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

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).

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)

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

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:

~/.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.

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