruser1" from HR_GROUP

[tomolimo]

And GLPI did you authorize the process to be started from the profile "post-only" (or "self-service") of the "hruser1"?
for example:

[adilbouazzaoui]

this is what i currently have:

and i don't have post only, this is what i have:

[tomolimo]

"Self-Service" is the new name for "Post-Only"

[tomolimo]

Could you show me the simplified interface when you try to select the process?

[adilbouazzaoui]

in this example, the process can be created (i don't select a category):

but we get the error we're working on:

this is the created process:

in this example i will run the request (from a category that is already setup), the process can't be created:

when i select it, i get redirected to this page:

whatever i do, i i stay at the same page!