iTop Extensions

Dispatch User Request to a team

Dispatch User Request to a team
Dispatch a user request to a team without assigning an agent
iTop Hub
Dispatch User Request
PHP 8.1
For iTop version below 3.0.x, use version 1.1.11 maximum
For iTop 3.x use any version
For iTop 3.1+, use 1.2.0 or above

The standard life cycle for User Requests tickets in iTop does not allow to assign a ticket to a Team without assigning it to a specific Person inside this Team. By creating a new state dispatched, this extension allows to dispatch a User Request ticket to a Team, without assigning it to particular Person. From the dispatched state the User Request can then be assigned to a Person.


Dispatch a User Request to a Team before assigning it to a Person.

The standard User Request life-cycle is the following:

Standard User Request Life-cycle

Once the extension has been installed, the User Request life-cycle becomes as follows:

User Request Life-cycle with "dispatched" state

The definition of the TTO (Time To Own) metric is also modified to take into account the “dispatched” state (The Time To Own stops when the ticket is actually assigned to a Person, not only dispatched to a Team).

Actually two new states are added to the life-cycle: dispatched and redispatched, to take into account the first assignment of a ticket. When a ticket which was assigned to a Person is dispatched again to a Team, the agent to which the ticket was assigned is cleared (even if the ticket is dispatched again to the same team).

Revision History

Release Date Version Comment
2023-07-13 1.2.0 * N°6386 - Add rank on dispatch and redispatch value on UserRequest
2021-12-17 1.1.11 * Update Spanish translations (thanks to Miguel Turrubiates !)
2020-09-29 1.1.10 * Fix fatal error (include model.combodo-dispatch-userrequest.php) if “UserRequest:RequestsDispatchedToMyTeams” menu removed by customization
2020-01-29 1.1.9 Update Brazilian Portuguese translations
2020-01-29 1.1.8 Update translations for iTop 2.7.0
2018-12-03 1.1.7 NL and ES translations
2018-07-02 1.1.5 ES and DE translations
2018-01-26 1.1.4 Update Russian translation (thanks to Vladimir Kunnin)
2017-10-27 1.1.3 Update German translation (thanks to ITOMIG GmbH)
2014-11-19 1.1.1 Adapted to iTop > 2.1.0, which gives more flexibility for developing other modules that could add states to the tickets
2014-03-11 1.0.1 Integration of the German translation (thanks to ITOMIG GmbH)
2014-02-28 1.0.0 First version


Use the Standard installation process for this extension.


This extension has no specific configuration setting.


The new dispatched state is fully integrated with the life-cycle of the ticket. For example, when creating a new User Request, an extra button “Dispatch to a team” appears:

New button "Dispatch to a team"

On an User Request in state new, the action “Dispatch to a team..” is available in the drop-down list of actions.

New action "Dispatch to a team"

A user must have either the profile “Service Desk Agent” or “Support Agent” (or Administrator) to be allowed to dispatch a ticket.

The list of teams to which the ticket can be dispatched are the same as the ones used when assigning the ticket directly to a Team and a Person. The possible Teams are defined by the Delivery Model of the Organization of the ticket.
extensions/combodo_dispatch_userrequest.txt · Last modified: 2023/09/20 09:41 (external edit)
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