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Tickets categories
Ticket categories are used to classify and organize tickets according to their nature or type of request. They are essential for structuring support and facilitating processing, assignment, and statistics.
Tickets templates
Using ticket templates, it is possible to customize ticket creation form by masking, pre-defining or making mandatory some fields.
Receiver
External tools can interact with assistance module using mail collectors.
Email is used to create tickets and add follow-up to existing tickets. A GLPI internal task will connect to a mailbox and fetch messages.
A mail message will go through the following steps:
Mail box;
Collector, configured using Configure collectors;
Business rules, see Business rules for tickets
Ticket is created
An answer to a mail coming from GLPI will go through the following steps:
Mail box;
Collector ;
Creation of a follow-up for concerned ticket.
Attached costs
Deduct ticket-related costs in order to stay within the allocated budget
Links between tickets
It is possible to define links between tickets or to mark tickets as duplicates.
Processing time
Incidents resolution delays or can be configured.
Business rules
Business rules can be defined to modify and assign tickets.
Administrative closure
Administrative closure moves the status of a ticket from Solved to Closed.
ITIL best practices recommends a validation of the solution by the ticket requester, who validates that the answer provided by the technician corresponds to the demand. However, if the requester does not fulfill this validation, it is possible to parameterize an administrative closure after a delay which can be configured at entity level (see Assistance tab). If this delay is set to zero, the ticket is automatically closed.
Satisfaction
You can send out satisfaction surveys to measure your users' satisfaction levels. These surveys can then be analysed using statistics.
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