[itsm-announce] OTRS::ITSM 1.1.1 (Whitehaven Beach) is released!

Mon May 5 08:49:53 GMT 2008

+++++++++++++++++++++++++ Release Note ++++++++++++++++++++++++

We are proud to announce that the stable release of 
OTRS::ITSM 1.1.1 (Whitehaven Beach) has been released today.

OTRS::ITSM is the first ITIL compliant IT service management
solution on open-source basis. It is built on the solid 
fundament of 55,000 OTRS productive installations in 24 languages.

OTRS::ITSM 1.1.1 requires the installation of the Open 
Ticket Request System OTRS version 2.2.6. All functionalities
known from OTRS continue to be available and the functionalities
representing ITIL processes can be installed as additional packages.

New features:
=============

* Authorization concept - each object: Service/SLA, Location, CI,
  Linkobject no create an own group, so the agents rights can be 
  assigned more granulary.
* Services can be assigned to authorized customers. Further more, 
  services may be assigned as general 'defaultservices' which are
  valid for use for each customer.
* A structured tree view on services & CIs including informations 
  on each objects current status allows to analyse an incident 
  and calculate the incidents impact on affected services and
  customers.
* A service agent may search, select and assign any of a customers    
  configuration items (CIs) while recording an incident ticket.
* Configuration items (CIs) may now be imported and exported in a 
  CSV file or by using the API
* A huge variety of additional reports have been created, e.g.:

  - Total of all ever created tickets per ticket-type and 
    priority; status; queue; service
  - Monthly overview of all ever created tickets of a previous 
    month per ticket-type; priority; status; queue; service
  - Total of created tickets in a defined period per ticket-type
    and priority; status; queue; service
  - Total of all open tickets per ticket-type and priority; queue;
    service
  - Total of all configuration items (CIs) created in a previous 
    month per class; per status
  - Total of all configuration items (CIs) created per class; per
    status
  - Total of all configuration items (CIs) created in a defined 
    period per class; per status

  Much more reports have been added providing specific data
  regarding first time solution rate and average resolution time!

  - First time solution rate of all ever created tickets per 
    ticket-type and priority; queue; service
  - First time solution rate in a previous month per ticket-type; 
    per priority; per queue; per service
  - First time solution rate in a defined period per ticket-type and 
    priority; queue; service
  - Average resolution time of all ever created tickets per ticket-
    type and priority; queue; service
  - Average resolution time in a previous month per ticket-
    type and priority; queue; service
  - Average resolution time in a defined period per ticket-
    type and priority; queue; service

* Added print function for CIs, Services, SLAs, Locations
* Added cache mechanism in General Catalog to improve performance
* Use Kernel/System/Valid.pm instead of own valid functions in 
  General catalog

Enhancements:
===============

* Improved performance of the config item search mechanism.
* Added new Unit tests to increase the code quality.

Minor Bugfixes:
===============

* Bug #2841 - NameSearch fails in the VersionSearch() function.
              [ http://bugs.otrs.org/show_bug.cgi?id=2841 ]

* Bug #2728 - The CI search function ignored some search criteria.
              [ http://bugs.otrs.org/show_bug.cgi?id=2728 ]

* Bug #2875 - Case insensitive CI search was not possible.
              [ http://bugs.otrs.org/show_bug.cgi?id=2875 ]

* Bug #2754 - Incident state couldn't be calulated correctly 
              in certain cases.
              [ http://bugs.otrs.org/show_bug.cgi?id=2754 ]

* Bug #2876 - No mouseover info available for name, deployment
              state and incident state.
              [ http://bugs.otrs.org/show_bug.cgi?id=2876 ]

Download:
=========

* http://otrs.org/download/
* http://www.otrs.com/en/download/software/
* ftp://ftp.otrs.org/pub/otrs/itsm/packages11  (Germany/Hamburg)

A complete list of all download mirrors (ftp/http/rsync) is available
at http://otrs.org/download/

MD5 message digest (128-bit) checksums:
=======================================

0d5c42d53219d4428e8acf782786046b
ftp://ftp.otrs.org/pub/otrs/itsm/packages11/GeneralCatalog-1.1.1.opm
be7abc5a3b4c3156f56b91eb08e2b3ae
ftp://ftp.otrs.org/pub/otrs/itsm/packages11/ImportExport-1.1.1.opm
2818f309b7b3c760f2880c96e81f0f54
ftp://ftp.otrs.org/pub/otrs/itsm/packages11/ITSMConfigItem-1.1.1.opm
103184432a5c8bc8d81a7624138663f7
ftp://ftp.otrs.org/pub/otrs/itsm/packages11/ITSMCore-1.1.1.opm
da8916d0d276f9e86e9a627b179b067b
ftp://ftp.otrs.org/pub/otrs/itsm/packages11/ITSMLocation-1.1.1.opm
fc2c46fcbac53d035bbc59a2f02186da
ftp://ftp.otrs.org/pub/otrs/itsm/packages11/ITSMService-1.1.1.opm
4d25d9b247a460648b094905fc6aa296
ftp://ftp.otrs.org/pub/otrs/itsm/packages11/ITSMStats-1.1.1.opm
4bc43a6c5112f43d3b1d195d1aac411c
ftp://ftp.otrs.org/pub/otrs/itsm/packages11/ITSMTicket-1.1.1.opm
012331a1a5acf690060d8df4fb9e2395
ftp://ftp.otrs.org/pub/otrs/itsm/packages11/LinkObject2-1.1.1.opm

Important for Upgrading:
==================
A short installation guide is provided with the following file:
ftp://ftp.otrs.org/pub/otrs/itsm/INSTALL-1.1.ITSM 

The previous installation guide regarding OTRS::ITSM 1.0 (the
stable release) was renamend and may now be found under:
ftp://ftp.otrs.org/pub/otrs/itsm/INSTALL-1.0.ITSM

-- NEW OBJECT PERMISSIONS --

Due to a more granular authorization structure new designed 
authorizations have to be assigned to the users after installation
or upgrading to OTRS::ITSM.

If you do not assign the authorizations, the agents won't be able 
to access the areas:

* Config Item
* Service
* Location

If you do not assign the authorizations, it won't be possible to
create any kind of links to other objects (e.g. other tickets). That
means functions that were available before the update may not work if
you update to OTRS::ITSM 1.1.1. without setting the authorizations.

The following authorization groups are available in the administration
interface:

* itsm-service - Access to the agent view of services and sla's
* itsm-configitem - Access to the agent view of config items
* itsm-location - Access to the agent view of locations
* linkobject2 - Access to the agents authorizations to link objects

-- DB2 SUPPORT --

In order to update an existing OTRS::ITSM 1.0.x installation to 
OTRS::ITSM 1.1.x while running it on DB2, two table columns need
to be renamed manually.

1. Table column 'current_state_id' within the table 'configitem' need 
   to be renamed to 'cur_depl_state_id'. That might be handled over
the 
   DB2 console by using the following commands:

ALTER TABLE configitem ADD COLUMN cur_depl_state_id INTEGER GENERATED
ALWAYS AS (current_state_id);
SET INTEGRITY FOR configitem IMMEDIATE CHECKED FORCE GENERATED;
ALTER TABLE configitem ALTER cur_depl_state_id DROP EXPRESSION;
ALTER TABLE configitem DROP COLUMN current_state_id;
CALL SYSPROC.ADMIN_CMD ('REORG TABLE configitem');

2. Table column 'state_id' within the table 'configitem_version' need 
   to be renamed to 'depl_state_id'. That might be handled over the 
   DB2 console by using the following commands:

ALTER TABLE configitem_version ADD COLUMN depl_state_id INTEGER
GENERATED ALWAYS AS (state_id);
SET INTEGRITY FOR configitem_version IMMEDIATE CHECKED FORCE
GENERATED;
ALTER TABLE configitem_version ALTER depl_state_id DROP EXPRESSION;
ALTER TABLE configitem_version DROP COLUMN state_id;
CALL SYSPROC.ADMIN_CMD ('REORG TABLE configitem_version');

Bug reporting:
==============
Although OTRS::ITSM 1.1.1 has been tested before, we 
appreciate your contributions and bug reports. The OTRS
community, has always been an invaluable source of helpful
suggestions, fair comments and well skilled testers to us.

Therefore a great "THX!" goes out to you!

o http://bugs.otrs.org/  

((enjoy))

--

Hauke Jan Böttcher
Director Sales & Marketing

((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
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