Use OTRS to save network documentation

[sandervink]

We would like to know if it is possible to save / create network documentation in OTRS.
So we can save all of the documentation (for every customer) like passwords, servernames and configurations.

We already tried to use OTRS ITSM ConfigItem ( CMDB ). But it is not optimal to save documentation in it. We would like to create documentation per customer, not per device. Also the search option is not optimal.

So, is there a plugins or something we could use to save our documentation in it.

Thanks in advanced!

[jojo]

you can use CMDB (you need to design a class for your needs first) or FAQ.

If you just wan't to document and don't want to use the benefits of OTRS like linking of Tickets to CIs you should think on using a Wiki instead

[sandervink]

Thanks for your fast reply. I think CMDB is a good option.

We created classes per customer and made a custom form per customer. But if we save all our documentation in it, we will get an large and long detail view.
So it is nu useable because it is too long/large.

But maybe we are not using it in the correct way. Maybe it is possible to create "subclasses" or something?

thank you so much!

[jojo]

there is no subclasses.

you can have a field customer user and customer id in a class to assign an item to a customer. A CMDB is always item based.

[crythias]

Since the data isn't encrypted, I'd suggest not storing passwords in FAQ or CMDB.

I use a shared password manager (like roboform) that encrypts the data before sharing for passwords.

I use sharepoint + onenote to share network documentation which is great to be able to keep a synced, but offline copy when working onsite at a customer. It has the benefit of not having to connect on your customer's Internet to get information.

Yes, CMDB will work for management, but there might be other optimal opportunities for documentation.