Philippe de LUSSY
Tue, 18 Sep 2007 01:00:44 -0700
Hi,We have a lot of questions/ issues regarding the present ITSM data model , and its current "restrictions" as
* companies not been able to have sub-companies
* contract feature , able to regroup services ( and
not linked as present to customer login) . Then contract to be
associated to a company
* SLA being able to be generic, and as such ,
associated to a Service , via a Contract ( possibly several SLA for a
given Service under a given COntract)
* ConfigItem to be associated to a contract /
service , with the associated SLA chosen among the possible ones
* location being able to be linked to one or more
companies( shared locations)
* customer users with independent customer ID to be
linked to one company
with the consequent UI behavior :
ex : selecting a company , limits
* the contract choice
which limits the Service choice
which limits the configItem , if any
and then the SLA
* then limits the possible customer
users to be associated a ticket ( from the ones associated to the
Contratc / service / ConfigItem)
obviously this imposes to have fro each company at least one contract, with at least one Service and then optionally a SLA , in parallel optionnally a ConfigItem
To our understanding, above features are ITIL compliant, ( unless otherwise demonstrated) , an reflect the real life of a service provider .
is there any plans to move in these direction, at least partially.
Any feedback will be greatly appreciated , as we have to make a
choice to switch or not to OTRS/ITSM
Thanks in advance Philippe Philippe de LUSSY Tel : 33 (0) 5 49 49 57 70 Chairman - CEO Mobile : 33 (0) 6 20 14 76 04 Email : [EMAIL PROTECTED] Fax : 33 (0) 5 49 49 01 16 e-Qual Arobase 2 Avenue du Futuroscope Teleport 1 86360 CHASSENEUIL DU POITOU France _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev