Automated GLPI Technical Support Ticket Creation Portal - n8n Workflow

• IT Administrators looking to streamline GLPI ticket submission.


• Automation Specialists seeking robust n8n templates for Helpdesk integration.


• Teams requiring a simple, modern user interface for complex backend systems like GLPI.

Many helpdesk systems rely on complex web interfaces or email for intake. This comprehensive n8n workflow template solves this by providing a clean, multi-step web form, deployed via an n8n trigger, which guides the user through the necessary information capture for either a technical Request or an Incident report. This n8n solution ensures data quality before submission to GLPI. The automation handles all the complex backend steps, including API authentication, dynamic category ID mapping using a specialized n8n node, file attachment handling, and session cleanup, providing significant value in improving user experience and IT efficiency. This ensures that every ticket created by this n8n workflow is structured and correctly categorized.

The process starts with the Technical Support Portal n8n trigger form, which asks the user to select 'Request' or 'Incident'.

1. Preparation and Auth: The n8n workflow first executes the Configuration Variables n8n node to set up GLPI connection details. Next, the user provides contact details. The system then uses HTTP Basic Auth via the Get session token n8n node to authenticate with the GLPI API and secure a session token for subsequent actions.


2. Routing and Data Capture: A 1. Request or incident n8n node switches the flow based on the user's initial choice.


3. Specific Forms: The user is then presented with either the detailed Request Form or Incident Form. These forms collect ticket specifics (Title, Description, Category, Priority/Urgency, and optional attachments).


4. Conditional File Upload: An if n8n node checks if a file was attached. If present, the file is immediately uploaded to GLPI using an HTTP Request n8n node.


5. Data Mapping: The specialized Request Category ID or Incident Category ID code n8n node dynamically translates the user's text-based Priority/Urgency and Category selection into the specific numerical IDs required by the GLPI API. This is a crucial function of this n8n workflow.


6. Ticket Creation: The Create Request or Create Incident HTTP Request n8n node submits the final ticket data, including the mapped IDs and embedded contact information, to the GLPI API.


7. Attachment Linking (Conditional): If a file was uploaded, subsequent HTTP Request n8n nodes (1. Link File to Ticket / 2. Link File to Ticket) link the uploaded document to the newly created ticket ID.


8. Completion and Cleanup: Finally, the user receives a confirmation message via a Completion Form n8n node displaying the new Ticket ID. The n8n workflow concludes by running the Sign Out GLPI HTTP Request n8n node to terminate the API session securely.

This n8n workflow requires setup for both n8n and GLPI connectivity.

1. Import the n8n workflow: Copy the provided JSON data and paste it into your n8n instance using the 'Import from JSON' feature.


2. GLPI Credentials Setup:

1. Map Category IDs (Crucial Step):

1. Activate and Test: Activate the n8n workflow. Run the initial Technical Support Portal n8n trigger to access the custom form and test the submission process for both Requests and Incidents.

Technical Support Portal (Form Trigger n8n node): This is the entry point, serving as the initial n8n trigger for the entire process, prompting the user to select Request or Incident.
Configuration Variables (Set n8n node): Stores static connection parameters like glpiurl and apptoken, ensuring the entire n8n workflow uses consistent settings.
Get session token (HTTP Request n8n node): Manages GLPI authentication. Key Configuration: Uses HTTP Basic Auth and sends the App-Token to retrieve the session_token needed for subsequent API calls.
1. Request or incident (Switch n8n node): Directs the n8n flow control based on the user's initial input choice, branching to either the request path or the incident path.
Request Category ID / Incident Category ID (Code n8n node): Essential custom logic for this n8n workflow. It uses JavaScript to parse text labels (e.g., "High") and map them to GLPI's internal numeric IDs (e.g., 4) for categories and priorities/urgencies.
1. Check if File Exists / 2. Check if File Exists (If n8n node): Determines if binary data (attachments) are present from the form submission, controlling whether the file upload steps are executed.
Create Request / Create Incident (HTTP Request n8n node): The core action n8n node that makes the final API call to GLPI to create the ticket record using the gathered data, mapped IDs, and the active session token.
Sign Out GLPI (HTTP Request n8n node): A critical security step ensuring the n8n workflow terminates the API session securely using the session token.