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extensions:teemip-request-mgmt [2021/03/24 14:13] – [Full Automation Process] 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
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 index_hidden        : yes index_hidden        : yes
 level_hidden        : 1 level_hidden        : 1
-version             : 2.6.1 +collector_hidden    : no 
-release_dt          : 2020-05-08 +version             : 3.1.1 
-TeemIp              : 2.6+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_wiki       : [[https://sourceforge.net/projects/teemip/files/teemip%20-%20extensions/IP%20Request%20Management/2.6.1/teemip-ip-request-mgmt-2.6.1-574.zip/download|teemip-ip-request-mgmt-2.6.1-574.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]] 
-git hub_wiki        : [[https://github.com/TeemIp/teemip-ip-request-mgmt|teemip-ip-request-mgmt]]+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  ^ 
-|  2.7.1  |  2021-04-01  | 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. | +|  **3.1.1**  |  2023-12-11  |  Supported  |  3.0.0  |  3.1.0  | Add Chinese (simplified) translation | 
-|  2.6.1  |  2020-05-08  | Revision for TeemIp 2.6.1 | +|  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 | 
-|  2.6.0  |  2020-04-14  | Revision for TeemIp 2.6.0 | +|  3.0.1  |  2022-09-09  |  Obsolete  |  2.7.0  |  3.0.1  | Adopt 3.x icon style | 
-|  2.5.1  |  2019-12-10  | Revision for TeemIp 2.5.1 - Includes TeemIp portal from now on | +|  3.0.0  |  2022-01-10  |  Obsolete  |  2.7.0  |  3.0.0  | TeemIp / iTop 3.x compatible version | 
-|  2.5.0  |  2019-09-24  | Revision for TeemIp 2.5.0 | +|  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. | 
-|  2.4.0  |  2019-02-09  | Revision for TeemIp 2.4.x | +|  2.6.1  |  2020-05-08   Obsolete  |  2.7.0  |  2.6.0  | Revision for TeemIp 2.6.1 | 
-|  2.3.0  |  2018-08-28 Revision for TeemIp 2.3.x | +|  2.6.0  |  2020-04-14   Obsolete  |  2.7.0  |  2.6.0  | Revision for TeemIp 2.6.0 | 
-|  2.2.0  |  N/        | Does not exist            +|  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 | 
-|  2.1.2  |  2017-11-11  | Revision for TeemIp 2.2.0 | +|  2.5.0  |  2019-09-24   Obsolete  |  2.6.0  |  2.5.0  | Revision for TeemIp 2.5.0 | 
-|  2.1.1  |  2016-12-19  | Revision for TeemIp 2.1.1 |+|  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 |
  
  
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 ===== Licensing ===== ===== 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 under certain conditions. Read the ’license.txt’ file in the TeemIp distribution. TeemIp is provided AS IS with NO WARRANTY OF ANY KIND, INCLUDING THE WARRANTY OF DESIGN, MERCHANTABILITY, AND FITNESS FOR A PARTICULAR PURPOSE.+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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 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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 == 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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 == 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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 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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 </note> </note>
  
-{{ classprocess_iprequestipcreation.PNG }}+{{ classprocess_iprequestipcreation13x.png }} 
 +{{ classprocess_iprequestipcreation23x.png }}
  
 <note> <note>
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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.
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 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". 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_ipv4subnet.png }}+{{ classdetails_ipv4subnet3x.png }}
  
-{{ classdetails_ipv6block.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.1616591589.txt.gz · Last modified: 2021/03/24 14:13 by cnaud