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===== The GLPI Ticketing System =====

{{:glpi-logo-blue.png?100|}}

==== Resources ====

* [[https://huia.cbrain.mcgill.ca/glpi/|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|}}
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