it_and_workstation_requests
====== Differences ====== This shows you the differences between two versions of the page.
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it_and_workstation_requests [2016/04/28 19:29] 132.216.122.49 |
it_and_workstation_requests [2017/03/07 18:09] csteel |
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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 ==== | ||
| Line 12: | Line 11: | ||
| ==== Requirements ==== | ==== Requirements ==== | ||
| - | In order to create a request or incident ticket you will first need an LDAP user name and password if you do not already have one. | + | 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. |
| - | + | ||
| - | * 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 ]] and they will setup up with a user name and password. | + | |
| ==== Creating a ticket ==== | ==== Creating a ticket ==== | ||
| - | Once you are signed into GLPI the top of the home page will look something like this: | ||
| - | {{:the_glpi_home_page.png|}} | + | * Sign in to GLPI |
| - | You can create a new ticket in three ways: | + | The GLPI home page will look something like this: |
| - | - Select the **Create a ticket** tab from the banner menu near the top of the window. | + | {{:glpi-01-creating-a-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|}} | + | You can create a new ticket by: |
| - | === Filling in your ticket === | + | - Selecting the **Create a ticket** |
| + | |||
| + | |||
| + | === Filling in the ticket === | ||
| + | |||
| + | == New Ticket == | ||
| + | |||
| + | {{:glpi-02-ticket.png?400|}} | ||
| == Ticket type == | == Ticket type == | ||
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| 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|}} |
| - | 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**. | + | == Category == |
| - | == Hardware Type == | + | 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 |
| - | Hardware type is a bit of a misnomer and actually refers to hardware assigned to you. If the issue or incident is in regards to your workstation, monitor or UPS you can select the specific item from the drop down menu. | + | {{: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 == | == Title == | ||
| - | (This is a required field) | ||
| - | Aim for a clear and concise title. | + | Aim for a clear and concise title that is easy to visually scan. |
| + | |||
| + | {{:glpi-08-title.png?400|}} | ||
| == Description == | == Description == | ||
| - | (This is a required field) | ||
| - | In the **Description** area try and include any relevant details such as ip addresses, program versions and so on. | + | 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: | ||
| - | Once you are satisfied with the form choose the **Submit Message** just below the bottom edge of the form. | + | {{:glpi-11-done.png?400|}} |
it_and_workstation_requests.txt · Last modified: 2017/11/06 21:23 by ppatterson
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