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projectProcessOwner & projectLead & projectMember escalationOverride & escalationStatus escalateTo childOrgUnit CMDB Class Model OTRS::ITSM Version 1.0 Author(s): Werner Siebecke (ECO) As of: 02-JUL-07 Page: 1 of 1 File: OTRS_ITSM - ECO - CMDB Class Model v1 20070702.VSD Effective: 02-JUL-07 Approved by: Manuel Hecht ((otrs)) 1..n childService slaID slaName slaDescription slaNotes slaType slaCategory slWindow (Calendar) slAvailabilityTarget slAvailabiltyMeasurementPeriod slTransactionTarget slResponseTimeTarget (= serviceLeadTimeTarget) MaxTimeToRepairTarget (= serviceDeliveryTimeTarget) MinTimeBetweenIncidentsTarget slaStatus slaTermStartDateTime slaTermExpirationDateTime slaReportingCycle slaReportingRecipients slaReviewCycle: varchar nextSLAReviewDateTime slaBaseCost relatedObjects relationTypes SLA id parent orgName description category: int status internal: boolean website attachments notes OrgUnit id title name description keywords type category version lastReviewDateTime nextReviewDateTime modifiedDateTime modifiedBy documentStatus relatedObjects relationTypes attachments notes Documentation id eventSource eventCode eventName eventDescription eventDateTime eventAcknowledged eventClosed eventClosedBy notes MonitoringEvent (3rd Party) Location id parent name description status type phone1 phone2 fax email address1 address2 timezone attachments notes 1..n serviceCustomer 1..n serviceProvider locations 1..* underlyingSLA documentAuthor IncidentRecord id incidentType incidentErrorCode currIncidentStatus slAchievementLevel slAchievementDetail id title content contentText status version folder public attachments notes KnowlegeBase kbArticleNo id name vendor model description type category computerName barcode serialNo dhsLocation osName cpu cpuCount cpuSpeed hdd hddCount hddFree ram displayAdapter monitorType network domain lanCard ipAddresses primaryIPAddress warrantyExpirationDate installDate currDeploymentStatus currDeploymentDate plannedDeploymentStatus plannedDeploymentDate createdDateTime createdBy modified modifiedBy modifiedByAudit (unused) relatedObjects relationTypes attachments notes ComputerCI Enterprise Consulting GmbH Norsk-Data-Str. 1 D-61352 Bad Homburg T +49 6172 18076-0 F +49 6172 18076-90 E [email protected] I www.enterprise-consulting.de id name vendor model description type category barcode serialNo dhsStorageLocation warrantyExpirationDate installDate currDeploymentStatus currDeploymentDate plannedDeploymentStatus plannedDeploymentDate createdDateTime createdBy modified modifiedBy modifiedByAudit (unused) relatedObjects relationTypes attachments notes HardwareCI id name description type category ipAddressRangeFrom ipAddressRangeTo ipAddressesUsed currDeploymentStatus currDeploymentDate plannedDeploymentStatus plannedDeploymentDate createdDateTime createdBy modified modifiedBy modifiedByAudit (unused) relatedObjects relationTypes attachments notes NetworkCI id name vendor version description type category barcode serialNo licenceKeys media dslLocation licenceType licenceQuantity /licenceBalance (:= installations - Quantity) licenceExpirationDate installationsOnCI installDates currDeploymentStatus currDeploymentDate plannedDeploymentStatus plannedDeploymentDate createdDateTime createdBy modified modifiedBy modifiedByAudit (unused) relatedObjects relationTypes attachments notes SoftwareCI ProblemRecord id problemType currProblemStatus id parent projectName projectObjective projectMemberRole startDateTime endDateTime relatedObjects relationTypes attachments notes Project childProject ChangeRecord id changeType risk currChangeStatus pirResult WorkPackage id workPackageType wpSequenceNo wpPredecessor severityOverride priorityOverride currWPStatus budget child Work Package ArticleID CreateTime CreateBy ArticleType description (Body) public (SenderType) spentTime attachments budget (1.1) expenses (1.1) TicketArticle projects Person id title firstName middleName lastName /displayName (:=fistName & lastName) status vip: boolean businessPhone1 businessPhone2 mobilePhone fax emailAddress instantMsgAddress jobTitle costCenter preferredLanguage attachments notes persons id pager workCalendar hourlyRate hourlyOvertimeRate Agent id type name description relatedObjects relationTypes attachments notes Skill agent Skills isAgent id name groupEmailAddress notes Group (Agents only) n..1 members agentManager childLoc 1..1 supportingGroup & 1..1 serviceManager AvailabilityStatusChange() TicketOnServiceIncident() serviceID serviceName serviceDescription serviceNotes serviceType (serviceCategory) serviceCriticality serviceDeploymentStatus serviceAvailabiltyStatus serviceCalcValue serviceBaseCost serviceUsageCost serviceUsageUnit relatedObjects relationTypes Service *..1 relevantService Ticket TicketID TicketNumber CreateTime CreateBy responseTime dueTime repairStartTime recoverStartTime closeDateTime closureResult modifiedDateTime (ChangeTime) modifiedBy (ChangeBy) currTicketStatus (state) currEscalationLevel currEscalationTo decisionDate decisionResult summary (TicketTitle) impact priority (TicketPriorityID) /totalTime (:=sum(spentTime)) outOfScope: boolean billingType /totalExpenses (:=sum(expenses)) chargeAdjustment /totalCharge (:=totalTime + totalExpenses + chargeAdjust.) billingStatus ( all in Version 1.1) relatedObjects relationTypes 1..n requester 1..n user (customer) & 1..n owner & 1..n decisionBy 1..1 ticketClass 1..1+ TicketID 1..n serviceUsers & 1..n eligibleRequesters documentOwner id contractNo title description category contractStatus termStartDateTime termExpirationDateTime terminationNoticeDateTime renewalNoticeDateTime costPerTerm lastReviewDateTime nextReviewDateTime warrantyType relatedObjects relationTypes attachments notes Contract contractOwner id orderNo orderDate orderSubject description type category status goodsRequiredDate goodsReceiptDate termOfPayment: varchar typeOfDispatch: varchar shippingCost /orderSubTotal (:=sum(pricePerPos)) orderPriceAdjustment /orderGrandTotal (:= SubTotal + Adjustmt.) invoiceDate invoiceNo: varchar createdDateTime createdBy modifiedDateTime modifiedBy relatedObjects relationTypes attachments notes Order id purchaseDate invoiceNo pricePerUnit units /totalPrice (:=pricePerUnit * units) lease: boolean leaseReturnDate leaseReturnNotificationDate objectLifespan depreciationMethod initialBookValue currBookValue salvageValue attachments notes Financials ciOwner & ciUsers ciManufacturer & allocatedToOrgUnit orderNo requester & authorizedByPerson & billToContactData & shipToContactData supplier id pos quantity partNo description pricePerUnit pricePerPos receiptDate receiptQuantity CIClass notes OrderItem items 1..1 ArticleFrom & ArticleActor (1.1) -organization specific- Calendar id releaseType currReleaseStatus ReleaseRecord id slEscalationThreshold slCreditOrBonus EscalationScheme serviceLevel ciIncidentStatus & ticketHistory 1..n manager ciServices id name Queue 1..n groupdID 1..1 queueID LEGEND Classes - White background: Implementation in OTRS::ITSM v1.0 - Grey background: Implementation in future OTRS::ITSM release Attributes - Black text: Implementation in OTRS::ITSM 1.0 - Grey text: Implementation in future OTRS::ITSM release - Blue text: Available in OTRS Framework 2.x © 2006-2007 Enterprise Consulting GmbH und OTRS GmbH Diese Werk ist geistiges Eigentum im Sinne des Urheberrechts. Es darf als Ganzes kopiert & weitergegeben werden, vorausgesetzt, dieser Copyright-Vermerk befindet sich auf jeder Kopie. Objective: Functional Class Model (UML 2.0) of the CMDB, conform to ITIL ® best practices. For the technical DB scheme, implemented in OTRS::ITSM, see: http://ftp.otrs.org.

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Page 1: Otrs Itsm Datenmodell.desbloqueado

projectProcessOwner & projectLead & projectMember

escalationOverride& escalationStatus

escalateTo

childOrgUnit

CMDB Class ModelOTRS::ITSM Version 1.0 Author(s): Werner Siebecke (ECO) As of: 02­JUL­07 Page:   1 of 1

File: OTRS_ITSM ­ ECO ­ CMDB Class Model v1 20070702.VSD

Effective: 02­JUL­07 Approved by: Manuel Hecht ((otrs))

1..nchildService

slaIDslaNameslaDescriptionslaNotesslaTypeslaCategoryslWindow (Calendar)slAvailabilityTargetslAvailabiltyMeasurementPeriodslTransactionTargetslResponseTimeTarget(= serviceLeadTimeTarget)MaxTimeToRepairTarget (= serviceDeliveryTimeTarget)MinTimeBetweenIncidentsTargetslaStatusslaTermStartDateTimeslaTermExpirationDateTimeslaReportingCycleslaReportingRecipientsslaReviewCycle: varcharnextSLAReviewDateTimeslaBaseCostrelatedObjectsrelationTypes

SLA

idparentorgNamedescriptioncategory: intstatusinternal: booleanwebsiteattachmentsnotes

OrgUnit

idtitlenamedescriptionkeywordstypecategoryversionlastReviewDateTimenextReviewDateTimemodifiedDateTimemodifiedBydocumentStatusrelatedObjectsrelationTypesattachmentsnotes

Documentation

ideventSourceeventCodeeventNameeventDescriptioneventDateTimeeventAcknowledgedeventClosedeventClosedBynotes

MonitoringEvent(3rd Party)

Location

idparentnamedescriptionstatustypephone1phone2faxemailaddress1address2timezoneattachmentsnotes

1..n serviceCustomer1..n serviceProvider

locations

1..* underlyingSLA

documentAuthor

IncidentRecord

idincidentTypeincidentErrorCodecurrIncidentStatusslAchievementLevelslAchievementDetail

idtitlecontentcontentTextstatusversionfolderpublicattachmentsnotes

KnowlegeBase

kbArticleNo

idnamevendormodeldescriptiontypecategorycomputerNamebarcodeserialNodhsLocation

osNamecpucpuCountcpuSpeedhddhddCounthddFreeramdisplayAdaptermonitorTypenetworkdomainlanCardipAddressesprimaryIPAddresswarrantyExpirationDateinstallDate

currDeploymentStatuscurrDeploymentDateplannedDeploymentStatusplannedDeploymentDatecreatedDateTimecreatedBymodifiedmodifiedBymodifiedByAudit (unused)

relatedObjectsrelationTypesattachmentsnotes

ComputerCI

Enterprise Consulting GmbH

Norsk­Data­Str. 1D­61352 Bad Homburg

T  +49 6172 18076­0F  +49 6172 18076­90E  OptimizeIT@enterprise­consulting.deI   www.enterprise­consulting.de

idnamevendormodeldescriptiontypecategorybarcodeserialNodhsStorageLocation

warrantyExpirationDateinstallDate

currDeploymentStatuscurrDeploymentDateplannedDeploymentStatusplannedDeploymentDatecreatedDateTimecreatedBymodifiedmodifiedBymodifiedByAudit (unused)

relatedObjectsrelationTypesattachmentsnotes

HardwareCI

idnamedescriptiontypecategory

ipAddressRangeFromipAddressRangeToipAddressesUsed

currDeploymentStatuscurrDeploymentDateplannedDeploymentStatusplannedDeploymentDatecreatedDateTimecreatedBymodifiedmodifiedBymodifiedByAudit (unused)

relatedObjectsrelationTypesattachmentsnotes

NetworkCI

idnamevendorversiondescriptiontypecategorybarcodeserialNolicenceKeysmediadslLocation

licenceTypelicenceQuantity/licenceBalance    (:= installations ­ Quantity)licenceExpirationDate

installationsOnCIinstallDates

currDeploymentStatuscurrDeploymentDateplannedDeploymentStatusplannedDeploymentDatecreatedDateTimecreatedBymodifiedmodifiedBymodifiedByAudit (unused)

relatedObjectsrelationTypesattachmentsnotes

SoftwareCI

ProblemRecord

idproblemTypecurrProblemStatus

idparentprojectNameprojectObjectiveprojectMemberRolestartDateTimeendDateTimerelatedObjectsrelationTypesattachmentsnotes

Project

childProject

ChangeRecord

idchangeTyperiskcurrChangeStatuspirResult

WorkPackage

idworkPackageTypewpSequenceNowpPredecessorseverityOverridepriorityOverridecurrWPStatusbudget

childWork

Package

ArticleIDCreateTimeCreateByArticleTypedescription (Body)public (SenderType)spentTimeattachmentsbudget (1.1)expenses (1.1)

TicketArticle

projects

Person

idtitlefirstNamemiddleNamelastName/displayName  (:=fistName & lastName)statusvip: booleanbusinessPhone1businessPhone2mobilePhonefaxemailAddressinstantMsgAddressjobTitlecostCenterpreferredLanguageattachmentsnotes

persons

idpagerworkCalendarhourlyRatehourlyOvertimeRate

Agent

idtypenamedescriptionrelatedObjectsrelationTypesattachmentsnotes

Skill

agentSkills

isAgent

idnamegroupEmailAddressnotes

Group (Agents only)

n..1 members

agentManager

childLoc

1..1 supportingGroup& 1..1 serviceManager

AvailabilityStatusChange()TicketOnServiceIncident()

serviceIDserviceNameserviceDescriptionserviceNotesserviceType(serviceCategory)

serviceCriticality

serviceDeploymentStatusserviceAvailabiltyStatus

serviceCalcValueserviceBaseCostserviceUsageCostserviceUsageUnit

relatedObjectsrelationTypes

Service

*..1 relevantService

Ticket

TicketIDTicketNumberCreateTimeCreateByresponseTimedueTimerepairStartTimerecoverStartTimecloseDateTimeclosureResultmodifiedDateTime (ChangeTime)modifiedBy (ChangeBy)currTicketStatus (state)currEscalationLevelcurrEscalationTodecisionDatedecisionResultsummary (TicketTitle)impactpriority (TicketPriorityID)/totalTime (:=sum(spentTime))outOfScope: booleanbillingType/totalExpenses (:=sum(expenses)) chargeAdjustment/totalCharge (:=totalTime +   totalExpenses + chargeAdjust.)billingStatus ( all in Version 1.1)relatedObjectsrelationTypes

1..n requester1..n user (customer)

& 1..n owner& 1..n decisionBy

1..1 ticketClass

1..1+TicketID

1..n serviceUsers& 1..n eligibleRequesters

documentOwner

idcontractNotitledescriptioncategorycontractStatustermStartDateTimetermExpirationDateTimeterminationNoticeDateTimerenewalNoticeDateTimecostPerTermlastReviewDateTimenextReviewDateTimewarrantyTyperelatedObjectsrelationTypesattachmentsnotes

Contract contractOwner

idorderNoorderDateorderSubjectdescriptiontypecategorystatusgoodsRequiredDategoodsReceiptDatetermOfPayment: varchartypeOfDispatch: varcharshippingCost/orderSubTotal  (:=sum(pricePerPos))orderPriceAdjustment/orderGrandTotal  (:= SubTotal + Adjustmt.)invoiceDateinvoiceNo: varcharcreatedDateTimecreatedBymodifiedDateTimemodifiedByrelatedObjectsrelationTypesattachmentsnotes

Order

idpurchaseDateinvoiceNopricePerUnitunits/totalPrice  (:=pricePerUnit * units)lease: booleanleaseReturnDateleaseReturnNotificationDateobjectLifespandepreciationMethodinitialBookValuecurrBookValuesalvageValueattachmentsnotes

Financials

ciOwner & ciUsers

ciManufacturer & allocatedToOrgUnitorderNo

requester & authorizedByPerson & billToContactData & shipToContactDatasupplier

idposquantitypartNodescriptionpricePerUnitpricePerPosreceiptDatereceiptQuantityCIClassnotes

OrderItem

items

1..1 ArticleFrom & ArticleActor (1.1)

­organization specific­

Calendar

idreleaseTypecurrReleaseStatus

ReleaseRecord

idslEscalationThresholdslCreditOrBonus

EscalationSchemeserviceLevel

ciIncidentStatus& ticketHistory

1..n manager

ciServices

idname

Queue

1..n groupdID

1..1 queueID

LEGEND

Classes ­ White background: Implementation in OTRS::ITSM v1.0­ Grey background: Implementation in future OTRS::ITSM release

Attributes ­ Black text: Implementation in OTRS::ITSM 1.0­ Grey  text: Implementation in future OTRS::ITSM release­ Blue text: Available in OTRS Framework 2.x 

© 2006­2007Enterprise Consulting GmbH und OTRS GmbH

Diese Werk ist geistiges Eigentum im Sinne des Urheberrechts.Es darf als Ganzes kopiert &  weitergegeben werden, vorausgesetzt, 

dieser  Copyright­Vermerk befindet sich auf jeder Kopie.

Objective: Functional Class Model (UML 2.0) of the CMDB, conform to ITIL® best practices.   For the technical DB scheme, implemented in OTRS::ITSM, see: http://ftp.otrs.org.

www.enterprise

Presentación sistema otrs

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