[otrs-cvs] doc-itsm/en fdl.xml, 1.2, 1.3 incident-problem.xml, 1.2, 1.3 admin-area.xml, 1.6, 1.7 release-management.xml, 1.2, 1.3 itsm.xml, 1.16, 1.17 first-steps.xml, 1.3, 1.4 change-management.xml, 1.5, 1.6 commercial-services.xml, 1.2, 1.3 installation.xml, 1.11, 1.12 service-desk.xml, 1.7, 1.8 stats.xml, 1.3, 1.4 calendar.xml, 1.4, 1.5 preface.xml, 1.2, 1.3 cmdb.xml, 1.12, 1.13 book.xml, 1.10, 1.11 api.xml, 1.3, 1.4
"CVS commits notifications of OTRS.org" <[email protected]>
| Newsgroups | gmane.comp.otrs.cvs |
|---|---|
| Message-ID | <[email protected]> |
Comments:
Update of /home/cvs/doc-itsm/en
In directory lancelot:/tmp/cvs-serv17866/en
Modified Files:
fdl.xml incident-problem.xml admin-area.xml
release-management.xml itsm.xml first-steps.xml
change-management.xml commercial-services.xml installation.xml
service-desk.xml stats.xml calendar.xml preface.xml cmdb.xml
book.xml api.xml
Log Message:
Updated documentation. Changed to UTF-8 encoding. Code style improvements.
Author: ub
Index: fdl.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/fdl.xml,v
retrieving revision 1.2
retrieving revision 1.3
diff -2 -u -d -r1.2 -r1.3
--- fdl.xml 15 Aug 2008 12:31:25 -0000 1.2
+++ fdl.xml 28 Jan 2013 16:11:53 -0000 1.3
@@ -1,3 +1,3 @@
-<?xml version='1.0' encoding='ISO-8859-1'?>
+<?xml version='1.0' encoding='UTF-8'?>
<!DOCTYPE appendix PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN"
"http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
Author: ub
Index: incident-problem.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/incident-problem.xml,v
retrieving revision 1.2
retrieving revision 1.3
diff -2 -u -d -r1.2 -r1.3
--- incident-problem.xml 14 Aug 2008 17:06:36 -0000 1.2
+++ incident-problem.xml 28 Jan 2013 16:11:53 -0000 1.3
@@ -1,3 +1,3 @@
-<?xml version = '1.0' encoding = 'ISO-8859-1'?>
+<?xml version = '1.0' encoding = 'UTF-8'?>
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
<!-- $Id$ --><chapter>
Author: ub
Index: admin-area.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/admin-area.xml,v
retrieving revision 1.6
retrieving revision 1.7
diff -2 -u -d -r1.6 -r1.7
--- admin-area.xml 17 Feb 2010 20:31:31 -0000 1.6
+++ admin-area.xml 28 Jan 2013 16:11:53 -0000 1.7
@@ -1,145 +1,196 @@
-<?xml version = '1.0' encoding = 'ISO-8859-1'?>
+<?xml version = '1.0' encoding = 'UTF-8'?>
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
-<!-- $Id$ --><chapter>
+<!-- $Id$ -->
+<chapter>
<title>The admin area of OTRS::ITSM</title>
- <para>The admin area is the central interface for the ticket system administrator. All important settings of the system configuration can be checked and/or changed here, and the system can be adapted to individual needs. </para>
- <para>The admin area can be accessed via the "admin" link in the agent interface navigation bar. The link is only shown to users logged on to the system as OTRS::ITSM administrators or having administrator permissions in the system. After a default installation you can log on to the system as OTRS admin using the user name "root@localhost" and the password "root".</para>
+ <para>
+ The admin area is the central interface for the ticket system
+ administrator. All important settings of the system configuration can
+ be checked and/or changed here, and the system can be adapted to
+ individual needs.
+ </para>
+ <para>
+ The admin area can be accessed via the "admin" link in the agent
+ interface navigation bar. The link is only shown to users logged on to
+ the system as OTRS::ITSM administrators or having administrator
+ permissions in the system. After a default installation you can log on
+ to the system as OTRS admin using the user name
+ "root@localhost" and the password "root".
+ </para>
<warning>
- <para>Make sure to change the password of root@localhost in the user preferences as quickly as possible after the installation as it is the default password and commonly known. </para>
+ <para>
+ Make sure to change the password of root@localhost in the user
+ preferences as quickly as possible after the installation as it is
+ the default password and commonly known.
+ </para>
</warning>
<para>
- <itemizedlist>
+ <itemizedlist>
- <listitem>
- <para>from OTRS::ITSM 1.0 on</para>
- <itemizedlist>
- <listitem>
- <para>[ General Catalog ]</para>
- </listitem>
- <listitem>
- <para>[ Criticality - Impact - Priority </para>
- </listitem>
- <listitem>
- <para>[ ConfigItem ]</para>
- </listitem>
- </itemizedlist>
- </listitem>
+ <listitem>
+ <para>from OTRS::ITSM 1.0 on</para>
+ <itemizedlist>
+ <listitem>
+ <para>[ General Catalog ]</para>
+ </listitem>
+ <listitem>
+ <para>[ Criticality - Impact - Priority </para>
+ </listitem>
+ <listitem>
+ <para>[ ConfigItem ]</para>
+ </listitem>
+ </itemizedlist>
+ </listitem>
- <listitem>
- <para>from OTRS::ITSM 1.1 on</para>
- <itemizedlist>
- <listitem>
- <para>[ Import/Export ]</para>
- </listitem>
- </itemizedlist>
- </listitem>
+ <listitem>
+ <para>from OTRS::ITSM 1.1 on</para>
+ <itemizedlist>
+ <listitem>
+ <para>[ Import/Export ]</para>
+ </listitem>
+ </itemizedlist>
+ </listitem>
- <listitem>
- <para>from OTRS::ITSM 2.0 on</para>
- <itemizedlist>
- <listitem>
- <para>[ Notification (ITSM Change Management) ]</para>
- </listitem>
- <listitem>
- <para>[ Category - Impact - Priority ]</para>
- </listitem>
- <listitem>
- <para>[ State Machine ]</para>
- </listitem>
- </itemizedlist>
- </listitem>
+ <listitem>
+ <para>from OTRS::ITSM 2.0 on</para>
+ <itemizedlist>
+ <listitem>
+ <para>[ Notification (ITSM Change Management) ]</para>
+ </listitem>
+ <listitem>
+ <para>[ Category - Impact - Priority ]</para>
+ </listitem>
+ <listitem>
+ <para>[ State Machine ]</para>
+ </listitem>
+ </itemizedlist>
+ </listitem>
- <listitem>
- <para>from OTRS 2.2 on</para>
- <itemizedlist>
- <listitem>
- <para>[ Type ]</para>
- </listitem>
- <listitem>
- <para>[ Status ]</para>
- </listitem>
- <listitem>
- <para>[ Service ]</para>
- </listitem>
- <listitem>
- <para>[ SLA ]</para>
- </listitem>
- </itemizedlist>
- </listitem>
+ <listitem>
+ <para>from OTRS 2.2 on</para>
+ <itemizedlist>
+ <listitem>
+ <para>[ Type ]</para>
+ </listitem>
+ <listitem>
+ <para>[ Status ]</para>
+ </listitem>
+ <listitem>
+ <para>[ Service ]</para>
+ </listitem>
+ <listitem>
+ <para>[ SLA ]</para>
+ </listitem>
+ </itemizedlist>
+ </listitem>
- <listitem>
- <para>from OTRS 2.3 on</para>
- <itemizedlist>
- <listitem>
- <para>[ Priority ]</para>
- </listitem>
- </itemizedlist>
- </listitem>
+ <listitem>
+ <para>from OTRS 2.3 on</para>
+ <itemizedlist>
+ <listitem>
+ <para>[ Priority ]</para>
+ </listitem>
+ </itemizedlist>
+ </listitem>
- </itemizedlist>
+ </itemizedlist>
</para>
<para>
- <screenshot>
- <screeninfo>index.pl - Admin Area</screeninfo>
- <graphic fileref="screenshots/admin-area.png" scale="50" srccredit="Admin Area - screenshot" />
- </screenshot>
- </para>
- <sect1>
- <title>The general catalog</title>
- <para>As the name indicates, the general catalog serves for basic ITSM relevant configurations in OTRS::ITSM.</para>
- <para>
<screenshot>
- <screeninfo>index.pl - Admin General Catalog</screeninfo>
- <graphic fileref="screenshots/admin-general-catalog-management.png" scale="50" srccredit="Admin General Catalog - screenshot" />
- </screenshot>
- </para>
- <para>For example the editing of reference chart entries for drop-down fields: </para>
- <para>
- <screenshot>
- <screeninfo>index.pl - Admin General Catalog</screeninfo>
- <graphic fileref="screenshots/admin-general-catalog-management-edit.png" scale="50" srccredit="Admin General Catalog - screenshot" />
+ <screeninfo>Admin Area</screeninfo>
+ <graphic fileref="screenshots/admin-area.png" scale="50" srccredit="Admin Area - screenshot" />
</screenshot>
</para>
+ <sect1>
+ <title>The general catalog</title>
+ <para>
+ As the name indicates, the general catalog serves for basic ITSM
+ relevant configurations in OTRS::ITSM.
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>Admin General Catalog</screeninfo>
+ <graphic fileref="screenshots/admin-general-catalog-management.png" scale="50" srccredit="Admin General Catalog - screenshot" />
+ </screenshot>
+ </para>
+ <para>For example the editing of reference chart entries for drop-down
+ fields: </para>
+ <para>
+ <screenshot>
+ <screeninfo>Admin General Catalog</screeninfo>
+ <graphic fileref="screenshots/admin-general-catalog-management-edit.png" scale="50" srccredit="Admin General Catalog - screenshot" />
+ </screenshot>
+ </para>
</sect1>
<sect1>
- <title>Configurating configuration item classes</title>
- <para>By default OTRS::ITSM provides five CI classes to represent all relevant IT elements:</para>
- <itemizedlist>
- <listitem>
- <para>[ Computer ]</para>
- <para>All CIs, which are classically referred to as computers, e.g. desktop PCs or laptops, and all intelligent, configurable and non-peripheral appliances such as switches, routers or other active network components.</para>
- </listitem>
- <listitem>
- <para>[ Hardware ]</para>
- <para>All hardware components not being considered as computers, ranging from "blade center" chassis, to printers and USB sticks depending on the level of detailedness of the listing.</para>
- </listitem>
- <listitem>
- <para>[ Network ]</para>
- <para>Logical nets (LAN, WLAN, WAN etc.), which span IP address spaces.</para>
- </listitem>
- <listitem>
- <para>[ Software ]</para>
- <para>All software products and licenses.</para>
- </listitem>
- <listitem>
- <para>[ Locations ]</para>
- <para>All Locations, e.g. building, workplace, IT facility.</para>
- </listitem>
- </itemizedlist>
- <para>If the five classes do not suffice to describe your IT environment, further classes can be added via the "general catalog" link in the OTRS::ITSM admin area. After creating a new CI class in the general catalog, a definition must be entered in ConfigItem".</para>
- <para>
- <screenshot>
- <screeninfo>index.pl - Admin General Catalog</screeninfo>
- <graphic fileref="screenshots/admin-general-catalog-management-class.png" scale="50" srccredit="Admin General Catalog - screenshot" />
- </screenshot>
- </para>
- <warning>
- <para>The design of a CMDB data model and the CIs to be managed in it is a task which should not be underestimated. Our experience shows that it is highly recommendable to validate conceptual thoughts in a dry run against the existing IT infrastructure before changing the OTRS::ITSM standard data model and/or CI classes. It has proven of value to resort to external assistance, e.g. of ITIL practice experts for the CMDB design. </para>
- </warning>
- <para>Please find below a part of the self-explaining default configuration for the "computer" CI class:</para>
- <para>
- <screen>
+ <title>Configurating configuration item classes</title>
+ <para>
+ By default OTRS::ITSM provides five CI classes to represent all
+ relevant IT elements:
+ </para>
+ <itemizedlist>
+ <listitem>
+ <para>[ Computer ]</para>
+ <para>
+ All CIs, which are classically referred to as computers, e.g.
+ desktop PCs or laptops, and all intelligent, configurable and
+ non-peripheral appliances such as switches, routers or other active
+ network components.
+ </para>
+ </listitem>
+ <listitem>
+ <para>[ Hardware ]</para>
+ <para>
+ All hardware components not being considered as computers,
+ ranging from "blade center" chassis, to printers and USB sticks
+ depending on the level of detailedness of the listing.
+ </para>
+ </listitem>
+ <listitem>
+ <para>[ Network ]</para>
+ <para>
+ Logical nets (LAN, WLAN, WAN etc.), which span IP address spaces.
+ </para>
+ </listitem>
+ <listitem>
+ <para>[ Software ]</para>
+ <para>All software products and licenses.</para>
+ </listitem>
+ <listitem>
+ <para>[ Locations ]</para>
+ <para>All Locations, e.g. building, workplace, IT facility.</para>
+ </listitem>
+ </itemizedlist>
+ <para>
+ If the five classes do not suffice to describe your IT
+ environment, further classes can be added via the "general catalog"
+ link in the OTRS::ITSM admin area. After creating a new CI class in
+ the general catalog, a definition must be entered in
+ ConfigItem".
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>Admin General Catalog</screeninfo>
+ <graphic fileref="screenshots/admin-general-catalog-management-class.png" scale="50" srccredit="Admin General Catalog - screenshot" />
+ </screenshot>
+ </para>
+ <warning>
+ <para>
+ The design of a CMDB data model and the CIs to be managed in it
+ is a task which should not be underestimated. Our experience shows
+ that it is highly recommendable to validate conceptual thoughts in a
+ dry run against the existing IT infrastructure before changing the
+ OTRS::ITSM standard data model and/or CI classes. It has proven of
+ value to resort to external assistance, e.g. of ITIL practice
+ experts for the CMDB design.
+ </para>
+ </warning>
+ <para>
+ Please find below a part of the self-explaining default configuration for the "computer" CI class:
+ </para>
+ <para>
+ <screen>
[
{
@@ -220,41 +271,71 @@
];
- </screen>
- </para>
- <para>Attribute changes and amendments can be effected in the graphical configuration area selecting "change definition":</para>
- <para>
- <screenshot>
- <screeninfo>admin-configitem-management-change</screeninfo>
- <graphic fileref="screenshots/admin-configitem-management-change.png" scale="50" srccredit="admin-configitem-management-change - screenshot" />
- </screenshot>
- </para>
- <warning>
- <para>In order to assure the consistency of the data managed in OTRS::ITSM, information created in the admin area of the system cannot be deleted as a general rule. If you want to deactivate such information, change the value in the respective listbox settings from "valid" to "invalid" or "invalid-temporarily". </para>
- </warning>
+ </screen>
+ </para>
+ <para>
+ Attribute changes and amendments can be effected in the
+ graphical configuration area selecting "change definition":
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>admin-configitem-management-change</screeninfo>
+ <graphic fileref="screenshots/admin-configitem-management-change.png" scale="50" srccredit="admin-configitem-management-change - screenshot" />
+ </screenshot>
+ </para>
+ <warning>
+ <para>
+ In order to assure the consistency of the data managed in
+ OTRS::ITSM, information created in the admin area of the system
+ cannot be deleted as a general rule. If you want to deactivate such
+ information, change the value in the respective listbox settings
+ from "valid" to "invalid" or "invalid-temporarily".
+ </para>
+ </warning>
</sect1>
<sect1>
- <title>Version management of CI classes</title>
- <para>Version management for all CI classes is integrated into the system. The latest versions are used for the processes represented in OTRS::ITSM. </para>
- <para>
- <screenshot>
- <screeninfo>admin-configitem-management</screeninfo>
- <graphic fileref="screenshots/admin-configitem-management.png" scale="50" srccredit="admin-configitem-management - screenshot" />
- </screenshot>
- </para>
+ <title>Version management of CI classes</title>
+ <para>
+ Version management for all CI classes is integrated into the
+ system. The latest versions are used for the processes represented in
+ OTRS::ITSM.
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>admin-configitem-management</screeninfo>
+ <graphic fileref="screenshots/admin-configitem-management.png" scale="50" srccredit="admin-configitem-management - screenshot" />
+ </screenshot>
+ </para>
</sect1>
<sect1>
- <title>Adjustment of ticket state</title>
- <para>In ITIL compliant incident management, incidents are either resolved successfully or closed with a workaround. For such cases, OTRS::ITSM standard provides the ticket state "closed with workaround".</para>
- <para>
- <screenshot>
- <screeninfo>admin-state-management</screeninfo>
- <graphic fileref="screenshots/admin-state-management.png" scale="50" srccredit="admin-state-management - screenshot" />
- </screenshot>
- </para>
- <para>With OTRS::ITSM you can change ticket states or add new ones. There are two important options: the name of the state "state-name" and the type of it "state-type". All states and types available by default are pictured above.</para>
- <para>State names can be chosen freely. In the "state" settings within the admin interface new states can be added or changed for existing state types.</para>
- <para>Please consider that changes to the "new" state require changes in the configuration file kernel/config.pm or in the graphical configuration front-end. </para>
- <para>
- <screen>
+ <title>Adjustment of ticket state</title>
+ <para>
+ In ITIL compliant incident management, incidents are either
+ resolved successfully or closed with a workaround. For such cases,
+ OTRS::ITSM standard provides the ticket state "closed with
+ workaround".</para>
+ <para>
+ <screenshot>
+ <screeninfo>admin-state-management</screeninfo>
+ <graphic fileref="screenshots/admin-state-management.png" scale="50" srccredit="admin-state-management - screenshot" />
+ </screenshot>
+ </para>
+ <para>
+ With OTRS::ITSM you can change ticket states or add new ones.
+ There are two important options: the name of the state
+ "state-name" and the type of it "state-type". All
+ states and types available by default are pictured above.
+ </para>
+ <para>
+ State names can be chosen freely. In the "state" settings within
+ the admin interface new states can be added or changed for existing
+ state types.
+ </para>
+ <para>
+ Please consider that changes to the "new" state require changes
+ in the configuration file kernel/config.pm or in the graphical
+ configuration front-end.
+ </para>
+ <para>
+ <screen>
[...]
# PostmasterDefaultState
@@ -267,9 +348,13 @@
[...]
- </screen>
- </para>
- <para>The same applies to changes to the "open" state: changes in the kernel/Config.pm or in the graphical configuration frontend are necessary.</para>
- <para>
- <screen>
+ </screen>
+ </para>
+ <para>
+ The same applies to changes to the "open" state: changes in the
+ kernel/Config.pm or in the graphical configuration frontend are
+ necessary.
+ </para>
+ <para>
+ <screen>
[...]
# default phone new state
@@ -282,59 +367,96 @@
$Self->{PostmasterFollowUpState} = 'open';
[...]
- </screen>
- </para>
+ </screen>
+ </para>
- <warning>
- <para>In order to assure the consistency of the data managed in OTRS::ITSM, information created in the admin area of the system cannot be deleted as a general rule. If you want to deactivate such information, change the value in the respective listbox settings from "valid" to "invalid" or "invalid-temporarily". </para>
- </warning>
+ <warning>
+ <para>
+ In order to assure the consistency of the data managed in
+ OTRS::ITSM, information created in the admin area of the system
+ cannot be deleted as a general rule. If you want to deactivate such
+ information, change the value in the respective listbox settings
+ from "valid" to "invalid" or "invalid-temporarily".
+ </para>
+ </warning>
</sect1>
<sect1>
- <title>The criticality impact priority matrix</title>
- <para>OTRS::ITSM provides five ticket priority levels:</para>
- <itemizedlist>
- <listitem>
- <para>[ Criticality ]</para>
- <para>Significance ("criticality") of the service for the IT user(s)/customer(s)</para>
- </listitem>
- <listitem>
- <para>[ Impact ]</para>
- <para>Impact of failures of the concerned service on the user(s)/customer(s)</para>
- </listitem>
- <listitem>
- <para>[ Priority ]</para>
- <para>Priority within OTRS::ITSM as resulting from criticality and impact</para>
- </listitem>
- </itemizedlist>
- <para>The OTRS::ITSM ticket priority is determined with the matrix shown below and the prioritized ticket is integrated in the queue views.</para>
- <para>
- <screenshot>
- <screeninfo>admin-priority-allocation</screeninfo>
- <graphic fileref="screenshots/admin-priority-allocation.png" scale="50" srccredit="admin-priority-allocation - screenshot" />
- </screenshot>
- </para>
- <para>The level number, descriptions and validity can be accessed and changed in the admin interface via the "general catalog" link: </para>
- <para>
- <screenshot>
- <screeninfo>admin-general-catalog-management-priority</screeninfo>
- <graphic fileref="screenshots/admin-general-catalog-management-priority.png" scale="50" srccredit="admin-general-catalog-management-priority - screenshot" />
- </screenshot>
- </para>
+ <title>The criticality impact priority matrix</title>
+ <para>OTRS::ITSM provides five ticket priority levels:</para>
+ <itemizedlist>
+ <listitem>
+ <para>[ Criticality ]</para>
+ <para>
+ Significance ("criticality") of the service for the IT user(s)/customer(s)
+ </para>
+ </listitem>
+ <listitem>
+ <para>[ Impact ]</para>
+ <para>
+ Impact of failures of the concerned service on the user(s)/customer(s)
+ </para>
+ </listitem>
+ <listitem>
+ <para>[ Priority ]</para>
+ <para>
+ Priority within OTRS::ITSM as resulting from criticality and impact
+ </para>
+ </listitem>
+ </itemizedlist>
+ <para>
+ The OTRS::ITSM ticket priority is determined with the matrix
+ shown below and the prioritized ticket is integrated in the queue
+ views.
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>admin-priority-allocation</screeninfo>
+ <graphic fileref="screenshots/admin-priority-allocation.png" scale="50" srccredit="admin-priority-allocation - screenshot" />
+ </screenshot>
+ </para>
+ <para>
+ The level number, descriptions and validity can be accessed and
+ changed in the admin interface via the "general catalog" link:
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>admin-general-catalog-management-priority</screeninfo>
+ <graphic fileref="screenshots/admin-general-catalog-management-priority.png" scale="50" srccredit="admin-general-catalog-management-priority - screenshot" />
+ </screenshot>
+ </para>
</sect1>
<sect1>
- <title>Adjustment of ticket priorities</title>
- <para>Tickets are arranged within OTRS::ITSM on the basis of ticket priorities, i.e. tickets with a higher priority are displayed further up in the queue views and lower priority ones in lower positions. Priorities can be adjusted, re-named and amended in the graphical admin frontend. </para>
- <para>
- <screenshot>
- <screeninfo>admin-priority-management</screeninfo>
- <graphic fileref="screenshots/admin-priority-management.png" scale="50" srccredit="admin-priority-management" />
- </screenshot>
- </para>
- <para>More detailed information can be found in the OTRS Admin Manual.</para>
- <warning>
- <para>The "id" attribute decides the OTRS::ITSM internal sequence of priorities. => 1 corresponds to the minimum and 5 (or higher) to the maximum. The number in the priority name is used to implement the correct sequence within the priorities. </para>
- </warning>
- <warning>
- <para>In order to assure the consistency of the data managed in OTRS::ITSM, information created in the admin area of the system cannot be deleted as a general rule. If you want to deactivate such information, change the value in the respective listbox settings from "valid" to "invalid" or "invalid-temporarily". </para>
- </warning>
+ <title>Adjustment of ticket priorities</title>
+ <para>
+ Tickets are arranged within OTRS::ITSM on the basis of ticket
+ priorities, i.e. tickets with a higher priority are displayed further
+ up in the queue views and lower priority ones in lower positions.
+ Priorities can be adjusted, re-named and amended in the graphical
+ admin frontend.
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>admin-priority-management</screeninfo>
+ <graphic fileref="screenshots/admin-priority-management.png" scale="50" srccredit="admin-priority-management" />
+ </screenshot>
+ </para>
+ <para>More detailed information can be found in the OTRS Admin Manual.
+ </para>
+ <warning>
+ <para>
+ The "id" attribute decides the OTRS::ITSM internal
+ sequence of priorities. => 1 corresponds to the minimum and 5 (or
+ higher) to the maximum. The number in the priority name is used to
+ implement the correct sequence within the priorities.
+ </para>
+ </warning>
+ <warning>
+ <para>
+ In order to assure the consistency of the data managed in
+ OTRS::ITSM, information created in the admin area of the system
+ cannot be deleted as a general rule. If you want to deactivate such
+ information, change the value in the respective listbox settings
+ from "valid" to "invalid" or "invalid-temporarily".
+ </para>
+ </warning>
</sect1>
</chapter>
Author: ub
Index: release-management.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/release-management.xml,v
retrieving revision 1.2
retrieving revision 1.3
diff -2 -u -d -r1.2 -r1.3
--- release-management.xml 14 Aug 2008 13:38:22 -0000 1.2
+++ release-management.xml 28 Jan 2013 16:11:53 -0000 1.3
@@ -1,8 +1,16 @@
-<?xml version = '1.0' encoding = 'ISO-8859-1'?>
+<?xml version = '1.0' encoding = 'UTF-8'?>
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
-<!-- $Id$ --><chapter>
+<!-- $Id$ -->
+<chapter>
<title>Release Management</title>
- <para>The release management process will be implemented in a later OTRS::ITSM version.
-Basic information, however, can be configured, captured and controlled since version 1.0 too. </para>
- <para>As an example, approval rules or overviews from DSL (Definitive Software Library) can be configured and used. </para>
+ <para>
+ The release management process will be implemented in a later
+ OTRS::ITSM version.
+ Basic information, however, can be configured, captured and controlled
+ since version 1.0 too.
+ </para>
+ <para>
+ As an example, approval rules or overviews from DSL (Definitive
+ Software Library) can be configured and used.
+ </para>
</chapter>
Author: ub
Index: itsm.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/itsm.xml,v
retrieving revision 1.16
retrieving revision 1.17
diff -2 -u -d -r1.16 -r1.17
--- itsm.xml 11 Feb 2011 12:47:54 -0000 1.16
+++ itsm.xml 28 Jan 2013 16:11:53 -0000 1.17
@@ -1,320 +1,435 @@
-<?xml version = '1.0' encoding = 'ISO-8859-1'?>
+<?xml version = '1.0' encoding = 'UTF-8'?>
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
-<!-- $Id$ --><chapter>
+<!-- $Id$ -->
+<chapter>
<title>OTRS::ITSM - The OTRS for IT service management</title>
- <para>IT is expected to deliver consistently high service quality in an increasingly complex field. In this context, effective and efficient incident and problem management are indispensable. However, IT service management remains a task almost impossible if there is no consistent and up-to-date database with information about the state and configuration of the IT infrastructure. </para>
- <para>The IT Infrastructure Library®, short ITIL®, is a series of books published by the United Kingdom's Office of Government Commerce (OGC), which generically combine best practice approaches to designing, providing, operating and managing IT services. ITIL does not center the technology but the services provided by the IT and comprises information on processes, roles, responsibilities, potential problem fields/resolutions and definitions of terms.</para>
- <para>ITIL has established itself as de facto standard over the past years and its circulation in IT organizations contributed considerably to the development of a collective awareness and consistent terminology for IT service management. However, ITIL only describes "who should do what" and what should be considered along the way. In order to cover as wide a user group as possible, it does not or only rudimentarily address the issue of how to do things. Therefore, no implementable information is given for particular industries, companies or manufacturers. </para>
- <para>In December 2005, the ITIL based ISO/IEC 20000 industry standard for IT service management was published. IT organizations can apply for ISO/IEC 20000 certification and prove their conformity. </para>
[...1416 lines suppressed...]
- <para>Separate mailing lists have been set up for OTRS::ITSM. Please visit http://lists.otrs.org (http://lists.otrs.org/):</para>
- <para>
- <screenshot>
- <screeninfo>lists.OTRS.org</screeninfo>
- <graphic scale="50" fileref="screenshots/lists-otrs-org.png" srccredit="lists.OTRS.org - screenshot" />
- </screenshot>
- </para>
+ <title>Mailing lists</title>
+ <para>
+ Separate mailing lists have been set up for OTRS::ITSM. Please
+ visit http://lists.otrs.org (http://lists.otrs.org/):
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>lists.OTRS.org</screeninfo>
+ <graphic scale="50" fileref="screenshots/lists-otrs-org.png" srccredit="lists.OTRS.org - screenshot" />
+ </screenshot>
+ </para>
</sect1>
</chapter>
Author: ub
Index: first-steps.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/first-steps.xml,v
retrieving revision 1.3
retrieving revision 1.4
diff -2 -u -d -r1.3 -r1.4
--- first-steps.xml 27 Jul 2009 10:51:00 -0000 1.3
+++ first-steps.xml 28 Jan 2013 16:11:53 -0000 1.4
@@ -1,28 +1,42 @@
-<?xml version = '1.0' encoding = 'ISO-8859-1'?>
+<?xml version = '1.0' encoding = 'UTF-8'?>
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
-<!-- $Id$ --><chapter>
+<!-- $Id$ -->
+<chapter>
<title>First steps in OTRS::ITSM</title>
- <para>OTRS::ITSM completely uses the agent and customer interfaces (customer frontend) implemented in OTRS. If OTRS has been used before, all features and steps such as login, queue configuration, user preferences, filters, rules, user permissions etc. can continually be used without any modifications. </para>
- <para>The manual at hand will therefore only discuss differences to OTRS and new aspects of OTRS::ITSM and will focus particularly on: </para>
+ <para>
+ OTRS::ITSM completely uses the agent and customer interfaces
+ (customer frontend) implemented in OTRS. If OTRS has been used before,
+ all features and steps such as login, queue configuration, user
+ preferences, filters, rules, user permissions etc. can continually be
+ used without any modifications.
+ </para>
+ <para>
+ The manual at hand will therefore only discuss differences to
+ OTRS and new aspects of OTRS::ITSM and will focus particularly on:
+ </para>
<itemizedlist>
- <listitem>
- <para>IT services and SLAs</para>
- </listitem>
- <listitem>
- <para>the CMDB</para>
- </listitem>
- <listitem>
- <para>new ticket fields and functions</para>
- </listitem>
- <listitem>
- <para>ITIL compliant terminology</para>
- </listitem>
+ <listitem>
+ <para>IT services and SLAs</para>
+ </listitem>
+ <listitem>
+ <para>the CMDB</para>
+ </listitem>
+ <listitem>
+ <para>new ticket fields and functions</para>
+ </listitem>
+ <listitem>
+ <para>ITIL compliant terminology</para>
+ </listitem>
</itemizedlist>
- <para>Detailed information on the settings and proceedings identical in OTRS and OTRS::ITSM are provided at http://doc.otrs.org/2.4/en/html/ in the OTRS Admin Manual, which is constantly being revised. </para>
<para>
- <screenshot>
- <screeninfo>Admin-Manual</screeninfo>
- <graphic fileref="screenshots/admin-manual.png" scale="50" srccredit="Admin Manual - screenshot" />
- </screenshot>
+ Detailed information on the settings and proceedings identical in
+ OTRS and OTRS::ITSM are provided at http://doc.otrs.org/3.2/en/html/
+ in the OTRS Admin Manual, which is constantly being revised.
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>Admin-Manual</screeninfo>
+ <graphic fileref="screenshots/admin-manual.png" scale="50" srccredit="Admin Manual - screenshot" />
+ </screenshot>
</para>
</chapter>
Author: ub
Index: change-management.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/change-management.xml,v
retrieving revision 1.5
retrieving revision 1.6
diff -2 -u -d -r1.5 -r1.6
--- change-management.xml 25 May 2010 13:14:15 -0000 1.5
+++ change-management.xml 28 Jan 2013 16:11:53 -0000 1.6
@@ -1,3 +1,3 @@
-<?xml version='1.0' encoding='ISO-8859-1'?>
+<?xml version='1.0' encoding='UTF-8'?>
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd" [
]>
@@ -9,5 +9,10 @@
</title>
<para>
- Change Management, according to ITIL, is a Service Transition process whose purpose is to manage IT changes, including planning, documentation and implementation upon approval and clearance. The objective is to minimize negative effects on the IT infrastructure, particularly on critical services, resulting from ad-hoc or poorly-managed changes or amendments.
+ Change Management, according to ITIL, is a Service Transition process whose
+ purpose is to manage IT changes, including planning, documentation and
+ implementation upon approval and clearance. The objective is to
[...1330 lines suppressed...]
- Reports are available in "CSV" or "Print" (PDF) output formats.
+ Reports are available in "CSV" or "Print" (PDF) output
+ formats.
</para>
</sect2>
@@ -3660,8 +3902,12 @@
</title>
<para>
- The report allows the definition of a relative (eg. Changes within the last x days) or absolute time period (eg. Changes from date1 to date 2). In addition, it is also possible to define the RFC Requester to be reported.
+ The report allows the definition of a relative (eg. Changes within the
+ last x days) or absolute time period (eg. Changes from date1 to date
+ 2). In addition, it is also possible to define the RFC Requester to
+ be reported.
</para>
<para>
- Reports are available in "CSV" or "Print" (PDF) output formats.
+ Reports are available in "CSV" or "Print" (PDF) output
+ formats.
</para>
</sect2>
Author: ub
Index: commercial-services.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/commercial-services.xml,v
retrieving revision 1.2
retrieving revision 1.3
diff -2 -u -d -r1.2 -r1.3
--- commercial-services.xml 14 Aug 2008 17:06:36 -0000 1.2
+++ commercial-services.xml 28 Jan 2013 16:11:53 -0000 1.3
@@ -1,76 +1,150 @@
-<?xml version = '1.0' encoding = 'ISO-8859-1'?>
+<?xml version = '1.0' encoding = 'UTF-8'?>
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
-<!-- $Id$ --><chapter>
+<!-- $Id$ -->
+<chapter>
<title>Commercial services for OTRS::ITSM</title>
- <para>OTRS AG is manufacturer and source code owner of OTRS and all modules based upon it (e.g. OTRS::ITSM) and a professional service provider. Unlike those of proprietary software providers, OTRS AG's business model is not based on license fees: OTRS and OTRS::ITSM are available free of cost and we offer commercial services associated with the software applications instead. </para>
- <para>As your capable partner, we provide optimal support in all phases of your OTRS project design, realization and operation. We believe in deploying the most modern methods and our staff are highly skilled experts. This philosophy guarantees credit for powerful business applications and happy customers lauding our service quality (http://www.otrs.com/en/references/). </para>
+ <para>OTRS AG is manufacturer and source code owner of OTRS and all
+ modules based upon it (e.g. OTRS::ITSM) and a professional service
+ provider. Unlike those of proprietary software providers, OTRS AG's
+ business model is not based on license fees: OTRS and OTRS::ITSM are
+ available free of cost and we offer commercial services associated
+ with the software applications instead. </para>
+ <para>As your capable partner, we provide optimal support in all phases
+ of your OTRS project design, realization and operation. We believe in
+ deploying the most modern methods and our staff are highly skilled
+ experts. This philosophy guarantees credit for powerful business
+ applications and happy customers lauding our service quality
+ (http://www.otrs.com/en/references/). </para>
<sect1>
- <title>OTRS::ITSM consulting and implementation</title>
- <para>Are you planning to use OTRS::ITSM or have found out about OTRS::ITSM in a new product screening and want to assess the system's eligibility for your requirements. Or is your OTRS::ITSM evaluation completed and you want to make use of our consulting services to efficiently lead your project towards success.</para>
- <para>We offer extensive practical expertise in IT process consulting, software engineering, development, and ITIL compliant IT operations and support. Security and quality management for your project complement our service portfolio. You benefit from an extensive and quick knowledge transfer. </para>
- <para>Our services include:</para>
- <itemizedlist>
- <listitem>
- <para>identification of your requirements and assistance with product evaluation</para>
- </listitem>
- <listitem>
- <para>guidance on design and implementation of ITSM process and organizational structures</para>
- </listitem>
- <listitem>
- <para> ITIL assessments and support with ISO 20000 certification</para>
- </listitem>
- <listitem>
- <para>ITIL trainings and coaching</para>
- </listitem>
- <listitem>
- <para>ITIL implementation</para>
- </listitem>
- <listitem>
- <para>compilation of IT service catalogs</para>
- </listitem>
- <listitem>
- <para>CMDB design</para>
- </listitem>
- <listitem>
- <para>installation & configuration of OTRS::ITSM including integration with your existing system environment</para>
- </listitem>
- <listitem>
- <para>review & optimization of existing OTRS::ITSM installations</para>
- </listitem>
- <listitem>
- <para>process and data migration from predecessor systems</para>
- </listitem>
- <listitem>
- <para>release updates</para>
- </listitem>
- <listitem>
- <para>specification of business and IT requirements and features, which exceed the given functional range of OTRS::ITSM </para>
- </listitem>
- <listitem>
- <para>design and realization of project complimentary administrator and service agent trainings </para>
- </listitem>
- <listitem>
- <para>advisory services regarding managed operations (ASP/SaaS) of OTRS::ITSM and application support</para>
- </listitem>
- </itemizedlist>
+ <title>OTRS::ITSM consulting and implementation</title>
+ <para>Are you planning to use OTRS::ITSM or have found out about
+ OTRS::ITSM in a new product screening and want to assess the system's
+ eligibility for your requirements. Or is your OTRS::ITSM evaluation
+ completed and you want to make use of our consulting services to
+ efficiently lead your project towards success.</para>
+ <para>We offer extensive practical expertise in IT process consulting,
+ software engineering, development, and ITIL compliant IT operations
+ and support. Security and quality management for your project
+ complement our service portfolio. You benefit from an extensive and
+ quick knowledge transfer. </para>
+ <para>Our services include:</para>
+ <itemizedlist>
+ <listitem>
+ <para>identification of your requirements and assistance with
+ product evaluation</para>
+ </listitem>
+ <listitem>
+ <para>guidance on design and implementation of ITSM process and
+ organizational structures</para>
+ </listitem>
+ <listitem>
+ <para> ITIL assessments and support with ISO 20000 certification
+ </para>
+ </listitem>
+ <listitem>
+ <para>ITIL trainings and coaching</para>
+ </listitem>
+ <listitem>
+ <para>ITIL implementation</para>
+ </listitem>
+ <listitem>
+ <para>compilation of IT service catalogs</para>
+ </listitem>
+ <listitem>
+ <para>CMDB design</para>
+ </listitem>
+ <listitem>
+ <para>installation & configuration of OTRS::ITSM including
+ integration with your existing system environment</para>
+ </listitem>
+ <listitem>
+ <para>review & optimization of existing OTRS::ITSM installations
+ </para>
+ </listitem>
+ <listitem>
+ <para>process and data migration from predecessor systems</para>
+ </listitem>
+ <listitem>
+ <para>release updates</para>
+ </listitem>
+ <listitem>
+ <para>specification of business and IT requirements and features,
+ which exceed the given functional range of OTRS::ITSM </para>
+ </listitem>
+ <listitem>
+ <para>design and realization of project complimentary administrator
+ and service agent trainings </para>
+ </listitem>
+ <listitem>
+ <para>advisory services regarding managed operations (ASP/SaaS) of
+ OTRS::ITSM and application support</para>
+ </listitem>
+ </itemizedlist>
</sect1>
<sect1>
- <title>Software development</title>
- <para>One significant advantage of the open-source software OTRS::ITSM is its flexibility regarding potential extensions of the functional range. No "vendor lock-in", a typical risk of proprietary systems and protracted negotiations with the manufacturer about expanding the functional range or building interfaces apply with OTRS::ITSM. </para>
- <para>Experienced project managers and developers are at your disposal at any time to translate your requirements exceeding the functional range of OTRS::ITSM into business and IT specifications. We develop your features, program interfaces or upgrade existent functionalities according to your conception. </para>
- <para>Extensions, which are useful for other customers too, will be added to the standard in later releases. All parties involved benefit: OTRS::ITSM is even more powerful with the features "born" by you and other customers, and you save the cost of porting your features to new releases. </para>
+ <title>Software development</title>
+ <para>One significant advantage of the open-source software OTRS::ITSM
+ is its flexibility regarding potential extensions of the functional
+ range. No "vendor lock-in", a typical risk of proprietary systems and
+ protracted negotiations with the manufacturer about expanding the
+ functional range or building interfaces apply with OTRS::ITSM. </para>
+ <para>Experienced project managers and developers are at your disposal
+ at any time to translate your requirements exceeding the functional
+ range of OTRS::ITSM into business and IT specifications. We develop
+ your features, program interfaces or upgrade existent functionalities
+ according to your conception. </para>
+ <para>Extensions, which are useful for other customers too, will be
+ added to the standard in later releases. All parties involved
+ benefit: OTRS::ITSM is even more powerful with the features "born" by
+ you and other customers, and you save the cost of porting your
+ features to new releases. </para>
</sect1>
<sect1>
- <title>Application support</title>
- <para>The decision for an IT service management solution is an investment into the future which should not be underestimated, even if you opt for open-source software. A competent consulting partner is critical for the success of such an implementation project. Just as important, however, is a planned and successful porting of the solution to the life system and the lasting support of a reliable partner guaranteeing a faultless operating application service. </para>
- <para>We provide this continuous support and our service packages are tailored flexibly to meet your requirements. They offer differentiated response times for the various service level agreements with up to 24/7/365 support, 24/7/365 access to our support portal, and optional phone support. Please visit http://www.otrs.com/en/support/ for all details or contact our sales team at [email protected].</para>
- <para>You will only pay for the services you really need. Optional add-on packages, e.g. support via remote control or an extension of the application support services to other OTRS::ITSM instances can be booked if required.</para>
- <para>Our ITIL compliant operating Application Support Team is continually optimizing its processes and performance. Therefore, our service manager will contact you regularly to discuss your wishes and requirements regarding our services. The monthly service reporting in the service package of your choice serves as a base for these conversations.</para>
+ <title>Application support</title>
+ <para>The decision for an IT service management solution is an
+ investment into the future which should not be underestimated, even
+ if you opt for open-source software. A competent consulting partner
+ is critical for the success of such an implementation project. Just
+ as important, however, is a planned and successful porting of the
+ solution to the life system and the lasting support of a reliable
+ partner guaranteeing a faultless operating application service.
+ </para>
+ <para>We provide this continuous support and our service packages are
+ tailored flexibly to meet your requirements. They offer
+ differentiated response times for the various service level
+ agreements with up to 24/7/365 support, 24/7/365 access to our
+ support portal, and optional phone support. Please visit
+ http://www.otrs.com/en/support/ for all details or contact our sales
+ team at [email protected].</para>
+ <para>You will only pay for the services you really need. Optional
+ add-on packages, e.g. support via remote control or an extension of
+ the application support services to other OTRS::ITSM instances can be
+ booked if required.</para>
+ <para>Our ITIL compliant operating Application Support Team is
+ continually optimizing its processes and performance. Therefore, our
+ service manager will contact you regularly to discuss your wishes and
+ requirements regarding our services. The monthly service reporting in
+ the service package of your choice serves as a base for these
+ conversations.</para>
</sect1>
<sect1>
- <title>Managed application services (ASP/SaaS)</title>
- <para>You do not have to operate OTRS and/or OTRS::ITSM yourself. The products can be rented via the so called "ASP" (application service provisioning) resp. "SaaS" (software as a service) model from specialized companies.</para>
- <para>The customers (software users) are admitted internet access to exclusively rented OTRS systems and, where required, functional application support (see section above) at a fixed monthly price and can employ the application in their business to the contracted extent. No additional license fees apply as only open-source products are used.</para>
- <para>The application service provider operates IT infrastructure, systems and software ITIL compliantly and guarantees service quality according to the agreed service levels. The provider maintains the application system, (e.g. patches, backup, monitoring), and supports the customer with incidents and/or service requests such as consultation requests, software extensions or configuration requests. </para>
+ <title>Managed application services (ASP/SaaS)</title>
+ <para>You do not have to operate OTRS and/or OTRS::ITSM yourself. The
+ products can be rented via the so called "ASP" (application
+ service provisioning) resp. "SaaS" (software as a service)
+ model from specialized companies.</para>
+ <para>The customers (software users) are admitted internet access to
+ exclusively rented OTRS systems and, where required, functional
+ application support (see section above) at a fixed monthly price and
+ can employ the application in their business to the contracted
+ extent. No additional license fees apply as only open-source products
+ are used.</para>
+ <para>The application service provider operates IT infrastructure,
+ systems and software ITIL compliantly and guarantees service quality
+ according to the agreed service levels. The provider maintains the
+ application system, (e.g. patches, backup, monitoring), and supports
+ the customer with incidents and/or service requests such as
+ consultation requests, software extensions or configuration requests.
+ </para>
</sect1>
</chapter>
Author: ub
Index: installation.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/installation.xml,v
retrieving revision 1.11
retrieving revision 1.12
diff -2 -u -d -r1.11 -r1.12
--- installation.xml 15 Jun 2010 14:49:59 -0000 1.11
+++ installation.xml 28 Jan 2013 16:11:53 -0000 1.12
@@ -1,11 +1,12 @@
-<?xml version = '1.0' encoding = 'ISO-8859-1'?>
+<?xml version = '1.0' encoding = 'UTF-8'?>
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
-<!-- $Id$ --><chapter>
+<!-- $Id$ -->
+<chapter>
<title>Installing OTRS::ITSM</title>
- <para>OTRS framework 2.4 must be installed prior to the installation of OTRS::ITSM. All necessary information, options and installation procedures are depicted in the OTRS Admin Manual.
-</para>
- <warning>
- <para>Installation of the OTRS::ITSM packages requires empty free-text fields 13-16 and free-time fields 3-6 in the complete system! </para>
- </warning>
+ <para>
+ OTRS framework 3.2 must be installed prior to the installation of
+ OTRS::ITSM. All necessary information, options and installation
+ procedures are depicted in the OTRS Admin Manual.
+ </para>
<sect1>
@@ -13,14 +14,24 @@
<title>Installation</title>
- <para>As soon as OTRS 2.4 or later is installed, sign on as administrator. Using the package manager in the admin area or via ftp://ftp.otrs.org/pub/otrs/itsm/packages20/ and install the ITSM packages in the following order: </para>
+ <para>
+ As soon as OTRS 3.2 or later is installed, sign on as
+ administrator. Using the package manager in the admin area or via
+ ftp://ftp.otrs.org/pub/otrs/itsm/packages32/ and install the ITSM
+ packages in the following order:
+ </para>
<itemizedlist>
- <listitem>
- <para>GeneralCatalog</para>
- </listitem>
- <listitem>
- <para>ITSMCore</para>
- </listitem>
+ <listitem>
+ <para>GeneralCatalog</para>
+ </listitem>
+ <listitem>
+ <para>ITSMCore</para>
+ </listitem>
</itemizedlist>
- <para>If you have internet access from OTRS, use the online repository [--OTRS::ITSM 2.0 Master--] to install the packages below. Otherwise download the packages and use the package manager to install the packages:</para>
+ <para>
+ If you have internet access from OTRS, use the online repository
+ [--OTRS::ITSM 3.2 Master--] to install the packages below. Otherwise
+ download the packages and use the package manager to install the
+ packages:
+ </para>
<itemizedlist>
@@ -48,10 +59,13 @@
</itemizedlist>
- <para>You can find further information about the installation process here: <ulink url="http://ftp.otrs.org/pub/otrs/itsm/INSTALL-2.0.ITSM">INSTALL-20.ITSM</ulink></para>
<para>
- <screenshot>
- <screeninfo>index.pl - Admin Package Manager</screeninfo>
- <graphic fileref="screenshots/admin-packagemanager.png" scale="50" srccredit="Admin Package Manager - screenshot" />
- </screenshot>
+ You can find further information about the installation process here:
+ <ulink url="http://ftp.otrs.org/pub/otrs/itsm/INSTALL-3.2.ITSM">INSTALL-32.ITSM</ulink>
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>Admin Package Manager</screeninfo>
+ <graphic fileref="screenshots/admin-packagemanager.png" scale="50" srccredit="Admin Package Manager - screenshot" />
+ </screenshot>
</para>
@@ -61,32 +75,45 @@
<para>
- If an older version than OTRS::ITSM 1.1 is installed, update the system to the latest version 1.1 first.
+ If an older version than OTRS::ITSM 1.1 is installed, update the system
+ to the latest version 1.1 first.
</para>
<para>
- If OTRS::ITSM 1.1 is installed already, update your OTRS 2.2 framework to version 2.3 BEFORE you
- update OTRS:ITSM. To do so, download the latest OTRS 2.3 framework and follow the instructions in the file UPGRADING.
+ If OTRS::ITSM 1.1 is installed already, update your OTRS 2.2 framework
+ to version 2.3 BEFORE you
+ update OTRS:ITSM. To do so, download the latest OTRS 2.3 framework and
+ follow the instructions in the file UPGRADING.
After that, log in to your system and use the package manager to install
the package ITSMUpgradeTo12. You can download it manually or use the
- online repository. Ignore all error messages about not correctly installed
- old ITSM packages. This package will install all needed packages to update your system to an
+ online repository. Ignore all error messages about not correctly
+ installed
+ old ITSM packages. This package will install all needed packages to
+ update your system to an
OTRS::ITSM 1.2 version, and it will migrate all your data.
</para>
<para>
- Note: The upgrade can take several minutes! Please do not stop the upgrade process once it is running!
+ Note: The upgrade can take several minutes! Please do not stop the upgrade
+ process once it is running!
</para>
<para>
- If OTRS::ITSM 1.2 is installed already, update your OTRS 2.3 framework to version 2.4 BEFORE you
- update OTRS:ITSM. To do so, download the latest OTRS 2.4 framework and follow the instructions in the file UPGRADING.
- After that, log in to your system and use the package manager to install the packages as described
+ If OTRS::ITSM 1.2 is installed already, update your OTRS 2.3 framework
+ to version 2.4 BEFORE you
+ update OTRS:ITSM. To do so, download the latest OTRS 2.4 framework and
+ follow the instructions in the file UPGRADING.
+ After that, log in to your system and use the package manager to install
+ the packages as described
in the section "Installation".
</para>
<para>
- To upgrade an already installed OTRS::ITSM 1.3, use the package manager in the admin area.
- If you have internet access from OTRS, use the online repository [--OTRS::ITSM 2.0 Master--]
- to install newer packages. An 'upgrade' link next to the package name indicates if a newer package
+ To upgrade an already installed OTRS::ITSM 1.3, use the package manager
+ in the admin area.
+ If you have internet access from OTRS, use the online repository
+ [--OTRS::ITSM 1.3 Master--]
+ to install newer packages. An 'upgrade' link next to the package name
+ indicates if a newer package
is available.
</para>
- <para>
- Otherwise download the packages and use the package manager to install the packages.
+ <para>
+ Otherwise download the packages and use the package manager to install the
+ packages.
Do not uninstall your current packages, or your data will get lost!
</para>
Author: ub
Index: service-desk.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/service-desk.xml,v
retrieving revision 1.7
retrieving revision 1.8
diff -2 -u -d -r1.7 -r1.8
--- service-desk.xml 17 Feb 2010 21:27:13 -0000 1.7
+++ service-desk.xml 28 Jan 2013 16:11:53 -0000 1.8
@@ -1,22 +1,39 @@
-<?xml version = '1.0' encoding = 'ISO-8859-1'?>
+<?xml version = '1.0' encoding = 'UTF-8'?>
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
-<!-- $Id$ --><chapter>
+<!-- $Id$ -->
+<chapter>
<title>ITIL compliant service support with OTRS::ITSM</title>
<para>
-Just as ITIL, OTRS::ITSM does not claim to be an "out-of-the-box" solution for all tasks and questions arising in IT service management. It is in fact supposed to serve as a flexible, stable and easy to understand information platform.
+ Just as ITIL, OTRS::ITSM does not claim to be an
+ "out-of-the-box" solution for all tasks and questions
+ arising in IT service management. It is in fact supposed to serve as a
+ flexible, stable and easy to understand information platform.
</para>
<para>
-Without the thoughtful adaptation of generic ITIL processes to the individual business situation, OTRS::ITSM will confer no marked improvement core objective of IT service management to IT organization or customer service.</para>
+ Without the thoughtful adaptation of generic ITIL processes to the individual
+ business situation, OTRS::ITSM will confer no marked improvement core
+ objective of IT service management to IT organization or customer
+ service.</para>
<para>
-Therefore please excuse our raised finger at this point: The use of an ITIL compliant tool such as OTRS::ITSM only makes sense if processes, people and products (IT services) really are ITIL compliant. </para>
+ Therefore please excuse our raised finger at this point: The use of an ITIL
+ compliant tool such as OTRS::ITSM only makes sense if processes,
+ people and products (IT services) really are ITIL compliant. </para>
<para>
-Successful ITIL implementation projects typically take up to a year and longer. A neatly implemented ITIL compliant ITSM tool can help to save time and money though, as the process support of the tool supports and accelerates the process of rethinking. </para>
+ Successful ITIL implementation projects typically take up to a year and longer.
+ A neatly implemented ITIL compliant ITSM tool can help to save time
+ and money though, as the process support of the tool supports and
+ accelerates the process of rethinking. </para>
<para>
-OTRS::ITSM 2.0 supports the incident and problem management processes, service level management, and configuration management database and change management which usually are designed in the first phase of ITIL implementation.
-A closer description of use and adaptation of the system can be found in the following sections.
-The package names correspond to their respective ITIL topics, each package can be installed independently.
+ OTRS::ITSM 2.0 supports the incident and problem management processes, service
+ level management, and configuration management database and change
+ management which usually are designed in the first phase of ITIL
+ implementation.
+ A closer description of use and adaptation of the system can be found
+ in the following sections.
+ The package names correspond to their respective ITIL topics, each
+ package can be installed independently.
</para>
<para>
-Implementation of OTRS::ITSM is based on ITIL v3.</para>
+ Implementation of OTRS::ITSM is based on ITIL v3.</para>
</chapter>
Author: ub
Index: stats.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/stats.xml,v
retrieving revision 1.3
retrieving revision 1.4
diff -2 -u -d -r1.3 -r1.4
--- stats.xml 19 Aug 2008 15:06:13 -0000 1.3
+++ stats.xml 28 Jan 2013 16:11:53 -0000 1.4
@@ -1,49 +1,59 @@
-<?xml version = '1.0' encoding = 'ISO-8859-1'?>
+<?xml version = '1.0' encoding = 'UTF-8'?>
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
-<!-- $Id$ --><chapter>
+<!-- $Id$ -->
+<chapter>
<title>Service Level Management</title>
- <para>The OTRS stats framework has been completely revised for version 2.1 and nearly every type of ticket report can be created in the web interface. Generation and view of stats and charts can be activated for users, groups and/or roles. It is possible to import or export existing or new stats and further use can be made of stats modules from previous OTRS versions.
- With the installation of the ITSMServiceLevelManagement package, additional ITSM relevant statistics are available.
+ <para>
+ The OTRS stats framework has been completely revised for version
+ 2.1 and nearly every type of ticket report can be created in the web
+ interface. Generation and view of stats and charts can be activated
+ for users, groups and/or roles. It is possible to import or export
+ existing or new stats and further use can be made of stats modules
+ from previous OTRS versions.
+ With the installation of the ITSMServiceLevelManagement package,
+ additional ITSM relevant statistics are available.
</para>
<para>Example of a report overview:</para>
<para>
- <screenshot>
- <screeninfo>agent-ticket-stats</screeninfo>
- <graphic fileref="screenshots/agent-ticket-stats.png" scale="50" srccredit="agent-ticket-stats - screenshot" />
- </screenshot>
+ <screenshot>
+ <screeninfo>agent-ticket-stats</screeninfo>
+ <graphic fileref="screenshots/agent-ticket-stats.png" scale="50" srccredit="agent-ticket-stats - screenshot" />
+ </screenshot>
</para>
<para>XML export of report settings:</para>
<para>
- <screenshot>
- <screeninfo>agent-stats-export-import</screeninfo>
- <graphic fileref="screenshots/agent-stats-export-import.png" scale="50" srccredit="agent-stats-export-import - screenshot" />
- </screenshot>
+ <screenshot>
+ <screeninfo>agent-stats-export-import</screeninfo>
+ <graphic fileref="screenshots/agent-stats-export-import.png" scale="50" srccredit="agent-stats-export-import - screenshot" />
+ </screenshot>
</para>
<para>Dialog-based creation of a new report template:</para>
<para>
- <screenshot>
- <screeninfo>agent-stats-template</screeninfo>
- <graphic fileref="screenshots/agent-stats-template.png" scale="50" srccredit="agent-stats-template - screenshot" />
- </screenshot>
+ <screenshot>
+ <screeninfo>agent-stats-template</screeninfo>
+ <graphic fileref="screenshots/agent-stats-template.png" scale="50" srccredit="agent-stats-template - screenshot" />
+ </screenshot>
+ </para>
+ <para>A PDF generator is incorporated too, which facilitates the export
+ of the print view of tickets, stats and search results in PDF files:
</para>
- <para>A PDF generator is incorporated too, which facilitates the export of the print view of tickets, stats and search results in PDF files:</para>
<para>
- <screenshot>
- <screeninfo>pdf-doc-view</screeninfo>
- <graphic fileref="screenshots/pdf-doc-view.png" scale="50" srccredit="pdf-doc-view - screenshot" />
- </screenshot>
+ <screenshot>
+ <screeninfo>pdf-doc-view</screeninfo>
+ <graphic fileref="screenshots/pdf-doc-view.png" scale="50" srccredit="pdf-doc-view - screenshot" />
+ </screenshot>
</para>
<para>
- <screenshot>
- <screeninfo>pdf-doc-overview</screeninfo>
- <graphic fileref="screenshots/pdf-doc-overview.png" scale="50" srccredit="pdf-doc-overview - screenshot" />
- </screenshot>
+ <screenshot>
+ <screeninfo>pdf-doc-overview</screeninfo>
+ <graphic fileref="screenshots/pdf-doc-overview.png" scale="50" srccredit="pdf-doc-overview - screenshot" />
+ </screenshot>
</para>
<para>Example of a graphical ticket overview:</para>
<para>
- <screenshot>
- <screeninfo>ticket-graphic-overview</screeninfo>
- <graphic fileref="screenshots/ticket-graphic-overview.png" scale="50" srccredit="ticket-graphic-overview - screenshot" />
- </screenshot>
+ <screenshot>
+ <screeninfo>ticket-graphic-overview</screeninfo>
+ <graphic fileref="screenshots/ticket-graphic-overview.png" scale="50" srccredit="ticket-graphic-overview - screenshot" />
+ </screenshot>
</para>
</chapter>
Author: ub
Index: calendar.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/calendar.xml,v
retrieving revision 1.4
retrieving revision 1.5
diff -2 -u -d -r1.4 -r1.5
--- calendar.xml 27 Jul 2009 10:51:00 -0000 1.4
+++ calendar.xml 28 Jan 2013 16:11:53 -0000 1.5
@@ -1,20 +1,30 @@
-<?xml version = '1.0' encoding = 'ISO-8859-1'?>
+<?xml version = '1.0' encoding = 'UTF-8'?>
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
-<!-- $Id$ --><chapter>
+<!-- $Id$ -->
+<chapter>
<title>Additional OTRS applications - calendar</title>
- <para>In OTRS 2.4, 9 calendars can directly be configurated graphically by default. This number can be extended to 99. Calendar configuration is effected in the admin interface using the SysConfig framework calendar 1 etc. links:</para>
<para>
- <screenshot>
- <screeninfo>admin-sys-config</screeninfo>
- <graphic fileref="screenshots/admin-sys-config.png" scale="50" srccredit="admin-sys-config - screenshot" />
- </screenshot>
+ In OTRS 3.2, 9 calendars can directly be configurated graphically
+ by default. This number can be extended to 99. Calendar configuration
+ is effected in the admin interface using the SysConfig framework
+ calendar 1 etc. links:
</para>
- <para>"TimeWorkingHours" can be used in OTRS::ITSM to define so-called "service level windows" time frames in which certain service levels are guaranteed, if applicable monitored and/or evaluated to secure service level compliance.
-</para>
<para>
- <screenshot>
- <screeninfo>admin-sysconfig-timeworkinghours</screeninfo>
- <graphic fileref="screenshots/admin-sysconfig-timeworkinghours.png" scale="50" srccredit="admin-sysconfig-timeworkinghours - screenshot" />
- </screenshot>
+ <screenshot>
+ <screeninfo>admin-sys-config</screeninfo>
+ <graphic fileref="screenshots/admin-sys-config.png" scale="50" srccredit="admin-sys-config - screenshot" />
+ </screenshot>
+ </para>
+ <para>
+ "TimeWorkingHours" can be used in OTRS::ITSM to define
+ so-called "service level windows" time frames in which
+ certain service levels are guaranteed, if applicable monitored and/or
+ evaluated to secure service level compliance.
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>admin-sysconfig-timeworkinghours</screeninfo>
+ <graphic fileref="screenshots/admin-sysconfig-timeworkinghours.png" scale="50" srccredit="admin-sysconfig-timeworkinghours - screenshot" />
+ </screenshot>
</para>
</chapter>
Author: ub
Index: preface.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/preface.xml,v
retrieving revision 1.2
retrieving revision 1.3
diff -2 -u -d -r1.2 -r1.3
--- preface.xml 15 Aug 2008 11:35:30 -0000 1.2
+++ preface.xml 28 Jan 2013 16:11:53 -0000 1.3
@@ -1,3 +1,3 @@
-<?xml version = '1.0' encoding = 'ISO-8859-1'?>
+<?xml version = '1.0' encoding = 'UTF-8'?>
<!DOCTYPE preface PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
<!-- $Id$ --><preface id="preface" >
@@ -12,5 +12,5 @@
<para>We want to thank you, the users and OTRS::ITSM community, in advance for any kind of aid and feedback and hope you will have fun using OTRS::ITSM.
</para>
- <para>André Mindermann,
+ <para>André Mindermann,
Managing Partner
OTRS AG</para>
Author: ub
Index: cmdb.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/cmdb.xml,v
retrieving revision 1.12
retrieving revision 1.13
diff -2 -u -d -r1.12 -r1.13
--- cmdb.xml 27 Mar 2011 09:02:32 -0000 1.12
+++ cmdb.xml 28 Jan 2013 16:11:53 -0000 1.13
@@ -1,34 +1,64 @@
-<?xml version = '1.0' encoding = 'ISO-8859-1'?>
+<?xml version = '1.0' encoding = 'UTF-8'?>
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
-<!-- $Id$ --><chapter>
+<!-- $Id$ -->
+<chapter>
<title>The CMDB - the central IT repository</title>
- <para>The configuration management database (CMDB) is not a database in the technical sense but a conceptual IT model, which is indispensable for efficient IT service management. All IT components and inventories are managed in the CMDB. Configuration management exceeds asset management, often incorrectly used as a synonym, as it does not only document assets from a financial point of view, but captures information regarding the relationship between components, specifications or their location. Thus IT support can quickly access information on the interdependence of IT services and the IT components (= configuration items = CIs) necessary for them.</para>
- <para>According to ITIL, a CMDB must feature the following functionalities:</para>
+ <para>
+ The configuration management database (CMDB) is not a database in
+ the technical sense but a conceptual IT model, which is indispensable
+ for efficient IT service management. All IT components and inventories
+ are managed in the CMDB. Configuration management exceeds asset
+ management, often incorrectly used as a synonym, as it does not only
+ document assets from a financial point of view, but captures
+ information regarding the relationship between components,
+ specifications or their location. Thus IT support can quickly access
+ information on the interdependence of IT services and the IT
+ components (= configuration items = CIs) necessary for them.
+ </para>
+ <para>
+ According to ITIL, a CMDB must feature the following functionalities:
+ </para>
<itemizedlist>
- <listitem>
- <para>manual and, where applicable, automatic recording and modification of configuration items</para>
- </listitem>
- <listitem>
- <para>description of the relationship and/or interdependence between CIs</para>
- </listitem>
- <listitem>
- <para>change of CI attributes (e.g. serial numbers)</para>
- </listitem>
- <listitem>
- <para>location and user management for CIs</para>
- </listitem>
- <listitem>
- <para>integration via the ITIL processes represented in the system</para>
- </listitem>
+ <listitem>
+ <para>
+ manual and, where applicable, automatic recording and
+ modification of configuration items
+ </para>
+ </listitem>
+ <listitem>
+ <para>
+ description of the relationship and/or interdependence between CIs
+ </para>
+ </listitem>
+ <listitem>
+ <para>
+ change of CI attributes (e.g. serial numbers)
+ </para>
+ </listitem>
+ <listitem>
+ <para>
+ location and user management for CIs
+ </para>
+ </listitem>
+ <listitem>
+ <para>
+ integration via the ITIL processes represented in the system
+ </para>
+ </listitem>
</itemizedlist>
- <para>OTRS::ITSM meets all requirements stated above and offers numerous additional IT support functions in the CMDB.
-</para>
+ <para>
+ OTRS::ITSM meets all requirements stated above and offers
+ numerous additional IT support functions in the CMDB.
+ </para>
<sect1>
<title>The OTRS::ITSM database model</title>
<para>
- The modular architecture of OTRS::ITSM and the ability to install single OTRS::ITSM packages independently,
- make it difficult to display a complete database model in a single graphic. For this reaeon, separate
- graphics will be provided for the OTRS framework and for ITSM packages which change or extend the database
+ The modular architecture of OTRS::ITSM and the ability to install single
+ OTRS::ITSM packages independently,
+ make it difficult to display a complete database model in a single
+ graphic. For this reaeon, separate
+ graphics will be provided for the OTRS framework and for ITSM packages which
+ change or extend the database
scheme.
</para>
@@ -41,5 +71,8 @@
</screenshot>
</para>
- <para>For better readability, the diagram can be found at http://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png.</para>
+ <para>
+ For better readability, the diagram can be found at
+ http://ftp.otrs.org/pub/otrs/misc/otrs-3.2-database.png.
+ </para>
</sect2>
<sect2 id="general-catalog-database">
@@ -51,5 +84,8 @@
</screenshot>
</para>
- <para>For better readability, the diagram can be found at http://source.otrs.org/viewvc.cgi/GeneralCatalog/doc/general-catalog-database.png?revision=2.0.</para>
+ <para>
+ For better readability, the diagram can be found at
+ http://source.otrs.org/viewvc.cgi/GeneralCatalog/doc/general-catalog-database.png
+ </para>
</sect2>
<sect2 id="itsm-core-database">
@@ -61,5 +97,8 @@
</screenshot>
</para>
- <para>For better readability, the diagram can be found at http://source.otrs.org/viewvc.cgi/ITSMCore/doc/itsm-core-database.png?revision=2.0.</para>
+ <para>
+ For better readability, the diagram can be found at
+ http://source.otrs.org/viewvc.cgi/ITSMCore/doc/itsm-core-database.png
+ </para>
</sect2>
<sect2 id="itsm-configuration-management-database">
@@ -71,5 +110,8 @@
</screenshot>
</para>
- <para>For better readability, the diagram can be found at http://source.otrs.org/viewvc.cgi/ITSMConfigurationManagement/doc/itsm-configuration-management-database.png?revision=2.0.</para>
+ <para>
+ For better readability, the diagram can be found at
+ http://source.otrs.org/viewvc.cgi/ITSMConfigurationManagement/doc/itsm-configuration-management-database.png
+ </para>
</sect2>
<sect2 id="itsm-change-management-database">
@@ -81,5 +123,8 @@
</screenshot>
</para>
- <para>For better readability, the diagram can be found at http://source.otrs.org/viewvc.cgi/ITSMChangeManagement/doc/itsm-change-management-database.png?revision=2.0.</para>
+ <para>
+ For better readability, the diagram can be found at
+ http://source.otrs.org/viewvc.cgi/ITSMChangeManagement/doc/itsm-change-management-database.png
+ </para>
</sect2>
<sect2 id="import-export-database">
@@ -91,156 +136,259 @@
</screenshot>
</para>
- <para>For better readability, the diagram can be found at http://source.otrs.org/viewvc.cgi/ImportExport/doc/import-export-database.png?revision=2.0.</para>
+ <para>
+ For better readability, the diagram can be found at
+ http://source.otrs.org/viewvc.cgi/ImportExport/doc/import-export-database.png
+ </para>
</sect2>
</sect1>
<sect1>
- <title>Services, at the core of everything</title>
- <para>Services such as "standard IT workstation", "e-mail" or "web access are IT products and should at all costs be compiled in a so called IT service catalog prior to the adoption of OTRS::ITSM. Such service catalogs are usually customer or company specific, can be structured hierarchically and should be formulated in a user friendly, i.e. easily understood, language, as they can be accessed by IT personnel (agents) and IT users (customers).
-</para>
- <warning>
- <para>Service catalog design is a task which should not be underestimated. Our experience shows that it is highly recommendable to validate conceptual thoughts in a dry run first and transfer the service structures to OTRS::ITSM in a second step. It has proven of value to resort to external assistance, e.g. of ITIL practice experts. </para>
- </warning>
- <para>Example of (part of) a hierarchic IT service catalog specified in OTRS::ITSM as shown when a ticket is created </para>
- <para>
- <screenshot>
- <screeninfo>agent-phoneticket</screeninfo>
- <graphic fileref="screenshots/agent-phoneticket.png" scale="50" srccredit="agent-phoneticket - screenshot" />
- </screenshot>
- </para>
- <para>and in the administration area. </para>
- <para>
- <screenshot>
- <screeninfo>admin-service-managment-overview</screeninfo>
- <graphic fileref="screenshots/admin-service-managment-overview.png" scale="50" srccredit="admin-service-managment-overview - screenshot" />
- </screenshot>
- </para>
+ <title>Services, at the core of everything</title>
+ <para>
+ Services such as "standard IT workstation",
+ "e-mail" or "web access are IT products and should at
+ all costs be compiled in a so called IT service catalog prior to the
+ adoption of OTRS::ITSM. Such service catalogs are usually customer or
+ company specific, can be structured hierarchically and should be
+ formulated in a user friendly, i.e. easily understood, language, as
+ they can be accessed by IT personnel (agents) and IT users
+ (customers).
+ </para>
+ <warning>
+ <para>
+ Service catalog design is a task which should not be
+ underestimated. Our experience shows that it is highly recommendable
+ to validate conceptual thoughts in a dry run first and transfer the
+ service structures to OTRS::ITSM in a second step. It has proven of
+ value to resort to external assistance, e.g. of ITIL practice
+ experts.
+ </para>
+ </warning>
+ <para>
+ Example of (part of) a hierarchic IT service catalog specified
+ in OTRS::ITSM as shown when a ticket is created
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>agent-phoneticket</screeninfo>
+ <graphic fileref="screenshots/agent-phoneticket.png" scale="50" srccredit="agent-phoneticket - screenshot" />
+ </screenshot>
+ </para>
+ <para>and in the administration area. </para>
+ <para>
+ <screenshot>
+ <screeninfo>admin-service-managment-overview</screeninfo>
+ <graphic fileref="screenshots/admin-service-managment-overview.png" scale="50" srccredit="admin-service-managment-overview - screenshot" />
+ </screenshot>
+ </para>
</sect1>
<sect1>
- <title>Service levels and service level agreements</title>
- <para>Service levels and the respective agreements (service level agreements, SLAs) document quality pledges for IT services. SLAs are recorded and administered in the admin interface. </para>
- <para>
- <screenshot>
- <screeninfo>admin-sla-management-overview</screeninfo>
- <graphic fileref="screenshots/admin-sla-management-overview.png" scale="50" srccredit="admin-sla-management-overview - screenshot" />
- </screenshot>
- </para>
- <para>The following parameters can be recorded with every SLA: </para>
- <para>
- <screenshot>
- <screeninfo>admin-sla-management-edit</screeninfo>
- <graphic fileref="screenshots/admin-sla-management-edit.png" scale="50" srccredit="admin-sla-management-edit - screenshot" />
- </screenshot>
- </para>
- <para>OTRS::ITSM offers up to 99 different calendars by default to describe the various time zones for work or service times. The SLAs can be allocated to them ("service level window"). Various time spans can be entered (in minutes) which OTRS::ITSM uses to control notification and escalation:</para>
- <itemizedlist>
- <listitem>
- <para>[ Response Time ]</para>
- <itemizedlist>
- <listitem>
- <para>= reaction time with incidents</para>
- </listitem>
- <listitem>
- <para>= start of service request procession ("service request lead time")</para>
- </listitem>
- </itemizedlist>
- </listitem>
- <listitem>
- <para>[ Update Time ]</para>
- <itemizedlist>
- <listitem>
- <para>= notification time</para>
- </listitem>
- </itemizedlist>
- </listitem>
- <listitem>
- <para>[ Solution Time ]</para>
- <itemizedlist>
- <listitem>
- <para>= time elapsed until incidents are resolved ("maximum time to repair", "MTTR")</para>
- </listitem>
- <listitem>
- <para>= delivery time for service requests ("delivery time")</para>
- </listitem>
- </itemizedlist>
- </listitem>
- <listitem>
- <para>[ Min. Time Between Incidents ]</para>
+ <title>Service levels and service level agreements</title>
+ <para>
+ Service levels and the respective agreements (service level
+ agreements, SLAs) document quality pledges for IT services. SLAs are
+ recorded and administered in the admin interface.
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>admin-sla-management-overview</screeninfo>
+ <graphic fileref="screenshots/admin-sla-management-overview.png" scale="50" srccredit="admin-sla-management-overview - screenshot" />
+ </screenshot>
+ </para>
+ <para>The following parameters can be recorded with every SLA: </para>
+ <para>
+ <screenshot>
+ <screeninfo>admin-sla-management-edit</screeninfo>
+ <graphic fileref="screenshots/admin-sla-management-edit.png" scale="50" srccredit="admin-sla-management-edit - screenshot" />
+ </screenshot>
+ </para>
+ <para>
+ OTRS::ITSM offers up to 99 different calendars by default to
+ describe the various time zones for work or service times. The SLAs
+ can be allocated to them ("service level window"). Various
+ time spans can be entered (in minutes) which OTRS::ITSM uses to
+ control notification and escalation:
+ </para>
<itemizedlist>
- <listitem>
- <para>= "MTBI": minimal time between closure of the last incident ticket and recurrence of an incident for which the same SLA applies.</para>
- </listitem>
+ <listitem>
+ <para>[ Response Time ]</para>
+ <itemizedlist>
+ <listitem>
+ <para>
+ = reaction time with incidents
+ </para>
+ </listitem>
+ <listitem>
+ <para>
+ = start of service request procession ("service request lead time")
+ </para>
+ </listitem>
+ </itemizedlist>
+ </listitem>
+ <listitem>
+ <para>[ Update Time ]</para>
+ <itemizedlist>
+ <listitem>
+ <para>
+ = notification time
+ </para>
+ </listitem>
+ </itemizedlist>
+ </listitem>
+ <listitem>
+ <para>[ Solution Time ]</para>
+ <itemizedlist>
+ <listitem>
+ <para>
+ = time elapsed until incidents are resolved ("maximum time to repair", "MTTR")
+ </para>
+ </listitem>
+ <listitem>
+ <para>
+ = delivery time for service requests ("delivery time")
+ </para>
+ </listitem>
+ </itemizedlist>
+ </listitem>
+ <listitem>
+ <para>[ Min. Time Between Incidents ]</para>
+ <itemizedlist>
+ <listitem>
+ <para>
+ = "MTBI": minimal time between closure of the last
+ incident ticket and recurrence of an incident for which the same
+ SLA applies.
+ </para>
+ </listitem>
+ </itemizedlist>
+ </listitem>
</itemizedlist>
- </listitem>
- </itemizedlist>
- <warning>
- <para>If no values for the above-named times are entered in the SLAs, escalation is effected according to the time fields "response time", "update time" and "solution time" assigned to all queues!</para>
- </warning>
- <para>Important time values of OTRS::ITSM are based on the "ITIL incident lifecycle": </para>
- <para>
- <screenshot>
- <screeninfo>incident-lifecycle</screeninfo>
- <graphic fileref="screenshots/incident-lifecycle.png" scale="50" srccredit="incident-lifecycle - screenshot" />
- </screenshot>
- </para>
- <para>Source: OGC, ITIL Service Support Documentation</para>
- <para>The OTRS stats framework facilitates, among other things, the definition of the actual availability of a service from recorded incidents, which often serves as a performance figure in system-oriented SLAs. </para>
+ <warning>
+ <para>
+ If no values for the above-named times are entered in the SLAs,
+ escalation is effected according to the time fields "response time",
+ "update time" and "solution time" assigned to all queues!
+ </para>
+ </warning>
+ <para>Important time values of OTRS::ITSM are based on the "ITIL
+ incident lifecycle": </para>
+ <para>
+ <screenshot>
+ <screeninfo>incident-lifecycle</screeninfo>
+ <graphic fileref="screenshots/incident-lifecycle.png" scale="50" srccredit="incident-lifecycle - screenshot" />
+ </screenshot>
+ </para>
+ <para>Source: OGC, ITIL Service Support Documentation</para>
+ <para>
+ The OTRS stats framework facilitates, among other things, the
+ definition of the actual availability of a service from recorded
+ incidents, which often serves as a performance figure in
+ system-oriented SLAs.
+ </para>
</sect1>
<sect1>
- <title>Configuration items</title>
- <para>Exemplary overview of recorded computer CIs (part) with current CI state:</para>
- <para>
- <screenshot>
- <screeninfo>agent-configuration-items</screeninfo>
- <graphic fileref="screenshots/agent-configuration-items.png" scale="50" srccredit="agent-configuration-items - screenshot" />
- </screenshot>
- </para>
- <para>Example of an individual CI view:</para>
- <para>
- <screenshot>
- <screeninfo>agent-configitem-management-link</screeninfo>
- <graphic fileref="screenshots/agent-configitem-management-link.png" scale="50" srccredit="agent-configitem-management-link - screenshot" />
- </screenshot>
- </para>
- <para>The graphic exemplarily shows the links between CIs. OTRS differentiates between bidirectional and nondirectional links. Whenever a CI is linked to another CMDB object, OTRS::ITSM automatically creates the respective reverse link.</para>
- <para>The OTRS::ITSM standard offers seven link types:</para>
- <para>
- <screenshot>
- <screeninfo>agent-configitem-management-link2</screeninfo>
- <graphic fileref="screenshots/agent-configitem-management-link2.png" scale="50" srccredit="agent-configitem-management-link2 - screenshot" />
- </screenshot>
- </para>
- <para>To link objects, the source object is chosen first, then the link type is defined and the target object chosen. The target object can be searched for using various criteria:
-</para>
+ <title>Configuration items</title>
+ <para>
+ Exemplary overview of recorded computer CIs (part) with current CI state:
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>agent-configuration-items</screeninfo>
+ <graphic fileref="screenshots/agent-configuration-items.png" scale="50" srccredit="agent-configuration-items - screenshot" />
+ </screenshot>
+ </para>
+ <para>Example of an individual CI view:</para>
+ <para>
+ <screenshot>
+ <screeninfo>agent-configitem-management-link</screeninfo>
+ <graphic fileref="screenshots/agent-configitem-management-link.png" scale="50" srccredit="agent-configitem-management-link - screenshot" />
+ </screenshot>
+ </para>
+ <para>
+ The graphic exemplarily shows the links between CIs. OTRS
+ differentiates between bidirectional and nondirectional links.
+ Whenever a CI is linked to another CMDB object, OTRS::ITSM
+ automatically creates the respective reverse link.
+ </para>
+ <para>The OTRS::ITSM standard offers seven link types:</para>
+ <para>
+ <screenshot>
+ <screeninfo>agent-configitem-management-link2</screeninfo>
+ <graphic fileref="screenshots/agent-configitem-management-link2.png" scale="50" srccredit="agent-configitem-management-link2 - screenshot" />
+ </screenshot>
+ </para>
+ <para>
+ To link objects, the source object is chosen first, then the
+ link type is defined and the target object chosen. The target object
+ can be searched for using various criteria:
+ </para>
</sect1>
<sect1>
- <title>Documents and knowledge database</title>
- <para>Using the FAQ system, which is an independent external module since OTRS 2.1, a knowledge database can be designed and managed, e.g. for suggestions and/or procedures related to the resolution of known errors.</para>
- <para>Entries can be provided for internal use only, for all customers or the public. They can be created and sorted according to language or categories. The quality of FAQ articles can be evaluated by agents. The number of articles last created or last revised to be displayed can be configured without any limitations. All articles can be indexed for an efficient search. </para>
+ <title>Documents and knowledge database</title>
+ <para>
+ Using the FAQ system, which is an independent external module
+ since OTRS 2.1, a knowledge database can be designed and managed,
+ e.g. for suggestions and/or procedures related to the resolution of
+ known errors.
+ </para>
+ <para>
+ Entries can be provided for internal use only, for all customers
+ or the public. They can be created and sorted according to language
+ or categories. The quality of FAQ articles can be evaluated by
+ agents. The number of articles last created or last revised to be
+ displayed can be configured without any limitations. All articles can
+ be indexed for an efficient search.
+ </para>
</sect1>
<sect1>
- <title>Changes and amendments to the data model</title>
- <para>The data model can be adapted flexibly and can be extended with data types, attributes and even classes. Detailed information can be found in the section "The admin area of OTRS::ITSM" in this document or in "The admin area of OTRS" in the OTRS Admin Manual.
-</para>
- <warning>
- <para>The design of a CMDB data model and the CIs to be managed within it is a task which should not be underestimated. Our experience shows that it is highly recommendable to validate conceptual thoughts in a dry run against the existing IT infrastructure first and change the OTRS::ITSM default data model and CI classes only afterwards. It has proven of value to resort to external assistance, e.g. of ITIL practice experts for CMDB design. </para>
- </warning>
+ <title>Changes and amendments to the data model</title>
+ <para>
+ The data model can be adapted flexibly and can be extended with
+ data types, attributes and even classes. Detailed information can be
+ found in the section "The admin area of OTRS::ITSM" in this document
+ or in "The admin area of OTRS" in the OTRS Admin Manual.
+ </para>
+ <warning>
+ <para>
+ The design of a CMDB data model and the CIs to be managed
+ within it is a task which should not be underestimated. Our
+ experience shows that it is highly recommendable to validate
+ conceptual thoughts in a dry run against the existing IT
+ infrastructure first and change the OTRS::ITSM default data model
+ and CI classes only afterwards. It has proven of value to resort to
+ external assistance, e.g. of ITIL practice experts for CMDB design.
+ </para>
+ </warning>
</sect1>
<sect1>
- <title>Ticket types and attributes</title>
- <para>With OTRS 2.2, native ticket types were introduced, which are used in OTRS::ITSM, too. In the ITIL sub-processes which can be structured in queues, tickets are classified on their ticket types. </para>
- <para>All ITIL processes to be implemented in later versions of OTRS::ITSM, e.g. change management, will be implemented in such a way. Ticket types such as RfC ("Request for Change") could be created.
-</para>
- <para>
- <screenshot>
- <screeninfo>admin-type-management</screeninfo>
- <graphic fileref="screenshots/admin-type-management.png" scale="50" srccredit="admin-type-management - screenshot" />
- </screenshot>
- </para>
- <warning>
- <para>In order to assure the consistency of the data managed in OTRS::ITSM, information created in the admin area of the system cannot be deleted as a general rule. If you want to deactivate such information, change the value in the respective listbox settings from "valid" to "invalid" or "invalid-temporarily". </para>
- </warning>
+ <title>Ticket types and attributes</title>
+ <para>
+ With OTRS 2.2, native ticket types were introduced, which are
+ used in OTRS::ITSM, too. In the ITIL sub-processes which can be
+ structured in queues, tickets are classified on their ticket types.
+ </para>
+ <para>
+ All ITIL processes to be implemented in later versions of
+ OTRS::ITSM, e.g. change management, will be implemented in such a
+ way. Ticket types such as RfC ("Request for Change") could
+ be created.
+ </para>
+ <para>
+ <screenshot>
+ <screeninfo>admin-type-management</screeninfo>
+ <graphic fileref="screenshots/admin-type-management.png" scale="50" srccredit="admin-type-management - screenshot" />
+ </screenshot>
+ </para>
+ <warning>
+ <para>
+ In order to assure the consistency of the data managed in
+ OTRS::ITSM, information created in the admin area of the system
+ cannot be deleted as a general rule. If you want to deactivate such
+ information, change the value in the respective listbox settings
+ from "valid" to "invalid" or "invalid-temporarily".
+ </para>
+ </warning>
</sect1>
</chapter>
Author: ub
Index: book.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/book.xml,v
retrieving revision 1.10
retrieving revision 1.11
diff -2 -u -d -r1.10 -r1.11
--- book.xml 17 Feb 2010 20:37:24 -0000 1.10
+++ book.xml 28 Jan 2013 16:11:53 -0000 1.11
@@ -1,3 +1,3 @@
-<?xml version='1.0' encoding='ISO-8859-1'?>
+<?xml version='1.0' encoding='UTF-8'?>
<!DOCTYPE book PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN"
"http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
@@ -6,89 +6,73 @@
<book lang='en'>
-<bookinfo>
-<title>OTRS::ITSM 2.0 - Basic</title>
-<edition>Whitehaven Beach</edition>
-
-<copyright>
-<year>2003-2009</year>
-<holder>OTRS AG</holder>
-</copyright>
+ <bookinfo>
+ <title>OTRS::ITSM 3.2 - Basic</title>
-<date>2009-07-27</date>
+ <copyright>
+ <year>2003-2013</year>
+ <holder>OTRS AG</holder>
+ </copyright>
-<legalnotice>
-<para>
-René Bakker, Hauke Böttcher, Jens Bothe, Udo Bretz, Martin Edenhofer, Manuel Hecht, Christopher Kuhn, André Mindermann, Henning Oschwald, Thomas Raith, Stefan Rother, Burchard Steinbild, Marco Romann, Werner Siebecke
-</para>
+ <date>2013-02-01</date>
+ <legalnotice>
<para>
-This work is copyrighted by OTRS AG.
+ This work is copyrighted by OTRS AG.
</para>
<para>
-You may copy it in whole or in part as long as the copies retain this
-copyright statement.
+ You may copy it in whole or in part as long as the copies retain this
+ copyright statement.
</para>
<para>
-UNIX is a registered trademark of X/Open Company Limited.
-Linux is a registered trademark of Linus Torvalds.
+ UNIX is a registered trademark of X/Open Company Limited.
+ Linux is a registered trademark of Linus Torvalds.
</para>
<para>
-MS-DOS, Windows, Windows 95, Windows 98, Windows NT, Windows 2000, Windows XP
-and Windows 2003 are registered trademarks of Microsoft Corporation.
-Other trademarks and registered trademarks are: SUSE and YaST of SUSE GmbH,
-Red Hat and Fedora are registered trademarks of Red Hat, Inc.
-Mandrake is a registered trademark of MandrakeSoft, SA.
-Debian is a registered trademark of Software in the Public Interest, Inc.
-MySQL and the MySQL Logo are registered trademarks of MySQL AB.
+ MS-DOS, Windows, Windows 95, Windows 98, Windows NT, Windows 2000, Windows
+ XP
+ and Windows 2003 are registered trademarks of Microsoft Corporation.
+ Other trademarks and registered trademarks are: SUSE and YaST of
+ SUSE GmbH,
+ Red Hat and Fedora are registered trademarks of Red Hat, Inc.
+ Mandrake is a registered trademark of MandrakeSoft, SA.
+ Debian is a registered trademark of Software in the Public Interest, Inc.
+ MySQL and the MySQL Logo are registered trademarks of MySQL AB.
</para>
<para>
-All trade names are used without the guarantee for their free use and are
-possibly registered trade marks.
+ All trade names are used without the guarantee for their free use and
+ are
+ possibly registered trade marks.
</para>
<para>
-OTRS AG essentially follows the notations of the manufacturers.
-Other products mentioned in this manual may be trademarks of the respective
-manufacturer.
+ OTRS AG essentially follows the notations of the manufacturers.
+ Other products mentioned in this manual may be trademarks of the
+ respective
+ manufacturer.
</para>
-</legalnotice>
+ </legalnotice>
-<revhistory>
- <revision>
- <revnumber>2.0.1</revnumber>
- <date>02/01/2010</date>
- </revision>
-</revhistory>
+ <revhistory>
+ <revision>
+ <revnumber>3.2.1</revnumber>
+ <date>02/01/2013</date>
+ </revision>
+ </revhistory>
-</bookinfo>
+ </bookinfo>
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="preface.xml" />
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="itsm.xml" />
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="commercial-services.xml" />
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="installation.xml" />
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="first-steps.xml" />
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="service-desk.xml" />
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="cmdb.xml" />
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="incident-problem.xml" />
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="change-management.xml" />
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="release-management.xml" />
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="stats.xml" />
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="admin-area.xml" />
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="calendar.xml" />
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="api.xml" />
-<xi:include xmlns:xi="http://www.w3.org/2001/XInclude"
- href="fdl.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="preface.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="itsm.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="commercial-services.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="installation.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="first-steps.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="service-desk.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="cmdb.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="incident-problem.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="change-management.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="release-management.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="stats.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="admin-area.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="calendar.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="api.xml" />
+ <xi:include xmlns:xi="http://www.w3.org/2001/XInclude" href="fdl.xml" />
</book>
Author: ub
Index: api.xml
===================================================================
RCS file: /home/cvs/doc-itsm/en/api.xml,v
retrieving revision 1.3
retrieving revision 1.4
diff -2 -u -d -r1.3 -r1.4
--- api.xml 17 Feb 2010 20:36:48 -0000 1.3
+++ api.xml 28 Jan 2013 16:11:53 -0000 1.4
@@ -1,24 +1,31 @@
-<?xml version = '1.0' encoding = 'ISO-8859-1'?>
+<?xml version = '1.0' encoding = 'UTF-8'?>
<!DOCTYPE chapter PUBLIC "-//OASIS//DTD DocBook XML V4.4//EN" "http://www.oasis-open.org/docbook/xml/4.4/docbookx.dtd">
-<!-- $Id$ --><chapter>
+<!-- $Id$ -->
+<chapter>
<title>OTRS::ITSM interfaces</title>
- <para>The following, partly generic, interfaces can be used for data exchange between OTRS::ITSM and other (ITSM) software products:</para>
+ <para>
+ The following, partly generic, interfaces can be used for data
+ exchange between OTRS::ITSM and other (ITSM) software products:
+ </para>
<itemizedlist>
- <listitem>
- <para>NAGIOS</para>
- </listitem>
- <listitem>
- <para>SOAP</para>
- </listitem>
- <listitem>
- <para>LDAP</para>
- </listitem>
- <listitem>
- <para>E-mail (POP3, IMAP, SMTP)</para>
- </listitem>
- <listitem>
- <para>CSV Import/Export</para>
- </listitem>
+ <listitem>
+ <para>NAGIOS</para>
+ </listitem>
+ <listitem>
+ <para>SOAP</para>
+ </listitem>
+ <listitem>
+ <para>LDAP</para>
+ </listitem>
+ <listitem>
+ <para>E-mail (POP3, IMAP, SMTP)</para>
+ </listitem>
+ <listitem>
+ <para>CSV Import/Export</para>
+ </listitem>
</itemizedlist>
- <para>OTRS AG will gladly create additional interfaces on request or members of the community can develop them.</para>
+ <para>
+ OTRS AG will gladly create additional interfaces on request or
+ members of the community can develop them.
+ </para>
</chapter>
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