[[http://acelab.cbrain.mcgill.ca/wiki/doku.php?id=start|Return to MCIN Home Page]] ===== The GLPI Ticketing System ===== {{:glpi-logo-blue.png?100|}} ==== Resources ==== * [[https://glpi.acelab.ca|ACELab GLPI]] Ticketing systems link ==== Requirements ==== In order to create a ticket you will need to follow the GLPI link above and request a password reset for your LDAP user account. ==== Creating a ticket ==== * Sign in to GLPI The GLPI home page will look something like this: {{:glpi-01-creating-a-ticket.png?400|}} You can create a new ticket by: - Selecting the **Create a ticket** === Filling in the ticket === == New Ticket == {{:glpi-02-ticket.png?400|}} == Ticket type == By default the **Type** is **Incident**. If you are making a **Request** rather than reporting an incident, use the drop down menu to choose **Request**. {{:glpi-03-change-incident-to-request.png?400|}} == Category == Select the **Category** that best describes the kind of assistance you are looking for. If you don't see a category that corresponds to your **incident** or **request** leave it blank or choose **Other**. Generally {{:glpi-04-ticket-categories.png?400|}} == Urgency == * Is this just annoying or is this preventing you from doing your work? {{:glpi-05-set-urgency.png?400|}} == Inform me about the action taken == * Confirm that the email address we have is correct and set the **Email followup** dropdown to be **Yes**. == Hardware type == If the issue or incident is in regards to your workstation, monitor or UPS select the specific item from the drop down menu. {{:glpi-06-hardware-type.png?400|}} == Location == This refers to the office or room where any related equipment is located. {{:glpi-07-location.png?400|}} == Title == Aim for a clear and concise title that is easy to visually scan. {{:glpi-08-title.png?400|}} == Description == This is also a required field. You will want to include any relevant details such as IP addresses, program versions and so on. {{:glpi-09-description.png?400|}} == Submit your ticket == Once you are satisfied with the form choose the bright red **Submit Message** button just below the bottom edge of the form. {{:glpi-10-submit.png?400|}} == Confirmation == If everything went well you will get the confirmation page which looks a bit like this: {{:glpi-11-done.png?400|}}
