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#1 2018-04-30 18:20:09

ecioglpi
Member
Registered: 2018-03-05
Posts: 10

Creating Ticket with Predefined Tasks

Hi, how are you?

I am using GLPI version 9.2.1, and I am trying to define a set of predefined activities for a ticket template.
I could not figure out how to do it, and I did not find enough documentation in English about it.

For Example, suppose that for ticket template requesting to format a user Hard Disk, I always have to do the following tasks:
1) HD software inventory list, assigned to Software support group;
2) Backup user HD, assigned to local support group;
3) Format user HD, assigned to local support group;
4) Reinstall softwares in inventory list, assigned to Software support group;

Therefore, I need to create a set of preloaded tasks assigned to ticket template to "format a user Hard Disk".

I searched about, and I found a similar topic in this forum, but it is a 4 years old topic:
http://forum.glpi-project.org/viewtopic.php?id=41152

Please, May someone help me?

Thanks in advance,
Ecio

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#2 2018-05-02 18:21:16

ecioglpi
Member
Registered: 2018-03-05
Posts: 10

Re: Creating Ticket with Predefined Tasks

Please, may someone help me? I could figure out how to do it.

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#3 2018-05-14 13:38:33

ecioglpi
Member
Registered: 2018-03-05
Posts: 10

Re: Creating Ticket with Predefined Tasks

Please, May someone help me?

I am struggling trying to do it, because I could only find basic documentation and examples for using GLPI in English.

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#4 2018-05-14 22:40:15

KKAdmin
Member
From: Germany
Registered: 2010-03-05
Posts: 959

Re: Creating Ticket with Predefined Tasks

You have to create a task template. You can only select a task template in the ticket template.


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
GLPI 9.3.3

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#5 2018-05-16 19:40:56

ecioglpi
Member
Registered: 2018-03-05
Posts: 10

Re: Creating Ticket with Predefined Tasks

KKAdmin wrote:

You have to create a task template. You can only select a task template in the ticket template.

Tanks a lot for helping.


Please, Do you know where I can find a full example ?
I am still  struggling trying to do it.

I understood that I create a task at menu "Setup->DropDowns->Tasks Templates", right?

When creating a Task Templates:

1) Is it possible to assign a Group to execute it?
I suppose that the field "by" means who is going to execute the task, right?
However,  field "by" does not allow me to assign a Group.

2) What is the field "Group" in "New Item - Task Template".
It looks like it is not a technician Group, and I could not figure out which Group it represents.

3) What is the field "Task Category" in "New Item - Task Template".
It looks like it is not a ticket category, and I could not figure out what it is.

3) How do I Group together tasks related to specific task template?
I mean, In my example of "Formatting HD" tickets, How can I group together its four tasks?

4) Is it possible to include tasks dependency?How can I do it?
For example, how do I register that task 2, depends on task 1.


I appreciate any help you can give me

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#6 2018-05-16 20:46:17

KKAdmin
Member
From: Germany
Registered: 2010-03-05
Posts: 959

Re: Creating Ticket with Predefined Tasks

1) question one  - you are right. It would be nicer if the field by would be in your language "by user" and the field group "by group"
2) go to 1) wink - the group needs the right "group - Visible in a ticket - task = yes"
3) No. "task category" is task category and "ticket category" is ticket category. go to "setup - dropdowns" you find more different categories.
3 the second)  I don't know your target. Maybe you can do this with "task category" but you don't have a task group view or task category view in ticket timeline.
4.) I don't know if there is a way to solve this. (For bigger "task" you can use the project tool.)


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
GLPI 9.3.3

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#7 2018-05-16 21:18:36

KKAdmin
Member
From: Germany
Registered: 2010-03-05
Posts: 959

Re: Creating Ticket with Predefined Tasks

I don't know a full example.
I understood that I create a task at menu "Setup->DropDowns->Tasks Templates", right? - YES

https://github.com/Armin83/doc/blob/mas … et_task.md


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
GLPI 9.3.3

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#8 2019-01-17 21:52:22

desparzagophone
Member
Registered: 2018-10-11
Posts: 8

Re: Creating Ticket with Predefined Tasks

Hola chicos tengo una consulta ustedes saben como puedo ocultar la función de tareas que aparece junto con solución ,costo, histórico, estadistas,
Quiero que al técnico vea y maneje solo seguimientos y solución

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#9 2019-01-17 21:52:33

desparzagophone
Member
Registered: 2018-10-11
Posts: 8

Re: Creating Ticket with Predefined Tasks

Hello guys, I have a question. You know how I can hide the task function that appears along with solution, cost, historical, statesmen,
I want the technician to see and manage only follow-ups and solutions

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#10 2019-01-21 17:20:59

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,273

Re: Creating Ticket with Predefined Tasks

1/ you assign a group by field Group in the task template
2/ group assigned to the task
3/ category only for a task
3/ for me you don't group task but you add several task template in a ticket template
4/ you can't natively


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)

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#11 2019-01-21 17:21:28

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 15,273

Re: Creating Ticket with Predefined Tasks

desparzagophone wrote:

Hello guys, I have a question. You know how I can hide the task function that appears along with solution, cost, historical, statesmen,
I want the technician to see and manage only follow-ups and solutions

To hide a part, delete right about it in your profile


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)

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