Showing 25 ideas for tag "itsm"
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Integration

SOAP Interface goes ITSM and more

I suggest to extend the SOAP Interface for all common tasks within Ticket, Service Level Management, Configuration Management and Change Management. Additionally it would be useful to have the SOAP interface modulare so that other packages can extend die SOAP interface with their objects and methods. E.g. the FAQ. This would enable other tools to use the OTRS FAQ or to update content in the FAQ.

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IT Service Management

Allow Type-SLA association

I suggest to enable Type-SLA association. That way it would be possible to automatically change the SLA associated with a Service, depending on the Type of ticket that is being reported.
Let's say we got a Service called Internet Access. If Type is Service Request, there's a 4-hour limit on Solution Time. If Type is Incident, there's a 2-hour limit on Solution Time. Most of our customers are picking up these options by... more »
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IT Service Management

Allow SLA-Priority association

I suggest to allow some sort of relation between two ITIL compliant features that are currently isolated: [ Criticality-Impact-Priority ] and [Service-SLA], so a change on Priority could somehow affect the SLA times.

I know you can relate Criticality to Service and Service to SLA but that relation is so indirect that barely adds value. A change on the priority of a ticket is currently not affecting the time an Agent... more »
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IT Service Management

Allow Queue-Service association

I suggest to allow a relation between Queues and Services. It frequently happens that a ticket for a given Service will most likely be first attended by the same old queue. Say, if you report a ticket related to your VoIP device, chances are the Telephony queue will deal with that. If a Queue-Service relation exist, few clicks will be needed and less mistakes due to missassignation will be made

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IT Service Management

Allow customer users to see some parts of CMDB

I need to allow to my customer user to see defined part of CMDB. Most important is to show him CIs which have the Customer user in Owner field. Another need is to show CIs linked with services customer uses. For example to allow read some parts of documentation stored in CMDB.

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IT Service Management

Get closer to ITIL with [Urgency, Impact, Priority]

OTRS currently supports [Impact, Criticality, Priority] where Priority is a function of (Impact, Criticality).

Comparing this to ITIL v3 definitions (e.g. http://www.knowledgetransfer.net/dictionary/ITIL/en/Urgency.htm) and to what other vendors have implemented, you find out quickly that the "Criticality" of a service leads to "Impact" (could be left as it is), while (OTRS-)Impact should actually be called "Urgency"... more »