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0 User's Guide
(Draft)
Licensing
iTop is licensed under the terms of the GNU General Public License Version 3 as published by the Free Software Foundation. This gives you legal permission to copy, distribute and/or modify iTop under certain conditions. Read the license.txt file in the iTop distribution. iTop is provided AS IS with NO WARRANTY OF ANY KIND, INCLUDING THE WARRANTY OF DESIGN, MERCHANTABILITY, AND FITNESS FOR A PARTICULAR PURPOSE.
Related documentation
All related documentations are available on http://www.combodo.com/itopdocumentation How to Setup Authentication with iTop iTop Implementation Guide Localizing iTop Customizing iTop 1.0 OQL Reference iTop 1.0 user guide How to migrate from 0.9 to 1.0
Figure 1 Once authenticated, the user accesses the main iTop page.
Figure 2 This main page is divided in three parts: Left menu (also called explorer menu) to access item from each module (CMDB, Incidents, Changes, Services and contracts) Main frame on the right displays list of items from selected module, or details for a given item. Top frame to use global search function, and display login information
Figure 3
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Figure 5 If there are more that X objects for the selected category, a short list is displayed. Once you click on link Display all on top of this table, you get the full list. The interest of such functionality is to reduce latency related to browser display when you have to deal with huge list. X is define in configuration file config-itop.php (see chapter Configuring short list in administrator guide) You can sort on each column. When you click on the web link for an object, you get the details page for this object.
Figure 6 New enables you to create a new item corresponding to the type of object you are viewing, for instance a new server or a new incident ticket. When clicking on this action you get a wizard that helps you to create your item. New item creation will be discussed later for each module. Delete enables you to delete massively all items you are currently viewing. eMail enables you to send a mail including a direct web link to the iTop object you are currently viewing. This feature is really useful for sharing information with others. CSV Export enables you to export list of items you are currently viewing into a csv file in order to use it in Excel for instance.
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Figure 8 If you click on the blue Search icon, it closes the search form. You can define the criteria you are interested in, using either drop down lists, or regular expression for blank fields. Then click on item corresponding to your request. button on the right to display a list of
Figure 9 And operator is used when you define multiple criteria. This search bar is available for any type of object, but of course search criteria depend on object attributes. Following criteria are available for date attributes: Expression >= (resp >) date <= (resp <) date [date1; date2] Definition If you want object (resp strictly) after date If you want object (resp strictly) before date If you want object between date1 and date2
Figure 10 This page display in the main frame tabs for the selected object. The first tab Properties displays all the attributes of the object. The History tab displays all the modification made on this object. You can by this way see who modify the object, when, and what had been modified.
Figure 11 The other tabs display the relationships with other objects. For instance applications or patches installed on a server, incidents or changes occurring on a server. The tabs depend on the object type and will be described in detail later for each module.
Figure 12
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Figure 13 (n,n) relationship management For such type of relation, you can easily add or remove relationships, once you have clicked on Action-> Modify.
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Figure 14 When you click on the Add Something...button you are prompt by a search wizard enabling you to select objects you would like to link.
Figure 15 Dont forget to click on Add at the bottom left corner to validate your choice. You can remove relationships by marking items and clicking on Remove selected objects.
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Figure 16 You can manage (n,n) relationships in different tabs at the same time. Dont forget at the end to click on Apply at the bottom left to validate all your modification.
Global search
This feature is really fundamental in iTop. Like in Google, it allows you to search words or regular expression in the full data model, whatever type of object you are interested in. Enter for instance Paris in related to this word: and type enter . You get all objects
Contacts on this site Servers, PC, and network devices installed on this site. Incident occurring on items located on this site
Figure 17
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When accessing directly an iTop URL, you are prompted to enter your login and password if you are not already authenticated.
Logg off
To log off, the user just has to click on at the top right corner, and select Log Off
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Figure 18
Managing Contacts
When you click on Contacts in the Explorer bar, you get a summary page providing information about contacts:
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Figure 19 There are two types of contacts: Person Team To create a person or a team, click on the corresponding web link. You can also click on New Contact in the explorer Menu You are prompt to select the type of contact you want to create.
Figure 20 Depending on you choice, you get a wizard to create a person or a team.
Managing person
A person is anybody that needs to be documented in the CMDB. The Search for contact menu displays a search form for searching contacts. If you select Search for Person Objects you get a list of person
Figure 21
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Figure 22 A person belongs to only one location and one organization. Attributes for a person displayed in the Properties tab: Attribute Name First Name Organization Status Location Email Phone Employee ID Description Last name of this person First name of this person Organization to which belong this person Active / Inactive Location for this person Email adress Phone number ID for this person Manadatory yes yes yes Yes (default Active) no yes no no
Teams tab displays all team this person belongs to, with her role. Contracts tab displays all contracts for which this person is a contact. Services displays all services for which this person is a contact Tickets displays all tickets for which this person is a contact Cis tab displays all infrastructures for which this person is a contact
Managing team
A team is a group of person that needs to be documented in the CMDB. The Search for contact menu displays a search form for searching contacts. If you select Search for Team Objects you get a list of team.
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Figure 23 When you click on the link for a team, you get its details.
Figure 24 A team belongs to only one location and one organization. Attributes for a person displayed in the Properties tab: Attribute Name Organization Status Location Email Phone Description Last name of this person Organization to which belong this person Active / Inactive Location for this person Email adress Phone number Manadatory yes yes Yes (default Active) no yes no
Members tab displays all team this person belongs to, with her role. Contracts tab displays all contracts for which this person is a contact. Services displays all services for which this person is a contact. Tickets displays all tickets assigned to this team. Cis tab displays all infrastructures for which this person is a contact. Teams tab displays all teams this team belongs to. It is important to have at least one member in a team, else you won't be able to assign a ticket to an agent for this team.
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Figure 25 When you click on the link for a document you get its details.
Figure 26 There are three types of documents: File document enabling you to load electronic files. Web link to refer to external web documentation. Notes to enter text information. Depending on format of this document, the browser may automatically displays its content (gif, pdf, txt) in the preview tab (for file document only). As for any other objects, you can review history of changes made on a document, including different version of the uploaded file. Attributes for a File document displayed in the Properties tab:
Description Name of this document Organization to which this document belongs to Document type yes yes
Manadatory
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Description Name of this document Organization to which this document belongs to Document type Draft / Obsolete / Published Web link to the document. It has to begin with http://... yes yes
Manadatory
Description Name of this document Organization to which this document belongs to Document type Draft / Obsolete / Published Text for this not yes yes
Manadatory
Contracts tab displays all contracts linked to a document. Services displays all services linked to a document. Tickets displays all tickets linked to a document. Cis tab displays all infrastructures linked to a document.
Managing Locations
A location is a configuration item that allows you to document in the CMDB any geographical location (Site, Building ). Location menu displays all locations belonging to selected organization.
Figure 27
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Figure 28 Attributes for a location displayed in the Properties tab: Attribute Name Status Owner Organization Address Postal Code City Country Parent location Description Name of this location Active / Inactive Organization to which this location belongs to Address Postal code City Country Parent location to manage location hierarchy yes yes Yes (default Active) no no no no no Manadatory
Contacts tab displays all team this person belongs to, with her role. Infrastructures tab displays all contracts for which this person is a contact.
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Figure 30 Miscellaaneous:
Figure 31
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Figure 32 When you click on the link for a business process you get its details.
Description Name of this location Active / Inactive Organization to which this location belongs to Criticity for this business process Description for this business process yes
Contacts tab displays all contacts for this business process. Document tab displays all documents related to this business process. Contracts tab displays all contracts covering this business process Tickets tab displays all tickets (Incident, Problem and Change) impacting this business process. Application Solutions tab displays all application solution impacting this business process.
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Figure 34 When you click on the link for an application solution you get its details.
Figure 35 Attributes for an application solution displayed in the Properties tab: Attribut Name Status Owner Organization Business Criticity Description Description Name of this location Active / Inactive Organization to which this location belongs to Criticity for this business process Description for this business process yes No (default implementation) yes no no Mandatory
Contacts tab displays all contacts for this application solution. Document tab displays all documents related to this application solution. Contracts tab displays all contracts covering this application solution. Tickets tab displays all tickets (Incident, Problem and Change) impacting this application solution. Application Solutions tab displays all application solution impacted by this application solution. CIs tab displays all CIs used by this application solution. Business Processes tab displays all business processes impacted by this application solution.
Managing Software
iTop can manage the software installed on a server. There are two type of software: database and other software. An instance of software, installed on a server is always related to software documented in the Data administration module.
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Figure 36 Attributes for an application displayed in the Properties tab: Attribut Name Status Owner Organization Business Criticity Description Device Software License Version Description Name of this location Active / Inactive Organization to which this location belongs to Criticity for this business process Description for this business process Device where is installed the application Corresponding Software Related licence Version Mandatory yes No (default implementation) yes No No Yes Yes No No
Contacts tab displays all contacts for this installed software. Document tab displays all documents related to this software. Contracts tab displays all contracts covering this installed software Tickets tab displays all tickets (Incident, Problem and Change) impacting this installed software.
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Managing Patch
iTop enables you to document patches and on which servers they are installed. You can control by this way if critical patches are installed on your servers. You can access the patches using the Configuration Items menu under Software and Application section. The Search for Patch menu displays a form to look for patch:
Figure 37 When you click on the link for a patch you get its details.
Figure 38 Attributes for a patch displayed in the Properties tab: Attribut Name Application scope Version Type Description Description Name of this location Which type of application is concerned Version for this patch Security, OS, Application, service pack Description for this patch yes No no no no Mandatory
Figure 39 When you click on the link for a license you get its details.
Description Name of this location Organization to which this location belongs to Provider for this license yes yes yes
Mandatory
Product corresponding to this no license Description for this business process Date when the license is no No
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Figure 41 When you click on the link for a PC you get its details.
Figure 42
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Contacts tab displays all contacts for this PC. Document tab displays all documents related to this PC. Contracts tab displays all contracts covering this PC Tickets tab displays all tickets (Incident, Problem and Change) impacting this PC. Application Solutions tab displays all application solution impacted by this PC. Network Interfaces tab displays all network interfaces for this PC. Applications tab displays all the applications installed on this PC. Patches tab displays all the patches installed on this PC.
Managing Servers
This type of configuration item is whatever laptop or desktop installed in you IT. Servers menu displays all servers documented for the selected organization.
Figure 43 When you click on the link for a server you get its details.
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Figure 44 Attributes for a server displayed in the Properties tab: Attribut Name Status Owner Organization Business Criticity Brand Model Serial Number Asset Reference Location Location details Management IP Default Gateway CPU RAM Hard disk OS Family OS Version Description Name of this Server Production/ Implementation / obsolete Organization to which this server belongs to Criticity for server Brand of this server Model of this server Serial Number Asset number Location for this server Details for this location Management IP address Default gateway CPU type Total memory Total disk space OS Family OS Version Mandatory Yes No (default implementation) yes No No No No No No No No No No No No No No
Contacts tab displays all contacts for this server. Document tab displays all documents related to this server. Contracts tab displays all contracts covering this server Tickets tab displays all tickets (Incident, Problem and Change) impacting this server. Application Solutions tab displays all application solution impacted by this server. Network Interfaces tab displays all network interfaces for this server.
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Figure 45 When you click on the link for a server you get its details.
Figure 46 Attributes for a server displayed in the Properties tab: Attribut Name Status Owner Organization Business Criticity Brand Description Name of this network device Production/implementation/ obsolete Organization to which this network device belongs to Criticity for this network device Brand Mandatory Yes No (default implementation) yes No No
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Contacts tab displays all contacts for this network device. Document tab displays all documents related to this network device. Contracts tab displays all contracts covering this network device. Tickets tab displays all tickets (Incident, Problem and Change) impacting this network device. Application Solutions tab displays all application solution impacted by this network device. Network Interfaces tab displays all network interfaces for this network device. Applications tab displays all the applications installed on this network device. Patches tab displays all the patches installed on this network device.
Contacts tab displays all contacts for this network device. Document tab displays all documents related to this network device. Contracts tab displays all contracts covering this network device. Tickets tab displays all tickets (Incident, Problem and Change) impacting this network device. Application Solutions tab displays all application solution impacted by this network device. Applications tab displays all the applications installed on this network device.
Managing Subnet
iTop enables you to document you subnets and helps you to know which IP addresses are used, and which one are free. You can access the subnets using the Configuration Items menu under Miscelleanous section. The Search for Subnets menu displays a form to look for subnet:
Figure 47 When you click on the link for a subnet you get its details.
Figure 48 Attributes for a subnet displayed in the Properties tab: Attribut IP IP MAsk Owner Organization Description Name of this location Active / Inactive Organization to which this location belongs to Mandatory Yes No (default implementation) yes
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IP Usage tab displays all network interfaces with IP address in this subnet. Free IP tab displays all IP addresses not used by network interfaces.
Managing Printers
iTop enables you to document all type of printers installed in your company. The Network device class regroups all routers, switches, firewall, etc, installed in your environment. This type of configuration item is whatever laptop or desktop installed in you IT. Printers menu displays all printers documented for the selected organization.
Figure 49 When you click on the link for a printer you get its details.
Figure 50 Attributes for a printer displayed in the Properties tab: Attribut Name Status Description Name of this printer Production/implementation/ Mandatory Yes No (default implementation)
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Contacts tab displays all contacts for this printer. Document tab displays all documents related to this printer. Contracts tab displays all contracts covering this printer. Tickets tab displays all tickets (Incident, Problem and Change) impacting this printer. Application Solutions tab displays all application solution impacted by this printer. Network Interfaces tab displays all network interfaces for this printer.
Managing Groups
Using iTop you can group object together. Groups can be used for modeling any operational need. For instance documenting all devices monitored by a given application. The Group of CIs menu displays all groups created for the selected organization.
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Figure 52 Linked Cis tab displays all CI linked to this group. To create a new group you just have to click on New in action drop down list, from either group list or a given group detail.
Those views are available for the Action menu list when you are on the details page of an object.
Figure 53 When you select one of the rules you get corresponding view.
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Figure 54 The zoom scroll bar enables you to zoom in the view. You can move each icon to reorganize them. The lists tab displays list of impacted CIs.
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Figure 55
Figure 56 When you click on one user request you get the details page.
Figure 57
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Caller Customer Service Service element Product Impact Priority Urgency Workgroup Agent Related Problem Related Change Closed Last Update TTO escalation deadline TTR escalation deadline Resolution Code Solution User satisfaction
Documents tab displays all documentation linked to this user request. Cis tab displays all infrastructures related to this user request. Contacts tab displays all contacts related to this user request. Related Incidents tab displays all incident tickets that are linked to this service call. This allows support agent to regroup a list of service call with a ticket that represent the root cause of the issue encountered by end users. Notifications tab displays all email notification sent for this user request.
It is important to make sure that members are assigned to the team corresponding to selected workgroup, else you wont be able to assign this service call to an agent.
Figure 58 Click on Assign for validating your change. The status of the user request changes to assigned
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Figure 59 Click on Mark as resolved for solving the user request. Status is now Resolved.
Figure 60 This action can be performed by the caller via the end-user portal, if he has access to it.
Figure 61
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update list for the open requests and the resolved requests. .
The end user is allowed to close resolved request. For this he just has to click on the concerned resolved request and fill the satisfaction form
Figure 62 The end user can also change its own password using the 'icon' button.
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Figure 63 When the TTO is over the defined SLT, the status changes to escalated/tto. When the TTR is over the defined SLT, the status changes to escalated/ttr. In both cases, the user request is displayed in red in the lists of requests. When TTO and TTR reach 75% of the defined SLT, the user request is displayed in yellow in the lists of requests.
Email Notification
iTop provides a notification system that can send emails when the status of a user request is changing. All sent notifications for a given request are visible in the tab Notification. For more details about configuring notifications, look at iTop 1.0 Administrators guide.
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Figure 64
Viewing Incident
There are several ways to access a list of Incidents: Using the Search for Incidents menu in the Explorer menu Using the Shortcuts in the Explorer menu. Those menus display a list of Incidents.
Figure 65 When you click on a given incidents, you get its details page.
Figure 66
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Caller Customer Service Service element Product Impact Priority Urgency Workgroup Agent Related Problem Related Change Closed Last Update TTO escalation deadline TTR escalation deadline Resolution Code Solution User satisfaction
User Comment
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Creating incident
There are several ways to create an incident ticket: either using from a list of incident ticket and selecting New, or from the detail page of another incident ticket and using and selecting New. You can also click on the link New Incident in the Welcome page or in the Incident module. The tab Documents enables you to link existing documents to this request. The tab Contacts enables you to link existing contacts to this request. The tab Related Incidents enables you to link existing Incident to this request.
It is important to make sure that members are assigned to the team corresponding to selected workgroup; else you wont be able to assign this incident to an agent.
Updating incident
You can update an incident ticket at any time using the Modify action, but fields you can modify depend on status of the ticket.
Figure 67 Click on Assign for validating your change. The status of the ticket changes to assigned
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Figure 68 Click on Mark as resolved to validate the status change. New status for this ticket is Resolved.
Figure 69 Click on Close for closing the incident ticket. Status is now Closed. You wont be able to change this ticket anymore.
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Figure 70
Viewing Problem
There are several ways to access a list of Problems: Using the Search for Problem menu in the Explorer menu Using the Shortcuts in the Explorer menu. Those menus display a list of problem.
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Figure 71 When you click on a given problem, you get its details page.
Figure 72 Available Attributes: Attibute Ref Title Description Log Started Status Customer Service Service Category Product Impact Description Unique reference for the ticket starting wiht PTitle for the problem Description for the problem Log area to enter comments and actions performed for this problem Date when the problem was committed Status for this request (New, Assigned, Resolved,Closed) Name of the related customer Service impacted (depends on the customer) Sub service (depends on service) Concerned product if required Impact (A single person, a site, a Department)
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Known errors tab displays all related known errors. Documents tab displays all documentation linked to this problem. Cis tab displays all infrastructures related to this problem. Contacts tab displays all contacts related to this problem. Related Incidents tab displays all incident tickets that are linked to this problem. This allows problem managers to regroup a list of incident with a master problem that represent the root cause of the issue encountered. Notifications tab displays all email notification sent for this problem.
Creating a Problem
There are several ways to create an problem ticket: either using from a list of problem ticket and selecting New, or from the detail page of another problem ticket and using and selecting New. You can also click on the link New problem in the Problem Management module. The tab Documents enables you to link existing documents to this problem. The tab Known Errors enables you to create a known error related to this problem. The tab CIs enables you to link impacted CI to this problem. The tab Contacts enables you to link existing contacts to this problem. The tab Related Incidents enables you to link existing Incident to this problem.
Updating Problem
At Any time you can use the Modify action to update a problem ticket. You can only modify attributes that are allowed for a given status.
Figure 73
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Resolving a problem
When the problem is resolved you can click on button of the details page and select Resolve. A confirmation window open. Click on Resolve to confirm.
Closing an problem
When the resolution of the problem is validated, you can close it. Click on button of the details page and select Close. A confirmation window open. Click on Close to confirm. Once done, you cannot modify your problem any more.
Figure 74 When you click on a given known error, you get its details page.
Figure 75 Available Attributes: Attibute Name Customer Related Problem Description Name for the error Name of the related customer Problem related to this error
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Solution
Cis tab displays all infrastructures related to this known error. Documents tab displays all documents related to this known error. Use full if you want to add more information.
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Figure 78
Viewing Changes
There are several ways to access a list of changes: Using the Search for changes menu in the Explorer menu Using the Shortcuts in the Explorer menu. Those menus display a list of changes.
Figure 79 When you click on a given change, you get its details page.
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Figure 80 Available Attributes: Attibute Ref Title Description Log Planned startup Status Description Unique reference for the ticket starting with CTitle for the change Description for the change Log area to enter coments and actions performed for this change Date when the change is supposed to start Status for this request (New, Assigned, Escalated/TTO, Escalated/TTR, Resolved,Frozen,Closed) Name of the person requesting this change Reason for this change Name of the related customer Team responsible for implementing the change. Person responsible for implementing the change Team responsible for supervising the change. Person responsible for supervising the change Team responsible for approving the change. Person responsible for approving the change. Date when the change ticket was created. Last time the ticket was updated. Date when the change is supposed to end. Date when the change ticket is closed. Impact of this change
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Requestor Reason Customer Workgroup Agent Supervisor Team Supervisor Manager Team Manager Created Last update End date Closed impact
Documents tab displays all documentation linked to this incident. Cis tab displays all infrastructures related to this incident. Contacts tab displays all contacts related to this incident. Related Incidents tab displays all incident tickets that are linked to this incident. This allows support agent to regroup a list of incident with a master incident that represent the root cause of the issue encountered. Notifications tab displays all email notification sent for this incident.
Creating a change
There are several ways to create an change ticket: either using from a list of change and selecting New, or from the detail page of another change ticket and using and selecting New. You can also click on the link New change in the Change module. A wizard prompts you to select the type of change you want to create:
Figure 81 Once selected a form open to create the corresponding type of change
Figure 82 The tab Documents enables you to link existing documents to this change. The tab Contacts enables you to link existing contacts to this change. The tab Related Incidents enables you to link existing Incident to this change. The tab Cis enables you to link impacted CIs to this change
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Validating a change
Click on button of the details page and select Validate. A wizard opens to let you enter Workgroup, Supervisor team, Manager team and Acceptance information
Figure 83 Click on Validate for validating your change. The status of the ticket changes to validated
Rejecting a change
Click on button of the details page and select Reject. In that case you are just prompt to confirm that you want to reject the change
Figure 84 Click on Assign for validating your change. The status of the ticket changes to assigned
Planning a change
Click on button of the details page and select Plan. A wizard opens to let you enter planning information.
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Figure 85 Click on Plan to validate status change. New status for this ticket is planned.
Approve a change
Click on button of the details page and select Approve. A wizard opens to let you enter approval information
Figure 86 Click on Approve for approving the change. Status is now Approved. If you choose to reject a change, it will have to be planned again. Once approved, a change can be implemented, monitored and finished. No additional information will be requested. Once finished, you are not allowed to modify the change any more.
Email Notification
The mechanism is the same as for the incident management, and helpdesk module.
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Figure 88 The tab Service Subcategories displays related subcategories. The tab SLA displays related SLAs. The tab Documents displays related documents. The tab Contacts displays related contacts. The tab Related Contracts displays all contract signed for this service.
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Figure 89 If you click on a given service subcategory, you get its details:
Figure 90
The tab Service Subcategories enables you to create subcategories for this service. The tab SLA enables you to link this service with existing SLAs. The tab Documents enables you to link this service with existing documents. The tab Contacts enables you to link this services with existing contacts. To create a new service subcategory, click on the Service Subcategory tab for a given Service and click on Modify, you can then click on and select New from the list of already existing subcategories.
Managing SLT
A Service Level Target (SLT) defines a metric that that as to be verified and control. In current version of iTop, there are only SLT for ticket management: Time to Own (TTO) : time to assign a ticket to an agent Time to Resolve (TTR) : time to resolve a ticket
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Figure 91 The search drop down menu enables you to refine your search criteria. To create a new SLT: either use from a list of SLT and select New, or from the detail page of another SLT and select New. Following wizard open
Figure 92 You can define: The metric (TTO or TTR) The priority of the ticket concerned by this SLT A Value A unit (minutes, hours, days) The tab SLA defines the SLA using this SLT
Managing SLA
SLA enables you to define the level of service for a given service. They are linked to SLT that are responsible for defining target to measure the quality of service. The menu SLA displays all SLA defined in iTop.
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Figure 93 The search drop down menu enables you to refine your search criteria. To create a new SLA: either use from a list of SLA and select New, or from the detail page of another SLA and select New. Following wizard open
Figure 94 The tab SLT enables you to link this SLA to existing SLT.
Figure 95 When you click on a provider contract you get its details
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Figure 96 CIs tab displays list of infrastructures covered by this contracts, as well as coverage window 24*7,5*8 Contacts tab displays all contacts for this contract and their role. Documents tab displays all documents related to this contract. To create a new Provider Contract: either use from a list of Provider Contract and select New, or from the detail page of another Provider Contract and select New.
Figure 97 When you click on a customer contract you get its details
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Figure 98 CIs tab displays list of infrastructures covered by this contracts, as well as coverage window 24*7,5*8 Contacts tab displays all contacts for this contract and their role. Documents tab displays all documents related to this contract. underpinning contract displays all provider contracts used for delivering this contract. SLA displays all SLA related to this contract. Services are linked to customer contract via the SLA (see Picture XXX)
Figure 99 To start massive import, click on CSV import in the Data administration module. A wizard helps you to massively load you object. First step consists in providing the data you want to load. You can either load them from csv file in the Load from file tab, or copy paste data in the Copy and paste data tab. Whatever method you choose, you can select the Character encoding. The tab Templates provides predefined csv templates for each type of iTop objects. Those templates contain columns with object attributes labels.
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Figure 100 Second step consist in selecting data options. It enables you to: Select the separator Select the text qualifier character If you want to use the first line as a header (used to identify object attributes) If you want to skip beginning of the file The data preview is updated according to your choice.
Figure 101 Third step enables you to select the class of objects to import. The Mappings column define how to map your data with the object attribute. If the header of the csv file used are the good one, the mapping is automatic. The Search? column enables you to define which attributes are used to identify the objects uniquely.
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Figure 102 If you check the Advanced mode on the top right corner, you will be able to import object using their ID. This feature is available only for Administrator users. The fourth step displays the result of the import simulation. Check box at the top enables you to filter the report.
Figure 103 If you are ready to run the import, click on the corresponding button. The fifth step displays the result of the import.
Figure 104 This report is most of the time similar to the simulate report.
Using Audit
Audits in iTop are used to track the consistency of information stored in the application. For instance Do I have servers on production located on a site that is under implementation? This function is key as it make sure that the process of documenting your IT is well followed. The Audit menu in the Data administration module displays in a table all rules and the result of the audit computed real time.
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Figure 105 When you click on # Errors for a given rule, you get a list of objects that are in error.
Figure 106 The administrator guide describes how to create a new rule to be checked.
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