Forum GLPI-Project

srinivasan.crotus

Member

Registered: 2014-02-14

Posts: 8

Ticket Re-open

Hi All

How to user re-open the solved ticket? If the user not satisfied about the ticket means, is there any option to reconsider/re-open the ticket?

If anyone have any solution, kindly share with me.

Thanks in advance.

srinivasan.crotus

Member

Registered: 2014-02-14

Posts: 8

Re: Ticket Re-open

How to generate the report of tickets?

Give me your guidance in this regard.

Thanks in advance

samcro

Member

From: Munich, Bavaria, Germany

Registered: 2013-04-24

Posts: 216

Re: Ticket Re-open

if a user replies on a closed ticket via email the tickets gets automatically re-opened.

reports: http://bit.ly/1kVGMaG

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GLPI 0.84.7 with FusionInventory on LAMP 14.04.1 LTS
~150 clients

taidtt

Member

Registered: 2014-02-17

Posts: 18

Re: Ticket Re-open

...

Last edited by taidtt (2014-02-19 11:37:17)

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,168

Re: Ticket Re-open

Hi,
I think the best way is solve the ticket, notify the requester/user let him approve the solution.
if the solution is approved close the ticket, if not, add the comment as followup and reassign the ticket. the ticket status is automatically set to "close" or "assigned" depending from the user response.
in that case the user don't need to reopen.

you can add 2 links in resolution notification <I Agree with solution> <I disagree> linking to html form, calling webservices to fill in the ticket. It works fine. and it is very easy for the final user.

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Trouver la panne avant de réparer...
GLPI10.0.10 (ubuntu 22.04 PHP8.1  Mariadb10.6 ) plugins : comportements 2.7.2 reports 1.16.0 formcreator 2.13.8, datainjection 2.13.4 fields 1.21.6

MEI-IT

Member

From: Evansville, Indiana, USA

Registered: 2013-08-08

Posts: 104

Re: Ticket Re-open

LaDenrée,

Have you implemented the resolution links in your Ticket Solved email? I would be interested to see how you did that!

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GLPI v0.84.6 - Ubuntu 12.04 - PHP 5.3.10-1 - Apache 2.2.22 - MySQL 5.5.37
~100 users - ~120 PCs - ~80 servers

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,168

Re: Ticket Re-open

I use 1 link pointing to an HTML form.

<a href="MySrv/mroforms/mrovalidation.form.php?ticket=##ticket.id##&amp;titre=##ticket.title##"> Validation de la solution</a>

in this form is
1 hidden input
<input title="numero du ticket" type="hidden" name="ticket" id="N° Ticket" value="<?php echo $_GET['ticket']?>" mandatory="Y"/>
1 selector<select name="approbation" id="approbation" title="Approuvez vous la solution proposée ?" >
                           <option value="close" >J'approuve la solution proposée le ticket peut être fermé</option>
                          <option value="reopen" >Je ne suis pas d'accord avec la solution proposée</option>
               
                    </select>

1 textarea for comment.

1 script checking if comment is set for reopen.

1  button.calling check/submit  JS function.
this button submits to another form that calls webservices.

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Trouver la panne avant de réparer...
GLPI10.0.10 (ubuntu 22.04 PHP8.1  Mariadb10.6 ) plugins : comportements 2.7.2 reports 1.16.0 formcreator 2.13.8, datainjection 2.13.4 fields 1.21.6

srinivasan.crotus

Member

Registered: 2014-02-14

Posts: 8

Re: Ticket Re-open

How to customize the statistics page. I want to show names of the ticket in the Graph. Is it possible?

If you anyone have solution, Kindly let me know.

Thanks in Advance......

srinivasan.crotus

Member

Registered: 2014-02-14

Posts: 8

Re: Ticket Re-open

Post Close..

Last edited by srinivasan.crotus (2014-02-27 06:15:03)