Setting up SLAs and OLAs in GLPI
Creating SLAs and OLAs with calendars, TTO and TTR targets, how pending status pauses the clock, and checking compliance in ticket statistics.
GLPI helpdesk and ticket management
Configuring GLPI's service desk: SLAs and OLAs, escalation, routing rules, email-to-ticket, recurring work, surveys and approvals.
GLPI SLA escalation levels
Configuring escalation levels that reassign, reprioritize or notify before or after SLA deadlines, with criteria so they only fire when a ticket is still untouched.
GLPI business rules for ticket routing and categorization
Automating ticket assignment, categories, SLAs and entities with GLPI's business rules engine, rule order and testing, and when rules cannot override manual values.
Turning email into GLPI tickets with receivers
Configuring IMAP or POP receivers, attachment limits, routing rules to entities and the mailgate automatic action, and moving Microsoft 365 or Gmail mailboxes to OAuth.
Multi-level support with multiple OLAs in GLPI 12
Modeling level 1, level 2 and level 3 handoffs with several OLAs on one ticket in GLPI 12 while the customer SLA stays unchanged, and reporting on each level.
GLPI recurrent tickets and recurrent changes
Scheduling routine work such as backup checks and monthly tasks as recurrent tickets or changes from templates, periodicity and calendars, and the automatic action behind them.
GLPI satisfaction surveys
Setting up post-closure satisfaction surveys per entity: delays, rating scales, notifications with survey links and reading results in statistics.
GLPI ticket templates and predefined fields
Using ticket templates to make fields mandatory, hidden or predefined, including SLA fields, per category and request type.
Configuring the GLPI priority matrix
Setting how urgency and impact compute priority across tickets, problems and changes, and disabling levels the service desk does not use.
Group escalation with the GLPI Escalade plugin
When the Escalade plugin helps beyond business rules: group-only escalation, keeping a visual history of assigned groups and returning solved tickets to the first-line group.
Approving GLPI requests by email with Approval by mail
Letting managers approve or refuse GLPI validation requests from email links with the Approval by mail plugin, template changes and the notification queue checks when emails do not arrive.
Change Advisory Board routing rules in GLPI
Routing high-urgency, high-impact changes to a CAB group automatically, approval steps per validation stage and sending infrastructure problems to level 3 teams.
