Processes that always generate a derived ticket are still done manually – and every time a step is forgotten, the process fails silently.
The problem
Some ticket categories always follow the same pattern: when a "Service Hiring" ticket is opened, there should automatically be a "Financial Approval" ticket. When a "Maintenance" ticket is solved, a "Quality Survey" should be generated. This type of orchestration is done manually – when remembered. The result is skipped steps, incomplete processes, and impossible auditing, because there are no records of the sub-processes that should have been opened.
How Ticket Flow works
The NexTool Ticket Flow module allows configuring flows that automatically trigger the creation of a new ticket when an original ticket meets a specific criterion. Each flow is linked to an ITIL category and a trigger event, and uses native GLPI ticket templates to generate the derived ticket.
- 3 configurable triggers – Ticket created, Ticket solved, and Ticket closed. Each category can only have one active flow, avoiding ambiguity about which rule applies.
- TicketTemplate integration – the derived ticket is created from a native GLPI ticket template, leveraging all preset category, title, description, group, and priority configurations.
- Hook-based automation engine – execution is automatic via native GLPI hooks (item_add and item_update of Ticket), without human intervention.
- Anti-loop guard – an internal mechanism prevents tickets generated by Ticket Flow from triggering the engine again, eliminating the risk of recursive loops.
- Execution log – each flow trigger is logged with links to the original ticket and the generated ticket, creating complete traceability.
- Test tab – you can simulate ticket creation from a template directly on the configuration page, before putting the flow into production.
How to activate
- Install NexTool on your GLPI 11
- Go to Setup > NexTool > Modules
- Activate Ticket Flow and click Configure
- In the Flows tab, create a new flow by selecting the category, trigger, and ticket template
- Activate the automation engine in the Settings tab
Who is it for
Ticket Flow is recommended for teams that work with structured processes where opening one ticket is a necessary condition for another to be initiated. It is especially useful in ITSM environments with change management, hiring, projects, and quality processes, where forgetting a step has real impact on operations and auditing.
Compatibility
- GLPI: 10.0+ and 11.0+
- Plan: PAID
- Plugin: NexTool 3.x+
Next step
Ticket Flow is part of NexTool, an ecosystem of modules to expand GLPI without code customizations. Contact the team for a demonstration.
This content was produced with the assistance of artificial intelligence and reviewed by the Nextool Solutions team. Screenshots are from the real GLPI environment with the NexTool plugin.
