Development

Create (new) plug-in/package framework to beter deploy from git

The ITSM plug-ins (and others) are "weirdly" link to the current OTRS framework. They do not only live apart but they do not integrate as well well. I Think it's time there is major overhaul of the plug-in/package infrastructure. Today there is a /Custom directory for customizations, i think there should be a similar solution for packages that works the same. Every single directory could be a different plug-ins/packages. ...more »

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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 »

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IT Service Management

Alternate sub attributes for CIs

While designing the model for our CMDB, I ran accross the problem how we can model changes of physical machines to virtual ones. I didn't find a way how I could make sure valid configurations are enforced under all circumstances. The one thing I missed is a way to describe that a CI either has attributes A and B or C and D, but never all four of them. I was able to express that specifying A implies necessity to specify ...more »

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10 votes