ARTICLES & NEWS
Blog — page 9
Technical articles about GLPI, AI automation and IT service management.
152 articles
Enhancing IT operations with GLPI’s change management
An IT manager sizing a new ticketing system reads the feature matrix and the question lands fast: does GLPI's Change module actually handle real change manageme...
GLPI rule engine: how it works and how to design rules sensibly
GLPI’s business rules engine is the backbone of all automation in the system. Every automatic ticket assignment, every SLA attachment, every notification trigge...
Optimizing IT infrastructure with GLPI’s resource allocation tools
"How many people do we need on the helpdesk next quarter?" This is a planning question, not a guessing game — and GLPI has the data to answer it. Ticket volume ...
Enhancing IT support with GLPI’s ticketing system
A GLPI installation with 200 ticket categories and no structure is worse than one with 15 well-designed ones. Categories and templates are the intake layer — th...
Improving IT service delivery with GLPI’s self-service portal
Every ticket that a user submits by email or phone call costs agent time — reading the request, clarifying missing information, categorizing, assigning. A well-...
Automatic actions in GLPI: cron jobs for mailgate, SLA, and maintenance
Buried in GLPI's Administration menu is a feature called "Automatic actions." Most administrators glance at it during installation and never return. That's a mi...
Managing access risk in GLPI: profile design for tiered support
GLPI’s profile system is the access control layer for the entire application. Every action a user can take — creating a ticket, viewing an asset, modifying a bu...
Improving IT service management with GLPI’s service catalog
A service catalog answers one question: what can IT do for you? If users have to email someone, guess at a ticket category, or describe their request from scrat...
Enhancing IT support with GLPI’s knowledge base
An agent opens a ticket: "VPN not connecting." They’ve seen this before — three times this week. The fix involves clearing a cached credential and restarting a ...
Optimizing IT operations with glpi's ticketing system
A ticket arrives. Someone reads it, decides who should handle it, and manually assigns it. At 20 tickets a day, this takes a few minutes. At 200, it becomes a f...
SLA reporting in GLPI: achievement rates, violation patterns, management views
An SLA exists to set expectations. SLA reporting in GLPI exists to prove whether you met them. The difference between "we think we're doing well" and "here's th...
Software inventory in GLPI: license compliance and audit preparation
Most organizations know how many hardware assets they own. Far fewer know how many software licenses they are actually using — and almost none can tell you, on ...