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This guide will help you get ITSM-NG up and running quickly, walk you through the initial setup, and show you how to create your first ticket.

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Before You Begin

Make sure you have completed the installation and have:
  • ITSM-NG installed and accessible via web browser
  • Default admin credentials ready (username: itsm, password: itsm)
  • A web server (Apache/Nginx) running
  • Database configured and connected

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First Login

1

Access the login page

Navigate to your ITSM-NG installation in your web browser:
http://your-server/itsm-ng/
2

Enter default credentials

Use the default administrator account:
  • Username: itsm
  • Password: itsm
Change the default password immediately after first login for security!
3

Change default password

After logging in, click on itsm in the top right corner, then:
  1. Select My settings
  2. Go to the Main tab
  3. Scroll to Password section
  4. Enter your new password twice
  5. Click Save

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Explore the Dashboard

After login, you’ll see the main dashboard with:

Ticket Overview

View open, assigned, and pending tickets

Asset Summary

Quick stats on computers, phones, and network equipment

Recent Activity

Latest changes and updates in the system

Quick Actions

Create tickets, add assets, and manage users

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Create Your First Ticket

1

Navigate to Tickets

From the top menu bar, click Assistance → Tickets
2

Click Create Ticket

Click the + Create a ticket button in the top toolbar
3

Fill in ticket details

Enter the following information:Required Fields:
  • Title: Brief description (e.g., “Printer not working”)
  • Description: Detailed explanation of the issue
  • Type: Select Incident or Request
  • Urgency: How urgent (1=Very low to 5=Very high)
  • Impact: Business impact (1=Very low to 5=Very high)
Optional but Recommended:
  • Category: Select appropriate category (Hardware, Software, etc.)
  • Location: Where the issue is occurring
  • Assigned to: Technician or group responsible
  • Requester: User reporting the issue
Priority is automatically calculated based on Urgency × Impact using a configurable matrix.
4

Add attachments (optional)

You can attach files by clicking Add document at the bottom of the form:
  • Screenshots
  • Error logs
  • Related documents
5

Save the ticket

Click Add to create the ticketYou’ll be redirected to the ticket details page where you can:
  • View ticket information
  • Add followups and tasks
  • Track time spent
  • Change status

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Managing Your Ticket

Once created, you can perform various actions:

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Update Ticket Status

1

Open the ticket

Click on the ticket from the tickets list
2

Change status

In the ticket form, select a new Status:
  • New (1) - Just created
  • Processing (assigned) (2) - Being worked on
  • Processing (planned) (3) - Scheduled for work
  • Pending (4) - Awaiting response
  • Solved (5) - Issue resolved
  • Closed (6) - Ticket closed
3

Save changes

Click Update to save the status change

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Add a Followup

Document progress or add comments:
  1. Scroll to the Followups section
  2. Click Add a new followup
  3. Enter your comment or update
  4. Choose visibility (Public or Private)
  5. Click Add
Use followups to maintain a complete history of actions taken on a ticket.

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Add a Solution

When the issue is resolved:
  1. Click Add a solution in the ticket
  2. Select Solution type (e.g., Fixed, Unable to reproduce)
  3. Describe the Solution in detail
  4. Click Add
The ticket status will automatically change to Solved.

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Quick Tips

Click Take in the ticket toolbar to quickly assign the ticket to yourself.
  • Ctrl + Alt + T - Create new ticket
  • Ctrl + S - Save current form
  • Esc - Cancel operation
Go to Setup → Notifications to configure email alerts for ticket updates.
Set up templates for common ticket types in Setup → Dropdowns → Ticket templates.

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Next Steps

Now that you’ve created your first ticket, explore more features:

Asset Management

Add and manage IT assets like computers, phones, and network equipment

User Management

Create users, assign profiles, and manage permissions

Configure Entities

Set up organizational structure with entities

Explore API

Integrate ITSM-NG with external systems using the REST API

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Common First-Time Tasks

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Create Additional Users

1

Navigate to Administration

Click Administration → Users
2

Add new user

Click + Add in the toolbar
3

Fill in user details

  • Name: Login username
  • Surname: Last name
  • First name: First name
  • Email: User’s email address
  • Password: Set initial password
4

Assign profile

In the Authorizations section:
  • Select Profile (e.g., Technician, Observer)
  • Select Entity
  • Click Add

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Add Your First Computer

1

Go to Assets

Click Assets → Computers from the menu
2

Create computer

Click + Add button
3

Enter details

Fill in:
  • Name: Computer name
  • Serial number: Hardware serial
  • Location: Physical location
  • User: Assigned user
  • Status: In use, In stock, etc.
4

Save

Click Add to create the asset
For automatic inventory, install the GLPI Agent on client machines.

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Getting Help

If you need assistance:

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Best Practices

Regular Backups

Set up automated database and file backups immediately

Change Default Credentials

Update all default passwords and remove unused accounts

Configure Email

Set up email notifications for important events

Plan Your Structure

Design entity hierarchy and categories before adding data
You’re now ready to use ITSM-NG! Explore the system and customize it to your organization’s needs.

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