分派事件到团队

名称:分派事件到团队

描述:向团队分配分派和事件,而不分配处理人员

版本:1.1.6

发布:2018-12-19

itop-version-min:2.1.0

码:combodo-dispatch-incident

扩散:iTop Hub,ITSM设计器

状态:稳定

下载:https://store.itophub.io/en_US/products/combodo-dispatch-incident

备用名称:分派事件

对于早于2.1.0的iTop版本,请使用此组件的以前的版本,对于iTop 2.1.0或更高版本,请使用组件的版本。

该组件的其他版本:1.0.2 

iTop中事件工单的标准生命周期不允许将工单分配给团队,而不将其分配给该团队中的特定人员。通过创建调度的新状态,此扩展允许分派将事件工单分配给团队,而无需将其分配给特定的Person。然后,可以从调度状态将事件分配给人员。

特征

在将分派和事件分配给团队之前,先将其分配给人员。

标准事件的生命周期如下:

Standard Incident Life-cycle

一旦安装了扩展程序,事件的生命周期将变为:

Incident Life-cycle with "dispatched" state

还修改了TTO(拥有时间)指标的定义,以将“已分派”状态纳入账号(当工单实际上分配给个人而不只是分配给团队时,拥有时间停止。

实际上,生命周期中增加了两个新状态:调度状态和重新调度状态,以将工单的第一个分派引入账号。当再次将分配给某个人员的工单分配给团队时,会清除分配给工单的工单(即使将工单再次分配给同一团队)。

修订记录

发布日期版本评论
2018-12-191.1.6NL和ES翻译
2018-07-021.1.4ES和DE翻译
2018-01-261.1.3修订俄文字典。
2017-11-141.1.2修订德语词典。
2014-11-191.1.1适应于iTop> 2.1.0,这为开发其他可以向故障单添加状态的模块提供了更大的灵活性
2014-03-111.0.2集成的德语翻译(感谢ITOMIG GmbH)
2014-02-281.0.0第一个版本

安装

  1. 展开扩展名的zip文件,然后将文件夹combodo-dispatch-incident复制到iTop的扩展文件夹中,并确保Web服务器流程可以读取该文件夹。
  2. 如果已经安装了iTop,请确保配置文件不是只读的
  3. 通过将浏览器指向http ::: <itop >> setupp启动安装程序
  4. 当提示您选择要安装的扩展时,请检查“事件的分派”并完成设置。

Installation screen

配置

此扩展名没有特定的配置设置。

用法

新的调度状态已与工单的生命周期完全集成。例如,当创建一个新的事件时,将出现一个额外的按钮“派送给团队”:

New button "Dispatch to a team"

在状态为新的事件上,操作活动的下拉列表中提供了功能“派送给团队 ..”。

New action "Dispatch to a team"

用户必须具有简档“服务台坐席”或“支持人员”(或管理员),才能被分派和工单使用。

可将工单派遣到的团队列表与将工单直接分配给团队和人员时使用的团队列表相同。可能的团队由工单的组织的工单定义。

原文:https://www.itophub.io/wiki/page?id=extensions%3Acombodo_dispatch_incident


Dispatch Incident to team

name:
Dispatch Incident to team
description:
Dispatch an incident to a team without assigning an agent
version:
1.1.6
release:
2018-12-19
itop-version-min:
2.1.0
code:
combodo-dispatch-incident
diffusion:
iTop Hub, ITSM Designer
state:
stable
download:
https://store.itophub.io/en_US/products/combodo-dispatch-incident
alternate-name:
Dispatch Incident

For iTop versions older than 2.1.0 use a previous version of this component, for iTop 2.1.0 or newer use this version of the component.

Other versions of this component: 1.0.2

The standard life cycle for Incident tickets in iTop does not allow to assign a ticket to a Team without assigning it to a specific Person inside this Team. By creating a new state dispatched, this extension allows to dispatch an Incident ticket to a Team, without assigning it to particular Person. From the dispatchedstate the Incident can then be  assigned to a Person.

Features

Dispatch an Incident to a Team before assigning it to a Person.

The standard Incident life-cycle is the following:

Standard Incident Life-cycle

Once the extension has been installed, the Incident life-cycle becomes as follows:

Incident Life-cycle with "dispatched" state

The definition of the TTO (Time To Own) metric is also modified to take into account the “dispatched” state (The Time To Own stops when the ticket is actually assigned to a Person, not only dispatched to a Team).

Actually two new states are added to the life-cycle: dispatched and redispatched, to take into account the first assignment of a ticket. When a ticket which was assigned to a Person is dispatched again to a Team, the agent to which the ticket was assigned is cleared (even if the ticket is dispatched again to the same team).

Revision History

Release DateVersionComment
2018-12-191.1.6NL and ES translations
2018-07-021.1.4ES and DE translations
2018-01-261.1.3Revision of the Russian dictionnary.
2017-11-141.1.2Revision of the German dictionnary.
2014-11-191.1.1Adapted to iTop > 2.1.0, which gives more flexibility for developing other modules that could add states to the tickets
2014-03-111.0.2Integration of the German translation (thanks to ITOMIG GmbH)
2014-02-281.0.0First version

Installation

  1. Expand the zip file of the extension and copy the folder combodo-dispatch-incident into the extensions folder of iTop, and make sure that the folder can be read by the web server process.

  2. If iTop is already installed, make sure that the configuration file is not read-only

  3. Launch the setup program by pointing your browser to http://<itop>/setup/

  4. When prompted to select the extensions to install, check “Dispatch of Incidents” and complete the setup.

Installation screen

Configuration

This extension has no specific configuration setting.

Usage

The new dispatched state is fully integrated with the life-cycle of the ticket. For example, when creating a new Incident, an extra button “Dispatch to a team” appears: New button "Dispatch to a team"

On an Incident in state new, the action “Dispatch to a team..” is available in the drop-down list of actions. New action "Dispatch to a team"

A user must have either the profile “Service Desk Agent” or “Support Agent” (or Administrator) to be allowed to dispatch a ticket.

The list of teams to which the ticket can be dispatched are the same as the ones used when assigning the ticket directly to a Team and a Person. The possible Teams are defined by the Delivery Model of the Organization of the ticket.

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由 superadmin 在 2020/08/27, 16:07 创建
    

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