Trace: » Using helpdesk

Using helpdesk

Click on new ticket and you obtain this:

A: seeks possible of a new ticket according to certain criteria.

B: visualization of the new ticket.

B-to modify a new ticket

Click on the title of the new ticket to reach it, you obtain this:

A: Makes it possible to add the follow-up of the ticket.

B: Information concerning the source of the request, the material as well as the information on the technician dealing with the ticket. Parameters: technician, group and supplier are to be filled by the technician or the administrator.

C: Number of the ticket.

D: Indicate the time spent on the request as well as the cost (optional).

E: Information on the ticket as well as the applicant. The technician or the administrator can modify this information according to the evolution of the ticket.

F: Post the description of the request.

G: To have or not a follow-up by email (optional).

H: To allow to add a document to the ticket.

After all modifications to validate while clicking on “modifying”.

  // C To open a ticket

Access: Assistance/helpdesk

You obtain this:

A: to choose the statute of the ticket E: description of the follow-up of the ticket

B: parameters to be determined

C: attribution of the ticket

D: description of the ticket

II-to add a follow-up to the ticket

To click on the tab to add a new follow-up you obtain this:

A: a description part is posted, it is necessary to put the new follow-up at it.

III-statute of the ticket

The various statutes of the tickets are represented by an icon in order to be able to locate them more easily. So that the modifications of a statute are taken into account it is necessary that there is a technician, a group or a supplier of allotted.

Iv-to remove a ticket

To be able to remove a ticket the statute should to initially be affected him: closed (solved or not solved), then to notch the ticket then to remove it.

   // to lease the ticket
      //b-Cocher then to remove the ticket

A: coachman the ticket to be removed.

B: to choose in the drop-down list “to remove” then to validate.

V The follow-up of the tickets by email

The requests for follow-up of the tickets are e-mailed. One finds there all the relative information with the ticket like the description of the ticket (date, applicant, statute,…) as well as the follow-ups carried out.

Outline of a ticket email:

VI-parameters LDAP

Access: Configuration/authentication tab LDAP: Windows configuration:

Name: is used only for GLPI, classically you can enter the name of your Controller of Field.

Server: addresses IP of the Controller of Field.

BaseDN: It is the way of OR in Active Directory in which is the accounts that one wishes to use.

Rootdn: way of an account which has rights in reading in Active Directory. It should be noted that by defect any account user of the AD has rights in reading. An account at summer creates to use it by defect.

Attention, the rootdn and the basedn must be written without spaces after the commas. Moreover, breakage is important.

Vii-to configure the profile “post-only”

Post-only: user who allows poster of the requests for control. At the time of his connection the user reaches directly the helpdesk.

Access: Tab administration/profiles/post-only

To authorize a user to intervene on the helpdesk as a technician, it is necessary to allot the profile admin. By defect to him, any user with like profile: post-only. This profile gives access at the request of tickets.

Example of configuration profile post-only:

A: parameter allowing to put the profile “post-only” in profile by defect.

B: parameters to be determined.

C: parameter making it possible to post, at the time dune requires ticket, all the material and/or the material of the applicant.

D: parameter authorizing the reading of the fair to the questions.

E: or not the reservation of material allows.

F: parameter making it possible to post is the name of the computer, the printer, the monitor, the software or all the hardware. This parameter is posted only if one authorizes a connection for the creation of tickets (parameter: C).

Viii-base knowledge

The base of knowledge makes it possible to the users to solve them even certain problems or to constitute a database techniques for professionals. It must be supplied with the technicians.

Access: Tab tool/bases knowledge

Seen base of knowledge:

A: to add new data.

B: zone of data retrieval with keyword.

C: repository category.

D: category to be able to classify the data.

E: to add a new category (+cf. seen below).

      // to item bitter new in the Base of Knowledge

To click on (A) (cf seen above), you obtain this:

A: parameter allowing for choice of the category or one wants to put the new one item.

Prone b: of item.

C: contents of new item.

D: parameter allowing for choice of the entity (*) or one wants to place the new one item.

E: to choose “yes” so that the new one item is posted in the FAQ.

F: to validate the addition of new item.

During creation of new item, you have the possibility of adding files or Web bonds.

       //b-Modifier item of the Base of Knowledge

Access: tools/Base of Knowledge  to choose item to modify

A: Item to be modified.

B: To withdraw item FAQ public.

C: To modify item.

D: To remove item.

To click on modifying, you obtain this:

You find the same window as during the creation again item, to carry out the modifications then “to bring up to date”.

Seen addition of a new category in the base of knowledge:

A: to modify or remove a category.

B: to move categories and to make under categories.

C: to add a new category.

IX them rules

It is possible in GLPI to define a whole of rules charged to carry out actions automatically. In our case one will use the rules followed trades which will be used to us to redirect the requests for assistance towards the specialized technician, thanks to key words.

Access: administration/rules/rules trade for the follow-up

You obtain this:

A: added a new rule.

B: current rule, with notching if one wants to remove it, move or activate.

C: allows to test the rules before their installation.

D: to change the position of the rule (1st position, 2nd position,…).

       //a-add a new rule

To click on has (cf: outline above), you obtain this:

To click on adding, you obtain this:

1st stage: Management of the rules

A: to define the name of the rule.

B: AND: all the criteria are necessary for matcher.

   OR: only one of the criteria is necessary.

C: to activate or eliminate the rule.

D: After having filled MANAGEMENT OF the RULES, to validate with bringing up to date.

2nd stage: Criteria

E: to determine whether the criterion is: Title, Description, Category, Applicant-User, Applicant-Place, Applicant-Group, Assign to - Technician, Assign to - Group, Source of the request, Type of material, Entity, Priority.

F: to define the criterion is: is, is not, contains, does not contain, starts with, finished by, Regex checks, Regex does not check.

G: to put the keyword, to put the words with and without accent.

H: to validate the new criterion while clicking on adding.

3rd stage: Actions

I: to determine if the action is: Category, Applicant-Group, Applicant-User, Allotted to - Group, Allotted to - Technician, Priority, Statute.

J: drop-down list depend on the action determined above.

K: to validate the new action while clicking on adding.

4th stage: To test

L: allows to test the established rule, while clicking here you obtain this:

A: corresponds to the type of criterion chosen previously (cf E in the outline above).

B: corresponds to the previously definite key words (cf G in the outline above).

C: to click to carry out the test.

Example of rules:

In this example, Jonathan will receive all the requests including/understanding the words: network, server, printer, microphone, connection and network in description.

     // B-To modify a rule

Access: administration/rules rules for the follow-up trade  to choose the rule to be modified then to carry out the modifications, to validate while clicking on bringing up to date.