Forum GLPI-Project

Carl-Maycock

Member

Registered: 2023-07-28

Posts: 1

Using Ticket Templates

Hi All

I'm currently evaluating GLPI for my organization and finding it really powerful and intuitive.

However I seem to be struggling with Ticket Templates.

I have created a test template but I can't see how you actually use it

When I create a ticket it always uses the default template and I can't see anyway to select or change to the template I have created.

I've looked over the help documents but I doesn't elaborate, it just shows you how to create them.

Any help would be much appreciated.

Thanks

Carl

Last edited by Carl-Maycock (2023-07-28 12:57:32)

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Using Ticket Templates

Ticket templates are a way to customize the ticket form based on the entity, the selected category, or a user's current profile.

https://glpi-user-documentation.readthe … -templates

You can set the default template used in the relevant entity/ITIL category/profile forms.
Administration > Entities > Assistance tab
Setup > Dropdowns > ITIL Categories
Administration > Profiles > Assistance tab

The applicable template is then evaluated based on the category, profile and finally the entity in that order. So, if the selected ticket category has Template A set as the default and the user's profile has Template B, Template A will be used.

If you are looking to have more advanced ticket forms with the ability for user's to pick the correct form, the official (created by Teclib') Form Creator plugin would cover that need. Additionally, this feature is planned to be added into GLPI directly at some point. The work for this has already been started.

https://plugins.glpi-project.org/#/plugin/formcreator

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GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.

MateusGirardi

Member

Registered: 2024-01-08

Posts: 1

Re: Using Ticket Templates

Hi,

When can we expect to have this feature in GLPI?

Thanks.

cconard96

Moderator

Registered: 2018-07-31

Posts: 2,813

Website

Re: Using Ticket Templates

The work on this feature is being done for the GLPI 10.1 version. I don't have a release window for this version.
If you want to track the progress towards a specific version, you can look at the milestones on GitHub.
https://github.com/glpi-project/glpi/milestones

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GLPI Collaborator and Plugin Developer.
My non-English comments are automated translations. Sorry for any confusion that causes.
Mes commentaires non anglais sont des traductions automatiques. Désolé pour toute confusion qui cause.
Mis comentarios que no están en inglés son traducciones automáticas. Perdón por cualquier confusión que cause.