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it_and_workstation_requests [2016/05/25 15:24]
132.216.122.49
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 ====
  
-In order to create a ticket you will need to follow the GLPI link above and request a password reset for you LDAP user. +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 ==== ==== Creating a ticket ====
Line 19: 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 ==
 +
 +* 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 ==
 +
 +* Confirm that the email address we have is correct and set the **Email followup** dropdown to be **Yes**.
  
 == Hardware type == == 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.+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 == == 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.1464189853.txt.gz · Last modified: 2016/11/03 17:23 (external edit)