Ticket creation - Org_id based on caller_id on Itop3

[Nicolas Hemery]

Hello everyone,

Long time user and customizer of Itop, I recently updated our old Itop 2.6.1 to Itop 3. I had updated the ticket creation behavior to get the organization based on the caller_id (see below).

<field id="org_id" xsi:type="AttributeExternalKey" _delta="redefine">
    <sql>org_id</sql>
    <filter>SELECT Organization AS O JOIN Person AS P ON P.org_id = O.id WHERE P.id=:this->caller_id</filter>
    <dependencies>
        <attribute id="caller_id"/>
    </dependencies>
    <target_class>Organization</target_class>
    <is_null_allowed>false</is_null_allowed>
    <on_target_delete>DEL_AUTO</on_target_delete>
</field>
<field id="caller_id" xsi:type="AttributeExternalKey" _delta="redefine">
    <filter><![CDATA[SELECT Person WHERE status = 1]]></filter>
    <sql>caller_id</sql>
    <target_class>Person</target_class>
    <is_null_allowed>true</is_null_allowed>
    <on_target_delete>DEL_AUTO</on_target_delete>
</field>

It always worked just fine on older versions but on Itop3 I have to select the caller two times for it to work. I have other fields related to caller_id that don't update the first time either but if I remove the redefining of org_id everything works just fine (so I guess it is the culprit). Usually the first time I click the field org_id is filled with my own org_id, and the second time with the actual caller_id.

Has someone be confronted to a similar issue ? Thanks in advance :)

[Nicolas Hemery]

Hello,

I finally fixed it, the problem wasn't my customization after all. I had to set the min_autocomplete_chars to 4. Each contact in a given organization has a 3 letters prefix (let's say Walmart => WLM001, WLM002 etc....) so I guess the request returns too many elements when autocompleting.

The data structure was the same in Itop 2.6 so it's odd... But at least it works.

Have a good day.

[Pierre Goiffon]

Thanks for the feedback, good to know !