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GLPI

The helpdesk of your company. An admin configures GLPI one time. Then each person connects their own account.
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GLPI is an open-source helpdesk and inventory system. The official documentation is at help.glpi-project.org. The Gateway speaks with the GLPI of your company through its API. The assistant acts with your GLPI account: it sees the tickets that your profile sees and writes in your name.

What the assistant does

With read onlyWith read and write
Searches tickets by text and status. Reads a ticket with the requesters, the assignees, the follow-ups and the solution. Searches knowledge-base articles and reads an article. Searches users. Shows who you are in GLPI.All of the read part. Opens tickets. Adds a follow-up, public or private. Adds a solution. Changes title, status, urgency or priority. Assigns a ticket to a user or to a group.

The assistant does not delete tickets. What it writes appears in GLPI with your name.

Step 1: the admin configures GLPI (one time)

In Connections, on the GLPI card, click Configure. Enter the GLPI address (for example https://glpi.yourcompany.com). Then select one of the two options, or both:

Needs GLPI 11 or later. Each person signs in to GLPI with their own login and approves Basement.

  1. In GLPI, open Setup → General → API and turn on Enable API.
  2. Open Setup → OAuth clients → Add. Name: Basement. Grants: Authorization code. Scopes: api and user. Click Add URI and paste the address that the Gateway shows on the screen.
  3. Save. Copy the Client ID and the Client secret to the Gateway.

Click Save. The Gateway tests the address immediately.

Step 2: each person connects their own account

In Connections, on the GLPI card, click Connect my account.

  • Sign in with GLPI: the Gateway opens your GLPI. Sign in with your login and approve Basement. Done.
  • API token: in GLPI, open My settings and find API token (under “Passwords and access keys” or “Remote access keys”). Select Regenerate, save and copy the token. Paste the token in the Gateway.

The card shows Connected. Your agents now use GLPI with your profile.

Example questions

  • “Which tickets are open in my name?”
  • “Summarize ticket 4821 and the follow-ups.”
  • “Is there a knowledge-base article about the VPN password reset?”
  • “Open a ticket for the Infra group: ‘File server slow since yesterday’, high priority.” (needs read and write)
  • “Add the solution on ticket 4821: ‘Service restarted at 10:00’.” (needs read and write)

If it does not work

MessageWhat to do
”An admin must configure GLPI first”Ask an admin for step 1.
GLPI does not accept the sign-inCheck the GLPI version (11 or later for Sign in with GLPI) and that Enable API is on.
The token does not workMake a new token in My settings and paste it again. Check that Enable login with external token is on.
The assistant does not see a ticketYour GLPI profile does not see that ticket. The assistant sees the same as you.
A write answers “not permitted”Your access level has read only in GLPI. Ask the admin for a level with write.