Updated on 5 July 2024
This article explains how to import site in Octopus
Updated on 27 June 2024
Introduction The MailIntegration program (ESI.Octopus.MailIntegrationApp.exe) allows you to receive emails in Octopus to: Create an incident Create a service request Create an event Update an existing request by adding an [...]
Updated on 21 June 2024
Updated on 19 June 2024
Updated on 4 June 2024
https://wiki.octopus-itsm.com/sites/all/files/DataImporter - Importation des CIs/CI_EN.zipLe présent article explique les différents types de sources d'importation possibles avec Octopus.
Updated on 4 June 2024
This article presents the method to import Value Lists used in forms,CI attributes. 
Updated on 30 May 2024
The mail server used to send communications from your Octopus environment does not support DKIM configuration for customer domains. Octopus does, however, support the configuration of your own SMTP server, which will be able to implement your DKIM signature. [...]
Updated on 21 May 2024
Introduction Octopus can connect to Microsoft Entra ID (formerly Azure AD) to facilitate access to the application. Using an identity federator provides an integrated login experience to your Octopus environment. Your users and technicians won't need to create a new [...]
Updated on 17 May 2024
Introduction Octopus can connect to a federated identity manager to ease access to the application in a hosted environment. Single sign-on can be used independently for the following components, depending on what your federation provider supports: Web [...]
Updated on 14 May 2024
Introduction This article will enable you to create a list linked to a parent list. This linked list, which could also be called a secondary list, displays choices specific to the selection made in the parent list. Configuration Before configuring linked lists, [...]
Updated on 8 May 2024
Introduction   Welcome to the Wiki page of the Octopus Mobile. [...]
Updated on 7 May 2024
Introduction To facilitate the use of Octopus, you can zoom in different places:  Activities Forms List of boards Boards Etc. [...]
Updated on 7 May 2024
Introduction By default Octopus comes with a variety of options configured to meet the needs of most environments. Many of these options can be modified directly in Octopus. But as each company / service has its needs, constraints and requirements, we also have several [...]
Updated on 7 May 2024
Introduction With board you can organize and visualize Incidents, SRs or open cards in a Kanban style.  This method, which is very popular for its efficiency, helps to see the overall work to be done and how it is progressing. Octopus has had a makeover with [...]
Updated on 24 April 2024
Troubleshooting ADFS authentication errors This page describes the most frequent problems when implementing ADFS in your Octopus environment. This information does not replace the expertise needed in your organization to implement single sign-on via ADFS. [...]
Updated on 23 April 2024
Version 6.0 - Microsoft .NET 4.7.2 (or later) Mandatory for Octopus Windows Client (WinUI) and server   Description of the Change Starting with version 6.0, scheduled [...]
Updated on 1 March 2024
The information provided by the user from the Octopus form is important, and we have developed conditions in forms and tasks to exploit it. These conditions make the form dynamic and allow us to ask the user questions based on the answers already obtained. In addition, conditions allow us to adapt the query workflow by selecting the tasks that need to be generated. Conditions apply to two types of action:  Displaying a field in a form. Generating a service request task.
Updated on 1 March 2024
For several enterprises, offered services are destined not only to internal employees, but to external resources as well.  Sometimes, a service center will need to provide support to users from multiple enterprises or to sites without any connections from one environment to another, requests and equipment wise .  This is what we call external support.
Updated on 26 February 2024
How to make a multiple selection of attached files ? What you need to know: 

What is the file size limit in [...]
Updated on 21 February 2024
Service Asset and Configuration Management process is managed in Configurations module; it represents the heart of Octopus due to the relations that can be established between its components and all other modules. It is often referred as the CMDB. This article explains how to set up structure of the module, in order to constitute a powerful relational database of configuration items (CIs) that will be used throughout Octopus.
Updated on 20 February 2024
In most organizations, certain equipement or rooms of different types are available to users, but the management of these elements can be complexe. Octopus allows to manage reservation with only a few simple configuraiton steps.
Updated on 26 January 2024
Introduction In order to gather information about the customer's need as accurately as possible, it is sometimes very useful to obtain a higher level of precision [...]
Updated on 16 January 2024
Related Articles List Customization Introduction In Octopus, the use and customization of lists is a must. Each Octopus user needs to see [...]
Updated on 16 January 2024
Related articles Notifications

  Introduction [...]
Updated on 4 January 2024
Generate encrypted password - Hide password when running Octopus tools   At Octopus, data security is always at the heart of our concerns. Thus, a feature has been implemented to protect a password through the encryption method when using the following applications: [...]
Updated on 20 December 2023
DAZZM. It’s Who We Are.
Updated on 20 December 2023
  Related articles Web Portal operations
Introduction The web portal can be the gateway for reporting [...]
Updated on 18 December 2023
Service hours for Holidays   Our office will be closed - urgent services only December 22th to December 26th [...]
Updated on 28 November 2023
This article explains how to import the departments in Octopus.
Updated on 15 November 2023
Introduction This article describes the steps to follow to analyze errors related to running ADSIReader as well as the most common problems using this tool.
The use of ADSIReader requires your Octopus administrators to have the expertise of active Directory.
Updated on 11 October 2023
This article details several ways to install Octopus : standard, portable, multiple instances, silent, automated, network or terminal.
Updated on 3 August 2023
To search for incidents/SRs that have been reopened Here's an example of the advanced search criteria:  
Source (operation) (Activities) Equal  = Reopened

Updated on 19 July 2023
Introduction Here are four (4) ways to create a Frequently Asked Questions page to answer users' most frequently asked questions. 1st method In this method, you'll only use the Comment field, so it won't be possible for the [...]
Updated on 20 June 2023
Updated on 24 April 2023
The multiteam collaboration has been created to improve the work between teams and facilitate the delivery of requests with a common goal. The multiteam simplifies the creation of requests with the possibility to share tasks that affect multiple services in the company.  Hence the multiteam allows to create only one request and include in its workflow all the tasks related to the different teams involved in the completion of the request.
Updated on 9 March 2023
This article presents the method to import Change templates.
Updated on 9 March 2023
Introduction This article presents the method for importing changes. .
Updated on 9 March 2023
Introduction This  import type is used to import activities into changes.
Updated on 9 March 2023
Introduction This type of import allows you to import tasks into SRs, Changes and Problems.
Updated on 2 March 2023
The file directory must be configured for each team from Menu, Tools, Network directory containing the attached files:
Updated on 28 February 2023
Effort management allows for easily calculating time spent on each request and activity.  Used in either a manual or automated fashion, it is available in all types of requests: incidents, SR, problems, changes, tasks and events.
Updated on 8 February 2023
These rules in place only concern Incident and SR. Tasks and their activies are not considered to mark request unread (in bold). When a new activity, like an email communication for example, is added to an Incident or SR, it will appear in bold.
  A [...]
Updated on 24 January 2023
  Related articles Notifications Custom notifications [...]
Updated on 4 January 2023
Related articles Activities in Octopus Introduction The activity types are used to standardize the information entered into Octopus by the Octopus users [...]
Updated on 20 December 2022
Updated on 14 December 2022
Why has the Incident/SR due date been changed automatically ? The due date is calculated based on the configured SLA (Tools / Options menu), however this date can be recalculated automatically according to certain actions/changes: Service hours Holidays: [...]
Updated on 14 December 2022
The current list is automatically refreshed when:
  A list is loaded for the first time A list already present is loaded again For example if you work somewhere else in Octopus and you come back [...]
Updated on 14 December 2022
By default, the transfer of requests between teams is activated in Octopus, but in certain contexts, this option can be inconvenient. It is possible for a team to choose not to receive any transfers at all, by unchecking the This team can receive transferred requests from [...]
Updated on 31 October 2022
Related Articles User Management Introduction  By default, only one field is available for a user's email in Octopus, the Professionnal Email [...]
Updated on 14 September 2022
Introduction Octopus gives access to a tool which enables user to view and edit their MailIntegration configuration file (XML file).   [...]
Updated on 18 August 2022
Introduction It is possible to use the hosting of attachments in the cloud so they are available at all times. Backups are already in place in the cloud, but some customers who have important processes in Octopus prefer to have a local copy of the attachments in case their [...]
Updated on 15 August 2022
The advanced search can help find specific informations.  The access to the advanced search is available from every module.
Updated on 25 July 2022
When the request is resolved and the user who is in Follow-up is part of the Group to which the request is assigned after the resolution, the user of the request becomes the one who is in Follow-up. In the case where the user who is in [...]
Updated on 19 July 2022
The start date and end date can be entered manually within a task. However, the actual start date is the date the task is activated and the actual end date is the date the task is completed. Visual explanation [...]
Updated on 20 June 2022
  ‎The year has been very rich in twists, turns and new projects. You, our dear customers, remain at the [...]
Updated on 13 June 2022
Updated on 10 June 2022
Introduction In an effort of continuous improvement, Octopus is preparing to upgrade the security level of communication between client applications and their servers. Concretely, by the end of 2022, Octopus' servers will no longer accept communication using outdated [...]
Updated on 4 May 2022
To view the timesheet of another assignee, you must go to :
Menu: File, Reports and Statistics, and then choose: Activity Timesheet. * Note that to access it, you must have the permission "Access to the dashboard, statistics and [...]
Updated on 25 February 2022
To automatically assign a site to users and computers contained within a specific OU, follow these steps:  Go to Tools > Reference Data Management... [...]
Updated on 29 December 2021
The information contained in a CI record is very important for the Configuration Management and to control the inventory of a business. In Octopus each CI type allows adding attributes, that represent additional information important to manage this type of equipment. In this article, we will explain in detail how attributes work and what their possibilities. 
Updated on 29 December 2021
The Configurations module, also known as CMDB, constitutes the core of Octopus, in the sense that the CIs can be linked to all other modules.  We identify the CI impacted in an incident, the CI related to an event, we link CIs to a service request, a problem or a change,  covered CIs are included in service contracts or lease contracts, we can identify the users use a CI, we organize the maintenance of the CIs in planned requests, in short.... they are everywhere.  That's the reason why they contribute actively to evaluate situations, impacts and to identify strengths and weakness in the infrastructure.
Updated on 29 December 2021
Introduction Updating only a few requests should be done manually in Octopus, because updating with an import always has a certain level of risk. But if a batch import to update incidents/SRs is required, this article explains how to update request that already exists [...]
Updated on 22 December 2021
Main Release Notes 4.0.250 ADSIReader | Reactivation of deactivated accounts [...]
Updated on 21 December 2021
Here are the rules that apply as there are several specifics for determining the assignment group.
Any change of site (creation or edition of the query) or template will lead to a re-evaluation of the assignment [...]
Updated on 21 December 2021
Screen resolution and font size - Windows client display

For an optimal display, Octopus needs a minimum resolution of 864 pixels in height to correctly display the different windows of the application. The width does not matter.
Updated on 20 December 2021
Updated on 14 December 2021
During the configuration of the Web portal, some incident templates and SR types can be made visible so that users can generate their request using a web form.   The forms created with Octopus can be customized in many ways:  the objective is to gather the required information to identify the nature of the incident or facilitate the execution of a service request by the various groups. 
Updated on 25 August 2021
Article detailing how to use the Sender Policy Framework (SPF) with Octopus.
Updated on 18 June 2021
Updated on 18 June 2021
Updated on 18 June 2021
Spring is [...]
Updated on 18 June 2021
Updated on 19 March 2021
Updated on 5 February 2021
L'article Notes de version 4.2 regroupe toutes les nouveautés ajoutées à Octopus et livrées à nos clients. 
Updated on 29 January 2021
The Service Desk is the unique point of contact for the users for incidents and service requests. Conceptually, when an incident or a service request is resolved, it comes back to the Service Desk to validate if the user is satisfied and agrees to close the request. This is why Octopus routes the resolved requests back to the Service Desk; to take charge of the closure. 
Updated on 22 January 2021
Site management now being more complete, this article will help users better define roles of each columns related to sites and subsites.
Updated on 20 January 2021
Related articles Site Management Introduction It is possible to filter who can make certain types of requests (Incident or Service Request). The [...]
Updated on 7 January 2021
The Value List allows a better control of the information in certain fields. They are mainly used in the forms with Combo box or Radio button fields  and in CI attributes.  They can also be used in plug-ins or for custom development.
Updated on 20 December 2020
Welcome to our Winter 2019-2020 Newsletter         [...]
Updated on 17 December 2020
In Octopus there are several places where you can edit text. The most used place is in the activities of various types of requests, such as incidents and service requests. This article explains how to use the tool. 
Updated on 24 November 2020
Related Articles User Management Introduction You can customize the appearance of Octopus by changing the theme or adding an image to the left section [...]
Updated on 2 November 2020
Importing the holidays will update the Service Hours and Holidays section in the Octopus options of a team.  This section is particularly important when the Service Level Agreement (SLA) option is enabled. Because public holidays are then considered as outside the service hours of the service in the SLA calculations.
Updated on 21 September 2020
Welcome to our Fall 2019 Newsletter       [...]
Updated on 17 September 2020
Related Articles Octopus 5 Knowledge Introduction [...]
Updated on 3 July 2020
Octopus, through MailIntegration, recognizes a request from the request number contained in the subject of the email. Example: [Confirmation] 2358 - Problem with my workstation Some email management tools (Exchange, Lotus [...]
Updated on 22 June 2020
Related Articles Octopus 5 Knowledge Introduction One of the roles of the Service Desk is to keep tabs on new requests and do the initial processing [...]
Updated on 22 June 2020
  Related Articles What's new in Octopus 5? Introduction Octopus 5 is an intuitive web version with a quick [...]
Updated on 22 June 2020
Related Articles Octopus 5 Knowledge Introduction This is the Octopus Boards that allows you to create a Board in just a few steps and [...]
Updated on 19 June 2020
Welcome to our Summer 2019 Newsletter     Ah, Summer! That wonderful time of the year [...]
Updated on 30 April 2020
In Octopus there is information to help distinguish between people when searching for a user. For example, their site name, department, their Windows username etc. Some information is there by default, but other variables can be added, removed or reordered.  [...]
Updated on 24 March 2020
Related articles Notifications List Customization [...]
Updated on 23 March 2020
Related articles Service Asset and Configuration Management - Octopus Module Introduction Whether it is to add a [...]
Updated on 19 March 2020
Welcome to our Spring 2019 Newsletter   Each spring, whether we have been caught in [...]
Updated on 13 March 2020
The Warranty Type field that is found in the Cost tab of a CI can only be updated with a CI import.  Please note - If you add a new type of warranty, it will be visible to all Octopus teams. For more information, see the [...]
Updated on 11 March 2020
There are different ways to communicate in Octopus. We have consolidated them in this article.
Updated on 10 February 2020
Introduction This  import type is used to import activities into SRs, changes and problems.
Updated on 28 January 2020
This article presente the method to import the status transition used in the Change module. 
Updated on 14 January 2020
Overview Importing CI attributes allows to add information to CIs depending on what is important to know for a specific type.You can also identify the format that the attribute should take by adding an attribute type. The CI Types must already be imported before [...]
Updated on 20 December 2019
Welcome to our Winter 2018-2019 Newsletter   [...]
Updated on 18 December 2019
Related Articles Administrator Training Introduction  Octopus Users with the permission to Administer Octopus can use the [...]
Updated on 31 October 2019
Related articles Administrator Training [...]
Updated on 28 October 2019
Related Articles User training [...]
Updated on 22 September 2019
Welcome to Our Fall 2018 Newsletter Fall is the ultimate season of harvest and this is particularly the case for Octopus this year!

Our development efforts for new platforms have paid off and we already have pilots among our customers who have been working with Octopus [...]
Updated on 29 August 2019
Introduction  Whenever an Octopus tool, such as MailIntegration, is executed, a log file is created. By default the file is created in the Octopus folder of the computer that ran the program.  Which means in some cases, especially with MailIntegration that [...]
Updated on 2 July 2019
Related Articles User Training Introduction [...]
Updated on 20 June 2019
Welcome to our Summer 2018 Newsletter Summer comes with vacations in the sun and the solstice which offers long days to enjoy the outdoors.  Whether at the cottage, the beach, camping or traveling, we hope that your summer will be filled with joyous fun. [...]
Updated on 20 June 2019
Welcome to Our Spring 2018 Newsletter Finally! Sugar time has arrived. As the sap goes up the trees,  at Octopus, it's an adrenaline rush that is raising the level of activity and creativity of the entire team. Before giving into your sweet tooth, [...]
Updated on 2 May 2019
This type of import helps to configure the CI Types. The CI Types must already be imported before proceeding to this type of import.  Importing the possible relationships between CIs allows to add one or more relationship to the CIs in relation to the information that is important for a specific type.
Updated on 24 April 2019
Overview This article presents the import of internal or external parts that have been used in a request. [...]
Updated on 20 December 2018
  Welcome to our Winter 2017-2018 Newsletter! The Holidays are already at our doors and the new year invites us to retrospect and plan.  It is why we take the opportunity of this newsletter to talk about the last year and what's coming in [...]
Updated on 20 December 2018
Welcome to our Winter 2016-2017 Newsletter       [...]
Updated on 6 December 2018
In Octopus 5 the global search is based on the same criteria as the search in the Octopus Windows version. But the research is done on several modules at once. The following table shows where the search is made based on the module. [...]
Updated on 15 November 2018
The objective of this wiki is to provide information on managing service and lease contracts in Octopus.   This results in a better control over costs and renewals, as well as a for follow-up of equipment covered by valid service contracts. It allows to see if a CI related to a request is covered by a valid service contract. 
Updated on 12 November 2018
Why do two requests of the same type have different forms? In Octopus forms are an important tool for incident management  and service requests delivery. But for all kinds of reasons, like process changes or continuous improvement, the forms change regularly. Due to [...]
Updated on 31 October 2018
Related Articles Custom field library Why this conversion is important for you Version 4.2.270 will introduce the custom field library in Octopus. [...]
Updated on 31 October 2018
Small videos on the Custom Field Library This page offers small capsules that illustrate the use of the Field Library in Octopus. To see the solution in detail, read the Custom Field  [...]
Updated on 24 September 2018
Welcome to our Fall 2016 Newsletter Fall 2016 !   In this newsletter, we present you the latest additions to Octopus. Even if they are not directly linked to the multiteam collaboration, which [...]
Updated on 24 September 2018
While sports fans are wondering if they will be skiing on ice or snow this winter courtesy of « El Niño », we deliver with this newsletter along with the commitment of providing quality service in order to satisfy your needs, the latest Octopus features. They were carefully worked on under a mild autumn sky. 
Updated on 24 September 2018
The 3.8 Release Notes combines the new features introduced with the 3.8 version of Octopus. 
Updated on 24 September 2018
Welcome to our Spring 2017 Newsletter Let it snow.... No more! It is on the morrow of the new storm of the century that we are happy to announce that Spring is finally on our doorstep. And this much anticipated Spring will bring the Octopus users day, that is becoming [...]
Updated on 24 September 2018
Welcome to our Fall 2017 Newsletter Summer has passed by like a storm to the point where one can wonder "what Summer [...]
Updated on 24 September 2018
Welcome to our Summer 2017 Newsletter The warm weather is finally here and it is with our usual enthusiasm that we wish you a wonderful Summer and hope you make the best of your vacation. 
Updated on 20 August 2018
Changes have been made to a field in a form, but there is no entry for this change in the request history. There is an option that, when unchecked, will not add changes to a field in the history. To validate if this is the case, go to Tools > Field Configuration [...]
Updated on 9 March 2018
Several references pages are available under the Octopus Help menu. Most of these pages are also available in an Internet browser. To get the link of the page, right-click and copy current page's address or use CRTL+SHIFT+C. [...]
Updated on 5 February 2018
Documentation in preparation [...]
Updated on 5 February 2018
Go to Tools > Reference data management. Open the General > Teams nodes. Select the required team and lookup the number in the Team # field. [...]
Updated on 20 December 2017
Related Articles Introduction The advanced option Configure fields... allows making almost all fields either mandatory or read only. By using this option, you take control of elements that could impact Octopus normal behaviour. It is [...]
Updated on 5 September 2017
Specific cases of requests restricted by site Octopus allows restricting the type of request that can be submitted by users according to the site writen in their file. This restriction applies both to the software and on the Web Portal, but it's on the Web Portal that the [...]
Updated on 22 August 2017
The Release Notes 4.1 article lists all the new Octopus features delivered to our customers in this version.
Updated on 22 August 2017
In Octopus you can assign multiple requests at once:    Select the incidents/SR from a list and click the Assign action.  Use CRTL+Click or SHIFT+Click in the [...]
Updated on 25 July 2017
Related Articles Automated Approvals - Reference Document Introduction Managing departments is an important aspect of daily Octopus [...]
Updated on 11 July 2017
In order to assist with request management, Octopus can add reminders to incidents, service requests and tasks. The reminder will trigger a notification to the user that created it at the date and time programmed in the reminder. These reminders are visible from the Reminders module or directly in the requests. 
Updated on 23 May 2017
When you manage a service, it is important to measure it to find out what are its strengths and weaknesses. From the information that is gathered, you can make changes to processes, give training or coaching to employees, communicate more information to the customers, etc. to improve on what the service can offer.  The basic Octopus configuration already includes the required options to set up resolution service targets for incidents and service requests, but it is possible to add the initial response targets on requests as well. This is beneficial, because if the response to the requests is reasonable, a greater number of them will be resolved within the time frame.  The activation of the initial response targets is therefore an additional tool to help measure and improve services. 
Updated on 10 April 2017
Updated on 10 April 2017
How to convert the document tab of a CI to the new format? From version 4.1.250 and on, the HTML editor for the document tab of a CI has been replaced.  [...]
Updated on 20 September 2016
Welcome to the Summer 2016 newsletter! We have been busy little bees all Spring and are happy to tell you about our latest news.  We will share with you the latest on team collaboration in Octopus, new custom notifications and even more.
Updated on 20 June 2016
Welcome to our Spring 2016 Newsletter! One year already since we started publishing these seasonal newsletters, sharing with you our changes, news and events, we hope that this information will continue to be useful to you. With sunshine and the return of warmer weather, we invite you to read this new edition.
Updated on 20 March 2016
This article presents various scenarios for computer management and its impact on AD synchronization and the collection of WMI data.
Updated on 23 December 2015
This article explains what the CAB is, how to constitute it, our recommendations and how it can be managed into Octopus. As a bonus, we offer general advice on holding effective meetings!
Updated on 20 December 2015
Welcome to our Fall 2015 Newsletter! Already our third installment, and we are as always impatient to deliver the latest news about Octopus. As in previous editions, you will find all news about Octopus, our changes made and latest implemented features. [...]
Updated on 4 December 2015
This article presents main the main concepts related to the Service Asset and Configuration Management process of ITIL® framework.  
Updated on 25 June 2015
This page presents the Octopus musts, which contribute to facilitate your daily work. Useful Shortcuts Keyboard shortcuts to make your life easier. Corresponding article:  [...]
Updated on 20 September 2015
Here is our Summer 2015 Newsletter which, we hope, will bring sunny weather. You'll find here news about Octopus, changes and features recently deployed. We invite you to read the newsletter until the end to discover what the new version will [...]
Updated on 20 June 2015
Welcome to our brand new newsletter, whose purpose will be announcing important changes, give out tips and tricks, emphasize new wiki articles, and give general Octopus news. Hope you enjoy reading it!   [...]
Updated on 14 October 2016
Each month, we will select our favorite articles to allow you to discover several great and practical Octopus features that you might not know. We invite you to read this page often as it will get updated regularly.
Updated on 12 July 2024
This article lists all the new Octopus features delivered to our customers.  
Updated on 26 May 2021
We have started to make webinar recordings on topics we believe are either new and/or useful to you.
Updated on 7 February 2019
For updates http://status.octopus-itsm.com
Updated on 3 January 2024
Here are the different options to get to the Octopus Service Desk.
Updated on 21 September 2020
From the 4.2.230 version, it is possible to activate two new modes on the Web Portal. The modern mode includes the tiles and the colors. Activating the modern mode requires some modification and preparation, but above all, it implicates all the teams that are visible on the Web Portal. This article explains the different modes, the advantages and challenges of implementation and how to prepare for them. 
Updated on 12 July 2024
Octopus can send automated emails to keep the users, internal and external assignees, and more informed of different situations. Therefore it is important that the information communicated be pertinent. But as most companies have their own terms and procedures, we allow the configuration of most templates.
Updated on 8 May 2024
WMIUpdater (ESI.Octopus.WMIUpdaterApp.exe) allows the update of the configuration in Octopus (hardware and software) of computers in your network. You can synchronize on a particular CI or you can run the update from an automated Windows task. 
Updated on 7 May 2024
The ADSIReader program (ESI.Octopus.ADSIReaderApp.exe) allows to import users, computers (workstations and servers) and printer queues stored in your Active Directory. User import can include, among others, first name, last name, Windows username, title, department, phone numbers (with the phone extension), while import of computers includes only the computer name. 
Updated on 1 May 2024
Normally, after Incidents/SR module is operational, the following module to be implemented is Problems. This article addresses the application of the Problem Management process in Octopus.
Updated on 5 April 2024
In Octopus the work done by Octopus users, approvers and external users is done within activities. This is an essential part of Octopus and this article describes how it works and the different modes of activities.
Updated on 1 April 2024
With Octopus, it is possible to use a Web Portal for your users and significantly reduce the number of calls to the Service Desk. This self-service Web Portal not only allows users to make their requests (incidents and service requests), but also keep track of these requests, add comments to the journal log and receive messages from the Service Desk.
Updated on 7 March 2024
The GetDBApp (ESI.Octopus.GetDBApp.exe) program allows to download the Octopus database from a database hosted on our servers. The program can be automated using the Windows Scheduled Tasks to download the database everyday. Note that the Octopus database is in SQL. 
Updated on 26 February 2024
To run the Octopus programs automatically, you need to create a Windows scheduled task. This article will provide you with guide lines to do so.
Updated on 26 February 2024
In Octopus, parts are considered consumables or physical items that do not require management in Configurations module. 
Updated on 23 February 2024
Importing CIs will supply the CMDB with the inventory from an external source that can then be kept up to date directly in Octopus. Once the CIs are imported, it is possible to import the link between CIs and CI users.
Updated on 21 February 2024
The "task" concept is applied in Octopus for service requests, changes and problems. Tasks are created to reflect the execution process ("workflow") of a service request, the steps for preparing and implementing a change and the tasks involved in analyzing a problem; in all cases, they can be assigned to a group / assignee and can provide some order in their execution.  
Updated on 9 January 2024
          The configuration file is an XML format text file (ANSI code) that contains all the information on the data source to import. This article explains the format of the file as well as the tags to use and how to modify/correct this file.
Updated on 8 December 2023
Importing the CI type will help fill you CMDB with types that are not already there. Once the CI types are imported, it's possible to import the CI associated to each type. In the next section you will find links to articles related to CI imports and files with templates that can be used for it.
Updated on 29 October 2023
If you receive a proxy error when starting Octopus, you must modify your proxy server configuration to NOT authenticate outgoing connections to our Octopus-itsm.com servers IP
Updated on 20 October 2023
On startup, Octopus comme pre-loaded with different templates. However, some settings are specific to your organization and need to be configured before you can use the system in an efficient way. To ease the transition, we invite you to consider, in order, the following advices.
Updated on 9 August 2023
It is possible to integrate and track all the changes implying the IT Department in an efficient and centralised manner by using the Octopus Changes module. This article describes the functional use of the module. 
Updated on 17 May 2023
This article explains how to import users in Octopus. 
Updated on 14 March 2023
This article presents the method to import incident templates and service request types. 
Updated on 14 March 2023
This article explains how to proceed to import planned requests. See the DataImporter - Import CI Linked to Planned Requests article to find out how to import the specific CIs related to the planned requests.
Updated on 9 March 2023
Importing members allows to automatically populate the members of a user group. Use this function to make modifications to user groups in batches or to automate the update of user groups when a link to an HR system is in place.
Updated on 8 March 2023
Importing the relationship between the users and the CI allows to add the users that use a CI. It is important to have previously added the users and the CI before doing this type of import.
Updated on 4 January 2023
This page lists all the splash screens that have been published since the very beginning.
Updated on 15 November 2022
Managing the licence renewal in Octopus can be accomplished using service contracts. This way will allow you to receive advance notification prior to the renewal date.
Updated on 28 July 2022
There are several authentication modes to access the Octopus Web Portal. The different authentication modes are described in the sections below.
Updated on 4 May 2022
Octopus offers integrated reports and statistics. This Wiki article has been designed to help you find the information.
Updated on 30 December 2021
This article explains how to import requests from another system to Octopus. This type of import can be useful for maintaining a certain history.
Updated on 29 December 2021
This article describes the User Management Module, the information that you need to configure for a basic use of Octopus, as well as the configuration for a more complete use of Octopus.
Updated on 29 December 2021
This article explains the efficient creation steps of an incident in a context where a user calls to address his needs to the Service Center.There is more than one way to create an incident in Octopus. The creation upon a phone call requires a quick reaction from the call center analyst, so every click counts. We have thought about that aspect and made our tool according to this important requirement.The Incidents / SR module allows the management of incidents and service requests. In this article, we are going to see the incident aspect. (see Creation of a Service Request (SR) for precisions on the "Service Request" aspect).
Updated on 29 December 2021
Each Octopus user can set their own notification preferences. It is possible to modify the notifications of another Octopus user provided that you have the rights to administer Octopus. This article includes each type of notification, its description and scope.
Updated on 22 December 2021
When you export a list of data into Excel and that list contains the column Total work, you have to modify the formatting of the cell to be able to perform calculations. By default, Excel understands that the value 22:00  [...]
Updated on 9 September 2021
The partial or complete contents of a result list can be exported in Excel format.
Updated on 7 September 2021
We can make basic customizations to your Web portal (add your logo, rename center services, etc.). These basic changes are free of charge.
Updated on 19 April 2021
This simple Web application has been optimized to give workers easy and quick access to their requests. 
Updated on 22 January 2021
Service requests (SR) are usually standard services offered to customers / users and are usually managed by the Service Desk. Unlike the incidents, which must be resolved as quickly as possible with minimal impact on business, SR have different execution timelines, can contain pre-defined steps (tasks), and have a minimal impact on the infrastructure.
Updated on 22 January 2021
To start, it is important to understand that there are no perfect categories. The main objective of an adequate categorization system is to represent a clear comprehension of user reported problematic. This approach favours a better comprehension of the IT infrastructure use when the time comes to analyze and present reports.
Updated on 22 September 2020
Welcome to Octopus version 4.2 !
Updated on 21 September 2020
In a company, it often happens that people from different departments have to work together to deliver a Service Request. Octopus enables End Users to receive Tasks and participate in the execution of a request. They are called "External Assignees". The delivery of the Service Request is more efficient with this consolidation of tasks and it improves customer service, because you can track the progress of all tasks directly in the Web Portal. 
Updated on 3 July 2020
It is possible to mark a request as confidential. It affects the Type of SR or the Incident template as follows : Octopus's automatic notifications are sent only to the requester, only the Requester can see the request on the Web Portal and external assignees receiving tasks do not have access to the details of the SR.
Updated on 22 June 2020
This article explains how to manage two (or more) Octopus installations on the same computer. This procedure is required if the same PC will be used to access two distinct Octopus environments. 
Updated on 22 June 2020
By default, Octopus is installed in the following folder: For Windows Vista / 7 : C:\Users\%homepath%\AppData\Local\Octopus For Windows XP: C:\Documents and Settings\% [...]
Updated on 9 June 2020
The possibility to have customized lists provides a huge flexibility, opens new horizons and allows to better exploit the numerous Octopus functionality. You will be able to: Add new lists / modify existing lists, allocate the lists in the desired module, customize the display by designating lists as being "favorites", select a default list per module or centralize your lists in "Home" and access all desired information from this module.
Updated on 21 May 2020
The satisfaction survey is a good way to open communications with users and measures the level of service efficiency. The Octopus built-in customer survey is simple, but efficient and does not require a lot of configurations.
Updated on 7 April 2020
This article explains the method used to import the leased CI, linked to equipment lease contracts.
Updated on 27 March 2020
From the point where the advanced configuration of tasks is used in service requests, it will become mandatory that users submit their requests from the Web portal. Once this technique is used, requests created from an Octopus user, cannot generate the information required as it will only be captured from the Web portal forms.
Updated on 27 March 2020
To detect the configuration of a computer, Octopus uses the Windows Management Instrumentation components (also called WMI) installed on the computer to be inspected. Different errors may occur during the inspection. The table below lists the most common errors and provides clues for correcting them.   
Updated on 24 March 2020
This article presents the method to join the CI covered by a service contract.
Updated on 24 March 2020
This article explains how to import service contracts when the external support mode is activated. If you only use Octopus to provide internal support, refer to the Import Service Contacts - Internal Mode article. When the external support mode is activated, some fields will become mandatory (the "ExternalSupport" column, the site or supplier). 
Updated on 24 March 2020
This article explains how to import service contracts to be used in an internal mode - the default in Octopus.
Updated on 20 March 2020
This article explains how to import lease contracts.
Updated on 28 February 2020
You can use conditional expressions and variables in the email templates.
Updated on 10 February 2020
This import type allows to import the activities related to requests. During the original Incident - SR import, only the resolution activity is imported. Use this import type if activities from another system need to be kept. 
Updated on 30 January 2020
Importing contacts will add information related to the contact of a supplier.
Updated on 29 January 2020
This article explains how to import suppliers and manufacturers. 
Updated on 21 August 2019
Introduction Version 3 of the ITIL referential formally introduces the notion of Service. ITIL defines it as "A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific [...]
Updated on 13 August 2019
This article explains how to manage licenses in Octopus. A list on license control is already available through the Configurations module, but when you have more than one version of the same software, you must modify your configuration to correctly administer the number of installed licenses versus the number of bought licenses.
Updated on 2 May 2019
Importing the relationship between CI allows to relate two or more CI together and add a comment about the relationship. Before you can do this type of import, the CI to relate must be imported along with the relation types.
Updated on 26 April 2019
This article presents the method to import CIs associated to planned requests.  See the DataImporter - Import Planned Requests article to find out how to import planned requests.
Updated on 25 April 2019
This article presents the method to import attached files associated to incidents or service requests. 
Updated on 14 March 2019
This article presents the information on importing spare parts to supply the CMDB with the inventory.
Updated on 15 November 2018
The subject of a request is an important element, as it is often the basic information that is visible in a list. By default, Octopus subjects take the name of the request, but there are two options that help to automatically get more specific subjects: The alternate subject Uses variables to create the request subject.  The destination option of a text field Uses the value of a form field in the request subject.
Updated on 25 May 2018
ITIL® is a set of best-practice publications for IT service management. It gives guidance on the provision of quality IT services and the processes, functions and other capabilities needed to support them. This article presents basic ITIL® terms used in Octopus.
Updated on 23 April 2018
All types of request can be created in Octopus by an assignee (and those designated as visible for the self-service Web application may be submitted directly by the user).
Updated on 21 February 2018
To test the POP3 connection used by MailIntegration: Send an e-mail to the mailbox being tested Use a program to test connectivity (Telnet, PuTTY, OpenSSL) by connecting [...]
Updated on 20 February 2018
The Octopus Web Portail is a very important element that allows users to open their requests on their own. To make it more user friendly, it is possible for users to launch the Octoups Web Portal without having to enter their username and password. 
Updated on 8 February 2018
This article describes how to import attached files to be linked to CI in Octopus. 
Updated on 5 February 2018
To configure the required fields: Go to Tools > Options. Find the section in Options named Required field management. Modify the required fields to suit your needs and save with  [...]
Updated on 15 January 2018
More targets areas have been defined to extend the possibilities for Advanced Research.
Updated on 20 November 2017
If Octopus is configured to send emails using a "from address" with your domain name (info@my-company.com instead of noreply@octopus-itsm.com) you must ensure that your email server allows "email relaying" for emails sent from IP address below: [...]
Updated on 1 November 2017
This article presents the method to import Web forms associated to incident templates and service request types. 
Updated on 30 August 2017
Starting with version 4.2.120, the Reports module is eliminated and the data is moved into the one of Statistics.  The new module is called Reports and [...]
Updated on 22 August 2017
The program WMIUpdater (ESI.Octopus.WMIUpdaterApp.exe) detects the softwares contained in "Add and Remove Programs".  To detect other software, you need to: [...]
Updated on 22 August 2017
The reason is probably that the software isn't managed.  The reason is probably that the software isn't managed.  [...]
Updated on 22 August 2017
In the Octopus sections which contain contact information (Suppliers, Users), you can open a message to an e-mail address by clicking on that address in the lists. If you use Notes but the link opens in Outlook, try the following: [...]
Updated on 22 August 2017
The Web Portal and WebTech are adapted in order to make them work on tablets and smart phones. See the wiki article A native version for smart phones is in progress. [...]
Updated on 22 August 2017
There are two ways to look at closed requests in Octopus: First way Click on  "Incidents / SR" module Click on Other link Select the Closed list to see the closed requests [...]
Updated on 22 August 2017
When an error occurs, Octopus generates a log which describes the error in more detail.
Updated on 22 August 2017
Difference between suspending or Marking a request as Pending? A request is suspended if the reason that work cannot proceed depends on the user. [...]
Updated on 12 July 2017
ITIL recommends that an incident priority is derived from the Impact and the Urgency, based on the context of an organization. Octopus can derive automatically an incident priority by selecting the impact and urgency of a incident.
Updated on 8 May 2017
It is possible to restrict access to your Web portal to a range of IP addresses. Only people using the IP address included in the range will be able to access the Web Portal, and people outside the range would be access denied. 
Updated on 10 April 2017
The use of activity types helps minimize data entry for messages sent regularly to users or to help Octopus users enter information in certain situations.
Updated on 10 April 2017
The "Configurations" module of Octopus allows for complete management of equipment necessary for the delivery of services of an IT organization. It is more than an inventory; because in addition to contain physical elements, we can incorporate logic elements, establish relationships between them and follow the history of statuses throughout their life cycle (from the introduction into the CMDB to withdrawal).
Updated on 10 April 2017
This article contains the basic model of the reference data of the section General.
Updated on 10 April 2017
This article describe both sections of CI Costs tab : Purchase which contain fields related to the purchase of a CI; and Costs which shows the cost breakdown that is used in the total cost of ownership (TCO) calculation.
Updated on 10 April 2017
When creating a new Octopus database, it comes with pre-established configurations to facilitate the integration experience of a request management tool based on ITIL key concepts. This article describes the content of these configurations.
Updated on 10 April 2017
Files attached to Octopus data ("Attached files" tab in Incidents/SR, Problems, CI, Users, etc.) are all saved on your network, and not on the Octopus.
Updated on 10 April 2017
This article explains the possible parameters allowing you to launch a web pages for the Web Portal with predefined options. Controlling the options this way can be useful if you have an intranet and you want to offer links to direct pages on the Web Portal.
Updated on 10 April 2017
A regular expression is a string of characters used to describe a set of possible character strings according to a specific syntax.      Regular expressions are used within Octopus to control the manipulation of text.  Their inherent complexity [...]
Updated on 10 April 2017
From Octopus interface, all incident templates and service request types are accessible. However, to put them available on the Web Portal, they must be designated visible to users. 
Updated on 23 August 2016
If you are experiencing WMI connection problems, you can use wbemtest, a WMI testing tool included with Windows, to test the connection independently of Octopus. Part 1: Test connectivity [...]
Updated on 13 April 2016
Wondering what status can pass an incident or a service request (SR) and what is their significance? Here is the article that will answer all your questions.
Updated on 24 March 2016
By default, Active Directory integration imports all data from the entire Active Directory tree. It is also possible to specify to which OU the import can be done. This way, the program will read that OU and the tree below that OU. We assign the OU with the parameter /Domain: in the program ESI.Octopus.ADSIReaderapp.exe. Rather than entering the name of your AD, instead you will enter an LDAP expression as a parameter which will assign the OU.
Updated on 27 November 2015
Winter is already at our doors. It is with great pleasure that we present you the 3.8.130 version that contains additional features that you will appreciate.  Since this is a minor version, we take this opportunity to make a summary of the changes made in recent months. As always, we highly recommend that you read these notes so you can make the most out of our current and soon to come Octopus features. Happy Holidays!
Updated on 9 October 2015
This article presents how the "Changes" module can be exploited to manage project without using a more elaborate tool such as Microsoft Project.
Updated on 15 July 2015
Problem Management is the process that is responsible for managing the lifecycle of all problems. The objectives of the Problem Management are to prevent problems and resulting incidents from happening, eliminate recurring incidents and minimize the impact of incidents that cannot be prevented.
Updated on 9 July 2015
Creating ad-hoc reports with Octopus can be done in a few steps. You start by extracting the data you want in your report and then you select/customize a print format.
Updated on 2 July 2015
This article presents few key concepts of Change Management process according to the ITIL® framework; the process described below has been simplified for a better understanding and easier implementation. 
Updated on 30 June 2015
  ATTENTION: The modernization of Octopus in the upcoming months will require the adjustment of the prerequisite of Internet Explorer [...]
Updated on 30 January 2015
  Incident - Diagram of status Wiki article illustrating the different status of an incident: New, Assigned, In Process, Pending, Suspended, Resolved and Closed. [...]
Updated on 11 December 2014
Octopus helps managing major incident as described is this article.
Updated on 5 December 2014
Incident Management process ensures that normal service operation is restored as quickly as possible and the business impact is minimized. This article explain basic principles about this process, according to ITIL®.
Updated on 28 November 2014
The term service request is used as a generic description for many different types of demands that are placed upon the IT organization by the users. Many of these are typically requests for small changes that are low risk, frequently performed, low cost, and with predefined steps (e.g. request to change a password, request to install an additional software application, request to relocate some items of desktop equipment) or may be just a request for information. This wiki article explains basic principles about Request Fulfilment process, according to ITIL®.
Updated on 20 November 2014
In this article, you will find a table showing the key terms used in Octopus.
Updated on 19 November 2014
Event Management is an ITIL® process that is part of the Service Operation phase. This article présents basic concepts about this process.
Updated on 19 November 2014
This article describes how to modify the registry parameter SharedSection to deal with a frequent problem of window creation.
Updated on 19 November 2014
This article explains how to configure Octopus so that incidents/SRs created using the web application or by email are automatically assigned to the right service desk group based on the user's location.
Updated on 19 November 2014
You can manage your procedures through CI type Procedure. This CI type is part of Octopus original installation, but the actual article suggests a more specific way to manage efficiently your procedure using the CMDB. 
Updated on 19 November 2014
Octopus allows you to add commands to the actions area or to the Tools menu to invoke external programs.  External commands can be applied with any record types in Octopus: CIs, Users, Incidents, SRs, etc.
Updated on 19 November 2014
If you use the Web Portal, you will sometimes have Users that cannot subcribe on their own to the Web Services or that cannot remember their password. You can create a Web Account and reset the password for the User directly in Octopus.
Updated on 19 November 2014
Winter '13 version has many interesting changes with the Web forms, but they do not have a major impact on the existing features. Therefore, its arrival will not require specific planning on your part. 
Updated on 15 October 2014
Welcome to Octopus Spring '14 version!
Updated on 10 October 2014
The Fall version has many changes, but few have an impact on the existing features. Therefore, its arrival will not require specific planning on your part. This page contains an overview of the most important changes of the version.
Updated on 10 October 2014
Welcome to Octopus Winter '14 version !
Updated on 10 October 2014
The Summer '13 version includes multiple new features, including the Planned requests module. If you have preventive maintenance or planned tasks configured, you now find them in the File menu, we suggest you carefully read the relevant section. Aside from this big change, this version doesn't require any specific planning. 
Updated on 10 October 2014
Welcome to Octopus Fall '13 version !
Updated on 10 October 2014
We have created this page in order to consolidate the history of all versions. You now have a single place to find all the notes of past versions .
Updated on 7 October 2014
Many IT organizations want to become more efficient to improve the IT service to users. The operation mode of IT teams is revised, procedures and roles change, methods are challenged and ... resistance to change is encountered. 
Updated on 7 October 2014
The table below contains the designation of ITIL acronyms that can be used in articles or Octopus Wiki. You will notice that the acronym remains the same whether in French or English.   [...]
Updated on 28 November 2016
Updated on 29 April 2022
The event management module is used in Octopus to receive, categorize and take over events.
Updated on 4 January 2024
The DataImporter program (ESI.Octopus.DataImporterApp.exe) can be used to import and/or synchronize data from an external source that is compatible with OLEDB/ODBC.  DataImporter can be used to perform the initial import of data or to synchronize on a regular basis data contained in another system. This article explains how DataImporter works and the different types of import available.  
Updated on 12 July 2022
In the past, the access level of an Octopus user was determined by the selection of permissions from a list of all the permissions available. The modification of the permissions had to be done manually for each Octopus user.  From version 3.8 and beyond, we are introducing the notion of roles that will facilitate and improve the access management of Octopus and ensure the security level. Each role contains its own permissions and the Octopus users have one or more roles that automatically inherit the sum of the permissions from each role. 
Updated on 7 March 2024
Planned requests are used to automatically create service requests or change requests for work that needs to be done on a regular or variable basis. They can be used to manage and plan preventive maintenance or equipment maintenance for; IT, Facilities Management, Biomedical Engineering or other teams). The requests generated from a planned request are internal to the department and cannot be queried or viewed by the end users.  Examples: Checking on the backups (IT) Checking the heating system (Building facilities) Preventive maintenance of a defibrillator (Biomedical)
Updated on 2 June 2020
Here is the list of shortcuts available in Octopus and Octopus 5. 
Updated on 31 May 2024
Octopus’ Automated Approvals Solution enables you to effectively implement the global execution process of a request when an approval is required.  This document will run you through the concepts that support this solution. It was developed in order to consider several approval modes that fulfill the organizational approval process and automate it through the Octopus request types, in this case service request, problem or change.  We have written this document to introduce the approval concepts for service requests (SR), because of the constant challenge that they represent for the IT organizations. Approvals are also available in the Problem and Change modules, but they may work differently in these contexts. 
Updated on 29 January 2021
The Access Management Solution provides a frame of rules and principles that lead to sound management of accesses to informational assets. It helps to formalize, in Octopus, the accesses granted or revoked, either as part of the arrival of a new employee, a departure, or simply in a request to add one or several accesses to an existing employee. 
Updated on 4 January 2024
MailIntegration (ESI.Octopus.MailIntegrationApp.exe) is a program used in Octopus to create new requests (incident or events) or update the activities of a requests received via email.