Forum GLPI-Project

kenneth

Member

Registered: 2007-04-20

Posts: 5

Helpdesk Creating a Ticket on Behalf of a user

Hi!
We are looking at switching to GLPI for our Helpdesk needs but would like to on occasion be able to enter a Helpdesk ticket via a phone call a user makes. Is there a way to allow a Helpdesk tech do this without needing to log into the main helpdesk webpage as the user and generating the ticket that way?
If this has been answered or a way exists that I'm seeing, let me know!

Thanks!
Kenneth

JMD

GLPI - Lead

Registered: 2004-09-13

Posts: 9,180

Website

Re: Helpdesk Creating a Ticket on Behalf of a user

Hi,

Sorry but i don't understand what you means.

Could you explain exactly what you want/need ?

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

kenneth

Member

Registered: 2007-04-20

Posts: 5

Re: Helpdesk Creating a Ticket on Behalf of a user

Normaly as I understand it:
1) User logs into the website
2) Fills in the form
3) Hits submit.
4) Helpdesk see's the User under the Author list.

What I would like to know is it possiable for a user to:
1) Call the Helpdesk
2) Helpdesk fills in the Form.
3) Helpdesk hits submit
4) Helpdesk Assigns the User as the Author of the ticket.

We plan on the majority of users using the normal method but would like a method for call ins as well.

JMD

GLPI - Lead

Registered: 2004-09-13

Posts: 9,180

Website

Re: Helpdesk Creating a Ticket on Behalf of a user

Yes it's already possible in GLPI.

Have you  test the demo of GLPI ?

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

kenneth

Member

Registered: 2007-04-20

Posts: 5

Re: Helpdesk Creating a Ticket on Behalf of a user

Yes, but if it exists then I am misunderstanding the steps required to do so. What would the steps be?

kenneth

Member

Registered: 2007-04-20

Posts: 5

Re: Helpdesk Creating a Ticket on Behalf of a user

Now that I feel silly....

You Must be logged in as Admin to do so on the demo setup.

regarding the Demo Setup:
Admin Account => Example of Helpdesk Staff
Normal Account => Example of Admin Staff who can do lookups
Post-Only => Normal Users who sumbit tickets

Is this accurate?