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GLPI helpdesk workflow skills written against the portable tools/glpi/ tooling (session-init.sh, ticket-list.sh, ticket-create.sh), cross-linked via [[glpi-*]]: - glpi-solve — close a ticket by setting status Solved (5); GLPI auto-closes - glpi-followup — add a followup via the top-level /ITILFollowup endpoint - glpi-sweep — read-only hunt for done-but-open tickets needing Solve - glpi-list — query tickets by status/recency - glpi-create — open a new ticket Core rule encoded: completing work means setting status Solved, not just posting a resolution followup (a followup documents; only Solved auto-closes). Note: illustrative examples in the bodies are USC-flavored (M2M / helpdesk ticket numbers) and can be genericized in review if preferred. Co-Authored-By: Claude Opus 4.8 <noreply@anthropic.com> Claude-Session: https://claude.ai/code/session_019GjBgrb9tHgvq414Fqj37c
57 lines
1.8 KiB
Markdown
57 lines
1.8 KiB
Markdown
# Skill: glpi-followup — Add a Followup to a GLPI Ticket
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> Post a followup (comment / progress note / resolution writeup) to a GLPI ticket.
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> This documents work but does **not** change the ticket status — to close a ticket
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> out, follow with **[[glpi-solve]]** to set status to Solved.
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## When to use
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- Recording progress, a decision, or a root-cause/resolution note on a ticket.
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- The documentation step that usually precedes closing a ticket out (`glpi-solve`).
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## Critical quirk
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Use the **top-level `/ITILFollowup` endpoint**, NOT `/Ticket/<id>/ITILFollowup`. The
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sub-resource path returns permission errors even with a Super-Admin profile.
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## Procedure
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### 1. Session + creds
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```bash
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SESSION=$(~/.config/mosaic/tools/glpi/session-init.sh -q)
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source ~/.config/mosaic/tools/_lib/credentials.sh && load_credentials glpi
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```
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### 2. Post the followup
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```bash
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TICKET_ID=<id>
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CONTENT="<the followup text>"
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curl -sk -X POST "${GLPI_URL}/ITILFollowup" \
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-H "App-Token: $GLPI_APP_TOKEN" \
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-H "Session-Token: $SESSION" \
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-H "Content-Type: application/json" \
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-d "$(jq -n --argjson id "$TICKET_ID" --arg c "$CONTENT" \
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'{input:{itemtype:"Ticket", items_id:$id, content:$c}}')"
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```
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Expect HTTP 201. Building the payload with `jq` keeps quotes/newlines in the content safe.
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### 3. Long or multi-paragraph content
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Write the note to a file first, then read it into the payload:
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```bash
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curl -sk -X POST "${GLPI_URL}/ITILFollowup" \
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-H "App-Token: $GLPI_APP_TOKEN" -H "Session-Token: $SESSION" \
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-H "Content-Type: application/json" \
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-d "$(jq -n --argjson id "$TICKET_ID" --rawfile c /path/to/note.md \
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'{input:{itemtype:"Ticket", items_id:$id, content:$c}}')"
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```
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## Guardrails
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- Never echo the GLPI app/user/session tokens.
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- A followup alone leaves the ticket open. If the work is done, run **[[glpi-solve]]** next.
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