Re: [rt-users] RT4 and ITIL
Hi, We're using RT in an ITIL kinda way. Basics are: - Setup the queue's the way you like, we've done it in a manner where 1 queue represents 1 department (e.g. servicedesk, sysadmin, testers, developers, etc.) - Use a Custom Fields for setting a ticket type (incident, problem, change, etc.) - If required add another CF for the impact (high, middle, low) - Install the SLA extension If you go further then you can add scrips which automatically set your SLA based on e.g. ticket type (incident/problem/change) + priority (1,2,3,4). Or similar based on ticket type, impact and priority. In addition you can choose to use the Articles feature as a knowledge base or for standard replies. (known errors, known solutions, etc.). As for known errors, you could create a ticket type for that, or a checkbox simply saying yes/no for each ticket (with a CF). Also, you might want to adjust the default lifecycle (or create a new one) with status values that suite your needs. We've added a few valies stating a call is now waiting on a customer, or on a supplier. As you can see, this part is quite flexible so you'll want to take a piece of paper and draw a few things before actually looking into the how in RT. As for us, we use an external tool for making reports out of RT (they are being developed using Splunk atm). For the purpose of making reporting on SLA's we've added a few (for the user invisible) custom fields (1 for each status) which we use for registering the amount of minutes a ticket stays in one status (done using cron + scripts in the backend using the RT API, updated every 5 minutes). For example, if a ticket is on status open for 10 minutes, then waiting for supplier 600 minutes, then back to open again for 15 minutes, then these CF's will show a ticket has been on status open for 25 minutes, and on status waiting on supplier for 600 minutes. This makes SLA reporting quite easy + we have the ability to quickly see why a ticket is going passed it's allowed SLA (e.g. it takes ages for our supplier to actually do something). As for the asset management, we chose to initially use RT for registering and reporting on incoming calls. Which means that we've created CF's (Item A, Item B and Item C) which show an hierarchy of items but mostly aimed at products (globally) and problems (e.g. lost passwords). Asset management on it's own is something that we do in a different system. However, I've been told that RT will come with a feature called Assets with version 4.2. Which looks a little like the Articles feature a.t.m. This could mean that you could do some asset management within RT using that version. Not sure how extensive it will be, we're waiting for the first RC for version 4.2 since we'd love to have this in RT as well. -- Well, maybe not so basic as I read what I wrote haha but I hope this gives you some ideas on how to implement RT in an ITIL process. Best regards. -- Bart G. 2013/4/3 Lisa Tomalty ltoma...@uwaterloo.ca Thanks Tim ...we are investigating right now and want to hear if people see RT meeting the needs of the main service operations processes and linking with SLAs, Asset mgmt., chg mgmt., etc Lisa Tomalty Information Systems Technology/Arts Computing Office University of Waterloo Waterloo, Ontario, Canada MC2052/PAS2023 (519) 888-4567 X35873 ltoma...@uwaterloo.ca -Original Message- From: Tim Cutts [mailto:t...@sanger.ac.uk] Sent: Tuesday, April 02, 2013 12:24 PM To: Lisa Tomalty Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT4 and ITIL On 2 Apr 2013, at 16:35, Lisa Tomalty ltoma...@uwaterloo.ca wrote: HI all If you have used RT4 with ITIL service operations processes (and/or other ITIL processes such as change management), can you send me an email to discuss? Yes, keep it on list, please - I'm interested in this. I've had a few ideas (adding another closed status beyond resolved, maintaining separate service request, incident and problem queues with different lifecycles so that incidents can't become problems) and so on. RTFM is sort of a Known Error Database. However, RT's Owner model doesn't quite fit with a strict ITIL service desk idea of the ticket owner remaining in the Service Desk, even though the person actually working on resolving the problem might be somewhere else, although you'd conceivably do that with child tickets in other queues. Alternatively, the ITIL Incident Owner could be the RT Ticket AdminCc, perhaps? I'd be interested in hearing any discussion people have about it. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE.
Re: [rt-users] RT4 and ITIL
On 04/04/2013 02:29 AM, Bart wrote: Asset management on it's own is something that we do in a different system. However, I've been told that RT will come with a feature called Assets with version 4.2. Which looks a little like the Articles feature a.t.m. This could mean that you could do some asset management within RT using that version. Not sure how extensive it will be, we're waiting for the first RC for version 4.2 since we'd love to have this in RT as well. To clarify a little: the assets feature you've heard about is being developed as an RT extension targeted at 4.2. (It won't work with 4.0.) It won't be included in the 4.2 releases themselves, so you'll need to wait for an assets RC and *then* run it against either git master or the latest 4.2 RC that exists at the time.
Re: [rt-users] RT4 and ITIL
On Thu, Apr 4, 2013 at 4:11 PM, Thomas Sibley t...@bestpractical.com wrote: On 04/04/2013 02:29 AM, Bart wrote: Asset management on it's own is something that we do in a different system. However, I've been told that RT will come with a feature called Assets with version 4.2. Which looks a little like the Articles feature a.t.m. This could mean that you could do some asset management within RT using that version. Not sure how extensive it will be, we're waiting for the first RC for version 4.2 since we'd love to have this in RT as well. To clarify a little: the assets feature you've heard about is being developed as an RT extension targeted at 4.2. (It won't work with 4.0.) It won't be included in the 4.2 releases themselves, so you'll need to wait for an assets RC and *then* run it against either git master or the latest 4.2 RC that exists at the time. Will this assets extension be a replacement for AssetTracker extension?
Re: [rt-users] RT4 and ITIL
Please keep replies on the list. On 04/04/2013 01:16 PM, Lisa Tomalty wrote: Thanks Thomas ...is there an ETA for the Assets feature? No, we generally don't announce ETAs.
Re: [rt-users] RT4 and ITIL
Thanks! Lisa Tomalty Information Systems Technology/Arts Computing Office MC 2052/PAS 2023 University of Waterloo Waterloo, Ontario, Canada (519) 888-4567 X35873 ltoma...@uwaterloo.ca -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Thursday, April 04, 2013 4:43 PM To: RT Users Subject: Re: [rt-users] RT4 and ITIL Please keep replies on the list. On 04/04/2013 01:16 PM, Lisa Tomalty wrote: Thanks Thomas ...is there an ETA for the Assets feature? No, we generally don't announce ETAs.
Re: [rt-users] RT4 and ITIL
On 04/04/2013 01:32 PM, Darin Perusich wrote: Will this assets extension be a replacement for AssetTracker extension? I can't comment on that; I haven't actually ever looked at AssetTracker. There are almost certainly significant differences. Currently there is no tool to import AssetTracker data into our extension, though there are general import tools. It's easy to imagine demand for a conversion tool, however.
Re: [rt-users] RT4 and ITIL
Better keep this interresting thread in the mailinglist or if you do this offlist, please post a summary after you've had answers. But oh wait,... I see that you're from the University of Waterloo and I'm French so maybe you would not want to share this with me ;-) Thibault Le 02/04/2013 17:35, Lisa Tomalty a écrit : HI all If you have used RT4 with ITIL service operations processes (and/or other ITIL processes such as change management), can you send me an email to discuss? Thanks everyone! Lisa :) *Lisa Tomalty* *Information Systems Technology/Arts Computing Office* ** MC 2052/PAS 2023 University of Waterloo Waterloo, Ontario, Canada (519) 888-4567 X35873 ltoma...@uwaterloo.ca mailto:ltoma...@uwaterloo.ca
Re: [rt-users] RT4 and ITIL
On 2 Apr 2013, at 16:35, Lisa Tomalty ltoma...@uwaterloo.ca wrote: HI all If you have used RT4 with ITIL service operations processes (and/or other ITIL processes such as change management), can you send me an email to discuss? Yes, keep it on list, please - I'm interested in this. I've had a few ideas (adding another closed status beyond resolved, maintaining separate service request, incident and problem queues with different lifecycles so that incidents can't become problems) and so on. RTFM is sort of a Known Error Database. However, RT's Owner model doesn't quite fit with a strict ITIL service desk idea of the ticket owner remaining in the Service Desk, even though the person actually working on resolving the problem might be somewhere else, although you'd conceivably do that with child tickets in other queues. Alternatively, the ITIL Incident Owner could be the RT Ticket AdminCc, perhaps? I'd be interested in hearing any discussion people have about it. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE.
