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Fix service level deletion by rule #444

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Merged
Rom1-B merged 3 commits into from
Mar 12, 2026
Merged

Fix service level deletion by rule #444

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f4f8044
Fix service level deletion by rule
Lainow Mar 11, 2026
cf94048
Add units tests
Lainow Mar 11, 2026
701c481
Update changelog
Lainow Mar 11, 2026
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1 change: 1 addition & 0 deletions CHANGELOG.md
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Original file line number Diff line number Diff line change
Expand Up @@ -11,6 +11,7 @@ and this project adheres to [Semantic Versioning](http://semver.org/).

- Prevent business rules from triggering twice on tickets
- Fixed routing issue caused by incorrect trailing slash
- Fix to rule execution based on group deletion

## [2.9.19] - 2026-27-01

Expand Down
41 changes: 40 additions & 1 deletion inc/ticket.class.php
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Expand Up @@ -47,6 +47,11 @@ public static function pre_item_update(CommonDBTM $item)
return $item;
}

// Rules-only pass triggered by processAfterAddGroup: skip escalade logic entirely.
if (isset($item->input['_plugin_escalade_rules_only'])) {
return $item;
}

// Special case: If we have _itil_assign without actortype, we need to distinguish between:
// 1. "Associate myself" button - many fields merged from ticket form
// 2. History button escalation (climb_group) - specific structure with groups_id and _type = 'group'
Expand Down Expand Up @@ -492,8 +497,42 @@ public static function processAfterAddGroup(Group_Ticket $item)
$tickets_id = $item->fields['tickets_id'];
$groups_id = $item->fields['groups_id'];

//remove old groups (keep last assigned)
// Fire business rules before removing old groups: pass _actors with only the new
// group so GLPI detects old groups as deleted and rules see the final state.
// getFromDB() is required first so isNewItem() returns false and deleted-actor
// detection runs. _plugin_escalade_rules_only skips escalade logic in pre_item_update.
// Safety net in case updateActors() above did not already remove old groups.
if ($_SESSION['glpi_plugins']['escalade']['config']['remove_group'] == true) {
$all_actors = self::getTicketFieldsWithActors($tickets_id, $groups_id);

// Keep only the new group in the assign list (drop old ones).
$seen_new_group = false;
$all_actors['assign'] = array_values(array_filter(
$all_actors['assign'],
function (array $actor) use ($groups_id, &$seen_new_group): bool {
if ($actor['itemtype'] !== 'Group') {
return true;
}

if ($actor['items_id'] == $groups_id && !$seen_new_group) {
$seen_new_group = true;
return true;
}

return false;
},
));

$ticket_for_rules = new Ticket();
$ticket_for_rules->getFromDB($tickets_id);
$ticket_for_rules->update([
'id' => $tickets_id,
'_actors' => $all_actors,
'_plugin_escalade_rules_only' => true,
'_disablenotif' => true,
'actortype' => CommonITILActor::ASSIGN,
'groups_id' => $groups_id,
]);
self::removeAssignGroups($tickets_id, $groups_id);
}

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120 changes: 120 additions & 0 deletions tests/Units/TicketTest.php
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Expand Up @@ -30,6 +30,8 @@

namespace GlpiPlugin\Escalade\Tests\Units;

use Calendar;
use CalendarSegment;
use CommonITILActor;
use CommonITILObject;
use Entity;
Expand All @@ -41,6 +43,8 @@
use PluginEscaladeTicket;
use Rule;
use RuleCommonITILObject;
use SLA;
use SLM;
use Ticket;
use Ticket_User;
use User;
Expand Down Expand Up @@ -1339,4 +1343,120 @@ public function testRuleCreatesTaskWhenCategoryAssigned()
$category->delete(['id' => $category_id], true);
$rule->delete(['id' => $rule_id], true);
}

public function testSlaRuleDuringEscalation(): void
{
$this->initConfig([
'remove_group' => 1,
'show_history' => 1,
]);

$entity_id = getItemByTypeName('Entity', '_test_root_entity', true);

$calendar = $this->createItem(Calendar::class, ['name' => __FUNCTION__]);
$this->createItems(CalendarSegment::class, [
['calendars_id' => $calendar->getID(), 'day' => 1, 'begin' => '08:00:00', 'end' => '18:00:00'],
['calendars_id' => $calendar->getID(), 'day' => 2, 'begin' => '08:00:00', 'end' => '18:00:00'],
['calendars_id' => $calendar->getID(), 'day' => 3, 'begin' => '08:00:00', 'end' => '18:00:00'],
['calendars_id' => $calendar->getID(), 'day' => 4, 'begin' => '08:00:00', 'end' => '18:00:00'],
['calendars_id' => $calendar->getID(), 'day' => 5, 'begin' => '08:00:00', 'end' => '18:00:00'],
]);

$slm = $this->createItem(SLM::class, [
'name' => __FUNCTION__,
'entities_id' => $entity_id,
'is_recursive' => true,
'calendars_id' => $calendar->getID(),
]);
$sla_tto = $this->createItem(SLA::class, [
'name' => __FUNCTION__ . ' TTO',
'entities_id' => $entity_id,
'is_recursive' => true,
'type' => SLM::TTO,
'number_time' => 4,
'definition_time' => 'hour',
'slms_id' => $slm->getID(),
]);

$group1 = $this->createGroup('Groupe 1');
$group2 = $this->createGroup('Groupe 2');

// Rule 1 (ONADD): if assigned group IS "Groupe 1" → assign SLA TTO
$rule_add = $this->createItem('Rule', [
'name' => __FUNCTION__ . ' assign SLA on add',
'sub_type' => 'RuleTicket',
'match' => 'AND',
'is_active' => 1,
'condition' => RuleCommonITILObject::ONADD,
'entities_id' => $entity_id,
]);
$this->createItem('RuleCriteria', [
'rules_id' => $rule_add->getID(),
'criteria' => '_groups_id_assign',
'condition' => Rule::PATTERN_IS,
'pattern' => $group1->getID(),
]);
$this->createItem('RuleAction', [
'rules_id' => $rule_add->getID(),
'action_type' => 'assign',
'field' => 'slas_id_tto',
'value' => $sla_tto->getID(),
]);

// Rule 2 (ONUPDATE): if assigned group IS NOT "Groupe 1" → set SLA TTO to 0
$rule_update = $this->createItem('Rule', [
'name' => __FUNCTION__ . ' remove SLA on update',
'sub_type' => 'RuleTicket',
'match' => 'AND',
'is_active' => 1,
'condition' => RuleCommonITILObject::ONUPDATE,
'entities_id' => $entity_id,
]);
$this->createItem('RuleCriteria', [
'rules_id' => $rule_update->getID(),
'criteria' => '_groups_id_assign',
'condition' => Rule::PATTERN_IS_NOT,
'pattern' => $group1->getID(),
]);
$this->createItem('RuleAction', [
'rules_id' => $rule_update->getID(),
'action_type' => 'assign',
'field' => 'slas_id_tto',
'value' => 0,
]);

foreach ($this->escalateTicketMethods(['escalateWithTimelineButton', 'escalateWithHistoryButton']) as $data) {
// Create ticket with Groupe 1 → SLA TTO should be set by Rule 1
$ticket = $this->createItem('Ticket', [
'name' => __FUNCTION__,
'content' => __FUNCTION__,
'entities_id' => $entity_id,
'_actors' => [
'assign' => [
['itemtype' => 'Group', 'items_id' => $group1->getID()],
],
],
]);

$ticket->getFromDB($ticket->getID());
$this->assertEquals(
$sla_tto->getID(),
$ticket->fields['slas_id_tto'],
'SLA TTO should be assigned on ticket creation with Groupe 1',
);

// Escalate to Groupe 2 → Rule 2 should remove SLA TTO
$this->{$data['method']}($ticket, $group2);

$ticket->getFromDB($ticket->getID());
$this->assertEquals(
0,
$ticket->fields['slas_id_tto'],
sprintf(
'SLA TTO should be removed after escalation to Groupe 2 via %s',
$data['method'],
),
);
}
}
}