ARTICLES & NEWS
Blog — page 6
Technical articles about GLPI, AI automation and IT service management.
147 articles
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...
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 ...