it_and_workstation_requests
====== Differences ====== This shows you the differences between two versions of the page.
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it_and_workstation_requests [2016/04/21 20:00] 132.216.122.49 [Requirements] |
it_and_workstation_requests [2017/11/06 21:23] ppatterson [Resources] |
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| ===== The GLPI Ticketing System ===== | ===== The GLPI Ticketing System ===== | ||
| - | {{:glpi_logo_622x336.png?100|{{:glpi_logo_622x336.png|}} | + | {{:glpi-logo-blue.png?100|}} |
| ==== Resources ==== | ==== Resources ==== | ||
| - | * [[https://huia.cbrain.mcgill.ca/glpi/|ACELab GLPI]] Ticketing systems link | + | * [[https://glpi.acelab.ca|ACELab GLPI]] Ticketing systems link |
| ==== Requirements ==== | ==== Requirements ==== | ||
| - | * User name and password - Contact or visit the [[Systems]] team and ask for [[ http://acelab.cbrain.mcgill.ca/wiki/doku.php?id=christopher_steel | Chris ]] or [[ http://acelab.cbrain.mcgill.ca/wiki/doku.php?id=pamela_patterson | Pam ]]. | + | 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 ==== | ||
| - | ===== Usage ===== | + | * Sign in to GLPI |
| - | To Create a ticket for a request or incident using GLPI you will first need a user name and password if you do not already have one. | + | The GLPI home page will look something like this: |
| - | ==== LDAP ==== | + | {{:glpi-01-creating-a-ticket.png?400|}} |
| - | LDAP allows users to have a single user name and password for multiple systems. At this time we are beginning to use LDAP services for signing on to GLPI. | + | You can create a new ticket by: |
| - | ==== GLPI Ticket Creation ==== | + | - Selecting the **Create a ticket** |
| - | === Create a new ticket === | ||
| - | Once you are signed into GLPI the top of the home page will look something like this: | ||
| - | {{:the_glpi_home_page.png|}} | + | === Filling in the ticket === |
| - | You can create a new ticket in three ways: | + | == New Ticket == |
| - | - Select **Create a ticket** from the banner menu near the top of the window. | + | {{:glpi-02-ticket.png?400|}} |
| - | - Select the **Create a ticket** link just above the summary of your tickets. | + | |
| - | - or you can select the **+** sign to the upper right of the **Create a ticket** at the top of the ticket summary window. | + | |
| - | + | ||
| - | {{:create_a_ticket_with_glpi_-_describe_the_incident_or_request.png|{{:the_glpi_home_page.png?300|{{:the_glpi_home_page.png?200|}} | + | |
| - | + | ||
| - | === Filling in your ticket === | + | |
| == Ticket type == | == Ticket type == | ||
| Line 44: | Line 36: | ||
| 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**. | 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**. | ||
| - | == Ticket Category == | + | {{: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. | ||
| - | Select the **Category** that best describes the kind of assistance you are looking for, or, if you don't see a category that corresponds to your **incident** or **request** leave it blank or choose **Other**. | + | {{: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|}} | ||
it_and_workstation_requests.txt · Last modified: 2017/11/06 21:23 by ppatterson
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