On 28 April 2011 04:14, Steve Durbin
<Steve.Durbin@bridgend.gov.uk> wrote:
We went for a mix-and-match solution which may be of interest to others.
We create records on OTRS for each newly purchased device from our procurement process.
We use Microsoft SCCM as the main discovery and management tool, and pick up data from SCCM daily which is injected into the OTRS records maintaining details useful to the service desk; examples are network address, linked networks, last logged on user, memory size, cpu count/speed.
We have added a link to the SCCM record and the SCCM remote control tool to the CMDB detail screen which then allows agents to click through to these should they be needed to fix/investigate the ticket.
SCCM records not found on OTRS are reported as exceptions - helps with the security process.
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Steve Durbin
Group Manager Applications Delivery / Cyfarwyddwr Grŵp Trosglwyddo Rhaglenni
Bridgend County Borough Council / Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr
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