Generate GLPI Support Performance Reports with SLA Tracking & Email Delivery

Description

Overview

This comprehensive n8n workflow automates the generation and distribution of detailed monthly technical support reports from GLPI (IT Service Management platform). The workflow intelligently calculates SLA compliance, analyzes technician performance, and delivers professionally formatted HTML reports via email.

✨ Key Features

Intelligent SLA Calculation

Business Hours Tracking: Automatically calculates resolution time considering only working hours (excludes weekends and lunch breaks)
Configurable Schedule: Customizable work hours (default: 8 AM - 12 PM, 1 PM - 6 PM)
Dynamic SLA Monitoring: Real-time compliance tracking with configurable thresholds (default: 24 hours)
Visual Indicators: Color-coded alerts for critical SLA breaches and high-volume warnings

Comprehensive Reporting

General Summary: Total cases, open, in-progress, resolved, and closed tickets
Performance Metrics: Total and average resolution hours in both decimal and formatted (hours/minutes) display
Technician Breakdown: Individual performance analysis per technician including case distribution and SLA compliance
Smart Alerts: Automatic warnings for high case volumes (>100 in-progress) and critical SLA levels (<50%)

Professional Email Delivery

Responsive HTML Design: Mobile-optimized email templates with elegant styling
Dynamic Content: Conditional formatting based on performance metrics
Automatic Scheduling: Monthly execution on the 6th day to ensure accurate SLA measurement

💼 Business Benefits
Time Savings

Eliminates Manual Work: Saves 2-4 hours per month previously spent compiling reports manually
Automated Data Collection: No more exporting CSVs or copying data between systems
One-Click Setup: Configure once and receive reports automatically every month

Improved Decision Making

Real-Time Insights: Identify bottlenecks and performance issues immediately
Technician Accountability: Clear visibility into individual and team performance
SLA Compliance Tracking: Proactively manage service level agreements before they become critical

Enhanced Communication

Stakeholder Ready: Professional reports suitable for management presentations
Consistent Format: Standardized metrics ensure month-over-month comparability
Instant Distribution: Automatic email delivery to relevant stakeholders

🔧 Technical Specifications
Requirements

n8n instance (self-hosted or cloud)
GLPI server with API access enabled
Gmail account (or any SMTP-compatible email service)
GLPI API credentials (App-Token and User credentials)

Configuration Points

Variables Node: Server URL, API tokens, entity name, work hours, SLA limits
Schedule Trigger: Monthly execution timing (default: 6th of each month)
Email Recipient: Target email address for report delivery
Date Range Logic: Automatic previous month calculation

Data Processing

Retrieves up to 999 tickets per execution (configurable)
Filters by entity and date range
Excludes weekends and non-business hours from calculations
Groups data by technician for detailed analysis

📋 Setup Instructions
Prerequisites

GLPI Configuration: Enable API and configure the Tickets panel with required fields (ID, -Title, Status, Opening Date, Closing Date, Resolution Date, Priority, Requester, Assigned To)
API Credentials: Create Basic Auth credentials in n8n for GLPI API access
Email Authentication: Set up Gmail OAuth2 or SMTP credentials in n8n

Implementation Steps

Import the workflow JSON into your n8n instance
Configure the Variables node with your GLPI server details and business hours
Set up GLPI API credentials in the HTTP Request nodes
Configure email credentials in the Gmail node
Update the recipient email address
Test the workflow manually before enabling the schedule
Activate the workflow for automatic monthly execution

🎯 Use Cases

IT Support Teams: Track helpdesk performance and SLA compliance
Service Managers: Monitor team productivity and identify training needs
Executive Reporting: Provide high-level summaries to stakeholders
Resource Planning: Identify workload distribution and capacity issues
Compliance Auditing: Maintain historical records of SLA performance

📈 ROI Impact

Time Savings: 24-48 hours annually in manual reporting eliminated
Error Reduction: Eliminates human calculation errors in SLA tracking
Faster Response: Early alerts enable proactive issue resolution
Better Visibility: Data-driven insights improve team management