How GLPI transforms IT incident management in companies

by Flavia Calonego | Feb 4, 2025 | News

Three of the primary reasons for unresolved tickets 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

• Templates for Follow-Ups, Tasks and Solutions: Tickets, usually, are not related to patients – could they? –, so you may look for solutions or use templates for adding tasks, followups, or to ask questions to customers and make the whole process of service management quicker and easier. 
• Knowledge Base: Even other solutions may be searched and applied to new tickets.

• 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.

More content? Follow us on our social media!