Hello,
I've recently installed itsm extension for otrs in order to test it and maybe apply some itil processes.
I thought the "Service Catalog" would be used only for service requests.
But seing how otrs presents "Ticket Type" and "Service" fields on a ticket, I understand a service in the catalog can also be used for an incident ("Incident::Disaster").
Is it ok and itil compliant to use the same service for a service request or a disaster ?
Regards
[SOLVED] catalog design
Moderator: crythias
-
artturi
- Znuny newbie
- Posts: 24
- Joined: 11 Nov 2012, 00:14
- Znuny Version: 3.1.11
- Real Name: Mikael Kermorgant
- Company: Iufm de Paris
[SOLVED] catalog design
Last edited by artturi on 18 Nov 2012, 22:57, edited 1 time in total.
Mikael
Using ORS::ITSM 3.1.11-3.1.6 on Debian
Using ORS::ITSM 3.1.11-3.1.6 on Debian
-
crythias
- Moderator
- Posts: 10170
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: catalog design
It seems to me okay to do this if you consider the service being the thing being addressed.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask