diff --git a/.tx/config b/.tx/config index 69ae370a..ed087321 100644 --- a/.tx/config +++ b/.tx/config @@ -115,7 +115,7 @@ source_file = build/locale/modules/administration/dictionnaries.pot source_lang = en type = PO -[o:glpi:p:glpi-user-documentation:r:modules--administration--entities] +[o:glpi:p:glpi-user-documentation:r:modules--administration--entity-entities] file_filter = source/locale//LC_MESSAGES/modules/administration/entities.po source_file = build/locale/modules/administration/entities.pot source_lang = en @@ -917,4 +917,11 @@ type = PO file_filter = source/locale//LC_MESSAGES/modules/administration/users/tabs/groups.po source_file = build/locale/modules/administration/users/tabs/groups.pot source_lang = en +type = PO + + +[o:glpi:p:glpi-user-documentation:r:modules--administration--forms--forms] +file_filter = source/locale//LC_MESSAGES/modules/administration/forms/forms.po +source_file = build/locale/modules/administration/forms/forms.pot +source_lang = en type = PO \ No newline at end of file diff --git a/source/glossary.rst b/source/glossary.rst index 92f8283d..c9eef773 100644 --- a/source/glossary.rst +++ b/source/glossary.rst @@ -8,7 +8,7 @@ Glossary State of a demand which has been validated by an approver. Actions - Grouping in a list of available handling of GLPI objects. + Grouping in a list of available handling of GLPI objects. Adaptive rule Rule in which at least one action is the result of a regular expression defined in a criteria. @@ -19,6 +19,9 @@ Glossary Alert threshold Minimal value from which an alert is triggered. + Asset + Generic term for an element that can be inventoried and managed in GLPI. + Automatic action Process for regular actions triggering, either internal to GLPI or external (Unix cron, Windows planned tasks...). @@ -105,7 +108,7 @@ Glossary External link Link displayed on an asset form in GLPI and built dynamically using the asset data. - + Frequently Asked Questions (FAQ) Specifically in GLPI, selection of elements of the knowledge base that can be provided independently, for example articles that are made accessible to users having only access to the simplified interface. @@ -165,10 +168,6 @@ Glossary Intervention Action of a technician to solve an incident. - Asset - Generic term for an element that can be inventoried and managed in GLPI. - - Knowledge base Database allowing to gather, analyze, store and share knowledge and information inside an organization. @@ -352,6 +351,12 @@ Glossary Tree Hierarchical organization of data using a tree structure. + TTO + TTO (Time To Own) means the total time elapsed between the opening of an incident and its assignment to a technician. + + TTR + TTR (Time To Resolve) means the total time elapsed between the opening of an incident or request and its complete resolution. + Unitary management Management mode in which an inventory object can be connected to only one computer. diff --git a/source/modules/administration/entity/entities.rst b/source/modules/administration/entity/entities.rst new file mode 100644 index 00000000..f1ab8391 --- /dev/null +++ b/source/modules/administration/entity/entities.rst @@ -0,0 +1,487 @@ +Entities +======== + +.. image:: images/entity_view.png + :alt: Global view GLPI Entities + :scale: 50% + +Entity concept is a **key concept in GLPI**. Having many similarities with a hierarchy or a division inside a company, it allows on a single instance of GLPI to isolate sets organized in a hierarchical manner. The chosen term is voluntarily neutral in order to adapt to many information systems. + +A single instance (or installation) of GLPI, when composed of several entities, allows to consolidate common data and rules. Using entities allows to create a rather tight isolation between organizational units. + +.. hint:: When this isolation is not desired, it is better to use the functionalities offered by GLPI *Groups*. + +Segmenting in entities can have several targets: + +* isolate assets of each division in order to limit assets visibility for groups or users +* isolate assets of clients +* reproduce the existing hierarchy of the directory (LDAP, Active Directory...). + +Using entities is very useful for a company where management is hierarchical and where employees must have access to the assets depending on the division they belong to. + +One entities creating in GLPI, assets inventory, users, profiles and assistance service become dependent upon entities: a computer can be assigned to an entity, +a ticket can be declared on an entity, profiles and authorizations can be specific to entities... +Automatic entity assignment for users and assets are possible thanks to :doc:`rules management `. + +.. topic:: Example: entities inside a company + +.. image:: images/glpi_entity.png + :alt: view GLPI Entities + :scale: 100% + :align: center + + +Root entity has two subsidiaries (Entity 1 and Entity 2) which in turn have two divisions each (Child-entity 1 et 2). +Each entity has access to its assets and subsidiary entities: + + * **Root entity** has access to its assets as well as to all assets of all entities + * **Entity 1** has access to its assets as well as to child-entity 1 and 2 assets + * **Child-entity 1** has only access to its own assets + +A user can be attached to several entities with different authorizations in each entity, these authorizations being kept in daughter entities or not. For example a user will be able to open a ticket only inside user's division, the ticket applying only to the items of the same division. + +On the contrary, a user being granted larger authorizations will be able to view all items, tickets and other objects, and this on all entities in which user's authorizations apply. + +By default, GLPI has a single generic entity named *Root Entity*. This entity can be renamed at user's convenience. + +Processes may vary depending upon entity; for this reason entities can have a delegate administration (authorization *Entities* in profile). This delegation must be granted to a very limited number of users who will be in charge of the complete management of the entity. + +When using GLPI in multi-entities mode, management of some configuration parameters can apply in a different way in each entity. + + +Entities +-------- + +This tab lists existing sub-entities and allows to add a sub-entity to current entity. + +Address +------- + +.. image:: images/view_address_entity.png + :alt: view address entities + :scale: 43% + + +This tab groups administrative information of current entity: + +* Phone +* Administrative number +* Fax +* Website +* Email +* Postal code +* Address +* City +* State +* Country +* Location on map +* Longitude +* Latitude +* Altitude + + + +Advanced information +-------------------- + +This tab groups technical identification data of the entity, those concerning generic entity assignment rules and those concerning users search interface. +These data will be used by rules for automatic assignment to the entity (hardware if coupled with an inventory tool, user or group if connected to a LDAP directory, +ticket if enabled ticket creation via mail collector) as well as for import and synchronization of users originating from a LDAP directory. + +.. image:: images/advanced_information_entity.png + :alt: Advanced informations entity + :scale: 37% + + +Values for the genric rules for assignment to entites +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +Three options are available for generic entity assignment rules: + +* Information in inventory tool (TAG) representing the entity: coming from inventory tool +* LDAP directory information attribute representing the entity: for example the `DN` of the entity +* Mail domain surrogates entity: the email domain associated with the entity + + +Values used in the interface to search users from a LDAP directory +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +In order to offer to an entity administrator the possibility to import users from a LDAP directory, + +* LDAP directory: directory associated with the entity +* LDAP filter associated to the entity (if necessary): associated with the entity search filter + +This search filter is meaningful only if entity definition is done by adding a +restriction on LDAP filter. It is also possible to define the email domain specific to the entity which can be used to assign users to this entity. + + +Notifications +------------- + +Notification setting is done at entity level. + +.. image:: images/notifications_entity.png + :alt: notifications entitu + :scale: 42% + + +Notification options +~~~~~~~~~~~~~~~~~~~~ + +* Administrator email address +* Administrator name +* Email sender email address +* Email sender name +* No-reply address +* No-reply name +* Reply-to address +* Reply-to name +* Prefix for notifications +* Delay to send email notifications (inheritance of the parent entity or delay in minutes) +* Enable notifications by default (No/Yes/Inheritance of the parent entity) +* Email signature +* URL of the application + +.. note:: For each entity, the delay applied before sending notification can be defined. This delay allows for instance in case of fast multiples modifications of a ticket + to send only one notification email. The email followup of an actor can also be defined to Yes or No. + +Alarms options +~~~~~~~~~~~~~~ + +.. note:: If refining notification at entity level is not desired, these parameters can be defined once at root entity level; + Each entity will then by default get the values defined at parent entity level. + +.. warning:: Each alert option is associated with an automatic action. If action is disable by GLPI administrator, no notification will be sent. + + +Cartridges +^^^^^^^^^^ + +* **Reminders frequency for alarms on consumables**: Inheritance of the parent entity/Never/Each day/Each week/Each month +* **Default threshold for cartridges count**: Inheritance of the parent entity/never/from 0 to 100 + +Consumables +^^^^^^^^^^^ + +* **Reminders frequency for alamrs on consumables**: Inheritance of the parent entity/Never/Each day/Each week/Each month +* **Default threshold for consumables count**: Inheritance of the parent entity/never/from 0 to 100 + +Contacts +^^^^^^^^ + +* **Alarms on contacts**: No/Yes/Inheritance of the parent entity +* **Default value**: Inheritance of the parent entity/End/Notice/End+notice/Period end/Period end + notice +* **Send contact alarms before**: No/Inheritance of the parent entity/from 1 to 365 days + +Financial and administrative information +^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ + +* **Alarms on financial and administrative information**: No/Yes/Inheritance of the parent entity +* **Default value**: Inheritance of the parent entity/Warrantly expiration date +* **Send financial and administrative information alarms before**: No/Inheritance of the parent entity/from 1 to 365 days + +Licenses +^^^^^^^^ + +* **Alarms on expired licenses**: No/Yes/Inheritance of the parent entity +* **Send license alarms before**: No/Inheritance of the parent entity/from 1 to 365 days + + +Certificates +^^^^^^^^^^^^ + +* **Alarms on expired certificates**: No/Yes/Inheritance of the parent entity +* **Send certificates alarms brefore**: No/Inheritance of the parent entity/from 1 to 365 days +* **Reminders frequency for alarms on certificates**: Inheritance of the parent entity/Never/Each day/Each week/Each month + + +Reservations +^^^^^^^^^^^^ + +* **Alerts on reservations**: No/Inheritance of the parent entity/from 1 to 365 hours + +Tickets +^^^^^^^ + +* **Alerts on tickets which are not solved since**: No/Inheritance of the parent entity/from 1 to 365 days + +Tickets / Changes +^^^^^^^^^^^^^^^^^ + +* **Approval reminder frequency**: Inheritance of the parent entity/Never/Each day/Each week/Each month + +Domains +^^^^^^^ + +* **Alarms on domains expiries**: No/Yes/Inheritance of the parent entity +* **Domain closes expiries**: No/Inheritance of the parent entity/from 1 to 365 days +* **Domains expired**: No/Inheritance of the parent entity/from 1 to 365 days + +Assistance +---------- + +This tab is visible if *Read or Modify Entity Parameters* authorization is granted in profile. The tab groups entity parameters applicable to tickets: + +Templates configuration +~~~~~~~~~~~~~~~~~~~~~~~ + +* **Ticket template**: selected template will be used for each ticket creation; +* **Change tabemplate**: selected template will be used for each ticket creation; +* **Problem template**: selected template will be used for each ticket creation; + +Tickets configuration +~~~~~~~~~~~~~~~~~~~~~ + +* **Calendar**: entity default calendar for computing tickets resolution time and target date shift; this calendar will be pre-selected when creating a SLA; +* **Ticket Default Type**: predefined type for ticket creation; useful for ticket creation via email collector; +* **Automatic assignment of tickets, changes and problems**: allows to assign automatically a ticket; + + * *No* + * *based on item then on category*: if ticket has an associated item and this item has a technical manager or group, it will be assigned to this technician and/or group;otherwise if ticket has a defined category, it will be assigned to the technical manager or group of the category + * *based on category then on item*: if ticket has a defined category and this category has a technical manager or group, it will be assigned to this technical manager or group;Sotherwise if ticket has an associated item, it will be assigned to this technician and/or group of the item +* **Mark followup added by a supplier though an email collector as private**: No/Yes/Inheritance of the parent entity +* **Anonymize support agents**: + + * *Inheritance of the parent entity* + * *Disabled* + * *Replace the agent and groupe name with a generic name* + * *Replace the agent and group with a customisable nickname* + * *Replace the agent's name with generic name* + * *Replace the agent's name with customisable name* + * *Replace the group's name with generic name* +* **Display initials for users without picture**: No/Yes/Inheritance of the parent entity +* **Default contract**: Inheritance of the parent entity/Contact in ticket entity + +.. tip:: When you select customize, a new nickname field will appear in the group and/or user's profile (if you are in the entity in which you selected this option). + This custom name will therefore be visible to users. + +Automatic closing configuration +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +.. hint:: If the message ``Purge ticket action is disabled`` is present, go to Setup > Automatic actions and activate the ``purgeticket`` action . + +* **Automatic closing of solved ticket after**: allows to perform a so-called "administrative" closure; if closure is set to *immediately*, ticket will be closed as soon as it is solved, which will block solution approval by requester. This closure is performed by an automatic action which must therefore be active. From never to 365 days +* **Automatic purge of closed tickets after**: allows closing tickets once they have been solved after a certain period of time. From never to 365 days + +Configuring the satisfaction survey: Tickets +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +* **Configuring the satisfaction survey**: External or internal (if external, a URL field will appear to indicate the URL of the survey) +* **Create survey after**: Send an email after the ticket has been solved (as soon as possible to 90 days) +* **Rate to trigger survey**: Disabled to 100% +* **Duration of survey**: Length of time the survey will be active (unspecified to 100 days) +* **Max rate**: Maximum score allowed (1 to 10) +* **Default rate**: Default number entered when receiving the survey +* **Comment required if score is <= to**: 1 to 10 +* **For tickets closed after**: Indicate a date to start sending surveys + + +.. tip:: Survey can be internal (GLPI satisfaction form) or delegated to a third-party tool. For each entity, the survey date can be defined (delay after ticket closure) as well as to be generated survey rate. + In order to avoid that old tickets are taken into account when activating survey, a field *For Tickets Closed After* contains the activation date to know which tickets must be taken into account. + Indeed, if survey are reactivated after a deactivation time, this field must be set to exclude old tickets. For external survey, the URL of the survey can be generated automatically using tags defined below. + +**List of available tags for survey URL:** + ++-------------------------+----------------------------------------------------------+ +|TAG | Name | ++=========================+==========================================================+ +|``[TICKET_ID]`` | Ticket id | ++-------------------------+----------------------------------------------------------+ +|``[TICKET_NAME]`` | Ticket name | ++-------------------------+----------------------------------------------------------+ +|``[TICKET_CREATEDATE]`` | Ticket creation date | ++-------------------------+----------------------------------------------------------+ +|``[TICKET_SOLVEDATE]`` | Ticket resolution date | ++-------------------------+----------------------------------------------------------+ +|``[TICKET_PRIORITY]`` | Ticket priority ID | ++-------------------------+----------------------------------------------------------+ +|``[TICKET_PRIORITYNAME]``| Ticket name priority | ++-------------------------+----------------------------------------------------------+ +|``[ITILCATEGORY]`` | Category ITIL ID | ++-------------------------+----------------------------------------------------------+ +|``[ITILCATEGORY_NAME]`` | Category ITIL name | ++-------------------------+----------------------------------------------------------+ +|``[SOLUTIONTYPE_ID]`` | Solution type id | ++-------------------------+----------------------------------------------------------+ +|``[SOLUTIONTYPE_NAME]`` | Solution name | ++-------------------------+----------------------------------------------------------+ +|``[REQUESTTYPE_ID]`` | Request source id | ++-------------------------+----------------------------------------------------------+ +|``[REQUESTTYPE_NAME]`` | Request source name (phone, help desk...) | ++-------------------------+----------------------------------------------------------+ +|``[TICKETTYPE_ID]`` | Ticket type | ++-------------------------+----------------------------------------------------------+ +|``[TICKETTYPE_NAME]`` | Ticket type name (incident management or service request)| ++-------------------------+----------------------------------------------------------+ +|``[SLA_TTO_ID]`` | TTO ID (Time To Own) | ++-------------------------+----------------------------------------------------------+ +|``[SLA_TTO_NAME]`` | TTO name (Time To Own) | ++-------------------------+----------------------------------------------------------+ +|``[SLA_TTR_ID]`` | TTR ID (Time To Resolve) | ++-------------------------+----------------------------------------------------------+ +|``[SLA_TTR_NAME]`` | TTR name (Time To Resolve) | ++-------------------------+----------------------------------------------------------+ +|``[SLALEVEL_ID]`` | SLA level ID | ++-------------------------+----------------------------------------------------------+ +|``[SLALEVEL_NAME]`` | Name of SLA level | ++-------------------------+----------------------------------------------------------+ + +.. note:: Another tab also allows you to view satisfaction surveys for changes, including the same options as for tickets. + + +Helpdesk +~~~~~~~~ + +* **Show tickets properties on helpdesk**: This option allows you to display or not the information linked to tickets visible by self-service profiles (urgent, category, assignment, etc.) + +Assets +------ + +This tab allows to configure the different dates present in administrative and financial information and some other entity-level asset options. + +.. image:: images/assets_view.png + :alt: global view of asset's entity + :scale: 43% + +Autofill dates for financial and administrative information +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +* **Date of purchase** +* **Order date** +* **Delivery date** +* **Startup date** +* **Start date of aarrantly** +* **Decommission date** + + +The possible automatic actions are: + +* Filling when item gets a particular status; +* Filling by copying other date (warrantly, delivery, etc.); +* No automatic filling + +Software +~~~~~~~~ + +The option *Entity for software creation* allows to redirect software creation to another entity at a higher level in the hierarchy. +This functionality applies on *all* software of the entity; if redirection must be defined only for some software, the :doc:`software dictionary` must be used. + + +Transfer +~~~~~~~~ + +* **Model for automatic entity transfer on inventories** + GLPI also allows to transfer a computer in another entity if one of the criteria used for the assignment to an entity is modified. + If the option Model for the automatic transfer of computers in another entity indicates an existing model, then each time a computer is updated from the inventory tool, + the entity assignment rules engine will be replayed. + If the resulting entity is different from the current entity, the computer will be transferred to the new entity. + +**Possible choice** : + +* *Complete* +* *No automatic transfer* + +.. note:: + + This configuration option is not present if you have only one entity in your instance. + +Automatic inventory +~~~~~~~~~~~~~~~~~~~ + +This field is used if you have multiple GLPI servers. When this field is set, the agent will be able to retrieve the configuration of the deploy, collect and ESX inventory tasks from the specified server. +This avoids web server redirects if you don't want to use them. + +Automatically update of the elements related to the computers +~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +This field allows you to specify whether or not information about equipment (printers, peripherals, etc.) connected to PCs can be updated when a user logs in or the next inventory update. +You can also choose the behavior when the equipment is disconnected. + +The information that can be managed + +* Alternate username +* User +* group +* Location +* Status + +You can **copy** or **not** **when connecting or updating the relevant field** +You can **delete** or **not** when **disconnecting** + +UI Customization +---------------- + +This tab allows you to configure custom CSS rules on a per-entity basis, specify inheriting custom CSS from a parent entity, or disabling custom CSS completely. + +.. image:: images/custom_css.png + :alt: custom your CSS entity + :scale: 42% + + +.. note:: + + For creating custom palettes, see :doc:`Create custom palettes`. + + +Security +-------- + +This tab allows you to force or not two-factor authentication (2FA). +You can consult the `dedicated article `_ for more information + +.. image:: images/security_tab.png + :alt: View securiry tab + :scale: 42% + +Helpdesk home +------------- + +This tab allows you to customize the home page (the self-service profile homepage) and the information it contains. + +.. image:: images/helpdesk_home.png + :alt: Helpdesk home tab + :scale: 38% + +From the **+ Add tile** tile, you can add 3 types of tiles : + +* **GLPI page**: eg service catalog, FAQ, etc. +* **External page** +* **Form**: allows you to select an existing form + +For GLPI page and External page, you can choose : + +* *A title* +* *A description* +* *An illustration* (existing or add a new one) + +For forms, they can be created from *administration > forms*, see the :doc:`dedicated article <../forms/forms>` for more information + +Users +----- + +This tab allows to add a user to the current entity and to assign to the user a profile, recursive or not. The tab lists also, sorted by profile, the entity users. + +Rules +----- + +This tab allows to create rules + +.. image:: images/rules.png + :alt: Rules tab + :scale: 34% + +* **Automatic user assignment** +* **Assigning an item to an entity** +* **Assignment a ticket created through a mails receiver**;if the rule must be based on criteria, the newly created rule must be opened to define these criteria. + Rules already applicable to the current entity are also displayed. + +.. note:: For more information, go to :doc:`rules <../rules/rulesmanagement>` + + +.. include:: ../../tabs/documents.rst + +.. include:: ../../tabs/notes.rst + +.. include:: ../../tabs/historical.rst + +.. include:: ../../tabs/all.rst diff --git a/source/modules/administration/entity/images/advanced_information_entity.png b/source/modules/administration/entity/images/advanced_information_entity.png new file mode 100644 index 00000000..f0339b83 Binary files /dev/null and b/source/modules/administration/entity/images/advanced_information_entity.png differ diff --git a/source/modules/administration/entity/images/assets_view.png b/source/modules/administration/entity/images/assets_view.png new file mode 100644 index 00000000..77550e4a Binary files /dev/null and b/source/modules/administration/entity/images/assets_view.png differ diff --git a/source/modules/administration/entity/images/custom_css.png b/source/modules/administration/entity/images/custom_css.png new file mode 100644 index 00000000..2ae0f9d5 Binary files /dev/null and b/source/modules/administration/entity/images/custom_css.png differ diff --git a/source/modules/administration/entity/images/entity_view.png b/source/modules/administration/entity/images/entity_view.png new file mode 100644 index 00000000..54b713cb Binary files /dev/null and b/source/modules/administration/entity/images/entity_view.png differ diff --git a/source/modules/administration/entity/images/glpi_entity.png b/source/modules/administration/entity/images/glpi_entity.png new file mode 100644 index 00000000..9f950dbf Binary files /dev/null and b/source/modules/administration/entity/images/glpi_entity.png differ diff --git a/source/modules/administration/entity/images/helpdesk_home.png b/source/modules/administration/entity/images/helpdesk_home.png new file mode 100644 index 00000000..3ff65a20 Binary files /dev/null and b/source/modules/administration/entity/images/helpdesk_home.png differ diff --git a/source/modules/administration/entity/images/notifications_entity.png b/source/modules/administration/entity/images/notifications_entity.png new file mode 100644 index 00000000..5192bab6 Binary files /dev/null and b/source/modules/administration/entity/images/notifications_entity.png differ diff --git a/source/modules/administration/entity/images/rules.png b/source/modules/administration/entity/images/rules.png new file mode 100644 index 00000000..f0b1a1ba Binary files /dev/null and b/source/modules/administration/entity/images/rules.png differ diff --git a/source/modules/administration/entity/images/security_tab.png b/source/modules/administration/entity/images/security_tab.png new file mode 100644 index 00000000..18e5bd79 Binary files /dev/null and b/source/modules/administration/entity/images/security_tab.png differ diff --git a/source/modules/administration/entity/images/view_address_entity.png b/source/modules/administration/entity/images/view_address_entity.png new file mode 100644 index 00000000..ff211866 Binary files /dev/null and b/source/modules/administration/entity/images/view_address_entity.png differ diff --git a/source/modules/administration/forms/forms.rst b/source/modules/administration/forms/forms.rst new file mode 100644 index 00000000..6b91447a --- /dev/null +++ b/source/modules/administration/forms/forms.rst @@ -0,0 +1,837 @@ +Forms +===== + +Since GLPI 11, forms are now native, so the formcreator plugin is no longer required. Forms can be migrated from formcreator to forms. + +Migration formcreator to forms +------------------------------ + +.. warning:: Form migration must be done from the GLPI 10 database. + +Once you have completed the migration from GLPI 10 to GLPI 11, simply enter the command from your GLPI folder: + +``php bin/console migration:formcreator_plugin_to_core`` + +Forms by default +---------------- + +There are two pre-created forms by default: + +* Report an issue +* Request a service + +.. image:: images/forms_view_self-service.png + :alt: view home self-service profile + :scale: 37% + +These 2 forms are accessible to everyone. They can be deactivated/deleted/modified + + +List of forms +------------- + +The list of forms is available from **Administration** > **Forms**. +They will also be visible from **Assistance** > **Service catalog**. This tab refers to the self-service profile home page (see :doc:`Service catalog`). + + +.. image:: images/forms_list.png + :alt: List of forms + :scale: 42% + +Forms options +------------- + +When creating a form (by **+ Add**), several options will be available to customize and facilitate the user experience as much as possible. + +.. image:: images/add_form.png + :alt: Add a new form + :scale: 42% + +Customize the formatting +~~~~~~~~~~~~~~~~~~~~~~~~ + +Tools are available to customize the organization of your forms + +.. image:: images/custom_formatting.png + :alt: Customize the formatting + :scale: 100% + +#. Add a new question +#. Add a comment +#. Add a new section +#. Add an horizontal layout + + +You can also move your questions to reorganize your form as you wish + +.. image:: images/move_question.png + :alt: Reorganize your forms + :scale: 80% + +You also have tools to reorganize an entire section + +.. image:: images/section_option.png + :alt: Option for sections + :scale: 69% + + +Basic informations +~~~~~~~~~~~~~~~~~~ + +* Modify the form's title in the **Underlined form** file (this title will be visible to people with access to the form) +* Add a **description** to simplify the use of the form (this description will be visible to people with access to the form) + +Add questions +~~~~~~~~~~~~~ + +Each question has its own **title** field (identified by new question) and will be **visible to the user**. +Each question **can be made mandatory** so that the user has no other choice than to fill in this field to validate their form + +There are actually 11 possible question types: + +* **Short answer**: Text field with limited character size. This field has no formatting (bold, italics, color, etc.). + +.. image:: images/short_answer.png + :alt: Short answer option + :scale: 80% + +This field has additional options: + +* *Text*: Allows you to enter text (alphanumeric) +* *Emails*: Allows you to enter email addresses only (xxxxxx@xxxxxx.xx) +* *Number*: Allows you to enter numeric characters only + + +* **Long answer**: unlimited text field in characters. The formatting of this field can be customized by the user (bold, italic, color, etc.) + +.. image:: images/long_answer.png + :alt: Long answer option + :scale: 80% + +* **Date and time**: field allowing you to insert a date and/or time + +.. image:: images/date_and_time.png + :alt: Date and time option + :scale: 80% + + +This field has additional options: + +* *Current date/time*: Allows you to specify the current date and/or time by default and not allow the user to change it (leave the box unchecked to allow the user to specify the date/time they want). +* *Date*: Specify the date only (without the time). +* *Time*: Specify the time of day. + +.. tip: You can add a date only, a time only, or a combination of both. + +* **Actors**: allows you to add one or more people/groups/suppliers referenced in GLPI + +.. image:: images/actors.png + :alt: Actors option + :scale: 80% + +This field has additional options: + + * *Requesters / Observers / Assignees*: each users / groups / suppliers that will be added will be pre-filled in the ticket according to the type of actor that will be chosen. + You can also preselect a user/group/provider that the user can modify or not + * *Allow multiple actors*: allow multiple selection (allows groups, users and providers in the same field) + .. warning:: If you want to allow the user to select multiple actor types, you will need to create as many questions as desired actors. An actor question can only contain one actor type. + + +* **Urgency**: Allows you to add an urgency (very low, low, medium, high, very high) + +.. image:: images/urgency.png + :alt: Urgency option + :scale: 80% + + +* **Request type**: Allows you to select the type of request (incident or request) + +.. image:: images/request_type.png + :alt: Request type option + :scale: 80% + +* **Document**: Allow you to add a document + +.. image:: images/document.png + :alt: Document option + :scale: 80% + + +* **Radio**: Allows you to set up a response list. The user will only be able to select one response + +You can add an additional description to make it easier for the user to choose + +.. image:: images/radio.png + :alt: Radio option + :scale: 80% + +* **Checkbox**: Allows you to set up a response list. The user will be able to select multiple answers + +You can add an additional description to make it easier for the user to choose + +.. image:: images/checkbox.png + :alt: Checkbox option + :scale: 80% + +* **Dropdown**: set up a drop-down list to select one or more answers + +.. image:: images/dropdown.png + :alt: Dropdown option + :scale: 80% + +This field has an additional option: + + * *Allow muliple options* + + +* **Item**: Allows you to select differents GLPI's objects + +.. image:: images/item.png + :alt: Item option + :scale: 80% + +This field has additional options + + +**Users devices**: allows the user to select their own assets + +**GLPI Objects** available : + +.. collapse:: Assets + + * Computers + * Monitors + * Network devices + * Peripherals + * Phones + * Printers + * Licenses + * Certificates + * Unmanaged assets + * Appliances + * Software + * Cartridge models + * Consumable models + * Lines + * Passive devices + * PDUs + + +.. collapse:: Assistance + + * Tickets + * Changes + * Problems + * Recurrent tickets + +.. collapse:: Management + + * Budgets + * Suppliers + * Contacts + * Contracts + * Documents + * Projects + * Certificates + * Appliances + * Databases + + +.. collapse:: Tools + + * Reminders + * RSS Feed + + +.. collapse:: Administration + + * Users + * Groups + * Entities + * Profiles + + +**Dropdowns** available: + + +.. collapse:: Common + + * Locations + * Statuses of items + * Manufacturers + * Blacklists + * Blacklisted mail content + * Default filters + + +.. collapse:: Assistance + + * ITIL category + * Task categories + * Task templates + * Solution types + * Solutions templates + * Validation templates + * Request sources + * Followup templates + * Project states + * Project types + * Project tasks types + * Project tasks templates + * External events templates + * Event categories + * Pending reason + * Service catalog categories + * Approval steps + + +.. collapse:: Type + + * Computer types + * Networking types + * Printer types + * Monitor types + * Devices types + * Phone types + * License types + * Cartrige types + * Consumable types + * Contract types + * Contact types + * Generic types + * Sensor types + * Memory types + * Third party types + * Interface types (Hard drive...) + * Cases types + * Phone power supply types + * Files systems + * Certificate types + * Budget types + * Simacard types + * Line types + * Rack types + * PDU types + * Passive device types + * Cluster types + * Database instance type + +.. collapse:: Models + + * Computer models + * Networking models + * Printer models + * Monitor models + * Peripheral models + * Phone models + * Device camera models + * Device case models + * Device control models + * Device drive models + * Device generic models + * Device graphic card models + * Device hard drive models + * Device memory models + * System board models + * Other component models + * Device power supply models + * Device processor models + * Device sound card models + * Device sensor models + * Rack models + * Enclosure models + * PDU models + * Passive device models + +.. collapse:: Virtual machines + + * Virtualization systems + * Virtualization models + * States of the virtual machine + + +.. collapse:: Maangement + + * Document heading + * Document types + * Business criticies + * Databse instance categories + +.. collapse:: Tools + + * Knowledge base categories + +.. collapse:: Calendars + + * Calendars + * Close times + +.. collapse:: Operating systems + + * Operating systems + * Versions of the operating systems + * Service packs + * Operating systems architectures + * Editions + * Kernels + * Kernels versions + * Update sources + +.. collapse:: Networking + + * Networking interfaces + * Networks + * Network port types + * VLANs + * Line operators + * Domain types + * Domain relations + * Records types + * Fiber types + +.. collapse:: Cable management + + * Cables types + * Cable strands + * Socket models + +.. collapse:: Internet + + * IP networks + * Internet domains + * Wifi networks + * Networks names + +.. collapse:: Software + + * Software categories + +.. collapse:: User + + * Users titles + * User categories + +.. collapse:: Authorizations assignment rules + + * LDAP criteria + +.. collapse:: Fields unicity + + * Ignored values for the unicity + +.. collapse:: External authentications + + * Fields storage of the login in the HTTP request + +.. collapse:: Power management + + * Plugs + +.. collapse:: Appliance + + * Appliance types + * Appliance environments + +.. collapse:: Camera + + * Resolutions + * Image formats + +.. collapse:: Others + + * USB vendors + * PCI vendors + * Webhook categories + +Configure visibility +~~~~~~~~~~~~~~~~~~~~ + +Visibility conditions can be specified. This allows you to condition the display of a question based on the answer to a previous question. + +For example, I'm reporting an issue with a printer. +Depending on my location (question type **Item** > **Dropdowns** > **Common - Locations**), GLPI will be conditional on displaying only a list of printers linked to that location. + +.. image:: images/answer_visibility.png + :alt: Configure the visibility + :scale: 72% + +You can indicate whether the question should be shown or hidden based on chosen criteria. + +.. image:: images/which_question.png + :alt: Choose your condition + :scale: 54% + + +You just need to select: + +* *Always visible* +* *Visible if...* +* *Hidden if...* + +Select the question from the drop-down list + +Select the condition: + +* *Is visible* +* *Is note visible* +* *Is equal to* +* *Is not equal to* +* *Contains* +* *Do not contains* +* *Match regular expression* +* *Do not match regular expression* + +Enter the desired value as needed. + + +Conditionnal validation +~~~~~~~~~~~~~~~~~~~~~~~ + +It is possible to set conditional validation (only on short/longer answer fields) using a :term:`Regular expression`. +This forces the user to enter a conditional answer, such as a certain number of digits, a maximum of 30 characters, etc. + +In our example, the expected response is a sequence of 6 numbers + +.. image:: images/conditionnal_validation.png + :alt: Add a conditionnal validation + :scale: 71% + +If the entered answer is not suitable, a red error message will appear during validation. + +.. image:: images/error_validation.png + :alt: Error conditionnal validation + :scale: 71% + + +Submit button visibility +~~~~~~~~~~~~~~~~~~~~~~~~ + +To ensure that the form is filled in as accurately as possible, it is also possible to specify conditions for the visibility of a form. +if certain conditions are not met, the send button will not be visible and the user will not be able to send his incident. +This can be used, for example, to prevent a field with a default choice from being left blank even though it is mandatory. + +Conditions can be created using the logical AND/OR operators. + +.. image:: images/submit_button_visibility.png + :alt: Submit button visibility + :scale: 98% + + +Service catalog +--------------- + +The service catalog allows you to make a form visible in the **Assistance** > **Service catalog** tab and from the home page of a self-service portal + +.. image:: images/service_catalog.png + :alt: View service catalog + :scale: 44% + +Customization +~~~~~~~~~~~~~ + +You can add: + +* A description that will be visible on the form tile +* An illustration (from a catalog or you can download one from your computer) + +.. image:: images/illustation_form.png + :alt: Add an illustration of the catalog + :scale: 44% + +.. image:: images/custom_illustration_form.png + :alt: Add a custom illustration + :scale: 44% + +Category +~~~~~~~~ + +You can also create a category (and child-categories) to make it easier to select a form (e.g., all IT forms, all HR forms, etc.) + +.. image:: images/form_category.png + :alt: Add a form's category + :scale: 61% + +You can select the category in the dropdwon list or create a new one by clicking on **+** + +.. tip:: Categories are manage in **Setup** > **Drowpdowns** > **Service catalog** + +It is also possible to pin the form in the service catalog (with or without category) so that it is available directly to users + + +Access control +-------------- + +Access control allows you to determine who can use the form. +It can be public or private, visible to users, groups, or profiles. + +.. image:: images/access_control.png + :alt: Access control view + :scale: 41% + +.. warning:: If you need to specify a visibility condition from an entity, you simply need to create the form in the desired entity + + +Public access +~~~~~~~~~~~~~ + +Public access allows all users with the form link to access it in order to submit their request. +If you check the ``allow unauthenticated users`` box, you can also allow users who do not have a GLPI account to use the form. + +.. tip:: If the ``allow unauthenticated users`` box is checked, authenticated users will no longer see this form + + +Private access +~~~~~~~~~~~~~~ + +Private access allows you to filter the visibility of the form. +It can be conditioned to users and/or groups and/or profiles. Multiple selection is allowed. + +If all users should have access to the form, you can use the all users option in the drop-down list. + +.. tip:: When your selection is complete, you will be able to see the list of people who have access to the form + + .. image:: images/matching_criteria.png + :alt: List of users allowed to see the form + :scale: 85% + + +If you see this message, This means that unauthenticated users are not allowed to see certain GLPI objects contained in certain questions. +You must then check the question(s) in order to modify them and avoid an error when submitting the form by unauthenticated users. + +.. image:: images/error_form.png + :alt: Error form + :scale: 100% + +Item to create +-------------- + +This tab allows you to customize the various fields of the item to be created (entity, priority, actors, etc.). + +You can create various items from the form: + +* Tickets +* Changes +* Issues + +You can allow the creation of multiple items from the same form. + +Conditions +~~~~~~~~~~ + +It is possible to specify creation conditions. + +For example, if I answer **yes** to the question, "**Is this problem recurring?**", we will create a problem instead of a ticket. + +.. image:: images/condition_creation.png + :alt: Condition's creation of item + :scale: 78% + +You need to click on **Always created** to create one or more conditions. + +Custom fields +~~~~~~~~~~~~~ + +It is possible to customize the content of the item that will be created. By default, **autoconfig** is selected. +This will increment all questions/answers in the ticket that will be sent to support + +.. image:: images/custom_content_item.png + :alt: Custom content of item + :scale: 40% + +By clicking on ``#`` you can add existing questions. You can also delete them. +A formatting menu is available if you wish to improve the rendering display + + +Followup / Task / Validation +~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + +For each item created, you can add a follow-up, a task or request validation + +.. image:: images/add_followup_task_validation.png + :alt: Add a followu, task or validation + :scale: 80% + +For **followup** and **task**, you can: + +* Not indicate one +* Choose from the template list +* Create a new template that you can then select + +For validation, you can: + +* Not indicate one +* Add a specific actor (user, group or supplier, multiple selection is allowed) +* Answer from specific questions (a question with a user object is required in the form) + + +Custom +------ + +You can customize the various fields of the item to be created (properties, actors, service levels, associated items). + +Properties +~~~~~~~~~~ + +.. warning:: Please note that if business rules for tickets/changes/problems are implemented, some information may be modified. + +Template +^^^^^^^^ + +You can choose a specific template to automatically implement certain elements. +For more information, go to `template `_ + +.. warning:: Only unfilled elements will be incremented via a template. The template never takes precedence over field filling. + +Entity +^^^^^^ + +Choose a specific entity in which the ticket must be created. A possible choice among several proposals: + +* **Active in entity of the form filler**: uses the entity in which the user creates their ticket +* **From form**: uses the entity in which the form was created +* **Specific entity**: manually select the desired entity +* **Answer from a specific question**: if a question with the entity object is asked, forms will use that answer. If no such question is asked or the answer remains empty, forms will use the option +* **Answer to last "Entity" item question**: if multiple entity questions are asked, forms will use the last entity object type question. If no such question is asked or the answer remains empty, forms will use "active entity of the form filler". + The entities offered in the form will be only those to which the user is authorized + +Request type +^^^^^^^^^^^^ + +Allows you to select the ticket type (incident or request): + +* **From template**: if a template is selected, the forms will use the requested types entered +* **Specific request type**: select request or incident +* **Answer from a specific question**: uses the answer to the question regarding the request type. If no question exists or the answer remains empty, forms will use **incident** by default +* **Answer to last Request type" question**: if multiple questions of the request type are asked, forms will use the last question. + If no question exists or the answer remains empty, forms will use **incident** by default + + +ITIL Category +^^^^^^^^^^^^^ + +Allows you to select a specific category : + +* **Specific category**: choose a category that already exists in the dropdown list +* **Answer from a specific category**: uses the answer to the question referring to the category. If no question is asked or the answer remains empty, the category will not be populated. +* **Answer to last "ITIL Category" dropdown question**: if multiple questions of ITIL category are asked, forms will use the last question. + If no question exists or the answer remains empty, the category will not be entered + + +Status +^^^^^^ + +Define the status of the ticket: + +* **Default**: use the behavior by default (**new** if no actor is assigned, **processing (assigned)** if a actor is assigned, **processing (planned)** if a task is scheduled) +* **Closed**: ticket will be directly closed + +Request source +^^^^^^^^^^^^^^ + +* **From template**: use the template's specific source. The template uses the default value specified in **Setup** > **General** > **Assistance** > **Request sources by default** +* **From a specific source**: select a source from the dropdown list + +Urgency +^^^^^^^ + +* **From template**: if a template is selected, the forms will use the urgency entered. If no emergency is entered, this field will remain empty +* **Specific urgency**: select the urgency from the dropdown list +* **Answer from a specific question**: uses the answer to the question referring to the urgency. If no question is asked or the answer remains empty, the emergency will not be entered +* **Answer to last "Urgency" question**: if multiple questions of urgency are asked, forms will use the last question. + If no question exists or the answer remains empty, the urgency will not be entered + + +Location +^^^^^^^^ + +* **From template**: if a template is selected, the forms will use the location entered. If no location is entered, this field will remain empty +* **Specific location**: select the location from the dropdown list. +* **Answer from a specific question**: uses the answer to the question referring to the location. If no question is asked or the answer remains empty, the location will not be entered +* **Answer to last "Location" dropdown question**: if multiple questions of loaction are asked, forms will use the last question. + If no question exists or the answer remains empty, the location will not be entered + + +Actors +~~~~~~ + +Requesters / Observers / Assignees +^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ + +.. tip:: For each type of actor, it is possible to combine several criteria by clicking on **+ Combine with another option** + + .. image:: images/combine_options.png + :alt: Add a followu, task or validation + :scale: 100% + + +* **User who filled the form** +* **Supervisor of the user who filled the form**: use the person entered as supervisor in **Administration** > **Users** > *User* > **Supervisor** + If no supervisor is entered, the **User who filled the form** option will apply +* **From template**: if a template is selected, the forms will use the user entered. If no user is entered, the **User who filled the form** option will apply +* **Specific actors**: select user/group/supplier in the dropdwon list. Mutliple selection is allowed +* **Answer from a specific questions**: use the actor of the question that uses a users object. If no user is entered, the **User who filled the form** option will apply +* **Answer from the last "Requesters" question**: if multiple questions of user are asked, forms will use the last question + If no question exists or the answer remains empty, the **User who filled the form** option will apply +* **User from GLPI object answer**: this option is used to retrieve the user assigned to an asset (asset **user** field). A question of type *object GLPI* > *asset* must therefore be present +* **Tech from GLPI object answer**: this option is used to retrieve the technician assigned to an asset (asset **technician in charge** field). A question of type *object GLPI* > *asset* must therefore be present +* **Group from GLPI object answer**: this option is used to retrieve the group assigned to an asset (asset **group** field). A question of type *object GLPI* > *asset* must therefore be present +* **Tech group from GLPI object answer**: this option is used to retrieve the group(s) of technician assigned to an asset (asset **group in charge** field). A question of type *object GLPI* > *asset* must therefore be present. + If multiple groups are present in the field, they will all be assigned to the ticket + + +Service levels +~~~~~~~~~~~~~~ + +:term:`TTO` / :term:`TTR` / Internal TTO / Internal TTR +^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ + +* **From template**: if a template is selected, the forms will use the SLA entered. If no SLA is entered, this field will remain empty +* **Specific location**: select the SLA from the dropdown list + +Associated items +~~~~~~~~~~~~~~~~ + +Items include: + +* Computers +* Databases +* Enclosures +* Monitors +* Network devices +* Peripherals +* Phones +* Printers +* Rack +* Server rooms +* Software + +**Possible choice** : + +* **Specific items**: select the item from the dropdown list. +* **Answer from a specific questions**: use the item of the question that uses an item object. If no item is entered, the item will not be entered +* **Answer from the last assets item question**: if multiple questions of item are asked, forms will use the last question + If no question exists or the answer remains empty, the item will not be entered +* **All valid "Item" answers**: increments all valid items entered + +Form translations +----------------- + +You can translate your forms. Displaying the form in another language is based on the language set in the user's preferences. + +When you click on **+Add language**, you can select the language you want to translate your form. + +.. image:: images/add_translation.png + :alt: Add a a new translation + :scale: 42% + +Each field is displayed in the language the form was created in, along with another translation field. + +.. image:: images/translated_form.png + :alt: Update the translation + :scale: 42% + +A progress bar shows you the progress of the form translation + +.. image:: images/translation_progress.png + :alt: Progress of the form translation + :scale: 42% \ No newline at end of file diff --git a/source/modules/administration/forms/images/access_control.png b/source/modules/administration/forms/images/access_control.png new file mode 100644 index 00000000..6f9c4848 Binary files /dev/null and b/source/modules/administration/forms/images/access_control.png differ diff --git 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/dev/null and b/source/modules/administration/forms/images/urgency.png differ diff --git a/source/modules/administration/forms/images/visible_if.png b/source/modules/administration/forms/images/visible_if.png new file mode 100644 index 00000000..c4a734f3 Binary files /dev/null and b/source/modules/administration/forms/images/visible_if.png differ diff --git a/source/modules/administration/forms/images/which_question.png b/source/modules/administration/forms/images/which_question.png new file mode 100644 index 00000000..2cac861a Binary files /dev/null and b/source/modules/administration/forms/images/which_question.png differ diff --git a/source/modules/administration/index.rst b/source/modules/administration/index.rst index 3ef3f5c3..717d927d 100644 --- a/source/modules/administration/index.rst +++ b/source/modules/administration/index.rst @@ -8,12 +8,12 @@ Administration module allows to administrate users, groups, entities, profiles, users/users groups - entities + entity/entities rules/rulesmanagement dictionnaries profiles/profiles mailqueue logs - + forms/forms