Assistance module allows users to create, follow and process tickets. Plannings, statistics and recurrent tickets are also available.
Depending on profile permissions, it is possible as well to create, follow and process problems and changes.
GLPI assistance module is compliant with ITIL best practises guide and integrates therefore some fields normalization. However, following ITIL best practises is recommanded but not mandatory and it is perfectly feasible, thanks to module’s flexibility, to implement an assistance service tailored to the organization’s needs.
- Defining actors and roles
- Matrix of calculus for priority
- Manage problems
- Manage changes
- Life cycle matrix
- Managing plannings
- Display statistics
Tickets, Changes and Problems can be viewed globally in a Kanban view. For more information about the Kanban feature, please refer to the full documentation.