OTRS::ITSM 6
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OTRS::ITSM 6

Copyright © 2003-2017 OTRS AG

This work is copyrighted by OTRS AG.

You may copy it in whole or in part as long as the copies retain this copyright statement.

All trade names are used without the guarantee for their free use and are possibly registered trade marks. All products mentioned in this manual may be trade marks of the respective manufacturer.

The source code of this document can be found at github, in the repository doc-itsm. Contributions are more than welcome. You can also help translating it to your language at Transifex.

Revision History
Revision 6.0.109/26/2017

Table of Contents

Preface
1. OTRS::ITSM - OTRS for IT service management
Features
New OTRS::ITSM 6 features
New OTRS::ITSM 5 features
New OTRS::ITSM 4 features
New OTRS::ITSM 3.3 features
New OTRS::ITSM 3.2 features
New OTRS::ITSM 3.1 features
New OTRS::ITSM 3.0 features
New OTRS::ITSM 2.1 features
New OTRS::ITSM 2.0 features
New OTRS::ITSM 1.3 features
New OTRS::ITSM 1.2 features
New OTRS::ITSM 1.1 features
OTRS::ITSM 1.0 features
Hardware and software requirements
Community
Mailing lists
2. Commercial services for OTRS::ITSM
OTRS::ITSM consulting and implementation
Software development
Application support
Managed application services (ASP/SaaS)
3. Installing OTRS::ITSM
Installation
Upgrade
4. First steps in OTRS::ITSM
5. ITIL aligned service support with OTRS::ITSM
6. The CMDB - the central IT repository
The OTRS::ITSM database model
OTRS Framework
GeneralCatalog
ITSMCore
ITSMConfigurationManagement
ITSMChangeManagement
ImportExport
Services, at the core of everything
Service levels and service level agreements
Configuration items
GenericInterface for ITSM Configuration Management
Documents and knowledge database
Changes and amendments to the data model
Ticket types and attributes
7. Service desk, incident & problem management
Ticket creation, classification and prioritization
SLA relevant time information
Allocate tickets (queues)
Change ticket data
Approvals and decisions
Generation of problem tickets from incidents
Ticket closure
Processing of service requests
8. Change Management
Change Management Module Requirements
Required Expertise
Technical Requirements
Diagram of Change Management in OTRS::ITSM
Available User Roles
Underlying Workflow
Creating a New Change
Attributes of a Change
Category - Impact - Priority Matrix
Change State Machine
Defining Participant Roles / Persons Related to a Change
Linking a Change with a Request for Change
Defining Conditions
Defining Actions
Rescheduling (Postponing) the Start / End Time of a Change
Creating a Work Order
Attributes of a Work Order
Work Order Type
Work Order State Machine
Defining the Work Order Agent
Work Order Agent Report
Linking Work Orders to Configuration Items / Services
Saving a Work Order as a Template
Deleting a Work Order
Viewing the Content of a Change
Change Views
Change Overview
Change Schedule
PIR - Post Implementation Review
Template
Search
Change Manager
My Changes
My Work Orders
Change Management Statistics
Number of Changes Within a Defined Period
Number of Changes by Change Category
Number of Rejected Changes
Number of Withdrawn Changes
Ratio of Changes to Incidents
RFCs Per Requester
9. Release Management
10. Service Level Management
11. The admin area of OTRS::ITSM
The general catalog
Configuring configuration item classes
Version management of CI classes
Adjustment of ticket state
The criticality - impact - priority matrix
Adjustment of ticket priorities
12. Additional OTRS applications - calendar
13. OTRS::ITSM interfaces
A. GNU Free Documentation License
0. PREAMBLE
1. APPLICABILITY AND DEFINITIONS
2. VERBATIM COPYING
3. COPYING IN QUANTITY
4. MODIFICATIONS
5. COMBINING DOCUMENTS
6. COLLECTIONS OF DOCUMENTS
7. AGGREGATION WITH INDEPENDENT WORKS
8. TRANSLATION
9. TERMINATION
10. FUTURE REVISIONS OF THIS LICENSE
How to use this License for your documents

List of Figures

1.1. OTRS.org
1.2. lists-otrs-org
4.1. Admin-Manual
6.1. agent-phoneticket
6.2. admin-service-managment-overview
6.3. admin-sla-management-overview
6.4. admin-sla-management-edit
6.5. incident-lifecycle
6.6. agent-configuration-items
6.7. agent-configitem-management-link
6.8. agent-configitem-management-link2
6.9. admin-type-management
7.1. agent-ticket-create
7.2. agent-ticket-data-change
7.3. agent-ticket-additional-field
7.4. agent-ticket-queue
7.5. agent-ticket-data-change
7.6. agent-ticket-decision
7.7. agent-service-request
8.1. change-workorder-schema
8.2. otrs-permissions-roles
8.3. change-workflow
8.4. change-matrix
8.5. change-state-machine
8.6. change-state-transition
8.7. change-involved-persons
8.8. change-rfc-relation
8.9. change-conditions
8.10. change-move-timeslot
8.11. change-workorder-state-machine
8.12. change-workorder-state-transition
8.13. change-workorder-agent
8.14. change-workorder-agent-report
8.15. change-workorder-template
8.16. change-workorder-delete
8.17. change-zoom
8.18. change-timeline
8.19. change-overview
8.20. change-schedule
8.21. change-pir
8.22. change-template
8.23. change-search
8.24. change-changemanager
8.25. change-mychanges
8.26. change-myworkorders
10.1. agent-ticket-stats
10.2. agent-stats-export-import
10.3. agent-stats-template
10.4. pdf-doc-view
10.5. pdf-doc-overview
10.6. ticket-graphic-overview
11.1. Admin Area
11.2. Admin General Catalog
11.3. Admin General Catalog
11.4. Admin General Catalog
11.5. admin-configitem-management-change
11.6. admin-configitem-management
11.7. admin-state-management
11.8. admin-priority-allocation
11.9. admin-general-catalog-management-priority
11.10. admin-priority-management
12.1. admin-sys-config
12.2. admin-sysconfig-timeworkinghours

List of Tables

8.1. User roles
8.2. Attributes of a Change
8.3. Involved Persons
8.4. Conditions available at the Change level
8.5. Conditions available at the Work Order level
8.6. Actions available at the Change level
8.7. Actions available at the Work Order level
8.8. Attributes of a Work Order
8.9. Change Overview
8.10. Change Overview Filters
8.11. Change Schedule
8.12. PIR - Post Implementation Review
8.13. Template
8.14. Template Types
8.15. Template
8.16. Change Manager
8.17. Change Manager Filter
8.18. My Changes
8.19. My Changes Filter
8.20. My Work Orders
8.21. My Work Orders Filter
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