Solution

The solution allows you to close a ticket. Once the solution has been sent, the user receives a notification asking them to approve or reject the solution. If they reject it, the ticket will remain open. If they accept it, the ticket will remain closed. If the user takes no action, the ticket will automatically be marked as resolved after a period of time defined by the administrator (15 days by default). During this time, the user still has the option to reopen the ticket. After this period, it will no longer be possible to reopen it.

Icon

Explanation

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Search the knowledge base to see if a solution exists

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Choose a followup template

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Choose or add a solution type

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Save and add to the knowledge base

Add a solution

• To add a solution, click on the button with the same name;

• Add your comment;

• Add a document if necessary;

• Click on + Add;

Template

It is possible to create a solution template to increase speed and efficiency.

You can add a template by going to Dropdwons > Assistance > Solution templates or by the solution form to the ticket directly by clicking on the + next to the

• Add a Name (that will appear in the drop-down lists);

• Add comment (optionnal);

• Choose the solution type;

• Write your content (you can use variables, click on "Available variables" to see the list);

• Click on + Add;

• After recording, you can add a translation.

Solution type

Solution types are used to describe how a ticket has been resolved. They provide information and indicate the type of action that led to the ticket being closed.

For example :

• Solution applied (incident actually resolved);

• Workaround (temporary solution);

• Information provided (explanation or procedure provided);

• Fix deployed (patch, update);

• No solution (ticket closed with no action possible).

They can be useful for statistics, for example.

You can add a solution type by going to Dropdwons > Assistance > Solution type or by the solution form to the ticket directly by clicking on the + next to the

• Add a Name (that will appear in the drop-down lists);

• Add comment (optionnal);

• You must define who will be able to see it and how:

  • Visible for an incident (Yes/no)

  • Visible for a problem (Yes/no)

  • Visible for a change(Yes/no)

  • Visible for a requester (Yes/no)

• Click on + Add;

• After recording, you can add a translation.

Solution approval

Solution approvals allow you to validate or reject the solution proposed on a ticket.

Solution approval is an optional step (the requester is not obligated to respond; the ticket will be permanently closed after a certain period of time even if there is no response) in the ticket lifecycle that involves submitting the solution to the requester for confirmation before the ticket is officially closed.

If the requester approves or does not respond to the approval, the ticket will change to closed status after a given period or can be closed manually.

If the applicant refuses the solution, the ticket will remain open until a solution is found

Specificity

Starting with GLPI11, it is now possible to define which profiles have the right to approve or reject a solution, as well as to respond to a satisfaction survey for tickets they have created. This right is applicable for standard interfaces.

This new right is called: Approve solution / Reply survey (my ticket) It is available in the profile rights configuration, Administration > Profiles > My_Profile > Tickets :

Example

In the example below:

• The user technician creates a ticket for the user Joe, whom he therefore lists as the Requester,

• But he assigns himself as the Technician.

Thus, technician is the creator and the assigned technician but not the requester. In our situation, we therefore want him to be unable to accept solutions and satisfaction requests.

With the Approve solution/Reply survey (my ticket) right, they will not be able to approve or reject the solution, or respond to the satisfaction survey associated with the ticket they created.

Automatic closing

You can set a period during which the requester can reopen their ticket. After this period, the ticket will be permanently closed (only a super admin will be able to reopen it).

To manage the period after which a ticket should change from solved to closed status:

• Go to Administration > Entity > My_Entity > Assistance;

• Select the period for :

  • Automatic closing of solved tickets after

  • Automatic purge of closed tickets after