Forum GLPI-Project

adrianmarsh

Member

Registered: 2006-08-28

Posts: 379

Missing Helpdesk

Hi.

I'm testing a 0.72.3 upgrade to 0.78.1, and have noticed a few things:

- Where has the Assistance -> Helpdesk link moved to ?
- I still don't understand the Approval mechanism, or how to configure it.  Someone gave me a link to a document, but thats in French.
-  Who does it send approval requests to ?? (how is that configured)

Any guidance appreciated, otherwise I'm stuck on 0.72.3..

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GLPI 0.83.91/CENTOS5 - OCS 1.01/Win2003

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Missing Helpdesk

- Where has the Assistance -> Helpdesk link moved to ?

Assistance > Tickets > clic on +

- I still don't understand the Approval mechanism, or how to configure it.

The approval mechanism is to approve a request before working on it.
For example, you have a request for a new printer. But in this case, you must have money to buy it. So, to accept the request, you must have the authorization of your service "Purchases".

Someone gave me a link to a document, but thats in French.

Yes, we need translators .... so the documentation of 0.78 is only in french

-  Who does it send approval requests to ?? (how is that configured)

The technician before working on the request.

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

sean.tapscott

Member

Registered: 2010-06-16

Posts: 303

Re: Missing Helpdesk

Hey Adrian,

To get approval to work on a ticket, you must first have given whoever will grant the approval a profile with Technician privileges.  I think its called the "ability to work on a ticket" permission in a profile.  Next, you'd need to open a ticket, select the Approval tab, and click "Send an Approval Request."  This will popdown another screen where you can select the "technician" you'd need approval from and enter some comments. 

After that, it will, by default, send a notification to the Approver and ask for Approval.

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Now using 0.78.1 on CentOS.

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Missing Helpdesk

Rights for approval are :
- Create a validation request : ask for approval the ticket
- Validate a ticket : reply to a validation request

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)