How to import GLPI tickets for SLA reporting

GLPI can export its tickets to CSV, and Metproof reads that file in English or Portuguese. A few details in the export decide whether the SLA figures are right, so follow these steps.

Export from GLPI

1. Open Assistance › Tickets. By default GLPI hides solved and closed tickets, so widen the Status filter to include them. Otherwise only open tickets are exported.
2. Add these columns to the list: the opening date, priority, status, Assigned to - Technician, the resolution date, Statistics - Waiting time and Statistics - Take into account time.
3. Choose the CSV export. The file uses ; as the separator, and Metproof detects that and the encoding.

Import into Metproof

1. Pick the client, choose GLPI as the source and upload the file.
2. The columns, the priorities (Very low to Major), the statuses and the date format are filled in for you. Check them and fix anything marked as not matched.
3. Run the import. Re-importing later updates the tickets by number, so there are no duplicates.

Why those two statistics columns matter

• Take into account time is how long GLPI took to take the ticket into account. Metproof adds it to the opening date to get the first response. Without it, a ticket has no first response and counts as missed.
• Waiting time becomes the time the SLA clock was paused. GLPI writes it as text, such as 1 days 16 hours 43 minutes, and Metproof converts it to minutes.
• A ticket that is still Pending shows 0 seconds, because GLPI only counts the wait once the ticket leaves that state. Its current pause appears after the next export, once it has moved on.
• GLPI truncates these durations to whole minutes, and the first response is measured as elapsed time, which can differ from GLPI’s own business-hours counting.

Keep it up to date with a webhook

On the Team plan, GLPI 11 can send each ticket as it changes. In GLPI, create a webhook for Tickets on the New and Update events, keep the default payload and paste the client’s webhook address from the Clients page. If GLPI refuses the address as unsafe, add your Metproof domain to its server-side URL allowlist.

More on the CSV route

The general method works for any helpdesk: see SLA tracking from your helpdesk’s CSV export.