ARTICLES & NEWS
Blog — page 7
Technical articles about GLPI, AI automation and IT service management.
158 articles
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...
Multi-tier escalation chains in GLPI: L1 to L2 to L3 routing
People say "escalation" to mean two different things and then argue about why their configuration doesn't work. SLA escalation is timer-driven: a ticket hasn't ...
Common GLPI implementation mistakes
Every failed GLPI implementation follows a pattern. The technology works fine -- the problems are almost always decisions made (or not made) during setup. Here ...
Notifications in GLPI: email templates, events, and conditions
A GLPI without configured notifications is a black box — things happen, but nobody knows about them until someone opens the UI. With notifications it becomes a ...
Recurring tickets in GLPI: maintenance, periodic checks, audits
The best way to forget the quarterly access review is to rely on someone remembering it. The best way to never forget it is to let the system create a ticket — ...