AW: [otrs] Using OTRS in an operations only environment?

[s taylor]

Hello.

What is 'SIROS'?  I couldn't find any info in search engines.

Thanks in advance.

================================
>From: <shawn.beasley at dlh.de>
>Reply-To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
>To: <otrs at otrs.org>
>Subject: AW: [otrs] Using OTRS in an operations only environment?
>Date: Wed, 6 Sep 2006 09:32:14 +0200
>
>Hi,
>
>That is the great thing about OTRS, you can use it how you like.  From my 
>experience, I would try a combination of OTRS/SIROS (because of the better 
>assignment of rolls) and http://www.dotproject.net dotProject because of 
>the scheduling and dependencies of changes.
>
>Best Wishes,
> 
>Shawn Beasley
>Support - IT
>LPID LPI000077664
>VERIFICATION NUMBER 3vk4xshbx6
> 
>LPIC - 1
>
>Cargo Future Communications GmbH
>Building 1335
>D-55483 Hahn-Airport
> 
>Tel.    +49 6543 983 113
>Fax    +49 6543 983 119
>Mobil: +49 151 12 12 8934
>Email: shawn.beasley at dlh.de
>Web:  http://www.cfc-callcenter.com
> 
>________________________________________
>Von: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] Im Auftrag von 
>Fasano, Anthony
>Gesendet: Dienstag, 5. September 2006 17:25
>An: otrs at otrs.org
>Betreff: [otrs] Using OTRS in an operations only environment?
>
>I am looking at apps to use for managing tasks in an Ops only environment 
>where the agents and customers are generally the same people.
>Two example scenarios would be:
>Provision a New Server -
>1. SA submits a request to the CM people to stand up a new box.
>2. The CM is approved and the ticket is assigned to the SA
>3. The SA submits tickets to the network and infrastructure teams for a 
>rack location, switch port, and an IP address.
>4. The network and infrastructure teams provide the info and the SA 
>completes the task.
>
>NOC incident response:
>1. The monitoring systems report a problem.
>2. The NOC opens an incident and investigates.
>3. The incident becomes an outage.
>4. The NOC escalates the incident to an SA to handle.
>
>In the last scenario it would be nice to know when it was changed to an 
>outage and when it was changed back to an incident. The incident ticket 
>must always remain in the NOC queue and perhaps an associated ticket be 
>assigned to the SA.  In the end, all actions must be accounted for.
>
>As you can see, there is no real distinction between 'customer' and 'agent' 
>since anyone submitting a ticket may or may not be the one actually working 
>on it.
>
>Has this ever been done? If not, what would the level of effort be to 
>implement this?  Also, I see there is a Generic Agent. Could the agent be 
>used to open additional tickets based on the content of the original one, 
>this simulating a kind of workflow?
>
>A.J. Fasano
>Enterprise Management Team
>Network Solutions, LLC
>
>_______________________________________________
>OTRS mailing list: otrs - Webpage: http://otrs.org/
>Archive: http://lists.otrs.org/pipermail/otrs
>To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>Support orr consulting for your OTRS system?
>=> http://www.otrs.com/