automatic new incident when a reservation is created? or..

g00mba · 2010-10-28 00:39:53

well my question is if I can get an automatic incident when a reservation is created? or is it possible to add followups and validation to reservations? the comments field is just way too rudimentary... I belive that is one of the very few weak points in an otherwise superb system.

Last edited by g00mba (2010-10-28 00:40:16)

yllen · 2010-10-28 14:19:15

With a reservation, you can have only notifiation(s).
You only can create ticket for an object of GLPI (computer, printer, logiciel....)

g00mba · 2010-10-28 19:16:14

that is exactly my point yllen, when a reservation is made on an item (pc, printer, etc) is there a way that an incident is automatically created on said item and associated with the same user that made the reservation?

sean.tapscott · 2010-10-29 21:37:44

g00mba, what would then do with that incident? I think I see what you're trying to say, but don't know what exactly you'd want to do with an incident that's tied to a reservation.

g00mba · 2010-10-29 21:50:27

well, lets say you have to perform a couple of steps BEFORE giving the requested item, say, get it out of storage, review the status of the updates (if the item is a system), etc. Also, if you want your users to confirm that the item was in fact taken (using a validation) and not just reserved but never actually claimed, and finally, to track the Items with expired reservations and not yet returned (dont know bout you guys but we have a LOT of people here that like to do that quite often), that could be managed by adding notes to the case stating that the reservation is overdue, if the item is damaged when returned could also prove to be an interesting usage situation for the ticket.

Last edited by g00mba (2010-10-29 21:54:59)

sean.tapscott · 2010-10-29 21:52:16

That's a pretty good idea.

To Summarize:
After a reservation is created, we'd like the reservation of a certain item (computer) to trigger the creation of a ticket that is tied to that item with the requester of the ticket matching the person who made the reservation.

Perhaps, to go even further, do away with the reservation UI entirely, and just allow the reservation to be done in the simplified interface. But that's probably not ITIL standard.

Last edited by sean.tapscott (2010-10-29 21:55:18)

g00mba · 2010-10-29 22:08:40

sean.tapscott wrote:

Perhaps, to go even further, do away with the reservation UI entirely, and just allow the reservation to be done in the simplified interface. But that's probably not ITIL standard.

but what about the other way around? add tasks, comments & validation to the reservation UI (I do like it a lot btw.)

but I belive the easiest thing for the devs would be to add a trigger that creates a new ticket.

Last edited by g00mba (2010-10-29 22:09:52)

sean.tapscott · 2010-10-29 22:11:27

Well, to do that, you'd have to take a lot of already existing features, and implement them into a very small feature. Perhaps an easier way to do the change is to take the small feature (reservations) and implement it into the large feature (ticketing and their simplified/standard interfaces).

Meh, this is all a debate for developers. I'm not one, so i can't really decide how or even if they'd do this.

g00mba · 2010-10-29 22:28:20

sean.tapscott wrote:

Meh, this is all a debate for developers. I'm not one, so i can't really decide how or even if they'd do this.

I was thinking the same, besides, a reservation is not an item in itself, its just something else you do with an item, so adding followup and validation would not make any sense, I think i'll stick to my initial question, is it posible for a reservation to trigger a ticket in the item? (I would say it's currently not possible but its worth the shot)

sean.tapscott · 2010-10-29 22:30:27

Maybe a plugin could do it. Remi was talking about a "Behavior" plugin that did something before. He was trying to explain it to me, but it never made full sense as to what the plugin was trying to accomplish. Whatever it was, I think it was similar to this: Triggering an action somewhere based one something somewhere else?

g00mba · 2010-10-29 23:10:50

sean.tapscott wrote:

but it never made full sense as to what the plugin was trying to accomplish.

I couldnt figure it out either.

fricau · 2010-11-02 16:45:53

Hi g00mba:

I've been thinking about your question...because I'm HD Manager and I have a similar need.

If the 'email notification' it's send to a emaill account linked with GLPI as 'mailgate', (English Menu: Setup>Receivers), it will make an auto-ticket with the main information about the reservation, when you pull on the 'mailgate'.

The original requester for the new ticket is GLPI Admin (the mail sender) , but you can change it later from Ticket Management.

Sicnce 0.78 version, you can edit HTML template for Reservation Notification (Menu: Setup>Notifications>Notifications Templates) or cron the 'mailgate's (Menu: Setup>Automatic Actions: mailgate) in an easy way.

It's not what you need but it's very similar, and without plugins or code modifications.

What do you think?

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#1 2010-10-28 00:39:53

automatic new incident when a reservation is created? or..

#2 2010-10-28 14:19:15

Re: automatic new incident when a reservation is created? or..

#3 2010-10-28 19:16:14

Re: automatic new incident when a reservation is created? or..

#4 2010-10-29 21:37:44

Re: automatic new incident when a reservation is created? or..

#5 2010-10-29 21:50:27

Re: automatic new incident when a reservation is created? or..

#6 2010-10-29 21:52:16

Re: automatic new incident when a reservation is created? or..

#7 2010-10-29 22:08:40

Re: automatic new incident when a reservation is created? or..

#8 2010-10-29 22:11:27

Re: automatic new incident when a reservation is created? or..

#9 2010-10-29 22:28:20

Re: automatic new incident when a reservation is created? or..

#10 2010-10-29 22:30:27

Re: automatic new incident when a reservation is created? or..

#11 2010-10-29 23:10:50

Re: automatic new incident when a reservation is created? or..

#12 2010-11-02 16:45:53

Re: automatic new incident when a reservation is created? or..

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