This shows you the differences between two versions of the page.
Both sides previous revisionPrevious revisionNext revision | Previous revisionNext revisionBoth sides next revision | ||
extensions:teemip-request-mgmt [2020/01/23 12:22] – [Data entry] cnaud | extensions:teemip-request-mgmt [2023/12/11 15:21] – [Revision History] cnaud | ||
---|---|---|---|
Line 1: | Line 1: | ||
- | {{ classicon_iprequest.png}} ====== IP Request Management ====== | + | {{ picto_iprequestmanagement.png}} |
+ | ====== IP Request Management ====== | ||
---- dataentry summary ---- | ---- dataentry summary ---- | ||
name : IP request management | name : IP request management | ||
Line 5: | Line 6: | ||
index_hidden | index_hidden | ||
level_hidden | level_hidden | ||
- | version | + | collector_hidden |
- | release_dt | + | version |
- | TeemIp | + | release_dt |
+ | TeemIp | ||
+ | iTop : 3.x | ||
code : teemip-ip-request-mgmt | code : teemip-ip-request-mgmt | ||
+ | localization | ||
state : stable | state : stable | ||
diffusion_hidden | diffusion_hidden | ||
- | product_hidden | + | product_hidden |
module-lists_hidden : | module-lists_hidden : | ||
keyword_tags | keyword_tags | ||
dependencies_s | dependencies_s | ||
- | download_url | + | download_wiki |
- | git hub_url | + | github_wiki |
+ | php-max | ||
---- | ---- | ||
+ | |||
+ | |||
+ | |||
+ | |||
+ | |||
+ | |||
Line 29: | Line 40: | ||
===== Revision History ===== | ===== Revision History ===== | ||
- | ^ Version | + | ^ Version |
- | | 2.5.1 | 2019-12-10 | + | | **3.1.1** |
- | | 2.5.0 | 2019-09-24 | + | | 3.1.0 | 2023-06-21 |
- | | 2.4.0 | 2019-02-09 | + | | 3.0.1 | 2022-09-09 |
- | | 2.3.0 | 2018-08-28 | + | | 3.0.0 | 2022-01-10 |
- | | 2.2.0 | | + | | 2.7.1 | 2021-04-01 |
- | | 2.1.2 | 2017-11-11 | + | | 2.6.1 | 2020-05-08 |
- | | 2.1.1 | 2016-12-19 | + | | 2.6.0 | 2020-04-14 |
+ | | 2.5.1 | 2019-12-10 | ||
+ | | 2.5.0 | 2019-09-24 | ||
+ | | 2.4.0 | 2019-02-09 | ||
+ | | 2.3.0 | 2018-08-28 | ||
+ | | 2.1.2 | 2017-11-11 | ||
+ | | 2.1.1 | 2016-12-19 | ||
===== Features ===== | ===== Features ===== | ||
- | This extension allows Hostmasters to manage tickets that are specific to the IP management world: creation, modification or deletion | + | This extension allows Hostmasters to manage tickets that are specific to the IP management world: creation, modification or release |
- | Management of IP tickets is done following a workflow that automates the standard tasks associated to IP tickets: selection of an IP within a subnet, selection of a subnet within a subnet block, for instance. Such workflow insures that tickets are managed according to a defined process. Only authorized users can manage an IP request and change its status. | + | Management of IP tickets is done following a workflow that automates the standard tasks associated to IP tickets: selection of an IP within a subnet, selection of a subnet within a subnet block, for instance. Such workflow insures that tickets are managed according to a defined process. Only authorized users can manage an IP request and change its status. Full automation is also available to the end users who have the correct profile and for subnet blocks or subnets that allow such comprehensive automation. |
At any time of the life of the ticket, the support agent can communicate with the customer via a “Public log.” He can also communicate with teams internal to his company through a “Private log”. | At any time of the life of the ticket, the support agent can communicate with the customer via a “Public log.” He can also communicate with teams internal to his company through a “Private log”. | ||
- | Starting for revision 2.5.1, the extension includes | + | TeemIp |
+ | |||
+ | ===== Licensing ===== | ||
+ | The TeemIp Request Management extension is licensed under the terms of the GNU Affero General Public License Version 3 as published by the Free Software Foundation. This gives you legal permission to copy, distribute and/or modify TeemIp Request Management under certain conditions. Read the ’license.txt’ file in the TeemIp distribution. TeemIp Request Management is provided AS IS with NO WARRANTY OF ANY KIND, INCLUDING THE WARRANTY OF DESIGN, MERCHANTABILITY, | ||
===== Limitations ===== | ===== Limitations ===== | ||
Line 63: | Line 84: | ||
When adding the module on an iTop application, | When adding the module on an iTop application, | ||
- | * For iTop 2.4.0 and higher, use the new [[https://wiki.openitop.org/doku.php? | + | * For iTop 2.4.0 and higher, use the new [[https://www.itophub.io/wiki/page? |
- | * For iTop versions older than 2.3.x, use the [[https://wiki.openitop.org/doku.php? | + | * For iTop versions older than 2.3.x, use the [[https://www.itophub.io/wiki/page? |
===== Configuration ===== | ===== Configuration ===== | ||
Line 78: | Line 99: | ||
Once installed, the module will add a menu group called IP Helpdesk where IP requests will be managed from. | Once installed, the module will add a menu group called IP Helpdesk where IP requests will be managed from. | ||
- | {{ details_menu_iphelpdesk.png }} | + | {{ details_menu_iphelpdesk3x.png }} |
The overview dashboard allows agents and managers to monitor the helpdesk activity. It displays a set of 6 dashlets: | The overview dashboard allows agents and managers to monitor the helpdesk activity. It displays a set of 6 dashlets: | ||
Line 92: | Line 113: | ||
===== IP Request ===== | ===== IP Request ===== | ||
- | {{classicon_iprequest.png }} | + | {{iprequest.png }} |
IP requests in TeemIp are focusing on IP management. A catalogue of 6 types of IP requests have been defined, each of them focusing on a specific request: | IP requests in TeemIp are focusing on IP management. A catalogue of 6 types of IP requests have been defined, each of them focusing on a specific request: | ||
Line 125: | Line 146: | ||
| User comment | Multiline character string | | User comment | Multiline character string | ||
- | < | + | < |
== Specific information for IP address V4 creation == | == Specific information for IP address V4 creation == | ||
- | {{classicon_ipv4address.png }} | + | {{icons8-rj45-48.png }} |
^ Name ^ Type ^ Mandatory? | ^ Name ^ Type ^ Mandatory? | ||
Line 144: | Line 165: | ||
| Target class | Instantiated class of object that the IP should be linked to | No | | | Target class | Instantiated class of object that the IP should be linked to | No | | ||
| Functional CI | CI of class " | | Functional CI | CI of class " | ||
- | | Link between IP and CI | IP attribute of the CI that the IP should be allocate to | No | | + | | CI's IP attribute |
== Specific information for IP address V6 creation == | == Specific information for IP address V6 creation == | ||
- | {{classicon_ipv6address.png }} | + | {{icons8-rj45v6-48.png }} |
^ Name ^ Type ^ Mandatory? | ^ Name ^ Type ^ Mandatory? | ||
Line 163: | Line 184: | ||
| Target class | Instantiated class of object that the IP should be linked to | No | | | Target class | Instantiated class of object that the IP should be linked to | No | | ||
| Functional CI | CI of class " | | Functional CI | CI of class " | ||
- | | Link between IP and CI | IP attribute of the CI that the IP should be allocate to | No | | + | | CI's IP attribute |
== Specific information for IP update == | == Specific information for IP update == | ||
- | {{classicon_ipv4address.png }} | + | {{icons8-rj45-48.png }} |
- | {{classicon_ipv6address.png }} | + | {{icons8-rj45v6-48.png }} |
^ Name ^ Type ^ Mandatory? | ^ Name ^ Type ^ Mandatory? | ||
Line 180: | Line 201: | ||
== Specific information for IP release == | == Specific information for IP release == | ||
- | {{classicon_ipv4address.png }} | + | {{icons8-rj45-48.png }} |
- | {{classicon_ipv6address.png }} | + | {{icons8-rj45v6-48.png }} |
^ Name ^ Type ^ Mandatory? | ^ Name ^ Type ^ Mandatory? | ||
Line 189: | Line 210: | ||
== Specific information for Subnet V4 creation == | == Specific information for Subnet V4 creation == | ||
- | {{classicon_ipv4subnet.png }} | + | {{icons8-subnet-48.png }} |
^ Name ^ Type ^ Mandatory? | ^ Name ^ Type ^ Mandatory? | ||
Line 202: | Line 223: | ||
== Specific information for Subnet V6 creation == | == Specific information for Subnet V6 creation == | ||
- | {{classicon_ipv6subnet.png }} | + | {{icons8-subnetv6-48.png }} |
^ Name ^ Type ^ Mandatory? | ^ Name ^ Type ^ Mandatory? | ||
Line 215: | Line 236: | ||
== Specific information for Subnet update == | == Specific information for Subnet update == | ||
- | {{classicon_ipv4subnet.png }} | + | {{icons8-subnet-48.png }} |
- | {{classicon_ipv6subnet.png }} | + | {{icons8-subnetv6-48.png }} |
^ Name ^ Type ^ Mandatory? | ^ Name ^ Type ^ Mandatory? | ||
Line 229: | Line 250: | ||
== Specific information for Subnet release == | == Specific information for Subnet release == | ||
- | {{classicon_ipv4subnet.png }} | + | {{icons8-subnet-48.png }} |
- | {{classicon_ipv6subnet.png }} | + | {{icons8-subnetv6-48.png }} |
^ Name ^ Type ^ Mandatory? | ^ Name ^ Type ^ Mandatory? | ||
Line 243: | Line 264: | ||
===== User profiles ===== | ===== User profiles ===== | ||
- | By default, IP request management is restricted to the Hostmaster | + | By default, IP request management is restricted to the **IP Helpdesk agent** |
Line 249: | Line 270: | ||
From the Helpdesk menu, click on the “New IP Request” link. User is then asked to select amongst the 6 types of requests: | From the Helpdesk menu, click on the “New IP Request” link. User is then asked to select amongst the 6 types of requests: | ||
- | {{ classcreate_iprequest1.png }} | + | {{ classcreate_iprequest13x.png }} |
Once selection is done, the creation form is displayed (IPv4 subnet creation, in the example below). | Once selection is done, the creation form is displayed (IPv4 subnet creation, in the example below). | ||
- | {{ classcreate_iprequest2.png }} | + | {{ classcreate_iprequest23x.png }} |
Line 263: | Line 284: | ||
The **private log** is the preferred way for keeping track of the investigations or operations: copy/paste of command line results, summary of communications with a provider, etc. | The **private log** is the preferred way for keeping track of the investigations or operations: copy/paste of command line results, summary of communications with a provider, etc. | ||
- | {{public-privatelog_iprequest.png}} | + | {{public-privatelog_iprequest3x.png}} |
Each entry in the public or private log is tracked with the name of the user who updated it and when it was done. It cannot be modified nor deleted. | Each entry in the public or private log is tracked with the name of the user who updated it and when it was done. It cannot be modified nor deleted. | ||
Line 271: | Line 292: | ||
===== Assigning an IP request to a team and agent ===== | ===== Assigning an IP request to a team and agent ===== | ||
- | Once an IP request is created, it needs to be assigned to a team and agent before being further processed. For that to happen, select the Assign action in the “Other Actions” menu available from the details page. | + | Once an IP request is created, it needs to be assigned to a team and agent before being further processed. For that to happen, select the Assign action in the list of menus available from the details page. |
- | {{ details-popup-menu-iprequestotheractions.png }} | + | {{ details-popup-menu-iprequestotheractions3x.png }} |
- | Then select the Support team you want to assign the ticket to as well as the agent from this team. | + | Then select the Support team you want to assign the ticket to, as well as the agent from this team. |
- | {{ classassign_iprequest.png }} | + | {{ classassign_iprequest3x.png }} |
< | < | ||
Line 287: | Line 308: | ||
==== IP address creation ==== | ==== IP address creation ==== | ||
- | FIXME | + | When the Process action of an IPv4 or IPv6 creation is launched, TeemIp will look for the first 10 free IPs located |
- | When the Process action of an IPv4 or IPv6 creation is launched, TeemIp will look for the first 10 free IPs in the subnet and will list them at the top of the request. | + | |
<note important> | <note important> | ||
Line 294: | Line 314: | ||
</ | </ | ||
- | {{ classprocess_iprequestipcreation.PNG }} | + | {{ classprocess_iprequestipcreation13x.png }} |
+ | {{ classprocess_iprequestipcreation23x.png | ||
< | < | ||
Line 300: | Line 321: | ||
</ | </ | ||
- | Once the IP is selected, pressing the " | + | Once the IP is selected, pressing the " |
- | If a Connectable CI has been selected, then the following action is performed or needs to be performed, according to the value of the Link between IP and CI attribute: | ||
- | * Management IP: the management IP of the selected device is automatically updated with the IP created, | ||
- | * Physical / Logical Interface: the agent needs to create a physical / logical interface (that includes the newly created IP) and to attach it to the device. | ||
- | If the agent wants to give a specific IP address that already exists in TeemIp' | + | If the agent wants to give a specific IP address that already exists in TeemIp' |
- | <note warning> | + | <note warning> |
</ | </ | ||
==== IP address update ==== | ==== IP address update ==== | ||
Line 323: | Line 341: | ||
</ | </ | ||
- | {{ classprocess_iprequestsubnetcreation.PNG }} | + | {{ classprocess_iprequestsubnetcreation.png }} |
Once the subnet is selected, pressing the " | Once the subnet is selected, pressing the " | ||
- | If the agent wants to give a specific subnet that already exists in TeemIp' | + | If the agent wants to give a specific subnet that already exists in TeemIp' |
<note warning> | <note warning> | ||
Line 342: | Line 360: | ||
+ | ===== Full Automation Process ===== | ||
+ | A new profile has been defined : **IP Portal Automation user** which must be used in conjunction with **IP Portal user** profile. Portal users with this profile have their IP requests automatically processed: | ||
+ | * IP or subnet creation requests are processes up to the creation and allocation of a new IP or subnet, | ||
+ | * IP or subnet modification requests are processed up to the modification of the selected IP or subnet, | ||
+ | * IP or subnet release requests are processes up to the release of the selected IP or subnet. | ||
+ | When processed a message is copied into the public log, explaining to the end-user that his ticket has been automatically processed thanks to your privileges. And once complete, the request is automatically moved to the resolved state. | ||
+ | |||
+ | For creation requests, the subnet or the subnet block, where the IP or subnet are supposed to be picked from, need to be eligible for automatic creation. This behaviour is driven buy a parameter named " | ||
+ | |||
+ | {{ classdetails_ipv4subnet3x.png }} | ||
+ | |||
+ | {{ classdetails_ipv6block3x.png }} | ||
===== IP Request Life Cycle ===== | ===== IP Request Life Cycle ===== | ||
All IP requests share the same life cycle. This one is pretty simple and can be summarized as follows: | All IP requests share the same life cycle. This one is pretty simple and can be summarized as follows: | ||
- | {{ lifecycle_iprequest.PNG }} | + | {{ lifecycle_iprequest3x.png }} |
Line 355: | Line 385: | ||
When installed on iTop, the extension provides the IP Portal next to iTop standard portal. | When installed on iTop, the extension provides the IP Portal next to iTop standard portal. | ||
</ | </ | ||
+ | |||
+ | ===== Send updates by email ===== | ||
+ | TeemIp incorporates Combodo extension "Send updates by email" which allows to send an email when updating the public log or the private log of an IP Request, thus allowing support agents to communicate with the callers directly by updating either the public log or the private log of the ticket. Attachments added while editing the ticket are automatically sent as attachments to the email. The user can select the attachments to be sent with the message. Newly added attachments are automatically selected but can be manually deselected if needed. | ||
+ | |||
+ | The configuration relies on a specific type of Trigger (“on log update”) and the usual Email Actions. The definition of the Trigger object determines which field of the ticket (public_log, | ||
+ | |||
+ | For a comprehensive description of that feature, please refer to its wiki [[https:// | ||
+ |