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it_and_workstation_requests [2016/04/28 19:26]
132.216.122.49 [GLPI Ticket Creation]
it_and_workstation_requests [2017/11/06 21:23] (current)
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+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.
-  * An email address+
  
-* 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 user name and password.+==== Creating ​ticket ====
  
 +* Sign in to GLPI
  
-===== Usage =====+The GLPI home page will look something like this:
  
-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.+{{:​glpi-01-creating-a-ticket.png?400|}}
  
-==== LDAP ====+You can create a new ticket by:
  
-LDAP allows users to have single user name and password for multiple systems. At this time we are beginning to use LDAP services for signing on to GLPI.+  - Selecting the **Create ​ticket**
  
-==== GLPI Ticket Creation ==== 
  
-=== Create a new ticket === +=== Filling in the ticket ===
-Once you are signed into GLPI the top of the home page will look something like this:+
  
-{{:​the_glpi_home_page.png|}}+== New Ticket ==
  
-You can create a new ticket in three ways:+{{:glpi-02-ticket.png?​400|}}
  
-  - Select the **Create a ticket** tab from the banner menu near the top of the window. +== Ticket type ==
-  - 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|}}+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**.
  
-=== Filling in your ticket ===+{{:​glpi-03-change-incident-to-request.png?​400|}}
  
-== Ticket type ==+== Category ​==
  
-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**.+Select ​the **Category** that best describes the kind of assistance you are looking for. If you don't see category that corresponds to your **incident** or **request** leave it blank or choose **Other**. Generally ​
  
-== Ticket Category ==+{{:​glpi-04-ticket-categories.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**.+== Urgency ==
  
-== Hardware Type ==+* Is this just annoying or is this preventing you from doing your work?
  
-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-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.1461871612.txt.gz · Last modified: 2016/11/03 17:23 (external edit)