Congratulations! We are happy to announce our new Silver GLPI Network partner in Germany: Haug und Wolf GmbH
About them Founded in 1993 as a civil law partnership (GbR) and transitioning to a GmbH in 1999, this company has been a reliable IT service provider for over 30 years, always focused on customer satisfaction and long-term relationships. Their goal is simple: to deliver optimal support and innovative solutions that clients can rely on at any time.
Their philosophy They understand that quality support, transparent costs, and timely services are the foundation of a successful partnership. Their continuity, reliability, and high-quality services have earned the trust of their customers. Their growth has been driven largely by recommendations from satisfied clients.
Their team With a growing team of experienced and dedicated employees, they offer consolidated expertise and know-how. Their committed team is ready to tackle today’s IT challenges and develop tailored solutions to meet each company’s unique requirements.
Their services They specialize in areas such as inventory management, ticketing, IT Service Management (ITSM), and Enterprise Service Management (ESM). Beyond technical solutions, they provide comprehensive support throughout IT project integration and implementation, including automatic discovery, event management/monitoring, Identity Governance and Administration (IGA), endpoint management, and Mobile Device Management (MDM).
A competitive advantage For them, IT isn’t just a necessary tool; it’s a crucial competitive advantage. Don’t let your competitors get ahead – secure the essential edge with the right IT solutions.
They are ready to help you align your IT strategy and achieve your goals. Contact them to find the right solutions for your company together.
We are excited that GLPI ITSM solution is becoming more and more represented all over the world and GLPI Network (our support offer for on-premises – get your IT Infrastructure secured) subscription service will be available for more customers through our new partners.
Our large partnership network is always open for new collaborations. If you are interested in representing one of our products in your country, get in touch with us: https://glpi-project.org/contact_us/
Being a partner means:
Having an a direct access to the Teclib´s tech expertise;
Get special discounts;
Access official support,
Many other tools which will help you to gain more customers and increase reputation on the market by adding open source ITSM to your portfolio.
Companies with a high number of tickets in pending status often struggle with SLA breaches.
Over 60% of SLA violations can be traced back to poor handling of pending tickets, mainly when communication with clients or vendors is not maintained.
There is a myriad of possibilities on when to or not to use the pending statuses. The way the support team choose to use it, can make or break the relationship with clients. Support departments must keep in mind that timely resolutions are critical, and managing pending tickets effectively is a no-brainer.
When left behind, or the process of defining as pending is not that clear, these issues can lead to client frustration and dissatisfaction, which impacts a business’s reputation.
1. Define Clear Criteria for Pending Status:
Defining when it’s appropriate to mark a ticket as pending help prevent misuse of this status, such as using it to delay work or avoid responsibility.
Awaiting client feedback, external vendor actions or parts arrival could all be valid reasons if it is accorded between parties and your support team is well-trained to use them
Remember that the ‘pending’ status in GLPI makes all SLA and date to solve to be updated after the ticket is changed to other status different from pending. So being honest and clear with clients about these reasons, can be crucial.
45% of pending tickets are due to awaiting client feedback or necessary information.
30% of pending tickets are attributed to waiting on external vendors or third parties.
15% are related to awaiting internal approvals or additional resources (e.g., parts or budget).
2. Set Limits and Follow-up Protocols:
Tickets left in pending status for too long may increase unhappiness and missed deadlines.
Establish time limits for how long a ticket can remain in pending status before a mandatory review or follow-up is triggered. Use GLPI’s automation rules to send reminders to technicians to reassess pending tickets regularly.
Saved searches with time ranges and notifications may help technicians to not let pending status
It is known that best practices in handling pending tickets can increase SLA adherence by up to 25%, significantly improving customer satisfaction.
3. Document All Actions and Reasons:
Proper documentation within each ticket ensures that any team member can quickly understand the ticket’s history and current status, reducing delays caused by knowledge gaps.
GLPI AI plugin helps technicians to be aware of a vast timeline of facts in a ticket
4. Prioritize Client Communication During Escalations:
Sometimes, a ticket might need to be escalated due to delays or complexity, which can further frustrate clients if not handled well.
Plugin Escalade, for example, add options of adding followups automatically when an escalation is done
Tickets that remain in pending status for longer than 3 days without updates or communication result in a 25-30% drop in customer satisfaction ratings.
Proactive communication (even with pending status updates) can maintain satisfaction levels, keeping the negative impact to less than 10%.
5. Communicate Transparently with Clients:
Clients need and want to feel informed about the status of their tickets, even when they’re pending. Don’t let clients feel ignored.
The number of pending tickets can increase if processes are not optimized, leading to backlogs and longer resolution times.
Set up a dunning process, so GLPI may keep the user automatically updated about the status of the ticket or when you need to remind people about the need to interact with the ticket.
Congratulations! We are happy to announce our new Silver GLPI Network partner in Mexico: Innovabits
At Innovabits, technology and best practices are at the core of their expertise. As software developers, they offer tools that simplify data import and visualization, including the integration of Telcel equipment and contracts. They also design dashboards and alert rules in Grafana, leveraging GLPI information to optimize their clients’ processes.
Their strategic partnerships with ITIL training specialists enable them to provide a comprehensive solution for GLPI implementation. This ensures that clients not only get the best tool but also the necessary knowledge to maximize its use.
With over 20 years of experience in developing and managing IT projects, Innovabits has worked with both private companies and public institutions, delivering cloud solutions as well as on-premises services. Their mission is to provide clients with a complete, tailored service that meets their specific needs.
We are excited that GLPI ITSM solution is becoming more and more represented all over the world and GLPI Network (our support offer for on-premises – get your IT Infrastructure secured) subscription service will be available for more customers through our new partners.
Our large partnership network is always open for new collaborations. If you are interested in representing one of our products in your country, get in touch with us: https://glpi-project.org/contact_us/
Being a partner means:
Having an a direct access to the Teclib´s tech expertise;
Get special discounts;
Access official support,
Many other tools which will help you to gain more customers and increase reputation on the market by adding open source ITSM to your portfolio.
This version comes with few fixes and enhancements and here are the essential ones:
On Windows, a fix from the community prevents overwriting of Keystore exported certificates. So these certificates are no more ignored.
On Windows, a new ssl-keystore option is available to disable or optimize Keystore certificates export.
Bitdefender antivirus support has been updated on Windows.
TacticalRMM remote management inventory support has been added on MacOSX.
Users inventory has been fixed with partial inventory used with full-inventory-postpone.
Few updates for Hikvision devices support and Konica printers have been included in NetDiscovery and NetInventory tasks
Deploy task won’t no more display an error when running a PowerShell script on Windows.
Proxy server plugin will now accept Json as inventory format when glpi_protocol option is set and no GLPI server is configured.
About packaging, here is what you should retain:
On Windows, perl is now built with OpenSSL v3.3.2 and the libxml2 library v2.13.4 supports. 7-zip provided command is now v24.08 version.
The Windows packaging now includes GLPI-AgentMonitor software v1.4.0 and the installer supports AGENTMONITOR_NEWTICKET_SCREENSHOT as parameter to configure if a screenshot should be done before opening a new ticket.
Congratulations! We are happy to announce our new Silver GLPI Network partner in Poland: DNR Group
Specialists in IT support, server administration, and cybersecurity. They will provide you with their knowledge, experience, dedicated solutions, and full support. They will help your company streamline processes within your IT infrastructure, ensure data security, and optimize operations while helping to reduce costs. DNR Group is a family-owned company; they know how to listen and respond to the needs of others. They treat their clients as partners because trust is key. Let them get to know your business, and they will propose the best and most optimal solutions.
The DNR Group team is a leader in responsiveness. For years, they have been using and enhancing GLPI for their own needs, creating solutions that not only allow for quick responses to reported issues but also enable agile management of the entire IT environment!
They provide professional IT infrastructure monitoring and a dedicated center for data security management. Their solutions allow you to anticipate, prevent, and solve internal and external problems! Your infrastructure will be not only more secure, efficient, and effective but also optimally utilized!
As specialists with many years of experience, they offer IT consulting services, a range of employee training, solutions for remote work, as well as installation work during network modernization. Their service range is vast, as is their pool of satisfied clients. The solutions they offer ensure the highest level of security, high availability, and maximum efficiency.
We are excited that GLPI ITSM solution is becoming more and more represented all over the world and GLPI Network (our support offer for on-premises – get your IT Infrastructure secured) subscription service will be available for more customers through our new partners.
Our large partnership network is always open for new collaborations. If you are interested in representing one of our products in your country, get in touch with us: https://glpi-project.org/contact_us/
Being a partner means:
Having an a direct access to the Teclib´s tech expertise;
Get special discounts;
Access official support,
Many other tools which will help you to gain more customers and increase reputation on the market by adding open source ITSM to your portfolio.
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