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#1 2018-04-30 18:20:09

ecioglpi
Guest
Registered: 2018-03-05
Posts: 10

Creating Ticket with Predefined Tasks

Hi, how are you?

I am using GLPI version 9.2.1, and I am trying to define a set of predefined activities for a ticket template.
I could not figure out how to do it, and I did not find enough documentation in English about it.

For Example, suppose that for ticket template requesting to format a user Hard Disk, I always have to do the following tasks:
1) HD software inventory list, assigned to Software support group;
2) Backup user HD, assigned to local support group;
3) Format user HD, assigned to local support group;
4) Reinstall softwares in inventory list, assigned to Software support group;

Therefore, I need to create a set of preloaded tasks assigned to ticket template to "format a user Hard Disk".

I searched about, and I found a similar topic in this forum, but it is a 4 years old topic:
http://forum.glpi-project.org/viewtopic.php?id=41152

Please, May someone help me?

Thanks in advance,
Ecio

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#2 2018-05-02 18:21:16

ecioglpi
Guest
Registered: 2018-03-05
Posts: 10

Re: Creating Ticket with Predefined Tasks

Please, may someone help me? I could figure out how to do it.

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#3 2018-05-14 13:38:33

ecioglpi
Guest
Registered: 2018-03-05
Posts: 10

Re: Creating Ticket with Predefined Tasks

Please, May someone help me?

I am struggling trying to do it, because I could only find basic documentation and examples for using GLPI in English.

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#4 2018-05-14 22:40:15

KKAdmin
Guest
From: Germany
Registered: 2010-03-05
Posts: 693

Re: Creating Ticket with Predefined Tasks

You have to create a task template. You can only select a task template in the ticket template.


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
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#5 2018-05-16 19:40:56

ecioglpi
Guest
Registered: 2018-03-05
Posts: 10

Re: Creating Ticket with Predefined Tasks

KKAdmin wrote:

You have to create a task template. You can only select a task template in the ticket template.

Tanks a lot for helping.


Please, Do you know where I can find a full example ?
I am still  struggling trying to do it.

I understood that I create a task at menu "Setup->DropDowns->Tasks Templates", right?

When creating a Task Templates:

1) Is it possible to assign a Group to execute it?
I suppose that the field "by" means who is going to execute the task, right?
However,  field "by" does not allow me to assign a Group.

2) What is the field "Group" in "New Item - Task Template".
It looks like it is not a technician Group, and I could not figure out which Group it represents.

3) What is the field "Task Category" in "New Item - Task Template".
It looks like it is not a ticket category, and I could not figure out what it is.

3) How do I Group together tasks related to specific task template?
I mean, In my example of "Formatting HD" tickets, How can I group together its four tasks?

4) Is it possible to include tasks dependency?How can I do it?
For example, how do I register that task 2, depends on task 1.


I appreciate any help you can give me

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#6 2018-05-16 20:46:17

KKAdmin
Guest
From: Germany
Registered: 2010-03-05
Posts: 693

Re: Creating Ticket with Predefined Tasks

1) question one  - you are right. It would be nicer if the field by would be in your language "by user" and the field group "by group"
2) go to 1) wink - the group needs the right "group - Visible in a ticket - task = yes"
3) No. "task category" is task category and "ticket category" is ticket category. go to "setup - dropdowns" you find more different categories.
3 the second)  I don't know your target. Maybe you can do this with "task category" but you don't have a task group view or task category view in ticket timeline.
4.) I don't know if there is a way to solve this. (For bigger "task" you can use the project tool.)


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
GLPI 9.1.2 /Ubuntu 14.04.4 LTS
Apache/2.4.7 (Ubuntu) - PHP 5.5.9-1ubuntu4.16 - MySQL: 5.5.49-0ubuntu0.14.04.1

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#7 2018-05-16 21:18:36

KKAdmin
Guest
From: Germany
Registered: 2010-03-05
Posts: 693

Re: Creating Ticket with Predefined Tasks

I don't know a full example.
I understood that I create a task at menu "Setup->DropDowns->Tasks Templates", right? - YES

https://github.com/Armin83/doc/blob/mas … et_task.md


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
GLPI 9.1.2 /Ubuntu 14.04.4 LTS
Apache/2.4.7 (Ubuntu) - PHP 5.5.9-1ubuntu4.16 - MySQL: 5.5.49-0ubuntu0.14.04.1

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