Forum GLPI-Project

joseluis.teixeira

Member

From: PT - GMR

Registered: 2013-05-07

Posts: 11

New ticket from normal user

I setup the ldap and AD link and is importing users/groups.
From the IT support poin-of-view, is working really good!
I managed to setup technician and supervisor roles for all IT support team.

-----------------------------------------

"PROBLEM"

We have hundreds of users that I want to import via AD/LDAP.

Only the IT team will have Technician/supervisor profiles, all the others will need the ability to create tickets from their desk and be able to follow the resolution of the ticket by the Technicians.

What is the profile for normal users?

Also, On the "Create ticket" form, I would like to see the "Urgency" and "Impact" dropdown also for the "normal user", is it possible?

thank you!

joseluis.teixeira

Member

From: PT - GMR

Registered: 2013-05-07

Posts: 11

Re: New ticket from normal user

What is the profile for normal users?

Ok,

So I managed to create a base profile, and set it as default, this way whenever a new user logins and matchs against LDAP/AD it will be "imported" as default user.

Now I am just missing this:

On the "Create ticket" form, I would like to see the "Urgency" and "Impact" dropdown also for the "normal user", is it possible?

joseluis.teixeira

Member

From: PT - GMR

Registered: 2013-05-07

Posts: 11

Re: New ticket from normal user

Sorry to push this issue but since I posted two different issues on the same post it could be missed for someone.

I would like to add the dropdown Impact when creating a New Ticket.
Can someone give a hint on how to display this?

Thank you!

joseluis.teixeira

Member

From: PT - GMR

Registered: 2013-05-07

Posts: 11

Re: New ticket from normal user

Although I am really impressed on GLPI system and development, I am feeling a little disappointed with the community side of GLPI.
Je suis vraiment impressionné sur le système et le développement GLPI, je me sens un peu déçu par le côté du support de la communauté de GLPI.

Ok, I think I found the way to follow ITIL process on the create ticket from a "normal user" [key user not IT tech].

For who might interest this solution, here it goes:

FILE: glpi/inc/ticket.class.php
LINE: ~3260
FIND:

      if ($CFG_GLPI['urgency_mask']!=(1<<3)) {
         if (!$tt->isHiddenField('urgency')) {
            echo "<tr class='tab_bg_1'>";
            echo "<td>".$LANG['joblist'][29]."&nbsp;:".$tt->getMandatoryMark('urgency')."</td>";
            echo "<td>";
            self::dropdownUrgency("urgency", $options['urgency']);
            echo "</td></tr>";
         }
      }

ADD THIS AFTER

      if ($CFG_GLPI['impact_mask']!=(1<<3)) {
         if (!$tt->isHiddenField('impact')) {
            echo "<tr class='tab_bg_1'>";
            echo "<td>".$LANG['joblist'][30]."&nbsp;:".$tt->getMandatoryMark('impact')."</td>";
            echo "<td>";
            self::dropdownImpact("impact", $options['impact']);
            echo "</td></tr>";
         }
      }

AFTER CUSTOMIZATION

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