GLPI (tickets)

What the connector does

TechWatchAlert opens a ticket in GLPI's Assistance › Tickets, from an alert's page or through a workflow, through the REST API (GLPI 9.5 to 11) or the GLPI 11 high-level API. Urgency, impact and priority follow the case's decision. The ticket status is re-read regularly: a resolved ticket moves the case to “Fixed”, to be confirmed by the inventory.

What comes into TechWatchAlert

• One ticket per CVE and per project, with severity, EPSS, exploitation, component, fixed versions, a to-do list and a link to the alert
• The entity, ITIL category, requester, assigned group and type (incident or request) of your choice
• Urgency, impact and priority, derived from the case's decision
• The status in the case: ticket solved, the case moves to “Fixed”, pending verification; ticket rejected, you are offered an exception
• Optionally, a solution added to the ticket once the fix is verified

Setup

1. In GLPI, enable the API and create a dedicated account whose profile can create tickets, followups and solutions in the chosen entity
2. In the project settings, Integrations › Ticketing tools, add GLPI: REST API (app token and API token) or GLPI 11 API (OAuth client and service account)
3. “Test and save”: the test checks the connection, the account and access to the target without creating anything in GLPI