it_and_workstation_requests
====== Differences ====== This shows you the differences between two versions of the page.
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it_and_workstation_requests [2016/11/03 17:23] 127.0.0.1 external edit |
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 18: | Line 17: | ||
| * Sign in to GLPI | * Sign in to GLPI | ||
| - | The top of the home page will look something like this: | + | The GLPI home page will look something like this: |
| - | {{:the_glpi_home_page.png|}} | + | {{:glpi-01-creating-a-ticket.png?400|}} |
| You can create a new ticket by: | You can create a new ticket by: | ||
| - | - Selecting the **Create a ticket** tab from the banner menu near the top of the window. | + | - Selecting the **Create a ticket** |
| - | Or | ||
| - | - by selecting the **Create a ticket** link just above the tickets listing. | + | === Filling in the ticket === |
| + | == New Ticket == | ||
| - | {{:create_a_ticket_with_glpi_-_describe_the_incident_or_request.png|{{:the_glpi_home_page.png?300|{{:the_glpi_home_page.png?200|}} | + | {{:glpi-02-ticket.png?400|}} |
| - | + | ||
| - | === Filling in the ticket === | + | |
| == Ticket type == | == 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**. | 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 == | == 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 | 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 == | == Urgency == | ||
| - | * Use your best judgement here. | + | * 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 == | == Inform me about the action taken == | ||
| Line 55: | Line 58: | ||
| If the issue or incident is in regards to your workstation, monitor or UPS select the specific item from the drop down menu. | If the issue or incident is in regards to your workstation, monitor or UPS select the specific item from the drop down menu. | ||
| - | Some of the items that may be available to you include: | + | {{:glpi-06-hardware-type.png?400|}} |
| - | + | ||
| - | * Computer (Your workstation) | + | |
| - | * Monitor (Your monitor(s)) | + | |
| - | * Device(s) | + | |
| - | * HD000X - Hard drives | + | |
| - | * PW-000X - UPS | + | |
| == Location == | == Location == | ||
| This refers to the office or room where any related equipment is located. | This refers to the office or room where any related equipment is located. | ||
| + | |||
| + | {{:glpi-07-location.png?400|}} | ||
| == Title == | == Title == | ||
| - | Aim for a clear and concise title. | + | Aim for a clear and concise title that is easy to visually scan. |
| - | This is a required field and should communicate the nature of the request in a clear and concise manner. You can get into more details in the description. | + | {{:glpi-08-title.png?400|}} |
| == Description == | == Description == | ||
| Line 77: | Line 76: | ||
| This is also a required field. You will want to 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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