✎ support:ticketing [ABI Knowledge Base]

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====== Ticketing System (GLPI) ======

ABI uses **GLPI** as its ticketing system for handling IT requests, project setups, and technical issues. You can access it at **[[https://support.abi.am/]]**.

===== Logging In =====

- Go to [[https://support.abi.am/]]
  - Enter your **username** (the same one as your ABI infrastructure username)
  - Enter your **password** -- this is the password you set in [[getting_started:new_member#step_4_set_your_password|Step 4 of New Member Onboarding]] using the ''setabipasswd'' command

===== Opening a Ticket =====

Once logged in, you will see the **Home** page. To create a new ticket:

- Click **"Create ticket"** from the top navigation bar or the home page
  - Fill in the ticket details (see below)
  - Click **"Add"** to submit

===== Ticket Fields =====

When creating a ticket, you can configure the following fields:

==== Opening Date ====

The date and time when the ticket is created. This is usually auto-filled with the current date/time, but you can change it if the issue started earlier.

==== Type ====

Choose the type of request:

^ Type ^ When to use ^
| **Incident** | Something is broken or not working as expected (e.g., server is down, a tool is crashing) |
| **Request** | You need something new or changed (e.g., new project, more storage, access to files) |

==== Category ====

Select the category that best matches your request. Available categories correspond to different areas of IT and infrastructure. Pick the most relevant one -- if nothing fits exactly, choose the closest match and describe the issue in the description field.

==== Urgency ====

How quickly does this need attention?

==== Priority ====

This is usually computed automatically from the urgency and impact, but you may be able to set it manually. It indicates the overall importance of resolving the ticket relative to other open tickets.

===== When to Open a Ticket =====

Open a ticket for **any** IT-related request or issue. Common examples:

* **New project setup** -- you need a new project directory and group on the cluster
  * **Access to files or directories** -- you need permissions to read/write in a project folder
  * **Server connection problems** -- someone cannot connect to the cluster via SSH
  * **More storage** -- your project is running out of disk space and you need more gigabytes
  * **Software issues** -- tools like MultiQC, MetaPhlAn, or other bioinformatics software are failing, giving unexpected errors, or need to be installed
  * **General technical issues** -- anything from broken pipelines to network problems

If you are unsure whether something warrants a ticket, open one anyway. It is better to have it tracked than not.

==== Status ====

The status tracks where the ticket is in its lifecycle:

New tickets default to **New**. You do not need to change this when creating a ticket.

===== Notifications =====

* **When you open a ticket** -- the admin team receives an email notification automatically.
  * **When your ticket is solved/closed** -- you receive an email notification.

This means you do not need to individually message us on Slack to ask whether your request was handled -- the system keeps you informed. (Yes, opening a ticket actually works instead of pinging us on Slack at 2 AM. Who knew?)

===== Good Practices =====

* **Be descriptive** -- include error messages, server names, tool versions, and steps to reproduce the issue
  * **One issue per ticket** -- if you have two unrelated problems, open two tickets
  * **Reply to pending tickets** -- if a ticket is in **Pending** status, the admin is waiting for your input. Reply promptly to avoid delays
  * **Close solved tickets** -- once your issue is resolved, confirm it so the ticket can be closed

===== Quick Reference =====

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See also: [[support:|Support & Contact]] | [[getting_started:new_member|New Member Onboarding]]

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