Congratulations! We are happy to announce our new Silver GLPI Network partner in Palestine: Blueprint 360
Blueprint 360 is a top-notch tech consultancy focusing on IT Governance, Digitalization, Quality Management, and Process Automation. They’re all about innovation and helping businesses run smoother, work smarter, and grow sustainably. Their team blends experience with the latest tech to deliver solutions that keep organizations ahead in today’s fast-changing digital world.
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
An average person spends about 28% of their workweek managing emails. That’s nearly a full day each week lost in the chaos of inboxes and try to reach the so-called “inbox zero”. While email is a powerful communication tool, relying on in for managing tickets (IT, HR, Facilities or any other support department) may lead to significant challenges.
Effective ticket management is crucial for maintaining operational efficiency and improving client satisfaction. However, many organizations still rely on email to manage their tickets, which can lead to a big number of issues on daily-routine.
The chaos of email management
Managing IT tickets via email may seem convenient at first, but it often results in chaos. Multiple threads, lost messages, unclear priorities, forgotten information, and even unwanted spam messages, lead support teams to overwhelming routines. According to industry studies, over 60% of SLA violations can be traced back to poor handling of tickets, now imagine if this information is fragmented.
Common problems with E-mail based ticket management
Lost requests
Miscommunication
Delayed Responses
Transitioning to an ITSM Tool like GLPI you can transform how your organization manages service requests. Here’s how:
Centralized Communication with followups and tasks available to all members of departments
Improved Tracking with all actions related to a ticket in just one tool
Enhanced Collaboration using GLPI as your unique point of contact
Managing IT tickets via email seems like a simple and effective approach, and it works for a variety of organizations for some time and with a limited number of agents and daily service requests. The question is: Is it worthy the risk, stress and complexity of handling with the downsides of this practice while having better ways to do so?
By transitioning to GLPI, you can integrate your ticket management process, improve your team’s communication, and finally enhance customer satisfaction.
Don’t let the chaos be the rule and hold your team back. Embrace a more efficient way to manage your tickets.
Remove ServiceForeground that causing crash on Android 14
Fixed crash about registerReceiver
Enhancement
Scheduler
The Task Scheduler running automatic inventory has been rewritten using JobScheduler.
This allows Android to determine the optimal timing for executing the automatic inventory within the defined time interval (day, week, month), while adhering to Android’s recommendations regarding battery usage, mobile network access, etc.
Notification
The notifications engine has been rewritten to comply with Android.
From Android 13 onwards, you will be asked to authorize notifications on first startup.
(You can revert to this configuration in the notification settings of your Android device).
Permissions
The permission process has been rewritten for better compatibility with the latest version of Android.
Don’t forget!
The GLPI agent can be deployed / configured from an MDM / EMM tool such as
Samsung Knox
AirWatch
InTunes
MobileIron
etc.
As long as the MDM / EMM tool is compatible with managed configurations, you can configure the GLPI Agent (at deployment or on the fly).
Compatibility
Android
EMM / MDM compatibility implies a change in the minimum Android version supported by the android app.
From now on, you’ll need a device running at least Android 5Lollipop (Sdk 21), and the agent is compatible up to Android 14Upside Down Cake (Sdk 34).
On Friday, October 25, we had the pleasure of welcoming our partners from around the world to the Palazzo Anantara in Rome for the 2nd edition of our GLPI Partner’s Day 🚀.
This event, designed to strengthen our community ties and share the latest GLPI updates, began at 4:30 p.m. with a warm welcome for attendees.
The conference kicked off at 5:30 p.m., with opening remarks from our CEO, Pascal Aubry, followed by Loic Lefur, our Sales Director, and his team of channel managers who work directly with our partners. Next, Daniela Buxo, Marketing Manager, shared key marketing statistics, insights about our social media, and plans for the upcoming year.
We were pleased to have Chloé Robin, Director of the web agency Buy The Way, present the upcoming GLPI website, which will be launched soon. Alexandre Delaunay, GLPI Product Owner, and Arthur Schaefer, GLPI Tech Writer, then took the stage to introduce the new features of GLPI 11 and discuss future functionalities.
The session concluded with a Q&A, providing an enriching exchange between the Teclib team and our partners.
At 7:00 p.m., it was time to enjoy an aperitif on the rooftop terrace of the Palazzo Anantara, offering a stunning view of Rome. The evening continued at 8:00 p.m. with a dinner filled with conversation, laughter, and cultural exchanges, making the event even more special.
We extend our heartfelt thanks to all our partners for their active participation and presence. We look forward to seeing you again next year for another exciting edition. Where will it be held? Stay tuned to find out!
Follow us on our social media so you don’t miss anything!
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.
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