# Assistance

Assistance module allows users to create, follow and process tickets. Plannings, statistics and recurrent tickets are also available.

Depending on profile permissions, it is possible as well to create, follow and process problems and changes.

GLPI assistance module is compliant with ITIL best practises guide and integrates therefore some fields normalization. However, following ITIL best practises is recommended but not mandatory and it is perfectly feasible, thanks to module's flexibility, to implement an assistance service tailored to the organization's needs.

* [actors](https://github.com/glpi-network/gitbook/blob/main/manual/modules/assistance/actors/README.md)
* [prioritymatrix](https://github.com/glpi-network/gitbook/blob/main/manual/modules/assistance/prioritymatrix/README.md)
* [tickets](/documentation/modules/assistance/tickets.md)
* [problems](https://github.com/glpi-network/gitbook/blob/main/manual/modules/assistance/problems/README.md)
* [changes](https://github.com/glpi-network/gitbook/blob/main/manual/modules/assistance/changes/README.md)
* [lifecyclematrix](https://github.com/glpi-network/gitbook/blob/main/manual/modules/assistance/lifecyclematrix/README.md)
* [planning](https://github.com/glpi-network/gitbook/blob/main/manual/modules/assistance/planning/README.md)
* [statistics](https://github.com/glpi-network/gitbook/blob/main/manual/modules/assistance/statistics/README.md)
* [categories](https://github.com/glpi-network/gitbook/blob/main/manual/modules/assistance/categories/README.md)

Tickets, Changes and Problems can be viewed globally in a Kanban view. For more information about the Kanban feature, please refer to the [full documentation](/documentation/modules/overview/kanban.md).


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.glpi-project.org/documentation/modules/assistance.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.