IT Glue + 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, the AI engineer pulls the relevant IT Glue entry, applies it, and writes back what changed. Your IT Glue stays the source of truth. The AI engineer turns it from a passive knowledge base into an active part of resolution.
What You Get
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 -> the AI engineer 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
AI-Powered Ticket Handling
- AI triage classifies tickets by issue type automatically
- Auto-resolution for password, printer, browser, email, VPN, and software issues
- Auto-investigation runs diagnostics on linked endpoints and posts findings
- Knowledge base auto-answer for general inquiries
Passwords Referenced, Never Exposed
- IT Glue password entries remain in IT Glue - never copied into GenticFlow
- The AI engineer references them by ID when an action requires authentication
- Audit trail 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 ticket comes in, the AI engineer checks IT Glue for relevant docs before running endpoint commands.
Findings reference the source
The resolution notes cite which IT Glue entries were used, so your docs earn credit and stay trusted.