Can GLPI 11 block a ticket solution until validation?

I’m sure it’s happened to you more than once: You’re happily solving tickets, leaving everything spotless… and suddenly you realise that the ticket was closed even though it was awaiting validation. In GLPI 11, you can block a ticket solution, preventing it from being closed before validation is complete.

And of course, at that moment you think:

But how is that possible? It still needs validation! 🤔

Don’t worry, you’re not alone. In this article, we’ll look at something that many people wonder about (and others shout at their screens😅):

• How can I block the closure of a ticket that has pending validation?
• What do I need to do to obtain it without damaging anything?
• Can it be easily configured, or do I need a master’s degree in GLPI?

These are good questions, because by default GLPI is quite permissive: it lets you close a ticket even if there are pending validations… and that, let’s face it, is a bit of a nightmare.

However, don’t worry; in this article, I’ll show you how to prevent a ticket from being closed while it has pending validations using GLPI 11 block a ticket solution, without requiring any complex actions. Simply follow a couple of rules, and you’re done.

The issue

If we have a ticket with pending validation, GLPI currently allows us to mark it as Resolved or even Closed without that validation having been addressed.

The unasked explanation

When managing a ticket, it is common in certain cases to require additional validation before proceeding with its closure. This validation allows you to confirm that the solution proposed by the technician meets the established criteria and has been approved by the requester.

Currently, however, the system allows users to close tickets even when there are pending validations, i.e., without these having been accepted or rejected. This can lead to the closure of incomplete tickets or tickets that have not been properly verified, negatively affecting the quality of follow-up.

Closing a ticket without proper validation carries the risk of considering a problem resolved when, in reality, it may still be present.

Therefore, it is essential to implement rules that prevent the ticket from being closed while there are pending validations, ensuring that all necessary steps are completed correctly before the ticket is closed.

The solution

Next, we will see how to configure our GLPI 11 to prevent a ticket from being resolved while it has pending validation. We will also automate the following behaviours:

• If a ticket is awaiting validation, it will automatically be set to Pending status.
• If the validation is approve, the ticket will be automatically closed.
• If validation is refuse, the ticket will return to the Processing status.

1. Resolution blocked due to pending validation

When a ticket has pending validation, it should not be possible to delete it or mark it as resolved until said validation has been accepted or rejected.

Rule to configure:

• Criterion: If the ticket is awaiting validation.
• Action: Update the ticket status to ‘Processing’ and add a follow-up template (optional but recommended).

Thus, whenever someone attempts to close the ticket prematurely, GLPI will kindly return it to its place, reminding them that validation has not yet been completed.

2. Ticket in “Pending” status with validation pending

If a ticket receives validation and there is still no response, it should automatically move to Pending. That way, everyone will know that the process is paused, not forgotten.

Rule to configure:

• Criteria: If the ticket has a pending validation status.
• Action: Update the ticket status to ‘Pending‘.

This way, you avoid misunderstandings such as, “Why didn’t you close this?” “Because we’re validating it, Joe.”

3. Validation granted > Ticket closed.

When the applicant approves the validation, GLPI can close the ticket itself. This means it does not have to be done manually, and the workflow remains clean and tidy.

Rule to configure:

• Criteria: Validation granted.
• Action: Update the ticket status to ‘Closed’.

A small touch of automation that saves clicks and prevents oversights.

4. Validation rejected > Ticket returns to “Processing”

If validation is rejected, it means that work is pending.
In that case, the ticket must be returned to Processing so that the technician can review what is necessary and demonstrate that second chances also exist.

Rule to configure:

• Criterion: Validation rejected.
• Action: Change the ticket status to “Processing”.

How did it sound?

In conclusion, these rules ensure that no ticket is closed without the corresponding validation, thereby maintaining quality control and avoiding the surprises that can arise after marking a ticket as solved.

Following this advice helps you create a more organised, automated GLPI setup, ensuring no tickets are closed before they are properly validated.

REFERENCES

Related GLPI 11 articles:

• Do you need the Additional Fields plugin in GLPI 11?