Ticket Lifecycle

Flow

End User creates ticket in GLPI
  → GLPI Webhook #1 fires
  → WF A: AI classifies & assigns ticket
  → Agent reviews & approves/rejects
  → GLPI Webhook #2 fires
  → WF B: Scope doc + ClickUp task created
  → Work performed
  → Agent resolves ticket
  → End user closes ticket

For Project Tickets

Project tickets follow the extended approval chain:

New Project Ticket
  → WF C: Solution doc generated, DTO group assigned
  → DTO member self-assigns
  → WF C2: Detects assignment, creates DTO validation
  → WF D: DTO approves → WF E triggered
  → WF E: BRD + PDF + ClickUp + smart assignment
  → WF D: Requester approves → complete

GLPI Groups

• Infrastructure (id=16)
• DTO (id=17)
• SAP Consultants (id=4)