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.
Twig is a templating Engine for PHP that helps to keep the code clean and organized by separating what is coded from what people see on the website. This makes the task of managing and updating templates a bit easier.
GLPI has brought since the version 10, the ability to use Twig variables on followups, tasks and solution templates. But you may ask, what is it useful for?
Well. Let’s take a template you use on a daily basis and have to always change some fields. Start with a welcome message in a ticket, as an example:
Dear {Client’s Name},
Thank you for reaching out to our support team. We wanted to let you know that your support ticket has been successfully inserted into our support area. Our team is already on it and will start the process of analysis within {specified time frame}.
If you need to add any additional information or have further questions, you can simply reply to this email or visit our website at upport.yourdomain.com to update your ticket.
We appreciate your patience and will get back to you as soon as possible.
Best regards,
I know. Sometimes we forget to manually change the fields by the correct ones, or we just let general information there as don’t make any mistakes.
The twig variables are exactly for this.
Every ticket has some pre-filled fields. Be it by the user, by the technicians, by automatic business rules. The only thing we want here is to be accurate, quick and informative.
Let’s change this same message to add
The first name of the requester
The Time to Own the ticket received at this moment
The group that is responsible for the ticket at the moment
Dear {% for user in ticket.requesters.users %}{{ user.firstname }} , {% endfor %}
Thank you for reaching out to our support team. We wanted to let you know that your support ticket has been successfully inserted into our support area. Our team is already on it and will start the process of analysis within {{ ticket.tto | date("d/m/y H:i") }}.
The group {{ group.name }} is responsible for this ticket at this level.
If you need to add any additional information or have further questions, you can simply reply to this email or visit our website at upport.yourdomain.com to update your ticket.
We appreciate your patience and will get back to you as soon as possible.
Best regards,
As you can see, there are some variables in this template. It means that every time a technician selects this Followup template, GLPI will insert:
Every first name of users at the requesters field
{% for user in ticket.requesters.users %} {{ user.firstname }} , {% endfor %}
The Time to Own date and time added manually or automatically via business rules
{{ ticket.tto | date("d/m/y H:i") }}
The responsible group of the ticket
{{ group.name }}
The best part is that, once these fields change during the lifecycle of the ticket, the new followups, tasks and solutions will get updated information to be inserted during the time.
Here are some other ideas of templates you may use
Fill with a KB article
If you have a knowledge base article that may be useful for the user, you may:
relate this article with the ticket using the knowledge base tab in a ticket
create the followup or solution template with the following variable {{ knowbaseitem.answer | raw }}
select the template you’ve previously created. GLPI will insert the content of the article to the solution or followup template.
here is a template example
{% for user in ticket.requesters.users %}{{ user.fullname }} {% endfor %} There is a possible article on our knowledge base that may be of help: {% for knowbaseitem in ticket.knowbaseitems %}
{{ knowbaseitem.link | raw }}
{{ knowbaseitem.answer | raw }}
{% endfor %}
Use it for pending reasons
relate this article with the ticket using the knowledge base tab in a ticket
create the followup template with the important variables
create the pending reasons
connect the template you created to the pending reason you’ve previously created
here is a template example
Hi {% for user in ticket.requesters.users %}{{ user.firstname }} , {% endfor %}
Hope you’re doing well! We’re just dropping a quick note to remind you that your response is needed to proceed with ticket # {{ ticket.id }} regarding {{ ticket.name }}.
Your input is crucial for us to move forward. If you could spare a few moments to provide the necessary information or feedback, we’d greatly appreciate it.
If the issue has already been resolved, or you have other questions, please let us know.
Thanks for your attention to this matter!
Best,
{% for user in ticket.assignees.users %}{{ user.firstname }}
{% endfor %}
The Twig variables may be found at the followup, task and solution templates. Explore it and make me know what are the projects you have created with them. We will have news about those same twigs in next versions.
Congratulations! We are happy to announce our new Silver GLPI Network partner in France: All Business.
All Business aims to analyze and improve the information systems. They offer tailor-made solutions to optimize IT infrastructures, improve operational efficiency and reduce costs. Whether you want to modernize your existing systems or integrate new technologies, their team of experts can guide you every step of the way. They are committed to understand your specific needs and by providing solutions aligned with your business objectives.
Their IT consulting services are designed to provide customized solutions that specifically meet your business needs. By working with them, you benefit from their in-depth expertise and commitment to optimize your information systems for maximum performance.
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.
In a fast-paced routine, losing important news and updates is not a rare incident. Analysts do have a lot to do during their day, and the world doesn’t stop. It’s hard to keep up with everything.
Sometimes, leaders may want their teams to be aware of information from some service providers that maintain blogs and pages where useful announcements are inserted. I, Arthur, in the past, used to have three products on my portfolio that used to publish new features announcements, dates of future updates and also notices and alerts about their tools.
I always wanted — and still want — to be aware of what is going on and coming on the next months when the main tools I use have this channel available.
These blogs usually have a service called RSS — Really Simple Syndication — which is a very convenient way to receive updates from your favorite websites without having to visit them manually.
There are several options of RSS Feed Readers. But, adding a new layer of complexity to your daily basis could not be the best approach. GLPI has this tool embedded with the adding of you being able to share some sources of information to Entities, Groups, Users, and Profiles. You add the feed to your instance, and GLPI works as an RSS Feed Reader that may be the official source of information for you and your teams.
Congratulations! We are happy to announce our new Silver GLPI Network partner in France: ITSR Informatique
ITSR INFORMATIQUE supports businesses in evolving and managing their IT systems, adapting them to new uses and organizational and quality challenges. Specializing in IT as both an integrator and service provider, we bring over 20 years of experience and expertise to help you successfully complete your projects. Our services include IT resource management using GLPI and IT systems monitoring with Open Source software.
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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