This is an old revision of the document!
The GLPI Ticketing System
Resources
* 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:
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.
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.