ARTICLES & NEWS
Blog — page 8
Technical articles about GLPI, AI automation and IT service management.
147 articles
Self-service portal in GLPI: service catalog and forms
The self-service portal in GLPI isn't a "nice front end for the helpdesk" — it's the gateway through which 60–80% of requests should resolve without a technicia...
Vulnerability management in GLPI: scanning, prioritization, remediation
Vulnerability scanners find problems. GLPI tracks assets and manages work. The gap between these two systems is where vulnerabilities go to be forgotten. A scan...
What is GLPI and how can it transform your IT operations?
GLPI stands for Gestionnaire Libre de Parc Informatique — French for "free IT equipment manager." It is an open-source platform that combines IT service managem...
Optimizing IT resource planning with GLPI’s capacity management tools
One agent has 90 open tickets. The agent next to them has 12. Both are in the same group, handling the same category. The imbalance isn’t intentional — it’s wha...
Incident escalation in GLPI: time-based rules and automatic forwarding
Escalation in ITSM isn't "let the team know an incident has been open a while". It's a predefined, programmed sequence of actions that GLPI executes automatical...
Empowering IT support with glpi's knowledge management
Most knowledge bases die. Someone creates them with good intentions, writes 20 articles, and six months later half are outdated, nobody can find anything, and a...
Asset relationships in GLPI: linking users, locations, contracts, and tickets
An asset record in isolation tells you what something is. An asset record linked to its user, location, contract, and ticket history tells you what it does, who...
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-...