Question about helpdesk tickets

jvuz · 2012-12-18 13:27:15

Hi,

because (apparantly) it isn't possible to show only the main categories, when you create a helpdesk ticket and to show the second part, after the category has been chosen, I was wondering if it would be possible to do this via the type of ticket you create. When you create a ticket, the first field that's shown is type, where you can choose between incident and request. Maybe there lies a way to accomplish what I want.

What do you guys/girls think?

yllen · 2012-12-20 16:37:25

in the ticket category, you have a field to indicate if this category is visible for a request or for an incident. That's all.

jvuz · 2012-12-21 08:01:14

Yes, I saw, but it has to be visible after you choose one of the categories

yllen · 2012-12-21 10:03:55

I don't understand your problem.What it has to be visible after you choose one of the categories ?

jvuz · 2012-12-21 10:09:21

Let me explain. For the moment I have 2 main categories: Support ICT and Support STTD (Technical service). In the Future there will be other main categories. Every main category has its own sub categories and especially for support ICT, there are a lot. Now when someone creates a ticket they have to browse to the bottom before they the the second main category. If in th future there will be others, it will be more difficult to browse. Therefore I'm looking for a way that, for instance, at first you only see the main categories and once you've selected one of them, you'll get the subcategories of that item. I hope it's a bit clearer now.

jvuz · 2013-01-04 10:03:20

Im' really wondering if we're the only one that have that problem.

danh · 2013-01-04 20:06:25

I understand and agree. I don't have too many yet, but I can see this being a problem.

You want the Category Class to only show parent items until clicked, then the children are displayed.

dony123 · 2013-01-16 13:45:44

Hi,

Yes, I need this too.

Cheers.

jvuz · 2013-01-16 16:39:52

@danh: yes, that's correct.

mhouston100 · 2013-01-20 22:48:34

I think this would be solved by allowing editable ticket 'Types' however I remember before that this feature was requested and turned down as GLPI is trying to follow the ITIL standard, which really only caters for two 'types' of tickets - Request and Incident.

The logic that we use is that all the other information that we USED to put in categories is now defined by the ticket itself, i.e what department it is for, the element it is assigned to etc. As far as GLPI is concerned, the categories are not the place to define this information.

For example and INCIDENT that is a FAULT and assigned to a server, would obviously go to the server support team etc There is no need to define it in the categories.

I stand to be corrected though as I'm running from memory off a post that I currently cant find.

Forum GLPI-Project

Announcement

#1 2012-12-18 13:27:15

Question about helpdesk tickets

#2 2012-12-20 16:37:25

Re: Question about helpdesk tickets

#3 2012-12-21 08:01:14

Re: Question about helpdesk tickets

#4 2012-12-21 10:03:55

Re: Question about helpdesk tickets

#5 2012-12-21 10:09:21

Re: Question about helpdesk tickets

#6 2013-01-04 10:03:20

Re: Question about helpdesk tickets

#7 2013-01-04 20:06:25

Re: Question about helpdesk tickets

#8 2013-01-16 13:45:44

Re: Question about helpdesk tickets

#9 2013-01-16 16:39:52

Re: Question about helpdesk tickets

#10 2013-01-20 22:48:34

Re: Question about helpdesk tickets

Board footer