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Merged
stonebuzz merged 2 commits into from
Jul 3, 2026
+137 −9
Merged

Ticket 44833 #470

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11ea156
fix(ticket.class.php): change status after escalation on update only
TarekRemo Jul 1, 2026
4e9e358
changelog
TarekRemo Jul 1, 2026
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4 changes: 4 additions & 0 deletions CHANGELOG.md
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Original file line number Diff line number Diff line change
Expand Up @@ -7,6 +7,10 @@ and this project adheres to [Semantic Versioning](http://semver.org/).

## [unreleased]

### Fixed

- change status after escalation on update only

## [2.9.19] - 2026-27-01

### Fixed
Expand Down
37 changes: 28 additions & 9 deletions inc/ticket.class.php
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Expand Up @@ -416,6 +416,27 @@ public static function AssignLastGroupOnRejectedSolution(CommonDBTM $item)
}
}

/**
* Check whether the current call stack originates from the creation of an ITIL
* object (Ticket, Change, Problem).
*
*
* @return bool
*/
private static function isRunningDuringItilCreation(): bool
{
foreach (debug_backtrace() as $backtrace) {
if (
$backtrace['function'] == "add"
&& ($backtrace['object'] instanceof CommonITILObject)
) {
return true;
}
}

return false;
}


/**
* remove old groups to a ticket when a new group assigned
Expand Down Expand Up @@ -480,14 +501,8 @@ public static function addHistoryOnAddGroup(CommonDBTM $item)

// check if group assignment is made during ticket creation
// in this case, skip following steps as it cannot be considered as a group escalation
$backtraces = debug_backtrace();
foreach ($backtraces as $backtrace) {
if (
$backtrace['function'] == "add"
&& ($backtrace['object'] instanceof CommonITILObject)
) {
return;
}
if (self::isRunningDuringItilCreation()) {
return;
}

//add a task to inform the escalation (pass if solution)
Expand Down Expand Up @@ -519,7 +534,11 @@ public static function processAfterAddGroup(Group_Ticket $item)
// The config is checked in the function.
self::removeAssignUsers($item);

if ($_SESSION['glpi_plugins']['escalade']['config']['ticket_last_status'] != self::MANAGED_BY_CORE) {
// Assigning a group during ticket creation is not an escalation, so the
// "status after an escalation" option must override the status only if it is not during ticket creation.
if (!self::isRunningDuringItilCreation()
&& $_SESSION['glpi_plugins']['escalade']['config']['ticket_last_status'] != self::MANAGED_BY_CORE
) {
$ticket = new Ticket();
$ticket->update([
'id' => $tickets_id,
Expand Down
105 changes: 105 additions & 0 deletions tests/Units/GroupEscalationTest.php
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Expand Up @@ -818,6 +818,111 @@ public function testHistory()
$this->assertEquals(1, count($history->find(['tickets_id' => $t_id, 'groups_id' => $group1_id])));
}

public function testStatusAfterEscalationIsNotAppliedOnTicketCreation()
{
$this->login();

// Force a specific status after an escalation.
$this->updateItem(
PluginEscaladeConfig::class,
1,
['ticket_last_status' => \CommonITILObject::WAITING],
);
PluginEscaladeConfig::loadInSession();

$group = $this->createItem(\Group::class, ['name' => 'Creation escalation group']);

// Create a ticket that is assigned to a group right away.
$ticket = $this->createItem(
\Ticket::class,
[
'name' => 'Status after escalation on creation',
'content' => 'content',
'_actors' => [
'assign' => [
[
'items_id' => $group->getID(),
'itemtype' => 'Group',
],
],
],
],
);

// The escalation status (WAITING) must not have been forced on creation.
$this->assertNotEquals(
\CommonITILObject::WAITING,
(int) $ticket->fields['status'],
'The "status after an escalation" option must not be applied on ticket creation',
);

// A ticket created with an assigned group is simply "assigned".
$this->assertEquals(\CommonITILObject::ASSIGNED, (int) $ticket->fields['status']);
}

public function testStatusAfterEscalationIsAppliedOnRealEscalation()
{
$this->login();

// Force a specific status after an escalation.
$this->updateItem(
PluginEscaladeConfig::class,
1,
['ticket_last_status' => \CommonITILObject::WAITING],
);
PluginEscaladeConfig::loadInSession();

$group1 = $this->createItem(\Group::class, ['name' => 'Escalation group 1']);
$group2 = $this->createItem(\Group::class, ['name' => 'Escalation group 2']);

// Create a ticket assigned to the first group (creation, not an escalation).
$ticket = $this->createItem(
\Ticket::class,
[
'name' => 'Status after real escalation',
'content' => 'content',
'_actors' => [
'assign' => [
[
'items_id' => $group1->getID(),
'itemtype' => 'Group',
],
],
],
],
);

$this->assertNotEquals(\CommonITILObject::WAITING, (int) $ticket->fields['status']);

// Escalate the existing ticket to a second group: this IS an escalation,
// so the configured status must now be applied.
$this->updateItem(
\Ticket::class,
$ticket->getID(),
[
'_actors' => [
'assign' => [
[
'items_id' => $group1->getID(),
'itemtype' => 'Group',
],
[
'items_id' => $group2->getID(),
'itemtype' => 'Group',
],
],
],
],
);

$this->assertTrue($ticket->getFromDB($ticket->getID()));
$this->assertEquals(
\CommonITILObject::WAITING,
(int) $ticket->fields['status'],
'The "status after an escalation" option must be applied on a real escalation',
);
}

/**
* Test that the standard target "Group in charge of the ticket"
* sends notifications to users of both groups (old and new) during an escalation
Expand Down