gpli user guide glpi satys en.pdf · a ticket under glpi follows the next life cycle : 1. ticket...
TRANSCRIPT
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GPLI USER GUIDE
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Summary
1) What is GLPI ?
2) Ticket lifecycle
3) Connecting to Glpi
4) Creating a ticket
5) Viewing a ticket
6) Add a follow up
7) Resolving a ticket
8) Consult the FAQ (Frequently Asked Questions)
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1) What is GLPI ?
Glpi is the new IT support tool of the SATYS group (general computing and SAP)
It allows to declare incidents (anomalies, bugs) or to submit requests (new password, new user ...
etc.) (Excluding RFC*).
Glpi allows you to:
o Reports your incidents/requests through a ticket
o Follow your incidents/requests
o Consult your incidents/requests
o Add a follow up or an attached file
o Close or reopen a « resolved » ticket
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2) Ticket lifecycle
A ticket under GLPI follows the next life cycle :
1. Ticket creation from Glpi portal (New)
2. Ticket processed by the technician (Processing)
3. Ticket put in hold if necessary (Waiting) (request for precision, unavailability of an actor …etc.)
4. Solution added by technician (Solved)
The user can then:
5. Solution approved ticket is closed (Closed) (or within 5 days if there is no action on the part of the user)
Or Solution refused ticket is reopen (Processing)
Possible exchanges between the user and the technician can be made through "follow-ups" by the
Glpi portal.
Warning: it is no longer possible to create (or reply to) a ticket by mail
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3) Connecting to Glpi
To access GLPI, please go to the address: https://helpdesk.satys.com
Once on the website, you could login with your Windows ID.
Example: for Stéphane MARTIN, the login is "smartin". ».
The home page allows you to view the status of your tickets, create new tickets and view the details
of tickets (that you have created or on which you have rights).
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4) Creating a ticket
To create a ticket, just click on the "Create Ticket" button on the Glpi home page.
The ticket creation form appears on the screen.
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4) Creating a ticket
The creation form contains mandatory
fields indicated by a « * » :
- The type of ticket (Incident/Request)- The category (printers, Office …Etc.)- The title (it must be clear and precise)- The description (describe your need precisely)
Other fields are optional (such as
observers or attachments).
The location comes from your user
profile.
Then you just have to click on “Submit
message" to validate the creation of the
ticket.
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4) Creating a ticket
After ticket creation, an email will be
sent to the requester and to all
observers.
A link at the bottom of the mail will
allow you to go directly to the ticket.
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5) Viewing a ticket
To know the progress of your requests/incidents, just go to the Glpi homepage. You can also choose
to view your tickets according to their status.
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5) Viewing a ticket
To obtain more information about a ticket, just click on the ticket title. A new window will open
with all the information of the selected ticket.
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5) Viewing a ticket
Available information is divided into
several categories / tabs listed on
the left.
The important tabs are:
- Ticket (ticket information)
- Processing ticket (contains follow ups)
- Statistics (take into account, resolution date
…etc.)
- Items (attached files)
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5) Viewing a ticket
"Processing Ticket“ tab allows you to find all follow-ups between the technician and you. It is also
where you can add follow-up.
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5) Viewing a ticket
"Statistics“ tab give you information on the processing times of the ticket.
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6) Add a follow up
To communicate with the technician, add a follow-up from the "Ticket Processing" tab by clicking on
the follow-up button.
Then add your comment and attach one or more attachments if necessary.
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6) Add a follow up
For each new follow-up you will receive
a notification by email summarizing the
current ticket and the follow-ups.
In the email notification, for better
readability, the last follow up will be
displayed first.
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7) Resolving a ticket
When a technician thinks to have solved / treated a request, he passes the status of the ticket in
"Resolved" status. You have 5 days to:
Approve the solution
Refuse the solution
Without return from you after 5 days, the ticket will be automatically closed.
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8) Consult the FAQ
Do not hesitate to consult the FAQ. It gathers all the most frequently asked questions to the
helpdesk. It will be regularly enriched with new information.
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Thank you.