Problem Flow

Automated ITIL Problem Management in GLPI

Problem Flow implements the ITIL Problem Management process in GLPI in an automated way. The plugin monitors incident volume by category, service or configuration item and, when a recurrence threshold is reached, automatically creates a Problem record linked to the related tickets.

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Features

Automatic detection of recurring incident patterns

Automatic ITIL Problem creation when threshold is reached

Automatic linking of related tickets to the Problem

Configurable thresholds by category, service and period

Root cause analysis integrated into the GLPI workflow

Solution propagation from Problem to linked incidents

How it works

Step 1

Configure the detection rules

Define the criteria: after how many incidents of the same category, within which period, a Problem should be automatically created.

Step 2

Continuous monitoring

Problem Flow continuously analyses open tickets, counting incidents by category and comparing against the defined thresholds.

Step 3

Problem created automatically

When the threshold is reached, the plugin creates the Problem in GLPI, links the related incidents and notifies the responsible team.

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