New Silver GLPI Partner in Democratic Republic of Congo: Ishango IT Solutions

Congratulations! We are happy to announce our new Silver GLPI Network partner in Democratic Republic of Congo: Ishango IT Solutions

ISHANGO IT SOLUTIONS is a company based in the Democratic Republic of Congo, specifically in the Grand KATANGA region, operating since 2018. Specializing in IT management, the company also offers a wide range of IT services to businesses, addressing various technological needs.

🌐 Website: https://bit.ly/4ax0XZo

We are excited to see GLPI ITSM expanding internationally and helping more clients through our GLPI Network offering, whether it’s on-premise or in Cloud. Our new partners play a key role in making these services more accessible and ensuring high-quality support.

Being a partner means:

  • Enjoying special discounts
  • Accessing official support
  • Having a privileged contact with a Channel Manager to acquire more clients and boost your reputation in the Open Source ITSM market

If you would like to represent and deploy GLPI in your country, contact us: https://glpi-project.org/contact_us/

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GLPI 10.0.18 is available!

A new GLPI version is available.

This release fixes a few security issues that have been recently discovered. The update is recommended!

You can download the GLPI 10.0.18 archive on GitHub.

You will find below the list of security issues fixed (none CRITICAL level) in this bugfixes version:

  • Unauthenticated SQL injection through the inventory endpoint (CVE-2025-24799)
  • Authenticated Remote code execution (CVE-2025-24801)
  • SQL injection through the rules configuration (CVE-2025-21619)
  • Open Redirection (CVE-2024-11955)
  • Reflected XSS in search page (CVE-2025-21627)
  • Exposure of sensitive information in the `status.php` endpoint (CVE-2025-21626)
  • Plugins disabled by unauthenticated user (CVE-2025-23024)
  • Unauthorized authentication by email using the OAuthIMAP plugin (CVE-2025-23046)
  • Unauthorized access to debug mode (CVE-2025-25192)

Many bug fixes have also been made, read the full changelog for more details.

We would like to thank all people who contributed to this new version and all those who contributes regularly to the GLPI project!

Regards.

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GLPI Cloud: Expanded hosting locations to better serve you!

At Teclib’, we are committed to continuously enhancing the flexibility and accessibility of our GLPI Cloud services. To meet the growing demands of our global clients and partners, we are thrilled to announce new hosting locations for both Private Cloud and Public Cloud deployments. These additions aim to provide you with a hosting environment that aligns with your specific needs, whether they are related to data sovereignty, latency, or regulatory compliance.

New hosting locations

Private + Public Cloud offers

These locations support both Private and Public Cloud deployments, offering robust and versatile hosting options:

  • India: Mumbai
  • Singapore
  • Canada: Beauharnois 
  • USA: Virginia (Warrenton) and Oregon (Hillsboro)
  • France

Private Cloud offer only

For organizations requiring exclusive hosting environments, we’ve expanded our Private Cloud offerings to the following regions:

  • Morocco: Rabat
  • Spain: Madrid
  • Italy: Milan
  • Switzerland: Zurich
  • Austria: Vienna
  • Germany: Frankfurt
  • Poland: Warsaw
  • Netherlands: Amsterdam
  • Sweden: Stockholm
  • Belgium: Brussels
  • England: London
  • Ireland: Dublin
  • Luxembourg
  • Australia: Sydney
  • Czechia : Prague

Why choose GLPI Cloud?

Our Cloud services are designed to provide seamless IT management with top-tier performance and security. With this expansion, we ensure:

  • Enhanced accessibility for global users.
  • Compliance with local regulations by hosting data closer to your operations.
  • Reduced latency for better system performance.

What’s next?

We’re already working on expanding our Public Cloud hosting zones. Stay tuned for updates on new regions that will soon be available, enabling even greater flexibility for your deployments.

Take advantage of these new locations

Now is the perfect time to leverage these new hosting options for your GLPI Cloud needs. Whether you’re managing IT assets, streamlining workflows, or ensuring compliance, our expanded network of hosting locations is here to support your goals.

For more details about these updates and how they can benefit your organization, visit https://myaccount.glpi-network.cloud/register.php or contact our team.

Thank you for choosing GLPI Cloud. We look forward to continuing to support your IT management journey!

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New Silver GLPI Partner in Brazil: PLSS Soluções

Congratulations! We are happy to announce our new Silver GLPI Network partner in Brazil: PLSS Soluções

PLSS Soluções, founded in 2004, focuses on customer satisfaction. Using GLPI since 2010, the company helps clients adopt and implement it efficiently. PLSS also provides cloud infrastructure and server solutions, staying up to date with market trends. With MPS.BR certification, PLSS ensures quality service. The team is the company’s true strength.

🌐 Website: https://bit.ly/40zSy32

We are excited to see GLPI ITSM expanding internationally and helping more clients through our GLPI Network offering, whether it’s on-premise or in Cloud. Our new partners play a key role in making these services more accessible and ensuring high-quality support.

Being a partner means:

  • Enjoying special discounts
  • Accessing official support
  • Having a privileged contact with a Channel Manager to acquire more clients and boost your reputation in the Open Source ITSM market

If you would like to represent and deploy GLPI in your country, contact us: https://glpi-project.org/contact_us/

Stay connected! Follow us on our social media platforms!

How GLPI transforms IT incident management in companies

Three of the primary reasons for unresolved calls are: authorization issues, misinformation, and lacking details. (J. D. Power) These challenges plague support teams daily, leading to delays, inefficiencies, and frustrated clients. However, with a system like GLPI, managing the lifecycle of tickets becomes easier, turning challenges into solutions.

Support teams face a lack of information in tickets, too many points of contact when people open tickets, numerous email threads to communicate about the same issue, making it harder to find where they stopped at, not to mention that in big teams, more people are working on the same ticket and are not aware of the efforts from others.

Additionally, teams finish the work in a ticket without the proper approval of a solution, and three weeks later the client mentions that a ticket was not solved, even though the service team believes it was. Even improper authorization policies tend to leave a ticket unresolved or wrongly solved.

A computer that faces the same issue every week, or every month, could be replaced as a better solution if the team knew this was a recurrent incident.

Problems like this are constants in support departments.

Assets have issues, and people at support would love to be aware of a pattern or the history of an asset that they are dealing with – it’s like a patient medical record.

If a doctor is aware of a patient’s medical history, including past illnesses and treatments, the current appointment and prescription will be more accurate. At hospitals, we have a medical record of a patient. In GLPI, a ticket may be this medical record for issues and, when integrated with its automatic inventory update, a medical record for assets.

Using the same example of hospitals, when you first get into a hospital, the emergency team knows exactly the steps they have to follow to ensure you receive proper support

In Brazil, it is like this – when it’s not a huge emergency:

  • Registration: You fill out an initial registration – forms for tickets
  • Triage: You are forwarded to a preliminary screening with a nurse – business rules for tickets or escalation
  • Vital Signs and Symptoms: Basic vital signs are taken by the same nurse (blood pressure, body temperature, and symptoms you are experiencing) – followup templates
  • Risk Classification: This triage gives you a classification of urgency in care – also called risk classification at hospitals – business rules for tickets
    • Different SLAs are applied based on this same classification – Time to Resolve an Incident in GLPI
  • Specialist Referal: Patients are directed to a specialist depending on their symptoms – Escalation levels in GLPI

What the first level staff doesn’t deal with is the other processes after this initial triage.

When doctors have access to your medical record, they work with information from triage and with additional information the patient provides when being listened to. There’s no post-its, or additional calling to the triage team during the appointment with the doctor. The doctor’s job now is to follow the next steps based on the information available.

The process of incident management is almost the same. I often say that service management is for every department that receives inputs and needs to deliver some output, whatever they may be.

GLPI in Action

When a person, or an asset has an issue, it fills, or they fill, a request automatically or manually telling that it needs, or they need, help with something. Whether it’s adding new features to a service or by fixing features in a working service.

The process in GLPI would be like this.

  • Issue Reporting: The issue is reported using a customized form that assesses important information for technical staff
  • Triage and Classification: GLPI automatically forwards it to a triage team, or uses automatic business rules for tickets, that perform a first evaluation and classification for priority and SLA
  • Impact Analysis: An SLA and Impact Analysis will trigger actions, so the ticket can be seen by people that should work on it.
  • Team Assignment: The incident is forwarded to the most proper team to solve the incident, taking into account the specialty needed for this issue
    • This may be done automatically with Business Rules for Tickets in GLPI
  • Transparency: The most important part is: Everything is transparent. Customer and all the teams working on the ticket have, or will have, access to this “medical record”, or timeline of a ticket in GLPI.

There are some additional

  • Customized Follow-Ups and Pending Reasons: The ticket gets stuck due to a need for information from the requester, so the service management team would appreciate adding pending reasons, so other team members know why that ticket is pending for so long.
  • Validation Requests: The service team may need extra authorizations to add features, or fix assets due to investment needs, extra layers of security, or validations. In GLPI, you may ask for validation without leaving the tool and, again, log everything into the same “medical record.”

GLPI Empowers Managers with Insights

  • Identify Trends: Managers can discover the most requested features or the most problematic assets, enabling proactive decision-making.
  • Plan for the Future: Leaders can use dashboards to assess recurring incidents and plan replacements or upgrades for high-maintenance assets.
  • Measure Success: Reports are constantly used to evaluate team performance and optimize processes.

GLPI changes the way a lifecycle of a ticket is handled by addressing core challenges that support teams face daily. From automated workflows to centralized and powerful timelines, ensuring transparency, and collaboration at every step.

Discover how to experience this same feeling of transformation for yourself.

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