Ticket Rules
The ticket fills itself in - and cannot be closed half-done
Standardising service in GLPI usually comes at a price: either you rely on the discipline of whoever opens the ticket, or you build a web of business rules that is hard to maintain. Ticket Rules solves both sides with configuration in the most natural place - the ITIL category itself.
LicensedGLPI 11 and 12
Features
Each category gets a Categorisation tab: set type, urgency, impact, priority, location, response and resolution SLA, technician group, technicians, watchers, assets, approval templates and task templates, which create the service tasks on the ticket right away. When the ticket is opened (or when the category changes; you choose the moment), everything is applied at once. A category with no configuration starts disabled, so nothing changes until you decide.
On the other side are the service rules and mandatory fields, all optional and off by default: require a category before interacting, keep a single technician or group assigned, and block the resolution until technician, location, duration or a minimum description are filled in. Validation happens on the server, not as a warning you can ignore. The rules apply to whoever handles the ticket: automations, approvals, workflows and integrations stay free. If you use the Escalade plugin, you can import its escalation history with one click, without losing the tickets' journey.
How it works
Step 1
Configure a category
Open an ITIL category and use the Categorisation tab to define what should be filled in automatically. Choose whether the rule applies on creation, on category change or both.
Step 2
Enable the rules that fit
On the Features tab, switch on only the mandatory fields and service rules your operation requires. They all start disabled, so nothing is imposed without your decision.
Step 3
Apply at scale
Use the bulk action on the category list or the CSV import, with a prior dry run, to configure dozens of categories at once.
See it in action
A quick tour of what the plugin does in practice.
Video demo coming soon.
Image gallery
Screenshots for this section are coming soon.
Start using Ticket Rules
View available plans or read the full article about this module.