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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
96 lines
3.5 KiB
Markdown
96 lines
3.5 KiB
Markdown
# Skill: glpi-solve — Close Out a GLPI Ticket
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> Properly close out a completed GLPI helpdesk ticket. Completing the work is not
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> enough — the ticket **status must be set to "Solved"**, which is what triggers
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> GLPI's config-driven auto-close. Posting a resolution followup documents the work
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> but does **not** change status, so a ticket left at Solved-less status stays open.
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## When to use
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- Any time work on a GLPI ticket is finished and it should be closed out.
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- After posting a root-cause / resolution writeup as an `/ITILFollowup`.
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- During a cleanup sweep of tickets that are done in reality but still open in GLPI.
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## The rule (from Jason, 2026-07-20)
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**"Solved" is the correct terminal state to set — not "Closed."** GLPI is configured
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to auto-close Solved tickets after its delay. If you only post a followup and never set
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status, the ticket sits open (this bit us on the M2M #2607200002 and Brad tickets, which
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Jason had to mark Solved by hand).
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Close-out = **followup (optional but preferred) + set status to Solved.**
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## GLPI status IDs
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| ID | Status | |
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| ----- | --------------------- | -------------------------------------------- |
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| 1 | New | |
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| 2 | Processing (assigned) | |
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| 3 | Processing (planned) | |
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| 4 | Pending / Waiting | |
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| **5** | **Solved** | ← set this on close-out |
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| 6 | Closed | ← happens automatically; do not set manually |
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## Procedure
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### 1. Get a session token
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```bash
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SESSION=$(~/.config/mosaic/tools/glpi/session-init.sh -q)
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source ~/.config/mosaic/tools/_lib/credentials.sh && load_credentials glpi
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```
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### 2. (Preferred) Post the resolution followup
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Use the **top-level `/ITILFollowup` endpoint** — the `/Ticket/<id>/ITILFollowup`
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sub-resource returns permission errors even as Super-Admin (known GLPI quirk).
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```bash
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TICKET_ID=<id>
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curl -sk -X POST "${GLPI_URL}/ITILFollowup" \
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-H "App-Token: $GLPI_APP_TOKEN" \
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-H "Session-Token: $SESSION" \
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-H "Content-Type: application/json" \
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-d "{\"input\":{\"itemtype\":\"Ticket\",\"items_id\":${TICKET_ID},\"content\":\"<resolution summary>\"}}"
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```
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### 3. Set status to Solved (the step that actually closes it out)
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```bash
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curl -sk -X PUT "${GLPI_URL}/Ticket/${TICKET_ID}" \
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-H "App-Token: $GLPI_APP_TOKEN" \
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-H "Session-Token: $SESSION" \
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-H "Content-Type: application/json" \
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-d "{\"input\":{\"id\":${TICKET_ID},\"status\":5}}"
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```
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Expect HTTP 200/201. GLPI will auto-close it later per its config — leave status at 5.
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### 4. Verify
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```bash
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curl -sk "${GLPI_URL}/Ticket/${TICKET_ID}?expand_dropdowns=true" \
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-H "App-Token: $GLPI_APP_TOKEN" -H "Session-Token: $SESSION" \
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| jq '{id, name, status}'
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```
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`status` should read `Solved` (or `5`).
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## Optional: sweep for done-but-open tickets
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List tickets still open (New/Processing/Pending) to spot ones whose work is actually
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finished but were never marked Solved:
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```bash
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~/.config/mosaic/tools/glpi/ticket-list.sh -s processing -f table
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~/.config/mosaic/tools/glpi/ticket-list.sh -s pending -f table
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```
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Review each; for any that are genuinely resolved, run steps 2–3.
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## Guardrails
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- Read-only until you intend to close — confirm the ticket is actually done first.
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- Never echo the GLPI app/user/session tokens.
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- Set **Solved (5)**, never Closed (6) — auto-close owns that transition.
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