We went for a mix-and-match solution which may be of interest to others. We create records on OTRS for each newly purchased device from our procurement process.
We use Microsoft SCCM as the main discovery and management tool, and pick up data from SCCM daily which is injected into the OTRS records maintaining details useful to the service desk; examples are network address, linked networks, last logged on user, memory size, cpu count/speed. We have added a link to the SCCM record and the SCCM remote control tool to the CMDB detail screen which then allows agents to click through to these should they be needed to fix/investigate the ticket. SCCM records not found on OTRS are reported as exceptions - helps with the security process. -- Steve Durbin Group Manager Applications Delivery / Cyfarwyddwr Grŵp Trosglwyddo Rhaglenni Bridgend County Borough Council / Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel / Rhif Ffon: +44 1656 642113 Mob / Ffon Symudol: +44 7976 271559 Fax / Ffacs: +44 1656 642125 Web / We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
