ARTICLES & NEWS
Blog — page 7
Technical articles about GLPI, AI automation and IT service management.
155 articles
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 — ...
Simplifying IT change management with GLPI’s approval workflow
It is 3 AM. A critical vulnerability in your VPN concentrator is being actively exploited. The normal change process requires CAB approval, and the CAB meets on...
Entity-based RBAC in GLPI: separating access across teams and clients
GLPI solves two access problems at once. Profiles say what a user is allowed to do — create tickets, approve changes, edit assets. Entities say where they're al...
Personalizing your IT environment with GLPI: themes, logos, and custom design
When users open GLPI and see a generic blue interface with a default logo, they treat it like a temporary tool -- something IT forced on them. When they see the...