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#1 2018-11-16 13:15:08

Maxwal
Member
Registered: 2018-11-16
Posts: 4

Tickets templates and Predefined fields. Cartriges.

Hello colleagues. I have three questions about the system.
1. Ticket template. How do I add multiple assigned technicians to a predefined field? I can only do one thing, but I need a few. You can add all specialists to the group and specify it, but .... (see point 2)
2. How to make group tickets visible on the main page or always the group tickets tab? The fact is that if you do not read the mail, then at the entrance to the system personal tickets and tasks open, if the specialist forgets to see group tickets, then the tickets will not be processed.
3. Cartridges. What do you do with refilling cartridges and inventory of such cartridges? I made a model of the cartridge and added a few cartridges that have an ID. Now I want to install a specific cartridge in the printer, but the system decides which ID to use, so I don’t know the exact status of each cartridge.

Thank you and I apologize for the google translator.

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#2 2018-11-19 08:25:06

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 14,759

Re: Tickets templates and Predefined fields. Cartriges.

1. you can only add 1 technician in the ticket template
2. i don't understand your question. Where do you want to see group tickets? at Home? Have you rights to see tickets of my group in your profile?
3.When you create a template of cartridges, you associate type of printer. All cartridges of this template are the same. So i don't understand why you want to select a specific one.


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

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#3 2018-11-19 14:03:12

Maxwal
Member
Registered: 2018-11-16
Posts: 4

Re: Tickets templates and Predefined fields. Cartriges.

Hi, thanks for trying to help.
1.2 I will try to explain. When a technician enters GLPI, he gets to the "Personal View" page, on this page he sees the tasks and tickets that are assigned to him. To see group tasks, he should go to the "group view" page. The client submits tickets through e-mail, with the help of the rules, these applications are sent to a specific organization, and a ticket template is provided in the organization's settings. I want all the specialists who are related to this ticket to immediately see the ticket. But to see his technicians must go to the “group view” page, if they forget to do this, the ticket will remain unanswered. I wanted to assign several technicians in the template at once, so that their ticket would be displayed on the “personal view” tab and they could immediately see these tickets when they entered the system. Or, when they log on to the system, they immediately open the "all" page and then they will immediately see both personal tasks and group tasks.

3. This is true for GLPI. But it is a little different in the real world. The cartridge model matches specific printer models. I buy several cartridges (let them be 5) of a certain model and manufacturer, then I sign each cartridge - I write its serial number from 1 to 5 on it. Now I have five new cartridges. They are all really the same until I start using them. I install the cartridge number 1 in the printer. After a while it ends and I insert the cartridge at number two. Now I have an empty cartridge at number 1, I am taking it to the warehouse and there I refill it (add toner or ink to it). Now I have cartridge number 1 — refilled, cartridge No. 2 installed, and № 3-5 cartridges new. When the cartridge number 2 has ended, I take it to the warehouse, and the cartridge number 1 is installed in the printer. Now I know that the No. 1 cartridge is refilled 1 time and installed, the No. 2 cartridge is empty in the warehouse, 3-5 cartridges are new.
GLPI does not allow me to do this, instead of the refilled cartridge No. 1, he decides which cartridge is installed in the printer, most likely it will be cartridge No. 3. It also remains unknown how many times I put powder in cartridge No. 1 and when it is time to dispose of it. We believe that it is beneficial not to buy a new cartridge every time, but to refill the old cartridge several times. I think this situation in many countries.

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#4 2018-11-29 14:36:32

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 14,759

Re: Tickets templates and Predefined fields. Cartriges.

1-2 your can add your technicians group in your template and you create a business rule to affect all of your technician based on group assigned


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

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#5 2018-12-04 12:06:57

Maxwal
Member
Registered: 2018-11-16
Posts: 4

Re: Tickets templates and Predefined fields. Cartriges.

Thanks, it works!
It remains only to figure out how to work with cartridges.

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#6 2018-12-05 15:40:33

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 14,759

Re: Tickets templates and Predefined fields. Cartriges.

For me it's not possible


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

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#7 2019-03-12 08:20:17

k008
Member
From: Russia
Registered: 2019-03-12
Posts: 1

Re: Tickets templates and Predefined fields. Cartriges.

Hello, I have the same problem with cartridges.
There are various cartridges for printers in the group of companies; recently cartridges have started to disappear.
Therefore, I would like to mark the cartridges, and when I add the cartridge to the printer, see where and which cartridge (in stock, in the printer, or ended up at the gas station).

There is also the question of what to do with the cartridge that has ended, send it to the warehouse (how to indicate the status - empty) or spent, but then it cannot be refilled to be returned.

That is, how correctly in such a scheme to specify the life cycle of the cartridge / toner?

Also, is there a mechanism for repair work, the printer has broken, indicated in repair ..., repaired and returned to the place.

P.S.
I am writing here because my question is close to the author

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