[Feature Request] HelpDesk/Ticket System [$40]

[ss-dsheets]

It'd be cool to have another tab at the top next to "Licenses" and "Assets" that says HelpDesk/Tickets or something of the like. Give all users the ability to report a problem with one of their assets, and give admins the ability to edit details and update the status of the ticket for the user to see the progress being made.

--- There is a **[$40 open bounty](https://www.bountysource.com/issues/9620606-feature-request-helpdesk-ticket-system?utm_campaign=plugin&utm_content=tracker%2F505106&utm_medium=issues&utm_source=github)** on this issue. Add to the bounty at [Bountysource](https://www.bountysource.com/?utm_campaign=plugin&utm_content=tracker%2F505106&utm_medium=issues&utm_source=github).

[rp-tech]

I've also suggested to Snipe that she take a look at another FOSS project such as OSTicket (https://github.com/osTicket) and possibly work with their devs in the future to create a unified / integrated product.

I suppose it is far from her priority list at this time however hopefully the Snipe-IT development team will take this into consideration as both Snipe and OST devs are an amazing bunch imo!

[snipe]

It seems far more likely that we'd try to find a way to integrate with an existing system versus building our own ticket system at this point, for sure. Lots of people already built ticket systems, and it seems redundant to reinvent the wheel.

[snipe]

(And thanks for the kind words, @rp-tech ;) )

[shemken]

+1 for for OSTicket integration since that's what I use

[abazeed]

+1 for osTicket, it's #1 ticketing system and I'm using in my company.

[abazeed]

Thanks @rp-tech for your suggestion, this idea was playing in my mind since the first time I knew Snipe-IT, but I thought as you thought that it couldn't be in their priority list. I think both systems will form a nice couple.

[snipe]

How would you imagine this working? I can't imagine we'd want to duplicate stuff on either side, so what kind of integration are you looking for?

[shemken]

Maybe simply having a connection between the two databases so that when editing tickets in osTicket you would be able to search and attach assets to tickets. At this point essentially you could post simple HTML links to assets which is what we are doing right now, but if it was some type of relation between assets and tickets then you could look up assets and see how many trouble tickets has been turned in regarding that particular asset.

[ss-dsheets]

Word to what shemken said, that's like totally what I had been thinking of.

[rp-tech]

Putting in my support for Shemken's suggestion as well!

[simonshtipelman]

Here is my 2 cents (could be totally wrong though): Adding a plugin into osTicket is pretty simple. So if a plugin could be created so osticket could access SnipeIT's database that would get osticket to pull asset info. Of course that would require adding in asset fields into osticket so everything could be viewed in the ticket.

[ghost]

I agree with snipe's comment, so many Helpdesk tools out there, and although at first glance they seem simple, they are actually quite beasts, far better to tie in with an existing tool for now. Snipe-IT is so good at what it does, far better to keep being the best at that - keep up the great work!

[tsilman-marquette]

I use osTicket also. Integrating its user base with SnipeIT as an add in might be useful. In practice, I suspect that is would be nightmarish at best to coordinate and to iron out issues.

I am enjoying testing 1.2 . It is a good piece of skull sweat.

[snipe]

I've been waiting on a return call from osTicket for a while.

[rp-tech]

Hey Snipe,

Have you tried contacting Jared?

https://github.com/greezybacon

[snipe]

I reached out through the standard support channels for osTicket.

I'm still looking to learn more about what kind of integration people are looking for though, as this kind of integration is non-trivial.

[rp-tech]

Personally, I'd like to see the ability to have a ticket in OsTicket linked to an asset in the system - so for example, OSTicket would be able to 'add' a snipe-it asset to the ticket in some form.

It would also be useful to be able to see all tickets that have been logged for that specific asset, as users often change machines (again osTicket would be bearing the brunt of the work here, simply by querying the Snipe-IT Database and displaying the results).

Likewise, it would be cool if Snipe-IT would display all tickets associated to an asset, along with links to each ticket (unfortunately the ticket number doesn't always match the ID in the link number, so there might be a way to query the information in the OST database)

Cheers,

[tsilman-marquette]

Connecting two separate relational databases that are still in the process of being developed and stabilized is a recipe for madness in my opinion. osTicket and SnipeIT use SQL database servers but the flavors available differ enough that you would need a separate development team to handle the connections and upgrades. Perhaps a fork by which a single MySQL or Microsoft SQL Server flavor with the appropriate associated schema could allow this to move forward? It would still require a lot of work.

I have to say I prefer MySQL over MS SQL at the moment. MSSQL seems to be aimed at larger more complex systems that are outside of my experience. Most of my needs can be addressed by MySQL currently...

[snipe]

I don't think anyone is suggesting connecting the two databases directly, but rather utilizing APIs to share information between the two.

[tsilman-marquette]

Sorry. I just reread my post. It now sounds like I didn't understand the depth of the question and I galumphed down the road thinking I knew. :/

[snipe]

No worries :)

[jitbit]

Hi there, we are the authors behind Jitbit Helpdesk app (https://www.jitbit.com/helpdesk/ though it's not OSS, sorry) and we're currently looking for a nice asset-management tool to integrate with (and dumping our own half-assed a.m. module). Do you offer any API or something? Something very simple, just to add an HTML link to an asset that would pint to a support ticket... I tried searching the docs at snipeitapp.com but haven't found anything... PS. sorry for a slight offtopic.

[snipe]

Hi there - if you can be more specific as to what you'd like, we can probably work something I to the upcoming api for you.

[jitbit]

@snipe "upcoming api" sounds awesome!! Is there any ETA? We just need 3 methods: "search asset by name" and "list assets", and (optionally) "add a note/comment to an asset". Thanks a ton!

[cbf84]

I hope this is still under consideration, I'd like to see a share of the databases. I'd mainly be looking to log assets and monitor checkin/checkout status.

Great job @snipe keep up the great work!

[rkantos]

I just stumbled upon this. I'm ready to donate 10€ for an osticket plugin! I'm glad other people like osticket as well. I feel osticket is the best to integrate with, as it kind of is "on the same level" with snipe-it; meaning it is advanced enough to be used even by a larger company. Especially comparing to systems like Maximo / OTRS.

I'm on a sort of quest at the moment anyway. I'm looking for a relatively scalable and free software to provide two main functionality:

• Asset management with relative ease (already submit a feature request about bar code scanning from browser using zxing)
• Integration with a Kanban -style project management system

Meanwhile I'm eagerly waiting for the sticket plugin, as it would help even with the Kanban project management side, since you can send emails from osticket to these systems as "cards". However what I'm truly looking for and are ready to pay even is a system where a Kanban -style project management system integrates nearly seamlessly with a asset management system, like snipeIT. I only really need to be able to set assets different statuses, locations and uses from the Kanban -system. Extra features would be being able to link different assets with each other, adding images regarding an asset (broken or changed in some way). Getting a feature like this in to Trello or Kanbanchi would be the apex of what I call "Asset integrated project management software".

I have yet to come across such a software, if someone has even if it is not free or open source, please give me a note.

[ali-gangji]

Zendesk integration would be phenomenal

[nrasmus]

+1 for a osticket plugin. I don't use osticket, but I think I just might. In addition to linking assets to tickets, it would be nice to integrate asset maintenance records in snipe-it w/ OS Ticket (if only to create a tokenized link in the corresponding records).

[StudioM]

+1 for Zendesk integration. Nothing fancy...just need a way for ZD to show what equipment is checked out to a given user from AD.

[delize]

I would love to see a JIRA Service Desk integration.

Ideally something that just attempts to load any assets pertaining to the reporter field.

[imie]

+1 for for OSTicket integration

[rkantos]

Btw.. Someone had already put some near/like REST API commits to OsTicket: https://github.com/osTicket/osTicket/pull/2947

Perhaps if other people are interested the unofficial Osticket API could be extended and then used with Snipe-IT.

-- On other notes, it seems like half (greezybacon) of the OsTicket team is gone since ~September

[imie]

I found a free helpdesk with API support. maybe Snipe team can take a look. Currently im migrating from OSTicket.

https://www.maiansupport.com/api.html

[tntrockz]

+1 for osTicket

@snipe Hope people are looking at a helpdesk system which can raise tickets against Assets so on that aspect it would be great to integrate these two.

[rkantos]

The following actions are currently available:

• Open Ticket
• Create Account

@imie ; It doesn't have too many features though. Also not too open source if that matters.

[Zappelphilipp]

+1 for osTicket!

[bioldame]

A service now integration would also be very helpful. They have a lot of integrations with other tools store.servicenow.com. Being able to look up a user and see their assets assigned to them on snipe-it would be very helpful. Just an API call to see what assets are checked out to a given user (LDAP)

[Darrenme]

I would like to see an API tie in with Altiris and Service Desk plus, I think SNIPE IT has the potential to be a good middle point for quick information. I manage 1700 + Assets all running software, so if i could communicate with AD, Altiris and SD+ (manageengine) then i could suck all the required info into Snipe

[stevenhorner]

Wondering if anymore came of this, we use @jitbit and as Alex mentioned the Asset management is half-assed and not really developed. If the hopefully simple things @jitbit mentioned were implemented it would hopefully be easy for them and others like osTicket to integrate. Really impressed with Snipe-IT, exactly what we are missing but need to integrate with our tickets before we jump in.

[rkantos]

@stevenhorner I've only used osticket previously, but jitbit seems like a good alternative after I had a quick glance. Now.. Both jitbit and snipe-it (since v4) have an API, so it shouldn't be difficult to make them work together. Only downside of jitbit compared to osticket is that it's not free..

What comes to current status of osticket.. the current version with latest features is from a year? back..

Perhaps some bounties for simple osticket -plugin should be started?

[stevenhorner]

@rkantos Yeah Jitbit isn't free but compared to other paid systems it's actually cheap and we like the clean simple interface. I've also contacted Jitbit to see if they could create an integration for Snipe-IT once v4 Stable is released.

osTicket development appears to have slowed, a few changes on Github in the last year but not much, otherwise would have considered jumping to it if osTicket and Snipe-IT worked together.

[jitbit]

Alex from Jitbit Helpdesk here. Sorry, I saw the @-mention, please delete my comment if it's irrelevant. We do not plan writing a built-in integration with Snipe-it, but since both us and them have an API - it's kinda easy to link them both.

What I would recommend to the snipeit team - is to register themselves with Zapier (at least your hosted version). This way people without any dev experience can link snipeit with any ticketing system of their choice, without writing code. Just a suggestion.

[kagashe]

Don't know if this is dead in the water or not but this may be worth looking at as they are both free open source projects and both run in laravel (I dunno if that helps or not?) http://handesk.io/ https://github.com/BadChoice/handesk

[eangulus]

I too would like to see a Ticketing System with Snipe-IT. Testing this out for a client of mine and the biggest issue so far is unable to report problems with an asset and also a lack of a maintenance schedule. We can record maintenance but can't set a schedule with reminders and such.

I did come across OnTrack, which seems to be someone pulling Snipe-IT adding in Ticketing and such and then selling it. Looks very very similar.

https://codecanyon.net/item/ontrack-it-asset-management-project-management/14772352/comments

[rjboer]

+1 for os ticket...we use it too (ticketing for our customers, with a 15-20 man team)..

It would be nice to relate tickets to machinery, on the other hand though, osticket code is like spagetti sometimes...

• please provide means to migrate to your platform. (when time is there)

[stale[bot]]

This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Thank you for your contributions!

[rkantos]

@snipe Sure we want the stale bot closing issues with bounties? :confused:

[nsquared85]

I would be interested in this!

[stale[bot]]

Okay, it looks like this issue or feature request might still be important. We'll re-open it for now. Thank you for letting us know!

[viclou]

+1 FD#9467