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Overview

This article defines the basic configuration used at the initial installation of Octopus. This structure can help you modify your configuration if you want to follow the ITIL process and if Octopus is used for internal IT support among your own organization. The preconfigured incident templates and types of service requests cover most of the offered services by an IT department. It is possible to modify these types of SR or incident templates, according to the services offered by your enterprise. Edit

Categories and sub-categories

The category/sub-category must reflect the CAUSE of the incident and must be revised upon incident resolution.
You can modify the incident templates from the menu Tools -> Reference data management -> Incident section.

• Hardware
  • Computer failure
  • Configuration
  • Device failure
  • Fuser
  • Insufficient memory
  • Other
  • Printer failure
  • To be classified
  • Usage

• Printing
  • Configuration
  • Other
  • Paper jam
  • To be classified
  • Usage

• Security and Access
  • Forgotten password/Account locked
  • Network/Internet access
  • Other
  • Remote Access (VPN)
  • Rights and file access
  • To be classified

• Software
  • Configuration
  • Dysfunction
  • Other
  • To be classified
  • Usage

• Telephony
  • Configuration
  • Failure
  • Forgotten password/ Locked voicemail
  • Other
  • To be classified
  • Usage

• To classify
  • To be classified

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Incident templates

The incident templates must reflect, in a general way, the types of problems supported by your service center. The categorisation will then allow to precise the nature of the incidents.
you can modify the incident templates from the menu Tools -> Reference data management -> Incident section.

Quick Call	Web	Template description	User's instructions	Category Sub-category
X		Locked account/Password forgotten		- Security & Access - Forgotten password/Account locked
	X	Computer problem	Please indicate the name of your workstation.	- Hardware - To be classified
	X	Access problem (network/Internet/VPN)		- Security & Access - To be classified
	X	Printing problem	Please indicate the name of the printer in problem.	- Printing - To be classified
	X	Phone problem		- Telephony - To be classified
	X	Software problem		- Software - To be classified
	X	All other problems		- To be classified - To classify

The Quick Call templates allows to save and close the incident at the same time. These types of incidents are not visible in the web portal because they are used only when an incident is resolved directly over the phone.

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Types of service requests (SR)

The types of service requests are standard services offered in the service contract.

Category	Description	User's instructions	Default description
Request : Access	Folder / file access	Attention: An authorisation can be required depending on the type of access.	Folder / file name:
	Printer access		Printer name:
	VPN access	Important : you must have the required authority to submit this request.
	Creation of a network/email/application account	Important : you must have the required authority to submit this request..	Last Name: Name: Title: Phone: Employee no.: Same profile as this user:
Request : Other	Information request
	Training
	All other requests
Request: Hardware	Printer purchase and installation		Printer type: Specifications:
	Hardware purchase and installation		Hardware type: Specifications:
	Workstation purchase and installation	This type of request requires a processing delay of at least 10 work days.	Computer type (Laptop/Workstation): Specifications:
	Other hardware purchase request		Hardware type: Specifications:
	Moving equipment		Equipment to relocate: New localisation (local): Network socket: Note : CI and user locations must be changed in both Octopus and Active Directory.
	Equipment loan		Required equipment: Required quantity: Due date: Loan period:
Request : Software	Software Installation		Software name: Options:
	Software support (Word, Excel, Outlook, etc.)
Request : Telephony	Phone Purchase and installation
	Phone or voice mail configuration
	Phone Moving		New localisation (local): Phone: Socket number: