13. 07. 2020
NetEye, Service Management, SLM, Unified Monitoring
At the beginning of the year, the OCS and GLPI asset management solutions were integrated into NetEye 4. And so we have been increasingly implementing projects in this environment. In fact recently I was once again able to activate and configure a ticketing system in GLPI for a customer.
It’s always amazing how easy it is to activate and configure ticketing in GLPI. Here are the two most important steps:
- Connect it to your user management system such as LDAP, ActiveDirectory, etc.
- Assign the Service Desk employees a more elevated profile, such as Techinician, so they can process tickets.
These settings allow a service desk employee to create tickets and assign them to a colleague. At the same time, a normal user can already connect to the GLPI website and create and view their own tickets via a “simple interface”.
If you want to create tickets via email, you have to create your own email address with the mailbox on the email server, which is checked by the GLPI system via IMAP (POP) to retrieve any arriving email messages. This means that new tickets can be created and existing tickets can be expanded, all via email.
The current GLPI version has automated some processes during the creation and management of tickets. With a new ticket, the status is automatically set to “Processing” after the first change. Furthermore, the various times such as “Time to own”, “Internal time to own”, “Time to resolve” and “Internal time to resolve” can be better managed.
The many requests for personalization of the ticket interface can now also be managed more easily. The ticket interfaces can be personalized via template management, e.g. hiding undesirable fields in the view.
In conclusion, with the continual development of the GLPI solution, the ticketing system is constantly being improved and simplified. The setup time is particularly notable. I can say that a well-functioning system can be put in place in just one working day.
GLPI ticketing is particularly suitable for smaller companies, or when just used for one department. That’s where I see the optimal area of application. Of course, this ticketing system can also be used across departments and therefore independently within several departments, but this configuration effort is somewhat more considerable and already relatively complex.
TobiasGoller
NetEye Solution Architect at Würth Phoenix
I started my professional career as a system administrator.
Over the years, my area of responsibility changed from administrative work to the architectural planning of systems.
During my activities at Würth Phoenix, the focus of my area of responsibility changed to the installation and consulting of the IT system management solution WÜRTHPHOENIX NetEye.
In the meantime, I take care of the implementation and planning of customer projects in the area of our unified monitoring solution.
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