GLPI 11 Authorised substitutes: who validates in my absence?
You’ve been out of the office for a week. You return to a mountain of work, only to realise dozens of critical service requests have been stuck, waiting for your personal validation. Sound familiar?
In previous GLPI versions, there was no way to authorise another user to Approve or Reject your tickets. This could become a real problem when a colleague is away for a few days, or simply when the workload doesn’t give you a break.
But that’s history. With GLPI 11, authorised substitutes have a new native feature that solves this issue: delegation of validations.
Now you can leave a colleague in charge of your validations for as long as you need, without complications or surprises. Let’s see how.
Activating delegation
The configuration menu is easy to find:
My settings > Authorised substitutes.
From there, the user selects a substitute (who has validation permissions) and defines the time period during which delegation is active.
Once the designated period starts, the authorised user can validate the owner’s requests.
Validations during absence
During the delegation period, the substitute acts on behalf of the absent user, validating their requests without needing direct access to their account.
All actions are logged in GLPI, keeping full traceability and clearly showing who performed each validation.
In this example, the validation is requested from “carlos.cto.”
In the next image, the user “alex.it” is viewing the ticket, but since he was not authorised by “carlos.cto”, he cannot validate the pending request.
On the other hand, “laura.it” did authorise “alex.it”, so for the ticket where validation is requested, he can accept or reject it without any problem.
What if the user is deactivated?
Good question 😉
Yes, it still works!
You can validate on behalf of a deactivated user, as long as the substitute and validation were assigned before the user was deactivated.
In this example, we can see that the functionality behaves the same way even when the user is inactive.
First, we see how the original user authorised someone else to validate their tickets.
Then, even though the account is deactivated, validation is still possible because the substitute was already configured.
Finally, the ticket with the validation request shows that the substitute can accept or reject it without any hassle.
Notifications
When a validation request is created, the system automatically sends a notification to the user responsible for validating it.
This message includes the name of the requesting user and a description of the validation required.
If there’s an authorised substitute, they also receive a notification.
For example, in this case, the request is assigned to “laura.it” and her substitute “alex.it” is also notified.
When the request is approved by the authorised substitute, the delegating user receives a notification.
In our example, “alex.it” validates, but “laura.it” receives a message indicating that her substitute has approved or rejected the request.
If the delegating user is deactivated, the notification is still sent, just without an active recipient.
Not bad, right?
In conclusion, with this feature, GLPI 11 eliminates one of the biggest ticket management problems: validations blocked by absences.
Now you can go on vacation, attend training, or just disconnect, without worrying about leaving pending validations.
GLPI 11 ensures continuity, traceability, and peace of mind.
Or in other words: pack your suitcase and relax, your substitute has everything covered 😎.
Why the en_GB string uses a “z” on “Authorised” is another interesting mystery, but that’s a different story.
References
Related GLPI 11 articles:
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