Differences

This shows you the differences between two versions of the page.

--- it_and_workstation_requests [2016/04/28 19:15] – 132.216.122.49
+++ it_and_workstation_requests [2024/03/26 13:52] (current) – external edit 127.0.0.1
@@ Line 3: / Line 3: @@
 ===== The GLPI Ticketing System =====
-{{:glpi_logo_622x336.png?100|{{:glpi_logo_622x336.png|}}
+{{:glpi-logo-blue.png?100|}}
 ==== Resources ====
-* [[https://huia.cbrain.mcgill.ca/glpi/|ACELab GLPI]] Ticketing systems link
+* [[https://glpi.acelab.ca|ACELab GLPI]] Ticketing systems link
 ==== 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 a user name and password.
+==== Creating a 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 a 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 a 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 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 ==
-== Ticket Category ==
+Once you are satisfied with the form choose the bright red **Submit Message** button just below the bottom edge of the form.
-Select the **Category** that best describes the kind of assistance you are looking for, or, if you don't see a category that corresponds to your **incident** or **request** leave it blank or choose **Other**.
+{{: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|}}