IT Service Management and Asset Administration with GLPI

A practical IT support and service desk homelab covering GLPI ticket management, Active Directory administration, Windows troubleshooting, employee lifecycle support, and technical documentation.

This project demonstrates the deployment and operation of an internal IT service desk using GLPI 11.

GLPI was installed on an Ubuntu Server virtual machine and integrated into a Windows enterprise homelab containing:

• Active Directory Domain Services
• DNS
• Group Policy
• File and printer services
• Windows Server Update Services
• Domain-joined employee workstations

The project contains 12 fully documented support cases covering common responsibilities performed by:

• IT Support Technicians
• Service Desk Analysts
• Help Desk Technicians
• Desktop Support Technicians
• Junior Systems Administrators

Each case includes the employee report, technician communication, investigation, root cause, remediation, validation, screenshots, and ticket closure.

GLPI service desk deployed        : Completed
Administrator account configured : Completed
Technician account configured    : Completed
Employee self-service configured : Completed
Support cases documented         : 12
Incidents completed              : 9
Service requests completed       : 3
Employee onboarding completed    : Yes
Employee offboarding completed   : Yes
Final ticket status              : All closed

Employee reports an issue or request
                ↓
Ticket is submitted through GLPI
                ↓
Technician reviews and acknowledges the ticket
                ↓
Affected account, workstation, or service is investigated
                ↓
Root cause is identified
                ↓
Corrective action is performed
                ↓
Employee or requester validates the result
                ↓
Official solution is documented
                ↓
Ticket is accepted and closed

                         VMware Workstation
                                │
        ┌───────────────────────┼────────────────────────┐
        │                       │                        │
        ▼                       ▼                        ▼
     GLPI01                   SRV01                   CLIENT01
 Ubuntu Server 24.04     Windows Server          Windows Workstation
        │                       │                        │
        │                       ├── Active Directory     ├── Domain joined
        │                       ├── DNS                  ├── Group Policy
        │                       ├── Group Policy         ├── HR mapped drive
        │                       ├── File services        ├── Network printer
        │                       ├── Printer services     └── Windows Update
        │                       └── WSUS
        │
        ├── Apache
        ├── PHP
        ├── MariaDB
        └── GLPI 11
                │
                ▼
       Internal Service Desk Portal
                │
        ┌───────┴────────┐
        │                │
        ▼                ▼
   Employee User    Service Desk Technician
   Submit tickets   Investigate and resolve

Issue: An employee could not sign in because the domain account was locked.

Work completed:

• Confirmed that the account was locked
• Reviewed the Active Directory lockout state
• Unlocked the account using PowerShell
• Verified sign-in using the existing password
• Recorded the solution and closed the ticket

View full ticket documentation

Request: An employee required a password reset.

Work completed:

• Verified that the account was enabled
• Confirmed that the account was not locked
• Assigned a temporary password
• Required a password change at the next sign-in
• Verified that the employee created a new password
• Closed the service request after user confirmation

View full ticket documentation

Issue: The workstation had internet access but could not resolve internal domain resources.

Root cause: The workstation was configured with an external DNS server instead of the internal domain DNS server.

Work completed:

• Reviewed the workstation DNS configuration
• Tested internal hostname resolution
• Verified that the DNS service was reachable
• Restored the correct internal DNS address
• Cleared the DNS cache
• Confirmed successful internal resolution

View full ticket documentation

Issue: The employee workstation could not access internal services or the internet.

Root cause: The workstation had an incorrect static IP address and default gateway.

Work completed:

• Reviewed the IP configuration
• Tested the server and default gateway
• Identified the incorrect network settings
• Restored DHCP
• Renewed the workstation address
• Confirmed internal and internet connectivity

View full ticket documentation

Issue: An HR employee could see the departmental drive but received an access-denied message.

Root cause: The employee was missing the security-group membership required for HR access.

Work completed:

• Reviewed the share and permission configuration
• Checked the employee’s group memberships
• Identified the missing SG-HR-Users membership
• Restored the approved group membership
• Required the user to sign out and sign back in
• Confirmed access to the HR shared folder

View full ticket documentation

Issue: The HR mapped drive was missing from the employee workstation.

Root cause: The drive-mapping Group Policy was not linked to the organizational unit containing the employee account.

Work completed:

• Confirmed that the file server and share were reachable
• Reviewed the drive-mapping Group Policy
• Checked the employee’s organizational-unit placement
• Linked the policy to the correct OU
• Refreshed Group Policy
• Confirmed that the H: drive appeared

View full ticket documentation

Issue: The HR network printer was not available on the employee workstation.

Root cause: The printer-deployment policy did not apply to the employee’s organizational unit.

Work completed:

• Confirmed that the print server and shared printer were reachable
• Reviewed the printer-deployment policy
• Added group-based targeting
• Linked the policy to the correct OU
• Refreshed Group Policy
• Confirmed that the printer appeared and the queue opened

View full ticket documentation

Issue: The employee reported that the workstation was unusually slow.

Root cause: A PowerShell process was consuming excessive processor resources.

Work completed:

• Reviewed processor, memory, disk, and process usage
• Identified the high-CPU process
• Stopped the affected process
• Rechecked workstation performance
• Asked the employee to test normal applications
• Closed the ticket after user confirmation

View full ticket documentation

Issue: The employee’s HR application shortcut failed to open.

Root cause: The shortcut pointed to an application path that did not exist.

Work completed:

• Confirmed that the shortcut was present
• Reviewed the configured target
• Verified that the target file was missing
• Corrected the application path
• Opened the application successfully
• Confirmed the fix with the employee

View full ticket documentation

Issue: Windows Update could not connect to the organization’s update service.

Root cause: The workstation was configured to contact the WSUS server through an incorrect port.

Work completed:

• Reviewed the workstation’s WSUS policy
• Confirmed that internal WSUS usage was enabled
• Identified the incorrect port 9999
• Verified that the incorrect port was unreachable
• Refreshed Group Policy
• Restored the correct WSUS endpoint on port 8530
• Restarted Windows Update
• Confirmed that update scans completed normally

View full ticket documentation

Request: Human Resources requested account and workstation preparation for a new employee.

Employee: Maria Santos
Department: Human Resources
Role: HR Assistant

Work completed:

• Created the maria.santos Active Directory account
• Added department, title, and manager information
• Enabled the account
• Required a password change during first sign-in
• Added the account to SG-HR-Users
• Completed the first workstation sign-in
• Verified the employee profile
• Confirmed the HR mapped drive
• Confirmed access to the HR shared folder
• Confirmed the HR network printer
• Obtained requester approval

View full ticket documentation

Request: Human Resources requested the immediate removal of a departing employee’s access.

Work completed:

• Reviewed the employee’s existing account and group memberships
• Removed the account from SG-HR-Users
• Disabled the Active Directory account
• Moved the account to the Disabled Users OU
• Attempted a workstation sign-in
• Confirmed that authentication was blocked
• Performed a final account-state review
• Obtained requester confirmation
• Closed the request

View full ticket documentation

IT-Service-Management-and-Asset-Administration-GLPI/
│
├── README.md
│
├── INC-001-Active-Directory-Account-Lockout/
├── INC-002-Password-Reset-Request/
├── INC-003-DNS-Resolution-Issue/
├── INC-004-Shared-Folder-Access-Denied/
├── INC-005-Mapped-HR-Drive-Missing/
├── INC-006-Network-Printer-Missing/
├── INC-007-Slow-Workstation-Performance/
├── INC-008-Business-Application-Will-Not-Open/
├── INC-009-Workstation-No-Network-Access/
├── INC-010-Windows-Update-Connection-Failure/
├── INC-011-New-Employee-Onboarding-Request/
└── INC-012-Employee-Offboarding-Request/

Each ticket folder contains:

INC-###-Ticket-Title/
│
├── INC-###-Ticket-Title.md
└── images/
    ├── Initial issue or request
    ├── GLPI ticket submission
    ├── Technician acknowledgement
    ├── Investigation evidence
    ├── Remediation evidence
    ├── User validation
    ├── Solved ticket
    └── Closed ticket

Get-ADUser
New-ADUser
Search-ADAccount
Unlock-ADAccount
Set-ADAccountPassword
Disable-ADAccount
Get-ADGroupMember
Get-ADPrincipalGroupMembership
Add-ADGroupMember
Remove-ADGroupMember
Move-ADObject

ipconfig /all
ipconfig /release
ipconfig /renew
ipconfig /flushdns
Resolve-DnsName
Test-NetConnection
Get-Service
Restart-Service
Get-Process
Get-Counter
Get-WinEvent

Group Policy Management Console
gpupdate /force
net use
File Explorer
Printer Management
Windows Update
WSUS

Ubuntu Server
Apache
PHP
MariaDB
SSH
GLPI user and profile administration
ITIL ticket categories
Ticket assignment and status management
Solution approval and closure

Every support case contains:

• Ticket details
• Employee report or service request
• Technician acknowledgement
• Systems involved
• Investigation commands
• Investigation results
• Root-cause analysis
• Remediation steps
• User or requester validation
• Official solution
• Ticket closure
• Validation checklist
• Ticket timeline
• Technician insight
• Evidence screenshots

The documentation focuses on the support workflow and excludes internal lab-preparation actions that would not appear in a real employee-facing incident record.

• Incident management
• Service-request management
• Ticket categorization
• Ticket assignment
• Priority and status management
• User communication
• Solution documentation
• Ticket approval and closure

• Account lockout resolution
• Password reset support
• DNS troubleshooting
• DHCP and IP configuration
• Shared-folder access support
• Mapped-drive troubleshooting
• Network printer support
• Workstation performance analysis
• Application troubleshooting
• Windows Update and WSUS support

• Active Directory account administration
• User and group management
• Organizational-unit management
• Group Policy troubleshooting
• File and printer services
• Windows service administration
• Event-log review
• Employee onboarding
• Employee offboarding

• Structured troubleshooting
• Root-cause analysis
• User-focused communication
• Evidence collection
• Technical writing
• Validation before closure
• Privacy-conscious documentation
• Incident ownership

GLPI deployment             : Completed
Support environment         : Operational
Documented support cases    : 12
Closed support cases        : 12
Account-management cases    : Completed
Network cases               : Completed
File-access cases           : Completed
Peripheral cases            : Completed
Application cases           : Completed
Employee onboarding         : Completed
Employee offboarding        : Completed
Final project status        : COMPLETED