Gapp. A GLPI App

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.

What is GLPI?

About Gapp

Gapp features

  • Ticket creation
  • File upload
    • On:
      • Ticket add
      • Followup add
      • Solutions add
      • As a GLPI document
    • From:
      • The camera
      • The gallery
  • Add Followups
  • Add and edit Tasks
  • Add solutions (using templates)
  • Solution approval
  • Ticket Satisfaction

Gapp Requirements

  • An Android 6+ smartphone. (Currently it is not optimized to be used in other devices, but we have tested on tablets and Android TV devices and it works).
  • A GLPI 9.3+ installation. In general, the newer, the better. (We have dropped 9.2. Please check the FAQ)

Gapp Supported Languages

Gapp is translated into:

  • English
  • Galician
  • Spanish
  • Portuguese (Brazilian)
  • French
  • Russian

Some of these languages are supported thanks to contributors.

You can help by adding new languages or fixing typos and other translation errors at the Gapp Poeditor project.

Do you want Gapp in your language?

Click here!

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 follow 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 wrench button to enter setup screen. Click here.
  2. After setting it up add your user, as on your GLPI install.
  3. Add your password
  4. Check Remember if you don’t want to be asked again for your login credentials
  5. 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
  3. Launch Demo Server: For you to test Gapp without 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.
  4. User manual: A link to this web page. 

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.

Main Ticket View

This is the main window in Gapp

    1. On the top left it 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. Ticket entity. This is only shown when tickets are on entities below the active one. A typical self-service user will never view this information.
    5. Some ticket description text to help us identifying the issue. Very often titles are not descriptive enough. 
    6. On the left there’s a coloured bar showing the ticket priority .Note that this colours will match the ones configured on your GLPI.
    7. On the bottom of every card we have 4 infos. First one is an icon for ticket type:
      • ? for Request
      • ! for Incident.
    8. Then we have another icon showing ticket status. Just like GLPI:
      • New
      • Processing (Assigned)
      • Processing (Planned)
      • Waiting
      • Solved
      • Closed
    9. Next to them appears the ticket number
    10. On the right we are showing last update
    11. Finally there is a New ticket button.

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

Main Menu

    1. Logged Username.
    2. Current Profile. This dropdown will be hidden for a one authorization user.
    3. Current Entity. This will not be seen enabled for a one authorization user.
    4. Recursivity slider. Enables or disables entities recursiveness.
    5. My tickets. Default view. Shows tickets where logged user is the requester.
    6. Assigned tickets. Shows tickets where logged user is the assigned tech. This is only shown if the user uses a standard ticket profile.
    7. All tickets. All tickets where the user is an actor. Useful to access tickets where the user is an observer, or a group where he/she belongs is a ticket actor.
    8. Pending approval. Filters tickets in Solved status. It has a red counter on the right, displaying the number of tickets. Think of it as a shortcut to approve or reject a solution.
    9. Plugins. Supported active plugins will be shown here. For instance: Gapp Essentials.
    10. User manual. A link to this page.
    11. About. App version, links and contact. The usual stuff.
    12. Logout buttom.

Filters Menu

    1. Reset filters
    2. Apply filters
    3. Ticket status filter.
      • Default filter is:
        • New
        • Processing (both)
        • Pending
      • Tip: Long pressing one status will disable all but the pressed one.
      • Don’t forget to apply the filter once selected.
    4. Date filter by last update

New Ticket

Choose if the new ticket will be an Incident or a Request:

    1. New Request
    2. New Incident
    3. Cancel ticket creation

Add Ticket

Choose if the new ticket will be an Incident or a Request:

    1. Shows if you have chosen a Request or an Incident. In case you have made a wrong choice, press the arrow in the top left corner and start again.
    2. Ticket entity
    3. Ticket category. If user has access to it.
    4. Ticket Title.
    5. Ticket Description.
    6. Add a photo taken from the camera or another file as a document on ticket creation.
    7. Added document number. Clicking on it you can manage added docs. It will show Max File size if you have Gapp Essentials installed.
    8. Add ticket.

Ticket view

This is how you will see ticket on Gapp:

    1. On the top bar, we have on the left Ticket Number and Entity.
    2. On the right an icon representing Ticket Status.
    3. Ticket title.
    4. Ticket description.
    5. Ticket actors, users or groups:
      • Requesters
      • Assigned (Techs)
      • Observers
    6. Ticket views selector. Right now there are 3 views:
      • Ticket - This view.
      • Assets - Linked assets
      • Processing - Conversation view.

Ticket view 2 - Assets

Assets linked to the ticket will be shown here:

    1. Item name
    2. Item type 

Ticket view 3 - Processing

Like in a full-fledged GLPI you can find 4 types of elements:

  • Followups
  • Tasks
  • Documents
  • Solutions

In this screenshot:

    1. Tasks. Top row shows:
      • On the left:
        • Task creator 
        • Task date
      • On the right:
        • Task status: Info, To do, Done.
        • Private lock (if logged as a tech)
    2. Task. Middle row: Shows Task Assigned Tech.
    3. Task. Bottom row:
      • Task description
      • Task duration
    4. Followups:
      • Followup creator
      • Followup date
      • Follow up description
      • Private lock (if logged as a tech)
    5. Documents:
      • Both file documents and web links documents are shown if you have the rights to do it.
    6. Add a Followup or a document.

Ticket Actions

At the conversation view (processing), you can:

  1. Add a task (Techs only)
  2. Add a solution (Techs only)
  3. Add a followup
  4. Add a document

 

Add a Followup

Like in a full-fledged GLPI you can find 4 types of elements, but we have added a few more:

  1. Ticket number, ticket type, current ticket status, and future ticket status, if changed by step 2 (Tech only)
  2. New ticket status. Press on it to cycle through available status (Tech only)
  3. Private followup lock (if logged as a tech)
  4. Followup description
  5. Add a photo taken from the camera or another file as a document on ticket creation.
  6. Added document number. Clicking on it you can manage added docs. It will show Max File size if you have Gapp Essentials installed.
  7. Add ticket followup.
  1.  

Add a task

Add task is only available for techs:

  1. Ticket number, ticket type, current ticket status, and future ticket status, if changed by step 2 
  2. New ticket status. Press on it to cycle through available ticket status 
  3. Task duration
  4. Private followup lock
  5. Task status.  Press on it to cycle through available task status 
  6. Task category
  7. Task description
  8. Add a photo taken from the camera or another file as a document on ticket creation.
  9. Added document number. Clicking on it you can manage added docs. It will show Max File size if you have Gapp Essentials installed.
  10. Add ticket task.

Add a Solution

Ticket solutions are base on Solution templates for two reasons:

  1. Solution types need more privileges than templates.
  2. It is easier for a tech to solve a ticket on premises using a template.

Options are:

  1. Choose a template
  2. Add a photo
  3. Add other document
  4. Cancel solution
  1.  

Ticket Solution Approval

  1. Solution tech and date
  2. Approve or reject buttons. If you reject a solution you must add a motive. (optional on approval).
  3. Solution description
  1.  

Ticket Satisfaction

After ticket approval a satisfaction survey will popup if it is triggered by GLPI. It is compulsory to set the satisfaction survey like this:

  1. Configuring the satisfaction survey: Internal Survey
  2. Create survey after: As soon as possible

Otherwise it will not be shown.

Gapp related articles

ERROR_LOGIN_PARAMETERS_MISSING connecting to GLPI API

Issue: Logging into your GLPI installation from Gapp (A GLPI app) is not possible due to this error message: parameter(s) login or user_token are missing; view documentation in your browser at http://yourglpi/apirest.php/#ERROR_LOGIN_PARAMETERS_MISSING Explanation:...

ERROR_APP_TOKEN_PARAMETERS_MISSING connecting to GLPI API

Issue: Logging into your GLPI installation from Gapp (A GLPI app) is not possible due to this error message: missing parameter app_token; view documentation in your browser at http://yourglpi/apirest.php/#ERROR_APP_TOKEN_PARAMETERS_MISSING Explanation: As for GLPI API...

You don’t have permission to perform this action – Gapp

Issue: You get a: You don't have permission to perform this action. Message when trying to save a task or a solution. Explanation: Gapp shows this message when your current user profile doesn't have permission to read any needed dropdown. Solution: There are two...

SSL Certificate error – Seems like there is an error with GLPI Server SSL certificate you are trying to access

Issue: Logging into your GLPI installation from Gapp (A GLPI app) is not possible due to this error message: SSL Certificate error - Seems like there is an error with GLPI Server SSL certificate you are trying to access Explanation: As for Android Java reference...

java.security.cert.CertPathValidatorException: Trust anchor for certification path not found

Issue: Logging into your GLPI installation from Gapp (A GLPI app) is not possible due to this error message: java.security.cert.CertPathValidatorException: Trust anchor for certification path not found Explanation: As for Android Java reference...

General questions

Are you related with GLPI or Teclib'?

We are Teclib’ partners since 2016 and modest contributors to the GLPI project.

All rights related to GLPI belong to Teclib’ as their editor.

Why do you call it Gapp Self-Service?

Every GLPI user wants a mobile app for GLPI. There were a few efforts in the past, but there are not working now.

Our initial idea was to give end-users (aka Self-service) an easy way to open a ticket everywhere. We truly think, we have developed a tool that delivers.

By adding the Self-Service flavor, we are exposing what you can expect from the app in its current state of development. 

I'm confused. Wasn't it called Gapp Self-service? Is this another application?

There’s only one app. Gapp. We call it Gapp Self-service because we didn’t want to disappoint anyone.

Announcing a GLPI app could lead you to think, you could actually work with GLPI from your smartphone.

This way we were announcing: “Hey, here you have a new app. It works with GLPI, but don’t expect more features than your Self-service users could use.”

With the feedback we were getting from our clients, and beta testers, we changed. The project evolved, and we evolved with the project. A plugin was released, many features added, and the name was misleading. So we removed the surname. Gapp it is (for the time being :).

Believe us, we changed so many times, we don’t know if we are reshaping, morphing or evolving. The fact is the implications involving those changes took the project to the edge. Fortunately, the rudder is back on our hands. Sorry for the mess 🙂

Is it going to be always free?

Gapp Self-Service will always be free.

Why is the app asking for camera and storage permissions?

The applications needs 1 permission to work, and a couple of them more to enhance user experience:

  • Internet access. This is quite obvious. Without it, it would not be possible accessing GLPI.
  • Camera. If you want to take a photo and upload it to a ticket, you must enable it. 
  • Storage. If you want to upload images or documents from your phone ot a a ticket, you have to enable it.
Are you going to add new features?
Gapp is under heavy development. Our roadmap covers:

  • Adding tasks. Done
  • Adding solutions. Done
  • Assign items

If you need a particular feature, and you would like to sponsor it, please drop us a line.

This is great, but my users don't know/want to configure Gapp

We get it. In fact, we have developed our own Gapp configured out of the box with our own logos and a few interesting settings:

  • Set request origin on ticket and followups
  • Set Ticket Categories
  • Set Locations
  • And more to come

You might think we are delivering a crippled free version. The explanation is quite different. Self-service users doesn’t have access to this kind of information via API. We are using another method to access it and show it in Gapp. This method involves some configuration on your GLPI and a customization in the app that makes it usable only for a particular GLPI install.

If you’re interested, please drop us a line.

Documentation is not up to date

We are well aware. Resources are limited. We decided to focus on releasing the app rather than documenting it. 

Documentation is only needed for initial configuration. Once the app is correctly setup, and you can access your server, it is pretty much straightforward to use.

If you are using GLPI, you should be familiar with the options and actions. However, If you are looking to start with GLPI, we can help you.

Are you building an IOS Gapp version?

It is on the roadmap. It doesn’t have a release date, though.

IOS development is more expensive than Android and will only start if it’s funded. Are you or your company interested, please drop us a line.

When logged out, the user and password are not remembered even when checked!

Gapp tries to replicate GLPI behaviour when possible.

GLPI uses the Remember checkbox to allow easier logging to the platform. Gapp does the same.

If you logout because you are testing the app, you don’t want to reuse the credentials. That’s why they are removed.

What happened to 9.2 support?

GLPI API started on 9.1, but it need it work. We though 9.2 would be OK to support. Recently some issues appeared on 9.2 API, that will take an extra effort to debug and fix. GLPI is continuosly evolving. 9.5 will soon be out.

It is free to upgrade. Just do it or hire someone to do it for you.

Wrapping up: It may work on 9.2, but it will not be supporte on release.

Known issues

I want to view images on my tickets but I can't!

This is a known API limitation. Self-service users cannot access the document list, nor other dropdowns like categories, locations, request origins, assets.

On a common application, It is not possible right now to let the user interact with these items.

We have developed a new plugin to overcome the ticket document access annoyance: Gapp Essentials

However, it is possible to create a custom application for your organisation, where all this information is available:

  • Custom corporate identity
    • Custom name
    • Company logo
    • Company colours
  • Preconfigured settings.
    • No server setup. Works with user and password.
    • Custom ticket origin. Track how many tickets and followups are performed using Gapp.
    • On ticket creation:
      • Add category
      • Add location
      • Add assets

If you want it. Please, contact us

Satisfaction doesn't show on GLPI below 9.4

There is this funny known bug related to satisfaction management, called I can’t get no satisfaction (yep, like the Rolling Stones hit :)), that doesn’t allow Gapp to deliver satisfaction on LPI versions below 9.4.

You will need to either upgrade your GLPI or hire someone to do it for you. We might suggest a company 😉

Gapp returns an error!

First of all. Don’t panic! 🙂

Are you using the latest version? Please check.

Error keeps showing? We have few options here:

  1. Please send the Android report. Some manufacturers just send them without users interaction, while others ask for user permission. Error reporting is welcome, as it will help us make a better Gapp.
  2. Check our Gapp KB. We might have a solution for that particular error.
  3. If it is not in the KB please report it using:

Bear in mind we cannot support every setup. This is one example we’ll keep for future reference.

If you really need the app, or need anything related with GLPI, we can support you professionally

Self-service users cannot add a category on ticket creation

This is a know limitation. GLPI API doesn’t allow access to dropdowns. We can overcome this limitation by developing a custom solution for your GLPI installation. If you are interested please contact us.

 

 

 

 

 

 

 

 

 

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