Manage tickets
Manage tickets following ITIL recommendations
GLPI assistance module is compliant with ITIL best practices guide for incident and request management: it integrates therefore notions such as impact, ticket urgency, priority calculus matrix and status standardization. Despite the fact that GLPI is ITIL compliant, it is not mandatory to follow these best practices and freedom is given to implement an incident management best tailored for organization's need.
Statistics are available for tickets, see Display statistics.
Description of specific fields
Description of the ticket
Title: if no tile is defined by the user when creating the ticket, the first 70 characters of the description will be used to define ticket title;
Description: mandatory, for above reason;
Created: ticket requester of the ticket and the date and time;
Last update: the name, date and time of the last update made to the ticket;
Ticket
Opening date: ticket creation date;
Type: defines whether it is a request or an incident;
Category: allows to sort request or incident by their nature, a category being associated to only one type;
Status: status attributed manualy by the technician or dynamically by performed actions, see Management rules and life cycle matrix;
Approval: by default the ticket is Not subject to approval;
Request Source: indicates the channel used to create the ticket, see Configure drop down;
Urgency: importance given to the ticket by the requester;
Impact: importance given by the technician;
Priority: importance of the ticket automaticaly computed from defined impact and urgency using a predefined calculus matrix, see life cycle matrix;
Actors
Actor: implied actors (requester, supervisor, assigned to) are referenced in the ticket, which allows them to be notified during ticket life cycle, see Defining actors and roles.
If email followup is enabled (see Notification Management), the corresponding information is displayed for the user or supplier: Email Followup (Yes/No) and Email Address. The email address is automatically pre-filled with the one specified in the user or supplier form. If no address is specified there, it is possible to enter one manually in the field provided for this purpose.
When using GLPI with multiple entities and having technicians with authorizations for several entities, it is not needed to switch current entity to declare a new incident inside an entity. Entity to which ticket will be assigned is determined as so:
➡️ Technician selects requester and GLPI find entities for which this requester has authorizations;
➡️ If only one entity, ticket creation form is updated and ticket will be declared in this entity,
➡️ If several entities, a drop-down list allows to select the entity to which ticket will be assigned.
Item
Items: list items associated to this ticket (computer, monitor, etc.)
Service levels
: Date at which ticket must be assigned;
: date at which ticket must be solved;
Internal and Internal
These dates allow to limit in time incident or service request. A can also be associated with the ticket; in this case the SLA and the next escalade level are displayed.
Linked assistance objects
Linked Tickets: defines a link between tickets, this link being of four types:
Linked to: only has an administrative value. It allows you to see all tickets with a similar problem.
Duplicates: this is the only status that allows all tickets to be closed at the same time. If one of the tikets is closed, all the duplicated ones will also be closed.
Child of: only has an administrative value. This ticket depends on a parent ticket. This ticket must be closed before the parent in order to ensure the correct procedure for the entire closure chain (all children are closed first before closing the parent).
Parent of: only has an administrative value. This ticket is the parent of one or more children. It must be closed after all the children have been closed.
Possible actions
Followup
is the collection of information, comments and actions that document the progress of a request or incident. It facilitates communication between the requester and technicians and allows for traceability of exchanges.
Tasks
is an action corresponding to a technical intervention related to the ticket.
Pending Reason
allow you to put a ticket on hold and perform actions at a later date. For example, closing the ticket after three unsuccessful reminders.
Solution
allows resolution of a ticket by a technican and approval of solution by requester.
The different tabs
Processing ticket
This tab displays exchanges between requester and personal in charge of the ticket; it allows to add information on the ticket such as requester call, ticket waiting for requester disponibility...
This tab is the default tab when consulting a ticket except when the ticket is waiting for approval.
To add a followup, click on Followup and enter a description.
It is possible to choose the source of the followup, see Configure dropdown.
A followup can be public or private. A private followup is only visible by GLPI users having the authorization See all followup and tasks. It allows for instance to have an exchange between technician which is not visible by requester.
Adding, modifying and deleting a followup is submited to authorizations defined in profile, see Administer user profiles.
Statistics
provide insight into ticket processing, such as SLA compliance, processing time, waiting time, etc.
Approvals
tickets by user, by group, or by specific users within a group.
Knowledge base
tab allows you to link an article to a ticket, making it easier to find the solution related to the ticket more quickly for future cases of the same type.
Items
allows to associate several items to the ticket.
Impact Analisys
enables an infrastructure diagram to be drawn up, showing the dependencies and impacts in the event of the item. This can be saved and exported.
Costs
Manage ticket-related .
Projects
tab allows you to add an existing project to the ticket.
Project tasks
allows you to add one or more specific tasks related to one or more projects.
Changes
allows to add and display changes associated with the ticket.
Problems
allows to display and add problems associated with the ticket, or to create a problem from this ticket.
Contracts
allows you to list, add or remove contracts from your tickets.
Historical
Display the of the ticket.
All Information
For an item, all information is displayed on one page from the All tab. This shows all of the tabs of an object's form in one view, one below the other.
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