[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.

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[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!

[davoezzz]

Yes absolutely relevant :)

[stale]

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]

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]

Still really relevant!

[stale]

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]

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]

Still relevant

[stale]

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]

Any updates?

[snipe]

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

[mnichols39]

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

[snipe]

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]

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]

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

[decioesilva]

I know it's an old subject, but maybe you could think about creating a functionality triggered via rules and trigger PUSH API REST commands. Almost all current tools already have entries for REST API or WebHooks.

I'm using a mail integration, where all notifications are sent to a mailbox and the ticket tool creates a ticket, but in this case I can only automate the creation on a generic user. Then Service Desk reclassifies to the real user.

[decioesilva]

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

I integrated using email, the ticket tool receives notifications, creates an automatic ticket in the correct asset management queue.

[comptek4]

This might help!
Snipe-IT Meets JIRA

[decioesilva]

This might help!
Snipe-IT Meets JIRA

Thank you, but I'm looking for bidirectional integration.

[pmoron-inelo]

Any updates?

[MoralCode]

One method ive been contemplating is making a little webapp with a form that allows them to scan an asset tag and report a problem (i.e. create a maintenance note and possibly check the item into IT if needed) using a dummy user account in snipe and an API key from that account so users dont have access to the snipeIT system but can still leave maintenance notes.

Would this solve a problem for anyone else? I know its not exactly a full ticketing system but might work for some usecases

[nmella]

Zammad is an amazing helpdesk system, well documented API management. Fully recommended.

[jolegape]

I've written a python script that will import assets from Snipe-IT into a list in osTicket (here). It is only a one way sync. It only reads from Snipe-IT. This lets me create tickets assigned to devices.

This is something I've used internally for several years. Seen a few requests for something similar so though I would share.

Future work (if I get time) will be to have it change the item status in snipe it when a ticket is created / closed.