Add new field to helpdesk tickets

morchuboo · 2006-11-29 19:21:50

Can anyone tell me how easy it would be to add a new field to the helpdesk tickets.

Currently you can record the author, assignee, catagory of ticket, priority, request source and device.
I would like to add a new field to record the department that the user submitting the ticket is in. Its easy enough to add the filed in the glpi_tracking table but can someone outline which php files i would have to alter to add the drop downs and code to update the table.
I know that I will need to change the helpdesk.php and tracking.php files but im not sure what else so that we can get the helpdesk statistics for each department.

Many thanks for any help

Tom Beckett

gibi · 2007-01-01 02:50:33

Well, in the company where I'm working, I'm using the group for this.
Il works because we've suches business rules:
1) people are attached to 1 department (and only one)
2) if someone from department A is using a PC, this PC belongs to department A.
Advantages:
- You don't need to record the group each time you create a ticket (it takes the group attached to the "material" )
- You can modify/add/delete the group after having created the ticket in the Tracking menu

Hope this helps.

mjcallsr · 2008-04-11 01:24:57

Thank you.

sanjeev · 2008-12-10 13:30:38

Hello,

We have installed OCS Latest version & GLPI on Ubuntu Linux. Now when I add a ticket in user login I can see nothing under catagory ..how can I add these catagories.
Kindly mail back at ss.swarnkar@kirloskar.com

JMD · 2008-12-10 15:08:55

Did you read the documentation in the WIKI ?

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#1 2006-11-29 19:21:50

Add new field to helpdesk tickets

#2 2007-01-01 02:50:33

Re: Add new field to helpdesk tickets

#3 2008-04-11 01:24:57

Re: Add new field to helpdesk tickets

#4 2008-12-10 13:30:38

Re: Add new field to helpdesk tickets

#5 2008-12-10 15:08:55

Re: Add new field to helpdesk tickets

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