Forum GLPI-Project

dhiraj

Member

From: INDIA

Registered: 2007-12-06

Posts: 77

Feature Request

Hi all

Today I raised ticket at Red Hat Global Support website which was resolved properly. The  good thing is that after the call has been resolved, it goes to pending closure status from the helpdesk admin. After that customer keeps receiving a mail everyday till one week about the same. Meantime the customer logs on to the helpdesk and closes the ticket, in case he does not do so the ticket gets automatically closed after one week.  Good part is that customer decides about ticket closure and if he is nasty then the system takes care of his arrogance.

Quiet a nice feature i believe and the same may be incorporated in glpi and shall make it a lot better.  In case such a thing is already there please enlighten me about the same.

Regards

Dhiraj

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OS : Fedora Core 7
GLPI : 0.7             OCS-NG : 4100
Web Server : Apache 2.2.3 DB: MySql 5.0.27   
Langage : PHP 5.2.4  Syslog-NG: 2.0.5

remi

GLPI-DEV

From: Champagne

Registered: 2007-04-28

Posts: 7,127

Website

Re: Feature Request

Yes this is an ITIL feature which must be study with a lot of others ITIL features...

There is 2 common ways to handle this

- an technical closure and an administrative closure. This will also, require an auto-close mechanism after some time (1 week in your example) because, in most of the case, administrative closure will never append (by the requester).

- only one closure, but give the requester the ability do reopen the ticket (during a configured time) if he's not ok with the technical solution. That's what is actually implemented in GLPI.

Both are good ITIL implementation.

+

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Dév. Fedora 29 - PHP 5.6/7.0/7.1/7.2/7.3/7.4 - MariaDB 10.3 - GLPI master
Certifié ITILv3 - RPM pour Fedora, RHEL et CentOS sur https://blog.remirepo.net/

dhiraj

Member

From: INDIA

Registered: 2007-12-06

Posts: 77

Re: Feature Request

Hey remi
Thanks for the update. 2nd option should work fine but in first case the user will be bugged down by the mails he keep receiving and may close the call out of frustration while in my case I have not allowed users to close or repoen tickets rather the helpdesk operator calls the user and confirms about closing the ticket and finally closes it(just to add a human touch to whole thing).

Thanks for the info, I would request you you to consider option 1 if possible sometime in future release.

Regards

Dhiraj

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OS : Fedora Core 7
GLPI : 0.7             OCS-NG : 4100
Web Server : Apache 2.2.3 DB: MySql 5.0.27   
Langage : PHP 5.2.4  Syslog-NG: 2.0.5

Dr.Sqaer

Member

Registered: 2009-05-05

Posts: 2

Re: Feature Request

+1