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mantisbt:issue:7721 [2010/12/06 05:20]
jeank6 Update for a new interest in ITIL v3 !
mantisbt:issue:7721 [2015/09/13 02:57] (current)
vboctor [Request Tracker]
Line 53: Line 53:
 ===== Plugins & scripts related =====  ===== Plugins & scripts related ===== 
 TODO: Add other links  TODO: Add other links 
 +
 +Apparently, you might consider submitting a Git repository with your plugin to https://gitter.im/mantisbt/mantisbt
  
 ==== Solution for reporting via E-Mail ==== ==== Solution for reporting via E-Mail ====
Line 67: Line 69:
   * Last update: 2010-09-24 01:29   * Last update: 2010-09-24 01:29
   * TODO: Contact [[http://www.mantisbt.org/bugs/view_user_page.php?id=16066|am-gtz ]] for the plugin   * TODO: Contact [[http://www.mantisbt.org/bugs/view_user_page.php?id=16066|am-gtz ]] for the plugin
 +
 +==== Automatic reminders based upon Status/Due date ====
 +It's a script for sending reminders to developers to be informed about forthcoming Due dates.
 +  * Site: [[http://www.mantisbt.org/bugs/view.php?id=10153|10153]]
 +  * Author: Cas 
 +  * Last update: 2010-05-07 03:53
 +
 +===== Key concept ===== 
 +==== ITIL Incident  ==== 
 +It's a very interesting concept for an easy classification of an incident
 +  * Incident
 +Any event which is not part of the standard operation of a IT service and which causes, or may cause, an interruption to, or a reduction in the quality of that service. (in ITIL v3 Service Request are not Incident, but Service Request  are treated similarly than incident)
 +
 +  * Impact
 +Impact describes the measure of the business criticality of an incident. Impact is often based on the extent to which an incident leads to distortion of agreed or expected Service Levels. (Ie: loss of revenue, loss of business reputation, breach of legal constraints, etc..)
 +
 +   * Urgency
 +Measure of the business criticality of an incident or problem based on the business needs of the customer. Urgency is the speed required for the resolution
 +
 +  * Priority
 +Priority is the sequence in which an incident or problem needs to be resolved, based on impact and urgency. And it serves to identify an acceptable period for the implementation of an action
 +
 +<file>
 ++--------+------+------+------+------+
 +|                     Impact       |
 ++   Priority    +------+------+------+
 +|               |High  |Medium|  Low |
 ++--------+------+------+------+------+
 +|        |High  |  1    2    3   |
 ++        +------+------+------+------+
 +|Urgency |Medium|  2    3    4   |
 ++        +------+------+------+------+
 +|        |Low    3    4    5   |
 ++--------+------+------+------+------+
 +</file>
 +TODO: convert to table : http://www.mantisbt.org/wiki/doku.php/mantisbt:syntax
  
 ===== See also =====  ===== See also ===== 
Line 73: Line 111:
 TODO: Add other links towards another open source tool could be a good solution TODO: Add other links towards another open source tool could be a good solution
  
-==== GLPI ==== 
-GLPI, an initialism for Gestionnaire libre de parc informatique (Free Management of Computer Equipment), is a free trouble ticket system software that anyone can use to build up a database with an inventory for computer equipment (computers, software, printers, etc.). 
  
- * Site: [[http://glpi-project.org/|glpi-project.org]] 
  
-==== External links ====  
-http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library 
  
 +
 +==== External links ==== 
 +  * http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library
 +  * http://www.itlibrary.org/
  
 ===== Acknowledgement ===== ===== Acknowledgement =====
 This feature was initiated by dsolajic & vboctor ([[http://www.mantisbt.org/bugs/view.php?id=7721|7721]]). This feature was initiated by dsolajic & vboctor ([[http://www.mantisbt.org/bugs/view.php?id=7721|7721]]).
mantisbt/issue/7721.1291630813.txt.gz ยท Last modified: 2010/12/06 06:27 (external edit)