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[[http://acelab.cbrain.mcgill.ca/wiki/doku.php?id=start|Return to MCIN Home Page]] ===== The GLPI Ticketing System ===== {{:glpi_logo_622x336.png?100|{{:glpi_logo_622x336.png|}} ==== 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 you LDAP user. ==== Creating a ticket ==== * Sign in to GLPI The top of the home page will look something like this: {{:the_glpi_home_page.png|}} You can create a new ticket by: - Selecting the **Create a ticket** tab from the banner menu near the top of the window. Or - by selecting the **Create a ticket** link just above the tickets listing. {{: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 the ticket === == 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**. == 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 == Urgency == == Inform me about the action taken == == Hardware type == Hardware type is a bit of a misnomer. Hardware type refers to the hardware (workstation) assigned to you in GLPI, for example your workstation. If the issue or incident is in regards to your workstation, monitor or UPS select the specific item from the drop down menu. == Location == == Title == (This is a required field) Aim for a clear and concise title. == 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. Once you are satisfied with the form choose the **Submit Message** just below the bottom edge of the form.
