GLPI Environment

🌐The GLPI Environment

Once you have accessed the system, to enter the ticketing service, click on "Helpdesk":

Enter the same credentials associated with your account:

Once inside, you can view the status of all requests, as well as create new ones:

🛠️ Ticket Status in GLPI

In GLPI, tickets go through different statuses to organize and manage their lifecycle. Below, the main statuses are explained, including their meaning and usage.

1. 🆕 New
The New status indicates that the ticket has been created but has not yet been reviewed or assigned.

• 📋 Features:

  • The ticket is in its initial phase.
  • No actions have been taken yet.
  • Pending assignment or initial review.

• ✔️ Common usage:

  • This status is assigned automatically when the ticket is created.
  • It is the support team's responsibility to review and proceed with its management.

2. 🚀 In Progress (Assigned)
The In Progress (Assigned) status means that the ticket is now in the hands of a technician or responsible team.

• 📋 Features:

  • The assigned technician or group is managing the ticket.
  • It is in the process of analysis or resolution.
  • It may involve exchanges with the user to gather additional information.

• ✔️ Common usage:

  • Reflects that the ticket is being worked on.
  • Notifies the user that their case has been assigned to a responsible party.

3. 🗓️ In Progress (Planned)
The In Progress (Planned) status indicates that there is a defined plan to resolve the ticket, but it has not yet been executed.

• 📋 Features:

  • Includes specific dates for future actions.
  • May involve coordination between different teams.
  • Useful for complex issues or scheduled projects.

• ✔️ Common usage:

  • Used when prior planning is required (e.g., migrations, major changes).
  • Reflects that the ticket is in progress but scheduled for execution.

4. ⏳ On Hold
The On Hold status is used when the ticket cannot progress due to external factors.

• 📋 Features:

  • Waiting for additional information from the user.
  • Depends on suppliers or external approvals.
  • Indicates that the ticket is not abandoned but temporarily paused.

• ✔️ Common usage:

  • Requesting additional data or documentation from the user.
  • Waiting for a response from third parties before continuing with management.

5. ✅ Resolved
The Resolved status means that the issue or request has been successfully addressed.

• 📋 Features:

  • All necessary actions have been completed.
  • The user has been informed of the solution.
  • The ticket no longer requires further technical work.

• ✔️ Common usage:

  • The user is notified to confirm whether they are satisfied with the solution.
  • If there is no user response, the ticket may be closed automatically after some time.

6. 🔒 Closed
The Closed status indicates that the ticket has been fully completed, and no further actions are expected.

• 📋 Features:

  • The user has accepted the solution, or the ticket has remained unanswered.
  • Stored as a historical record.
  • Cannot be modified but may be reopened if necessary.

• ✔️ Common usage:

  • Represents the end of the ticket lifecycle.
  • Used after confirming that the issue has been resolved satisfactorily.

7. 🗑️ Deleted
The Deleted status is used for tickets that are no longer relevant.

• 📋 Features:

  • Tickets created by mistake or duplicates.
  • Removed from the active flow but may remain archived for audits.

• ✔️ Common usage:

  • System maintenance to avoid unnecessary ticket overload.
  • Generally managed by administrators.

🔄 General Status Flow

1. 🆕 New: The ticket is created and awaits review.
2. 🚀 In Progress (Assigned): The ticket is assigned to a responsible party.
3. 🗓️ In Progress (Planned): A solution has been scheduled.
4. ⏳ On Hold: Temporarily paused due to external factors.
5. ✅ Resolved: The issue has been addressed.
6. 🔒 Closed: The ticket lifecycle is fully completed.
7. 🗑️ Deleted: Removed for being irrelevant or duplicated.

These statuses allow for efficient ticket lifecycle management, ensuring clarity for both users and the support team.

📈 Ticket Flowchart in Scayle

The request flow can be graphically seen here: