1. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Request and Incident Tracking System (RITS) (Second RITS Forum) Zhechka Toteva on behalf of the Remedy team FIO/FD 27 November 2009

2. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it What we have asked for? We have to create together with the service managers the RITS incident categorisation –Currently we have 456 active PRMS items in the IT Services domain only We will implement the incident categorization as extension of the service catalogue 2

3. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it What we have asked for? - II Service managers have to create the support groups (e-groups) according to the convention –We will automatically synchronize all the support egroups which names start with RITS and correspond to the described pattern The support group The support people (from the e-groups members) The assignment rule (extracted from the pattern) Thank you, the people who have already done this (and the ones who are currently working on this issue) –https://espace.cern.ch/itsdf/RITS- Forum/RITS%20Configuration/Home.aspxhttps://espace.cern.ch/itsdf/RITS- Forum/RITS%20Configuration/Home.aspx 3

4. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Discussion topics Objects created in RITS from the existing e-groups Default Service Request Definition Advanced Service Request Definitions –Predefined questions, icon, description, turn around time… Chaining tickets in RITS Next RITS forum 4

5. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it The created e-groups rits-authentication-level3 rits-authentication-level3- Certificates rits-broadcast-level2-webcast rits-broadcast-level3-alerter rits-desktopapplication-level3- windows rits-elfms-level2 rits-elfms-level2-cdb rits-elfms-level2-cdb-acl rits-elfms-level3-cdb-acl rits-mail-level3 rits-meetingsupport-level2-indico rits-meetingsupport-level2- videoconferencing 5 Objects created in RITS rits-networkinstallation-level3- windows rits-printing-level3-windows rits-terminalservices-level3-cernts rits-terminalservices-level3- customterminalservers rits-virtualmachines-level3- serverselfservice rits-web-level3 rits-web-level3-sharepoint rits-windows-level3-customservers * 12:29; 27 th of November

6. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Automatic synchronization with RITS Incident Operational Categorization –Category 1 = broadcast –Category 2 = alerter –Category 3 = Support Group –Support Group Name = rits-broadcast-level3-alerter –Support group role = Tier 3 –Support Group Description (optional) = e.g. Support Group Name 6 rits-broadcast-level3-alerter

7. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Automatic synchronization with RITS Assignment Rule –Incident categorized in Cat 1 = “Broadcast” and Cat 2=“Alerter” is assigned to support group “rits-broadcast- level3-alerter” Support Group People (ongoing) –People in the e-group will be the support people and the owner of the e-group will be the support group owner 7 rits-broadcast-level3-alerter

8. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Service Catalogue (in Service Request Management - SRM) 8

9. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Default service request definitions For each “user facing component [Service Catalogue]”, RITS will offer a default web form for user to submit a request with two fields: –“Brief Summary” –“Detailed Description” 9 –“Expected Date” – default, in 72 hours

10. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Default operational categorization The ticket will be assigned to the corresponding Tier 1/Tier 2 Incident Operational Categorization 10

11. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Advanced SRD e.g. Change of password 11 Service Component Description Service Component Icon

12. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Advanced SRD e.g. Change of password 12 Question title (“Date of Birth”) Data type of the Answer (multi-line, list-box) Mandatory Answers

13. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Advanced SRD e.g. Change of password 13 When questions are used the ticket description details are build according to a pattern. e.g. + " " + "Date of Birth:" + + " " + "Primary Nationality:" + + " " + "CERN ID Number:" + + " " + "Supervisor name or CERN Organic Unit:" + + " " + "Alternative Email Address:" + The created incident ticket seen by the support staff

14. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Chaining tickets in RITS Use cases: –Incident ticket A is a duplication of Incident ticket B –Create an incident ticket B, in order to ask third party to investigate something –Search for an incident ticket B, that can be related to the incident ticket A 14

15. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Chaining tickets in RITS 15

16. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it What do we need We need the e-groups created by the service managers A description of the user facing component (default, the service component name) An icon for the user facing component (default, the “bubble” image) Expected turn around time for a user facing component (default, 72 hours) If a user facing component requires the user to be asked specific questions we need for each question: –Question title –Mandatory or not –Data type –The pattern according which the incident details will be created 16

17. CERN - IT Department CH-1211 Genève 23 Switzerland www.cern.ch/it Next RITS forum Knowledge management Tickets and communication flows Interfacing to LANDB End user test accounts for service managers (just for understanding the new tool) Transition from helpdesk@cern.ch to SRMhelpdesk@cern.ch Date: Second week of January 17