Forum GLPI-Project

alechan

Member

From: Tokyo, Japan

Registered: 2010-05-31

Posts: 41

Creation of multiple Tickets

Hello,

It is possible to raise one ticket and then duplicate it?

eg. installation of a software for N. machines will require N. same tickets when it comes to 20 or 30 machines, create one ticket at time may result a little annoying.

(GLPI 0.72.3 )

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Production GLPI 0.72.3  - Ubuntu 9
Testing GLPI 0.78 - Ubuntu Server 10.4

sean.tapscott

Member

Registered: 2010-06-16

Posts: 303

Re: Creation of multiple Tickets

Hmm, I know you can make this work in .78 by creating one ticket and then adding multiple tasks to it, but I don't know how to do that in 0.72.4.  Anyway, I don't bother linking tickets to computers unless there's an issue, as it affects your component reliability statistics.

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Now using 0.78.1 on CentOS.

alechan

Member

From: Tokyo, Japan

Registered: 2010-05-31

Posts: 41

Re: Creation of multiple Tickets

Ciao Sean,
thanks for your answer.
What do you mean with "affects your component reliability statistics"?
Separating "Requests" and "Incident" (In categories) my statistics will be accurates (I hope )

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Production GLPI 0.72.3  - Ubuntu 9
Testing GLPI 0.78 - Ubuntu Server 10.4

sean.tapscott

Member

Registered: 2010-06-16

Posts: 303

Re: Creation of multiple Tickets

If you go into the Assistance menu and select "Statistics", there are "By Hardware" and "By Item" reports that will allow you to run reliability statistics on different components based on the prevalence of support tickets linked to that computer.  I find them interesting enough, but they're really only valid if you link only tickets that actually have problems.  A lot of my users will submit things that aren't actually computer faults, and tend towards being just General Requests.

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Now using 0.78.1 on CentOS.

alechan

Member

From: Tokyo, Japan

Registered: 2010-05-31

Posts: 41

Re: Creation of multiple Tickets

In my case only engineers raise tickets so we don't have this problem.
Thanks!

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Production GLPI 0.72.3  - Ubuntu 9
Testing GLPI 0.78 - Ubuntu Server 10.4