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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
* Use your best judgement here.
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.
Some of the items that may be available to you include:
- Computer (Your workstation)
- Monitor (Your monitor(s))
- Device(s)
- HD000X - Hard drives
- PW-000X - UPS
Location
This refers to the office or room where any related equipment is located.
Title
Aim for a clear and concise title.
This is a required field and should communicate the nature of the request in a clear and concise manner. You can get into more details in the description.
Description
This is also a required field. You will want to 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.