Gapp Logo

Gapp Self-Service User Manual

Gapp: A new mobile client for GLPI

What is Gapp?

Gapp is a mobile GLPI app. Gapp is a project born from the need to provide an easy mobile access to GLPI, specially for end users, a.k.a. self-service.

How to setup Gapp

Gapp is easy to configure. You need to perform 2 steps:

  1. Server side: Enable your GLPI APi.
  2. Client side: Add your server config to the app.

Configuring GLPI

First thing you need is to enable API support on your GLPI. We have written a specific how-to regarding this issue. Please click on it and follo the instructions: How to setup GLPI API.

Configuring Gapp

Once GLPI is configured you need to download Gapp from Google Play.

Login Screen

  1. Click on the Settings button to enter setup screen.
  2. After setting it up add your user, as on your GLPI install.
  3. Add your password.
  4. Click on Login button.

And you are in!

Setup Screen

  1. Connection protocol: Choose your server’s protocol. http or https (recommended)
  2. Server Address: Add your server URL or IP. If your GLPI is not on the root webfolder, please add it here. For instance:

GLPI Server: http://192.168.1.100 - Server URL: 192.168.1.100

GLPI Server: https://myglpiserver.mydomain/helpdesk - Server URL: myglpiserver.mydomain/helpdesk

  1. Launch Demo Server: For you to test Gappwithout further setup, push on this setting. It will auto-setup and auto-login as a tech to our demo server. Please, bare in mind data added to this server will be reset periodically.
  2. Language: Here you can change the language in which the application is shown.

You can also find your Gapp version on the bottom of the screen.Go back to the previous screen by clicking on the top left arrow.

Gapp Screens

Learn what Gapp can offer you. Screenshots and explanations of each available option.

New Home Screen

This is the new home screen in Gapp.

  1. On the top left is the burger menu icon.
  2. On the top right is the Go to ticket button. If you click it will display a smaller window where you can write a ticket number to go to it in a fast way. You can have it on your GLPI by installing and activating YAGP.
  3. Quick access to all tickets where logged user is assigned to.
  4. This button will allow you to create a new ticket from the home screen.

Right now, there is plenty of free space unless you have a White Label version.

Main Ticket View

This is the main window in Gapp

  1. On the top left is the burger menu icon.
  2. On the top right is the filter menu.
  3. Now, on each card we have on top the ticket title.
  4. In the bottom left of each ticket, now we have a small icon telling us the ticket priority.
  5. In the top left we have a ticket status indicator. Just like GLPI:
    • New
    • Processing (Assigned)
    • Processing (Planned)
    • Waiting
    • Solved
    • Closed
  6. In the top right we have an indicator of the ticket type:
    • Orange for Incident
    • Blue for Request
  7. Also in the top right, next to the ticket type, we have the ticket number.
  8. Just below the ticket title appears the ticket last update.
  9. Finally there is a New ticket button.

All tickets are sorted using last update from newer to older.

Main Menu

  1. User.
  2. Logged Username.
  3. Current Profile. This will not be seen enabled for a one authorization user.
  4. Current Entity. This will not be seen enabled for a one authorization user.
  5. Quick access to all tickets where logged user is assigned to.
  6. Apart from the small yellow button we saw in the previous section, you can also create a new ticket from here.
  7. About. App version, links and contact. The usual stuff.
  8. Logout button.

Filters Menu

  1. Acces to Filter Menu, the screen is shown.
  2. Acces to Saved Searches you’ve previosly created in the desktop version of your GLPI.
  3. Like in the home screen, this button opens a window where you can write a ticket number and go to it in a fast way. You can have it on your GLPI by installing and activating YAGP.
  4. Fast ticket filters:
    • Your opened tickets (My tickets).
    • Tickets on which you are assigned as a technician (Assigned tickets).
    • All tickets that you may be able to reach based on your permissions (All tickets).
    • Your solved tickets pending approval of your solution (Tickets to close).
  5. Content filter allows you to make a text-based fast search on the ticket title or description.
  6. Sort tickets by:
    • Last update
    • Creation date
    • Priority
    • SLA due date
  7. Filter by ticket status.
  8. Filter tickets starting from a desired date.

Add ticket

Whether you click on new ticket from the home screen, the main menu or the yellow “+” icon in the main ticket view, this is the screen that will show up.

  1. The entity where you are creating the ticket.
  2. Ticket type. Request or Incident.
  3. Category of the ticket (optional).
  4. Location of the request/incident (optional).
  5. Title of the ticket.
  6. Description of the ticket.
  7. Document upload. You can choose either from your local files or take some photos with your phone’s camera (optional).
  8. Ticket creation with all the information you have previosly filled.

Gapp White Label allows making optional fields mandatory from the GLPI backend.

Ticket view

This is how you will see a ticket on Gapp:

  1. The entity where the ticket is located.
  2. Three small icons showing:
    • Number of the ticket and if it is a Incident(!) or a Request(?).
    • Ticket status.
    • Ticket priority.
  3. Dates related to the ticket. The creation date and the last update date.
  4. Approval status of the ticket.
  5. Request source of the ticket.
  6. Icons where you can fin the following information about the ticket:
    • Service levels.
    • Actors (users or groups).
    • Other tickets linked to this ticket.
  7. Title and description of the ticket.
  8. Ticket view selector. Right now there are 3 views:
    • Ticket - This view.
    • Processing - Conversation view.
    • Assets - Linked assets.
  9. Change ticket status.

Ticket view - Service Levels

Here you can see the ticket’s Service Levels.

  1. Button you have to click in “Ticket View” to see the Service Levels.
  2. TTO (Time to own).
  3. TTR (Time to resolve).
  4. Internal TTO (Internal time to own).
  5. Internal TTR (Internal time to resolve).

Ticket view - Actors

Here you can see the ticket’s actors.

  1. Button you have to click in “Ticket View” to see the Actors.
  2. Ticket’s Requesters.
  3. Ticket’s Observers.
  4. Ticket’s Assigned Technicians.

Ticket view - Linked Tickets

Here you can see the ticket’s linked tickets.

  1. Button you have to click in “Ticket View” to see the Linked Tickets.
  2. List of the tickets who the main ticket is son of.
  3. List of the tickets who the main ticket is parent of.

Ticket view - Processing

Like in a full-fledged GLPI you can find all the elements on a ticket.

  1. In every task, followup or solution, you will see first the following information:
    • Profile picture.
    • Creator.
    • Date.
  2. In a task you will see:
    • A small icon who tells you if the task is done or not.
    • The Task Assigned Tech.
    • Taks description.
    • Private lock (if logged as a tech).
  3. In a followup you will see:
    • Follow up description.
    • Private lock (if logged as a tech).
  4. Main ticket information:
    • Title of the ticket.
    • Description of the ticket.
  5. Ticket actions.

Ticket view - Items

Like in a full-fledged GLPI you can find all the items linked to a ticket.

  1. Ticket information (request/incident, number, status, entity).
  2. Item name.
  3. Item information.
  4. Item inventory number.

Ticket view - Item Raw Info

From the list of items in the ticket view, the raw information of the item can be accessed by clicking on “See raw info” in the menu shown above.

  1. Item name.
  2. Item raw information:
    • Item id.
    • Entity id the item is stored in.
    • Item name.
    • Serial number.
    • Last modification date.
    • Ticket TCO.
    • Creation date.

Ticket Actions

If you push the yellow button in the bottom-right in Ticket Process view you will see.

  1. Add a new solution.
  2. Add a new task.
  3. Add a new followup.
  4. Close this menu.

Add a Follwoup

  1. Ticket information (request/incident, number, status, entity).
  2. Formatting options for followup description.
  3. Followup description.
  4. Properties. You can choose to send a private followup if logged as technician.
  5. Documents upload area. You can see a counter of uploaded documents. You can also upload photos directly from your smartphone camera in addition to your local files.
  6. Add ticket followup.

Add a Task

  1. Ticket information (request/incident, number, status, entity).
  2. Formatting options for task description.
  3. Task description.
  4. Properties. You can choose to send a private task if logged as technician. Also you can set the task status, category and set a timer.
  5. Documents upload area. You can see a counter of uploaded documents. You can also upload photos directly from your smartphone camera in addition to your local files.
  6. Add ticket task.

Add a Solution

  1. Ticket information (request/incident, number, status, entity).
  2. Formatting options for solution description.
  3. Solution description.
  4. Properties of the solution. 
  5. Documents upload area. You can see a counter of uploaded documents. You can also upload photos directly from your smartphone camera in addition to your local files.
  6. Add ticket solution.

Document Upload

Whether you are adding a task, a followup or a solution, this is the document upload menu.

  1. Choose a document from your local storage.
  2. Take a photo with your device’s camera. Now you can take multiple photos in this new update of the Gapp.
  3. List of the chosen documents.
  4. Delete document button.
  5. Number of documents you are uploading.

Ticket Approvals - 1

When you create a approval request (only in the browser version of your GLPI) you will see in the ticket processing view:

  1. Validation requester.
  2. User or group you are requesting the approval from.
  3. Approval request description.
  4. Approve validation button.
  5. Refuse validation button.

Ticket Approvals - 2

Wether you approve or refuse a validation, this menu will pop-up.

  1. Icon showing whether you are making an approval or a rejection.
  2. Message of the approval or rejection. If you approve a validation request the message is optional, but in a rejection is mandatory.
  3. Send approval or rejection button.

Ticket Approvals - 3

After you approve or reject a validation, it will look like this in the proccessing view.

  1. User who approved or rejected the validation request.
  2. Answer to the validation request.
  3. Validation requester.
  4. User or group you are requesting the approval from.
  5. Approval description.

Ticket Solution Approval

  1. Ticket information (priority, request/incident, number, status, entity).
  2. Refuse solution.
  3. Approve solution.
  4. Solution tech and date.
  5. Solution description.

Ticket Satisfaction

When a solution is approved, this will pop-up.

  1. Rating of the ticket solution (1 to 5 stars).
  2. Comments about the satisfaction.
  3. Send the satisfaction survey.