Forum GLPI-Project

markjeff

Member

Registered: 2008-03-28

Posts: 2

Better Helpdesk injector

Hey

Can anyone point me in the direction of a pre-built helpdesk injector? I need one that will set the category.

thanks
Mark

wawa

GLPI-DEV

From: Montpellier / France

Registered: 2006-07-03

Posts: 6,019

Website

Re: Better Helpdesk injector

hello
what is a pre-built  helpdesk injector ?

homebunny

Member

From: Geel, Belgium

Registered: 2008-10-30

Posts: 18

Re: Better Helpdesk injector

Don't you know what a pre-build helpdesk injector is ??
Everyone knows that is an animal that lived hundred of years ago ..

JMD

GLPI - Lead

Registered: 2004-09-13

Posts: 9,180

Website

Re: Better Helpdesk injector

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JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
Apportez votre pierre au  projet GLPI   : Soutenir

JPond

Member

Registered: 2008-09-20

Posts: 1

Re: Better Helpdesk injector

You could set a rule to default all tickets with a certain category.

(Step 1)To set rules
1. Be Super-Admin
2. Select Administration
3. Select Rules
4. Select Business Rules for Tickets

Rules work in following fashion (helpful if you know basic programming concepts)
If (Criteria + Condition = Reason) Do this (Action)

(Step 2)Creating a new rule
1. Add new rule
2. Call it whatever you want
3. Description and Comments do not matter (This is for you only)
4. Set the matching type to AND or the OR condition (depends on what you are doing)
5. Set active to Yes

(Step 3)Setting up a Rule condition
1. Set the Criteria
2. In your case select Category
3. Set the Condition (is, is not, contains, ect...)
4. Set the Reason (----- is if category is blank, or select another option you have preset for your drop downs.)
5. Click Add

(Step 4)Setting up a Rule Action
1. Now set the Action
2. In your case Category
3. Set assign and select what Category you want all your tickets to be set to by default.
4. Click Add
5. Verify the rule is set to Active and try sending a test ticket as a requester.

Play around with the rules, should something not work simply shut the rule off or delete it. Sorry these instructions are not clearer, but i haven't had the time to write any formal documents regarding this system. 

Best of luck
-JPond