Forum GLPI-Project

Ahab

Member

Registered: 2012-05-17

Posts: 18

Ticket closing procedure

Hello:

We are implementing GLPI 0.83.1 as issue tracking system and I would like to get a better understanding the semantic of ticket's statuses:

New: Ticket just open
Processing (planned): Like a action to be performed during a weekend downtime.
Processing (assigned): With a technician currently working on it.
Pending: Like if we have asked some information we need to carry on.
Solved: The problem is corrected from the technical point of view but needs the user approval.
Closed: The problem is corrected from the technical point of view and the user has giver his or her approval.

But when the ticket is solved no follow ups or validation can be sent to the user so how can be this approval be reflected in GLPI?

Can anyone provide an example of a full ticket lifecycle?

Thanks in advance.

Best regards,

José

remi

GLPI-DEV

From: Champagne

Registered: 2007-04-28

Posts: 7,127

Website

Re: Ticket closing procedure

> But when the ticket is solved no follow ups or validation can be sent to the user so how can be this approval be reflected in GLPI?
The text of the solution is send in the notification (solved ticket event)

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Ahab

Member

Registered: 2012-05-17

Posts: 18

Re: Ticket closing procedure

Thank you for your response, remi, but can we get user feedback?
For example: an user reports a performance problem, the systems department terminates a hung processes, then the problem is technically solved but the user has to confirm whether the performance has been improved to the point to work normally or not.

I would like to understand the semantic of the "solved" status and its differences with "closed" status

Best regards,

José