Ticket 44833

[TarekRemo]

Checklist before requesting a review

Please delete options that are not relevant.

• I have performed a self-review of my code.
• I have added tests (when available) that prove my fix is effective or that my feature works.
• I have updated the CHANGELOG with a short functional description of the fix or new feature.
• This change requires a documentation update.

Description

• It fixes !44833
• The "Ticket status after an escalation" option was being applied when a ticket was created with an assigned group. This happened because processAfterAddGroup() (the item_add hook on Group_Ticket) always forced the ticket status without checking whether the group assignment occurred during ticket creation. In contrast, the sibling method addHistoryOnAddGroup() already skips it during ticket creation for this exact reason.
• This behavior is incorrect because assigning a group while creating a ticket should not be considered an escalation. Therefore, the "Ticket status after an escalation" option should not be applied in this case.
• Fix: processAfterAddGroup() now checks whether the current call originates from CommonITILObject::add() before applying the option, just as addHistoryOnAddGroup() already does. For consistency, this check has been extracted into a shared helper method, isRunningDuringItilCreation(), which is now used by both methods.

[stonebuzz]

LGMT

[stonebuzz]

can you validate with customers ?

[TarekRemo]

can you validate with customers ?

customer approved the fix.