Assistance tab

Assistance permissions

Simplified interface

Default ticket templates: default templates for Tickets, Changes and Problems that will apply for profile.

Tickets permissions

• See My Ticket: see all the tickets for which I am the writer, the requester or the observer as well as their public follow-ups;

• Create: adds a Create Ticket menu. If you do not have this permission, when you log in, you will be directed to the list of tickets. Otherwise, you will be redirected to the home page which displays my tickets, sorted by status, with the Create ticket menu as the table title;

• See Group Ticket: see the tickets created which have one of my groups as an requester or observer. For example, if I am a member of the Management group, I will see all the tickets having a requester in group Management.

Followup permissions

• See Public Ones: see all followups typed as public followups;

• Update followups (author): modify the follow-ups you have created;

• Add followup (requester): add a follow-up to a ticket for which I am a writer or requester. This right also allows you to add a document to a ticket;

• Add followup (associated groups): add a follow-up to a ticket for which the requesting group is one of the groups of which I am a member;

• Add observer/technicien: allow the user to add an observer or assign them to a technician directly.

Tasks permissions

• See Public Ones: see all the tasks typed as a public task. This right also allows the display of the Tasks tab of a ticket.

Ticket approvals

• Create for request: send a validation request for a request type ticket;

• Create for incident: send a validation request for a n incident type ticket;

• Approve a request: respond to a validation request concerning a Request type ticket. Having this right makes you appear in the list of people who can validate.

• Approve an incident: respond to a validation request concerning an Incident type ticket. Having this right makes you appear in the list of people who can validate.

The Validation tab will only appear in the ticket if you have one of the validation creation permission. Otherwise, it will only be displayed if you have one of the validation permissions and only if the type of the ticket corresponds to the permission.

Mentions configuration

This option allows users to mention people in their tickets/follow-ups.

Associations permissions

• See hardware of my groups: asset whose type is authorized and for which I am a member of the group;

• Link with items for the creation of tickets:

  • My Devices: assets whose type is authorized and for which I am the user;

  • All Items: all assets of my entity whose type is authorized.

• Associable items to a ticket: types of asset on which a ticket can be associated. To add a type, just click in the white area and choose the authorized type or All if you want to authorize all types. To delete a type, simply click on the cross to the left of its name or on None if you do not want to allow any associated element

Standard interface

Common fields with the simplified interface will not be detailed. The 7 standard permissions will not be listed (see Permissions description).

Template & ITIL Objects

• Default ITIL templates: default templates for Tickets, Changes and Problems that will apply for profile;

• Templates: manage ticket/change/problem templates;

• Pending reasons: manage pending reasons.

Tickets permissions

This section also includes costs related to tickets and recurrent tickets.

• See my tickets: ticket that I have requested or that has been assigned to me;

• See All tickets: see all tickets created in the entity;

• See group ticket: see all tickets assigned to my group(s);

• See Assigned: see tickets for which I am the technician or having one of my groups as group of technicians;

• Assign: add a technician, a group of technicians or a supplier to a ticket;

• Steal: become the technician assigned to the ticket. In this case, the list of technicians who can be assigned to the ticket will only include the name of the person connected;

• Be in charge: be assigned to a ticket. All the users of this profile having this option enabled will be present in the list of technicians who can be assigned to a ticket;

• Change the Priority: change the priority in order to make an incident a Major priority, among other things. Modifying the priority therefore cancels the automatic calculation defined in the general configuration.

• Approve solution/reply survey (my ticket): allows you to approve a solution or accept or reject a satisfaction survey

• View new tickets:

Starting with GLPI 11, it is now possible to define whether or not a profile can view tickets with the New status.

On the tickets page, users will see all tickets that concern them, i.e.:

• Tickets assigned directly to them;

• Or those assigned to their groups;

• As well as tickets with the status new.

Once this option is disabled, all users with this profile will only see tickets that concern them. Tickets with the status “new” will therefore no longer be visible

Special cases :

1. My user is involved in a new ticket

If my user is involved in an incoming ticket (as a Requester, Observer or Technician), it will remain visible to them, even if the View new tickets option is disabled.

1. My user's profile has the right to "View all tickets"

The View all tickets option takes precedence over the View new tickets option. This means that if View all tickets is enabled, the user will continue to see New tickets, even if the View new tickets option is disabled.

All tickets are therefore visible to the user. The fact that the ‘View new tickets’ right is disabled is not taken into account.

Problems permissions

• See (author): view problems for which I am a requester, or a member of the requesting group, or an observer, or a member of the observer group, or the assigned technician, or member of the assigned group.

• See All: see all the data of a problem.

Changes permissions

This part also includes validations and recurrent changes

• See (author): see the changes for which I am the requester, or member of the requesting group, or observer, or member of the observer group, or the assigned technician, or member of the assigned group.

• Reply to survey (my change): allow me to respond to a satisfaction survey regarding the changes I have requested

Followups permissions

• See Private Ones: see all followups typed as private follow-up.

• Update All: modify all followups, regardless of the author.

• Add to all items: add a follow-up to all items of the entity;

• See Private Ones: see all the follwups/tasks typed as private;

• Update All: modify all tasks, regardless of the author;

• Add (associated groups): Add groups to ticket task.

• Add to all tickets: add a task to all tickets of the entity.

Mentions

See mentions for more details

Approvals permission:

• Create: send an approval request

• Purge: delete an approval request

• Validate: respond to an approval request. Having this right makes you appear in the list of people who can validate.

The Approvals tab will only be displayed in the ticket if you have one of the Validation permissions.

Assocation permissions

See Association for more details

Visiblity and planing permissions

• See personal planning: only see my planning data.

• See all plannings: see the data of all plannings

• See schedule of people in my groups: see the data of the plannings of the members of my groups.

Depending on the permissions of the profile, you can see the notes published in the planning as well as the tasks of a ticket, a problem or a change.