Dispatch Incident to team
- name:
- Dispatch Incident to team
- description:
- Dispatch an incident to a team without assigning an agent
- version:
- 1.2.1
- release:
- 2024-01-08
- itop-version-min:
- 3.0.0
- code:
- combodo-dispatch-incident
- diffusion:
- iTop Hub
- state:
- stable
- alternate-name:
- Dispatch Incident
- php-version-max:
- PHP 8.3
For iTop 3.x use any version
For iTop 3.1+, use 1.2.0 or above
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.
Features
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).
Revision History
| Release Date | Version | Comment |
|---|---|---|
| 2023-07-13 | 1.2.1 | * N°6580 - Update czech translations (thanks to @Stetinac!) |
| 2023-07-13 | 1.2.0 | * N°6386 - Add rank on dispatch and redispatch states of Incident |
| 2021-12-17 | 1.1.9 | Update Spanish translations (thanks to Miguel Turrubiates!) |
| 2020-05-20 | 1.1.8 | Update Brazilian Portuguese translations |
| 2020-01-29 | 1.1.7 | Update translations for iTop 2.7.0 |
| 2018-12-19 | 1.1.6 | NL and ES translations |
| 2018-07-02 | 1.1.4 | ES and DE translations |
| 2018-01-26 | 1.1.3 | Revision of the Russian dictionnary. |
| 2017-11-14 | 1.1.2 | Revision of the German dictionnary. |
| 2014-11-19 | 1.1.1 | Adapted to iTop > 2.1.0, which gives more flexibility for developing other modules that could add states to the tickets |
| 2014-03-11 | 1.0.2 | Integration of the German translation (thanks to ITOMIG GmbH) |
| 2014-02-28 | 1.0.0 | First version |
Installation
Use the Standard installation process for this extension.
Configuration
This extension has no specific configuration setting.
Usage
The new dispatched state is fully integrated with the
life-cycle of the ticket. For example, when creating a new
Incident, an extra button “Dispatch to a team” appears: 
On an Incident in state new, the action “Dispatch to a team..” is available in the drop-down list of actions.
A user must have either the profile “Service Desk Agent” or “Support Agent” (or Administrator) to be allowed to dispatch a ticket.