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Guide to GLPI Ticket Management

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Tyler Roush
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Student Tech Leaders: Managing Tickets in GLPI

 

Welcome to the Helpdesk team! This guide covers how to access the ticketing system (GLPI), manage your assigned repairs, and use our Chromebook tools to log your work.

 

1. Logging In

 

Access the helpdesk portal using the link below: helpdesk.edisonwildcats.org

  • Username: Your standard Google login (usually first.last).

  • Password: The same password you use to log into your Chromebook.

 

2. Finding Your Tickets

 

Once logged in, navigate to Assistance > Tickets at the very top of the screen.

  • What you see: You will only see tickets that are specifically assigned to you or the Student Tech Leaders Group.

  • The Task List: When you open a ticket (especially for hardware repairs), look for the Tasks tab or list. We have created checklists to guide you through the repair process. Please check these items off as you complete them.

 

3. Device Workflow: Check-in & Maintenance

 

While GLPI tracks the ticket, we use separate tools to track the physical device. Please keep these tabs open while working:

 

Step A: Checking Devices In/Out

 

Whenever you take a device to work on it, or return it to a student, use the Kiosk:

🔗 Chromebook Kiosk Start Page

 

Step B: Logging Repairs

 

When you finish a repair, you must record exactly what you did (e.g., replaced screen, replaced battery) using the Maintenance Form:

🔗 New Maintenance Form

 

4. Replying to Tickets

 

Back in GLPI, locate the Answer button at the bottom of the ticket screen to send a reply.

 

Public vs. Private Replies

 

  • Standard Reply: Typing in the box and hitting "Answer" sends an email to the person who opened the ticket (the requester).

  • Internal Note (Private): If you need to write a note just for us (Helpdesk staff/Rachael/Tyler) that the student/teacher shouldn't see, click the Little Crossed-Out Eye Icon before you save.

    • Use this for technical notes or questions you don't want the user to read.

 

5. Closing Tickets & Approvals

 

Beside the "Answer" button, there is a dropdown menu that gives you more options:

 

Add a Solution

 

Use this when the job is done!

  • This works just like "Answer," but it effectively solves and closes the ticket at the same time.

  • Use this after you have filled out the Maintenance Form and returned the device.

 

Ask for Approval

 

Use this if you need permission from Rachael or Tyler before proceeding.

  • Example: If a Chromebook looks like it has intentional damage (abuse), do not fix it immediately. Select "Ask for Approval" so we can review the damage and mark the maintenance record correctly.

 

6. Escalating a Ticket (The "Actors" Tab)

 

Sometimes a problem is too complex, or you need to hand it off to a staff member. You can do this on the Right Sidebar under the Actors section.

  • Look for the Assigned to field.

  • You can add Rachael or Tyler here to notify us that the ticket needs our attention.