
URL defined access to the ticket
Access to the existing ticket (change, for example), may need to be done by establishing the URL, which would include the ticket number.
As in the GLPI, user has to be logged in already and there are two other requirements:
- current PROFILE has to be correct, otherwise, there will be Permission issue;
- current ENTITY has to be correct as well, otherwise, again, permission issue.
So, only after mentioned requirements are established, ticket may be opened (of course, if user has access to the ENTITY with the role in the PROFILE).
I saw that there may be a possibility to do that in few automated steps, by having:
1. Ticket (example, change number);
2. Opening GLPI in specified browser, for automated log in;
3. Going to the page with the specific PROFILE instance, just to make the correct PROFILE current (central; newprofile=number);
4. Going to the page with the specific ENTITY instance, to have that ENTITY as current one (central;active_entity=number);
5. Opening the page with the change number (change_form; id=change_number).
This is just starting point. Further steps would be to have mechanism to check under which PROFILE the ticket needs to be opened (permissions valid), and then, to find the ENTITY with specified ticket number.
Is there anything in the GLPI itself that, now, can make this working, or it needs fully to be automated by some scripting?
Idea is to have a possibility to open ticket (change, for example), fast, immediately, from chat, email, clicking to the ticket number.
Thank you, have a great day.
Aldo
Сервис поддержки клиентов работает на платформе UserEcho