97 lines
3.6 KiB
Markdown
97 lines
3.6 KiB
Markdown
# Skill: glpi-solve — Close Out a GLPI Ticket
|
||
|
||
> Properly close out a completed GLPI helpdesk ticket. Completing the work is not
|
||
> enough — the ticket **status must be set to "Solved"**, which is what triggers
|
||
> GLPI's config-driven auto-close. Posting a resolution followup documents the work
|
||
> but does **not** change status, so a ticket left at Solved-less status stays open.
|
||
|
||
## When to use
|
||
|
||
- Any time work on a GLPI ticket is finished and it should be closed out.
|
||
- After posting a root-cause / resolution writeup as an `/ITILFollowup`.
|
||
- During a cleanup sweep of tickets that are done in reality but still open in GLPI.
|
||
|
||
## The rule (from an operator, 2026-07-20)
|
||
|
||
**"Solved" is the correct terminal state to set — not "Closed."** GLPI is configured
|
||
to auto-close Solved tickets after its delay. If you only post a followup and never set
|
||
status, the ticket sits open (this bit us on a real incident where resolution followups
|
||
were posted but status was never advanced, leaving tickets open, which the operator had
|
||
to mark Solved by hand).
|
||
|
||
Close-out = **followup (optional but preferred) + set status to Solved.**
|
||
|
||
## GLPI status IDs
|
||
|
||
| ID | Status | |
|
||
| ----- | --------------------- | -------------------------------------------- |
|
||
| 1 | New | |
|
||
| 2 | Processing (assigned) | |
|
||
| 3 | Processing (planned) | |
|
||
| 4 | Pending / Waiting | |
|
||
| **5** | **Solved** | ← set this on close-out |
|
||
| 6 | Closed | ← happens automatically; do not set manually |
|
||
|
||
## Procedure
|
||
|
||
### 1. Get a session token
|
||
|
||
```bash
|
||
SESSION=$(~/.config/mosaic/tools/glpi/session-init.sh -q)
|
||
source ~/.config/mosaic/tools/_lib/credentials.sh && load_credentials glpi
|
||
```
|
||
|
||
### 2. (Preferred) Post the resolution followup
|
||
|
||
Use the **top-level `/ITILFollowup` endpoint** — the `/Ticket/<id>/ITILFollowup`
|
||
sub-resource returns permission errors even as Super-Admin (known GLPI quirk).
|
||
|
||
```bash
|
||
TICKET_ID=<id>
|
||
curl -sk -X POST "${GLPI_URL}/ITILFollowup" \
|
||
-H "App-Token: $GLPI_APP_TOKEN" \
|
||
-H "Session-Token: $SESSION" \
|
||
-H "Content-Type: application/json" \
|
||
-d "{\"input\":{\"itemtype\":\"Ticket\",\"items_id\":${TICKET_ID},\"content\":\"<resolution summary>\"}}"
|
||
```
|
||
|
||
### 3. Set status to Solved (the step that actually closes it out)
|
||
|
||
```bash
|
||
curl -sk -X PUT "${GLPI_URL}/Ticket/${TICKET_ID}" \
|
||
-H "App-Token: $GLPI_APP_TOKEN" \
|
||
-H "Session-Token: $SESSION" \
|
||
-H "Content-Type: application/json" \
|
||
-d "{\"input\":{\"id\":${TICKET_ID},\"status\":5}}"
|
||
```
|
||
|
||
Expect HTTP 200/201. GLPI will auto-close it later per its config — leave status at 5.
|
||
|
||
### 4. Verify
|
||
|
||
```bash
|
||
curl -sk "${GLPI_URL}/Ticket/${TICKET_ID}?expand_dropdowns=true" \
|
||
-H "App-Token: $GLPI_APP_TOKEN" -H "Session-Token: $SESSION" \
|
||
| jq '{id, name, status}'
|
||
```
|
||
|
||
`status` should read `Solved` (or `5`).
|
||
|
||
## Optional: sweep for done-but-open tickets
|
||
|
||
List tickets still open (New/Processing/Pending) to spot ones whose work is actually
|
||
finished but were never marked Solved:
|
||
|
||
```bash
|
||
~/.config/mosaic/tools/glpi/ticket-list.sh -s processing -f table
|
||
~/.config/mosaic/tools/glpi/ticket-list.sh -s pending -f table
|
||
```
|
||
|
||
Review each; for any that are genuinely resolved, run steps 2–3.
|
||
|
||
## Guardrails
|
||
|
||
- Read-only until you intend to close — confirm the ticket is actually done first.
|
||
- Never echo the GLPI app/user/session tokens.
|
||
- Set **Solved (5)**, never Closed (6) — auto-close owns that transition.
|