Services | OTRS Academy

Table of Contents

After installation of the package a new menu section will be available in the main menu.

Note

In order to grant users access to the Service Management menu, you need to add them as member to the group itsm-service.

Service List

Use this screen to get a list of services directly in the agent interface. The Services menu item is available in the main menu.

A view on services and configuration items, including information on each object’s current state, allows you to analyze an incident and calculate the incident’s impact on affected services and customers, and service level agreements and linked configuration items are also displayed. For each configuration item, the current incident state is shown. In addition, the incident state will be propagated for dependent service level agreements and configuration items. If a service is selected, the service detail view will be shown, now with the additional current incident State, which is calculated from the incident states of dependent services and configuration items.

Service states can have one of the following three values:

Operational (green)
Warning (yellow)
Incident (red)

The propagation of the incident state will be carried out if configuration items are linked to other business objects. Linking the configuration items is a manual task. The following combination of linking is possible in a default installation:

First Business Object	Second Business Object	Source Link	Target Link
Configuration item	Configuration item	Alternative to	Alternative to
Configuration item	Configuration item	Connected to	Connected to
Configuration item	Configuration item	Depends on	Required for
Configuration item	Configuration item	Includes	Part of
Configuration item	Configuration item	Relevant to	Relevant to
Configuration item	Ticket	Alternative to	Alternative to
Configuration item	Ticket	Depends on	Required for
Configuration item	Ticket	Relevant to	Relevant to
Configuration item	Service	Alternative to	Alternative to
Configuration item	Service	Depends on	Required for
Configuration item	Service	Relevant to	Relevant to
Configuration item	Knowledge base article	Normal	Normal
Configuration item	Knowledge base article	Parent	Child
Configuration item	Knowledge base article	Relevant to	Relevant to
Service	Knowledge base article	Normal	Normal
Service	Knowledge base article	Parent	Child
Service	Knowledge base article	Relevant to	Relevant to

Source and target links can be swapped to link the business objects each other. Thanks to this mechanism, the linking can be started in any type of business object detail view via the Link Objects action.

Service Detail View

Use this screen to see the details of a service. The service detail view is available if you select a service from a service list.

Service Detail View Widgets

Like other business object detail views, the service detail view is also highly customizable. Some of the following widgets are displayed with the default installation, but others have to be added in the screen configuration.

Service Information Widget: This widget shows information about the service.

Service Information Widget
Associated SLAs Widget: This widget shows the service level agreements that are associated to the service. If you click on a service level agreement, the Service Level Agreements detail view will open.

Associated SLAs Widget
Linked Knowledge Base Articles Widget: This widget shows the linked knowledge base articles, but the widget is only displayed when at least one knowledge base article is linked to this business object. New links can be added with the Link Objects action. Existing links can also be managed there.

Linked Knowledge Base Articles Widget

Service Detail View Actions

The following actions are available in the service detail view.

Link Objects: This action allows agents to link other business objects to the service.
Print Service: This action allows agents to print the service to a PDF file and to download it.

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