[otrs-cvs] otrsweb news.shtml,1.131,1.132

[CVS commits notifications of OTRS.org]

Comments:
Update of /home/cvs/otrsweb
In directory lancelot:/tmp/cvs-serv7071

Modified Files:
	news.shtml 
Log Message:
Updated OTRS::ITSM 1.1 and CNET.com Blog.

Author: martin

Index: news.shtml
===================================================================
RCS file: /home/cvs/otrsweb/news.shtml,v
retrieving revision 1.131
retrieving revision 1.132
diff -C2 -d -r1.131 -r1.132
*** news.shtml	9 Apr 2008 17:29:18 -0000	1.131
--- news.shtml	5 May 2008 18:04:05 -0000	1.132
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*** 1993,1994 ****
--- 1993,2053 ----
  <a href="http://lists.otrs.org/pipermail/announce/2008/000090.html" class="small">[full announcement]</a>
  
+ @ArticleFileName204@:otrs_itsm_1-1-1
+ @ArticleDate204@:2008-05-05
+ @ArticleImage204@:
+ @ArticleTitle204@:OTRS::ITSM 1.1.1 (Whitehaven Beach) released!
+ @ArticleContent204@:
+ <p>
+ The OTRS Team is pleased to announce a feature OTRS extention, OTRS::ITSM 1.1.1.
+ </p>
+ OTRS::ITSM is an addon to OTRS 2.2 to support ITIL compliant IT service management.
+ <u>New features:</u>
+ <br>
+ <li>Authorization concept - each object: Service/SLA, Location, CI, Linkobject no create an own group, so the agents rights can be assigned more granulary.</li>
+ <li>Services can be assigned to authorized customers. Further more, services may be assigned as general 'defaultservices' which are valid for use for each customer.</li>
+ <li>A structured tree view on services &amp; CIs including informations on each objects current status allows to analyse an incident and calculate the incidents impact on affected services and customers.</li>
+ <li>A service agent may search, select and assign any of a customers configuration items (CIs) while recording an incident ticket.</li>
+ <li>Configuration items (CIs) may now be imported and exported in a CSV file or by using the API.</li>
+ <li>A huge variety of additional reports have been created, e.g.:
+   <li>Total of all ever created tickets per ticket-type and priority; status; queue; service</li>
+   <li>Monthly overview of all ever created tickets of a previous month per ticket-type; priority; status; queue; service</li>
+   <li>Total of all configuration items (CIs) created in a previous month per class; per status</li>
+   <li>Total of all configuration items (CIs) created per class; per status</li>
+   <li>Total of all configuration items (CIs) created in a defined period per class; per status</li>
+   <li>First time solution rate of all ever created tickets per ticket-type and priority; queue; service</li>
+   <li>First time solution rate in a previous month per ticket-type; per priority; per queue; per service</li>
+   <li>First time solution rate in a defined period per ticket-type and priority; queue; service</li>
+   <li>Average resolution time of all ever created tickets per ticket- type and priority; queue; service</li>
+   <li>Average resolution time in a previous month per ticket- type and priority; queue; service</li>
+   <li>Average resolution time in a defined period per ticket- type and priority; queue; service</li>
+ </li>
+ <li>Added print function for CIs, Services, SLAs, Locations</li>
+ <br>
+ <a href="http://lists.otrs.org/pipermail/itsm-announce/2008/000020.html" class="small">[full announcement]</a>
+ 
+ @ArticleFileName205@:cnet-com-blog-matt-asay
+ @ArticleDate205@:2008-05-06
+ @ArticleImage205@:
+ @ArticleTitle205@:CNET.com Blog: OTRS an open-source ticket system worth watching
+ @ArticleContent205@:
+ <p>
+ Matt Asay posted on the CNET.com Blog "The Open Road" about OTRS.
+ </p>
+ "OTRS, an open-source ticket system worth watching"
+ <pre>
+ [...]
+ A year or so ago I was looking around for a good ticketing system and came
+ across OTRS. Looking around the ticketing system landscape, it's hard to miss
+ OTRS. There are others, of course, like Request Tracker, but based on the
+ numbers OTRS appears to be the leading ticketing system.
+ 
+ It's an impressive system with an equally impressive list of over 150 paid
+ customers, including Nokia, Siemens, Lufthansa, Boeing, NASA Ames Research Center,
+ Amnesty International, and Fujitsu Microelectronics America. If you believe that
+ technology companies are good bellwethers of smart technology decisions, then OTRS
+ has this in spades (including free use of OTRS by Intel and Sun, as well as GE and
+ the American Stock Exchange, and 6,000 other companies).
+ [...]
+ <pre>
+ <br>
+ <a href="http://www.cnet.com/8301-13505_1-9929001-16.html" class="small">Read more: http://www.cnet.com/8301-13505_1-9929001-16.html</a>