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2008-05-05: OTRS::ITSM 1.1.1 (Whitehaven Beach) released!

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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 information 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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