Purpose
This guide explains how to configure the GLPI Response integration in Logsign USO, so that Incidents and Alarms can automatically, or an analyst can manually, create a GLPI ticket and look up ticket details directly from a Logsign Incident. This is a Response (action) integration, configured under Settings > Integrations > Responses > +Device.
Prerequisites
- A GLPI instance with its REST API (apirest.php) enabled and reachable from the Logsign server.
- A GLPI account with permission to create and view tickets, plus an App Token for the REST API.
- Use least privilege. Create a dedicated GLPI account for this integration scoped to ticket creation/viewing rather than a full administrator profile.
Step 1: Prepare GLPI for API Access
- Log in to GLPI as an administrator and enable the REST API (Setup > General > API), if not already enabled.
- Create an App Token for the API client that will be used (Setup > API, add a new API client, enable it, generate an App Token).
- Create (or designate) a dedicated GLPI user account for Logsign to use, and generate a personal User Token for it from that user's Preferences (My Settings) page.
Step 2: Configure the Integration in Logsign USO
In Logsign USO, go to Settings > Integrations > Responses, search for GLPI, click Configure then +Device, and fill in:
| Field | Required | Description |
|---|---|---|
| Device Name | Yes | Free-text label identifying this GLPI device in Logsign. |
| Url | Yes | Base URL of your GLPI REST API (defaults to http://127.0.0.1/apirest.php in the form; change it to your actual GLPI instance's apirest.php address). |
| User Token | Yes | The personal User Token from Step 1. Stored encrypted at rest. |
| App Token | Yes | The App Token from Step 1. Stored encrypted at rest. |
| Insecure Skip Verify | Yes | Disables TLS certificate validation on Logsign's outbound calls when enabled. Defaults to on; leave off unless you have a specific reason to keep it enabled. |
Click Create to save the device.
Available Methods
- create_ticket (Containment) — creates a GLPI ticket. Args (all required): name, description, category, ticket_type. category and ticket_type must be the numeric GLPI IDs for the ITIL category and ticket type, not their display names; look these up in GLPI under Setup > Dropdowns > ITIL Categories (for category) and use GLPI's standard ticket type IDs (typically 1 for Incident, 2 for Request) for ticket_type. Submitting a name instead of an ID fails.
- get_ticket (Analysis) — fetches ticket detail. Arg: name (required). Returns a large set of fields including status, priority, SLA, and dates.
Troubleshooting
| Symptom | Likely cause | What to check |
|---|---|---|
| 400/401 error mentioning the App Token | The API client in GLPI's Setup > API is disabled, or the App Token is wrong. | Confirm the API client is enabled in GLPI and the App Token matches. |
| 401 Unauthorized with the correct App Token | Wrong or expired User Token. | Re-generate the User Token from the GLPI account's Preferences page and update Logsign. |
| 403 Forbidden on create_ticket | The GLPI account does not have permission to create tickets in the target category. | Confirm the account's profile/entity rights in GLPI include ticket creation. |
| create_ticket fails with a parse/invalid-value error on category or ticket_type | A category or ticket type name was entered instead of its numeric GLPI ID. | Look up the numeric ID in GLPI (Setup > Dropdowns > ITIL Categories for category; 1=Incident/2=Request for ticket_type) and pass that instead. |
Notes and Limits
- GLPI's REST API requires two separate tokens (App Token for the API client, User Token for the account) that are easy to confuse; keep track of which is which when troubleshooting authentication errors.