Generate GLPI support performance reports with SLA tracking & email delivery

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