Gapp 3 & GLPI 11: The perfect match for mobile service management
Roughly 7 months after the last GApp big release and almost 6 months after the last GLPI major, the amazing GLPI 11, GApp 3 marks a fundamental shift in our philosophy: moving closer to the core, simplifying the interface, and empowering teams with better data visualisation and usage. This version isn’t just an update; it’s a rebuild of how GApp handles your most critical service management workflows at your fingertips.
Did you know it’s pronounced G-App? But feel free to call it GAP, after all, it’s designed to bridge the gap between GLPI and your smartphone.
About Gapp 3
Just in case you didn’t know, GApp is the longest-running GLPI mobility solution on the market. When I look back at where we started in 2019 with a tiny team and compare it to where we are now, it’s been quite a journey!
Before we dive into the new features, here is a quick clarification on the Gapp ecosystem:
- GApp (a.k.a. Gapp Self-Service) is our free GLPI client for Android. To get it running, you’ll need Gapp Essentials as your backend companion plugin. Both are freely available on the Google Play Store and the GLPI Plugins Marketplace, respectively.
- GApp White Label is the full-fledged, custom-built mobility solution tailored for each organisation. Available for both Android and iOS, it requires Gapp eXtended as its powerful companion plugin—and no, they aren’t sold separately! 🙂 GApp White Label integrates with more than 10 plugins, offering features far beyond those of standard GLPI. From Clock-in / clock-off and technician geolocation to intervention sheet generation, digital signatures, and secure password access, these are just some of the awesomic enhancements provided by the TICGAL plugin ecosystem.
A fun fact about GApp
Did you know that of our more than 7,000 users worldwide, a full one-third are based in Brazil? It’s incredible to see such a dedicated community. What can we say?
Adoramos a comunidade GLPI do Brasil 🇧🇷
Without further ado, let’s see what’s new in the latest version.
GApp Self-Service features
Login screen redesign
First impressions matter. The login screen has been modernised to provide a cleaner, more professional entry point into the GApp ecosystem.
Friendly reminder, SSO is only supported by the Gapp White Label edition
Ticket timeline visual refresh
We’ve applied a fresh visual layer to the ticket processing interface. By reducing clutter and emphasising the most important data fields, we’ve made it easier for technicians to work in high-pressure environments.
Change timeline visual refresh
Same for changes 😉
GApp White Label exclusive features
The shift to native forms: Say goodbye to FormCreator
The most significant architectural shift in Gapp 3 is our transition to Native Forms. We have officially retired support for Formcreator, a.k.a. the plugin-dependent era, in favour of GLPI’s native form engine.
This transition delivers superior performance because forms are now native. It also ensures absolute consistency, meaning your mobile forms now mirror your desk experience perfectly for a seamless transition from office to field. By removing the dependency on external plugins, other than our GApp Xtended mandatory backend plugin, the entire submission process is now more stable and robust than ever.
Self-Service screen redesign
The entry point for your users has been completely reimagined for a more intuitive experience. This new screen prioritises the actions users take most often, significantly reducing clicks and accelerating the overall speed of service requests.
While we used to call this the Self-Service screen, that name is officially retired in this version. In fact, calling it Self-Service now feels a bit like calling a smartphone a PDA (yes, I’m that old); it’s a relic of the past that no longer quite fits the GApp Self-service edition. Moving forward, this should be known as the Service Catalogue, a title that reflects the organised, high-performance power it puts in your users’ hands.
GLPI projects in your pocket: The new kanban view
Managing projects on a mobile device has always been a challenge, until now. GApp 3 introduces a high-level, organised perspective for your projects.
- Global & Project Views: View all projects across the organisation or drill down into a specific one.
- Read-Only (currently): This powerful tool is perfect for checking project health while on the move.
- APM–compatible: Just in case you were wondering, yes, it supports our Agile Project Management kanban, too.
And last but not least Kanban is our first horizontal view!
Satisfaction surveys … for Changes!
Surveys were already available. Feedback is the lifeblood of improvement. You can now trigger and complete satisfaction surveys for Changes, ensuring your quality of service is tracked across the entire ITIL lifecycle.
Knowledge Base deeplinks
You know, when a colleague shares a link to our KB, I’m tired of having to open a browser. Not anymore. Now, documentation is more accessible. KB articles support deep links, allowing you to share specific articles that open immediately within the app for other users.
Waypoints: Advanced geolocation
For teams requiring precise field tracking, Gapp 3 introduces a new continuous tracking feature, with two different modes:
- Per task tracking: Standard background geolocation for travel activity linked to ticket tasks.
- Continuous Geolocation: A continuous tracking mode, to register every location a tech has been on in their daily activity.
Biometric security: Fingerprint & face detection
Security meets convenience in the Passwords module. We have integrated full biometric protection, allowing users to secure their stored credentials with both Fingerprint and Face detection. (If you haven’t seen the facial recognition option yet, it might just be time to dive into your phone’s settings! :P)
Between us, I still don’t entirely trust my face to hold the keys to the kingdom, but the option is there for those of you already living in the future. Regardless, it adds a vital, frictionless layer of protection to your most sensitive data.
New engagement indicator
Transparency drives performance. GApp 3 now surfaces Engagement employee levels, the critical ratio of justified working time versus total clocked-in time, letting users monitor their productivity in real-time.
Feature matrix
For your convenience, I have gathered the key features of GApp 3 and their availability across the different app versions in the following table:
| Feature | Plugin/core | Self-Service | White Label |
|---|---|---|---|
| Login screen redesign | GApp UI | ✅ | ✅ |
| Ticket timeline refresh | GApp UI | ✅ | ✅ |
| Change timeline refresh | GApp UI | ✅ | ✅ |
| Self-Service interface redesign | GApp UI | ❌ | ✅ |
| GLPI 11 Native forms | GLPI Core | ❌ | ✅ |
| Kanban view (Read-Only) | GLPI Core | ❌ | ✅ |
| Satisfaction (Changes) | GLPI Core | ❌ | ✅ |
| KB Deep Links | GLPI Core | ❌ | ✅ |
| Waypoints (By task) | Waypoints | ❌ | ✅ |
| Waypoints (Continuous) | Waypoints | ❌ | ✅ |
| Biometric 2FA | Passwords | ❌ | ✅ |
Known limitations
- Creating GApp self-service required a massive engineering effort to build custom endpoints. Even with AI help, it was a grind—the TICGALTeam is currently recovering from the feature-fever, but the result is worth every line of code! 😛
- Genericity, AKA Custom Assets, is not yet supported.
- The new satisfaction survey templates are not yet supported.
Thank you!
A huge thank you goes out to the dedicated community of beta testers and the incredible number of translators who help us break down language barriers. If you’d like to have GApp in your language, you can find our project at Localazy.
We are especially grateful to our Gapp White Label clients for their continued trust in our vision, and most importantly, to our feature sponsors. Your support is the engine behind GApp‘s evolution, allowing us to push the wide boundaries of GLPI and deliver the high-impact features you need.
A final word
It has been a long road, and a lot goes on behind the scenes. Most of the story remains classified—unless I want men in black descending from helicopters!
However, let’s focus on the breakthrough: we have delivered a public mobile client for GLPI that redefined what’s possible. For the first time, a GLPI project is truly viewable on a mobile device. We have enhanced field engineer tracking and built the best mobile companion for your GLPI, and we support the most recent version of GLPI: 11.
GApp 3 is about stripping away the additional information and focusing on what makes your service desk thrive: speed, compatibility, and clear communication. Whether you are tracking a technician via Waypoints or managing a project on the Kanban board, Gapp 3 is your most powerful field companion yet.
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