Octopus is already configured to be used immediately after installation. However, you have control over many options. You will see from reading this article that the configuration of Octopus is very flexible.
This article lists the main configuration options available in Octopus. The configuration options are presented in 4 categories:
- The data reference : This group of options allows to define all the data classification.
- General options : This group of options allows you to control and set rules and automatic mechanisms offered by Octopus.
- Notification preferences : This group of options is specific to each Octopus user and allows to choose when and how Octopus must keep them informed about the various key events that occur.
- The permissions : These options allow you to determine the operations that each user can perform in Octopus.
Edit1. The data reference
Here is a list of all types and categories that you can modify to your liking. Note that upon installation, Octopus contains valid data for each of these types and categories.
EditGeneral
- Departments and sub departments (This list is filled automatically by integration with Active Directory)
- Funding sources
- Groups of technicians (service center, technical support, network specialists)
- Manufacturers Equipment
- Service contract types
- Sites (buildings or physical locations served by the department). (This list is filled automatically by integration with Active Directory)
EditIncidents and service requests
- Activity types
- Category and subcategory of incidents
- Impacts of an incident
- Priorities of an incident
- Urgencies of an incident
- Incident sources (phone, email, fax, etc…)
- Reasons for cancelling
- Reasons for pending and suspension
- Templates
- Automatic assignment based on the template
- Automatic categorization based on the template
- Indicator to make available via web application service
- Instructions to the user
- Attachment file accessible to the user
- Description by default
- Quick call indicator
- Mandatory parameters for CI
- Service request types
(Has the same options as "Template Incidents")
EditConfigurations management(CMDB, Inventory)
- CI types (Types of equipment such as Monitor, Server, Portable, Switch, Software, etc..)
- Types of relationships (is connected, is installed on)
- Possible states for a CI (In operation, In stock, Retired, etc..)
- For each type of CI:
- Position in favorites
- Indicator "Is a document"
- Possible relationships
- Attributes (custom fields)
- Categories
EditChanges
Edit2. General options
- Email address used by the system
- Email formats (plain text/rich text (html))
- Cases where Octopus must send an email to the user:
- Incident/SR creation
- Beginning of work on an incident/SR
- Incident/SR resolution
- Activities send by the technician via Ocotopus
- Changing templates used for each event where Octopus sends an email (over 20 possible)
- Service Level Agreement (SLA)
- Service hours
- Holidays
- Targets resolution for incidents by priority level
- Targets resolution for each type of service request
- Color Control used as visual warning of delay
- Control levels of delay
- Network directory containing the attached files
- Control over the mandatory fields of data forms
- Default priority assigned to incidents created by the web or email
- Enabling / disabling the automatic derivation of priority based on urgency and impact
- Table of automatic derivation of priority based on urgency and impact
- Average cost of technical resources
- Overhead expenses of the IT service department
- Setup program used to access remote workstations
- Enabling / disabling automatic closure incidents
Edit3. Notification preferences
Each user Octopus (technician) can configure when and how Octopus must notify the various events that concern himself
here are the cases whrere Octopus can notify a technician:
Incidents and service requests
- New incident
- High priority Incident/SR
- Assignment of an incident
- Reminder
- New activity added to an incident
- New activity added to an unassigned incident
- Incident resolved or closed by another user
- SLA - 1st warning reached
- SLA - 2nd warning reached
- SLA - Breach
Contrats
- Lease contract expiration
- Service contract expiration
Changes
- Assignment of a change
- New task
- Assignment of a task
Problems
- New problem
- Assignment of a problem
- New know error
- Problem closed
Events
- New event
- Assignment of a event
Meetings
- Meeting invitation
- Meeting Reminder
- Meeting modification
General
- Recalculation the cost of a completed CI
For each case below, the user can choose:
- Not to be notified
- Be notified by email of their choice
- Be notified by a visual warning when in Octopus
Edit4. Permissions
It is possible to control the operations that an Octopus user (technician) can make using Octopus. Here is the list of actions that can be controlled:
Incidents and service requests- Créer un incident
- Modifier un incident
- Modifier les activités
- Fermer un incident
- Assigner un incident
- Modifier la date d'échéance
- Modifier les activités d'un autre intervenant (incidents fermés inclus)
- Modifier la classification et documentation des incidents fermés
- Modifier une activité de main d'oeuvre externe entrée par un autre utilisateur
- Modifier l'état d'un incident assigné à un autre groupe
- Consulter le calendrier de tous les intervenants
- Consulter les incidents/SR ouverts
- Rechercher dans tous les incidents
Configuration
- Créer un CI
- Modifier un CI
- Modifier l'état d'un CI
- Actualiser les coûts de tous les CI
- Créer et modifier un contrat de service
- Créer et modifier un contrat de location
Changements
- Créer un changement
- Supprimer un changement
- Modifier un changement
- Administrer Octopus
Problèmes
- Créer un problème
- Modifier un problème
- Modifier l'état d'un problème
- Faire la corrélation des incidents et des problèmes
Gestion
- Consulter les statistiques
Utilisateurs
- Supprimer et fusionner un utilisateur
- Créer un utilisateur
- Créer et modifier un utilisateur Octopus
- Modifier un utilisateur
- Désactiver un utilisateur