GLPI ITSM Connector

The connector developed by Wikit uses the GLPI API and allows apps to communicate with the GLPI solution, giving your users the ability to create and track their tickets.

Configuration

Field name	Format / Type	Required	Comment
GLPI instance URL	URL	✅	Base URL of your GLPI instance
Base URL for ticket viewing	URL	✅	URL used to build the direct link to a ticket from the chat
Application token	Token	✅	app_token generated in Configuration / General / API for the Client-Wikit client
User token	Token	✅	API token generated for the WIKIT user, with the Service-Wikit profile (see Setup)
Type of tickets to create	Value list	✅	GLPI ticket type created when a user submits a request from the chat
Type of tickets to retrieve	Value list	➖	Filter on the type of tickets retrieved when looking up tickets from the chat
Status of tickets to retrieve	Value list	➖	Filter on the status of tickets retrieved when looking up tickets from the chat
Default category	Identifier	➖	GLPI category applied by default to created tickets if no categorization is provided
Account ID	Identifier	✅	Account identifier used to identify Wikit users in GLPI

💡 Fields marked ✅ are required for the connector to work.

Setup

In Configuration / General / API

• Enable REST API:

• Add an API client Client-Wikit

• Regenerate its Application token (app_token) (to be provided to Wikit)

In Administration / Profiles

• Create a Service-Wikit Profile as follows:
  • Profile tab

- `Assistance` tab

- `Administration` tab

- `Configuration` tab

In Administration / Users

• Create a user with the identifier WIKIT, assign the previously created profile as their Default profile

• Regenerate its API Token
• It will also be necessary to assign an authorization on the Service-Wikit profile recursively as below

• Then modify the Preferences of the created user

In Configuration / Dropdowns / Request Sources

• Create a request source Chatbot

How the Connector Works

Ticket Creation

From the Wikit Semantics chat, users can create a GLPI ticket of the type configured in the Type of tickets to create field. The ticket is created via the GLPI REST API using the WIKIT service account and the Chatbot request source configured previously.

Ticket Lookup

Users can also look up their existing tickets from the chat. The connector queries the GLPI API and returns the tickets matching the configured type (Type of tickets to retrieve) and status (Status of tickets to retrieve).