[otrs-cvs] doc-itsm/en itsm.xml,1.6,1.7
CVS commits notifications of OTRS.org
cvs-log at otrs.org
Tue May 6 13:18:56 GMT 2008
Comments:
Update of /home/cvs/doc-itsm/en
In directory lancelot:/tmp/cvs-serv15764
Modified Files:
itsm.xml
Log Message:
Reverting back to state in revision 1.6 to undo changes meant for ITSM 1.1.
Author: cep
Index: itsm.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/itsm.xml,v
retrieving revision 1.6
retrieving revision 1.7
diff -C2 -d -r1.6 -r1.7
*** itsm.xml 4 May 2008 16:16:05 -0000 1.6
--- itsm.xml 6 May 2008 13:18:51 -0000 1.7
***************
*** 2,27 ****
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
<!-- $Id$ --><chapter>
! <title>OTRS::ITSM - The OTRS for <abbrev>IT</abbrev> service management</title>
! <para>IT is expected to deliver consistently high service quality in an increasingly complex field. In this context, effective and efficient incident and problem management are indispensable. However, <abbrev>IT</abbrev> service management remains a task almost impossible if there is no consistent and up-to-date database with information about the state and configuration of the <abbrev>IT</abbrev> infrastructure. </para>
! <para>The <abbrev>IT</abbrev> Infrastructure Library®, short <abbrev>ITIL</abbrev>®, is a series of books published by the United Kingdom's Office of Government Commerce (OGC), which generically combine best practice approaches to designing, providing, operating and managing <abbrev>IT</abbrev> services. <abbrev>ITIL</abbrev> does not center the technology but the services provided by the <abbrev>IT</abbrev> and comprises information on processes, roles, responsibilities, potential problem fields/resolutions and definitions of terms.</para>
! <para><abbrev>ITIL</abbrev> has established itself as de facto standard over the past years and its circulation in <abbrev>IT</abbrev> organizations contributed considerably to the development of a collective awareness and consistent terminology for <abbrev>IT</abbrev> service management. However, <abbrev>ITIL</abbrev> only describes "who should do what" and what should be considered along the way. In order to cover as wide a user group as possible, it does not or only rudimentarily address the issue of how to do things. Therefore, no implementable information is given for particular industries, companies or manufacturers. </para>
! <para>In December 2005, the <abbrev>ITIL</abbrev> based ISO/IEC 20000 industry standard for <abbrev>IT</abbrev> service management was published. <abbrev>IT</abbrev> organizations can apply for ISO/IEC 20000 certification and prove their conformity. </para>
! <para>The continuing boom caused demand for <abbrev>IT</abbrev> service management tools, which could represent the <abbrev>ITIL</abbrev>-based processes. So far, only proprietary solutions existed. Because of their considerable complexity, most of these tools are only affordable for large companies and effective in large <abbrev>IT</abbrev> departments.</para>
! <para>The development of OTRS::ITSM was initiated as a logical consequence of the great success of the Open Ticket Request System OTRS in order to combine the globally accepted, public <abbrev>ITIL</abbrev> recommendations with the benefits of open-source software. </para>
! <para>OTRS::ITSM 1.0 is the first real-world <abbrev>ITIL</abbrev> compliant <abbrev>IT</abbrev> service management solution on open-source basis, built on the solid fundament of over 55,000 known OTRS installations and the related active community (information dating from April 2008).</para>
! <para>Core objective of the development of OTRS::ITSM is a strong praxis orientation. This aim can be accomplished by the close development collaboration with Enterprise Consulting GmbH from Bad Homburg, which is very experienced in the practical application of <abbrev>ITIL</abbrev>. Additionally to providing ITSM consulting services and solutions, Enterprise operates complete <abbrev>ITIL</abbrev> compliant <abbrev>IT</abbrev> organizations for renowned customers. </para>
! <para>The OTRS 2.2.0 version was released parallelly to OTRS::ITSM 1.0. The new release of the service-desk and ticket system solution OTRS forms the basis for the operation of the <abbrev>ITIL</abbrev> compliant <abbrev>IT</abbrev> service management solution OTRS::ITSM, its incident management, problem management and configuration management modules and the integrated CMDB.</para>
<para>OTRS::ITSM and OTRS are freely available (no license fees apply) and are subject to GNU General Public License (GPL).</para>
<sect1>
<title>Features</title>
! <para>OTRS::ITSM 1.0 is based on the Open Ticket Request System OTRS version 2.2 and later. All functionalities known from OTRS continue to be available and the functionalities representing <abbrev>ITIL</abbrev> processes can be installed as packages.
</para>
<para>Several improvements were effected on the core product OTRS in the course of the OTRS::ITSM development. </para>
<sect2>
! <title>Features in OTRS framework 2.2</title>
<itemizedlist>
<title>The The OTRS framework features relevant for OTRS::ITSM are:</title>
<listitem>
! <para>Services and <abbrev>SLA</abbrev>s: The new attributes <quote>service</quote> and <quote>service level agreements (<abbrev>SLA</abbrev>)</quote> were integrated in OTRS 2.2 on its way to becoming an <abbrev>IT</abbrev> service management tool. When creating a ticket, the customer can select a service (e.g. e-mail service) and a corresponding <abbrev>SLA</abbrev>. <abbrev>SLA</abbrev> attributes are "response time", "update time" and "solution time". <abbrev>IT</abbrev> service can use these attributes for notifications or ticket escalation in order to meet existing <abbrev>SLA</abbrev>s. Service and <abbrev>SLA</abbrev> specific information in the header of new e-mails can be analyzed as usual with the PostMaster filter module.</para>
</listitem>
<listitem>
--- 2,27 ----
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
<!-- $Id$ --><chapter>
! <title>OTRS::ITSM - The OTRS for IT service management</title>
! <para>IT is expected to deliver consistently high service quality in an increasingly complex field. In this context, effective and efficient incident and problem management are indispensable. However, IT service management remains a task almost impossible if there is no consistent and up-to-date database with information about the state and configuration of the IT infrastructure. </para>
! <para>The IT Infrastructure Library®, short ITIL®, is a series of books published by the United Kingdom's Office of Government Commerce (OGC), which generically combine best practice approaches to designing, providing, operating and managing IT services. ITIL does not center the technology but the services provided by the IT and comprises information on processes, roles, responsibilities, potential problem fields/resolutions and definitions of terms.</para>
! <para>ITIL has established itself as de facto standard over the past years and its circulation in IT organizations contributed considerably to the development of a collective awareness and consistent terminology for IT service management. However, ITIL only describes "who should do what" and what should be considered along the way. In order to cover as wide a user group as possible, it does not or only rudimentarily address the issue of how to do things. Therefore, no implementable information is given for particular industries, companies or manufacturers. </para>
! <para>In December 2005, the ITIL based ISO/IEC 20000 industry standard for IT service management was published. IT organizations can apply for ISO/IEC 20000 certification and prove their conformity. </para>
! <para>The continuing boom caused demand for IT service management tools, which could represent the ITIL-based processes. So far, only proprietary solutions existed. Because of their considerable complexity, most of these tools are only affordable for large companies and effective in large IT departments.</para>
! <para>The development of OTRS::ITSM was initiated as a logical consequence of the great success of the Open Ticket Request System OTRS in order to combine the globally accepted, public ITIL recommendations with the benefits of open-source software. </para>
! <para>OTRS::ITSM 1.0 is the first real-world ITIL compliant IT service management solution on open-source basis, built on the solid fundament of over 45,000 known OTRS installations and the related active community (information dating from April 2007).</para>
! <para>Core objective of the development of OTRS::ITSM is a strong praxis orientation. This aim can be accomplished by the close development collaboration with Enterprise Consulting GmbH from Bad Homburg, which is very experienced in the practical application of ITIL. Additionally to providing ITSM consulting services and solutions, Enterprise operates complete ITIL compliant IT organizations for renowned customers. </para>
! <para>The OTRS 2.2.0 beta version was released parallelly to OTRS::ITSM 1.0 beta. The new release of the service-desk and ticket system solution OTRS forms the basis for the operation of the ITIL compliant IT service management solution OTRS::ITSM, its incident management, problem management and configuration management modules and the integrated CMDB.</para>
<para>OTRS::ITSM and OTRS are freely available (no license fees apply) and are subject to GNU General Public License (GPL).</para>
<sect1>
<title>Features</title>
! <para>OTRS::ITSM 1.0 is based on the Open Ticket Request System OTRS version 2.2 and later. All functionalities known from OTRS continue to be available and the functionalities representing ITIL processes can be installed as packages.
</para>
<para>Several improvements were effected on the core product OTRS in the course of the OTRS::ITSM development. </para>
<sect2>
! <title>New features in OTRS framework 2.2</title>
<itemizedlist>
<title>The The OTRS framework features relevant for OTRS::ITSM are:</title>
<listitem>
! <para>Services and SLAs: The new attributes "service" and "service level agreements (SLA)" were integrated in OTRS 2.2 on its way to becoming an IT service management tool. When creating a ticket, the customer can select a service (e.g. e-mail service) and a corresponding SLA. SLA attributes are "response time", "update time" and "solution time". IT service can use these attributes for notifications or ticket escalation in order to meet existing SLAs. Service and SLA specific information in the header of new e-mails can be analyzed as usual with the PostMaster filter module.</para>
</listitem>
<listitem>
***************
*** 38,42 ****
<title>OTRS::ITSM 1.0 offers:</title>
<listitem>
! <para><abbrev>ITIL</abbrev> compliant representation of "service support" processes</para>
<itemizedlist>
<listitem>
--- 38,42 ----
<title>OTRS::ITSM 1.0 offers:</title>
<listitem>
! <para>ITIL compliant representation of "service support" processes</para>
<itemizedlist>
<listitem>
***************
*** 55,65 ****
</listitem>
<listitem>
! <para><abbrev>ITIL</abbrev> compliant names for new functions and functions contained in previous OTRS versions</para>
</listitem>
<listitem>
! <para><abbrev>ITIL</abbrev> compliant role, responsibility and permission model</para>
</listitem>
<listitem>
! <para>cross-process communication management: within the <abbrev>IT</abbrev> service organization, with customers/users/management and suppliers/providers</para>
</listitem>
<listitem>
--- 55,65 ----
</listitem>
<listitem>
! <para>ITIL compliant names for new functions and functions contained in previous OTRS versions</para>
</listitem>
<listitem>
! <para>ITIL compliant role, responsibility and permission model</para>
</listitem>
<listitem>
! <para>cross-process communication management: within the IT service organization, with customers/users/management and suppliers/providers</para>
</listitem>
<listitem>
***************
*** 71,87 ****
</itemizedlist>
<para>Configuration management & integrated CMDB:</para>
! <para>OTRS::ITSM is based on an integrated configuration management data base (CMDB), which serves as the fundament for the comprehensive control of the service management processes. It represents the configuration items (<abbrev>CI</abbrev>), their complex relationships and interdependencies with each other and with other components of the service chain. </para>
<itemizedlist>
<listitem>
! <para>Comprehensive recording and management of ITSM relevant configuration items (<abbrev>CI</abbrev>s) such as computers, hardware, software, networks, documents and services, <abbrev>SLA</abbrev>s and organizational structures. </para>
</listitem>
<listitem>
! <para>Illustration of the <abbrev>IT</abbrev> service catalog and agreements in force (<abbrev>SLA</abbrev>, <abbrev>OLA</abbrev>, <abbrev>UC</abbrev>)</para>
</listitem>
<listitem>
! <para>Recording, management and illustration of technical and service related relationships and interdependences among CMDB data, e.g. a service with all necessary, alternative or relevant <abbrev>CI</abbrev>s </para>
</listitem>
<listitem>
! <para>Management of historic, current and future <abbrev>CI</abbrev> states, e.g. for problem diagnosis, server maintenance or planned changes</para>
</listitem>
<listitem>
--- 71,87 ----
</itemizedlist>
<para>Configuration management & integrated CMDB:</para>
! <para>OTRS::ITSM is based on an integrated configuration management data base (CMDB), which serves as the fundament for the comprehensive control of the service management processes. It represents the configuration items (CI), their complex relationships and interdependencies with each other and with other components of the service chain. </para>
<itemizedlist>
<listitem>
! <para>Comprehensive recording and management of ITSM relevant configuration items (CIs) such as computers, hardware, software, networks, documents and services, SLAs and organizational structures. </para>
</listitem>
<listitem>
! <para>Illustration of the IT service catalog and agreements in force (SLA, OLA, UC)</para>
</listitem>
<listitem>
! <para>Recording, management and illustration of technical and service related relationships and interdependences among CMDB data, e.g. a service with all necessary, alternative or relevant CIs </para>
</listitem>
<listitem>
! <para>Management of historic, current and future CI states, e.g. for problem diagnosis, server maintenance or planned changes</para>
</listitem>
<listitem>
***************
*** 89,93 ****
</listitem>
<listitem>
! <para>Display of virtualized <abbrev>IT</abbrev> infrastructures, e.g. server / memory virtualization</para>
</listitem>
<listitem>
--- 89,93 ----
</listitem>
<listitem>
! <para>Display of virtualized IT infrastructures, e.g. server / memory virtualization</para>
</listitem>
<listitem>
***************
*** 95,99 ****
</listitem>
<listitem>
! <para>Chronological life cycle management for <abbrev>CI</abbrev>s, from acquisition to disposal</para>
</listitem>
<listitem>
--- 95,99 ----
</listitem>
<listitem>
! <para>Chronological life cycle management for CIs, from acquisition to disposal</para>
</listitem>
<listitem>
***************
*** 107,111 ****
<itemizedlist>
<listitem>
! <para>Comprehensive support of <abbrev>IT</abbrev> service support organization processes with incident recording, classification, prioritization, direct help (1st level support), diagnosis, coordination (2nd/3rd level support, external partners etc.), service recovery, resolution, closure and documentation</para>
</listitem>
<listitem>
--- 107,111 ----
<itemizedlist>
<listitem>
! <para>Comprehensive support of IT service support organization processes with incident recording, classification, prioritization, direct help (1st level support), diagnosis, coordination (2nd/3rd level support, external partners etc.), service recovery, resolution, closure and documentation</para>
</listitem>
<listitem>
***************
*** 113,117 ****
</listitem>
<listitem>
! <para>Rule-based ticket generation and/or notification, e.g. in interaction with <abbrev>IT</abbrev> monitoring systems</para>
</listitem>
<listitem>
--- 113,117 ----
</listitem>
<listitem>
! <para>Rule-based ticket generation and/or notification, e.g. in interaction with IT monitoring systems</para>
</listitem>
<listitem>
***************
*** 119,126 ****
</listitem>
<listitem>
! <para>Complete CMDB coverage, e.g. services affected by the incident, configuration items concerned, FAQ database, link-up between tickets and <abbrev>CI</abbrev>s for analyses and reporting</para>
</listitem>
<listitem>
! <para>(Automatic) recording of <quote>articles</quote> for tickets (activity record)</para>
</listitem>
<listitem>
--- 119,126 ----
</listitem>
<listitem>
! <para>Complete CMDB coverage, e.g. services affected by the incident, configuration items concerned, FAQ database, link-up between tickets and CIs for analyses and reporting</para>
</listitem>
<listitem>
! <para>(Automatic) recording of "articles" for tickets (activity record)</para>
</listitem>
<listitem>
***************
*** 146,150 ****
<itemizedlist>
<listitem>
! <para>comprehensive support of <abbrev>IT</abbrev> organization processes in problem identification, recording, classification, prioritization, problem origin diagnosis, resolution coordination, e.g. workaround or request for change, closure and documentation</para>
</listitem>
<listitem>
--- 146,150 ----
<itemizedlist>
<listitem>
! <para>comprehensive support of IT organization processes in problem identification, recording, classification, prioritization, problem origin diagnosis, resolution coordination, e.g. workaround or request for change, closure and documentation</para>
</listitem>
<listitem>
***************
*** 178,182 ****
</listitem>
</itemizedlist>
! <para>Tickets are central information containers for <abbrev>IT</abbrev> service process management: They transport multiple possible underlying data such as:</para>
<itemizedlist>
<listitem>
--- 178,182 ----
</listitem>
</itemizedlist>
! <para>Tickets are central information containers for IT service process management: They transport multiple possible underlying data such as:</para>
<itemizedlist>
<listitem>
***************
*** 190,194 ****
</listitem>
<listitem>
! <para>associations to <abbrev>IT</abbrev> service catalog and projects</para>
</listitem>
<listitem>
--- 190,194 ----
</listitem>
<listitem>
! <para>associations to IT service catalog and projects</para>
</listitem>
<listitem>
***************
*** 196,200 ****
</listitem>
<listitem>
! <para>objects, e.g. <abbrev>CI</abbrev>s, including relations</para>
</listitem>
<listitem>
--- 196,200 ----
</listitem>
<listitem>
! <para>objects, e.g. CIs, including relations</para>
</listitem>
<listitem>
***************
*** 208,212 ****
</listitem>
<listitem>
! <para><abbrev>SLA</abbrev> information</para>
</listitem>
<listitem>
--- 208,212 ----
</listitem>
<listitem>
! <para>SLA information</para>
</listitem>
<listitem>
***************
*** 221,378 ****
</itemizedlist>
</sect2>
- <sect2>
- <title>OTRS::ITSM 1.1 features:</title>
- <para>OTRS::ITSM 1.1 offers:</para>
- <para>
- <itemizedlist>
- <listitem><para>Print function for <abbrev>CI</abbrev>s, service, <abbrev>SLA</abbrev>s, locations</para>
- <itemizedlist>
- <listitem><para>Services (for example Service)</para>
- <itemizedlist>
- <listitem><para>All information relevant for the Service (like in Zoom) are printed</para></listitem>
- <listitem><para>Linked <abbrev>SLA</abbrev>s are printed as list</para></listitem>
- </itemizedlist></listitem>
- <listitem><para><abbrev>SLA</abbrev> (for example <abbrev>SLA</abbrev>)</para>
- <itemizedlist>
- <listitem><para>Detailed informations about <abbrev>SLA</abbrev> (like in Zoom)</para></listitem>
- <listitem><para>and one line about the connected Service </para></listitem>
- </itemizedlist></listitem>
- <listitem><para><abbrev>CI</abbrev>s (for example <abbrev>CI</abbrev>)</para>
- <itemizedlist>
- <listitem><para>Detailed informations about the displayed <abbrev>CI</abbrev> version </para></listitem>
- </itemizedlist></listitem>
- <listitem><para>Locations (for example Location)</para>
- <itemizedlist>
- <listitem><para>Detailed informations about the location (like in Zoom) </para></listitem>
- </itemizedlist></listitem>
- <listitem><para>Printing of tickets (for example Ticket) has been adapted, too. <abbrev>ITIL</abbrev> specific data like criticality and impact are printed in unison</para></listitem>
- </itemizedlist></listitem>
- <listitem><para>Granular authorisation</para>
- <para>Every ITSM package creates a corresponding group: Service/<abbrev>SLA</abbrev>, location, <abbrev>CI</abbrev>, link object. Every group can inherit the traditional OTRS access authorisation, including roll capability. This authorisationn, or roll affiliation determines the access options of an agent.</para></listitem>
- <listitem><para>Customer/Service correlation</para>
- <para>Every customer is offered a seledtion of available services. Services may marked as <quote>default service</quote> .</para></listitem>
- <listitem><para>Basic statistics for tickets</para>
- <para>This exemplary statistics are predefined:</para>
- <itemizedlist>
- <listitem><para>Total number of all tickets, regardless their creation date, diversified by ticket type and priority.</para></listitem>
- <listitem><para>Total number of tickets by ticket type and state.</para></listitem>
- <listitem><para>Total number of tickets by ticket type and queue.</para></listitem>
- <listitem><para>Total number of tickets by ticket type and service.</para></listitem>
- <listitem><para>Monthly review of all tickets by ticket type.</para></listitem>
- <listitem><para>Monthly review of all tickets by ticket priority.</para></listitem>
- <listitem><para>Monthly review of all tickets by ticket status.</para></listitem>
- <listitem><para>Monthly review of all tickets by ticket queue.</para></listitem>
- <listitem><para>Monthly review of all tickets by service.</para></listitem>
- <listitem><para>Number of newly created tickets by ticket type and priority in a defined time frame.</para></listitem>
- <listitem><para>Number of newly created tickets by ticket type and status in a defined time frame.</para></listitem>
- <listitem><para>Number of newly created tickets by ticket type and queue in a defined time frame.</para></listitem>
- <listitem><para>Number of newly created tickets by ticket type and service in a defined time frame.</para></listitem>
- <listitem><para>Number of currently not solved tickets by ticket type and priority.</para></listitem>
- <listitem><para>Number of currently not solved tickets by ticket type and queue.</para></listitem>
- <listitem><para>Number of currently not solved tickets by ticket type and priority.</para></listitem></itemizedlist></listitem>
- <listitem><para>Statistics of configuration items (<abbrev>CI</abbrev>)(statistic framework)</para>
- <para>A dynamic configuration item (<abbrev>CI</abbrev>) statistic objekt is delivered, providing all data of a individual configuration items.</para>
- <para>These exemplary statistics are provided:</para>
- <itemizedlist>
- <listitem><para>Total number of all configuration items by class and status, irrespective their creation date.</para></listitem>
- <listitem><para>Monthly review of all newly created configuration items by class.</para></listitem>
- <listitem><para>Monthly review of all newly created configuration items by status.</para></listitem>
- <listitem><para>Number of newly created configuration items by class and status in defined time frame. </para></listitem>
- </itemizedlist>
- <para>The customer may define <abbrev>CI</abbrev> dynamically. This circumvents the delivery of more predefined statistics.</para></listitem>
- <listitem><para>Statistics to evaluate ad hoc solution rate</para>
- <para>A dynamic ticket statistic object, which calculates the number of tickets solved during first contact with customer</para>
- <para>These predefined statistics are provided:</para>
- <itemizedlist>
- <listitem><para>Ratio of ad hoc solution by ticket type and priority for all tickets created anytime.</para></listitem>
- <listitem><para>Ratio of ad hoc solution by ticket type and queue for all tickets created anytime.</para></listitem>
- <listitem><para>Ratio of ad hoc solution by ticket type and service for all tickets created anytime.</para></listitem>
- <listitem><para>Monthly review of ad hoc solutions by ticket type.</para></listitem>
- <listitem><para>Monthly review of ad hoc solutions by priority.</para></listitem>
- <listitem><para>Monthly review of ad hoc solutions by queue.</para></listitem>
- <listitem><para>Monthly review of ad hoc solutions by service.</para></listitem>
- <listitem><para>Ratio of ad hoc solution by ticket type and priority in defined time frame.</para></listitem>
- <listitem><para>Ratio of ad hoc solution by ticket type and queue in defined time frame.</para></listitem>
- <listitem><para>Ratio of ad hoc solution by ticket type and service in defined time frame.</para></listitem>
- </itemizedlist>
- <para>A ticket counts as ad hoc solution, if one of the following conditions is fulfilled:</para>
- <itemizedlist>
- <listitem><para>The agent opens a ticket by telephone call and closes it immediately within the ticket creation form.</para></listitem>
- <listitem><para>The agent opens a ticket by email and closes it immediately within the ticket creation form.</para></listitem>
- <listitem><para>The customer creates a ticket by email (or within the customer interface) and the agent answers (by email) and closes it immediately.</para></listitem>
- <listitem><para>The customer creates a ticket by email (or within the customer interface) and the agent calls back, creates it and closes it immediately.</para></listitem>
- </itemizedlist></listitem>
- <listitem><para>Statistics about mean solution time by service and ticket type</para>
- <para>A dynamic ticket statistic objekt, computing the average solution time of tickets is available.</para>
- <para>These exemplary statistics are available:</para>
- <itemizedlist>
- <listitem><para>Average solution time by ticket type and priority spanning all tickets created whenever.</para></listitem>
- <listitem><para>Average solution time by ticket type and queue spanning all tickets created whenever.</para></listitem>
- <listitem><para>Average solution time by ticket type and service spanning all tickets created whenever.</para></listitem>
- <listitem><para>Monthly review of average solution time by ticket-Typ.</para></listitem>
- <listitem><para>Monthly review of average solution time by priority.</para></listitem>
- <listitem><para>Monthly review of average solution time by queue.</para></listitem>
- <listitem><para>Monthly review of average solution time by service.</para></listitem>
- <listitem><para>Average time for solution by ticket type and priorität in defined time frame.</para></listitem>
- <listitem><para>Average time for solution by ticket type and queue in defined time frame.</para></listitem>
- <listitem><para>Average time for solution by ticket type and service in defined time frame. </para></listitem>
- </itemizedlist>
- <para>The computation of the time for the solution regards feasts. Closing and re-opening of a ticket is born in mind. A forgery of the statistic by immediate closing and re-opening of a ticket is excluded thereby.</para></listitem>
- <listitem><para><abbrev>CI</abbrev> Search and affiliation out of ticket creation form:</para>
- <para>Out of the ticket creation form (interface of the agent) a pop up window can be invoked, which allows the direct affiliation of the new ticket with specific <abbrev>CI</abbrev>s or existing tickets.</para>
- <para>This form allows the selection of an object (ticket or <abbrev>CI</abbrev>) and depending on this selection an appropriate link type is selected. In the search for the object is displayed and a search action initiated. Within the search results those tickets or <abbrev>CI</abbrev>s can be marked to be connected with the new ticket. After the closing of the pop up window, the ticket processing will be done as usual.</para>
- <para>The related objects are listed in the lower part of the ticket, sorted by object type.</para></listitem>
- <listitem><para><abbrev>CMDB</abbrev> Import/Export (<abbrev>CSV</abbrev> and <abbrev>API</abbrev>)</para>
- <para>The <abbrev>CMDB</abbrev> of OTRS can import initial data from <abbrev>CSV</abbrev> files, or refresh them and <abbrev>CMDB</abbrev> data can be exported to <abbrev>CSV</abbrev> files.</para>
- <para>Every line of the <abbrev>CSV</abbrev> contains one specific <abbrev>CI</abbrev> object, and the associated data to this <abbrev>CI</abbrev> are in the corresponding columns.</para>
- <para>Import and export are governed by <abbrev>ImEx</abbrev> definitions. These defintions define the affiliation of <abbrev>CSV</abbrev> columns with the elements of the <abbrev>CMDB</abbrev>. The creation of an <abbrev>ImEx</abbrev> definition takes place within the admin interface of OTRS. Every available element of the <abbrev>CMDB</abbrev> is associated to a column of the <abbrev>CSV</abbrev> file. The available elements of the <abbrev>CMDB</abbrev> are presented in a form, corresponding to the current <abbrev>CI</abbrev> definition. Additionally, a filter may be defined, restricting the <abbrev>CI</abbrev>s to be exported.</para>
- <para>An arbitrary number of <abbrev>ImEx</abbrev> definitions may be stored in the system, every definition may serve as well for import as for export.</para>
- <para>The implementation of an import (export is handled similarly) can be done interactively from the Web interface, or by a skript automatically.</para>
- <para>In the interactive variant of the import the designated <abbrev>ImEx</abbrev> definition is selected and then the <abbrev>CSV</abbrev> file is commited. The interactive export offers the <abbrev>CSV</abbrev> file for download.</para>
- <para>The automated import is done by invocation of a skript, with the name of the <abbrev>ImEx</abbrev> definition as parameter, and the name of the <abbrev>CSV</abbrev> file. During script based export the <abbrev>CI</abbrev> data is stored in a file, its name passed to the script.</para>
- <para>In advance of an import or export the selected definition is checked against the current <abbrev>CI</abbrev> definition and the processing is terminated, if inconsistancies are diagnosed. During import the compatibility with restrictions of the <abbrev>CI</abbrev> definition is checked, like mandatory elements. If necessary the affected <abbrev>CI</abbrev> data set refused, the import processing as such carried on. A protocol of the import goes to the SysLog.</para>
- <para>The <abbrev>API</abbrev> allows variants to the standardised <abbrev>CSV</abbrev> based import and export by different formats and transportation methods, like direct data base access or XML. The implementation of the <abbrev>CSV</abbrev> should be used as reference.</para>
- <itemizedlist>
- <listitem><para>Screenshots of import and export function:</para></listitem>
- <listitem><para>Import/Export - administration</para></listitem>
- <listitem><para>Import/Export - general informations</para></listitem>
- <listitem><para>Import/Export - object informationn</para></listitem>
- <listitem><para>Import/Export - format informations</para></listitem>
- <listitem><para>Import/Export - mapping informations</para></listitem>
- <listitem><para>Import/Export - search informations</para></listitem>
- </itemizedlist></listitem>
- <listitem><para>Structurered service <abbrev>CI</abbrev> view</para>
- <para>An existing service view may be extended by <abbrev>SLA</abbrev>s and the linked <abbrev>CI</abbrev>s. The incident status of <abbrev>CI</abbrev>s can be displayed. The status, derived by dependencies, of services or <abbrev>CI</abbrev>s propagates appropriately.</para>
- <para>The primary view is the existing service view (Button Service). If a service is selected by a mouse click, details of the service are displayed. This view is aumented by the line <quote>Current Incident State</quote>. This incident status s derived from the incident status dependent services and <abbrev>CI</abbrev>s.</para>
- <para>The <quote>Current Incident State</quote> is adhered to the <abbrev>CI</abbrev>, supplying two status types:</para>
- <itemizedlist>
- <listitem><para>Operational</para></listitem>
- <listitem><para>Incident </para></listitem>
- </itemizedlist>
- <para>Each status type can sum up an arbitrary number of stati.</para>
- <para>The status of a <abbrev>CI</abbrev> determines the service status, processed dynamically, with one of the values:</para>
- <itemizedlist>
- <listitem><para>Operational (green)</para></listitem>
- <listitem><para>Warning (yellow)</para></listitem>
- <listitem><para>Incident (red) </para></listitem>
- </itemizedlist>
- <para>The Propagation of the incident state is mandated by the link type <quote>depend on</quote> of the <abbrev>CI</abbrev>s by those rules:</para>
- <itemizedlist>
- <listitem><para>If a <abbrev>CI</abbrev> depends on other <abbrev>CI</abbrev>s, and one of this <abbrev>CI</abbrev>s is in state <quote>Incident</quote>, the dependent <abbrev>CI</abbrev> is in state <quote>Warning</quote>.</para></listitem>
- <listitem><para>If a service depends on <abbrev>CI</abbrev>s, and one of these <abbrev>CI</abbrev>s is in state <quote>Incident</quote>, the dependent service is in state <quote>Incident</quote>.</para></listitem>
- <listitem><para>If a service depends on <abbrev>CI</abbrev>s, and one of these <abbrev>CI</abbrev>s are in state <quote>Warning</quote>, the dependent service is in state <quote>Warning</quote>.</para></listitem>
- <listitem><para>If a service has subservices, and one of this child services is in state <quote>Incident</quote>, the parent service is in state <quote>Warning</quote>.</para></listitem>
- <listitem><para>If a service has subservices, and one of these child services is in state <quote>Warning</quote>, the parent service is in state <quote>Warning</quote>. </para></listitem>
- </itemizedlist>
- <para>The display shows the current, corresponding status of services, subservices and <abbrev>CI</abbrev>s, respectively.</para>
- <para>Screenshots of the service <abbrev>CI</abbrev> view:</para>
- <itemizedlist>
- <listitem><para><abbrev>CI</abbrev> view - direktly at the <abbrev>CI</abbrev>, its incident state is set and displayed. (green corresponds to operational, red corresponds to incident).</para></listitem>
- <listitem><para><abbrev>CI</abbrev> list view - for each <abbrev>CI</abbrev>, its incident state is diplayed.</para></listitem>
- <listitem><para>Service view - within the display of the services, the incident state is displayed, propagated conforming to the rules mentioned above.</para></listitem>
- </itemizedlist></listitem>
- </itemizedlist>
- </para>
- </sect2>
</sect1>
<sect1>
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