Creating Ticket Templates with Preloaded Tasks.

eltaria · 2014-10-13 12:11:48

Hi guys, thanks for the great job with GLPI so far.

I'd like to ask if the following is possible?

For certain tickets, we'll have certain predefined workflows right?

If we can add the tasks into each Ticket template, that would be awesome!

For example, requesting Ticket to request new mouse.
Task 1) To check existing mouse's condition
Task 2) Retrieve new mouse from inventory 1 to 1 exchange of mouse with user
Task 3) Sign off asset assignment form
Task 4) Update inventory in GLPI as needed.
Task 5) Close ticket

This would help tremendously in, standardizing workflow/steps to newcomers, and also save a lot of time on frequent tasks, because we don't have to reenter each of the tasks 1 by 1...

It seems like a common feature, and I'm almost certain someone else would've asked this before... And I'm also almost certain GLPI should be able to do it? But.... I can't find out how to set this on my own..

Can someone advice me? Thank you so much!

**PS I guess I can put all the Tasks into Description for now.. But would prefer if we can really make use of GLPI's 'tasks' ability, so that we can see the % of completion, as each tasks in the workflow is ticked off...

Last edited by eltaria (2014-10-13 12:24:13)

geoalbi · 2014-10-13 21:33:05

There is a plugin that allows cloning a ticket, but only the ticket properties: title, description, etc. Basically what you would find in the form that saves the ticket.
It does not clone the tasks.

lexx015 · 2014-10-14 06:17:37

Hello!
This is planned feature.
https://forge.indepnet.net/issues/4491

eltaria · 2014-10-20 05:42:45

ok, that's good to know! Thank you.

Also, is there any rethinking of the current ticket template system?

As it is, each ticket is kinda hardcoded to each category. While it works, it'll also mean that we need to maintain a very detailed list of multiple categories... If we can associate multiple templates to one 'Category' that will help I believe.

For example.
>> Category = Hardware > Laptop

I create maybe 4 tickets template to this Hardware>Laptop category
1) Mouse problem, 2) Keyboard problem, 3) Display problem, 4) BlueScreen

When the user or the helpdesk create a ticket, they will 1st pick a Category, Hardware > Laptop, after which, GLPI will prompt the 4 templates, and we can choose which is suitable.

Hope this helps! Thank you for the great work again, will be donating to the cause!

p_bos · 2016-09-28 09:29:27

Is this feature available in version 9.1?

djwhite · 2017-09-07 13:09:42

Hi there

Has there been any progress on this as we would really like this feature!

Many thanks

David

joseph.fischetti · 2017-09-13 19:58:05

I haven't been able to find this feature (we're using version 9.1.3)
I wrote a plugin that I was planning to submit. I'd be happy to share it with you if you're interested.

KKAdmin · 2017-09-13 22:24:14

9.2 is not released at the moment but soon

nehakpal786@gmail.com · 2019-10-22 06:59:37

hii kindly share the plugin name... i also finding difficulties bcz i want to design a ticket as per my need.... there is a form but i can add ticket in form but it's not display in tickets desk-board so thats why i want a form in my ticket template... kindly help

nehakpal786@gmail.com · 2019-10-31 09:22:18

hii kindly share the plugin name... i also finding difficulties bcz i want to design a ticket as per my need.... there is a form but i can add ticket in form but it's not display in tickets desk-board so thats why i want a form in my ticket template... kindly help

Forum GLPI-Project

Announcement

#1 2014-10-13 12:11:48

Creating Ticket Templates with Preloaded Tasks.

#2 2014-10-13 21:33:05

Re: Creating Ticket Templates with Preloaded Tasks.

#3 2014-10-14 06:17:37

Re: Creating Ticket Templates with Preloaded Tasks.

#4 2014-10-20 05:42:45

Re: Creating Ticket Templates with Preloaded Tasks.

#5 2016-09-28 09:29:27

Re: Creating Ticket Templates with Preloaded Tasks.

#6 2017-09-07 13:09:42

Re: Creating Ticket Templates with Preloaded Tasks.

#7 2017-09-13 19:58:05

Re: Creating Ticket Templates with Preloaded Tasks.

#8 2017-09-13 22:24:14

Re: Creating Ticket Templates with Preloaded Tasks.

#9 2019-10-22 06:59:37

Re: Creating Ticket Templates with Preloaded Tasks.

#10 2019-10-31 09:22:18

Re: Creating Ticket Templates with Preloaded Tasks.

Board footer