19/11/2014 12:35 - Finetti Stefano wrote:

Hello everyone.

I know this may be a stupid question, but I didn't find any specific answer, so...

I have now a standard OTRS without the ITSM features, my employees use it for our Customer Service.

Since we also have an IT Department who (i think) would benefit from the structure of OTRS, i was wondering about installing the ITSM module on the same installation of Customer Service OTRS (in order to share customer database, and configurations).

Can OTRS still be used as "normal" after ITSM module installations? Or the usage will be affected even for queues and services that are not IT related?

Thanks in advance

Hi,

it depends on which parts of ITSM you install (you can also choose to install only individual parts, e.g. install service management but do not install CMDB).

It will effect parts of the usage of OTRS. E.g. installing ITSM modules will activate type and service if they have not been activated so far and the Incident Problem Management will e.g. prepopulate ticket types. It will also create categories for SLAs and a number of other things.

So in short: It will change OTRS in some ways, but depending on your configuration it does not have to influence the usage of the customer service department a lot.

Another thought: Why do you want to install ITSM modules for your IT department? Did you have a close look at their functionalities? It might be, that you want to do normal request/incident/problem handling in your IT department and could also do this without the ITSM modules.

--Mathias