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GPLI USER GUIDE
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GPLI USER GUIDE GLPI SATYS EN.pdf · A ticket under GLPI follows the next life cycle : 1. Ticket creation from Glpi portal (New) 2. Ticket processed by the technician (Processing)

Jan 28, 2021

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  • GPLI USER GUIDE

  • 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)

  • 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

  • 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

  • 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).

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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)

  • 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.

  • 5) Viewing a ticket

    "Statistics“ tab give you information on the processing times of the ticket.

  • 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.

  • 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.

  • 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.

  • 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.

  • Thank you.