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snipe / snipe-it

A free open source IT asset/license management system
https://snipeitapp.com
GNU Affero General Public License v3.0
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[Feature Request] HelpDesk/Ticket System [$40] #663

Open ss-dsheets opened 9 years ago

ss-dsheets commented 9 years ago

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).
HoneyNutz commented 5 years ago

definitely still a function id like to see integrated into our system

davoezzz commented 5 years ago

Also interested in this!

tankerkiller125 commented 5 years ago

I actually started working on a built in ticket system built into Snipe-IT after we needed a ticket system at work and I wanted it to work with our asset management. It was posted way earlier in this issue that a 3rd party integration would be preferred and I agree with that, however if anyone is interested in a built in one I can possibly open source the code (need to check)

stevenhorner commented 5 years ago

@tankerkiller125 I would certainly be interested if you are able to opensource it.

davoezzz commented 5 years ago

I added $50 donation on bountysource for the one who develops this😃

jaydmurr commented 5 years ago

Our company is incredibly interested in this feature, too!

tankerkiller125 commented 5 years ago

@stevenhorner @jaydmurr I have spoken with my boss and he will bring this up in the next managers meeting, the earliest I'll have news on this is next week. I should note that it was hacked together so I definitely want to revise it before we open source it which may add some additional time depending on how much other work I have going on. If we do open source it (I'm hoping we do) it will actually be the companies first open source contribution.

snipe commented 5 years ago

I'm honestly not sure this is within the scope of what Snipe-IT is meant to do. I'd be more interested in integrations with other existing Helpdesk systems, for example the new Jira integration. https://marketplace.atlassian.com/apps/1220379/snipe-it-for-jira-service-desk-beta?hosting=cloud&tab=overview

tankerkiller125 commented 5 years ago

@snipe This was something I noted in the original comment I made, I may make a fork that has the help-desk portion as an option. Something I would actually really love to see is a "Modules" or "Add-Ons" function for snipe that people could use to add their own functionality.

snipe commented 5 years ago

I get that, but maintaining a completely separate fork for a helpdesk component doesn't make a ton of sense to me either. Building a helpdesk with an OAuth integration with Snipe-IT might work better.

tankerkiller125 commented 5 years ago

@snipe I totally get that and I agree that it would be better, as I noted the company I work for did this a quick and dirty way because we needed it quickly and not really right. It's on our todo list of things to correct.

Techno11 commented 5 years ago

Hey guys, so I'm working on a plugin for osTicket to allow ability to auto-link to Assets when someone types an [Asset_ID] in square brackets or a {Serial_Number} in curly braces. It's currently in development, but basic functionality works. Please let me know what you think and feel free to leave feedback! Check it out at Techno11/os-ticket-snipe-it

stale[bot] commented 4 years ago

Is this still relevant? We haven't heard from anyone in a bit. If so, please comment with any updates or additional detail. This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Don't take it personally, we just need to keep a handle on things. Thank you for your contributions!

davoezzz commented 4 years ago

Still really relevant😬

stale[bot] commented 4 years ago

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!

stale[bot] commented 4 years ago

Is this still relevant? We haven't heard from anyone in a bit. If so, please comment with any updates or additional detail. This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Don't take it personally, we just need to keep a handle on things. Thank you for your contributions!

nrasmus commented 4 years ago

yes

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stale[bot] commented 4 years ago

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!

StevenJohnson1214 commented 4 years ago

Yep - Definitely still interested in something like this. Looks like they took down the Jira one too.

@tankerkiller125 are you able to release the code you were using for your ticket add-on?

tankerkiller125 commented 4 years ago

@StevenJohnson1214 unable, it doesn't update enough to keep up with Snipe-IT and we don't have time to check and update it. On top of that the company is still looking at the best route to enter the open source landscape.

dreamer2038 commented 4 years ago

我也很期待snipe-it與osTicket的整合

azadshaikh commented 4 years ago

Please make this feature. Very necessary.

ncs-madams commented 4 years ago

I would really like this as well. I'd be open to a discussion on how we can expedite this. My contract is about to expire on my existing HelpDesk platform and I HATE it.

sinichi19 commented 4 years ago

personal opinion only. today for modern ticketing system try zammad full features open source..

for me not ticketing system to integrate to snipe-it. if possible to add features like users can chat or send message to the admin if have movement or need to changes to the asset..

in our practice our users need to reply to the email that they received when deployed the asset if there is a movement or changes to the assigned person.

thank you

openmoto commented 4 years ago

Is this still being considered? Would be great to have helpdesk integration.

ncs-madams commented 4 years ago

same here

gonzalezjl305-coder commented 4 years ago

Would be great to have snipe-it integrate with zendesk

pbrink231 commented 4 years ago

We are using osTicket and it is ok. We really love snipe-it and if someone integerates a ticket system with it we will definitely push for that.

We are using our ticket system for 2 different functions internally.
1) Tracking user requests to our IT department. 2) We are starting to use snipe-it/osTicket to track machines in our factory. We wanted a way to track when a machine has a problem and needs maintenance. We use snipe-it to record the maintenance and the ticket system to track the request / agent / completion time.

For both of these scenarios what I am looking for and I think others are too: 1) in the ticket be able to tag an asset from snipe-it. be able to click to go to the asset/component/accessory 2) in snipe-it have a tickets tab under an asset/component/accessory where you can see tickets in any related ticket system, click to go to the ticket

When they arrive at the asset they will scan the snipe-it barcode and directed to snipe asset. Record the maintenance they had done on the asset. Change the status with a note. click tickets, see the open ticket. click to go to it in the other system. Close the ticket.

Obviously it would be awesome to close tickets right in snipe too but that is outside the simplicity of what we need. This is mostly going to be used with our machines but we are finding the same thing works with our computers and IT equipment. We would love to update status with a note from the ticket system so snipe updates through the API from the ticket system but also i believe this outside the scope of simplicity. Our added statuses are of the same type (deployable) so its just a name to know which assets that are given out and have an issue with them.

stale[bot] commented 4 years ago

Is this still relevant? We haven't heard from anyone in a bit. If so, please comment with any updates or additional detail. This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Don't take it personally, we just need to keep a handle on things. Thank you for your contributions!

davoezzz commented 4 years ago

Yes still relevant!

stale[bot] commented 4 years ago

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!

stale[bot] commented 4 years ago

Is this still relevant? We haven't heard from anyone in a bit. If so, please comment with any updates or additional detail. This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Don't take it personally, we just need to keep a handle on things. Thank you for your contributions!

jaydmurr commented 4 years ago

yes it's still relevant

On May 25, 2020, at 1:43 PM, stale[bot] notifications@github.com wrote:

 Is this still relevant? We haven't heard from anyone in a bit. If so, please comment with any updates or additional detail. This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Don't take it personally, we just need to keep a handle on things. Thank you for your contributions!

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stale[bot] commented 4 years ago

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!

ali-gangji commented 4 years ago

Still relevant!

Zendesk integration would be the so useful.

On Mon, May 25, 2020 at 1:43 PM stale[bot] notifications@github.com wrote:

Is this still relevant? We haven't heard from anyone in a bit. If so, please comment with any updates or additional detail. This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Don't take it personally, we just need to keep a handle on things. Thank you for your contributions!

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stale[bot] commented 3 years ago

Is this still relevant? We haven't heard from anyone in a bit. If so, please comment with any updates or additional detail. This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Don't take it personally, we just need to keep a handle on things. Thank you for your contributions!

davoezzz commented 3 years ago

Yes absolutely relevant :)

stale[bot] commented 3 years ago

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!

stale[bot] commented 3 years ago

Is this still relevant? We haven't heard from anyone in a bit. If so, please comment with any updates or additional detail. This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Don't take it personally, we just need to keep a handle on things. Thank you for your contributions!

davoezzz commented 3 years ago

Still really relevant!

stale[bot] commented 3 years ago

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!

stale[bot] commented 3 years ago

Is this still relevant? We haven't heard from anyone in a bit. If so, please comment with any updates or additional detail. This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Don't take it personally, we just need to keep a handle on things. Thank you for your contributions!

davoezzz commented 3 years ago

Still relevant

stale[bot] commented 3 years ago

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!

mnichols39 commented 3 years ago

Any updates?

snipe commented 3 years ago

If there were, it would be posted here. Helpdesk systems are enormously complicated to build.

mnichols39 commented 3 years ago

Just keeping the thread alive. Your bot stale keeps trying to shut it down.

snipe commented 3 years ago

It's really kind of out of scope, and would be more likely to be introduced as a new product that can OAuth against Snipe-IT.

Richiricheh commented 3 years ago

If I may, I am new to Snipe-IT but have been using osTicket for ages. I see Snipe-IT gaining major buy in from the OST community if these features were integrated:

  1. Add in the visibility of assets into user profiles in OST (no I am not proposing duplication of data). Since both OST & Snipe-IT use LDAP and or emails for accounts there would be some clear-cut data point matching.
  2. Add in the ability for tickets to be created in OST connected to an asset in Snipe-IT. An example here might be a person generating a ticket with regards to an asset not working. It would be awesome to be able to connect the ticket with the asset.
  3. (maybe?) add in an Assets tab in OST where Snipe-IT can be used as an OST admin from within OST

There is also the benefit of the reverse working out too:

if Snipe-IT is integrated into OST then in Snipe-IT there could be a connection back to OST and Tickets etc. could be visible in Snipe-IT as well. This would certainly make for a more complete asset management product as you'd have both visibility into the assets themselves but also the support required to maintain those assets.

timrefw commented 2 years ago

Has anyone managed to link snipeit assets to a 3rd party ticketing system?