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February 2008

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OTRS::ITSM 1.1.0 beta1 (Whitehaven Beach) is released!
by Hauke Böttcher 28 Feb '08

28 Feb '08

Dear Community Members, +++++++++++++++++++++++++ Release Note ++++++++++++++++++++++++ We are proud to announce OTRS::ITSM 1.1.0 beta1 (Whitehaven Beach) today. This is a beta release of OTRS::ITSM 1.1. which is not recommended to use for productive operation. Beta releases are published for test purposes only. 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 23 languages. OTRS::ITSM 1.1.0 beta1 requires the installation of the Open Ticket Request System OTRS version 2.2.5. All functionalities known from OTRS continue to be available and the functionalities representing ITIL processes can be installed as additional packages. Enhancement: ============ * 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 UnitTests to check the code quality * Added cache mechanism in General Catalog to improve performance * Use Kernel/System/Valid.pm instead of own valid functions in General catalog * Refactored code to improve performance and stability Known Issues: ============= * Bug #2725 - The Configuration Item (CI) import functionality denies import in certain cases. CIs are not created as they should but silently skipped. [ http://bugs.otrs.org/show_bug.cgi?id=2725 ] * Bug #2726 - When exporting a CI, in rare cases the internal ID is exported instead of the textual description. [ http://bugs.otrs.org/show_bug.cgi?id=2726 ] * Bug #2727 - When using carriage return while recording a multiple line text description for a CI it might happen, that HTML code '<br>' is created. Printing that CI as a PDF then causes that the HTML code is printed as plain text at each lines end (where carriage return was used). [ http://bugs.otrs.org/show_bug.cgi?id=2727 ] * Bug #2728 - The CI search function seems to ignore some search criteria, when multiple criteria are selected. [ http://bugs.otrs.org/show_bug.cgi?id=2728 ] Download: ========= * http://otrs.org/download/ * http://www.otrs.com/en/download/software/ * ftp://ftp.otrs.org/pub/otrs/ (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: ======================================= 5d174d26dfbf33f64f327075434b7c78 ftp://ftp.otrs.org/pub/otrs/itsm/packages/GeneralCatalog-1.0.91.opm 4736db60dd6970f8829551fac54147f0 ftp://ftp.otrs.org/pub/otrs/itsm/packages/ImportExport-1.0.91.opm b910efe007a894af7d7e6630bb16bb8d ftp://ftp.otrs.org/pub/otrs/itsm/packages/ITSMConfigItem-1.0.91.opm 92545cf17bd3236309e392d60155ee45 ftp://ftp.otrs.org/pub/otrs/itsm/packages/ITSMCore-1.0.91.opm cf0c8a6500ebcef42bcce27b90f7ff7f ftp://ftp.otrs.org/pub/otrs/itsm/packages/ITSMLocation-1.0.91.opm 6a6a26f71ae622164e7aaac954d5d022 ftp://ftp.otrs.org/pub/otrs/itsm/packages/ITSMService-1.0.91.opm c15d2d6b97deb4c16ed52ed267c2498e ftp://ftp.otrs.org/pub/otrs/itsm/packages/ITSMStats-1.0.91.opm dac6d92a9565709f23771033689ff546 ftp://ftp.otrs.org/pub/otrs/itsm/packages/ITSMTicket-1.0.91.opm c0565ed0f32c0455b36dc923922f48f3 ftp://ftp.otrs.org/pub/otrs/itsm/packages/LinkObject2-1.0.91.opm Installation: ============= 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 Bug Reporting: ============== Although OTRS::ITSM 1.1.0 beta1 has been tested before, we appreciate your contributions and bug reports. You, 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! * http://bugs.otrs.org/ ((enjoy)) -- Hauke Jan Böttcher Director Sales & Marketing ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 6172 681988 10 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann

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