Hello.
What is 'SIROS'? I couldn't find any info in search engines.
Thanks in advance.
================================
From: <[EMAIL PROTECTED]>
Reply-To: "User questions and discussions about OTRS.org" <[email protected]>
To: <[email protected]>
Subject: AW: [otrs] Using OTRS in an operations only environment?
Date: Wed, 6 Sep 2006 09:32:14 +0200
Hi,
That is the great thing about OTRS, you can use it how you like. From my
experience, I would try a combination of OTRS/SIROS (because of the better
assignment of rolls) and http://www.dotproject.net dotProject because of
the scheduling and dependencies of changes.
Best Wishes,
Shawn Beasley
Support - IT
LPID LPI000077664
VERIFICATION NUMBER 3vk4xshbx6
LPIC - 1
Cargo Future Communications GmbH
Building 1335
D-55483 Hahn-Airport
Tel. +49 6543 983 113
Fax +49 6543 983 119
Mobil: +49 151 12 12 8934
Email: [EMAIL PROTECTED]
Web: http://www.cfc-callcenter.com
________________________________________
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von
Fasano, Anthony
Gesendet: Dienstag, 5. September 2006 17:25
An: [email protected]
Betreff: [otrs] Using OTRS in an operations only environment?
I am looking at apps to use for managing tasks in an Ops only environment
where the agents and customers are generally the same people.
Two example scenarios would be:
Provision a New Server -
1. SA submits a request to the CM people to stand up a new box.
2. The CM is approved and the ticket is assigned to the SA
3. The SA submits tickets to the network and infrastructure teams for a
rack location, switch port, and an IP address.
4. The network and infrastructure teams provide the info and the SA
completes the task.
NOC incident response:
1. The monitoring systems report a problem.
2. The NOC opens an incident and investigates.
3. The incident becomes an outage.
4. The NOC escalates the incident to an SA to handle.
In the last scenario it would be nice to know when it was changed to an
outage and when it was changed back to an incident. The incident ticket
must always remain in the NOC queue and perhaps an associated ticket be
assigned to the SA. In the end, all actions must be accounted for.
As you can see, there is no real distinction between 'customer' and 'agent'
since anyone submitting a ticket may or may not be the one actually working
on it.
Has this ever been done? If not, what would the level of effort be to
implement this? Also, I see there is a Generic Agent. Could the agent be
used to open additional tickets based on the content of the original one,
this simulating a kind of workflow?
A.J. Fasano
Enterprise Management Team
Network Solutions, LLC
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support orr consulting for your OTRS system?
=> http://www.otrs.com/
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support orr consulting for your OTRS system?
=> http://www.otrs.com/
