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extensions:combodo_dispatch_incident_1_0 [2018/12/19 11:40] (current)
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 +====== Dispatch Incident ======
 +---- dataentry summary ----
 +name             : Dispatch Incident
 +index_hidden ​    : no
 +version ​         : 1.0.2
 +release_dt ​      : 2014-03-11
 +description_wiki : Add an additional state '​dispatched'​ to Incidents
 +itop-versions ​   : 2.0
 +keyword_tags ​    : Incident, life-cycle, process
 +dependencies_s ​  : itop-incident-mgmt-itil,​ itop-profiles-itil
 +author ​          : Combodo
 +download_url ​    : http://​www.combodo.com/​itop-extensions/​dispatch-incident-1.0.2-10.zip
 +----
 +<​related_components>​Other versions of this component:</​related_components>​
 +
 +
 +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 //​dispatched//​ state 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:
 +
 +{{:​extensions:​incident-std-lifecycle.png?​600|Standard Incident Life-cycle}}
 +
 +Once the extension has been installed, the Incident life-cycle becomes as follows:
 +
 +{{:​extensions:​incident-modified-lifecycle.png?​600|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).
 +
 +<note tip>​Actually two new state 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).</​note>​
 +
 +
 +===== Revision History =====
 +
 +^  Version ​ ^  Release Date  ^  Comment ​ ^
 +|  1.0.2  |  2014-03-11 ​ | Integration of the German translation (thanks to ITOMIG GmbH) |
 +|  1.0.0  |  2014-02-28 ​ | First version |
 +
 +
 +===== Installation =====
 +
 +  - 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.
 +  - If iTop is already installed, make sure that the configuration file is not read-only
 +  - Launch the setup program by pointing your browser to <​nowiki>​http://<​itop>/​setup/</​nowiki>​
 +  - When prompted to select the extensions to install, check "​Dispatch of Incidents"​ and complete the setup.
 +{{:​extensions:​dispatch-incident-install.png?​450|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:
 +{{:​extensions:​dispatch-incident-new-button.png?​600|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.
 +{{:​extensions:​dispatch-incident-popup-menu.png|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.
 +
 +<note tip>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.</​note>​
  
extensions/combodo_dispatch_incident_1_0.txt ยท Last modified: 2018/12/19 11:40 (external edit)

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