ARTICLES & NEWS
Blog — page 9
Technical articles about GLPI, AI automation and IT service management.
155 articles
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 Someone creates them with good intentions, writes 20 articles, and six months later half are outdated, nobody can find anything, and a...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-...
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 ...