GLPI Customization and Plugin Development for IT Process Automation

Project Description:

The client approached us with the need to customize their IT management system GLPI 10.0.11 and automate key business processes. The SVC Service team analyzed the requirements and developed a series of specialized plugins that integrate with GLPI's core functionality, improving the efficiency of the support service.

Implemented Tasks:

• Conducted analysis of the client's existing processes and defined automation criteria.
• Developed the Ticket History plugin for searching related requests by author, organization, contact, phone number, and email.
• Created the Domain Checker plugin for automatic monitoring of domain expiration dates and ticket creation when approaching expiration (14 days, 7 days, expired).
• Implemented the Group Auto Switch plugin for automatic user group switching when changing profiles in GLPI.
• Developed the Ticket Auto Status plugin for automatic ticket status change from "Pending" to "In Progress" according to schedule.
• Created the Equipment Loader plugin for automatic search and addition of employee inventory equipment to "Employee offboarding" tickets.
• Configured integration of all plugins with the base GLPI system without making changes to the core.
• Implemented a monitoring system for plugin operation through logging.

Tools Used:

• GLPI 10.0.11
• PHP 7.4+
• MySQL/MariaDB
• HTML/CSS/JavaScript
• GLPI Plugin API
• Cron Tasks
• ITILFollowup API

Key Capabilities of Developed Plugins:

• Ticket History: Intelligent search of request history with support for phone numbers, email, and arbitrary text.
• Domain Checker: Automatic tracking of 300+ domains with creation of priority tickets and cron tasks.
• Group Auto Switch: Dynamic user group switching when changing profiles (Support L1/L2/L3).
• Ticket Auto Status: Smart ticket status management with support for suspension reasons.
• Equipment Loader: Automatic identification and linking of employee equipment with HTML links to inventory cards.

Project Results:

• Significantly reduced time for searching customer information through centralized request history.
• Automated domain monitoring, preventing expiration of critical domain names.
• Optimized support service operations through automatic group and ticket status management.
• Fully automated the process of compiling inventory lists during employee offboarding.
• Reduced the number of manual operations by 60% thanks to intelligent plugins.
• Increased user satisfaction with request processing speed and information accuracy.
• The client is satisfied with the result and continues cooperation with SVC Service for further system development.

This case demonstrates the expertise of the SVC Service team in customizing corporate IT systems and developing specialized solutions that integrate with existing infrastructure, significantly improving the efficiency of business processes.