GLPI: Automatically Add Tasks to a Helpdesk Ticket
When a ticket category is selected in GLPI, it can automatically add tasks to the ticket. Note: This only applies to help desk tickets created within GLPI; it doesn’t work with tickets submitted via email.
The below instructions are based on GLPI 9.5.3.
This process can be built with 4 steps:
1. Create a task template for each task
2. Create a ticket template
3. Assign the task templates to the ticket template
4. Assign the ticket template to a category
Below is an example for illustrative purposes. In this scenario, we’ll create a process that automatically assigns a preset list of tasks to a ticket for employee onboarding.
1. Create a template for each task in Setup > Dropdowns > Task Templates. Name and number them in such a way that they are easy to identify in subsequent steps.
1. Create a new ticket template:
2. In the Predefined Fields section of the ticket template, select Tasks from the first pulldown. Then, select the specific task from the second pulldown. Finally, click Add. Do this for each task template you wish to add.
Note: this part can be confusing. The order in which you select the tasks in 2, above, is not the order they will appear in the ticket. If there is a specific order you desire, be sure to select the tasks in reverse order. Select the last task first, so it appears in the correct order in the ticket. Each task added goes to the bottom of the list, but the display order is reversed in the ticket. The order should look like this:
1. In Setup > Dropdowns > Categories select (or create) the category you want to apply the tasks to:
Construction is complete. Within the ticket, assign the category you configured in Step 3, above, and save it. The list of tasks will appear in order in the Tasks tab.
For those not familiar, GLPI is an open source IT Asset Management, issue tracking system and service desk system that is written in PHP and distributed as open-source software under the GNU General Public License. GLPI is an acronym for the French phrase Gestionnaire Libre de Parc Informatique, which translates to “Free IT Equipment Manager” in English. Learn more about GLPI here: GLPI Project.
Special thanks to guest writer “Beef Supreme” for the instructions and example application provided above.