Ad "Add and Close" Follow-Up button in Helpdesk possible?

steffens · 2008-04-15 23:23:18

Is it possible to get or activate this. We would like to have the possibility for a helpdesk user to close his ticket by follow-up.

Thank you in advance, Steffens.

JMD · 2008-04-15 23:31:57

No it's not possible actually and I think this is not agood idea to do this....

augusto.ferronato · 2008-04-16 16:41:29

one good idea, to do is one "survey" about the satisfation from user for the ticket
?

Thanks

JMD · 2008-04-16 19:32:33

Yes and it's in our todo list

augusto.ferronato · 2008-04-16 21:43:47

ok, i not know about this.

Thanks

sitambokni · 2008-04-28 15:32:07

Actually this is a good idea..but in some other aspect I totally disagree..I've been worked in a busy semiconductor company most of the staff disregard this satisfaction/evaluation for techs after serving the ticket most of the end user does not response reason why the helpdesk staff spend their time calling and sending alert to end user to remind that they have pending ticket satisfaction form to be filled up prior closing the tickets. It is nice to have but definitely I wouldn't used it. I guess to better way to do it a separate system not a part of GLPI or other helpdesk system. Just my two cents.

JMD · 2008-04-28 19:48:21

The survey would be disabled if you want

FraSo · 2008-05-03 23:33:47

@All - in many ticket systems (SAP, Trendmicro, Commvault, ...) users should close a ticket, when the status is "customer/user request" (& has the status solved/no solution). When not, they must ask to close the ticket. This makes sure, that tickets will only be closed, when the user/customer accepts the solution/answer.

Additional you need a job for closing tickets which closes tickets which waits for customer/user feed back - to clean up the database.

I think, if you want to fullfil ITIL (v 3.0) request you should implement.

By the way: the ticket-system is great and I'm looking forward for the next version 0.71 which improves e-mail tickets and SSO.

Frank

valdoltra · 2009-03-19 10:07:31

Any news on user closing the ticket? One option is to give all users admin access and restrict admin profile but this is silly. I think that in small companies with small employee number, it can be done by admin. But if you have a large number like 1000, it's an additional job you have to do. Once user has confirmed the solution he/she should be able to close the ticket at the same time. Maybe adding an option to profile settings: "Can close tickets: YES/NO"?

Cheers,
V

Last edited by valdoltra (2009-03-19 10:41:57)

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#1 2008-04-15 23:23:18

Ad "Add and Close" Follow-Up button in Helpdesk possible?

#2 2008-04-15 23:31:57

Re: Ad "Add and Close" Follow-Up button in Helpdesk possible?

#3 2008-04-16 16:41:29

Re: Ad "Add and Close" Follow-Up button in Helpdesk possible?

#4 2008-04-16 19:32:33

Re: Ad "Add and Close" Follow-Up button in Helpdesk possible?

#5 2008-04-16 21:43:47

Re: Ad "Add and Close" Follow-Up button in Helpdesk possible?

#6 2008-04-28 15:32:07

Re: Ad "Add and Close" Follow-Up button in Helpdesk possible?

#7 2008-04-28 19:48:21

Re: Ad "Add and Close" Follow-Up button in Helpdesk possible?

#8 2008-05-03 23:33:47

Re: Ad "Add and Close" Follow-Up button in Helpdesk possible?

#9 2009-03-19 10:07:31

Re: Ad "Add and Close" Follow-Up button in Helpdesk possible?

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