Ticket life cycle

Ticket life cycle is defined at profile level in a life cycle matrix. To display a life cycle and modify it, it is therefore done in profile management form (menu Administration > Profiles).

Ticket types

GLPI tickets are either incidents or requests, this type being stored in field Type of the ticket. This type field allows to perform actions based on ticket type (see business rules for tickets modification and assignment, ticket templates and problem management) and to customize the list of available categories.

Status

ITIL defines a standard for ticket status life cycle. This status life cycle is implemented in GLPI by defining the following status:

• New

• Approval

• Processing (assigned)

• Processing (planned)

• Pending

• Solved

• Closed

These status can neither be parameterized nor modified.

It is therefore possible to hide some status according to profile (see Life cycle matrix).

To go further in status management, refer to ticket templates and business rules for tickets modification and assignment.

Scheduling

Ticket scheduling is done according to data provided by the requester and the technician:

• Requester defines urgency

• Technician appreciates the impact

Priority results from these two values. It is computed automatically using a matrix and provides the true importance of the ticket.

To go further on this matrix configuration, see Define the matrix of calculus for priority.

Management rules

The ticket status follows the following process:

• Upon creation, the ticket has status New;

• When a technician assigns ticket processing to a group, a technician or a supplier, the ticket goes to status Processing (assigned);

• When a new task is added to the ticket and is planned, ticket status become then Processing;(planned)

• When a solution is found for the ticket, its status become Solved;

• At last, then requester or writer validates the proposed solution, the ticket status is Closed;

• Technician can change ticket status at every moment, in particular to put the ticket to Pending (it is also possible to set up pending reasons). Following ITIL recommendations, a ticket must be made Pending only by the requester, for example if request is not complete or if requester is not available for an intervention

• Requester can delete the ticket as long as the ticket status is New and no action has been done on the ticket