September 2007 - itsm - OTRS mailing lists

OTRS:ISTM Data model
by Philippe de LUSSY 13 Sep '07

13 Sep '07

Progressing in the OTRS:ISTM evaluation , we are really impress by the maturity and the functionality : Great job. But we are facing problems with the data model : we are a service provider with : * large customers , with hierarchical organization, and services are provided either globally or to a specific group , each of them having several users, and a users can be part of different groups : ak IT central department must see all company tickets, while a application manager need to see only tickets related to his activities but the sevrice can be depenent of other sevrices / ConfigItem, normally "linked" to another group * large customers with several locations * our own locations ( Data-centers) are used for several locations * asset ( configItem) normally belong to customers , but for our own infrastructure , our assets belong to us, but are used by several customers taking in account the above we see several limitations to the present data model : * customers users are "linked" to a company , ,via the CustomerId would be much easier to have a a "customerCompanyId" in the customer users table linked ( N:1) to the CustomerCompany table I saw a bug on the matter ( 2199 ) which address the problem , but is there somebody working on it ? * CustomerCompany model should allow description of hierachical organization, ( as it is possible to link ConfigItem wit "part of" links) * it should be able to link location to company ( or sub-Company ) , probably with a 1:N link ( to handle shared locations) ( perhaps possible by crating a new link type and a new Partner association ??) * it should be able to linked ConfigItem to Company ( doable ? ) and location , ( doable with a new link type and a new association ) again with 1:N link toward Company ( shared configItem) , and probably 1:1 to locations ( for physical assets) or 1:N for "virtual assets" as a Network link and with different link types : owned_by, used_by; rented_to * we should eb able to define a Contract * then we should be able also to link a Contract to a Company a Service to a Contract and then a Service to one or several Config Item or a location ( questionnable ) with limitation of possible Services, restricted by available Services for a Company ( via the dependency used_by of the ConfigItem to Company) Its likely that most of these things can be implemented via Custom link types and Custom partner association, but then the usage of it , in a real life, through link management will be quite heavy. Would be better to be intregated directly in all relevant module ( ticket, location, compnay, ConfigItem, ...) Dependent of the above, this should then impact possible selection when creating / updating a ticket : i.e having selecting a Company , being able to select only users / location / COnfigItem / contract / services of that company Another point on the link management is the capability to "massively" select several object and to link them , with one operation to another object , something as the Bulk action for the ticket Is there any plans to move in these directions ? Thanks in advance Best regards Philippe

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stupid newbie question ( to be discarded !)
by Philippe de LUSSY 12 Sep '07

12 Sep '07

It was really a stupid question : I forgot to reload the apache server !!!! please discard sorry for the noise Regards Philippe being a newbie, I will certainlt ask a stupid question As a service provider we are evaluating oTRS +ISTM , whihc , at least on paper, seems to fullfill our requirements ( replacement of an old ticketing system , non ITIL) but starting to play with it, I encounter difficulties to do some customisation: for exempal, I try to re-activate the Free Text field in the ticket view, ( menu has disappear following the ISTM installation) . In order to do so , I have re-activated * Ticket::Frontend::MenuModule###310-FreeText * Frontend::Module###AgentTicketFreeText in TicketITSMTicket.xml Then relogin in OTRS but without visible result ( the menu bar still do not display the "FreeField" item, and stay with the "ITSM Field" itme ( which is normal , by the way ) SO the dumb question, is how to have the application to take in account these changes. I though the xml files were parsed at each connection to OTRS ? Thanks in advance Best regards Philippe

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stupid newbie question
by Philippe de LUSSY 12 Sep '07

12 Sep '07

being a newbie, I will certainlt ask a stupid question As a service provider we are evaluating oTRS +ISTM , whihc , at least on paper, seems to fullfill our requirements ( replacement of an old ticketing system , non ITIL) but starting to play with it, I encounter difficulties to do some customisation: for exempal, I try to re-activate the Free Text field in the ticket view, ( menu has disappear following the ISTM installation) . In order to do so , I have re-activated * Ticket::Frontend::MenuModule###310-FreeText * Frontend::Module###AgentTicketFreeText in TicketITSMTicket.xml Then relogin in OTRS but without visible result ( the menu bar still do not display the "FreeField" item, and stay with the "ITSM Field" itme ( which is normal , by the way ) SO the dumb question, is how to have the application to take in account these changes. I though the xml files were parsed at each connection to OTRS ? Thanks in advance Best regards Philippe

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Outage planning
by Matthew Joyce 10 Sep '07

10 Sep '07

Is there any plan to extend this module to include outage planning ? I would like to be able to : * Plan an outage by selecting infrastructure items. * View the services which will be affected * View the staff groups who will be affected. * Prepare outage notifications (email) * Schedule downtime in Nagios. Is anything like this planned for ITSM ? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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average resolution time
by BCalderwood 10 Sep '07

10 Sep '07

How do I find out what our average resolution time is when using otrs?

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OTRS::ITSM
by Alexander Scholler 10 Sep '07

10 Sep '07

Hi OTRS-developers, I just took my first deeper look to OTRS::ITSM, especially to the "Config-Item"-section. My first impression: great work. I want to say a big thank you for you work done! Looks like now an OSS is available for storing a CMDB. For the efficient usage of OTRS::ITSM, it's perhaps recommended to take another couple of days of consulting... ;-) Which packages have to be installed (or shorter: can be bypassed) if you only want to use "Config-Item"? Does this make sense? Bye, Alex

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Adding ore modifying Link-types
by Alexander Scholler 10 Sep '07

10 Sep '07

Hi, E.g. I want to link a server to a rack (location) and the available link-types don't fit. Adding "Includes" (LinkObject2::Type###Includes) to LinkObject2::PossiblePartner###ITSMLocation could be a solution. But I want to use a self-defines link-type like "server 'is mouted' in rack" and "rack 'contains' server". How can an additional link-type be added (under Framework -> Core::LinkObject2::Types)? What are the consequences? Bye, Alex

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Page for Freetext-fields gone
by Alexander Scholler 10 Sep '07

10 Sep '07

Hi, after installing the ITSM-packages on v2.2.2, there is an additional page "additional itsm-fields" (zusätzliche ITSM-Felder), but my page for the standard "freetext-fields" is no longer available. If I want to call the page via url, I get this error: Module Kernel::Modules::AgentTicketFreeText not registered in Kernel/Config.pm because Frontend::Module###AgentTicketFreeText and Ticket::Frontend::MenuModule###310-FreeText was disable automatically during ITSM-installation. Why? Perhaps to disable any backdoor for modifying the special freetext/time-fields which are used by ITSM? I enabled both and now the FreeText-page is available again. Is there any problem with this? Bye, Alex

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Antw: itsm Digest, Vol 5, Issue 3 (Abwesenheit)
by Reto Schubnell 09 Sep '07

09 Sep '07

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Handle different companies with otrs itsm
by Niels Przybilla 04 Sep '07

04 Sep '07

Hi, Is it possible to seperate customers and their according hardware with otrs and itsm ? It seems that when I create a computer it is available general ... Thnaks for your help and best regards Niels Przybilla Inhaber SF-Design ---------------------------------------------- Niels Przybilla SF-Design Unser Geschäft basiert auf Mund zu Mund Propaganda und Empfehlungen. Wenn Sie jemanden kennen, der unsere Dienste gebrauchen kann, teilen Sie uns dieses bitte mit. Wenn Sie einen bestimmten Service, egal ob privat oder geschäftlich brauchen, sprechen Sie uns an. Wir können Ihnen bestimmt einen unserer zuverlässigen Geschäftspartner empfehlen. SF-Design Przybilla & Bottereau GbR Kurfürstendamm 125a 10711 Berlin Tel: 030 - 89 00 67 16 Fax: 030 - 89 00 67 17 e-mail: np(a)sf-design.net http://www.sf-design.net

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