Service desk and inventory in one database
GLPI is an open source IT service management application published by Teclib' under the GPLv3. It covers incidents and requests, problems and changes, SLAs and a knowledge base, together with an inventory of computers, network devices, software, licenses and contracts that links to tickets. The GLPI Agent keeps that inventory current from the endpoints themselves.
The benefit comes from joining the two halves: a technician who opens a ticket sees the requester's devices, installed software and contracts. That only works when inventory data is current and when entities, groups and categories match how support is organized. Settle those structures before importing anything.
Know where each major version stands
Status as of October 2026. Teclib' supports the two latest major versions.
| Version | Status | Requirements to note |
|---|---|---|
| GLPI 12 | Released October 7, 2026. Adds a rebuilt knowledge base, OLAs per team, a session manager, identity confirmation for sensitive actions and version 3 of the high-level API. | PHP 8.3 or later and MariaDB 10.11 or MySQL 8.0. Requests from GLPI to internal networks are blocked unless explicitly allowed. |
| GLPI 11 | Released October 1, 2025 and still supported. Added native custom assets, integrated forms, a new self-service portal, two-factor authentication and webhooks. | PHP 8.2 or later and MariaDB 10.6 or MySQL 8.0. |
| GLPI 10 | Support ended with the GLPI 12 release. Teclib' named 10.0.28 as the last release of the branch. Extended support is offered only under a GLPI Network Extended Support subscription. | Security fixes no longer reach this branch. Plan the move to GLPI 11 or 12 now. |
Components to plan
GLPI is a PHP application on MySQL or MariaDB. The pieces around it decide how well it runs.
Web tier
Apache, Nginx, lighttpd or IIS with PHP. Point the document root at GLPI's public directory so configuration and data files are never served. Set secure, HttpOnly and SameSite session cookies.
Database
MySQL or MariaDB only. Ticket history and inventory grow steadily, so plan storage, slow-query monitoring and maintenance from the start.
Files and keys
Move the config and files directories outside the application tree, as the install guide describes. The config directory holds glpicrypt.key, which encrypts stored secrets such as LDAP and mail passwords. Back it up with the database.
Automatic actions
Mail collection, notifications, SLA escalation and cleanup run as automatic actions. Run them from the system scheduler in CLI mode so they do not depend on site traffic.
GLPI Agent
Official packages for Windows, macOS and Linux. Beyond local inventory, the agent can run network discovery, SNMP network inventory, Wake on LAN and software deployment tasks.
Containers
Teclib' publishes an official Docker image. Pin the version and keep persistent volumes for the config, files, plugins and marketplace directories.
Roll out inventory deliberately
Decide what counts as an asset before deploying agents: which device types, which software is tracked against a license, and how a device is matched to a user, location and entity. Import and link rules control whether an inventory creates a new asset, updates an existing one or is refused. Test them on a pilot group, since a loose rule can create duplicates across a whole estate.
Agents send inventory to GLPI over HTTP or HTTPS. GLPI 12 asks for an authentication method when inventory is enabled; running without one remains possible but is flagged as not recommended. Use TLS, expose the inventory endpoint only where agents need it, and keep SNMP communities or SNMPv3 credentials in a secret store.
Connect identity, profiles and entities
GLPI separates authentication, profiles (what a user can do) and entities (which data they see).
| Area | How it works in GLPI | Note |
|---|---|---|
| LDAP or Active Directory | Built in. Authenticates users and imports or synchronizes accounts and groups. | Needs the PHP LDAP extension. Map directory groups to GLPI groups used for assignment. |
| CAS, x509 and web server login | Built in as other authentication methods. GLPI can trust a CAS server, a client certificate or a login performed by an authentication server in front of it. | Keep an emergency local administrator. With CAS active, GLPI documents the noAUTO parameter for local login. |
| OAuth and SAML | Through plugins: an OAuth SSO plugin covered in GLPI's own documentation, and community SAML plugins. | Check each plugin's supported GLPI versions and maintainer before depending on it. |
| Profiles and entities | Profiles grant rights. Entities separate data by organization, site or customer. | Test a self-service user, a technician and a supervisor in each entity before go-live. |
Plan plugins and upgrades together
List every plugin with its version, maintainer and the processes that depend on it. Each plugin must support the target major version. Teclib' ports GLPI Network plugins; community and in-house plugins depend on their maintainers.
GLPI 11 made forms native. Instances that used the Formcreator plugin migrate their forms with a console command after the upgrade, with the plugin still installed so its data can be read. Rehearse this on a copy first.
GLPI 12 converts knowledge base categories into articles. They stay hidden until an administrator grants access again, so schedule that work immediately after the upgrade.
Copy production, upgrade the copy, run your most common ticket, inventory and reporting flows, and time the database migration. Upgrade production in a window with a full backup and tested rollback. Teclib' has said to expect security releases about every two weeks, so keep a patch routine too.
Move from Jira Service Management or another tool
Atlassian's Data Center end of life includes Jira Service Management Data Center. New customers have not been able to buy Data Center subscriptions since March 30, 2026, existing customers can no longer buy new subscriptions or expansions after March 30, 2028, and end of life follows on March 28, 2029. GLPI fits the replacement shortlist when asset inventory and ITIL processes matter to the team.
Plan the data path explicitly. Decide what history moves (open tickets, closed tickets for a retention period, knowledge articles, assets) and what stays in a read-only archive. Map queues, request types, SLAs and custom fields to GLPI groups, categories and fields. Use the GLPI API or a partner tool for scripted imports, and run the import twice: once to validate and once at cutover.
GLPI operating ownership
GLPI serves IT support, asset owners and security. Each needs a named owner.
Platform
- Keep PHP, the database and GLPI on supported versions.
- Watch automatic action status, mail collector errors and database growth.
- Back up the database, files directory and config directory, including glpicrypt.key.
Service desk
- Own categories, SLAs, OLAs and notification templates.
- Review business rules after team changes.
- Keep knowledge base articles current.
Asset management
- Own import rules and duplicate cleanup.
- Track agent coverage and devices that stopped reporting.
- Reconcile software installations against licenses.
Security
- Require two-factor authentication for technicians and administrators.
- Limit which internal hosts GLPI may call for feeds and webhooks.
- Apply security releases promptly.
GLPI questions
Do we need a GLPI Network subscription?
GLPI can be used without a license. A GLPI Network subscription adds support from the publisher, its maintained plugins and, for older versions, extended support. Integration partners can add deployment and migration help.
From GLPI 10, should we go to 11 or straight to 12?
Both are supported targets. Going to 12 avoids another major upgrade soon, provided every plugin you rely on already supports it. Check each plugin first.
How do we stop inventory from creating duplicates?
Base import and link rules on serial numbers and other stable identifiers, test them on a pilot group, and review the first full inventory before widening the rollout.
What does a complete backup include?
The database, the files directory, the config directory with its encryption key, plugin and marketplace code, and web server configuration. Restore to an isolated host and sign in through LDAP to prove the key and stored credentials work.
Scope and handover
DeployOpen plans the deployment, installs GLPI in your infrastructure, integrates LDAP or SSO, configures agents and import rules with your asset owners, sets up backups and monitoring, and runs version upgrades. The work changes with the number of entities, endpoints, plugins, data sources to import and the distance between your current and target versions.
Handover records versions, PHP and database settings, directory locations and key backup, authentication setup, the plugin inventory, the automatic action schedule, the agent deployment method, import rules, backup and restore results and the upgrade runbook.
