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Topic: GLPI and Itil v3

We tried to apply ITIL V3 and I have doubts to transfer the incidents from the first support level to second support, which is the best way to do this? Open a new ticket from first support to second support and link the tickets?

Thanks!..

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Re: GLPI and Itil v3

You can accomplish level escalation by reasigning the ticket from one group to another one.

You have typically:
- first level suport that do ticketing and light non specialized support,
- second level: specialists;
- third level: experts, outsourcers.

You can define one group for each of these levels and do escalation by reasigning.

Unfortunately you can not do this automatically because business rules in GLPI only run on ticket creation. You can not have a business rule that is triggered by any ticket update event.