# Ulbra Atende — IT service desk for a university, replacing GLPI.

> The IT service desk for a university, replacing GLPI as the single intake channel: SLA per team, approval flows, multi-stage templates, and an MCP server that lets staff work tickets from Claude or ChatGPT under their own permissions.

## Overview

The IT service desk for ULBRA — a .NET 10 modular monolith that replaced GLPI as the single intake channel for the university's IT department, carrying a request from ticket to SLA to satisfaction survey.

## Stack

- .NET 10
- PostgreSQL 17
- RabbitMQ
- React 19
- OpenIddict
- MCP
- OpenTelemetry
- Docker Swarm

## Highlights

- SLA per team, with pauses that record who paused the clock and why.
- Multi-stage ticket templates, so a recurring request arrives already broken into steps.
- Approval flow — work that needs a sign-off cannot start without one.
- Parent/child tickets and explicit dependencies between them.
- Notifications fan out to Slack, Google Chat and e-mail, per user preference.
- A dashboard whose cards drill down into the exact listing they summarize.
- A satisfaction survey on every closed ticket.

## Role

Design & implementation · Professional work. Closed-source professional work — the write-up describes it without the source.

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Source: https://felipealmeida.tech/projects/ulbra-atende