A question for more experienced GLPI users -what are its capabilities?

dginfoprojekt · 2023-11-13 11:44:30

I'm trying to migrate from another helpdesk to GLPI. I also considered other open source or freemium helpdesks, but GLPI seems the most sensible and interesting to me.

However, I have a few questions for you that will help me clarify how many things I can set in the dashboard or handle with plugins, and how many things I will have to write my own plugins for, or which are simply not possible.

We mainly use the ticketing functionality, creating reports and knowledge bases.

1. We want to hide the "resources" module for all users, including super admins, because we don't want to use this option initially. If it is possible?

2. Ticket module – we would like to be able to track time or record how long it takes a given service technician to respond. Currently, when I was creating new tickets, I saw that there was an option called "Total duration" of the ticket, but it could only be set for the first message in a given ticket. What is more important for us is the option to be able to save the second or third message and for each enter some amount of time. If it is possible?

3. There is another issue related to the ticket system, i.e. is it possible to create tickets by receiving e-mails to the service address? I saw and configured the email recipient options in the GLPI dashboard settings, but for an email to go through and create a ticket, a user must be created, and I would like a ticket and a new user to be created in GLPI when an email arrives at the service address, and if this domain already exists so that additional users are created within the company.

4. Knowledge base – is it there? And if so, where? I installed the default GLPI installation, but now I don't see a knowledge base anywhere to supplement it

5. Solutions module - is it possible that if we found a very good solution for a ticket, we can mark it as a solution and it would be moved to a separate module with a history of such solutions

6. Is it possible to create an additional "location" field for a user that would be a subuser? Why does he need something like this? Due to the fact that one user (company) has e.g. 4 company locations, each of them should have a separate address and contact information. In addition, each company should have a certain number of authorized persons who will be able to submit reports. In addition, a given company should have an additional field where you can upload attachments and contracts to make it clear what the terms of cooperation with a given company are.

7. Can I change fields (delete, add new ones) in tickets? E.g. I would like to have only 3 report types, 4 priorities, a new contract number field, selection of the employee who reported, selection of one of our two companies that deal with a given report, selection of one of the 6 report categories?

8. Is it possible to create a custom SLA in HLPI that would, for example, work only from Monday? Most of our customers do not have purchased SLA for the weekend.

9. Reports for the business department in our company:
a) Is it possible to count the amount of time spent on a given client in a given month?
b) Reports on the working time of a given employee
c) Reports on the number of expired tickets
d) Custom reports
e) In general, is it possible to create about 30-50 report templates that will simply be repeated month after month and be downloadable?

Of course, if someone doesn't know the answers to all the questions, I would be grateful to answer just a few questions

I'm sorry that my message is so long, I'm trying to figure out GLPI myself, but I decided that the best choice would be to ask the community to find out as quickly as possible how much custom work awaits me.

Sico31 · 2023-11-13 12:25:05

Hi,
1. yes, in the profils right
2. You can track time, not add value for each action
3. don't know
4. Yes of course. in The Tools/knowledge Base menu
5. Yes, you can add a solution in the KB before validate the solution
6. Yes, with the fields Plugin or manage your own form with the Formcreator plugin. Both works together
7. In certain way yes, by using templates, you can hide some fields and add new with the plugin Fields (see 6)
8 perhaps. Idon(t use GLPI reports, prefer Grafana or powerbi.

Last edited by Sico31 (2023-11-13 13:06:08)

dginfoprojekt · 2023-11-13 12:31:21

Thanks Sico31!

Of course if anyone would have anything to add, feel free to post

Last edited by dginfoprojekt (2023-11-13 13:02:09)

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#1 2023-11-13 11:44:30

A question for more experienced GLPI users -what are its capabilities?

#2 2023-11-13 12:25:05

Re: A question for more experienced GLPI users -what are its capabilities?

#3 2023-11-13 12:31:21

Re: A question for more experienced GLPI users -what are its capabilities?

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