Forum GLPI-Project

TheICF

Member

Registered: 2016-12-06

Posts: 5

quickly open and close a ticket

Hello

We are looking for an easy way for technicians to open and close tickets on behalf of users after handling a request that was not opened originally in GLPI .

Is there a fast way to do it ? looking for a one screen that we will be able to enter "requester" "category" and "solution".

Thanks
Sean

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,168

Re: quickly open and close a ticket

HI,
glpi version ?
use webservices to opent ticket, get response and submit solution from your home made form.

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GLPI10.0.10 (ubuntu 22.04 PHP8.1  Mariadb10.6 ) plugins : comportements 2.7.2 reports 1.16.0 formcreator 2.13.8, datainjection 2.13.4 fields 1.21.6

TheICF

Member

Registered: 2016-12-06

Posts: 5

Re: quickly open and close a ticket

Thank you
GLPI 9.1.1

We currently can open tickets by:

1.Email (but no category is set)
2.Portal

I would like to open a ticket using portal/email and closing it in one shot to save the time .

Thanks

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,168

Re: quickly open and close a ticket

Using webservices/API , you can have a form on your portal with : user, description,(opt : category), solution submit

on submit call webservices/API  to create ticket and get ticket # then recall webservice to add stored solution to this ticket .

the user only sees one step.

it works with 0.90+webservices plugin.

i'm working with 9.1+API to open tickets from portal, it's quite different

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Trouver la panne avant de réparer...
GLPI10.0.10 (ubuntu 22.04 PHP8.1  Mariadb10.6 ) plugins : comportements 2.7.2 reports 1.16.0 formcreator 2.13.8, datainjection 2.13.4 fields 1.21.6

TheICF

Member

Registered: 2016-12-06

Posts: 5

Re: quickly open and close a ticket

OK thanks.

When you mentioned Webservices/ API what are you reffering to ? Web Portal ?

on 9.1+ is it possible to create a new "new ticket" form with : requester,description,category,solution submit ?

so after the technician finishes handling a request (that did not have a ticket # in GLPI) he will use that new  to open and close a ticket fast , without the need to open a ticket with regular form and than click on the ticket # and fill in the fields or without the need to ask employee to open the request.

Thank you
Sean