Hi,
We have a lot of questions/ issues regarding the present ITSM data
model , and its current "restrictions" as
* companies not been able to have sub-companies
* contract feature , able to regroup services ( and
not linked as present to customer login) . Then contract to be
associated to a company
* SLA being able to be generic, and as such ,
associated to a Service , via a Contract ( possibly several SLA for a
given Service under a given COntract)
* ConfigItem to be associated to a contract /
service , with the associated SLA chosen among the possible ones
* location being able to be linked to one or more
companies( shared locations)
* customer users with independent customer ID to be
linked to one company
with the consequent UI behavior :
ex : selecting a company , limits
* the contract choice
which limits the Service choice
which limits the configItem , if any
and then the SLA
* then limits the possible customer
users to be associated a ticket ( from the ones associated to the
Contratc / service / ConfigItem)
obviously this imposes to have fro each company at least one
contract, with at least one Service and then optionally a SLA , in
parallel optionnally a ConfigItem
To our understanding, above features are ITIL compliant, ( unless
otherwise demonstrated) , an reflect the real life of a service provider .
is there any plans to move in these direction, at least partially.
Any feedback will be greatly appreciated , as we have to make a
choice to switch or not to OTRS/ITSM
Thanks in advance
Philippe
Philippe de LUSSY Tel : 33 (0) 5 49 49 57 70
Chairman - CEO Mobile : 33 (0) 6 20 14 76 04
Email : [EMAIL PROTECTED] Fax : 33 (0) 5 49 49 01 16
e-Qual
Arobase 2
Avenue du Futuroscope
Teleport 1
86360 CHASSENEUIL DU POITOU
France
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