IT Glue documentation context with GenticFlow
IT Glue documentation, finally used at the moment of investigation
GenticFlow pulls configuration, password (securely referenced, never exposed), and documentation data from IT Glue to enrich every investigation. Instead of a technician context-switching to look up a customer's VPN configuration or service-account convention, GenticFlow pulls the relevant IT Glue entry, applies it, and writes back what changed. Your IT Glue stays the source of truth. GenticFlow turns it from a passive knowledge base into an active part of the support workflow.
What GenticFlow does with this integration
Documentation Sync
- Organization, configuration, and asset data from IT Glue imported as context
- Per-client documentation mapped to the right GenticFlow tenant
- Flexible asset types respected - your existing schema is preserved
- Updates in IT Glue reflect in GenticFlow within minutes
Investigations Enriched Automatically
- A ticket about a user -> GenticFlow looks up the user's asset record
- A VPN issue -> the customer's VPN configuration is pulled from IT Glue
- A server ticket -> the service-account convention is applied without asking
- Findings written back to the ticket reference the IT Glue entry consulted
Support case to context and action
- GenticFlow classifies support issues by type automatically
- Approved device actions for password, printer, browser, email, VPN, and software issues
- Device investigation gathers evidence with IT Glue documentation referenced inline
- Knowledge base auto-answer for general inquiries
Passwords Referenced, Never Exposed
- IT Glue password entries remain in IT Glue - never copied into GenticFlow
- GenticFlow references them by ID when an action requires authentication
- Resolution record shows which password record was used, without the value
- Access follows IT Glue's own permission model
How It Works
Connect IT Glue via API key
Standard IT Glue API token with read-only access scoped to the orgs GenticFlow should see.
Map IT Glue organizations to tenants
Per-client documentation flows to the right GenticFlow tenant. Your existing hierarchy is preserved.
Every investigation consults IT Glue
When a support case comes in, GenticFlow checks IT Glue for relevant docs before running approved device actions.
Findings reference the source
The resolution notes cite which IT Glue entries were used, so your docs earn credit and stay trusted.
Documentation used at investigation time.
IT Glue remains the documentation source. GenticFlow references synced records during ticket investigation so technicians can see which configuration, asset, or procedure informed the outcome.
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