The OTRS Team is pleased to announce a feature OTRS extention, OTRS::ITSM 1.1.1.
OTRS::ITSM is an addon to OTRS 2.2 to support ITIL compliant IT service management.
New features:
Authorization concept - each object: Service/SLA, Location, CI, Linkobject no create an own group, so the agents rights can be assigned more granulary.
Services can be assigned to authorized customers. Further more, services may be assigned as general 'defaultservices' which are valid for use for each customer.
A structured tree view on services & CIs including informations on each objects current status allows to analyse an incident and calculate the incidents impact on affected services and customers.
A service agent may search, select and assign any of a customers configuration items (CIs) while recording an incident ticket.
Configuration items (CIs) may now be imported and exported in a CSV file or by using the API.
A huge variety of additional reports have been created, e.g.:
- Total of all ever created tickets per ticket-type and priority; status; queue; service
- Monthly overview of all ever created tickets of a previous month per ticket-type; priority; status; queue; service
- Total of all configuration items (CIs) created in a previous month per class; per status
- Total of all configuration items (CIs) created per class; per status
- Total of all configuration items (CIs) created in a defined period per class; per status
- First time solution rate of all ever created tickets per ticket-type and priority; queue; service
- First time solution rate in a previous month per ticket-type; per priority; per queue; per service
- First time solution rate in a defined period per ticket-type and priority; queue; service
- Average resolution time of all ever created tickets per ticket- type and priority; queue; service
- Average resolution time in a previous month per ticket- type and priority; queue; service
- Average resolution time in a defined period per ticket- type and priority; queue; service
Added print function for CIs, Services, SLAs, Locations
[full announcement]
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