Forum GLPI-Project

odb

Member

From: Slovakia (Slovak Republic)

Registered: 2011-01-22

Posts: 116

feature request - add tags to Helpdeks/Tickets

Add customable tags like in email clients(thundebird,...) or other programs where I can tag emails and work with this tags(search, filter,..).

We need to tags tickets with same symptops or with needded same action,...., or tag same tickets for certain time.
Examples.
1.Diferent users describe same problem diferent. I create tag and this tag add to all tickets with same problem. Technician/supervisor search or filter tickets with this tag and work with those ticket.
2.Or when we upgrade aplication and after upgrade all new tickets related to this upgrade we group by tag. After same we can get statistic that this upgrade produce xx tikcets(incidents or requests).
3.We have 200+ opened tickets and with tags I can tag tickets to the groups or filter by tags.

Now I can only link tickets. Linking tickets is good only for some scenarios.
For some scenarios I can use Problems, Changes or in 0.85 Project, but they are needlessly complicated.

Tag is simple and easy  multipurpose feature.

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Debian Squeeze  (PHP 5.3.3-7+squeeze3, Apache 2.2.16-6+squeeze3, MySQL: 5.1.49-3) glpi 0.83.91

for testing - Debian Squeeze (PHP 5.3.3, Apache 2.2.16, MySQL: 5.1.49) glpi 0.85.4

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,290

Re: feature request - add tags to Helpdeks/Tickets

Hi,
I thing also that tags could be usefull.
I think a ticket could be tagged with several tags.

until the tags are created ( or not) let me sugest you a workaround :
I use GLPI0.83.8 with ProjectPlugin. Sometimes I use projects as a "super Tag" so i can group my tickets, it is fast and easy.
For some big projets I use Project tasks, and son on, for some other, I create a projet just for tagging tickets.

so, when i look at my project i can easily find related tickets.

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Trouver la panne avant de réparer...
GLPI10.0.16 (ubuntu 22.04 PHP8.1  Mariadb10.6 ) plugins : comportements 2.7.3 reports 1.16.0 formcreator 2.13.9, datainjection 2.13.5 fields 1.21.9

odb

Member

From: Slovakia (Slovak Republic)

Registered: 2011-01-22

Posts: 116

Re: feature request - add tags to Helpdeks/Tickets

project plugin  is good workaround but missing one thing.

I need to group ticket from subentities to one project in parent entity. I can`t do this with projet.

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Debian Squeeze  (PHP 5.3.3-7+squeeze3, Apache 2.2.16-6+squeeze3, MySQL: 5.1.49-3) glpi 0.83.91

for testing - Debian Squeeze (PHP 5.3.3, Apache 2.2.16, MySQL: 5.1.49) glpi 0.85.4