ARTICLES & NEWS
Blog — page 6
Technical articles about GLPI, AI automation and IT service management.
150 articles
Designing realistic SLAs from your historical ticket data
Most teams pick SLA numbers from a vendor template or a manager's gut feeling. Then they miss them, the breach count goes up, and after a quarter of red dashboa...
Bulk asset onboarding in GLPI: CSV imports, templates, mass edit
A truck arrives with 50 new laptops. They have to be in the CMDB by Monday. You're not going to open the New Computer form 50 times. GLPI ships three serious me...
Streamlining change management with GLPI ticketing software
Two teams schedule maintenance for the same server on the same weekend. A network change breaks an application that nobody flagged as dependent. A patch rollout...
GLPI notification integrations: Slack, Teams, email templates
Email is the default channel for GLPI notifications, but for fast operational response it's often not enough. For P1 tickets you need a channel that pings, not ...
Ticket templates and intake forms in GLPI: stopping bad tickets at the door
Most slow helpdesks aren't slow because the agents are slow. They're slow because two-thirds of incoming tickets say something like "the email doesn't work" wit...
Software licenses in GLPI: types, linking to installations and contracts
A software audit notice arrives. The vendor wants proof that every installation is covered by a valid license. The IT team opens a spreadsheet, discovers it was...
Profiles and permissions in GLPI: role-based access control
GLPI's permission system confuses most new administrators. Profiles, entities, recursive rights, dynamic assignment -- these concepts interact in non-obvious wa...
Follow-ups and private notes in GLPI: what users see and what they don't
Inside a GLPI ticket there's an important distinction: follow-up versus private note. They look similar, sit right next to each other in the same UI, but one is...
Ticket workflows in GLPI: routing and onboarding with subtasks
A single business rule that auto-assigns tickets to the right group saves a few clicks. Useful, but not transformative. The real value of GLPI's workflow capabi...
What the GLPI agent collects and why it matters
The GLPI agent runs quietly as a background service, sending structured inventory data to your GLPI server on a schedule. Most admins know it collects "hardware...
SLA in GLPI: TTO/TTR, business hour calendars, escalation, pause states
Two clocks run on every GLPI ticket that has an SLA attached. Most administrators configure only one of them, leaving the other at defaults -- and then wonder w...
Tasks in GLPI: when to use tickets, problems, changes, or tasks
GLPI doesn't have one object for "work" — it has four. Ticket, Problem, Change, Task. Each one fits a different purpose, and confusing them turns the helpdesk i...