Modifying helpdesk.html

diabolka · 2008-07-09 16:53:55

Good morning:

I realize this question was asked but no answer (http://glpi-project.org/forum/viewtopic.php?id=8553) so I am hoping to bring about interest in it again. I like the fact that there is a form for public tickets. That said, is there a way to add a bit more functionality to public non-logged in ticket? Right now, it makes the ticket sent from the super admin. I'd prefer it used one of the generic logins I created for that purpose. Is there a way to add a Name or email field that would populate in the ticket field so I know who the person opening the ticket is?

GLPI is excellent with the exception of this one thing. Due to it being an internal only system, we rather not populate the GLPI with usernames and password for individuals to log in and submit a ticket. However, people are NOT reading the instructions to include their email addresses or name in the description field. People just don't read things thoroughly, unfortunately.

To that end, is there a way to include an email address or name in the form that would append that information directly into the trouble ticket or similar. Forcing individuals to log into a system just to put in a trouble ticket is really not an effective way to go for quick turnaround

PLEASE help!! Thanks in advance.

System Info:
GLPI version 0.68.3 (cannot connect to db using 0.70.2 or 0.71 versions so had to use this one)
Apache 2.0
php5
5.0.51a-3ubuntu5.1
MySQL5

Last edited by diabolka (2008-07-09 16:56:27)

MoYo · 2008-07-09 20:04:24

why not use mailgate system which is included in 0.70 versions ?

diabolka · 2008-07-09 20:12:41

Okay, I installed .70. But I am not understanding your comment about using the mail portion. Please advise.

Last edited by diabolka (2008-07-09 21:50:17)

JMD · 2008-07-09 22:57:13

"Forcing individuals to log into a system just to put in a trouble ticket is really not an effective way to go for quick turnaround"

This is your opinion....

If you use both GLPI and a ldap there is no problem for you user , they use the same login and pass that they used to.

But in fact i don't really understand your problem because GLPI was given with the helpdesk.html which is done for your needs.

diabolka · 2008-07-09 23:36:42

Actually, it is the opinion of the individuals who are going to be using this system. The groups of people in my company are VERY resistent to change and this is one of those issues.

JMD · 2008-07-10 19:18:17

Ok so you could use heldpesk.html to do what you need

diabolka · 2008-07-10 19:21:32

Yes, and as my query in the other forum post says, I'm trying to do the concatenating now.

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#1 2008-07-09 16:53:55

Modifying helpdesk.html

#2 2008-07-09 20:04:24

Re: Modifying helpdesk.html

#3 2008-07-09 20:12:41

Re: Modifying helpdesk.html

#4 2008-07-09 22:57:13

Re: Modifying helpdesk.html

#5 2008-07-09 23:36:42

Re: Modifying helpdesk.html

#6 2008-07-10 19:18:17

Re: Modifying helpdesk.html

#7 2008-07-10 19:21:32

Re: Modifying helpdesk.html

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