- itsm - OTRS mailing lists

(no subject)
by Kevin Valleroy 14 Sep '07

14 Sep '07

I am working with ITSM and I am having some trouble. When I create a new config item, I do not have any fields to add the detail for the item. The only information that I can add is the system name and state. If I try to edit it, those are the only fields that I have. Shouldn't there be other information such as networking information or serial number? I am I missing a setting to turn this on? Kevin

1 0

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

1 0

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

1 0

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

1 0

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

2 1

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?

2 1

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

2 1

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

2 1

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

2 1

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

09 Sep '07

1 0