Business rules are GLPI's native automation engine. Without writing a single line of code, you configure automatic classification, intelligent routing and SLA application.
Types of rules in GLPI
Business rules for tickets
Applied at ticket creation or update. These are the most used:
- Assign category based on title or description
- Assign technical group based on category
- Set priority based on requester type
- Apply SLA based on priority
Ticket assignment rules
Determine which technician or group the ticket is automatically directed to.
Import/linking rules
Control how automatic inventory data is imported and linked to existing assets.
Anatomy of a rule
Each rule has 3 components:
- Criteria: conditions that must be true (AND/OR)
- Actions: what to do when the criteria are met
- Order: position in the evaluation list (rules are evaluated sequentially)
Practical example
Rule: "Email tickets → N1 Support Group"
- Criterion: Ticket origin = Email
- Criterion: Category contains "Email"
- Action: Assign group = N1 Support
- Action: Assign SLA (TTR) = Medium SLA
Best practices
- Name rules descriptively (e.g. "Email – Assign N1 Support")
- Organize by specificity: specific rules first, generic ones last
- Use Rule Inspector to debug rules that don't fire
- Document the logic of each rule in the comments field
- Test in a staging environment before activating in production
When rules are not enough
For more complex automations (webhooks, integrations with external systems, advanced conditional actions), use the Automations module from NexTool.
Next step
Configure your first rules and use the Rule Inspector to validate that they are working correctly.
