Hi, 19/11/2014 12:39 - Finetti Stefano wrote:
I know this may be a stupid question, but I didn't find any specific answer, so... there are no stupid questions :)
I have now a standard OTRS without the ITSM features, my employees use it for our Customer Service.
very good.
Since we also have an IT Department who (i think) would benefit from the structure of OTRS,
usually they do benefit :)
i was wondering about installing the ITSM module on the same installation of Customer Service OTRS (in order to share customer database, and configurations).
The use of one system is mostly the best idea. But you need to think about global system settings. They are all shared. You may use some ACLs or additional add ons, which you don't use for now. For the ITSM part: ITSM does not change the queue structure or standard OTRS features. It will work fine with the modules installed. But: it makes no sense, if you do not have "IT Service Management" in your company. Some things like "Service Catalogue" "Criticality and Impact" is something you should have right now. The ITSM part (for example ITSMIncidentProblemManagement) enables the ticket type mandatory and creates Impact/Criticality and Priority Matrix (calculated priorities) and that will affect your existing system, because these settings are globally. If you can answer the following questions with yes, you may install it, if you answer these with "no" you don't need it: - I have a service catalogue (it is covered with OTRS Heldpesk without ITSM) - I need ticket types (it is covered with OTRS Heldpesk without ITSM) - I need calculated priorities - I have a definiton of priorities, impacts, criticality - I know the terms "impact" and "criticality" - I want to use CMDB - I need a change management software - I have a change management established in my company - I need reports about SLAs - ... may be more? ;) I would test the ITSM modules on a UAT or testing machine first. Then you can have a look at it, what is changed and so on. But I would not recommend to install it "just to have it" or if you say "perhaps it might be useful." If you can for sure say: "Yes, it is a must in my company" then do it. cheers -- Florian