[James Mohr]

Hello!

I am using the Demo in Web. At the moment, we are setting up an test environment, but I have a number of questions that I cannot find answers to. If there is a different channel I should use please let tell me.

• Tickets appear to be a single object type, and different fields are displayed depending on the request type. (incident Service Request, Change) Is this correct?
• How do I tell in the list if a ticket is an Incident, ChangeRequest or ServiceRequest?
• How do I search for only ChangeRequests, for example?
• How do I filter or group the dashboard views?
• How do I change color of entries in list based on various criteria.
• Ticket is red if deadline passed.
• Configuration Item red if contact will expired in less than one month.
• Can I create our own states based on ticket type
• All tickets have a review state.
• CR has a planning state, but Incident does not.
• Priority is the combination of impact and urgency, but I only see a priority field. Where are impact and urgency? Can I add them and create a new calculated field for priority.

Work-Flows

• Workflow editor. Is there really an visual editor? Is it BPMN compatible?
• Can I define criteria for different states, e.g. you can only move a change ticket from planning to approval if you are the ticket owner.

Activities/Tasks – An activity is a seperate object used to manage the actual work.

• Someone is responsible for a change request, but other people are responsible for the actual doing. How does one keep track of that?
• Can you define templates for changes? For example
  • CR type 1 has 10 different activities.
  • CR type 2 has 7 different activities.

How do I assign a category to a ticket?
Are categories the same as the FAQs? That is, is there a single category tree?
KnowledgeManagement

• Is the Wiki simply FAQs?
• We have the following types HowTo/FAQ, Standard Solutions, Known-Errors, Directives
• We want to differentiate between type and category. (e.g. in a search, show all HowTos related to Outlook)

Integration with Baramundi

• Import/compare CMDB at regular intervals
• Delete old, add new items
• Is it explicitely a Baramundi API/Connector or is it building a new „Webservice“
• The Otobo home page says „Automated Population of the Configuration Management Database“
• Is this „plugin and go“ or does the admin have to actually script the interface.
  • In other ticket systems, you just define the field mappings

Change Management

• Multi-Level, multi-step Approval
•  For example:  Customer/Dept. manager, IT, Customer/Dept. manager again

SSP Pages

• Is there a Kiosk/Shop-Function? For example, to order new hardware.
• Does this have an approval function?

Processes/Process tickets

• We need multiple Process similar to „Service Catalog“. Example On-Boarding.
• Why is the list of required information not just automatically added to the ticket? Better yet, why are these not dynamic fields?
• Can you create a change request or service request directly from an Incident.
• Differentiate an Event from an Incident

Can we define own Forms?

• Define new fields for these forms?
• Can the forms be dynamically assigned, for example if the current user is in the Group KeyUsers, then show form F1, otherwise show form F2.

Setting the characteristics of Fields:

• Only writeable if ticket in a specific state.
• Only visible if users is a member of a specific group.
• Mandatory if ticket is in a specific state.
• Only writeable if users is a member of a specific group.
• Only writeable if another field has a specific value.

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