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extensions:teemip-request-mgmt [2020/01/22 16:09] cnaudextensions:teemip-request-mgmt [2024/03/22 14:10] (current) – [Revision History] cnaud
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-{{ classicon_iprequest.png}} ====== IP Request Management ======+{{ picto_iprequestmanagement.png}} 
 + ====== IP Request Management ======
 ---- dataentry summary ---- ---- dataentry summary ----
 name                : IP request management name                : IP request management
-description_wiki    : Provides an automated ticketing scheme for processing IP and subnet user requests with simple dedicated  workflow+description_wiki    : Automated workflow for processing IP and subnet user requests - Includes user portal
 index_hidden        : yes index_hidden        : yes
 level_hidden        : 1 level_hidden        : 1
-version             : 2.5.1 +collector_hidden    : no 
-release_dt          : 2019-12-10 +version             : 3.1.1 
-TeemIp              : 2.5.1+release_dt          : 2023-12-11 
 +TeemIp              : 3.1
 +iTop                : 3.x
 code                : teemip-ip-request-mgmt code                : teemip-ip-request-mgmt
 +localization        : English, French, German, Italian, Spanish
 state               : stable state               : stable
 diffusion_hidden    : TeemIp wiki diffusion_hidden    : TeemIp wiki
-product_hidden      : included (standalone)+product_hidden      : Included
 module-lists_hidden :  module-lists_hidden : 
 keyword_tags        : Helpdesk, Workflow automation, Ticket keyword_tags        : Helpdesk, Workflow automation, Ticket
 dependencies_s      : itop-tickets, teemip-ip-mgmt, teemip-network-mgmt dependencies_s      : itop-tickets, teemip-ip-mgmt, teemip-network-mgmt
-download_url        : https://wiki.teemip.com/extensions/teemip-ip-request-mgmt-2.5.1-504.zip+download_wiki       [[https://sourceforge.net/projects/teemip/files/teemip%20-%20extensions/IP%20Request%20Management/3.1.1/teemip-ip-request-mgmt-3.1.1-905.zip/download|teemip-ip-request-mgmt-3.1.1-905.zip]] 
 +github_wiki         : [[https://github.com/TeemIp/teemip-ip-request-mgmt|teemip-ip-request-mgmt]] 
 +php-max             : 8.1
 ---- ----
 +
 +
 +
 +
 +
 +
 +
 +
  
  
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 ===== Revision History ===== ===== Revision History =====
-^  Version  ^  Release Date  ^  Comments +^  Version  ^  Release Date   Status  ^  iTop \\ Min  ^  IPAM for iTop \\ Min   Comments  ^ 
-|  2.5.1  |  2019-12-10  | Revision for TeemIp 2.5.1 - Includes TeemIp portal from now on | +|  **3.1.1**  |  2023-12-11  |  Supported  |  3.0.0  |  3.1.0  | Add Chinese (simplified) translation | 
-|  2.5.0  |  2019-09-24  | Revision for TeemIp 2.5.0 | +|  3.1.0  |  2023-06-21  |  Supported  |  3.0.0  |  3.1.0  | Process menu has moved with other actions \\ Markup HTML has been added on key attributes \\ XML structure has moved to 3x | 
-|  2.4.0  |  2019-02-09  | Revision for TeemIp 2.4.x | +|  3.0.1  |  2022-09-09  |  Obsolete  |  2.7.0  |  3.0.1  | Adopt 3.x icon style | 
-|  2.3.0  |  2018-08-28 Revision for TeemIp 2.3.x | +|  3.0.0  |  2022-01-10  |  Obsolete  |  2.7.0  |  3.0.0  | TeemIp / iTop 3.x compatible version | 
-|  2.2.0  |  N/        | Does not exist            +|  2.7.1  |  2021-04-01  |  Obsolete  |  2.7.0  |  2.7.0  | Allow automatic request processing for some profiles. \\ Add a group of recently created requests in Portal list of ongoing tickets.  \\ Align extension structure with new guidelines. | 
-|  2.1.2  |  2017-11-11  | Revision for TeemIp 2.2.0 | +|  2.6.1  |  2020-05-08  |  Obsolete  |  2.7.0  |  2.6.0  | Revision for TeemIp 2.6.1 | 
-|  2.1.1  |  2016-12-19  | Revision for TeemIp 2.1.1 |+|  2.6.0  |  2020-04-14  |  Obsolete  |  2.7.0  |  2.6.0  | Revision for TeemIp 2.6.0 | 
 +|  2.5.1  |  2019-12-10   Obsolete  |  2.6.0  |  2.5.0  | Revision for TeemIp 2.5.1 - Includes TeemIp portal from now on | 
 +|  2.5.0  |  2019-09-24   Obsolete  |  2.6.0  |  2.5.0  | Revision for TeemIp 2.5.0 | 
 +|  2.4.0  |  2019-02-09   Obsolete  |  2.5.0  |  2.4.0  | Revision for TeemIp 2.4.x | 
 +|  2.3.0  |  2018-08-28  Obsolete  |  2.5.0  |  2.3.0  | Revision for TeemIp 2.3.x 
 +|  2.1.2  |  2017-11-11   Obsolete    |  2.3.0  |  2.2.0  | Revision for TeemIp 2.2.0 | 
 +|  2.1.1  |  2016-12-19   Obsolete    |  2.1.0  |  2.1.1  | Revision for TeemIp 2.1.1 |
  
  
 ===== Features ===== ===== Features =====
  
-This extension allows Hostmasters to manage tickets that are specific to the IP management world: creation, modification or deletion of IPs, creation, modification or deletion of subnets.+This extension allows Hostmasters to manage tickets that are specific to the IP management world: creation, modification or release of IPs, creation, modification or release of subnets.
  
-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 portal that is described [[2_x:portal:start|here]].+TeemIp IP Request Management includes a dedicated portal that is described [[2_x:portal:start|here]]. 
 + 
 +===== 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, AND FITNESS FOR A PARTICULAR PURPOSE. 
 ===== Limitations ===== ===== Limitations =====
  
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 When adding the module on an iTop application, the process will depends on the iTop version: When adding the module on an iTop application, the process will depends on the iTop version:
-  * For iTop 2.4.0 and higher, use the new [[https://wiki.openitop.org/doku.php?id=extensions:installation|Standard installation process]]. +  * For iTop 2.4.0 and higher, use the new [[https://www.itophub.io/wiki/page?id=extensions:installation|Standard installation process]]. 
-  * For iTop versions older than 2.3.x, use the [[https://wiki.openitop.org/doku.php?id=extensions:installation#itop_before_240|Special installation process]].+  * For iTop versions older than 2.3.x, use the [[https://www.itophub.io/wiki/page?id=extensions:installation#manual_installation|Special installation process]].
  
 ===== Configuration ===== ===== Configuration =====
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 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:
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 ===== 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:
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 | User comment | Multiline character string  | No | | User comment | Multiline character string  | No |
  
-<note> Attribute with mandatory flag set to Yes* may be mandatory at a given step of the life cylce only.</note>+<note> Attribute with mandatory flag set to Yes* may be mandatory at a given step of the life cycle only.</note>
  
 == 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?  ^
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 | 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 "Target class" which the IP address should be allocated to | No | | Functional CI | CI of class "Target class" which the IP address should be allocated to | No |
-Link between IP and CI | IP attribute of the CI that the IP should be allocate to  | No |+| CI's IP attribute | IP attribute of the CI that the IP should be allocate to  | No |
  
 == 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?  ^
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 | 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 "Target class" which the IP address should be allocated to | No | | Functional CI | CI of class "Target class" which the IP address should be allocated to | No |
-Link between IP and CI | IP attribute of the CI that the IP should be allocate to  | No |+| CI's IP attribute | IP attribute of the CI that the IP should be allocate to  | No |
  
 == 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?  ^
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 == 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?  ^
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 == 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?  ^
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 == 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?  ^
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 == 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?  ^
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 == 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?  ^
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 ===== User profiles ===== ===== User profiles =====
  
-By default, IP request management is restricted to the Hostmaster profile that is defined with TeemIp.+By default, IP request management is restricted to the **IP Helpdesk agent** profile that is defined with TeemIp.
  
  
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 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 }}
  
  
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 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.
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 ===== 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 toas well as the agent from this team.
  
-{{ classassign_iprequest.png }}+{{ classassign_iprequest3x.png }}
  
 <note> <note>
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 ==== 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 in the subnet, from an IP offset defined in the Global IP Setings, and will list them at the top of the request.
-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>
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 </note> </note>
  
-{{ classprocess_iprequestipcreation.PNG }}+{{ classprocess_iprequestipcreation13x.png }} 
 +{{ classprocess_iprequestipcreation23x.png }}
  
 <note> <note>
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 </note> </note>
  
-Once the IP is selected, pressing the "Process" button will create the IP in the data base with the attributes set in the request.  At the same time, the ticket is put in the Resolved state.+Once the IP is selected, pressing the "Process" button will create the IP in the data base with the attributes set in the request and, if a Functional CI has been selected and one of its IP Address attributes chosen, will update the CI's attribute with the newly created IP address. At the same time, the ticket is put in the Resolved state.
  
-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's data base, then he needs to press the Modify button instead of the Process one and select the right IP in the <color #ff0000>**IP Address**</color> field of the ticket. Once done, the ticket still needs to be processed in order to  move the ticket to the Resolved state.+If the agent wants to give a specific IP address that already exists in TeemIp's data base, then he needs to press the Modify button instead of the Process one and select the right IP in the **IP Address** field of the ticket. Once done, the ticket still needs to be processed in order to  move the ticket to the Resolved state.
  
-<note warning>When a direct allocation is done, the attributes given in the IP request will not overwrite the ones of the already existing IP !+<note warning>When a direct allocation is done, the attributes given in the IP request, but the IP Status will not overwrite the ones of the already existing IP !
 </note> </note>
 ==== IP address update ==== ==== IP address update ====
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 </note> </note>
  
-{{ classprocess_iprequestsubnetcreation.PNG }}+{{ classprocess_iprequestsubnetcreation.png }}
  
 Once the subnet is selected, pressing the "Process" button will create the subnet in the data base with the attributes set in the request. At the same time, the ticket is put in the Resolved state. Once the subnet is selected, pressing the "Process" button will create the subnet in the data base with the attributes set in the request. At the same time, the ticket is put in the Resolved state.
  
-If the agent wants to give a specific subnet that already exists in TeemIp's data base, then he needs to press the Modify button instead of the Process one and select the right subnet in the <color #ff0000>**Subnet created**</color> field of the ticket. Once done, the ticket still needs to be processed in order to  move the ticket to the Resolved state.+If the agent wants to give a specific subnet that already exists in TeemIp's data base, then he needs to press the Modify button instead of the Process one and select the right subnet in the **Subnet created** field of the ticket. Once done, the ticket still needs to be processed in order to  move the ticket to the Resolved state.
  
 <note warning>When a direct allocation is done, the attributes given in the IP request will not overwrite the ones of the already existing subnet ! <note warning>When a direct allocation is done, the attributes given in the IP request will not overwrite the ones of the already existing subnet !
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 +===== 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 "**Allow automatic subnet creation**" / "**Allow automatic IP creation**" added to the subnet blocks and subnets. Default is "yes".
 +
 +{{ 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 }}
  
  
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 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.
 </note> </note>
 +
 +===== 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, private_log…) is used for the feature.
 +
 +For a comprehensive description of that feature, please refer to its wiki [[https://www.itophub.io/wiki/page?id=extensions%3Aemail_reply | here]].
 +
extensions/teemip-request-mgmt.1579705771.txt.gz · Last modified: 2020/01/22 16:09 by cnaud