Bonjour , je trouve le plugin excellent . Néanmoins il serait utile si il était possible d'ajouter des champs . Personnellement , j'ai crée un formulaire de demande de création de compte informatique. L'utilisateur renseigne et valide. Ce qui manque c'est l'ajout de champs uniquement visible par les techniciens leur permettant d'indiquer des commentaires par questions répondues (du style 'Fait' / en attente , etc)

Allow to set sla when create ticket by webservices :

lines in bold added to webservice plugin class function methodCreateTicket:

methodhelpdesk.class.php

/**
* Create a new ticket
* for an authenticated user
*
* @param $params array of options
* (entity, user, group, date, itemtype, itemid, title, content, urgency, category)
* @param $protocol the communication protocol used
*
* @return array of hashtable
**/
static function methodCreateTicket($params=array(), $protocol) {
global $CFG_GLPI;

if (isset($params['help'])) {
return array('content' => 'string,mandatory',
'title' => 'string,optional',
'entity' => 'integer,optional',
'urgency' => 'integer,optional',
'impact' => 'integer,optional',
'category' => 'integer,optional',
'user' => 'integer,optional',
'requester' => 'integer,optional',
'observer' => 'integer,optional',
'group' => 'integer,optional',
'groupassign' => 'integer,optional',
'date' => 'datetime,optional',
'type' => 'integer,optional',
'category' => 'integer,optional',
'itemtype' => 'string,optional',
'item' => 'integer,optional',
'source' => 'string,optional',
'user_email' => 'string,optional',
'use_email_notification' => 'bool,optional',
'slas_id' => 'integer,optional',
'help' => 'bool,optional');
}

if (!Session::getLoginUserID()) {
return self::Error($protocol, WEBSERVICES_ERROR_NOTAUTHENTICATED);
}

// ignore config for content : always mandatory
if ((!isset($params['content']) || empty($params['content']))) {
return self::Error($protocol, WEBSERVICES_ERROR_MISSINGPARAMETER, '', 'content');
}

// Source of the ticket, dynamically created
if (isset($params['source'])) {
if (empty($params['content'])) {
return self::Error($protocol, WEBSERVICES_ERROR_MISSINGPARAMETER, '', 'source');
}
$source = Dropdown::importExternal('RequestType', $params['source']);
} else {
$source = Dropdown::importExternal('RequestType', 'WebServices');
}

// ===== Build the Ticket =====
// author : always the logged user
$data = array('_users_id_requester'
=> Session::getLoginUserID(), // Requester / Victime
'users_id_recipient'
=> Session::getLoginUserID(), // Recorder
'requesttypes_id'
=> $source,
'status' => Ticket::INCOMING,
'content' => addslashes(Toolbox::clean_cross_side_scripting_deep($params["content"])),
'type' => Ticket::INCIDENT_TYPE,
'items_id' => 0);

// Title : optional (default = start of contents set by add method)
if (isset($params['title'])) {
$data['name'] = addslashes(Toolbox::clean_cross_side_scripting_deep($params['title']));
}

// entity : optionnal, default = current one
if (!isset($params['entity'])) {
$data['entities_id'] = $_SESSION['glpiactive_entity'];
} else {
if (!is_numeric($params['entity'])
|| !in_array($params['entity'], $_SESSION['glpiactiveentities'])) {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'entity');
}
$data['entities_id'] = $params['entity'];
}

// user (author) : optionnal, default = current one
if (isset($params['user'])) {
if (!is_numeric($params['user'])) {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'user');
}
$data['_users_id_requester'] = $params['user'];
}

// Email notification
if (isset($params['user_email'])) {
if (!NotificationMail::isUserAddressValid($params['user_email'])) {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'user_email');
}
$data['_users_id_requester_notif']['alternative_email'] = $params['user_email'];
$data['_users_id_requester_notif']['use_notification'] = 1;

} else if (isset($params['use_email_notification']) && $params['use_email_notification']) {
$data['_users_id_requester_notif']['use_notification'] = 1;

} else if (isset($params['use_email_notification']) && !$params['use_email_notification']) {
$data['_users_id_requester_notif']['use_notification'] = 0;
}

if (isset($params['requester'])) {
if (is_array($params['requester'])) {
foreach ($params['requester'] as $id) {
if (is_numeric($id) && $id > 0) {
$data['_additional_requesters'][] = array('users_id' => $id,
'use_notification' => true);
} else {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'requester');
}
}
} else if (is_numeric($params['requester']) && ($params['requester'] > 0)) {
$data['_additional_requesters'][] = array('users_id' => $params['requester'],
'use_notification' => true);
} else {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'requester');
}
}

if (isset($params['victim'])) {
if (is_array($params['victim'])) {
foreach ($params['victim'] as $id) {
if (is_numeric($id) && ($id > 0)) {
$data['_additional_requesters'][] = array('users_id' => $id,
'use_notification' => false);
} else {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'victim');
}
}
} else if (is_numeric($params['victim']) && ($params['victim'] > 0)) {
$data['_additional_requesters'][] = array('users_id' => $params['victim'],
'use_notification' => false);
} else {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'victim');
}
}

if (isset($params['observer'])) {
if (is_array($params['observer'])) {
foreach ($params['observer'] as $id) {
if (is_numeric($id) && ($id > 0)) {
$data['_additional_observers'][] = array('users_id' => $id,
'use_notification' => true);
} else {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'observer');
}
}
} else if (is_numeric($params['observer']) && ($params['observer'] > 0)) {
$data['_additional_observers'][] = array('users_id' => $params['observer'],
'use_notification' => true);
} else {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'observer');
}
}

// group (author) : optionnal, default = none
if (!isset($params['group'])) {
$data['_groups_id_requester'] = 0;
} else {
if (!is_numeric($params['group'])) {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'group');
}
$data['_groups_id_requester'] = $params['group'];
}

// groupassign (technicians group) : optionnal, default = none
if (!isset($params['groupassign'])) {
$data['_groups_id_assign'] = 0;
} else {
if (!is_numeric($params['groupassign'])) {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'groupassign');
}
$data['_groups_id_assign'] = $params['groupassign'];
}

// date (open) : optional, default set by add method
if (isset($params['date'])) {
if (preg_match(WEBSERVICES_REGEX_DATETIME, $params['date'])) {
$data['date'] = $params['date'];
} else {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'date');
}
}

// Item type + id
if (isset($params['itemtype'])) {
if (!isset($params['item'])) {
return self::Error($protocol, WEBSERVICES_ERROR_MISSINGPARAMETER, '', 'item');
}
if (!class_exists($params['itemtype'])) {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '',
'itemtype=' . $params['itemtype']);
}
}

$item = NULL;
if (isset($params['item'])) {
if (!isset($params['itemtype'])) {
return self::Error($protocol, WEBSERVICES_ERROR_MISSINGPARAMETER, '','itemtype');
}
if (!is_numeric($params['item']) || $params['item'] <= 0) {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '',
'item=' . $params['item']);
}

// Both ok
$data['itemtype'] = $params['itemtype'];
$data['items_id'] = $params['item'];
}

// Hack for compatibility with previous version
if (isset($params['urgence'])) {
$params['urgency'] = $params['urgence'];
}

// urgence (priority while not exists) : optionnal, default = 3
if (!isset($params['urgency'])) {
$data['urgency'] = 3;

} else if ((!is_numeric($params['urgency'])
|| ($params['urgency'] < 1)
|| ($params['urgency'] > 5))
|| (isset($params['urgency'])
&& !($CFG_GLPI['urgency_mask']&(1<<$params["urgency"])))) {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'urgency');

} else {
$data['urgency'] = $params['urgency'];
}

if (isset($params['impact'])) {
if ((!is_numeric($params['impact'])
|| ($params['impact'] < 1)
|| ($params['impact'] > 5))
|| (isset($params['impact'])
&& !($CFG_GLPI['impact_mask']&(1<<$params["impact"])))) {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'impact');
} else {
$data['impact'] = $params['impact'];
}
}

// category : optionnal
if (isset($params['category'])) {
if (!is_numeric($params['category']) || ($params['category'] < 1)) {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'category');
}
$data['itilcategories_id'] = $params['category'];
}
// slas_id : optionnal
if (isset($params['slas_id'])) {
if (!is_numeric($params['slas_id']) || ($params['slas_id'] < 1)) {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'slas_id');
}
$data['slas_id'] = $params['slas_id'];
}

// type : optionnal (default = INCIDENT)
if (isset($params['type'])) {
$types = Ticket::getTypes();
if (!is_numeric($params['type']) || !isset($types[$params['type']])) {
return self::Error($protocol, WEBSERVICES_ERROR_BADPARAMETER, '', 'type');
}
$data['type'] = $params['type'];
}
$ticket = new Ticket();
if (!$ticket->canCreate()) {
return self::Error($protocol, WEBSERVICES_ERROR_NOTALLOWED);
}
if (!$ticket->canAssign()) {
return self::Error($protocol, WEBSERVICES_ERROR_NOTALLOWED);
$data['_groups_id_assign'] = 0;
}
if ($newID = $ticket->add($data)) {
return self::methodGetTicket(array('ticket' => $newID), $protocol);
}
return self::Error($protocol, WEBSERVICES_ERROR_FAILED, '',self::getDisplayError());
}

It would be great to have a frozen ticket status in which the ticket resolution time won't be counted.

GLPI is already connected to ldap, so it should be very useful to create a page for users permitting to search employee by department or group.

select by - entity (site) - Department (group) -

ID / first name / last name / mail / phone / mobile / title / location / category / picture

Allow calculation of child budget in a ROOT budget for budget consolidation

ex: 1 site 5000$ licenses, 1 other 10000$, then MAIN or ROOT budget 15000$ inheritance

Find a way to calculate the SQL licensing properly by CAL, server and CORE factor

Currently, SQL is not properly identify in GLPI (Standard/Enterprise) and there is no way to calculate the CORE factor for SQL

Same thing for MS CIS licenses

I have to keep a Excel sheet on the side and combine with MS tools to generate a proper report

Add report to get item with duplicate serial number.

Is it possible to add badges in global search ?

It's Simple in the Task option enable choose a combo task even with predefined time:

Step 1: Choose the template task

Example:

Select a Combo box:

Combo Task XYZ

Combo Task XXX

Selected => Combo Task ZZZ

Custom combo task

Step 2: Load the predefined combo task

Example:

Selected: Task ZZZ composed by:

Task - Make a Call

Task - Send a MSG

Task - Send a E-mail

Task - Make appointment

Task - Schedule a Videoconference

Step 3: Click in done and now I can choose the predefined tasks of Combo Task ZZZ

Example:

Click in button "Done"

Select:

Selected =>Make a Call (5 minutes preasigned time)

Send a MSG

Send a E-mail

Make appointment

Schedule a Videoconference

Step 4: With Selected Task configure their options

Example:

Configure: ASigned to "Jhon Doe" Schedule for "00/00/0000" Duration "5 Minutes" Private "No" State: "To do"

OR

If we select "Custom combo task" we just choose from the "Pool of task" (we can create task as we want) the need it tasks for make the custom. Then we named this combo task "Some name OOO"so before we will see in the template task combo box:

Select a Combo box:

Combo Task XYZ

Combo Task XXX

Combo Task ZZZ

New One=> Combo Task OOO

Custom combo task

Offer to "work with the application" to add a chronology of binding to other applications.