What are Entities? Entities in ITSM-NG represent organizational units in a hierarchical tree structure. They enable you to:
Segment your organization into departments, sites, or business units
Isolate data and configurations per organizational unit
Manage different access rights based on organizational structure
Configure entity-specific settings for helpdesk, notifications, and assets
Entity Hierarchy Root Entity Every ITSM-NG instance starts with a Root Entity (ID: 0):
// From inc/entity.class.php:320-323 if ( $input [ 'id' ] == 0 ) { $input [ 'entities_id' ] = - 1 ; // Root has no parent $input [ 'level' ] = 1 ; // Top level }
Tree Structure Entities form a hierarchical tree:
Root Entity (0) ├── Department A (1) │ ├── Team A1 (3) │ └── Team A2 (4) └── Department B (2) ├── Site B1 (5) └── Site B2 (6)
Key Properties (inc/entity.class.php:40-50):
Recursive : Entities can inherit from parent settingsHierarchical : Organized in a tree with parent-child relationshipsIsolated : Data can be separated per entity
Entity Configuration Basic Settings Each entity has fundamental configuration:
// Entity fields from inc/entity.class.php:450-515 'id' // Unique identifier 'name' // Entity name 'completename' // Full hierarchical name (Parent > Child) 'entities_id' // Parent entity ID 'level' // Depth in hierarchy 'comment' // Description
Entities can store contact details:
Physical address (street, city, state, country, postal code)
Contact information (phone, fax, email, website)
Geographic coordinates (latitude, longitude, altitude)
Advanced Configuration (inc/entity.class.php:60-122) LDAP Integration 'authldaps_id' // Associated LDAP server 'entity_ldapfilter' // LDAP search filter 'ldap_dn' // LDAP distinguished name 'mail_domain' // Email domain for this entity
Asset Management 'entities_id_software' // Entity for software creation 'level' // Hierarchy level
Entity Rights System User Entity Access Users access entities through their profile:
// Check entity access (inc/entity.class.php:183-185) public function canViewItem () { return Session :: haveAccessToEntity ( $this -> getField ( 'id' )); }
Recursive Access When a user has recursive rights on an entity, they automatically access:
The entity itself
All child entities (sub-entities)
All descendants in the tree
User with recursive rights on "Department A": ✓ Department A ✓ Team A1 (child) ✓ Team A2 (child) ✗ Department B (not in hierarchy)
Special Entity Rights (inc/entity.class.php:56-58) public const READHELPDESK = 1024 ; // Read helpdesk items public const UPDATEHELPDESK = 2048 ; // Update helpdesk settings
Entity-Specific Features 1. Notification Settings (inc/entity.class.php:89-108) Each entity can configure:
Email Settings 'admin_email' // Administrator email 'admin_reply' // Reply-to address 'admin_email_name' // Administrator name 'mailing_signature' // Email signature
Notification Delays 'delay_send_emails' // Delay before sending 'is_notif_enable_default' // Enable by default 'notification_subject_tag' // Subject prefix
Alert Thresholds 'default_cartridges_alarm_threshold' 'default_consumables_alarm_threshold' 'use_contracts_alert' 'use_licenses_alert'
2. Helpdesk Configuration (inc/entity.class.php:110-118) 'calendars_id' // Working hours calendar 'tickettype' // Default ticket type 'auto_assign_mode' // Auto-assignment rules 'autoclose_delay' // Auto-close solved tickets after X days 'autopurge_delay' // Auto-purge closed tickets after X days 'tickettemplates_id' // Default ticket template 'changetemplates_id' // Default change template 'problemtemplates_id' // Default problem template 'anonymize_support_agents' // Hide agent names
3. Inventory Settings (inc/entity.class.php:82-88) 'autofill_buy_date' // Auto-fill purchase date 'autofill_delivery_date' // Auto-fill delivery date 'autofill_order_date' // Auto-fill order date 'autofill_use_date' // Auto-fill startup date 'autofill_warranty_date' // Auto-fill warranty date 'autofill_decommission_date' // Auto-fill decommission date
Configuration Inheritance Parent Configuration (inc/entity.class.php:59-60) public const CONFIG_PARENT = - 2 ; // Inherit from parent public const CONFIG_NEVER = - 10 ; // Never use this feature
Inheritance Flow // Example: Auto-close delay // From inc/entity.class.php:1380-1421 Entity :: getEntitiesToNotify ( $field ) { // Root entity configuration if ( $root_value > 0 ) { $entities [ 0 ] = $root_value ; } // Child entities inherit if CONFIG_PARENT foreach ( $children as $entity ) { if ( $entity [ $field ] == CONFIG_PARENT ) { $entities [ $entity_id ] = $entities [ $parent_id ]; } } }
Session Entity Management Active Entity Users work within an active entity context:
$_SESSION [ 'glpiactive_entity' ] // Current entity ID $_SESSION [ 'glpiactive_entity_recursive' ] // Include sub-entities? $_SESSION [ 'glpiactiveentities' ] // All accessible entity IDs
Switching Entities Users can switch their active entity if they have access:
User Profile → Multiple Entity Access → Select Active Entity
API Entity Selection Via REST API (apirest.md:398-424):
# Change active entity curl -X POST \ -H 'Session-Token: xxx' \ -d '{"entities_id": 1, "is_recursive": true}' \ 'http://glpi/apirest.php/changeActiveEntities'
Entity Data Isolation Item Association Most items are associated with an entity:
// Computers, tickets, users, etc. 'entities_id' // Primary entity 'is_recursive' // Visible to sub-entities?
Visibility Rules An item is visible to a user if:
Item’s entity is in user’s accessible entities list
OR item is recursive AND user has access to a parent entity
// Check from any CommonDBTM object Session :: haveAccessToEntity ( $item -> fields [ 'entities_id' ]);
Entity Management Creating Entities
Navigate to Setup > Dropdowns > Entities
Click Add to create a new entity
Configure:
Parent entity (if not root level)
Name and description
Address and contact information
Set entity-specific configurations in tabs
curl -X POST \ -H 'Content-Type: application/json' \ -H 'Session-Token: xxx' \ -d '{"input": {"name": "New Department", "entities_id": 0}}' \ 'http://glpi/apirest.php/Entity/'
Entity Rights Required // From inc/entity.class.php:163-167 public function canCreateItem () { return Session :: haveRecursiveAccessToEntity ( $this -> getField ( 'entities_id' ) ); }
Use Cases Multi-Site Organization Root Entity: Company HQ ├── North America Region │ ├── New York Office │ ├── Los Angeles Office │ └── Toronto Office └── Europe Region ├── London Office ├── Paris Office └── Berlin Office
Department-Based Structure Root Entity: Global IT ├── IT Operations │ ├── Infrastructure │ ├── Network │ └── Security ├── IT Support │ ├── Level 1 Helpdesk │ └── Level 2 Support └── Development ├── Frontend Team └── Backend Team
Client/Customer Management (MSP) Root Entity: MSP Company ├── Client A │ ├── Client A - Site 1 │ └── Client A - Site 2 └── Client B └── Client B - Main Office
Each client can have completely isolated data, configurations, and user access.
Best Practices Planning Your Hierarchy
Start Simple : Begin with a basic structureMatch Organization : Mirror your real organizational structurePlan for Growth : Leave room for expansionConsider Access : Think about who needs access to what
Entity Naming
Use clear, descriptive names
Include location codes if managing multiple sites
Maintain consistent naming conventions
Configuration Management
Set common configurations at the root level
Override only when necessary for specific entities
Document entity-specific customizations
Deleting an entity is restricted and requires careful consideration. The root entity (ID: 0) cannot be deleted.
Entities are fundamental to ITSM-NG’s multi-tenant capabilities, enabling complete data and configuration separation when needed.