Three main reasons why calls are not resolved are: authorization issues, incorrect information, and lack of details. (J.D. Power) These challenges are a daily burden for support teams, leading to delays, inefficiencies, and frustrated customers. However, with a system like GLPI, managing the ticket lifecycle becomes easier, turning challenges into solutions.
Support teams face a lack of information in tickets, too many points of contact when tickets are opened, and many email threads regarding the same issue, making it harder to know the current status of work—not to mention large teams where multiple people work on the same ticket without being aware of others’ efforts.
Additionally, teams complete work on a ticket without proper approval of a solution, and three weeks later, the customer reports that a ticket wasn’t resolved—even though the service team thinks it was. Even incorrect authorization policies can leave a ticket unresolved or poorly resolved.
A computer that faces the same problem every week or every month could be replaced by a better solution if the team knew it was a recurring incident.
Issues like these are constant in support departments.
Assets face problems, and support staff would like to know a model or history of an asset they are working with—it's like a medical record for a patient.
If a doctor knows a patient's medical history, including past illnesses and treatments, the current consultation and prescription will be more accurate. In hospitals, we have a medical record for a patient. In GLPI, a ticket can be this medical record for issues and, when integrated with automatic inventory updates, a medical record for assets.
Using the same hospital example, when you first arrive at the hospital, the emergency team knows exactly the steps to ensure you receive proper support.
In Brazil, it's like this—when it’s not a huge emergency:
- Registration: You fill out an initial record – ticket forms
- Triage: You’re directed to preliminary screening with a nurse – business rules for tickets or escalation
- Vitals and symptoms: Basic vitals are taken by the same nurse (blood pressure, body temperature, and symptoms) – follow-up templates
- Risk classification: This triage gives you an urgency classification – also called risk classification in hospitals – business rules for tickets
- Different SLAs are applied based on this same classification – Incident resolution time in GLPI
- Referral to specialist: Patients are directed to a specialist based on symptoms – Escalation levels in GLPI
What first-level staff do not handle are other processes after this initial triage.
When doctors have access to your medical file, they work with the triage info and additional info provided during the consultation. There are no post-its or extra calls to the triage team. The doctor’s job is now to follow the next steps based on the available information.
The incident management process is almost the same. I often say service management applies to all departments that receive input and must provide output, whatever it may be.
GLPI in action
When a person or asset faces an issue, they submit a request manually or automatically to indicate they need help—whether it’s to add new features to a service or fix something in a functional service.
The process in GLPI would look like this:
- Problem reporting: The issue is reported using a custom form that collects important information for technical staff
- Triage and classification: GLPI forwards it automatically to a triage team or uses automated business rules for tickets to assess and classify priority and SLA
- Impact analysis: An SLA and impact analysis trigger actions so the ticket gets noticed by the right people
- Team assignment: The incident is forwarded to the most appropriate team to resolve it based on required expertise
- This can be automated with business rules in GLPI
- Transparency: The most important part—everything is transparent. The client and all teams working on the ticket have or will have access to this “medical file” or ticket timeline in GLPI
There are some extras:
- Templates for follow-ups, tasks, and solutions: Tickets are usually not linked to patients—could they be? You can search for solutions or use templates to add tasks, follow-ups, or ask questions to clients for a faster and easier service management process.
- Knowledge base: Other solutions can also be searched and applied to new tickets
- Custom follow-ups and pending reasons: The ticket is on hold due to a need for requester information, so the service team would appreciate adding pending reasons so others know why it’s been on hold so long.
- Validation requests: The service team might need additional approval for adding features or repairing assets due to investment needs, security layers, or validations. In GLPI, you can request validation without leaving the tool and again, log everything in the same “medical file.”
GLPI gives managers meaningful insights
- Identify trends: Managers can discover the most requested features or most problematic assets, enabling proactive decision-making.
- Plan for the future: Managers can use dashboards to assess recurring incidents and plan replacements or upgrades for high-maintenance assets.
- Measure success: Reports are constantly used to evaluate team performance and optimize processes.
GLPI changes how the ticket lifecycle is managed by addressing the major challenges support teams face daily. From automated workflows to centralized and powerful timelines, ensuring transparency and collaboration every step of the way.
See how you can experience the same transformation for yourself.
