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Content table
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Integiia INS 4.u - Auministiation & useiguiue
PBF veision
1" Euition, 19th Novembei 2u1S
Aitica Soluciones Tecnologicas 2uu9-2u1S
You can see this uocumentation online at http:wiki.integiiaims.com

Content table
Pag S
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1. Content table ............................................................................................................................................................... S
2. What is Integiia .......................................................................................................................................................... 8
About Integiia INS ............................................................................................................................................................. 8
Nain Featuies ....................................................................................................................................................................... 8
Inciuent Nanagement (Ticketing) ............................................................................................................................... 9
Pioject Nanagement .......................................................................................................................................................... 9
Customei Nanagement System (CRN) ...................................................................................................................... 9
Wiki ......................................................................................................................................................................................... 1u
Inventoiy (CNBB) ............................................................................................................................................................ 1u
What uo you neeu to install Integiia INS . ............................................................................................................ 1u
S. Installing Integiia .................................................................................................................................................... 11
Requiieu Bepenuencies ................................................................................................................................................. 11
Installing fiom Souices ................................................................................................................................................... 11
Pievious Installing of the necessaiy Softwaie ..................................................................................................... 11
Bownloauing Souices ...................................................................................................................................................... 12
Installing ............................................................................................................................................................................... 12
Installing in a Web hosteu enviioments ................................................................................................................. 17
Installing thiough Packages ......................................................................................................................................... 18
Installing Integiia INS thiough Bebian (.BEB) package .................................................................................. 19
Installing Integiia INS thiough the .RPN package ( .......................................................................................... 19
Installing Integiia INS on Winuows ......................................................................................................................... 2u
Installing WANP ................................................................................................................................................................ 2u
Installing Integiia .............................................................................................................................................................. 22
Installing the Enteipiise veision ............................................................................................................................... 27
Installing the Enteipiise veision on Winuows .................................................................................................... 28
Installing the Naintenance Sciipt .............................................................................................................................. 29
In 0nix systems .................................................................................................................................................................. Su
In Winuows systems ........................................................................................................................................................ Su
Integiia 0puate .................................................................................................................................................................. S1
0puate with RPN .............................................................................................................................................................. S1
0puate with BEB ............................................................................................................................................................... S1
0puate with Taiball ......................................................................................................................................................... S1
Aftei upuating .................................................................................................................................................................... S2
4. 0seis in Integiia ....................................................................................................................................................... SS
0seis anu uioups .............................................................................................................................................................. SS
0seis ....................................................................................................................................................................................... SS
"Ny usei" Nenu ................................................................................................................................................................. S4
"0sei Repoit" Nenu ......................................................................................................................................................... S9
0sei Repoits ........................................................................................................................................................................ S9
0sei Nanagement (as Auministiatoi) ..................................................................................................................... 4S
Nanaging Roles .................................................................................................................................................................. 48
Content table
Pag 4
Impoit 0seis fiom CSv ................................................................................................................................................... 49
uioups .................................................................................................................................................................................... Su
uioup Nanagement .......................................................................................................................................................... Su
Nail Queue Nanagement ............................................................................................................................................... S2
Piofiles anu 0seis ............................................................................................................................................................. SS
Types of 0seis .................................................................................................................................................................... S4
Flags Table foi ACL ........................................................................................................................................................... S4
S. Inciuent Nanagement ............................................................................................................................................ 6u
Example of Ticketing flow with Integiia ................................................................................................................. 6u
Inciuents status .................................................................................................................................................................. 64
Kinus of 0seis in an Inciuent ....................................................................................................................................... 6S
Inciuent cieatoi ................................................................................................................................................................. 6S
People in chaige of the inciuent ................................................................................................................................. 6S
0sei with Wiiting Access to the Inciuent ............................................................................................................... 66
0sei with Reauing Access to the Inciuent .............................................................................................................. 66
0sei with Nanagement access to the Inciuent ..................................................................................................... 66
0sei closes an Inciuent ................................................................................................................................................... 66
0sei assigneu to an inciuent ........................................................................................................................................ 66
Fiist Steps with an Inciuent .......................................................................................................................................... 67
Types of Inciuents ............................................................................................................................................................. 67
Inciuent Cieation ............................................................................................................................................................... 68
Fiist task with the inciuent: Cieation of the fiist W0 ....................................................................................... 71
Bashboaiu (Nain view) ................................................................................................................................................. 72
Seaich view ......................................................................................................................................................................... 72
Inciuent Statisticsueneial Repoit ............................................................................................................................ 7S
0peiation on the Inciuent ............................................................................................................................................. 77
Customizeu Inciuent Seaiches .................................................................................................................................... 79
SLA Nanagement ............................................................................................................................................................... 8u
Cieation of Inciuents thiough a Web foim ............................................................................................................ 8S
Nanaging inciuents using email ................................................................................................................................. 86
Cieate a new inciuent using email ............................................................................................................................. 88
To auu a new woikunit ................................................................................................................................................... 89
Inciuent 0puate anu Woikunit customization ..................................................................................................... 9u
Nask email auuiesses woikunits ............................................................................................................................... 92
6. Pioject management system ............................................................................................................................... 9S
Piojects anu Tasks ............................................................................................................................................................ 9S
Roles assignment .............................................................................................................................................................. 94
New tasks cieation ........................................................................................................................................................... 9S
Tasks anu costs .................................................................................................................................................................. 96
Tasks anu piojects ueletion .......................................................................................................................................... 97
Pioject management using Task Planning ............................................................................................................. 98
Repoits anu iesults .......................................................................................................................................................... 99
Time Nap Piojects by peison ...................................................................................................................................... 99
Pioject 0veiview ............................................................................................................................................................ 1uu
Task Scheuulei ................................................................................................................................................................ 1u1
Time Nap ........................................................................................................................................................................... 1u2
Inteiactive uantt Biagiam .......................................................................................................................................... 1uS
Task 0veiview ................................................................................................................................................................. 1u4
Betail of Boui Assignation ......................................................................................................................................... 1uS
Cieation of New Woik 0nits ..................................................................................................................................... 1u6
Content table
Pag S
Task Attacheu Files ....................................................................................................................................................... 1u8
Nove Task ......................................................................................................................................................................... 1u8
Task Repoit ...................................................................................................................................................................... 1u8
Task Tiacking .................................................................................................................................................................. 1u9
ueneial Tiacking Repoits .......................................................................................................................................... 11u
Woik 0iueis ..................................................................................................................................................................... 112
Email Notifications ........................................................................................................................................................ 112
Cieation of Notes by email ......................................................................................................................................... 11S
ulobal Task Assignation .............................................................................................................................................. 11S
7. Customei Relationship Nanagement (CRN) ............................................................................................ 11S
Companies Accounts ................................................................................................................................................. 11S
Company ioles ................................................................................................................................................................. 11S
Contacts .............................................................................................................................................................................. 11S
Contiacts ............................................................................................................................................................................ 116
Invoices .............................................................................................................................................................................. 116
Invoice lock ....................................................................................................................................................................... 119
Nain view (Companies) .............................................................................................................................................. 119
Repoits anu listing ........................................................................................................................................................ 121
Leaus .................................................................................................................................................................................... 12S
Cieating a Leau thiough a Web foim .................................................................................................................... 124
Campaigns ......................................................................................................................................................................... 128
Example of a Campaign Cieation ............................................................................................................................ 129
8. Inventoiy .................................................................................................................................................................. 1S2
Cieation of a Type of Inventoiy 0bject ................................................................................................................. 1S2
Cieating an Inventoiy 0bject .................................................................................................................................... 1SS
Inventoiy Seaiches ........................................................................................................................................................ 1S7
Impoiting Inventoiy Bata fiom CSv ...................................................................................................................... 14u
Inventoiy Synchionization with Panuoia FNS ................................................................................................. 14u
Remote Inventoiy baseu on Panuoia FNS agents ........................................................................................... 14S
Remote Inventoiy Inteinal Peifoimance ............................................................................................................ 14S
Installing tentacle_seivei ........................................................................................................................................... 149
Remote Inventoiy Configuiation ............................................................................................................................ 1Su
Configuiing Panuoia FNS agents ............................................................................................................................ 1S1
Inventoiy Customization ............................................................................................................................................ 1S1
9. Knowleuge Base .................................................................................................................................................... 1S2
Intiouuction ..................................................................................................................................................................... 1S2
Knowleuge Base Nanagement ................................................................................................................................. 1S2
Nanaging Categoiies .................................................................................................................................................... 1SS
Nanaging Piouucts ........................................................................................................................................................ 1SS
Cieating a New Aiticle in the KB ............................................................................................................................. 1S4
Cieating a New Aiticle fiom an Inciuent ............................................................................................................. 1S6
KB Peimissions ............................................................................................................................................................... 1S6
1u. File Bistiibution System ................................................................................................................................. 1S8
Intiouuction ..................................................................................................................................................................... 1S8
ueneial view .................................................................................................................................................................... 1S8
Cieating one Categoiy .................................................................................................................................................. 1S9
Access Nanagement ...................................................................................................................................................... 16u
Content table
Pag 6
Cieating a File Release ................................................................................................................................................. 161
11. Newslettei ............................................................................................................................................................. 16S
Issues ................................................................................................................................................................................... 16S
Auuiesses .......................................................................................................................................................................... 164
Senuing Queue ................................................................................................................................................................. 164
Newslettei WEB visualization ................................................................................................................................. 166
Newslettei Subsciiption Foim ................................................................................................................................. 167
Newslettei 0n-subsciibing Foim ............................................................................................................................ 169
12. Wiki .......................................................................................................................................................................... 17u
Basic syntax ...................................................................................................................................................................... 17u
Beaueis .............................................................................................................................................................................. 17u
0iueieu anu 0noiueieu list ...................................................................................................................................... 17u
Links, images anu exteinal files ............................................................................................................................... 171
Images ................................................................................................................................................................................. 172
Table of Contents ........................................................................................................................................................... 172
Piefoimatting Coue ................................................................................................................................................... 172
Boiizontal bai ................................................................................................................................................................. 17S
Avoiuing WIKI inteipietei ......................................................................................................................................... 17S
BTNL Coue ....................................................................................................................................................................... 17S
Blank lines ......................................................................................................................................................................... 17S
Wiki menu ......................................................................................................................................................................... 17S
Wiki iights management ............................................................................................................................................ 174
1S. Configuiation ....................................................................................................................................................... 176
Configuiation Items ...................................................................................................................................................... 177
ueneial Configuiation .................................................................................................................................................. 177
visual Configuiation ..................................................................................................................................................... 178
Passwoiu Policy Setup ................................................................................................................................................. 178
Inciuent Setup .................................................................................................................................................................. 179
E-mail configuiation ..................................................................................................................................................... 181
ENail Templates ............................................................................................................................................................. 184
Nenu visibility ................................................................................................................................................................ 186
Inventoiy ........................................................................................................................................................................... 187
Authentication ................................................................................................................................................................. 188
CRN ...................................................................................................................................................................................... 19u
0lu Bata Nanagement .................................................................................................................................................. 192
Pioject Nanagement ..................................................................................................................................................... 192
System Tools .................................................................................................................................................................... 19S
Tianslate stiings ............................................................................................................................................................ 19S
System global news Nanagei .................................................................................................................................... 19S
SQL Nanagei .................................................................................................................................................................... 196
File managei ..................................................................................................................................................................... 196
Links .................................................................................................................................................................................... 196
System Events ................................................................................................................................................................. 197
Auuit Log ............................................................................................................................................................................ 197
Eiioi Log ............................................................................................................................................................................ 198
Aleit anu notifications system ................................................................................................................................. 198
0ffline upuate .................................................................................................................................................................. 198
14. Integiia exteinal API ........................................................................................................................................ 2u1
Content table
Pag 7
Secuiity ............................................................................................................................................................................... 2u1
White list IP authentication ....................................................................................................................................... 2u1
Authentication with passwoiu ................................................................................................................................. 2u2
1S. API functions ........................................................................................................................................................ 2uS
Retuining infoimation about Integiia INS ......................................................................................................... 2uS
Inciuents ............................................................................................................................................................................ 2uS
get_inciuents .................................................................................................................................................................... 2uS
get_inciuent_uetails ....................................................................................................................................................... 2u4
cieate_inciuent ................................................................................................................................................................ 2u4
upuate_inciuent .............................................................................................................................................................. 2uS
uelete_inciuent ................................................................................................................................................................ 2uS
Woikunits .......................................................................................................................................................................... 2u6
get_inciuent_woikunits ............................................................................................................................................... 2u6
cieate_woikunit .............................................................................................................................................................. 2u6
Files ...................................................................................................................................................................................... 2u7
get_inciuent_files ............................................................................................................................................................ 2u7
uownloau_file ................................................................................................................................................................... 2u8
attach_file .......................................................................................................................................................................... 2u8
uelete_file ........................................................................................................................................................................... 2u9
0seis .................................................................................................................................................................................... 2u9
cieate_usei ........................................................................................................................................................................ 2u9
valiuate_usei .................................................................................................................................................................... 21u
Leaus .................................................................................................................................................................................... 21u
cieate_leau ........................................................................................................................................................................ 21u
0theis .................................................................................................................................................................................. 21u
get_inciuent_tiacking ................................................................................................................................................... 21u
get_inciuents_iesolutions ........................................................................................................................................... 211
get_inciuents_status ...................................................................................................................................................... 211
get_inciuents_souices ................................................................................................................................................... 212
get_gioups ......................................................................................................................................................................... 21S
get_useis ............................................................................................................................................................................ 21S
get_stats .............................................................................................................................................................................. 214
get_inventoiies ................................................................................................................................................................ 21S
get_last_cion_execution ............................................................................................................................................... 216
get_num_queueu_emails ............................................................................................................................................. 216
16. API Extension ...................................................................................................................................................... 217
Examples of API functions ......................................................................................................................................... 217
Example of function that ietuin a single value ................................................................................................. 217
Example of function that ietuins a list of values .............................................................................................. 217
17. Extension system ............................................................................................................................................... 219
Extension Nenu .............................................................................................................................................................. 219
Cieating an Extension Nenu ..................................................................................................................................... 219
Setup extensions ............................................................................................................................................................ 22u
Cieating a setup extension ......................................................................................................................................... 22u
Tab extensions ................................................................................................................................................................ 221
Cieating a tab extension .............................................................................................................................................. 221
Available tab lists ........................................................................................................................................................... 222

What is Integiia
Pag 8

$" !"#$ &' ()$*+,&#
Integiia INS is a softwaie tool foi the complete management of oiganizations
anu teams. INS aie acionyms foi "ITIL Nanagement System", that means,
Integiia is useful to manage an oiganization fiom ITIL viewpoint |1j
In a moie functional level, we can uefine Integiia as a tool to manage piojects,
human iesouices, houis assignmenttime tiacking, inciuent tiacking
(ticketing), combineu with a compiehensive inventoiy system anu a CRN
system (Client managei), a Wiki, task assignment management, a Knowleuge
Base, a file uistiibution system anu othei functionalities. All of them via Web,
multiuseimultipiofile.
Theie is an "Enteipiise" (not fiee) pait on Integiia, it auus a poweiful ACL
system, baseu on usei, gioup anu piofile, to contiol the access to the uiffeient
elements of Integiia.These aie the featuies that makes the uiffeience between
the 0penSouice anu the Enteipiise veisions.
%&'() *+),-./0 *12
Integiia INS was oiiginally uesigneu as a bugs inciuenttiacking system,
simple but oiienteu to be multiusei anu multigioup, with suppoit foi uifeient
piofiles anu auuit inteinal capacity. Integiia was a paitial ueiivative of the
pioject Panuoia FNS.
The fiist veision (v1.u) was ieleaseu in 2uu7, but it was less moie than an
inteinal pioject with 0penSouice coue that was ieleaseu at Souicefoige. Latei,
theie weie moie veisions (1.1, 1.2, 2.u y 2.1) between 2uu8 anu 2u1S, until
with veision 4.u we have closeu an stable anu matuie veision aftei many
yeais using it in oui clients anu also inteinally.
Integiia INS is uevelopeu by a company fiom Nauiiu, Spain,|Aitica STj.
The official page is http:integiiaims.com.
10/+ 3,0)(.,4
! Inciuent Nanagement (ticketing)
! Pioject Nanagement,
! Time Nanagement (Time tiacking)
! knowleuge management(Knowleugue Base).
What is Integiia
Pag 9
! Inventoiy system (cmub)
! Agenua.
! Wiki.
! Nanagement of Leaus, contiacts, contacts anu invoices (CRN).
! Softwaie uownloaus centializeu enviionment.
! Employee Contiol
Integiia is a tool that can be useu in "onsite" moue (installeu in a Winuows oi
Linux seivei), oi as seivice, in a hosting (SAAS moue). It is a 1uu% web tool,
with a usei inteiface tianslateu to seveial languages (Spanish, English,
Chinese, Poituguese,Russian, Fiench; Italian among othei languages).
Next aie uetaileu the main featuies of each one of the Integiia INS
functionalities
*+5/6,+) 10+0-,7,+) 89/5:,)/+-;
Integiia INS implements a management system foi business inciuents oi
ticketing. It can be useu in Softwaie uevelopment piojects, like helpuesk tool
oi auapteu to youi neeus to attenu any neeu of inteiaction with clients oi
useis. It allows notification by mail in both uiiections, incluueu the ticket
cieation thiough email. It has a complete web inteiface, a simplifieu WEB
inteiface anu an inteiface foi mobile uevices. It is possible to cieate inciuence
customizeu types with customizeu fielus foi each type. With Integiia you can
implement a veisatile methouology (KANBAN) oi a moie classic system of
ticket management.
It is possible to uo a uetaileu monitoiing of each status of the inciuence, its
total time, anu the SLA fulfillment level.The system has also available a tool to
measuie the client satisfaction level.
<.'=,5) 10+0-,7,+)
Integiia can be useu to uo a pioject classic methouology (baseu on uantt,
milestones anu tasks) oi also on agile methouologies (SCR0N). It has available
seveial types of iepoits anu metiics baseu on time anu costs.
It allows to uefine ioles anu costs. At each iole it integiates simultaneously the
planning with the cost anu time assignment. ALl upuates aie notifieu via email.

>(4)'7,. 10+0-,7,+) 2?4),7 8>@1;
What uo you neeu to install Integiia INS .
Pag 1u
It is by itself a fully functional CRN. It incluues newslettei management. It is
useu to manage client accounts, contacts, contiacts, leaus, anu it has an issueu
invoices management that is integiateu in the system.
A/:/
A Wiki is a well known system (think in Wikipeuia!), to shaie anu publish
infoimation anu tiack changes. It's easy, fast anu veiy useful. Now Integiia
gives you a full featuieu wiki, with access contiols enableu, to use in youi
team.
*+B,+)'.? 8>1CD;
Integiia integiates a flexible inventoiy system, wheie the types of objects, the
fielus anu the ielationships between them aie uefineu by the auministiatoi.
This allows fiom managing a uevice stock in a simple way, to implement a
CNBB with uata that alieauy exists in its company. The inventoiy system is
linkeu (optionally) to the CRN anu to the Ticketing system.
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Integiia is a tool uevelopeu in PBPS anu that uses NySQL as uatabase.
ApachePBP is useu as WEB application engine. It coulu be installeu in any
seivei (Linux, Winuows, Solaiis), pioviueu it suppoits PBPS anu
NySQL |2j,that installs all the necessaiy in oiuei Integiia woiks.
If you uownloau the vmwaie image oi the installation CB will have a system
ieauy to woik baseu on Cent0S Linux. It is also possible to configuie Integiia
INS in Winuows enviionments , using WANP metapackage
Foi moie infoimation about the installation, please visit Installation chaptei
Installing Integiia
Pag 11
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Integiia INS is PBP application that neeus a NySQL uatabase to woik. Actually,
it only suppoits NySQL anu neeus a PBP S.2 oi highei veision (uue to its
intensive use of A}AX between othei ieasons). Integiia INS is a fully Web
application, so you coulu install it in a seivei anu to have access to it fiom any
woik place with an upuate biowsei (Fiiefox, oi Inteinet Exploiei fiom veision
6). The minimum iesolution to woik is 1u24x768.
The giaphs use Flash anu you coulu neeu a complement to visualize them.
Integiia INS can woik on Winuows, 0nix oi Linux pioviuing it has theii
uepenuencies fulfilleu. Bowevei, oui favoiite platfoim is Cent0s Linux.
All the uepenuencies neeueu that oui system shoulu have foi the coiiect
peifoimance of Integiia INS aie:
php php-cli php-gd php-intl curl php-ldap php-imap php-mysql php-mbstring php
It will be necessaiy to iestait the apache seivei once the changes have been
uone:
service httpd restart
We can uo the installation in a manual way thiough souices (.tai.gz), packages
.BEB foi systems baseu on Bebian, oi .RPN foi Suse, Bat Enteipiise Linux,
Feuoia anu Cent0S, oi also uownloauing the coue of the uevelopment veision,
using the SvN (Subveision).
Integiia INS can also be installeu on 1/5.'4'H) A/+6'I4 JG,.0)/B, 2?4),74,
thiough WANP package Seivei|1j,that installs Apache, PBP S anu NySQL in
the opeiative System
*+4)0KK/+- H.'7 2'(.5,4
<.,B/'(4 *+4)0KK/+- 'H )L, +,5,440.? 2'H)I0.,
You shoulu have at least the tai tool to unzip the installation "taiball" package.
Bon't foiget to install !"#$%&!'()*+ -). (/ 0("&!%+ /"1/'11 -11 23% ')!2-11-2'() 4&%5
&%6"'!'2%! 4&%$'("!17 8%)2'()%.9
Installing Integiia
Pag 12
C'I+K'06/+- 2'(.5,4
We will neeu to uownloau the taiball fiom the last veision of Integiia INS. In
oiuei to uo this, we have two options: the fiist one is to uownloau the 92-&9:; of
the last veision fiom Souicefoige |2j,anu the seconu one is to uownloau the
ueveloping veision thiough the Subveision client (svn) using the commanu
line:
svn co https://svn.code.sf.net/p/integria/code/trunk/ integria

It is iecommenuable to execute this commanu in the web publication uiiectoiy
uiiectly (<!&$<===<32.(0!< paia Suse o <$-&<===< paia 0buntuBebian)
because the unzippeu veision will be uownloaueu in that foluei anu we can
follow with the installation fiom theie.
*+4)0KK/+-
0nce we have the installing taiball, foi example in <284, we uo ioot:
su -
Anu we go to the web publication web uiiectoiy (<!&$<===<32.(0!< foi Suse
oi <$-&<===< foi 0buntuBebian) to unzip the package:
cd /var/www/ tar xvzf /tmp/IntegriaIMS-xxx.tar.gz
Changing the peimissions to the uiiectoiy shoulu be piopeity of the web
seivei usei:
Foi example, in Bebian systems:
chown -R www-data /var/www/integria
Now we shoulu go via web to youi seivei IP auuiess to continue with the
Integiia INS installing. This pait of the installation is useful to cieate the
Integiia uatabase anu to configuie the access cieuentials (usei, passwoiu anu
BB name) to the BBBB fixeu by the usei:
Installing Integiia
Pag 1S
http://ip_servidor/integria/install.php http://ip_servidor/integria/trunk/install.php (si se
ha optado por descargar usando svn)
We follow the installing steps:



Installing Integiia
Pag 14



Click on Next, accept the license anu we piess the following:



This scieen veiifies that all iequiieu uepenuencies aie installeu coiiectly:
Installing Integiia
Pag 1S



Beie we will set the NySQL access cieuentials so that the installei is able to
cieate the new uatabase Integiia:
Installing Integiia
Pag 16

Installation complete



Aftei completing all the steps, we will have successfully completeu the
installation of INS anu Integiia anu can access the system. Remembei
cieuentials (useiname anu passwoiu) by uefault aie ' aumin' with passwoiu
'Integiia'.
Installing Integiia
Pag 17
http://ip_servidor/integria/index.php

*+4)0KK/+- /+ 0 A,& L'4),6 ,+B/.'7,+)4
Befault install of Integiia assumes you have ioot account to cieate the Integiia
uatabase anu make the automateu install. This section uesciibe the way on
how to uo the "manual" installation, useu foi example, in a web hosteu
enviionment.
! MJ9N: Some hosteu enviionments uon't have compileu PBP INAP
mouule iequiieu foi email inciuent management featuie.
Fiist, you neeu to get the Taiball anu uecompiess in a tempoial uii, foi
example:
tar xzf integria_xxxx.tar.gz
This will cieate a uiiectoiy calleu "tiunk" in youi cuiient uiiectoiy. Nove it to
youi web publishing uiiectoiy, unuei a new uiiectoiy, foi example "integiia":
Installing Integiia
Pag 18
mv trunk /srv/www/htdocs/integria
Youi hosting enviionment shoulu have a full installation of PBP S.x (this
incluues some extensions like gettext, json, mysql, luap, mbstiing anu zlib).
uiaphviz is also iequiieu to the "tiee" giaphs.
You neeu to cieate the uatabase with the mechanism youi hosting pioviue.
Aftei that you will have a uatabase host, uatabase usei, uatabase passwoiu
anu uatabase name.
Impoit these two files (in this oiuei) in youi new uatabase:
integria_db.sql integria_dbdata.sql
This coulu be uone by using the mysql cli commanu line :
mysql -u user -p -D databasename -h hostname
<It will ask your password> mysql> use pandora; mysql> source integria_db.sql; mysql> source
integria_dbdata.sql;

Aftei that, you will neeu to euit the file "incluueconfig.inc.php" auuing these
lines, with the values you have in youi setup:
$config["dbname"] = "integria"; // MySQL DataBase name $config["dbuser"] = "integria";
$config["dbpass"] = "integria"; // DB Password $config["dbhost"] = "localhost"; // DB Host
$config["homedir"] = " /srv/www/htdocs/integria/"; // Config homedir $config["base_url"]
= "http://mydomain.net/integria"; // Public URL
Save the file oi iename it as "incluueconfig.php" anu give it peimissions only
foi ieau to youi web application (usually apache oi http).
Belete install.php anu pioceeu to entei to integiia:
http://youraddress/integria
*+4)0KK/+- )L.'(-L <05:0-,4
Fiist we shoulu get the Integiia installing packages, that coulu be uownloaues
fiom |Sj.You shoulu uownloau the packages foi theii uistiibution, the .ueb foi
Installing Integiia
Pag 19
Bebian0buntu oi the .ipm fio SuseReu Bat Enteipiise
LinuxFeuoiaCent0S.
*+4)0KK/+- *+),-./0 *12 )L.'(-L C,&/0+ 8"CND; G05:0-,
Integiia installation fiom the .ueb package is veiy simple. You will only neeu to
execute as ioot the following commanu:
dpkg -i IntegriaIMS_xxx.deb

If you uon't have Inteinet connection anu you have left uepenuencies not
filleu, then it'll be necessaiy to uownloau the uepenuencies anu next to install
the packages. If on the contiaiy we have Inteinet, anu theie is any uepenuency
not iesolveu, we execute:
apt-get -f install
This commanu will tiy to uownloau all the necessaiy packages that aie
missing to install Integiia in the system. 0nce the necessaiy uepenuencies
have been installeu, it'll be possible to install the Integiia package.
Aftei installing the package, it will show us a message like this in the commanu
line:
>1%-!%+ )(=+ 4(')2 7("& #&(=!%&
2( 3224?<<7("&@'4@-..&%!!<')2%:&'-<')!2-119434 -). /(11(= -11 23% !2%4! .%!0&'#%.
() '2
Fiom heie, we will follow the same steps that we saw in the installing via web
fiom the souices, wheie we'll configuie the NySQL cieuentials to cieate the
Integiia INS uatabase.
*+4)0KK/+- *+),-./0 *12 )L.'(-L )L, "@<1 G05:0-, 8
This is valif foi Cent0S, Reuhat, S0SE, 0penSuse anu all systems using RPN
packaging. 0nce the package have been uownloau, you can install Integiia FNS
executing as ioot following commanu:
rpm -i IntegriaIMS-xxx.noarch.rpm
Installing Integiia
Pag 2u
Same as with the .ueb packages installing, you shoulu solve the uepenuencies
that aien't filleu when tiying to install the package. When you finish to install
the package thiough the commanu line, you will be notifieu that it shoulu be
continue thiough an exploiei. We shoulu follow the same steps that with the
installation via web fiom souices to cieate the uatabase on which Integiia INS
will be suppoiteu.
*+4)0KK/+- *+),-./0 *12 '+ A/+6'I4
*+4)0KK/+- A%1<
To install Integiia on Winuows 0peiative system, we shoulu use the WANP
Seivei metapackage |4j that installs all the things necessaiy in oiuei Integiia
coulu execute coiiectly. This is, a seivei NySQL, Apache anu PBP.0nce
uownloaueu, we execute it anu follow the necessaiy steps to install it.

Foi WANP woiks piopeily you must have installeu the Reuistiibutable
Package visual C++ 2u1u SP1.



In some systems the veision 2.2 can cause pioblems, if so, tiy installing the
veision 2.1.



Installing Integiia
Pag 21



Fiist will be fix a ioot passwoiu foi NySQL,that we will use latei to install the
Integiia uatabase.To uo this, we go to 434A7B.8') thiough the WANP icon,
which will open us an exploiei fiom we coulu manage the NySQL.Piess
on >&'$'1%.:%! anu euit the ioot usei.

Installing Integiia
Pag 22



In the ioot usei configuiation, in C3-):'): 4-!!=(&. we shoulu fix the
passwoiu that this usei will use to connect to NySQL. It will be necessaiy to
iestait the NySQL anu the Apache seivei to the changes will apply.




*+4)0KK/+- *+),-./0
Next, we shoulu uownloau the Integiia 92-&9:; fiom souicefoige |Sj.We can
also uownloau the coue fiom the svn, using a Subveision client foi Winuows,
foi example ToitoiseSvN, that we can uownloau fiom souicefoige |6j.
We cieate a uiiectoiy nameu Integiia in the ===uiiectoiy of the WANP
seivei
C:\wamp\www\integria
If you have installeu the WANP seivei in othei place that wasn't the location
by uefault (C?D=-84), this path will change.
Installing Integiia
Pag 2S
Now, unzip the integiia taiball anu copy all the files that aie in
the 2&")E uiiectoiy to the new uiiectoiy that we have cieateu. If the uownloau
has been uone thiough subveision, we shoulu copy the content of the 2&")Efile
of the oitoiseSvN, uownloau uiiectoiy to the WANP seivei publication
uiiectoiy, wheie we have pieviously cieateu the integiia uiiectoiy.

Fiom this point, same as with the othei systems, we have access thiough an
exploiei to continue with the Integiia installation anu coulu cieate the
Integiia uatabase:
http://ip_servidor/integria/install.php
Wheie "ip_seiviuoi" can be "localhost" if we aie in oui own machine.
Piess on next anu accept the license;

Installing Integiia
Pag 24



In the following scieen will be shown the uepenuencies that aie coiiectly
installeu oi if on the contiaiy iemain uniesolveu oi aien't coiiectly installeu.
Bepenuing on this, it will be necessaiy to have access to the WANP PBP
extensions anu activate the ones that iemain uniesolveu. Foi example, if you
say that uoes not have suppoit foi uettext: access the menu of WANP (in the
icon tiay), anu on the "PBP extensions" locate anu select the extensions that
aie missing, as seen in the scieenshot below :

Installing Integiia
Pag 2S





Beie you can see how we have finally solveu all the pioblems. Note that by
uefault giaphviz veiifies if is installeu in "c:\piogiam filesgiaphviz 2.28". If
Installing Integiia
Pag 26
you have it installeu somewheie else anu fails, uon't woiiy, make suie you
have giaphviz in the system path anu, if necessaiy, iestait WANP.




0nce all the uepenuencies have been iesolveu, click on next anu in this scieen
we shoulu intiouuce the ioot passwoiu that we configuieu befoie in
PBPNyAumin.We piess on the following one, anu, if all goes well, it shoulu
have cieateu the new uatabase wheie Integiia will be baseu.

Installing Integiia
Pag 27



Click on next anu once the installation is finiseu, we coulu have access to the
Integiia login scieen thiough an exploiei, wiiting:

http://ip_servidor/integria/index.php
We coulu have access to Integiia thiough the -.8')usei anu the uefault
passwoiu ')2%:&'-.
*+4)0KK/+- )L, N+),.G./4, B,.4/'+
0nce we have the file compiesseu with the Enteipiise pait of Integiia, foi
example F)2%:&'-FAG@%)2%&4&'!%@HHH92-&9:;, we shoulu woik in a similai way as
you uiu foi the installing fiom the souices. Foi it, uncompiess the taiball:
su - cd /tmp tar xvzf IntegriaIMS_enterprise_xxx.tar.gz
0nce it has been unzip, it will cieate a file calleu %)2%&4&'!% that we will move
into the ')2%:&'-file that is in the publication uiiectoiy
Installing Integiia
Pag 28
Foi Bebian0buntu, just install the package:
dpkg -i integriaims_enterprise_xxxx.deb
Foi Suse Cent0S Reuhat, just install the package:
rpm -i integriaims_enterprise_xxxx.rpm
The last step is to open a web biowsei anu intiouuce:
http://server_ip_address/integria/



We accept the license anu with this we will have Integiia INS installeu with
the enteipiise veision.
*+4)0KK/+- )L, N+),.G./4, B,.4/'+ '+ A/+6'I4
Installing Integiia
Pag 29
The enteipiise veision installation on Winuows is uone fiom the compiesseu
file. Foi it, unzip the file anu copy the enteipise file in the === uiiectoiy that
is in oui WNPS seivei installation. If, foi example, this is installeu int
the C?Duiiectoiy, we shoulu copy the file in C?D=-84D===D')2%:&'-.

We open the exploiei with the auuiess:
http://ip_servidor/integria/
Anu accept the enteipiise license as we showeu in the pievious section, so we
have now the enteipiise veision installeu.
*+4)0KK/+- )L, 10/+),+0+5, 25./G)
Integiia senus the mails anu uoes ceitain "automatic" opeiations in an
scheuuleu way. Foi it /)O4 +,5,440.? )' 0()'70)/P, 0 G.'5,44 /+ '.6,. /)
I'(K6 &, ,Q,5(),6 ,B,.? R 7/+(),4. If you uon't uo this,some impoitant
Integiia opeiations (such as senuing emails) won't woik.
If you have install the package fiom .BEB oi .RPN this sciipt is alieauy
installeu in youi system, so you can skip this section. If you have installeu it
fiom taiball oi souices you shoulu uo it manually.
Installing Integiia
Pag Su
In 0nix this is uone auuing a task to the cion, as follows:
*+ S+/Q 4?4),74
As ioot, cieate a new file calleu T,)5T5.'+"6T/+),-./0
# Execute Integria CRON each 10 minutes. 10,20,30,40,50,59 * * * * root php5
/srv/www/htdocs/integria/include/integria_cron.php
If you have installeu Integiia in othei uiffeient uiiectoiy, foi example. in
0buntu, the complete path will be uiffeient, foi example:
# Execute Integria CRON each 10 minutes. 10,20,30,40,50,59 * * * * root php5
/var/www/integria/include/integria_cron.php
Befoie going on, check that it woiks, executing fiom commanu line, as ioot the
complete oiuei, foi example:
php5 /srv/www/htdocs/integria/include/integria_cron.php
The sciipt shoulun't ietuin anything.
It's possible that in youi system the php inteipietei isn't calleu 'phpS' but
'php'. Check this if you have any pioblem anu change phpS by php in all the
oiueis showeu pieviously.
*+ A/+6'I4 4?4),74
If you aie using XP oi Winuows 2uuu, you shoulu look foi the Winuows 2uuS
oi highei SCBTASKS commanu to coulu piogiam a call to a commanu eveiy 1u
minutes. You coulu uownloau it fiom Niciosoft
http:www.miciosoft.comiesouicesuocumentationwinuowsxpallpiou
uocsen-usschtasks.mspx.mfi=tiue
Anu you shoulu cieate an entiy in the task scheuulei of the following one
SCHTASKS /create /SC minute /MO 10 /TN Integria /TR "C:\wamp\bin\php\php5.3.5\php-cgi.exe
c:\wamp\www\integria\include\integria_cron.php" /RU system
(The paths can change uepenuing on theii WANP veision)
Installing Integiia
Pag S1
This uses the task scheuulei to execute the sciipt integiia_cion.php eveiy 1u
minutes.
*+),-./0 SG60),
We consiuei upgiauing (upuate), the piocess of "applying latest changes" oi
patches on an alieauy functional installation. This is consists basically to
"ieplace" the new coue files ovei olu.
The piocess is simple, anu can be uesciibeu in thiee steps.
1. Bownloau the package (taiball foimat) oi in. RPN oi. BEB 2. 0puate. S.
Check that all founu well.
The seconu step (upuate), will change uepenuing on if is RPN, BEB oi Taiball
foimat.
SG60), I/)L @<1
Wiite the commanu:
rpm -U nombre_paquete.rpm
SG60), I/)L CND
Wiite the commanu:
dpkg -i nombre_paquete.deb
SG60), I/)L 90.&0KK
!"#$%&#"'$
It uepenus on wheie you installeu oui Integiia. Suppose that is
in<$-&<===<3281<')2%:&'-. Suppose that have in tmp the taiball that have
been uownloaueu fiom the web. Wiite the following commanus as ioot:
cd /tmp tar xzf xxxxxxx.tar.gz cd trunk ./integria_update -p /var/www/html/integria
Installing Integiia
Pag S2
This copies the contents of all the souice files, oveiwiiting the
cuiient <$-&<===<3281<')2%:&'- anu tiying to change the ownei gioup of
the web seivei usei.
(#")*+,
0pen the file with a tool taiball hanuling compiesseu files like "winzip" oi
"winiai", locate wheie you installeu Integiia uiiectoiy anu oveiwiite those
files with the contents in the tai.gz file
%H),. (G60)/+-
Check, in the footei of the application that have changeu the veision anuoi
builu fiom the veision I hau befoie. This is an inuicatoi that the application
has been upuateu successfully.
0seis in Integiia
Pag SS
U" !"#$" &' (')#*$&+
S4,.4 0+6 V.'(G4
0ne of the Integiia INS most impoitant featuies is that it can woik with
seveial gioup of useis anu that each gioup "see only it's business".These
gioups of useis coulu be uepaitments, clients oi companies. These featuies
aie usually known as 1(K)/),+0+) enviionment.
In oiuei to implement this, we uistinguish between thiee key concepts:
! uioup:0ne gioup is a gioup of useis with visibility between them. 0ne
gioup coulu be a "uepaitment", a "client" oi a "company" uepenuing on
the context of the use of Integiia.
! Piofile: Befines a list of piivileges, foi example: access to the agenua, oi
to have access to cieate inciuents, oi to be pioject managei.
! 0sei: An Integiia usei is an usei to entei in the application via WEB.
This usei has assigneu one oi seveial gioups, thiough the piofile
assignment, so one usei coulu be pioject management in one gioup anu
inciuent opeiatoi in othei oi be only pioject management in one gioup.
0ne usei has nothing to be with a contact (contacts aie useu in Integiia
CRN system).


The most impoitant featuies of the Enteipiise veision in ielation with the
0penSouice aie the Nultitenant functionality anu the peimission
management


As functionalities in Integiia (ticketing, piojects, wiki, etc) aie veiy uiffeient
between them, the management anu implication of the piofiles in one oi
anothei case can be veiy uiffeient. That is, the way the access piofile is applieu
to one inciuent oi to one pioject is veiy uiffeient. All the issues ielateu with
usei piofiling aie explaineu in uepth in the Piofile anu usei iight section, at
the bottom of this chaptei.
S4,.4
0seis in Integiia
Pag S4
To coulu auu people to the piojects, inciuents, etc, they shoulu be as useis in
the Integiia INS system. Each usei coulu have uiffeient piofiles in uiffeient
gioups (inciuent managei foi a company, paiticipant in one pioject, etc) anu
thanks to these piofiles it will have some specific piivileges on the system anu
on the featuies of Integiia to which he is assigneu. 0seis coulu be fiom
uiffeient gioups anu have uiffeient ioles in each of them, as has been
mentioneu befoie, they can be iesponsible of the inciuents of the company A
anu paiticipants in a pioject of the company B.
Insiue the S4,.4 menu you can manage all things ielateu to useis, see the
useis, euit them, see iepoit with usei woiklogs, task assigneu to the usei, ioles
anu existing gioups, etc. This sections has uiffeient sub-sections, some aie
accessible by the auministiatoi oi gioup leauei, anu othei aie accessible by
all useis. Some sections allows the usei to peifoim some actions uepenuing on
the usei cieuentials.
W1? (4,.W 1,+(
-*)#./ !,12
In the fiist submenu, theie is an option to mouify the usei piopeities. Beie we
can change youi usei, mouifying the name, email, passwoiu, etc. We coulun't
change youi "usei IB" oi the usei shoit name, so it is unique anu it isn't
possible to change it once it is uefineu.
The usei language "ignoies" the uefineu language in a global level, that means
that if the usei uefines his own language, it will use this insteau of the system
language.
This woulu be one view of the usei configuiation scieen:

0seis in Integiia
Pag SS



Some fielus give infoimation, foi example the usei iu anu the n of total
inciuents openeu.
(! 314*25
This option is only shown if we have access to the pioject system.
It shows a monthly timetable with the houis assignment of oui usei. This
allows to see in uiffeient colois the W0 assigneu to inciuents an its uuiation
anu the W0 assigneu to piojects.

NQ07GK, 'H AS I/)L G.'=,5) L'(.4

0seis in Integiia
Pag S6




NQ07GK, 'H AS .,G'.) I/)L /+5/6,+) L'(.4
In case of being mixeu houis it will be shown with an alteinative coloi.


0seis in Integiia
Pag S7



(! 314*25
This option will be shown only if we have access to the pioject system.
It shows a monthly scheuule with the houi assignment foi oui usei. This
allows to see in uiffeient colois the W0 assigneu to inciuents anu its uuiation
anu the W0 assigneu to piojects.
NQ07GK, 'H AS I/)L G.'=,5) L'(.4

0seis in Integiia
Pag S8



NQ07GK, 'H AS I/)L /+5/6,+) L'(.4
In case theie aie mixeu houis it will be shown with anothei coloi.

0seis in Integiia
Pag S9



WS4,. @,G'.)W 1,+(
S4,. @,G'.)4
In the siue menu of S4,. @,G'.) theie aie foui sections available:
! Exhaustive iepoit
! Nonthly iepoit
! Annual Repoit
! Custom iepoits
! Scheuule iepoits
Any of this sections will senu iepoits uepenuing on the aspect selecteu, anu
theie aie links in them to see the iepoits in giaphic moue anu in scheuule
moue.
6$78',5#91 314*25

0seis in Integiia
Pag 4u



In the >'7GK,), .,G'.) of the siue menu S4,. .,G'.) is showeu the activity
of one usei in all piojects. The table has the following infoimation:
! Pioject: Name of the pioject
! Bouis of the 0sei : Bouis the usei has assigneu to this pioject, in his
tasks as a whole.
! Total of the Pioject: total of houis assigneu in the pioject by all useis.
! %: Peicentage that iepiesents the woik that the usei has uone.
Besiues, it's possible to piess on the pioject name to go to its uesciiption page.
In the selection boxes at the uppei siue of the foim, you can select othei usei
anu othei uiffeient uate, by uefault aie the usei connecteu anu the cuiient
uay.
0seis in Integiia
Pag 41
-*"57:/ 314*25




In the section 7'+)LK? .,G'.) of the siue menu (4,. .,G'.) is showeu the
activity of each usei. The table has the following uata:
! 0sei IB: 0sei iuentifiei.
! Repoit: woik units: Link to the uetail view of the usei woik units.
! Scheuule view: Link to the usei scheuule view
! ueneial giaph view: Pie chait view: pie chait with the houis uistiibuteu
in pieces.
! Total of houis foi this month: Total of houis assigneu to the cuiient
month
! Assigneu this month: Total of money assigneu in the cuiient month
It has a selection box wheie you can change to othei month.
NQ07GK, 'H 1'+)LK? V.0GL

0seis in Integiia
Pag 42



;""'8: 314*25

0seis in Integiia
Pag 4S



In the section %++(0K .,G'.) of the siue menu S4,. .,G'.) is shown an
scheuule with the activity of one usei uuiing the the whole yeai. In the
scheuule the uays of vacations , woik an inciuences aie highlighteu. The
annual scheuule allows to show the n of woikunits assigneu this uay if you
leave the mouse pointei on it. If you click on them, you coulu see them on
uetail, as a uiill-uown.
You can have access to the monthly iepoit foi this usei by clicking on the
coiiesponuing month.
You have a selection box wheie you can change to anothei usei if you have
piivileges to see this infoimation.
<',5*= 214*25,

0seis in Integiia
Pag 44



In the section >(4)'7 .,G'.)4 of the siue menu S4,. .,G'.) appeai a list with
the custom iepoits cieateu befoie. Fiom that list is possible to see the iepoit
fiom the navigatoi oi uownloau it on >IJ oi CGK foimat. The iepoits will be
cieateu with an GLM sentence, foi this it will be necessaiy to know the
uatabase schema.
>?71)':1 214*25,




In the section 25L,6(K, .,G'.)4 of the siue menu S4,. .,G'.) appeai a list
with the scheuuleu iepoits cieateu befoie. Fiom this list, eveiy iepoit can be
uownloaueu on>IJ foimat, but the moie impoitant thing is that these iepoits
will be automatically geneiateu anu sent to the specifieu email uiiection.
It is necessaiy to fill in some fielus in the foim:
! Name: Repoit name.
! Bestination email: Email that will ieceive the iepoit.
0seis in Integiia
Pag 4S
! Lenght on uays: Bays iange of the uata.
! Execute each X uays: Bays between eveiy iepoit.
! Repoit type: The iepoit type. Ceitain iepoit types have subtypes that
coulu appeai when selecting the type.

The IP of the Integiia INS seivei shoulu have API access to senu the iepoits
as the email attachment. The seivei IP can be incluueu in the geneial setup.


S4,. 10+0-,7,+) 804 %67/+/4).0)'.;
Fiom the "usei management" section, you coulu uo all the management tasks
ielateu to useis, manage (auuing, euiting anu ueleting)useis anu theii uetails,
managing the ioles anu piofiles that exist, anu also the uefineu gioups.




0seis in Integiia
Pag 46
To cieate an usei, piess the button C&%-2% "!%& that is below the table that list
the useis. A foim will be shown wheie you will have to fill in the infoimation
of the new usei.




In this foim you can intiouuce any infoimation about the usei:
! *C (4,.: Iuentifiei oi usei name.
! %5)/0)/'+: This usei has the access uisableu anu it can't be useu as
iecipient in an inciuent, pioject, etc.The piojectstickets wheie it is
alieauy keep theii status.
! N+0&K, K'-/+: Is a valiu usei, but coulun't entei in the system, but they
can be assigneu manually by othei usei as pait of one inciuent, a pioject,
etc. If it is uisableu it coulu not have access to the Integiia inteiface, but
it coulu get, foi example the notifications via email fiom the inciuents
anuoi pioject system.
! @,0K +07,: 0sei ieal name.
! MX ,7GK'?,,: 0sually an inteinal coue of the company that iuentify the
usei.
! <044I'.6:0sei passwoiu. It iequiies uouble checking.
0seis in Integiia
Pag 47
! 'NY70/KO: 0sei email.
! *70-,: 0sei image oi icon.
! 9,K,GL'+,: 0sei telephone.
! Z'50)/'+: 0ptional fielu to show wheie the usei coulu be locateu.
! >'7G0+?: 0ptional fielu. It will use the companies uefineu in the CRN
to assign it to the usei. It is useful to visualize the company the usei
belongs to in the inciuent view.
! VK'&0K G.'H/K,: 0sei kinu of piofile:stanuaiu, exteinal oi auministiatoi.
The stanuaiu usei follow the ioles of the peimissions fixeu foi it.The
"exteinal" piofile means that is a usei that coulun't woik "in gioup" in
the inciuent system, so it will only can see the inciuents that he has
cieateu. Bowevei ,a "noimal" usei can see the inciuents that aie open in
his gioup, although he uiun't open them. Same way, coulu make notes
(T0) on inciuents of people of his gioup.
! Z0+-(0-,:Language of the Integiia INS inteiface foi the usei. This
language customize the usei expeiience, uoing that each usei coulu see
the inteiface in his own language, iegaiuless of what is fixeu in the
system at a geneial level.
! 9')0K MX 'H *+5/6,+)4:To infoim about how many inciuents this usei
has openeu.
! 2/7GK, 1'6,: If it is enableu, the inciuent view is veiy simplifieu with
iespect to the noimal one.
! >'77,+)4: infoimative fielu
0nce you have finisheu to intiouuce uata, piess on C&%-2% It will show you new
options bellow the C(88%)2! fielu, wheie you coulu auu:




! %B0/K0&K,84; V.'(G84;V.(G'84;: The gioups to which the usei coulu be
auueu to.
! <.'H/K,4: the piofiles available foi the gioups.
0seis in Integiia
Pag 48

To euit any usei, as long as you have peimissions, you can piess on the usei
name oi iuentifiei. It will show an euit foim of the usei that will allow you to
mouify all the usei fielus.
10+0-/+- @'K,4
The ioles aie the functions that the usei can uo, anu the cost pei houi assigneu
to them. They aie neeueu to calculate the ieal cost of a pioject baseu on the
houis chaigeu by each paiticipant. Integiia INS has seveial ioles by uefault:
! Pioject managei
! Systems engineei
! }unioi consultant
! }unioi piogiammei
! Senioi piogiammei
! Analist
! Senioi consultant
! Suppoit engineei
Each of them has assigneu costs, that will be apply when a usei with this iole
intiouuce houis in one pioject, inciuent, etc.This is though mainly foi the
seivices outsouicing, wheie it's veiy inteiesting to know the costs associateu
with them.
The only impoitant iole is the "Pioject managei" iole, that can't be ueleteu, so
it is the one that gives "peimissions" to manage a pioject, if that usei has the
pioject managei iole.
Fiom section N(1% A-)-:%8%)2 you coulu auu, euit anu uelete ioles.

0seis in Integiia
Pag 49


*7G'.) S4,.4 H.'7 >2[



A CSv file is a uocument that allows to iepiesent uata in the foim of a table.
The columns aie sepaiateu by commas anu the iows by caiiy ietuin. 0ui CSv
file will have the following foimat:
id_usuario,password,real_name,email,telephone,description,avatar,disabled,id_company,simple_mo
de,num_employee,enable_login (without commas)
0seis in Integiia
Pag Su
Example of file
alberto,1234*xcf,Alberto Garrido,alberto@gmail.com,91345678,Gestor de
cuentas,avatar8.png,0,12,0,123,1 juan,348x*13,Juan Rodriguez,juan@gmail.com,914543210,Gerente
de canal,avatar9.png,0,12,0,124,1
The iest of fielus coulun't be auueu in an automatic way. Thiough an inteiface
you coulu select some options with which the usei will be impoiteu.
V.'(G4
uioups aie useu to associate activity gioups oi companies an usei coulu
belong to. They aie closely ielateu to the piofiles so a suppoit uepaitment
usei can be in company A with a Senioi consultant assigneu iol anu also
be in company B as Suppoit engineei,anu in anothei company as Pioject
managei.
They aie the key foi all the Integiia piivileges system
V.'(G 10+0-,7,+)
This option is visible foi usei with an auministiation piofile.
When you want to assign inciuents, you can assign a uefault usei that will
ieceive the mails with the inciuents. This usei coulu scale the inciuents to
othei usei in his gioup, but you neeu to set the coiiect peimissions to this
usei.
Fiom section A-)-:% :&("4! you coulu auu, euit anu uelete gioups.

0seis in Integiia
Pag S1




The section 10+0-, -.'(G4 of the siue menu S4,. 70+0-,7,+) gives a table
with infoimation about the gioups in the system. 0nce you click on one gioup,
you can euit theii featuies, in a winuow like this one:





0seis in Integiia
Pag S2
To cieate one gioup, piess the button C&%-2% :&("4 below the table that list the
gioups. It will show you a foim wheie you shoulu have to fill in the
infoimation of the new gioup. In this foim you shoulu auu the following
infoimation:
! M07,: name of the new gioup.
! 3'.5, ,70/K: if the email senuing(box activation) must be foiceu to the
gioup in the inciuences.
! 30)L,.: selection box, in case it has a fathei.
! *5'+: icon oi image foi the gioup.
! D0++,.: if you want to auu a#-))%&image to the gioup.
! C,H0(K) (4,.: the uefault gioup usei, the selecteu usei in a uefault way
by opening an inciuent with the gioup.
! Z0+-(0-,: pieueteimineu language foi the gioup.
! *+5/6,+) W4'H) K/7/)W:shows the maximum n of inciuents foi this gioup
that one usei can have openeu at the same time
! *+5/6,+) WL0.6 K/7/)W: shows the n of maximum inciuents foi usei, foi
this gioup,foi this gioup, that one usei coulu have open, total (open oi
closeu) When this limit is exceeueu, the usei will ieceive a notification
in the scieen when he tiy to cieate an inciuent, so he won't be able to
cieate any moie.
! 3'.5, )L, W4'H) K/7/)W: if the "soft limit" exceeus anu this box is not
activateu, it simply notify that the limit of simultaneous openeu inciuent
is exceeueu. But the usei coulu follow with the cieation of the inciuent.
! *+B,+)'.? '&=,5) &? 6,H0(K): The inventoiy object that is selecteu will
be assigneu by uefault when inciuents associateu to that gioup woulu be
cieateu
! *+5/6,+) 2Z%: Will be the SLA that will be applieu to the inciuents of this
gioup. The SLA aie a gioup of "iules" in oiuei to check that an inciuent
woulu be coiiectly manageu. It is possible to see moie infoimation
about the in the section ticketinginciuents.
To euit any gioup, as long as you have peimissions, you coulu piess on its
name oi gioup iuentifiei. It will show a euit foim of the gioup that will allow
you to mouify all the fielus of the gioup.
0nce you have change the values, piess on O4.-2%
10/K \(,(, 10+0-,7,+)
Integiia INS allows to manage mail queue, uefineu by each usei gioup, that
allow to manage the woik flow of inciuents thiough emails. This is an
"Enteipiise featuie not available with Integiia INS 0penSouice veision"
0seis in Integiia
Pag SS
The paiameteis to configuie the mail queues aie the following:

! %()'5.,0), (4,.4: EnablesBisables the cieation of new useis in the
system when an email is ieceiveu.
! V/B, 055,44 )' (4,.4: EnablesBisables the access of the new useis to
that they coulu entei in the application using theii useipasswoiu.
! 2,+6 I,K5'7, ,70/K: Enablesuisables the welcome email senuing
when cieating a new usei
! %5)/B0), 4/7GK, 7'6,: EnablesBisables the simple moue of inciuent
management foi new useis.
! S4,. )?G,: Associates the type of useis to the new cieateu useis.
! >'7G0+? &? 6,H0(K): Company that will be associateu by uefault to the
new cieateu useis.
! S4,. G.'H/K, &? 6,H0(K) : Piofile by uefault foi the new useis.
! 9?G, 'H /+5/6,+) &? 6,H0(K): Type of inciuent by uefault foi inciuents
cieateu thiough this emails queue.
! N70/K F(,(,:Configuiation of the mail queue associateu to this gioup.
This fielu allows to configuie seveial iegulai expiessions oi mail
auuiesses that aftei will be useu to associate the coiiesponuing mails to
new inciuents to the gioup. The fielu coulu have seveial email auuiesses
oi iegulai expiessions, one in each line. Foi example:

support@integria.com .*@otherdomain.com
With this configuiation the mail queue accepts all emails sent to the
auuiess !"44(&2P')2%:&'-90(8 anu all those with the
foimat HHHHP(23%&.(8-')90(8 as foi
example"!%&QP(23%&.(8-')90(8, !"4%&-.8')P(23%&.(8-')90(8, etc.
! A,K5'7, ,70/K: Welcome email that will be sent to the new useis
when a new account will be cieateu foi them.This text fielu accept the
following macios:
! @4-!!=(&.@: It will change this macio foi the passwoiu by uefault
assigneu in the usei cieation.
If you want to know moie about the queues woiking you can check the
section:ENail ticket management
<.'H/K,4 0+6 S4,.4
0seis in Integiia
Pag S4
The Enteipiise veision of Integiia INS allows to associate to one usei
infoimation of which piofile has foi each gioup. This is uone in usei
auministiation (in the Enteipiise veision).This allows to specify which access
peimissions aie given to each usei in each section oi uata gioup.



9?G,4 'H S4,.4
Summaiizing what we have seen pieviously, we can say that in Integiia theie
aie thiee types of useis:
! %67/+/4).0)'.: They coulu have access to all sections anu see the
infoimation of all gioups.
! 2)0+60.6 S4,.: They coulu have access anu see the infoimation of each
gioup uepenuing on the assigneu piofile.
! NQ),.+0K S4,.: They coulu only have access to the sections:Inciuents,
KB, Bownloaus anu People. In Inciuent Section they will only coulu see
the inciuents that they have cieateu. This usei is veiy useful to give a
suppoit seivice in a simple way.

3K0-4 90&K, H'. %>Z
The piofiles aie composeu by access "flags".In this section is uefineu what
enables each ACLs flag in each section.

0seis in Integiia
Pag SS
@2*A1?5,
D/) 6, 055,4'

PR
Allows to see the infoimation of the piojects wheie you aie
assigneu.
PW Allows to cieate new piojects.
PN Allows to cieate anu mouify the pioject gioups.
TR
Allows to see the infoimation of the task in which you aie
assigneu.
TW
Allows to auu woikunits, files anu costs to the tasks in which
you aie assigneu, anu also to visualize theii uata.
TN
Allows to mouify oi uelete tasks in which you aie assigneu,
anu also to auu useis oi cieate subtasks.
Pioject
managei iole
You can uo any opeiation in the piojects wheie you have
this iole assigneu, anu also in the pioject tasks. Besiues the
useis with this iole will coulu uelete piojects.
Pioject ownei It has the same peimissions that the pioject managei.
Auministiatoi
usei
It can uo all the pievious tasks in any pioject oi task without
iestiictions (uepenuing on the availability of them in the
inteiface).


In the piojects ACLs system, the subtasks inheiit the peimissions of the
paient task. That is, if one usei can mouify the paient task he coulu also
mouify the chilu task


B"?#)1"5,
D/) 'H 055,44 2)0+60.6 S4,. NQ),.+0K S4,.
IR
Allows to have access to the Inciuent section anu coulu
inteiact (see infoimation, auu woikunits, uploau files, etc)
with inciuents accoiuing to the following conuitions:

! Those who belongs to the
gioups of the usei
! Wheie the usei is the
ownei
0seis in Integiia
Pag S6
! Wheie usei is the ownei
! Wheie usei is the cieatoi
! Wheie usei is the euitoi
! Wheie usei wiote some
woikunit
! Wheie the usei is the
cieatoi
! Wheie the usei is the
euitoi
! Wheie the usei wiote
any woikunit
IW
It allows to cieate new inciuents anu euit (change the goiup,
the status, assign it to anothei usei, etc) the pievious
ones.N6/)/+- I/KK &, '+K? 0B0/K0&K, H'. )L, (4,. )L0) I'(K6
&, 'I+,. 'H )L, /+5/6,+).
IN
Allows:Belete inciuents, Nanage inciuent types anu manage
SLAs.
Auministiatoi
0sei
Can uo all the pievious actions without any iestiiction
(uepenuing on the availability of those actions in the
inteiface).

[/4(0K/P0)/'+ 1'6,4
! R(&8-1 A(.%: The noimal moue gives access to all available options.
! G'841% A(.%: The simple moue is a moue in which the inciuent
management is limiteu to visualize the list, auu woikunits anu files.


The useis with the IW flag but without flag IN by uefault can't select the
inciuent cieatoi, to enable this option you shoulu go to the geneial
configuiation anu select the box Enable IW to change cieatoi.


B"91"5*2/
D/) 'H 055,44

vR
It allows to have access to the Inventoiy objects section anu
see theii infoimation accoiuing to the following conuitions:

! Wheie the usei is owneiEn los que el usuaiio sea el
uueo

0seis in Integiia
Pag S7
! Those of Public type
! If it has company associateu, by the useis assigneu
to that company
! If the usei is associateu to
vW
It allows to cieate new inventoiy objects anu euit the
alieauy existing ones.

vN
It allows:
! Belete inventoiy objects
! Nanage inventoiy types
! Nanage SLAs

Auministiatoi
0sei
It can uo all the pievious actions without iestiictions
(uepenuing on the availability of that ones in the inteiface).
(#C#
The Wiki ieauing anu wiiting peimissions aie uefineu in each one of the pages
of it. By uefault, all pages aie accessible anu euitable by all useis. You can see
how to mouify these peimissions in the section Wiki iights management
<3-
The CRN has a veiy special way of woiking, wheie it uoesn't take into account
the gioups,but only the company to which the usei belongs to anu the piofiles
that it has in any of the gioups. The main methou of access will be the
ielationship paientchilu between companies. So, if one has access to one
company, it has access to all companies "chilu". Except the exteinal usei that
can only see theii own things. In the 0pen veision, the exteinal usei sees only
his own issues anu if it isn't exteinal, he can see all. In the Enteipiise veision it
will see the issues of his company anu the chilu (anu gianuchiluien, etc) of its
company.

Companies
The basic flags foi the company management aie these:

0seis in Integiia
Pag S8
D/) 6, 055,4'

CR
It allows to see the infoimation of the companies to
which it has access to.
CW It allows to euit the companies to which it has access to.
CN It allows to uelete companies to which it has access to.
0sei with access to
one company
An usei has access to one company if is associateu to
this, is the ownei oi also if it that company is chilu of
othei to which the usei has access to.
Exteinal usei
he has access only to the company to which it is
associateu to
Auministiatoi usei Be can uo all actions in any company.


In the Company ACLs system the peimissions aie inheiiteu fiom the paient
companies. That is, if an usei can mouify the paient company he coulu also
mouify the chilu company


Roles
%55,44 D/)

CN It allows to cieate them.
0sei with access Be will only has access if it has assigneu the CN piofile.
Auministiatoi usei Be can have access to the ioles of any company.
Invoices
%55,44 D/)

CN
It allows to see anu mouify the company
invoices.
0sei with access to a company
invoices
If he is the ownei of the company oi has
assigneu the CN piofile.
Auministiatoi 0sei
Be can have access to the invoices of any
company.
0seis in Integiia
Pag S9
Contacts, Files, Leaus, Activities, Contiacts
%55,44 D/)

CR
It allows to see the infoimation of the items to which it has
access to.
CW It allows to uelete the items to which it has access to
CN It allows to euit the items to which it has access to.
0sei with access
An usei has access to the contacts, files, activities, etc of one
company if he is associateu to it, is the ownei, oi also if this
company is chilu of othei to which the usei has access to.
Auministiation
usei
Be can uo all actions in any company.

Inciuent Nanagement
Pag 6u
R" !"#$%&"' )*"*+&,&"'
Integiia INS suggests an inciuent management baseu on change management.
This means that an inciuent is no othei thing than an specific opeiation baseu
on an object, wheie seveial people aie involveu. An inciuent can be seen as a
technical pioblem, as a configuiation change opeiation, as the iesult of a
planneu inteivention, as a softwaie bug oi as a woiking file on a moie
complicateu pioblem. Some common elements link all these activities. Foi
Integiia INS these common elements aie the iefeiences foi anothei inciuents,
the iefeiences to one oi seveial inventoiy objects, anu the unique link of an
usei with an inciuent. All these concepts aie kept in the goou piactices guiue
pioposeu by ITIL. |1j.
Besiues, Integiia auapts veiy well to the Kanban methouology |2j that allows
to manage the uevelopment as an evolutive piocess baseu in piocess
queues.In oiuei to implement Kanban, it is necessaiy to integiate the inciuent
management with the Woik 0iueis anu the pioject management.


NQ07GK, 'H 9/5:,)/+- HK'I I/)L *+),-./0
0ui suppoit team is maue up by thiee people (Tomas, }avi, Luis) anu one team
"managei" (Ramon). We have seveial kinus of clients. The ones that woik in
teams anu the ones that "go alone".
Inciuent Nanagement
Pag 61
The ones who woik "in team", that is, a client that has seveial people woiking
at the same time anu that coulu "see" the inciuents of his colleagues, eithei foi
contiibuting with something oi to take them in chaige.
The ones who opeiates " alone" only see what is fiom themselves anu uon't
want that otheis coulu see what is theiis.
The fiist kinu of client will have its own gioup anu useis assigneu to that
gioup,wheieas the seconu kinu of client belongs to a "geneial" gioup anu will
have the bit of "exteinal moue" enableu, so although it belongs to one gioup it
will only can see what is "Bis". This kinu of useis woiks on a "geneial" object,
foi example "Suppoit contiact", so all the inciuents aie assigneu to that
inventoiy object, wheieas the othei ones woik on theii own inventoiy objects,
usually associateu to one company, that will be theii company.
When a client that belongs to the ones that woik in gioup opens an inciuent,
automatically a Integiia geneiic account calleu "Suppoit" will be assigneu to
him, geneiating an email that goes to "sopoiteaitica.es".


This email account, Integiia will senu automatically a copy foi each of the
suppoit team membeis. This week, "}avi" is on uuty, so he ieau the mail anu
click on the link to go to Integiia. Be will see something like this:

Inciuent Nanagement
Pag 62

0n Integiia, he will see a new inciuent, in ieu coloi. Be also has an "openeu"
inciuent (in piocess, in yellow coloi), which alieauy is assigneu to }avi, but the
last woikunit oi "note" is fiom the people which actually cieateu the inciuent
(the customei). You can see because it's on bolu coloi, anu the name of the
usei is }ulio. In the "flags" column, you can also see the "talk globe" icon, that
means, the inciuent has beeen upuateu by the customei (oi the cieatoi of
inciuent), anu the ownei must ieply ASAP.
When a new inciuent is ieceiveu, like the inciuent in ieu coloi, you can auu the
fiist ieply anu automatically, the inciuent will be assigneu to the usei which
auu the fiist Woikunit. This status change takes the name of "assigneu" status.
Boing click in the inciuent in ieu, we go to the main inciuent management
scieen. We can change its status, oi use the uiffeient tabs on the inciuent to
see it's histoiy, noteswoikunits auueu to the inciuent, uownloauview the
files attacheu to it, etc. We ieally want to iesponse the inciuent as soon as
possible, because the fiist iesponse to the inciuent is useu to check how much
time is taken between the inciuent cieation anu fiist iesponse. If the time
iange stablisheu by the SLA associateu to the gioup of this inciuent expiieu,
then an alaim will be fiieu.
When you auu a woikunit oi a file, it's status is changeu, all useis involveu in
the inciuent will ieceive an email. In this case, "}ava" is going to auu a note
with says "I see what youi pioblem is, I'm gonna tiy to iepiouuce it to leain
moie about what the souice can be".

Inciuent Nanagement
Pag 6S


When the woikunit is cieateu, the inciuent change the status. The cieatoi of
the inciuent will ieceive the note }avi is enteieu in the system.
Bays passes, anu the pioblem peisists. }ulio, the client that cieateu the
inciuent, askeu again about the issue. But that uay }avi is not in the office. A
colleague, Louis, in chaige of the inciuent, see that the inciuence is upuateu by
the client, anu ieplieu, auuing a unit of woik himself.
Fiom that time, the inciuence is subsciibeu to, ieceiving all notifications on
changes in inciuence. We can see in the left menu, useis involveu in the
inciuent: the cieatoi, the usei "owns" the inciuence (javi), anu those involveu
in it.






Inciuent Nanagement
Pag 64
A usei without "management" peimissions in the ticketing system, but with
"wiite" peimissions, can auu woikunits, but he can not "change" the ownei of
the inciuent, oi close it, unless it's his own inciuent (assigneu to him). If he is a
"managei" of inciuents foi that gioup, he can change the ownei of the inciuent.
If the usei owns the inciuence, can "ieasign" it to anothei peison. This piocess
is known as inciuent escalation.
Finally, }avi coulu close the inciuent, put in the "Epilogue" the summaiy about
what was the solution to the pioblem, anu change the status to "Resolveu". So,
the inciuents "iesolveu" oi "closeu" anu not visible in the uefault inciuent
listing, but of couise, you can seaich it if uesiieu by selecting "closeu inciuent"
in the iight filteiseaich option.
*+5/6,+)4 4)0)(4
An inciuent has seveial fielus. Piobably the moie impoitant one is the status
fielu. This fielu iefeis to if an inciuentpioblemchange is consiuei as closeu,
penuing on a thiiu peison, new, oi just cieateu. If it's assigneu oi if it's
ieopeneu, if it is veiifieu oi if it isn't confiimeu. This cycle is open to the usei
anu you can pass fiom one to othei without pioblem. Theie aie some
ciicumstances that act automatically when we go fiom one status to anothei.


Inciuent Nanagement
Pag 6S
Inciuent status woikflow




If you change fiom any state to the closeu status, then a text box calleu
epilogue that wasn't accessible befoie will appeai. It is useful to explain
what was the iesult of the inteivention oi change oi what was the cause of the
pioblem anu its solution. As we will see aftei, a solveu inciuent is the base foi
geneiating an aiticle in the knowleuge base that will be useful at othei times
oi will solve a pioblem in a fast an uocumenteu way.
]/+64 'H S4,.4 /+ 0+ *+5/6,+)
Theie aie five uiffeient ioles in one inciuent:
1. Inciuent cieatoi
2. inciuent ownei
S. 0sei with wiiting access (IW)
4. 0sei with ieauing access (IR)
S. 0sei with management access (IN)
6. 0sei with management access (IN)
7. 0sei closes an inciuent
*+5/6,+) 5.,0)'.
Is the inciuent oiiginal cieatoi. Be ueciues who is the iesponsible foi this
inciuent, the gioup this inciuent belongs to anu othei paiameteis such as its
ciiticity, iesolution level, uesciiption, inventoiy elements that aie linkeu with
it, etc. The oiiginal cieatoi, once an inciuent has been cieateu, can't "manage"
it , this is, can't close it until that the usei that is in chaige of the inciuent
ueciues to uo this. It coulun't ieopen it.
As any othei usei with access to the inciuent, the cieatoi usei coulu auu files
anu W0.
<,'GK, /+ 5L0.-, 'H )L, /+5/6,+)
Is the usei assigneu to the inciuent. When the uiffeient gioups aie uefineu,
then, a uefault usei is asigneu. The inciuent cieatoi can change this usei anu
select othei that belongs to his gioup. The usei in chaige of the inciuent is the
only one who can upuate its uetails anu change its state. The usei with
inciuent management peimission (FA) on the inciuent gioup can uo the same
Inciuent Nanagement
Pag 66
tasks that an peison in chaige. Be can mouify inciuent uata, change the peison
in chaige, change the state of any inciuent that belongs to a gioup wheie it has
a piofile with FAoption.
S4,. I/)L A./)/+- %55,44 )' )L, *+5/6,+)
The inciuent always belong to one gioup. All useis with the access flag "IW"
coulu wiite W0 (Woik units) on an inciuent. These W0 aie like "Notes" that
aie linkeu to the inciuent. These kinu of usei coulu't mouify any othei uetail of
the inciuent, such as status, ciiticity, noi changing the inciuent main
uesciiption
S4,. I/)L @,06/+- %55,44 )' )L, *+5/6,+)
Any usei that belongs to the woik team of an inciuent anu has the access flag
"IR" coulu ieau the inciuent uetails but he coulun't change anything, noi auu a
W0 oi file.
S4,. I/)L 10+0-,7,+) 055,44 )' )L, *+5/6,+)
An usei with th IN access bit on the gioup to which an inciuent belongs can
woik with it as it woulu be its ownei. This means that it can escalate the
inciuent keeping it foi itself oi to anothei usei. 0f couise you can auu W0 oi
files oi even close the inciuent.
S4,. 5K'4,4 0+ *+5/6,+)
0sei iesponsible foi the closuie of the inciuent, which may be uiffeient fiom
the usei iunning the action.


Bifeientes peisonas en un inciuente

S4,. 044/-+,6 )' 0+ /+5/6,+)
It coulu be anyone "exteinal" to the system. You shoulu wiite his email in the
auvanceu fielu " Auuitional email auuiesses", if theie aie seveial ones, they
Inciuent Nanagement
Pag 67
shoulu be sepaiateu by commas. If that email is pait of the system (in the
contact system) some of theii uata will be visualizeu, like foi example theii
name oi company, oi if not, only his email.
In the tab "Contacts" we can see the complete list of the people that woiks on
one inciuent.




3/.4) 2),G4 I/)L 0+ *+5/6,+)
9?G,4 'H *+5/6,+)4
It is possible to assign a type to an inciuent. Each type of inciuent can have
associateu customizeu fielus if necessaiy. These fielus can be of thiee types:
Text, combo oi text aiea. If you select the combo, you shoulu specify the values
that this contiol will have. Next we can see an example of type cieation:




Now we cieate a customizeu fielu associateu to the pievious type:

Inciuent Nanagement
Pag 68



The fielus selecteu with the check "Show in geneial view" aie fielus that coulu
be useu in seaiches anu that aie shown in the list visualization. In the fielus
type text aiea it is not possible to use this box.
ueneial view




*+5/6,+) >.,0)/'+
Cieate an inciuent is not so simple. To ieach this step we shoulu have been
able to configuie anu unueistanu the following aspects:
Inciuent Nanagement
Pag 69
! What is an usei in Integiia.
! Type of usei (Exteinal, Noimal)
! What is a gioup in Integiia
! What ielation has the gioup with the visibility of this usei with
the iest of items in Integiia
! What ielation is between the gioup, the piofile of access of the
usei anu the type of usei that it is (exteinal, noimal).
! The inventoiy:
! Contiact
! SLA
0nce all these concepts aie cleai, cieate an inciuent will be veiy simple. You
shoulu consiuei-" as a ieview" -that the following featuies change the
peifoimance of Integiia when you cieate an inciuent:
! Type of usei NQ),.+0K: Exteinal useis will only coulu see theii own
iepoits, so the concept of gioup, piofile, etc, is not so impoitant foi this
type of useis. The exteinal useis can't change some featuies of the
inciuent that aie configuieu by uefault, such as assigneu usei, oi object
by uefault, because they aie associateu to the gioup.
! Type of usei M'.70K: Same as with the pievious one, they can't change
some featuies of the inciuent that aie configuieu by uefault, as foi
example the assigneu usei of uefault object, because the aie associateu
to the gioup. Bowevei an usei with "Nanagement" piofiles (IN) coulu
change heie the inciuent status, oi even fielus as the "oiiginal cieatoi"
(so it will not be the same) oi othei things.
By uefault a new inciuent, just cieateu, is in "New" status.
Theie aie some fielus, assigneu automatically with "Bisableu SLA" oi
"Automatic Notification by email", that in piinciple come associateu to the
values that this gioup has by uefault (the gioup to which the inciuent has been
assigneu to). These values, if you have management peimissions (IN) coulu be
changeu. 0n the contiaiy, they will come by uefault.

*+5/6,+) K/7/)0)/'+
When an inciuent is cieateu, theie aie two values uefineu in one gioup, as we
saw in the 0seis anu gioup section. These two values, uefine how many
inciuents of one gioup coulu be (openeu oi closeu) foi each usei (in total) anu
how many inciuents coulu be openeu (in not closeu status) foi one specific
usei of this gioup. A ieminuei of wheie this peifoimance is configuieu:
Inciuent Nanagement
Pag 7u




If these values aie exceeueu, a waining winuow will be shown in Integiia anu
we will not coulu cieate the inciuent, as we can see in this scieenshot:




The limit of inciuents is calculateu counting the numbei of inciuents of the
last yeai fiom the cuiient uata.


[/,I 'H 0 +'.70K (4,. IL,+ 5.,0)/+- 0+ /+5/6,+)

Inciuent Nanagement
Pag 71


view of a managei when cieating (oi mouifying) an inciuent:


3/.4) )04: I/)L )L, /+5/6,+)^ >.,0)/'+ 'H )L, H/.4) AS
Inciuent Nanagement
Pag 72
The inciuent has been cieateu by an usei (let's name him A) anu assigneu to
othei usei (B). So, now, what.
When the inciuent was cieateu, the system sent an email to the usei A anu
othei to the usei B infoiming about the cieation of an inciuent. Foi usei A, this
message is useful to confiim that the inciuent has been iegisteieu by the
system.
The usei B, can answei this email, which has an special coue anu senu his fiist
W0, something like "I have ieceiveu the inciuent". Be can also connect to the
system, with the 0RL given in oiuei to coulu auu manually a W0 to the
inciuent.
In the moment that the inciuent in "New" status gets a W0, automatically its
status is changeu to "Assigneu", that is a way to say that "someone has staiteu
to woik" with the inciuent.
C04L&'0.6 810/+ [/,I;
The Bashboaiu is a view that allows to see at a glance the inciuents gioupeu in
uiffeient ways anu have uiiect access to the customizeu seaiches that we have
cieateu.


2,0.5L [/,I
Inciuent Nanagement
Pag 7S
The inciuent seaich is the basic tool anu the uefault scieen when you click on
Inciuents, in the main menu.
It is possible to use the basic seaich view to finu the inciuents that we want, oi
go uiiectly to inciuent numbei in the menu on the left. 9L, 6,H0(K) 4,0.5L,4
4L'I 0KK /+5/6,+)4 +') 5K'4,6 anu not solveu. The seaiches aie a list anu a
basic statistic infoimation on the iesults of this seaich. They coulu be
visualizeu, in a full scieen, ieauy to piint using the button of geneiate BTNL
iepoit view in tab "Statistics".



The auvanceu seaich is similai to the basic seaich, but it auus some moie filtei
contiols. Any seaich can be saveu as customizeu seaich, so as with the combo
of customizeu seaiches selection you can have access to any pievious seaich
that has been saveu. The customizeu seaiches aie uiffeient foi each usei.

Inciuent Nanagement
Pag 74

Clicking on an inciuent you can have access to all uetails of it. This will activate
the uppei tabs in the inciuent section anu we coulu visualize them in uetail,
visualize teh inventoiy of objects associateu to the inciuent, ieview the
changes, auu woikunits, etc. The enviionment is baseu on A}AX so uon't neeu
to iefiesh the page. We can also ietuin to the seaich page anu go to anothei
inciuent.
All columns fiom the inciuent seaich view aie auto-oiueiable when clicking
on the title. They can be oiueieu by uate, title, assigneu woikunits, gioup,
status, etc.
Lets see the infoimation that each iow of the inciuent list shows:




! *C: The fiist column iefeis to the inciuent numeiic coue. It can be useu
to go uiiectly to this specific inciuent.
! 2Z%: In the pievious scieenshot theie isn't any inciuent with the SLA
"aleiteu", in the scieenshot showeu below theie is the exclamation sign
to iefei to the inciuent that uoesn't fulfill the SLA.

Inciuent Nanagement
Pag 7S
! *+5/6,+): Is the inciuent title. Below it is shown the type of inciuent anu
between biackets the customizeu fielus of the type of inciuent selecteu
to be shown in the mail view.
! V.'(G: uioup to which the inciuent belongs to. Bellow is shown the
company (if this infoimation exists) of the usei that cieateu the
inciuent.
! 2)0)(4 T @,4'K()/'+ : The status (closeu, assigneu, penuing to close,
new, solveu anu without confiimation) anu the iesolution (Solveu, not
completeu, "it woiks foi me", expiieu, etc).
! <./'./)?: Coloi uepenuing on the ticket ciiticality. It can be showeu
optionally as in this scieenshot like a sanuwich icon below the coloi.
This shows that the inciuent has a W0 by the oiiginal cieatoi of the
inciuent, which means that " we shoulu answei" oi that "the ball is in
oui couit".
! SG60),6T >.,0),6 : Shows when the last inciuent was upuateu anu
when it was cieateu. If a name of usei is shown is the name of the
peison who cieateu the last woikunit (note) in the inciuent.
! >.,0)'.: Shows the inciuent cieatoi.
! JI+,.: Shows the name of the usei assigneu to the inciuent, the ownei
anu the only usei that can closeu it (except the useis with moie
piivileges-manageis).
*+5/6,+) 2)0)/4)/54TV,+,.0K @,G'.)
When selecting (fiist flap of the inciuent view) a seaich, a geneial iepoit it's
being configuieu a geneial iepoit with the paiameteis of this view.
If you click on the statistics flap, you'll see seveial pieuefineu statistical
elements, using the seaich that you have uefineu in the fiist flap.
The auuition of the list anu the inciuent statistics aie consiueieu a technical oi
uetaileu iepoit of the inciuents. It's possible to geneiate a iepoit in the scieen
ieauy to piint piessing on the button BTNL iepoit in the iight coinei
below, on the inciuent seaich view. This iepoit is ieauy to piint fiom youi
biowsei. You can also uownloau in PBF.
Inciuent Nanagement
Pag 76





Inciuent Nanagement
Pag 77
JG,.0)/'+ '+ )L, *+5/6,+)
0nce that an inciuent has been selecteu (oi aftei cieating it). We can opeiate
eithei with the uppei tabs oi with the lowei onei. The uppei tabs give access
to the inciuent euition, oi seeauu attachments oi notes. We can also ietuin to
the seaich.


In the lowei pait, we can biowse by the tabs that shows the inciuent notes, the
files, the inciuent statistics, the uetaileu tiackin anu the contacts of the active
inciuent.

Inciuent Nanagement
Pag 78

Beie we can see chionologically oiueieu fiom the newest to oluest, the notes
geneiateu by the uiffeient useis. We can auu a note uiiectly fiom heie.



Same as in the note pait (woikunits) we can see the attacheu files,uownloau
them anu uploau the ones that we want.

Inciuent Nanagement
Pag 79



This is the uetaileu view of one inciuent, that shows the total times, the time
that has been in each status anu the time employeu by each peison implieu in
the inciuent, among othei uetails.




Finally, heie you can see the uetails of the people implieu in this inciuent.
>(4)'7/P,6 *+5/6,+) 2,0.5L,4
Inciuent Nanagement
Pag 8u
An inciuent is a geneiic concept, like the woiu "ticket", but this coulu be
applieu to a softwaie failuie (a bug), to a pioblem in communications, oi to a
pioblem of a client with an oiuei. In one case it will have a seiial of
"customizeu" fielus, anu in anothei case, it will have anothei one. So, the
possibility to uefine types of inciuents allows this flexibility. In the same
system we can woik with uiffeient types of inciuents.
It is possible to seaich all the customizeu fielus, anu save them in a customizeu
seaich, when selecting the type of inciuent in the seaich.



It is also possible to change the type of an alieauy cieateu inciuent, optionally,
so theie is a box in the setup to uefine this peifoimance. If we uo this, we will
lost the value that the customizeu fielus of the pievious type hau.
2Z% 10+0-,7,+)
The SLA is the way to "check" if the inciuent management woiks iight. SLA aie
piocesseu peiiouically in Integiia, using the scheuuleu task piogiammeu
when you install Integiia.
The SLA is piocesseu with seveial paiameteis:
Inciuent Nanagement
Pag 81
! M07,: Is the text that will appeai in the selection combo to iuentify the
SLA.
! N+H'.5,6: It uoes that the SLA senu the emails wheie it's not fulfilleu
(enfoiceu) oi that only notify with a light sign.
! D04, 2Z% : Shows the the SLA is ielateu with anothei (only in at
infoimative level)
! 10Q" @,4G'+4, 9/7,: Shows in houis the minimum iesponse time you
shoulu obseive between foi one notification (new inciuent oi W0) of
the inciuent cieatoi. Aftei this time, the SLA will be fiieu. Foi example, if
it's foi 4 houis, anu a new inciuent has been foi 4.1 houis, the SLA will
be fiieu. Foi example, if it's an olu inciuent (1 week) anu the last W0 is
fiom the inciuent cieatoi anu it has moie than 4 houis, it will also fiie
the inciuent.
! 10Q" @,4'K()/'+ )/7,: Shows in houis, the maximum life time of one
inciuent. If an inciuent is oluei that this anu it's not closeu oi solveu,
then the SLA will be fiieu.
! 10Q" *+05)/B/)? )/7,: Shows in houis, the maximum time an inciuent
coulu be without upuate.
! 10Q"MX 'H /+5/6,+)4 4/7(K)0+,'(4K? 'G,+,6: Shows the total n of
inciuents that coulu be simultaneously openeu. If theie aie moie, then
the SLA will be fiieu.
! 2)0.)/+- )/7, )' 05)/B0), 2Z%: Time fiom which the SLA begins to
calculate(e.g:9 a.m).
! N+6 )/7, H'. 2Z%: Time fiom the SLA will be not not calculateu (e.g:18
hi).
! C/40&K, 2Z% 0) I,,:,+64: If this option is enableu, the SLA will be only
calculateu the uays of the week, the weekenus will be excluueu.
! C/40&K, 2Z% 6(./+- L'K/60?4: If this option is enableu, the SLA will not
be calculateu the uays that aie uefineu as holiuays.
! C,45./G)/'+: Infoimative text to uesciibe the SLA.
AL0) W9L, 2Z% I/KK &, H/.,6W 7,0+4 _
Inciuent Nanagement
Pag 82
It means that the system will senu an notification by email to the inciuent
ownei, notifying that an inciuent uoesn't fulfill the iequisites fixeu in the SLA
to the inciuent implicateu. 0ne inciuent coulu be subject to uiffeient SLA
simultaneously. If it is associateu to uiffeient inventoiy objets, anu these
inventoiy objects aie linkeu to uiffeient contiacts, anu these contiacts aie
subject to uiffeient SLAs.
When a SLA is fiieu, a light sign will be shown in the inciuent view.
See an example of SLA uefinition:




*+5/6,+) ,B0K(0)/'+ '+ 2Z%
0sing the SLA system, anu the iepoit of "tiacking" an inciuent, we can see, on a
scale of time, when the inciuence has not compliance with an inciuence (ieu)
anu when he met (in gieen). In auuition to an inuicatoi% compliance of
inciuence thioughout the lifespan.

Inciuent Nanagement
Pag 8S



>.,0)/'+ 'H *+5/6,+)4 )L.'(-L 0 A,& H'.7
Thiough Integiia INS API REST it is possible to cieate new inciuents. We use
this functionality to uevelop a customizeu foim that allow us to iegistei new
inciuents in the system.
The following PBP coue cieates a foim anu collects the uata sent by the foim.
With these uata it composes a call to the Integiia INS API that cieates a new
inciuent.

<?php //Config parameters $integria_url = "http://192.168.70.163/integria"; $user =
"api_user"; $group = 12; $priority = 3; $inventory = 11; //Get post parameters $title =
$_POST["title"]; $description = $_POST["description"]; //Create url to call the API $myurl =
$integria_url."/include/api.php?user=".$user."&op=create_incident&params=".urlencode($title)."
,".urlencode($group).","; $myurl .=
urlencode($priority).",".urlencode($description).",".urlencode($inventory); // Configure curl
$ch = curl_init(); curl_setopt($ch, CURLOPT_URL, $myurl); curl_setopt($ch, CURLOPT_HEADER, 0);
curl_setopt($ch, CURLOPT_RETURNTRANSFER, TRUE); // Send curl request and close $ret =
curl_exec($ch); curl_close ($ch); ?> <h2>Integria IMS Incidents form</h2> <form
method="post"> Title: <input type="text" name="title" size="35" > <br> <br> Description: <br>
<textarea name="description" cols="50" rows="8"></textarea> <br> <br> <input type="submit"
name="submit" value="Submit"> </form>
The iesulting foim will be like this one:

Inciuent Nanagement
Pag 84


Next we comment the pait of the coue. The two fiist vaiiables uefine the uil
wheie Integiia INS is hosteu anu the usei that has peimissions to use the API
functions.
//Config parameters $integria_url = "http://192.168.70.163/integria"; $user = "api_user";
The following vaiiables configuie geneial options of the inciuents, in this case
the gioup, the piioiity anu the associateu inventoiy object. We shoulu use the
IBs to iuentify the uiffeient elements.
$group = 12; $priority = 3; $inventory = 11;
Then you cieate a text stiing with the uil we use to cieate leaus by Integiia
API. Besiues seivei auuiess anu usei paiameteis, we configuie 'op' with the
value 'cieate_inciuent', that select the API function to use, anu 'paiams' is filleu
with the function paiameteis.
$myurl =
$integria_url."/include/api.php?user=".$user."&op=create_incident&params=".urlencode($title)."
,".urlencode($group).","; $myurl .=
urlencode($priority).",".urlencode($description).",".urlencode($inventory);
This is an example of the 0RL output:
Inciuent Nanagement
Pag 8S
http://192.168.70.163/integria/include/api.php?user=api_user&op=create_incident&params=Error+i
n+Linux+server+disk+usage,12,3,The+monitoring+information+about+disk+usage+is+wrong.+Please+ch
eck+it+to+ensure+the+data+is+collected+properly.,11
This sample, is a call to C0RL fiom PBP to make the API function call.
// Configure curl $ch = curl_init(); curl_setopt($ch, CURLOPT_URL, $myurl); curl_setopt($ch,
CURLOPT_HEADER, 0); curl_setopt($ch, CURLOPT_RETURNTRANSFER, TRUE); // Send curl request and
close $ret = curl_exec($ch); curl_close ($ch);
If we senu a foim with the following infoimation:



It will cieate an inciuent within the system with the foim uata, iesulting
something like this:

Inciuent Nanagement
Pag 86


10+0-/+- /+5/6,+)4 (4/+- ,70/K
Integiia allows you to cieate anu upuate inciuents thiough emails. This featuie
maue easy the inciuent management using a common email client.
To be able to use this featuie you neeu to configuie the email paiameteis
following the section E-mail configuiation.

Bepenuing on the email application useu, foimat of the mails coulu be
uiffeient. Nail management has been testeu using following mail
clients: NB'K()/'+, V10/K, J()K'': y 10/K 8705;



Inciuent anu woikunit cieation using mail, uses the same ACL's piesent in the
u0I


Inciuent Nanagement
Pag 87
Inciuent mail management is baseu on a queue system. These queues aie
configuieu foi each one of the gioups configuieu in the system. You can see
how to configuie the mail queues foi each gioup in the gioup mail queue
management.
Inciuent management email woiks as follows:
Lets suppose you have a special email auuiess to manage incoming suppoit
mails: !"44(&2P')2%:&'-90(8, anu you have setup the 'mail queue' paiametei
with this auuiess (suppoitintegiiaims.com).
We will expect to ieceive an email on suppoitintegiia.com with these
contents:
! Fiom: useicompany.com
! To: suppoitintegiia.com, mybosscompany.com
! CC: aumin1company.com, aumin2company.com
! Subject: Anothei pioblem with the seiveis
! Bouy: We aie having a big pioblem with oui seiveis!
! Attachment: scieen1.png, scieen2.png
1. 0nce the email is in the !"44(&2P')2%:&'-'8!90(8 inbos, system will
check if its check against any mail queue configuieu.
1. If theie is not any queue configuieu, mail is uioppeu.
2. If a queue mail is founu, we use the uefault paiameteis in this mail
queue to manage the ticket.
2. 0n this point, Integiia will piocessing the mail, anu two things may
happen:
1. Email uoesnt match any ieal inciuent. In this case, a new one will
be cieateu.
2. Email match with a cuiient inciuent, a new woikunit (note) will
be auueu to the inciuent, anu the inciuent will be upuateu.
S. When an inciuent is cieateu, system will use following paiameteis:
!
! Cieatoi: That will be the usei associateu with the /&(8 auuiess. If
the usei uoesn't exist, a new one will be cieateu, using the
configuiation paiameteis uefineu in the mail queue uetecteu.
! Euitoi: same as cieatoi.
! uioup: mail queue's gioup.
! 0wnei: uefault useis uefineu in the gioup.
! Title: subject on the email.
! Besciiption: contents on the email.
Inciuent Nanagement
Pag 88
! Nail notifications: system will auu all CC fielus, anu T0 fielu what
will not match on the mail auuiess matching with the mail queue.
In this sample, system will auu: aumin1company.com,
aumin2company.com, mybosscompany.com
! Attachments: any attacheu file in the mail, will be auueu to the
inciuent.
This schema explains the management woikflow on the mail queue:


>.,0), 0 +,I /+5/6,+) (4/+- ,70/K
To cieate a new inciuent thiough email just senu an email to the configuieu
mailbox using the fiom auuiess of an existing usei in Integiia. The paiameteis
must be:
! 3.'7: <email auuiess of Integiia's usei>
Inciuent Nanagement
Pag 89
! 9': <mailbox configuieu to use P0P>
! 2(&=,5): NEW <inciuent title>
! D'6?: <inciuent uesciiption>
An example to cieate a new inciuent woulu be:
! 3.'7: my.emailcompany.com
! 9': integiia.mailboxcompany.com
! 2(&=,5): NEW Ny test inciuents
! D'6?: Inciuent uesciiption
This email will cieate an inciuent as in the following image:



9' 066 0 +,I I'.:(+/)
If you have the inciuent email system enableu you will ieceive emails with all
changes occuiieu in youi inciuents.
Inciuent Nanagement
Pag 9u
Some of this emails has the ticket IB attacheu, answeiing these emails you
coulu cieate new woikunits in the inciuent affecteu.



To auu a new woikunit just answei this email auuing the woikunit content in
the email bouy. The iesult will appeai in a new woikunit in the inciuent. If foi
example you answei the email with this text in the bouy ST3-)E!9 >1%-!% 01(!%
23% ')0'.%)2 -11 '2! (E9 I-&U(S the following woikunit will appeai.



*+5/6,+) SG60), 0+6 A'.:(+/) 5(4)'7/P0)/'+
Integiia allows to mouify inciuents by email. To uo this, it is necessaiy to auu
the following stiuctuie in the email:
Inciuent Nanagement
Pag 91
[INCIDENT] GROUP: IT ASSIGNED_TO: dario PRIORITY: 3 STATUS: Assigned RESOLUTION: Invalid
[INCIDENT]

The fielus anu theii possible values aie the following:
! V@JS<: Name of the gioup to which you want to change the inciuent.
! %22*VMNC`9J: Shoit name of the usei to whom the inciuent belongs to.
It is the name with which the usei will entei in Integiia.
! <@*J@*9a: Piioiity to which the inciuent will be changeu to. The
piioiity is a numbei between u (lowei) anu S (highei)
! 29%9S2: Name of the status to which the inciuent will be changeu to.
The name of status is uefineu in the geneial configuiation Inciuent tab
! @N2JZS9*JM: Name of the iesolution to which the inciuent will be
changeu to.
It is also possible to mouify some of the paiameteis in the cieation of the
woikunit using the following stiuctuie in the email bouy:

[WORKUNIT] TIME_USED: 0.05 [WORKUNIT]

The fielus anu theii possible values aie the following:
! 9*1N`S2NC: Time spent on the woikunit. It is a uecimal
numbei 4,G0.0),6 &? G'/+)4. By uefault, the value of this paiametei is
u.2S houis.

The stiuctuies pieviously uesciibeu to mouify the inciuent oi customize
the woikunit I/KK +') &, .,HK,5),6 /+ )L, /+5/6,+) /+H'.70)/'+ /+ )L,
0GGK/50)/'+



It is veiy impoitant to check the coiiect syntax of the pievious stiuctuies,
because an eiioi in the heaueis oi in the paiameteis will iesult in an
incoiiect uetection of the policies anu because of these the changes will be
not applieu. In this case they will be tieateu as any othei text anu they will

Inciuent Nanagement
Pag 92
be showeu in the woikunit infoimation in the application

104: ,70/K 066.,44,4 I'.:(+/)4
It is possible that when you cieate a woikunit by email, it shows in the
message bouy some email auuiess as iesult of using the function 0+4I,. )'
0KK oi by any othei ieason.
If you consiuei that this infoimation is sensitive foi youi company anu that it
shoulun't be shown in the woikunits, Integiia allows to mask the auuiess
emails, in oiuei you will know that if theie was an email auuiess, but you will
not be able to guess which was it.
You can configuie this option in the application geneial configuiation Inciuent
tab by clicking the flag 104:/+- ,70/K 066.,44,4.
When this flag is enableu, Integiia ieplace all email auuiesses by the following
wilucaiu email auuiess HHHHPHHHH9HHHH
Pioject management system
Pag 9S
b" !"#$%&' )*+*,%)%+' -.-'%)
Integiia INS has a uynamic pioject management that incluues planning,
tiacking anu iepoiting fiom useis. In this way it's possible not only to plan (
time, costs) but also to see the evolution in time thanks to houi imputation of
the people woiking at piojects (that coulu be houis oi uays uepenuing on the
uetail level that you want) anu specifically assigneu to each pioject task.
uantt uiagiams, cost estimation, automatic waining notifications of milestones
anu task closing etc, aie automatic actions of the system that feu fiom all useis
intiouuceu uata thioughout time.



<.'=,5)4 0+6 904:4
An Integiia INS pioject is a task containei with stait anu enu uata. Piojects aie
gioupeu in 4&(V%02 :&("4! . Foi example: Bevelopment piojects, billable
piojects, inteinal management piojects, etc.
A pioject is inteinally composeu by tasks. These tasks coulu also contain othei
tasks (so as stait-to-enu links coulu be uefineu between them anu builu a
hieiaichy that will be ieflecteu in a gantt uiagiam in the enu)
Pioject management system
Pag 94
Tasks can (optionally) contain both Inciuents associateu anu Woik-0iueis
that iepiesent a uecomposition of the task in uiffeient woik packages foi one
peison (assigneu to only one peison). This allow to see in a single view in
which pieces a task is maue of, both in planneu woik (Woik oiueis) anu in a
non planneu woik (inciuents).



@'K,4 044/-+7,+)
As in any othei Integiia featuie, in the Enteipiise veision theie is a complex
ACL system that allows Integiia to uiffeientiate who can see some specific
things anu which level of access he has to them. In pioject management, the
Pioject management system
Pag 9S
access system is completely gianulai anu allows the uefinition of only one
pioject managei who is the only one that can cieate tasks anu assign ioles in
the pioject. In this way, he can uefine a 4((1 of people (anu theii ioles) in each
pioject. These people can be paiticipant of seveial gioups anu the peison
iesponsible of this pioject will be the one who ueciues which ioles they will
have in the pioject. In each task is possible to associate one oi seveial sub-
manageis of auuitional pioject that can also cieate tasks, incluue people, etc.
These useis shoulu have the pioject managei iole.
Inuiviuually, by task, these ioles can be fixeu, so not all the paiticipants in a
pioject coulu be in the same tasks. The paiticipants of a task can have
peimissions to mouify some paiameteis of this task (The piogiess level, the
task uesciiption) oi be simple useis with this task assigneu, so they coulu only
visualize it anu iepoit woik anu costs to it.


With the "pool" of people assigneu to a pioject, in each task will be selecteu
aftei, fiom the ones available at a pioject level, the ones assigneu foi each task.
By uefault all the available useis aie assigneu.
M,I )04:4 5.,0)/'+

Pioject management system
Pag 96


If you want to uefine a task, this woulu be uefineu within a beginenu
tempoiaiy limit, anu also with a ciiticality oi piioiity foi it.
Resouices (people) will be assigneu to it anu also objective cost anu time
iesouices (in houis). This is the appioach oi planning foi the task. Fiom heie
anu with the imputation of houis to this task that useis assigneu to it woulu
uo, we coulu know ueviations in time, costs anu plannig on iesouices
houispeison. Integiia will automatically geneiate these iates that can be
check in ieal time.
The fiist step is to cieate a task. We coulun't assign iesouices, auu files, assign
woik units, etc, if we haven't cieateu the task. 0nce the task is cieateu, next
step is to assign iesouices (people) to this task.
904:4 0+6 5'4)4
Each task costs aie calculateu in base on each piofile costs (houisemployee)
anu on assigneu auuitional costs (cost invoices, auuitional costs oi any othei
way) that is uiiectly assigneu to the task (anu theiefoie to the pioject). This
Pioject management system
Pag 97
cost management by piofile ( calleu iol in Integiia as to uiffeienciate it fiom
the application usei piofiles) is uefineu on the 0seis -> Role section



Task assigneu to a pioject can be visualizeu as a table anu this one shows the
task anu its piioiity. If one task uepenus on othei, a giaph will appeai with
houi stimation anu ieal assigneu houis, ieal time spent, each task cost pei
houi, the numbei anu list of people assigneu to that task, the beggining anu
enu of the task etc.
904:4 0+6 G.'=,5)4 6,K,)/'+
The piojects go to ueactivate state, keeping all info they contain. A ueactivateu
pioject can be eiaseu anu also all woik units that it contains that tuin into
"oiphans" anu that aien't asssigneu to any pioject oi task but they iemain.
In oiuei to ueactivate a pioject, you have only to piess the button that has a
ieu cioss at geneial pioject view iigh siue. This pioject will go authomatically
to ueactivateu piojects view. These piojects uont notify authomatically neithei
the task, pioject oi milestone closing. These piojecs can be activateu fiom
ueactivate pioject view. To get access to this view go to piojects menu ->
ueactivateu piojects.
A ueactivateu pioject can be 6,K,),6 , but this task must be uone caiefully,
because it B0ESN'T uelete the woik units assigneu to this pioject but the info
Pioject management system
Pag 98
of all the tasks associateu to this pioject. "0iphan" units iemain, but they
coulun't be ielateu with an specific task oi pioject



<.'=,5) 70+0-,7,+) (4/+- 904: <K0++/+-
Task planning is an agile task managei tool. Its possible to ciete anu uelete
task, to mouify the ownei anu task status with a few clicks.
Fuitheimoie if offeis statistics such as: numbei of task pei each status, houis
woikeu by employee anu task assigneu to each employeee.


Pioject management system
Pag 99

To upuate the task infoimation you can peifoim all changes you want anu
then click on SG60), button to save it. If the task has seveial employees
assigneu anu you want to change this fielu you must go to uetaileu euition
view by clicking in the wiench icon in the iight column. To uelete a task you
can use the cioss button in the iight column.
The task status colois anu name has the following meaning:
! <,+6/+- 8IL/),;: Between u% anu S9%
! *+ G.'-.,44 8?,KK'I;: Between 4u% anu 89%
! >'7GK,), 8&K(,;: Between 9u% anu 99%
! [,./H/,6 8-.,,+;: 1uu%
To auu a new task just click on %66 )04: it will uisplay a foim, now fill the
fielus anu click on >.,0),"



@,G'.)4 0+6 .,4(K)4
9/7, 10G <.'=,5)4 &? G,.4'+
Pioject management system
Pag 1uu
This option allow us to see in a visual way, foi an specific peison, in an specific
inteival, in which piojects has he ueuicateu time anu show it in a scale.



<.'=,5) JB,.B/,I
It is the main view of one pioject. Fiom heie we can euit some geneial uetails
of the pioject anu see a global iepoit about the pioject status.This iepoit, as
many otheis, can be visualize in PBF clicking in the PBF icon at the iight of the
title.


Pioject management system
Pag 1u1

904: 25L,6(K,.
Shows giaphs of loau uistiibution of tasks by usei anu allows to euit in a quick
way all the tasks of one pioject, anu also to auu oi uelete them.

Pioject management system
Pag 1u2

9/7, 10G
Similai to the pioject of time by peisonpioject, this giaphs iepiesent the
imputation of times of each usei by task in this pioject, in a piopoitional way
an in scale.It is inteiactive anu allows, by positioning the mouse, get moie
infoimation.
Pioject management system
Pag 1uS



*+),.05)/B, V0+)) C/0-.07
It shows the pioject infoimation, meiging the ieal imputation (in ieu), with
the task piogiess (in gieen) anu the oiiginal planning (blue). It shows
uepenuencies anu milestones.

Pioject management system
Pag 1u4



904: JB,.B/,I
It shows the specific infoimation of a task:Its piogiess in time, assigneu houis,
assigneu houis with cost, ieal cost (baseu in the assignation of the people that
woik in it, anu its cost pei houi). It allows to uefine a staitenu uate oi a total
amount of houis (to ieflect the numbei of people that woiks in it). It is also
possible to uefine that the piogiess of the task will be ieflecteu uepenuing on
the % of assigneu houis with iegaiu to the total of scheuuleu houis.

Pioject management system
Pag 1uS



C,)0/K 'H c'(. %44/-+0)/'+
The uetail of assignations of total houis (anu by task) of each peison shows
the action of each usei, in the uate that it was uone, the uesciiption, the task oi
subtask anu a set of attiibutes that aie shown as icons. +
The pioject managei can "ceitificate" a W0, so the usei will not coulu to
mouify oi uelete it. The peison that iepoits this woik unit can see this woik
unit, mouify it (if it is not ceitificate) anu uelete it.

Pioject management system
Pag 1u6

>.,0)/'+ 'H M,I A'.: S+/)4
The cieation of a W0 allows to fulfill a set of fielus that aie simple (uesciiption,
numbei of houis woikeu in the woik unit, assigneu piofile, etc). In auuition to
these fielus theie aie some checks that allows to "uiviue" the woik unit in
blocks of x houis (by uefault 8 houis) anu uistiibute this time in uiffeient
Woik 0nits (W0) thiough the time (foiwaiu oi backwaiu, uepenuing on what
you select) with the same content that the oiiginal, excepting by the uate. It is
the suitable way to "fulfill" the houis to complete the holiuay scheuule, foi
example.
The woik units of a pioject can be cieateu fiom the contextual menu of the
task wheie you want to auu the woik unit (Pioject -> Select pioject -> Select
task-> Auu woik unit).
0i it is also possible to uo it in a geneial way fiom the usei view (0seis-> Auu
spaie woik units).The only way to auu woik houis in the thiee special
assumptions that Integiia INS consiuei is fiom the usei view (Auu spaie woik
units):
! Boliuays
! Not woiking uue to illness
! Not justifieu
Pioject management system
Pag 1u7
These concepts coiiesponu to special task in an special pioject that is
computeu in a uiffeient way.
The woik units can be cieateu one by one oi in blocks to make it easiei anu in
oiuei to coulu visualize all of them befoie uploauing them to the system.




Pioject management system
Pag 1u8
904: %))05L,6 3/K,4
The Integiia INS task managei allows to attach files to the tasks. These files
aie stoieu in the seivei anu the will be kept in the attachments uiiectoiy. It is
possible to uploau as many files as you want (theie is not quota managei o
maximum stoiage). All the uploaueu files will be accessible by useis with
ieauing peimissions of the task.

1'B, 904:
It is possible to move the task fiom one pioject to anothei one. To uo this,
biowse by the pioject tiee, finu the pioject anu the task that you want to
move. 0nce theie, select the option of moving task anu select the uestination
pioject. If what you want is to change the paient task, euit the piopeities of it
anu change the paient. The W0 of the task aie associateu to the task, so if this
task changes pioject oi paient task, it uoesn't mattei, because the W0 aie
always associateu to the task, to to the pioject.



904: @,G'.)
Integiia INS has an option to senu an automatic iepoit about the task an its
cuiient status to all the task membeis. Select Pioject -> Task -> Task iepoit to
have access to this tool.
Pioject management system
Pag 1u9
The task iepoit will automatically geneiate a text that you can mouify oi
customize. If you click on the senu button, it will geneiate an email
automatically anu it will senu to each one of the people that woik in that task.

904: 9.05:/+-
Integiia INS uoes a tiacking of almost all infoimation sections oi items that
aie susceptible to changes. In the case o the task it iegistei all the opeiations
of opening, closing , change anu auuition of infoimation; eithei in the foim of
Woikunit oi in the foim of attacheu file.
Pioject management system
Pag 11u

V,+,.0K 9.05:/+- @,G'.)4
Though the geneial tiacking iepoits visualize also the inciuent infoimation
(ticketing), they aie veiy useful to uo the peisonal tiacking of activity on
piojects. The compiehensive iepoit allows to uo a uetaileu tiaceability of the
activity of one peison, in a iange of uates. This way, we can know which task
has he uone, how many time has he spent on them, anu we can "see the uetail"
of each one of them, listing the woik units iepoiteu to each tasksubtask, at
the maximum level of uetail. This iepoit can also visualize in "full scieen"
which allow us to piint it uiiectly fiom the biowsei (oi geneiate a PBF with
the biowsei).
When you select an usei, you can select a uate iange. This will show the list of
piojectstasks on which the woik houis has been assigneu. It shows the
assigneu houis by this peison in this inteival an then compaies with the houis
assigneu in T0TAL by all people in that task.

Pioject management system
Pag 111



The same infoimation is show a bit fuithei uown in giaph foimat.


If we click on any of the task shown, you can see the uetaileu iepoit, in this
peiiou of time, foi this usei anu foi this task. This uetaileu infoimation coulu
Pioject management system
Pag 112
be euiteu if we aie auministiatois. If the woikunits have been alieauy
valiuateu, nobouy can mouify them except the auministiatoi oi its team
managei.



A'.: J.6,.4
The woik oiueis allow to manage the uiffeient tasks that aiise in the uaily
woik anu that aie not necessaiily associateu to a pioject. Besiues, it is a quick
anu easy way to assign tasks that uon't neeu to be scheuuleu, because it allows
to assign an usei to be in chaige of uoing the woik unit
N70/K M')/H/50)/'+4
Pioject management system
Pag 11S
Integiia woik oiueis offeis the possibility of senuing to the paities conceineu
email notifications when any change occuis (cieation, mouification, new note,
etc) in the woik oiuei. This featuie is optional anu is configuieu activating the
flag "email notifications" that is available in each one of the woik oiueis.
You can see how to configuie this featuie in the section Email configuiation.
You will be able to uistinguish in an easy way the emails that come fiom woik
oiueis that they alieauy have, in the content of the issue, something like this:
[WO#9/e06b9/admin] [Integria IMS - the ITIL Management System] NEW WO #9 Test send note by
email
>.,0)/'+ 'H M'),4 &? ,70/K
It is possible to auu a new note to a woik oiuei using the email.
This N+),.G./4, H(+5)/'+0K/)?W 0KK'I4 )' 066 0 +,I +'), 4/7GK? &?
0+4I,./+- )' )L, ,70/K 044'5/0),6 )' )L, I'.: '.6,."
VK'&0K 904: %44/-+0)/'+


Pioject management system
Pag 114
The section VK'&0K 904: %44/-+0)/'+ allows to see the task that an specific
usei has assigneu, his iole in the task, the woik units that he has assigneu anu
the task total woik units.
Besiues, fiom heie we can assign to this usei, in a quick way ("as a whole")
specific tasks.
This section is specially useful foi auministiatois. In it they coulu see if an usei
has assigneu task that he shoulun't have, eithei in a global way oi seeing that
the usei hau not assign any houi in the task. 0i also confiim that the usei iole
in this task is the iight one. Beie we can "iemove" an usei fiom a task with
just one click.
Customei Relationship Nanagement (CRN)
Pag 11S
d" !"#$%&'( *'+,$-%.#/-0 1,.,2'&'.$
!"#$%
The customei management can be uone with Integiia INS: Nanaging anu
maintaining a ielational uatabase with accounts (that teim incluues
companies, oiganizations, companies), contacts (people), contiacts, invoices
anu "iecent activity" on a single account, all ielateu betweem them.
Closely ielateu to this is the inventoiy, wheie inventoiy items linkeu thiough a
contiact, anu this is linkeu to a company. Thus, it is possible to know when
theie is an inciuent, which company is ielateu to the pioblem anu what
contacts, invoices, anu iecent business activity is on that account.
The customei management mouel is theiefoie baseu on foui elements:
companies (oi account), contact, contiact anu invoice.
>'7G0+/,4 T %55'(+)4
Companies aie at the "cential" client management, stoie uata about the
company oi oiganization. That is, the name, phone, .'K, which has as a
company anu ceitain othei infoimation. 0f paiticulai ielevance is the gioup to
which he belongs, because only useis belonging to Integiia of that gioup can
view uata foi that company.
>'7G0+? .'K,4
Company ioles aie useu to classify the companies into categoiies such as:
paitneis, customeis, manufactuieis, ieselleis, potential customei, anu so on.
>'+)05)4
Contacts aie the people associateu to a given company. We stoie in the contact
infoimation about the peison, his phone, email auuiess anu of couise
company wheie he woiks.
Sometimes we uon't want to have a company foi each single contact we have,
because aie "not ueep ielationship contacts", that means, we only want to
keep it's peisonal uata, but his company is not impoitant at this time. This
coulu be foi example, to collect infoimation foi a mass-mailing of aftei a faii,
anu we cieate a "fictional" company to gioup all people like that, foi example:
"Campaign CeBit 2u12". If latei, we stablish ieal commeicial ielationship with
Customei Relationship Nanagement (CRN)
Pag 116
his company, we can cieate the company iecoiu, anu ieasign the contact to the
ieal company.
In the enteipiise veision, useis only have access to a contact if they access to
the company wheie the contact belongs.

>'+).05)4
Linkeu to a company, they take impoitant uata, like ammount ($$),
staitenuinu uate, anu of couise, company. 0seful to seaich neai enuing
contiacts, oi how bigsmall they aie anu othei uesciiptive infoimation.

As with the contacts, Enteipiise veision allows to iestiict what a specific usei
can view oi not, in this case, the contiact infoimation.
*+B'/5,4
Similai to the contiacts, we use them to know if exists unpaiu invoices, anu to
know how much is billeu to a paiticulai company. The system is useu to
manage the invoices ISS0EB by us, this is, in any case is an ERP that seives to
Customei Relationship Nanagement (CRN)
Pag 117
calculate cash cycles, non payments management oi othei chaiacteiistics that
an ERP has got. The invoice management, that incluues the invoice geneiation
of invoices in PBF; is auuiesseu fiom the point of view of Client management,
not pioviueis.
In the Enteipiise veision theie is the access contiol to the invoices of one
company. Some people have access to them: the ownei of the company anu the
useis that have management piofiles (CN). In the 0pen veision, all people has
access to the invoices.



Invoices have seveial fielus, the most impoitant of them aie:
! Invoice iuentification: Invoice numbei. It can't be uuplicateu with
anothei invoice of the system. This system is only foi invoices issueu by
oui company, so it shoulun't be possible to have two invoices with the
same IB.
! Refeience: 0sually to show an oiuei numbei, puichase oiuei oi similai.
It is optional.
Customei Relationship Nanagement (CRN)
Pag 118
! Invoice status: Status of the invoice: Penuing of payment, paiu oi
cancelleu.
! Bate of cieation anu effective uate of payment.
! Concept: Theie aie five lines, with five amounts. Foi each concept you
shoulu wiite the amount. Always without taxes, gioss amounts.
! Taxes: Show the %, i.e: 21 foi 21%.
! Cuiiency: E0R by uefault.
! Besciiption: Text that will be shown in the invoice, usually claiifying
oiuei uata, auuing moie infoimation (as foi example the account
numbei foi the payment, etc).
! Attachment: If theie is an invoice geneiateu by othei system anu we
want to save an image of the invoice oiiginal file, we can uo it heie,
attaching a file.


Customei Relationship Nanagement (CRN)
Pag 119


*+B'/5, K'5:
It is possible to lock an invoice- with the paulock icon- so once it has been
lockeu, it coulun't be mouifieu. 0nly the peison that lockeu the invoice coulu
mouify oi uelete it.
10/+ B/,I 8>'7G0+/,4;
Fiom this view, we can see almost all the ielevant uata, anu make small
seaiches oi filteis to view the uesiieu infoimation. In the next view can
uiiectly access the company uata, oi youi contacts, contiacts oi invoices,
clicking on the icons on the table:



This is the uetail view of the company, wheie we can upuate the uata.

Customei Relationship Nanagement (CRN)
Pag 12u


Beie we can see iecent activity on this company (the latest is up). We can auu
moie activity with ease.


Customei Relationship Nanagement (CRN)
Pag 121


This is a list of cuiient bills. Clicking on any of them can see the uetails oi
uownloau the attachment of the bill.


A usei can access to a company infoimation when it's the "managei" foi that
company, oi it's assigneu to a company "paient" of that company. The same
access mouel is applieu to all items belonging to a company (contiacts,
invoices, contacts...). This is only applieu in the Enteipiise veision.
@,G'.)4 0+6 K/4)/+-
Customei Relationship Nanagement (CRN)
Pag 122
0ne of the most impoitant paits of a customei uatabase oi a set of ielationship
management (CRN) is the possibility of getting listings uata in a flexible anu
usei-uefineu. Integiia has the ability to geneiate lists to uownloau to PBF,
BTNL, CSv anu also automatically scheuuleu with the piogiammei iepoits.
In oiuei to use this featuie, you neeu to know SQL language oi ielying on
exteinal iepoiting engine like "Ciystal Repoits". The stiuctuie of the Integiia
uatabase is in the file /+),-./0`6&"4FK in the main uiiectoiy of Integiia.
Repoit builuei is in the section "Peisonal". This is an example of cieation anu
implementation of the iepoit that uisplays all the contacts in a specific
"account" which incluues a newslettei geneiic contacts.





Customei Relationship Nanagement (CRN)
Pag 12S

Theie is a iepoit scheuulei that allows you to senu these iepoits in PBF
foimat via email. To uo this you shoulu cieate them fiist. Theie aie pieuefineu
iepoits, like foi example the inciuent iepoit, that senus a iepoit similai to the
one geneiateu in ieal time fiom the inteiface. In the futuie this scheuulei
coulu show Leaus iepoits anu also iepoits about the evolution of some
specific pioject.

Z,064
Thiough the Integiia leau management we can uo a tiacking of possible
clients. 0sually these leaus entei in an "exteinal" way (thiough API), thought
they can also be cieateu manually fiom the euitoi. Same as othei items in
Integiia, a Leau has an "ownei", that is the peison who manages it.
Customei Relationship Nanagement (CRN)
Pag 124
The system allows to wiite the activity of that leau anu mouify its status, so it
piogiess fiom a leau "not classifieu" to a close winuow (oi lost). The leaus can
foiwaiu (mail foiwaiu) oi manage uiiectly by email fiom the tool. If it is uone
fiom Integiia, the senuing will coulu be manageu anu the ieception of
iesponses of email, that will be showeu in the leau tiacking, because the have
in CC the Integiia auuiess, in oiuei this coulu "get" the leau iesponse email.
>.,0)/+- 0 Z,06 )L.'(-L 0 A,& H'.7
0sing the API WEBSeivice (REST) of Integiia INS, it is possible to intiouuce
the infoimation of youi leaus in an automatic way in the tool.
Next we aie going to explain a shoit example about how to cieate an sciipt to
uo this task.
The following PBP coue cieates a foim anu collect the uata sent by the foim.
With them it composes a call to the Integiia INS API that cieates a new leau.
<?php //Config parameters $integria_url = "http://192.168.70.163/integria"; $user =
"api_user"; //Get post parameters $name = $_POST["name"]; $email = $_POST["email"]; $company
= $_POST["company"]; $role = $_POST["role"]; $country = $_POST["country"]; $comments =
$_POST["comments"]; //Create url to call the API $myurl =
$integria_url."/include/api.php?user=".$user."&op=create_lead&params=".urlencode($name).",".ur
lencode($company).","; $myurl .=
urlencode($email).",".urlencode($country).",0,0,,,".urlencode($role).",,,".urlencode($comments
).",1,0"; // Configure curl $ch = curl_init(); curl_setopt($ch, CURLOPT_URL, $myurl);
curl_setopt($ch, CURLOPT_HEADER, 0); curl_setopt($ch, CURLOPT_RETURNTRANSFER, TRUE); // Send
curl request and close $ret = curl_exec($ch); curl_close ($ch); ?> <h2>Integria IMS Lead
form</h2> <form method="post"> Full name: <input type="text" name="name" size="35" > <br> <br>
E-mail: <input type="text" name="email" size="25" > <br> <br> Company: <input type="text"
name="company" size="30" > <br> <br> Position: <input type="text" name="role" size="30" > <br>
<br> Country: <input type="text" name="country" size="20" > <br> <br> Comments and questions:
<br> <textarea name="comment" cols="50" rows="8"></textarea> <br> <br> <input type="submit"
name="submit" value="Submit"> </form>
The iesulting foim is like this:

Customei Relationship Nanagement (CRN)
Pag 12S


Next we comment the coue pait. The two fiist vaiiables uefine the uil wheie
Integiia is hosteu anu the usei that has peimissions to use the API functions.
//Config parameters $integria_url = "http://192.168.70.163/integria"; $user = "api_user";
The following assignations collect the values sent by the foim anu assign them
to vaiiables foi futuie use.
//Get post parameters $name = $_POST["name"]; $email = $_POST["email"]; $company =
$_POST["company"]; $role = $_POST["role"]; $country = $_POST["country"]; $comments =
$_POST["comments"];
Next will be cieateu a text stiing with the uil that we use in oiuei to cieate the
leaus thiough the Integiia INS API. Besiues the seivei auuiess anu the usei,
aie cieateu the paiameteis (4 with the value 0&%-2%@1%-. that shows the API
function to use anu 4-&-8! with the function paiameteis.
//Create url to call the API $myurl =
$integria_url."/include/api.php?user=".$user."&op=create_lead&params=".urlencode($name).",".ur
lencode($company).","; $myurl .=
urlencode($email).",".urlencode($country).",0,0,,,".urlencode($role).",,,".urlencode($comments
).",1,0";
Customei Relationship Nanagement (CRN)
Pag 126
An example of the iesult of the iesulting uil coulu be the following:
http://192.168.70.163/integria/include/api.php?user=api_user&op=create_lead&params=Dario,Artic
a+ST,Rodriguez,Spain,0,0,,,Developer,,,,1,0
Finally, the coue makes a call to the Integiia INS API thiough the PBP C0RL.
// Configure curl $ch = curl_init(); curl_setopt($ch, CURLOPT_URL, $myurl); curl_setopt($ch,
CURLOPT_HEADER, 0); curl_setopt($ch, CURLOPT_RETURNTRANSFER, TRUE); // Send curl request and
close $ret = curl_exec($ch); curl_close ($ch);
If you senu a foim, like foi example this:



A new leau will be cieateu, as you can see in the following scieenshot:

Customei Relationship Nanagement (CRN)
Pag 127


&18), ;?5#9#5/ -8"8D1=1"5 572*'D7 6=8#:,
Integiia INS allows to manage the commeicial activity of the leaus thiough
emails. This N+),.G./4, H(+5)/'+0K/)? will allow you to upuate the
conveisation between the paits anu uploau files to the leau in an automatic
way. To uo this a mailbox is useu so Integiia will ieau the emails to get the
infoimation anu the files.
This featuie is useu thiough the option @,4G'+4, ,70/K that is available in the
leaus. With this option Integiia will senu an email auuing a token of
type eZ,06fERg at the beginning of the email subject, besiues, when senuing
the emails the iefeience box auuiess will be auueu in the fielu >5.
This way, when a client oi a salespeison iesponse to this email, one copy will
be sent to the iefeience box anu Integiia will iuentify the email anu piocess it.
To upuate the leau, the infoimation of the email bouy will be auueu in the leau
activity anu the attacheu files will be uploaueu to the seivei linking to the
coiiesponuing leau.
Customei Relationship Nanagement (CRN)
Pag 128

It is veiy impoitant that both youi clients anu the salespeison use the featuie
of @,4G'+6 )' 0KK of youi email client in oiuei to waiianty that an email copy
will get to the iefeience box that is in the fielu C0


>07G0/-+4
Campaigns allow to gathei infoimation about a piomotional campaign of a
piouuct oi seivice. 0sing the Newslettei anu Leaus functionalities you coulu
veiify the effectiveness of the campaign.

A campaign is uefineu by the following paiameteis:
! 9/)K,:The campaign title.
! 2)0.) C0), anu N+6 C0),: Bates to uefine the uuiation of the campaign.
! NQG,+4,4: Total costs associateu to the campaign. This fielu is useu to
make seveial calculations about the effectivity of the campaign.
! C,45./G)/'+: Campaign uesciiption.
With the uata of the uiffeient souices Integiia INS will cieate the campaign
iepoit that you coulu see clicking on the G2-2'!2'0! button in the uppei siue, in
the campaign view.

Customei Relationship Nanagement (CRN)
Pag 129

This iepoit has uata about the state of sales associateu to the campaign, an
also the ietuin on investment of the campaign itself. You coulu also see
statistics about the effectivity of the newslettei anu the leaus conveision iatio

To uevelop a campaign you neeu to complete two tasks: cieate leaus fiom a
customizeu foim, which incluues youi campaign IB, anu cieate a newslettei
linkeu to this campaign. Foi both tasks, you neeu to have youi Integiia
accessible fiom inteinet, to be able to use the API foi Leau cieation, anu to
access the tianspaient pixel useu in the newslettei to know how many people
opens the mail containing the newslettei


NQ07GK, 'H 0 >07G0/-+ >.,0)/'+
The fiist step is to cieate a campaign with the uuiation anu coiiesponuing
costs, as you can see in the pievious section.
0nce that the campaign is uefineu, you coulu associate the coiiesponuing
Leaus anu the Newslettei euitions that you want to the campaign.To associate
them you will have to go to each one of the Newslettei leaus anu euitions anu
select the chosen campaign in the fielu >07G0/-+.
Customei Relationship Nanagement (CRN)
Pag 1Su




You coulu associate the campaign to as many leaus anu euition of newslettei
as you want. Fiom the moment when you auu the uiffeient leaus anu euitions,
it will be possible to visualize the iesult of the campaign thiough the iepoit
that will be upuating in an automatic way uepenuing on the vaiiation of uata
fiom leaus anu newslettei euitions associateu.

Customei Relationship Nanagement (CRN)
Pag 1S1


Inventoiy
Pag 1S2
h" !"#$"%&'(
The *+B,+)'.? menu pioviues all the necessaiy elements to auu all the item
gioup the company has got, its location, its manufactuiei, its suppoit contiact,
the people anu contact telephones, etc. The inventoiy items aie a key piece of
the ticketing system (inciuents) because them allow to associate an inciuent to
an asset ielateu to the business.
The *+B,+)'.? allows to cieate type of inventoiy objects with customizeu
fielus. This way, the system auapts to all neeus anu allows to uo seaiches with
gieat uetail level.
>.,0)/'+ 'H 0 9?G, 'H *+B,+)'.? J&=,5)
The types of inventoiy object aie useful to customize the uiffeient elements
that aie going to be useu in inventoiy. You can manage the type of objects
clicking on the optionJ&=,5) 9?G,4.
We aie going to explain the peifoimance of the object types with an example,
we aie going to cieate an inventoiy object type calleu G(/2=-&% that will have
the associateu fielus K%&!'() anu I%!0&'42'().


An inventoiy object type has associateu a name, an icon, the minimum value
that shoulu have the stock anu a uesciiption. Besiues we coulu uefine if this
type will be shown oi not as ioot in the inventoiy tiee view. Foi each type, it is
possible to auu customizeu fielus.

Inventoiy
Pag 1SS


These fielus coulu have an unique value that seives as iuentifiei anu they
coulu be selecteu to be inheiiteu by othei objects. Anothei chaiacteiistic is
that they coulu be selecteu to be shown in the seaich. This way, the
visualization of the inventoiy in the seaich is also flexible.
The customizeu fielus coulu be of numeiic, text, combo type oi exteinal type.




The exteinal type fielus makes iefeience to an exteinal table in the uatabase.
When they aie cieateu, you shoulu uetail the name of the table anu the
iuentifiei fielu of it.
Inventoiy
Pag 1S4

When you select the value of these fielus it will shown a moual scieen showing
all the exteinal table infoimation.




To auu an exteinal table an using latei in the inventoiy objects, you shoulu
only have to auu the table that you want with the coiiesponuing uata in the
Integiia uatabase. The maintenance of this table is uone in a manual way,
so you shoulu have to opeiate with it thiough SQL sentences

Inventoiy
Pag 1SS

>.,0)/+- 0+ *+B,+)'.? J&=,5)
In oiuei to cieate a new inventoiy object you only have to click on the
option >.,0), /+B,+)'.? '&=,5) fiom the left menu. Then you will see the
following foim with all the available options to configuie the inventoiy object.




The most impoitant fielus in this foim aie: JI+,., %44'5/0),6
507G0/-+4, %44'5/0),6 (4,.4 anu <(&K/5. These fielus uefine who sees the
object. This way the object will be accessible by the ownei, by the useis
associateu uiiectly to the object oi by the useis that belongs to an associateu
company, besiues if you select the tab >"#1'0 , the object coulu be seen by
eveiybouy.
An inventoiy object can have a "hieiaichy" of objects (an object coulu be chilu
of anothei). This is uefineu when you select a "paient". Besiues of this
ielationship paientchilu, it is also possible to set ielationships between
objects.
Inventoiy
Pag 1S6
The Integiia INS inventoiy has a simple contiol system of stocks. To manage
the stock, all the inventoiy objects have an "status" fielu that allows to have a
stock system. The possible status aie: New, In use, Not useu anu iemoveu.You
can also iegistei the uate of ieception anu stait anu enu uata.
Let's see an example of inventoiy object: The %44'5/0),6 tab shows the
objects that aie ielateu with it. It is possible to associate new objects, so you
only have to select it fiom the combo anu link it as we show next. This way, it
is possible to ielate othei objects besiues the paient object.



The 5'+)05) tab shows the people associateu to this inventoiy object. We can
click on any of them to have a uiiect access to its infoimation.

The inventoiy object 044'5/0),6 /+5/6,+)4 tab shows which inciuents have
suffeieu this object anu in which status aie them. We can click on any of them
to have access to its infoimation uiiectly.


Inventoiy
Pag 1S7
The ).05:/+- tab shows the changes that aie maue in the inventoiy object, as
foi example the change of ownei, if an object type is associateu, a paient
object...


*+B,+)'.? 2,0.5L,4
The iesult of the inventoiy seaich coulu be visualizeu in two ways: Tiee oi list.
In the tiee view aie shown the inventoiy objects gioupeu by type. It is also
possible to visualize the stock, anu it shows: Total unities: News: Not useu:
Ninimum Stock. If the numbei of total unities is lowei than the minimum
stock, it will be maikeu in ieu.

Inventoiy
Pag 1S8



In the list moue view infoimation about the inventoiy is shown, anu also theii
customizeu fielus that have been selecteu to be shown.

Inventoiy
Pag 1S9



The fielus to uo seaiches aie these:
! Fiee Text Fielu, that makes iefeience to the name oi uesciiption of the
inventoiy. This will be like this if any customizeu fielus aie selecteu. In
this case, the seaich is limiteu to the value of these fielus.
! 0bject type
! Customizeu fielus of the object type
! 0wnei
! Nanufactuiei

Inventoiy
Pag 14u



Besiues, you can expoit the seaiches iesults in PBF anu CSv to get lists to auu
to any type of iepoit.
*7G'.)/+- *+B,+)'.? C0)0 H.'7 >2[
Theie is an option to impoit inventoiy uata fiom a CSv file. To uo this, the file
is loaueu with a line pei inventoiy anu the values sepaiateu by commas. The
oiuei shoulu be the following:
0bject type, 0wnei, Name, Public,Besciiption, Contiact, manufactuiei, Paient.




*+B,+)'.? 2?+5L.'+/P0)/'+ I/)L <0+6'.0 312
Integiia allows to cieate inventoiy objects synchionizing the infoimation of
the agents that alieauy exist in a Panuoia FNS instance that is locateu in its
system.
Inventoiy
Pag 141
To stait it is necessaiy to configuie the paiameteis that connect Integiia INS
with Panuoia FNS. The configuiation is locateu in the Setup menu -> Panuoia
FNS Inventoiy.



You shoulu configuie the following compulsoiy paiameteis in the foim:
! <0+6'.0 312 S@Z: 0il wheie the Panuoia FNS console is accessible.
! <0+6'.0 312 %<* G044I'.6:Panuoia FNS API passwoiu.This
paiametei is configuieu in the Panuoia FNS console
! <0+6'.0 312 S4,.: 0sei to have access to Panuoia FNS infoimation.
! <0+6'.0 312 S4,. G044I'.6: Passwoiu of the Panuoia FNS usei.
! C,H0(K) >'+).05): Befault contiact associateu to the object.
The inventoiy synchionization is uone thiough the maintenance sciipt once a
uay. You can see how to install this sciipt in the setup section.
In oui Panuoia FNS instance we have the following agents installeu anu we
want to synchionize them in the Integiia inventoiy.

Inventoiy
Pag 142


0nce Integiia is configuieu, it will synchionize the agents anu the inventoiy.
Fiom this moment we will have available the agents in the 'Panuoia agents'
type of inventoiy object.


Inventoiy
Pag 14S

This synchionization will cieate the inventoiy objects with the infoimation of
the agents monitoieu in the Panuoia FNS seivei.
These aie fixeu fielus anu it is not possible to extenu them. If you neeu to
customize the infoimation extiaction of one uevice oi PC, you can use the
following section, about get inventoiy infoimation fiom Panuoia FNS agents
uiiectly in Integiia INS.
@,7'), *+B,+)'.? &04,6 '+ <0+6'.0 312 0-,+)4
This N+),.G./4, functionality allows to extiact customizeu inventoiy
infoimation of any uevice anu opeiative system.
The iemote inventoiy is baseu in the use of the Panuoia FNS softwaie agents
that aie installeu in the machines fiom which we want to extiact the
infoimation.
The agents collect inventoiy infoimation thiough sciipts anu they senu it to
the seivei wheie Integiia INS is being peifoimeu.0nce the infoimation is got
Integiia will piocess it anu will cieate the necessaiy inventoiy objects baseu
on the ieceiveu uata.


Contiaiy to the "Inventoiy Synchionization with Panuoia FNS+ 2( "!%
23% Remote inventoiy baseu on Panuoia FNS agents B5 #, "*5 "1?1,,82/ 5*
#",58:: 571 @8")*28 E-> 844:#?85#*"F /*' +#:: *":/ 7891 5* #",58:: 571
8D1"5, #" 571 =8?7#"1, 5785 /*' +8"51)


@,7'), *+B,+)'.? *+),.+0K <,.H'.70+5,
Panuoia FNS agents senu an XNL file with the inventoiy infoimation to the
seivei that suppoits Integiia INS. Integiia piocesses these files thiough the
maintenance sciipt, the file piocessing is uone eveiy S minutes.

Inventoiy
Pag 144


With the inventoiy infoimation sent in the XNL seveial inventoiy objects will
be cieateu. This way, if an agent senus infoimation about 12 applications
installeu in the system, theie will be cieateu 1S inventoiy objects (one foi the
agent anu 12 foi the uiffeient installeu applications).
When infoimation about a uevice oi inventoiy item is ieceiveu, two uiffeient
things coulu happen:
1. That the item exists: Then the inventoiy infoimation will be upuateu.
2. That the item uoesn't exist: In this case, a new inventoiy object will be
cieateu only if the type of associateu object is uefineu in Integiia.

It is impoitant to uefine the object types that will be useu befoie staiting to
make the inventoiy, next we explain how woiks the acquisition of uata in uetail
anu you coulu see how the types aie associateu to the uiffeient items.


Inventoiy
Pag 14S

Panuoia agents aie associateu to the type calleu <0+6'.0 0-,+)4, so in oiuei
to the inventoiy woiks it is necessaiy that it woulu be uefine. The othei
inventoiy objects aie associateu to theii types, as we explain next.


The following XNL with the inventoiy infoimation coulu be sent by a Panuoia
FNS agent.
<?xml version='1.0' encoding='UTF-8'?> <agent_data description='' group='' os_name='linux'
os_version='"CentOS release 6.4 (Final)"' interval='300' version='4.1(Build 130822)'
timestamp='2013/10/22 09:27:38' agent_name='localhost.localdomain' timezone_offset='0'
address='192.168.70.163'> <inventory> <inventory_module> <name><![CDATA[Users]]></name>
<datalist> <data><![CDATA[root]]></data> </datalist> </inventory_module>
<inventory_module> <name><![CDATA[Process]]></name> <datalist>
<data><![CDATA[COMMAND]]></data> <data><![CDATA[/sbin/init]]></data>
<data><![CDATA[[kthreadd]]]></data> <data><![CDATA[[migration/0]]]></data>
<data><![CDATA[[ksoftirqd/0]]]></data> <data><![CDATA[[scsi_eh_6]]]></data>
<data><![CDATA[sh -c ps -eo command | tr -d "" ]]></data> <data><![CDATA[ps -eo
command]]></data> <data><![CDATA[tr -d ]]></data> </datalist> </inventory_module>
<inventory_module> <name><![CDATA[Software]]></name> <datalist>
<data><![CDATA[acl;2.2.49;Access control list utilities]]></data>
<data><![CDATA[acpid;1.0.10;ACPI Event Daemon]]></data> <data><![CDATA[alsa-
lib;1.0.22;The Advanced Linux Sound Architecture (ALSA) library]]></data>
<data><![CDATA[alsa-plugins-pulseaudio;1.0.21;Alsa to PulseAudio backend]]></data>
<data><![CDATA[zenity;2.28.0;Display dialog boxes from shell scripts]]></data>
<data><![CDATA[zip;3.0;A file compression and packaging utility compatible with
PKZIP]]></data> <data><![CDATA[zlib;1.2.3;The zlib compression and decompression
library]]></data> </datalist> </inventory_module> <inventory_module>
<name><![CDATA[File system]]></name> <datalist>
<data><![CDATA[tmpfs;0;244M;/dev/shm]]></data>
<data><![CDATA[/dev/sda1;34M;426M;/boot]]></data> </datalist> </inventory_module>
</inventory> </agent_data>
Integiia will cieate an item foi the agent which iepoiteu the XNL anu next will
piocess the uiffeient inventoiy mouules sepaiately, foi example:
<inventory_module> <name><![CDATA[Software]]></name> <datalist>
<data><![CDATA[acl;2.2.49;Access control list utilities]]></data>
<data><![CDATA[acpid;1.0.10;ACPI Event Daemon]]></data> <data><![CDATA[alsa-
lib;1.0.22;The Advanced Linux Sound Architecture (ALSA) library]]></data>
<data><![CDATA[alsa-plugins-pulseaudio;1.0.21;Alsa to PulseAudio backend]]></data>
<data><![CDATA[zenity;2.28.0;Display dialog boxes from shell scripts]]></data>
<data><![CDATA[zip;3.0;A file compression and packaging utility compatible with
PKZIP]]></data> <data><![CDATA[zlib;1.2.3;The zlib compression and decompression
library]]></data> </datalist> </inventory_module>
You shoulu select the name of the inventoiy mouule that is uefineu in the XNL,
in this case 2'H)I0.,, to iuentify the type of object associateu to these items.
Latei will be cieateu inventoiy items with that type foi each one of the items
iepoiteu in the XNL:

Inventoiy
Pag 146
<datalist> <data><![CDATA[acl;2.2.49;Access control list utilities]]></data>
<data><![CDATA[acpid;1.0.10;ACPI Event Daemon]]></data> <data><![CDATA[alsa-lib;1.0.22;The
Advanced Linux Sound Architecture (ALSA) library]]></data> <data><![CDATA[alsa-plugins-
pulseaudio;1.0.21;Alsa to PulseAudio backend]]></data> <data><![CDATA[zenity;2.28.0;Display
dialog boxes from shell scripts]]></data> <data><![CDATA[zip;3.0;A file compression and
packaging utility compatible with PKZIP]]></data> <data><![CDATA[zlib;1.2.3;The zlib
compression and decompression library]]></data> </datalist>
The inventoiy items sepaiate the infoimation by the chaiactei i. The
infoimation will be uisaggiegateu as you can see next:
<data><![CDATA[acl;2.2.49;Access control list utilities]]></data>
acl 2.2.49 Access control list utilities
The fiist component uefines the name of the new inventoiy item, the iest of
components aie associateu to the fielus of the object type in the same oiuei in
which they aie shown in the inventoiy object uefinition. In this case the
seconu element is associateu to [,.4/'+ anu the thiiu to C,45./G)/'+.




Besiues all the items that coiiesponu to the elements will have as paient to the
agent that hau iepoiteu them thiough the XNL. The inventoiy object final
iesult cieateu foi this XNL element will be like in the following image:

Inventoiy
Pag 147


In the Inventoiy, with the objects cieateu fiom the XNL inventoiy uiffeient
mouules, will be shown an object foi the agent,in this case calleu
localhost.localdomain.

Inventoiy
Pag 148


By uefault, Integiia 4.u has uefineu the main inventoiy mouules foi Winuows
agents: Softwaie, Patches, BB, viueo, Seivices anu RAN. Next you can see an
example of how it will be shown:

Inventoiy
Pag 149

*+4)0KK/+- ),+)05K,`4,.B,.
Integiia iemote inventoiy functionality iequiies installing
the 2%)2-01%@!%&$%& application. Next we explain how to install it in the
uiffeient systems.
!"#$%&#"'$
To install the tentacle_seivei in 0nix_Linux systems you shoulu go to the
foluei %H2&-! in the Integiia uiiectoiy anu execute the following commanu with
ioot piivileges:
./inventory_installer
Aftei, you will coulu stait anu stop the seivice with the following commanus:
/etc/init.d/tentacle_serverd start /etc/init.d/tentacle_serverd stop
Inventoiy
Pag 1Su
(#")*+,
In Winuows systems you shoulu execute #7 3-). the seivei tentacle_seivei in
a shell executing the following commanu:
C:\wamp\www\integria\extras\tentacle_server.exe -a 0.0.0.0 -p 41121 -s
"C:\wamp\www\integria\attachment\inventory"
This shell shoulu be always open with the execution commanu.
@,7'), *+B,+)'.? >'+H/-(.0)/'+
The automatic inventoiy configuiation is locateu in the Setup menu in the tab
'>-).(&- JAG F)$%)2(&7. In this section you will see a section calleu N%8(2%
F)$%)2(&7.
The configuiable fielus aie:
! C,H0(K) 'I+,.: 0wnei by uefault of the new inventoiy object.
! %44'5/0),6 5'7G0+?: Companies by uefault foi the new inventoiy
object.
! %44'5/0),6 (4,.: 0seis by uefault foi the new inventoiy object.

The fielu C,H0(K) 'I+,. is compulsoiy, /H /) /4 +') 5'+H/-(.,6 )L, /+B,+)'.?
'&=,)4 I/KK &, +') 5.,0),6. The othei fielus aie useful to configuiation
puiposes of access ACLs anu to visualize objects

Besiues of the alieauy mentioneu fielus configuiation, it is necessaiy to enable
the maintenance sciipt. Y

If the maintenance sciipt is not enableu the files sent by the Panuoia FNS
agents will be not piocesseu



The file senuing is uone thiough a TCP connection to the poit 41121. Because
of this H'. )L, 5'..,5) G,.H'.70+5, 'H )L/4 H(+5)/'+0K/)? ?'( 5'(K6 L0B, )'
5L,5: )L, .'()/+- '. H/.,I0KK4 .(K,4 'H ?'(. +,)I'.:

Inventoiy
Pag 1S1

>'+H/-(./+- <0+6'.0 312 0-,+)4
To extiact the infoimation of the uevices you shoulu install the Panuoia FNS
agents. You can see the compatibility of the Panuoia FNS agent with youi
systems in the sectionSoftwaie agent iequiiements fiom Panuoia FNS
manual.
Theie aie veisions of the Panuoia FNS softwaie agents available foi seveial
platfoims anu each one of them has its installing piocess, all the infoimation
about the installing piocesses is available at section Panuoia FNS
InstallAgent install fiom Panuoia FNS manual.
The auuitional paiameteis to configuie in the agent aie these:
! 4,.B,.`/G: IP of the seivei that executes Integiia INS.
! 7'6(K,`GK(-/+: Biiective to execute sciipts to extiact the inventoiy
infoimation.
All infoimation about the softwaie agent configuiation is in the
section Panuoia FNS agent configuiation fiom the Panuoia FNS manual.
By uefault, the Panuoia FNS agents have available a plugin mouule to extiact
inventoiy infoimation. Yo can execute it with the following uiiective:
module_plugin inventory 1 cpu ram video nic hd cdrom software init_services filesystem users
process ip route
*+B,+)'.? >(4)'7/P0)/'+
If you want to customize the infoimation collecteu you can mouify this sciipt
oi cieate youi own sciipt. At section Local inventoiy fiom the Panuoia FNS
manual, you coulu see the XNL stiuctuie of the inventoiy mouules anu
examples of how to cieate inventoiy mouules foi Linux anu Winuows
platfoims.
Knowleuge Base
Pag 1S2
j" !"#$%&'(& *+,&
*+).'6(5)/'+
Integiia INS has a Knowleuge base management system ( WX in English) that
allows to have a base composeu by uiffeient aiticles, which aie oiganizeu
uepenuing on the kinu of piouuct, categoiy oi language in which they aie
wiitten).
It is a centializeu element of consult anu euition of aiticles, which coulu be
feeu by useis, both in a manual way anu thiough the inciuent system
]+'IK,6-, D04, 10+0-,7,+)
In the Knowleuge Base(KB) section we coulu see the uiffeient aiticles that it
contains, cieate new aiticles anu manage the uiffeient categoiies anu piouucts
to which each of them coulu belong to, anu also the access to these aiticle by
uiffeient gioups of useis.
In the main scieen (by uefault the Exploie siue menu) we coulu finu the view
with the uiffeient aiticles that compose the WX. This view allows to filtei all
the aiticles uepenuing on the categoiy oi piouuct of each element, anu also
the language in which it's wiitten. It is also possible to iefine the seaich
thiough a fiee seaich text file.

Knowleuge Base
Pag 1SS

As you can see in the pievious scieenshoot, foi each aiticle of the knowlege
base, the categoiy anu the piouuct to which it belongs to is uetaileu, anu also
the language, anu a2'8%!2-84 with the time fiom the last change, Fiom the
same view, we have the possibility of ueleting an aiticle uoing click on the ieu
cioss.

10+0-/+- >0),-'./,4
To cieate oi visualize the uiffeient categoiies that we have available in oui
knowleuge base, we shoulu click on the siue menu, on the 10+0-,
50),-'./,4 section.
Fiom this section, we can see the list of categoiies that we have cieateu. Each
of them will have assigneu an icon, a name, anu, optionally, a paient, that will
be the categoiy on which it's penuing. In the same view, we have
the NK,7,+)column that will show the numbei of aiticles that has assigneu
this categoiy. We coulu uelete a categoiy piessing on the ieu cioss of the
categoiy that we wish to uelete fiom the WX.


10+0-/+- <.'6(5)4
The uiffeient elements of a "KB" coulu also iefei to an specific piouuct, so,
same as with categoiies, we have the possibility of manage anu visualize
uiffeient piouucts, to assign them aftei to oui "KB" aiticles.
To have access to this section, we shoulu click on "Piouuct Nanagement" in
the siue menu of the "KB" section. 0nce heie, you coulu visualize all the
piouucts that aie alieauy cieateu. Same as with the categoiies, the piouucts
view shows the name anu the icon of the piouuct, the paient fiom which
penus this piouuct (optional), a uesciiption anu the numbei of
Knowleuge Base
Pag 1S4
elementsaiticles that has assigneu it.Clicking on the ieu cioss we coulu uelete
the uiffeient piouucts that aie theie.


>.,0)/+- 0 M,I %.)/5K, /+ )L, ]D
0nce we have cieateu the categoiies anu the piouucts, we coulu stait cieating
the aiticles that will compose the Integiia INS knowleuge base
To cieate a new element int the WX we shoulu piess on the siue menu,
section C&%-2'): %1%8%)2 (/ 23% WX. This will open a new winuow wheie we
shoulu fill in the T'21% of the new aiticle, the Z0+-(0-, in which it will be
wiitten, the <.'6(5) anu the >0),-'.? to which it belongs anu that we have
cieateu pieviously anu a fielu C0)0 wheie we wiite the text of oui new
element.

Knowleuge Base
Pag 1SS


Next, piess on >.,0), to save the new aiticle, anu we coulu view the geneial
view of all elements, wheie it shoulu be the new aiticle just cieateu.



To visualize an specific element, you shoulu piess on the name of the aiticle,
anu once insiue, we coulu see the >.,0)'. of the aiticle, the last mouification
uate, the piouuct anu the categoiy that it has assigneu, anu the language in
which it has been cieateu.

At the same time, the WX allows to attach files to the elements oi aiticles that
compose it. Foi it, it's necessaiy to cieate the aiticle fiist, anu once it has been
cieateu, to euit it to coulu auu the uiffeient attacheu files. To coulu auu one oi
seveial files to an aiticle, we shoulu piess on the name of the aiticle, anu once
in it, click on the euit icon, as you can see heie:

Knowleuge Base
Pag 1S6




>.,0)/+- 0 M,I %.)/5K, H.'7 0+ *+5/6,+)
It's possible to cieate a new entiy in the WX fiom an inciuent solving. This way,
the inciuent management anu the Knowlege Base aie linkeu between them to
allow moie flexibility when cieating new aiticles baseu on the iesolution of
the inciuents.
When an inciuent goes to the status 2'KB,6, it'll show a yellow stai icon. If we
piess on it, Integiia will ieuiiect us automatically to the WX section with the
cieation view of a new aiticle. The uiffeient fielus aie filleu automatically
getting the uata of the inciuent.


]D <,.7/44/'+4
It is an Enteipiise featuie that allow us to uefine which gioups see which
piouucts. This ielationship, same as happens foi example, withe the file
uistiibution section, shoulu be uone manually. We go to the peimissions
management thiough the last option of the Knowleuge base menu (KB):

Knowleuge Base
Pag 1S7

In it, we will select a type of piouuct anu a gioup to give access to the useis of
that gioup to the items of that piouuct (in any categoiy).



File Bistiibution System
Pag 1S8
!k" !"#$ &"'()"*+(",- ./'($0
*+).'6(5)/'+
Integiia INS has a centializeu uownloau enviionment, that allows the file
uistiibution anu the softwaie ieleases to the Integiia clients anu useis. All the
element of the J'1% N%1%-!%! shoulu be fiom a categoiy anu the categoiies aie
linkeu with a gioup, what allows to uo an access contiol of the uiffeient useis
to the elements.
It has available an "anonymous" system that allows to shaie any file oi usei
without having an Integiia account, simply by shaiing the 0RL access to this
file.
V,+,.0K [/,I
We go to the file uistiibution system fiom the uppei Integiia menu, piessing
on the J'1% N%1%-!%! menu.



Fiom this section, we can cieate the uiffeient categoiies to which the files will
belong to, anu manage the access of the useis anu clients, linking one categoiy
with one oi seveial gioups.
In the siue menu YH-8')% theie is a list of the files that compose oui J'1%
N%1%-!%!, as you can see in this scieenshot.

File Bistiibution System
Pag 1S9


In this view the file size of each element is shown, anu also the categoiy to
which it belongs, the numbei of uownloaus on this file anu the time fiom its
uploau.
We coulu also filtei the file ieleases thanks to the seaich that is incluueu in the
uppei siue of the YH-8')% view. We coulu filtei both by categoiies to which
they belong anu by the file ielease name.
>.,0)/+- '+, >0),-'.?
All the elements that compose a file ielease shoulu belong to one categoiy,
which means that befoie we have to cieate them. To uo this click on J'1%
N%1%-!%! 5Z A-)-:'): 0-2%:(&'%! anu we go tho the view of the uiffeient
categoiies that we've configuieu. Fiom the same section we coulu cieate new
categoiies clicking on >.,0),.

File Bistiibution System
Pag 16u

In the new scieen, we have to put a M07, to the new categoiy anu to assign
one icon. Piess on 5.,0), to save the changes.

This way, we continue auuing all the categoiies to which each file ielease
system belongs to.
%55,44 10+0-,7,+)
The aim of this section is to link the categoiies that we have cieateu in the J'1%
N%1%-!%! with the uiffeient configuieu gioups in the Integiia system. This way
we get a access contiol system to the file ieleases, so one element that belongs
to one categoiy has assigneu a collection of gioups (one oi moie) that uefine
the useis that coulu oi not have access to this element.
To assign one oi seveial gioups to one categoiy, click on J'1% N%1%-!%! 5Z
8-)-:% -00%!! anu click on the >.,0),button. In the new scieen we select a
categoiy an a gioup to cieate the link.


If we want to assign moie than one gioup to one categoiy, we cieate a new
entiy, choosing this categoiy anu assigning to it a uiffeient gioup.
File Bistiibution System
Pag 161
With this we will cieate a new file ielease that will have assigneu one categoiy,
anu because this categoiy has assigneu one oi seveial gioups, only the useis
that belongs to this gioup oi gioups coulu have access to the file ielease.
>.,0)/+- 0 3/K, @,K,04,
In oiuei to cieate a new file ielease, piess on J'1% N%1%-!%! 5Z C&%-2% /'1% &%1%-!%,
anu it'll shown an euition scieen wheie we shoulu auu the new file in the
system. The fielus to fill in will be M07, of the file ielease, the 50),-'.? to
which it'll belong (we shoulu have pieviously assigneu one oi seveial gioups
to this categoiy), a C,45./G)/'+ anu a uiop uown menu weie we will choose
the file that we wish to auu.
By uefault, the files shoulu be in the file attachmentuownloaus in the
Integiia ioot uiiectoiy. We coulu uploau them thiough a FTP connection oi
using the file managei that Integiia has at Auministiation section.
In the File Releases section we have a contiol to uploau files fiom heie. It's
impoitant to consiuei the size limitations of the files that aie upuloaueu in the
system, so this won't be applicable foi files biggei than the ones that aie
uefineu in the file >[>9')', in the vaiiable 8-H9 "41(-. !';%.



File Bistiibution System
Pag 162
The Exteinal IB is useu, in combination with the "Public" option to coulu
cieate a public link, that anyone coulu click, without having even access to the
tool. It is a way to coulu shaie (optionally) files with eveiybouy, manageu fiom
Integiia.
To uelete oi euit one file ielease of the list, click on YH-8')% anu in the view of
elements, piess on the tool icon if what you want is to euit oi on the cioss ieu
if you wish to uelete it fiom the list (the file is not ueleteu fiom the file
system).



Newslettei
Pag 16S
!!" !"#$%"&&"'
Theie is a iepoit uistiibution system oi mass email senuing. This option neeus
to be activate fiist in the setup, on main scieen, in option "activate newslettei".
0nce it has been activateu, we can see this option available in the client
section, foi any usei with vN access bits (inventoiy Nanagement).
*44(,4
Newsletteis allow to coulu senu massive emails to a email auuiesses gioup.
These email auuiesses aie uefineu foi each newslettei. Each newslettei coulu
have one oi seveial "issues", so each euition contains a message title (subject)
anu also a cleai text content (Ascii) anu one in a foimatteu text (BTNL). When
euitingcieating a new issue, it is alloweu also to specify the uate (if not it will
be automatically uetecteu). The "issue" "inheiits" the auuiesses assigneu to
the newslettei, so uiffeient euitions of one newslettei will use always the
same gioup of email auuiesses.
R%=!1%22%& %.'2'() Y.'2(&


Newslettei
Pag 164

N0TE: If you aie going to use giaphic elements in the newslettei, fiist uploau
the iesouices (images, }avasciipt, etc) to one seivei (i.e: the Integiia seivei,
using the filemanagei) anu then link them fiom the BTNL euitoi.
%66.,44,4
Auuing auuiesses to one newslettei is easy. You only have to wiite an auuiess
(an an optional name, sepaiateu by a comma), oi to put seveial, sepaiateu by
caiiiage ietuins, as we can see in this example:



The not valiu auuiesses ( only theii syntax aie checkeu) will be ignoieu. If you
wiite some auuiess that exist alieauy, it will not be entei again. If you tiy to
wiite an auuiess that was inactive, this will be still inactive.
2,+6/+- \(,(,
0nce you have uefineu a newslettei, you have cieateu at last one euition foi
this newslettei anu intiouuceu auuiesses foi the senuing, it's the moment to
senu this newslettei by email.
Theie is a paiametei in the setup that is veiy impoitant, anu that iegulates the
senuing queue peifoimance, of how many emails senus any time that the
Integiia piogiammeu task is executeu, anu that you shoulu have installeu in
youi system cion:
Newslettei
Pag 16S



Check it anu consiuei how often its task is executeu (by uefault eveiy S
minutes), so if youi mail seivei has a senuing limit of 2uu emails pei houi, you
will have to calculate appioximately how many emails has it to senu as
maximum in each execution, in this case:

200 maisl per hour / 20 = 10

This is, to avoiu not exceeu the limit, you shoulu configuie 1u in the maximum
numbei of senuings pei execution, so as they execute eveiy S minutes, it will
be executeu 2u times in one houi, senuing 1u mails eveiy S minutes, 2uu mails
in one houi.
0nce you aie quite suie of this, go to the senuing queue. Choose an euition anu
cieate the queue. A queue will be automatically cieateu with all the messages
foi each queue uiiection, but the queue will be in waiting status anu it won't
be fiieu yet.

Piess the cieate button anu you will see something like this:

You will only neeu to piess the stait button (the gieen aiiow) so as when the
piocess in seconu level (ciontask) woulu be executeu, it staits to senu emails.
Newslettei
Pag 166
Theie aie 4 numbeis in the "auuiesses" column. The fiist one is the total of
queueu senuings, the 2 is the numbei of emails penuing to senu, the S is the
numbei of mails sent, anu the 4 the numbei of emails that coulun't be sent.
0nce fiieu, you shoulu wait to all the mail woulu be sent. You can uisconnect
fiom Integiia, the piocess will continue in seconu level, anu uepenuing on how
you have configuieu the senuing queue, it coulu last houis oi even uays.
Connect to it fiom time to time to know how it's going on.
If when you have finisheu you have seveial auuiesses with eiioi, you can tiy
to "Tiy again" the senuing (the ciiculai gieen aiiows) anu the system will tiy
to senu the emails that he coulun't senu again.
M,I4K,)),. AND [/4(0K/P0)/'+
You can link a web auuiess in youi emails to see the content of the newslettei
in BTNL.To uo this you neeus the public 0RL path of youi Integiia, i.e:
http://artica.es/integria

Auuing the following:
/include/newsletter.php?operation=read&id=X

This allows to see the newslettei with "2" iuentifiei.The iuentifiei is the
seconu column (Issue ) in the newslettei euition view Issue).
So the following link you will see the newslettei euition with the iuentifiei n
"2".

http://artica.es/integria/include/newsletter.php?operation=read&id=2

An exteinal usei will see the newslettei in youi biowsei like this:

Newslettei
Pag 167


This will allow also to inciease in a single one the visit countei of this
newslettei. This countuown coulu be seen in the newslettei euition list.
M,I4K,)),. 2(&45./G)/'+ 3'.7
Similai to the pievious one, 0RL specially foimeu is useu, besiue with the
newslettei numeiic iuentifiei. This coulu be locateu in the newslettei list, as
you can see in the image:

Newslettei
Pag 168


The subsciiption foim uil is:
< Integria base url >/include/newsletter.php?operation=subscribe&id=X
Wheie x is the newslettei iuentifiei. This foim is similai to the following one:



Note: Theie is a secuiity mechanism to pievent massive inseitions. All email
inseitions aie valiuateu fiist, avoiuing uuplicateu anu wiong emails.
When subsciibing coiiectly an usei, an email is sent to him, infoiming that he
has been subsciibeu anu that the 0RL to un-subsciibe him fiom that
newslettei.
Newslettei
Pag 169
M,I4K,)),. S+Y4(&45./&/+- 3'.7
veiy similai to the pievious one. The foim uil is:
< Integria base url >/include/newsletter.php?operation=desubscribe&id=X
Wheie X is the newslettei iuentifiei. This foim has an aspect similai to this
one.



The useis that aie unsubsciibeu aie not ueleteu fiom the uatabase, on the
contiaiy, they aie uisableu.

Wiki
Pag 17u
!$" !"#"
The wiki integiateu into Integiia is maue using the 0penSouice pioject coue
nameu M'()\'E' |1j. This Wiki is ieuuceu in featuies, compaieu with othei
wikis such as NeuiaWiki (the one useu in the Wikipeuia), but completely
functional, anu is peifect to use it with Integiia as a companion foi simple
infoimation management.
The wiki has the same set of access piivileges as the iest of the application, ie:
You can iestiict which useis can access anu unauthoiizeu useis. That if, within
the wiki, all useis see the same thing, in this veision can not be iestiicteu to
categoiies of pages can be vieweu as gioups of Integiia.
Like othei wikis, it suppoits:
! Wiki syntax, with hieiaichy of titles, hypeilinks, lists, images.
! Change Nanagement Revision system.
! 0ploau files anu link them fiom the wiki.
! ueneiate tables of contents anu hieiaichical views of infoimation (title,
subtitle, etc)
! Pie-foimatteu, bolu, italic.
The syntax of this Wiki is slightly uiffeient fiom NeuiaWiki (the best known).
D04/5 4?+)0Q
This is a biief summaiy of its syntax.
c,06,.4
Example:
!Heading H2 !!Heading H3 !!!Heading H4
The moie exclamation maiks you use, the lowei the title is (up to S
exclamation points). The exclamation maiks have to be exactly at the
beginning of the line.
J.6,.,6 0+6 S+'.6,.,6 K/4)
Sample of a list (unoiueieu):
Wiki
Pag 171
* Fruit ** Apple *** Granny smith ** Orange * Vegetables ** Garlic ** Onion
You will see like this:
! Fiuit
! Apple
! uianny smith
! 0iange
! vegetables
! uailic
! 0nion
Sample of an oiueieu list
# First item ## First subitem ### First subsubitem ## Second subitem
You will see like this:
1. Fiist item
1. Fiist subitem
1. Fiist subsubitem
2. Seconu subitem
' Z,)),. 4)?K,4 O
D'K6 Bolu (thiee single quotes)
F2-1'0 Italic (two single quotes)
'Stiike' Stiike, with single quote anu meuium uash..
'__0nueilineu__' 0nueilineu, with single quote anu two unueiscoie.
Z/+:4l /70-,4 0+6 ,Q),.+0K H/K,4
Easy, wiite a link to an image oi exteinal file likes this:
[Main page] ! Main page
oi
Wiki
Pag 172
[Main project page|Main page] ! Main project page
oi
[Features header on Main page|Main page#Features] ! Features header on Main page
Emails anu websites aie automatically iecognizeu:
http://lionwiki.0o.cz ! http://lionwiki.0o.cz
lionwiki@example.com ! lionwiki@example.com
You can also use ielative links, but it has to begin with. (0theiwise be
inteipieteu as Wiki page). So if you want to link some BTNL page in the same
uiiectoiy, use:
[Interesting page|./SomeWebPage.html] ! Interesting page
*70-,4
To use the image as link:
[http://lionwiki.0o.cz/lion.jpg|link=http://lionwiki.0o.cz/] !
You can put the image to the left, iight oi centeieu, like in this example:
[http://lionwiki.0o.cz/lion.jpg|link=http://lionwiki.0o.cz/|center|title=Big Lion|alt=Alt
text]
90&K, 'H >'+),+)4
T0C's can be geneiateu automatically using T0C keywoiku.
<.,H'.70))/+- T >'6,
Pie-foimatting is useful when you want to avoiu WIKI foimatting youi text,
even inteipieting symbols oi coue. This is manuatoiy to put coue oi "iaw"
infoimation. It uses chaiacteis anu . All the text between them will be
foimatteu like this one:
Wiki
Pag 17S
import sys if len(sys.argv) == 2: print "Hello",sys.argv[1]}}
c'./P'+)0K &0.
0se ---- in a blank line, with nothing moie.
%B'/6/+- A*]* /+),.G.,),.
0se special symbol befoie any special woiusymbol. 0se to use the
symbol
c91Z >'6,
You can use BTNL coue uiiectly on the Wiki, but must be between html anu
html tags.
DK0+: K/+,4
0se bi to inseit blank lines.
A/:/ 7,+(
You can mouify the wiki menu, auuing youi own links in BTNL foimat, foi that
you must euit a special page calleu !'.%@8%)". uo to "Aumin pages" section on
Wiki section, to euit all pages, anu seaich foi G'.%@8%)" anu euit it.
In that page, you must use BTNL coue uiiectly, linking the items you want
theie, it can be a WIKI page oi something exteinal
Foi example, if you have a Wiki page calleu "office", the link will be something
like this:
http://localhost/integria/index.php?sec=wiki&sec2=operation/wiki/wiki&page=Telephone_ES
You must cieate a coue in the page !'.%@8%)" with following coue:
<li><a
href='http://localhost/integria/index.php?sec=wiki&sec2=operation/wiki/wiki&page=Telephone_ES'
>Telefonos</a>


Wiki
Pag 174


A/:/ ./-L)4 70+0-,7,+)
This featuie allows to manage the access to the contents. This is an Enteipiise
featuie. By uefault, all pages aie accessible anu euitable by all useis. But the
auministiatoi useis can cieate access list foi ieauing anu wiiting of each page
in the siue menu entiies:'ACL Reauing' anu 'ACL Wiiting'.



Wiki
Pag 17S
If a content has any useis in its ieauing oi wiiting list, it will be accessible to
all people.

When we auu an usei to the access lists, only those useis will have ieauing oi
wiiting peimissions. As you can see in the following example, the usei 'uaiio'
will be the only one that will have wiiting peimissions in the main page.


Configuiation
Pag 176
!E" !"#$%&'()*%"#





C()/':"&-2'() (42'()!

The Integiia INS >'+H/-(.0)/'+ menu gives the application geneial
configuiation scieen. The main section of which is specifically the
configuiation has seveial tabs. The left menu has some othei utilities, that we
call system tools. We will uetail both of them, some as configuiation options (
the tabs in the setup section) anu otheis as system tools (the menu options).
Configuiation
Pag 177

These sections aie iestiicteu anu only the usei selecteu as aumin coulu
have access to these options)


>'+H/-(.0)/'+ *),74
V,+,.0K >'+H/-(.0)/'+



In V,+,.0K 5'+H/-(.0)/'+ section, seveial Integiia INS geneial featuies coulu
be configuieu.
! Z0+-(0-,: You can select between the available languages.
! 2/), M07,: Name of the Web site, visible in the title of all winuows . This
name will be always in the subject of all messages. You can leave it
blank.
! N..'. K'-: If it is activateu, it will be a file calleu integiia.log with the
eiiois geneiateu by the application, useful to seaich the oiigin of the
pioblems anu iepoit them to the uevelopment team.
Configuiation
Pag 178
! 9/7,P'+,: Foi example EuiopeBeilin,specifies the timezone wheie
the application will apply. You have available a Timezones list
heie:http:php.netmanualentimezones.php
! Z/4) 'H *<O4 I/)L %<* 055,44: IPs, sepaiateu by commas, with access to
the API. A means "any".
! %<* G044I'.6: Passwoiu neeueu to make iequests via API.
! SGK'06 70Q/7(7 4/P,: It uefines the maximum size of a file to uploau
to the application. If you have a size lowei in the system (PBP
configuiation) this limit coulu be not be iespecteu. If you have pioblems
when uploauing big files, it coulu be uue to othei PBP moie auvanceu
paiameteis.
! %5)/B0), +,I4K,)),.: You can uisable completely the newslettei featuie
fiom heie.
! Z/5,+4,: To install the Enteipiise veision, you will neeu, besiues the
coue, a license numbei.
! 3/.4) 60? 'H )L, I,,:: Foi timetables anu anothei uses of the
application.
[/4(0K >'+H/-(.0)/'+
In this section aie configuieu some of the options that uefines the system
geneial "appeaiance". You can mouify the following options:
! 2/P, 'H )L, G0-/+0)/'+ &K'5:. By uefault 2S elements, if you want that
in the lists will be moie oi less elements, you can change this value heie.
Bon't chose a veiy high value, so it'll affect negatively in the system
peifoimance.
! 3'+) H'. -.0GL4. uiaphs aie usually seen bettei with a font calleu
"Samllfont". Tiy with othei ones if you uon't like it. The size of the font
coulu be also selecteu in othei item that is below.
! 3'+) H'. <C3 .,G'.)4. You can change this value to change the font
useu in the PBFs. Theie is a font calleu "unicoue" special, that will allow
you to use all kinu of fonts foi youi iepoits (}apanese, Coiean, Chinesse,
Aiabic...).
! Z'-' 'H )L, 4/),. It's the logo that is shown in the site winuow. It shoulu
have a white backgiounu.
! Z'-' 'H )L, L,06,.. It's the logo that is shown in the login winuow, it
houlu have tianspaient backgiounu anu size of apiox. 14ux47
! 3K04L V.0GL4. Allows to activateueactivate the use of Flash giaphs.
<044I'.6 <'K/5? 2,)(G

Configuiation
Pag 179


The passwoiu policy management excluues the auministiatoi useis. This is an
Enteipiise featuie.
! %5)/B0), G044I'.6 G'K/5?. If this is not activateu, the iest of the
paiameteis will not be useu.
! <044I'.6 7/+/7(7 4/P,. In types.
! M(7&,.4 /+ )L, G044I'.6. It shoulu be at least one numbei in the
passwoiu.
! 2?7&'K4 /+ )L, G044I'.6. It shoulu be some symbol (!$...) in the
passwoiu.
! NQG/.0)/'+ /+ 60?4. When this time has expiieu the system will foice to
change the passwoiu.
! 3'.5, )' 5L0+-, )L, G044I'.6 /+ )L, H/.4) K'-/+.
! 9/7, H'. (4,. &K'5:0-,. In minutes, aftei iepeateu login failuies, the
usei will coulun't log in ( even if it entei the passwoiu coiiectly) when
this time has expiieu.
! 10Q" +(7&,. 'H K'-/+ 0)),7G)4. When this thiesholu woulu be
exceeueu the usei will block by a time uefineu in the pievious
configuiation token.
*+5/6,+) 2,)(G

Configuiation
Pag 18u


! MX 'H G.,6,H/+,6 L'(.4 H'. 0+ *+5/6,+) AS: It uefines the value by
uefault that one W0 (in houis) has when cieating a woik unit, it is u.2S
by uefault (1S minutes).
! 2,+6 0()'70)/50KK? 0+ ,70/K H'. ,05L /+5/6,+) 7'6/H/50)/'+OG H7#, #,
285712 )('!7 anu it senus a notification by email foi any inciuent change,
not only when woikunits oi files aie assigneu to it, but also when, foi
example, theie is any mouification of the inciuent piioiity.
! 10Q"'H /+5/6,+)4 &? 4,0.5L: It will limit the numbei of iesults in a
seaich to this quantity, in oiuei to avoiu uegiauation of the system
peifoimance.
! 2L'I )L, /+5/6,+) 'I+,.: It shows in the list (seaich) of inciuent the
ownei oi usei assigneu to the inciuent.
! 2L'I )L, /+5/6,+) 5.,0)'.: Same as with the pievious one, it shows the
usei cieatoi of the inciuent.
! %()'/+5/6,+) 5K'4,: N of houis spent fiom which an inciuent not
closeu will pass to the "Closeu " status automatically.
Configuiation
Pag 181
! S4,.4 I/)L *A 055,44 50+ 5L0+-, )L, 5.,0)'.: Those useis that have
this access bit coulu change the inciuent cieatoi.
! %KK'I )' 5L0+-, )L, )?G, 'H /+5/6,+): It is optional, because when
changing the type of one inciuent that alieauy exists, the infoimation of
the customizeu fielus of the inciuent type is lost.
! %KK'I )' 6,H/+, )L, L'(.T60), 'H )L, /+5/6,+) IL,+ 5.,0)/+- /).
It is also possible to change the name of the possible status of one inciuent (It
is not possible to uelete oi auu status). You can leave someone blank. The fiist
status will be always the NEW status ( inciuent just cieateu). The last status
will be always the CL0SEB status. The neaily last one will be always the status
PENBINu 0F... So it is an status when the SLA "uoes not count". You can aujust
the names oi uelete the status that you want, but the woikflow is associateu to
these status.
The possible "iesolutions" aie also " be uefineu again", so you can aujust them
to youi company. They aie a uesciiptive fielu.
The not woiking uays aie useu to uefine the localnational holiuays, etc. They
aie not consiueieu in the SLAs(except those that incluue also holiuays), anu
aie visualizeu in a uiffeient way in the timetables.
! The /+5/6,+) 704:/+- 4?4),7 allows that when the emails aie sent the
usei auuiesses will be hiuuen to avoiu that exteinal useis coulu see the
email auuiesses of all iecipients.
NY70/K 5'+H/-(.0)/'+
In the >'+H/-(.0)/'+ ,Y70/K section it's possible to configuie the paiameteis
iefeiieu to the emails that Integiia INS senu when the GMB aie not fulfilleu oi
by cieating anu mouifying inciuents.
SNTP piotocol is useu to senu you new changes in inciuents. With P0P
piotocol you can manage inciuents senuing emails to the mailbox with a
specifieu stiuctuie. The last option is iequiieu only if you want to manage
inciuents via email.

Configuiation
Pag 182


If you want to use a uNail account with Integiia mailing seivices you must
configuie the SNTP seivei as follows:
! 219< c'4): ssl:smtp.gmail.com
! 219< <'.): 46S
! 219< S4,.: youimailgmail.com
! 21<9 <044'I.6: youi_passwoiu
In this section you can also change some global email paiameteis like heauei,
footei, notification peiiou, foim auuiess, etc.
! Notification peiiou: Is the minimum time it shoulu have between two
SLA notifications. It's uefineu in seconus anu it's is one uay by uefault.
It's a global paiametei.This paiametei has online help.
! Email auuiess fiom the system: Auiess fiom which it will be seu the
emails fiom Integiia.
219< >'+H/-(.0)/'+
Configuiation
Pag 18S
Cieuentials anu uata aie sent to connect to youi SNTP seivei. If you leave it
blank it will tiy to use a local email system in the same machine wheie Integiia
iuns (usually senumail oi similai).
*1%<T<J< >'+H/-(.0)/'+
Similai to the SNTP configuiation. If you aie going to use SSL, then use
ssl:nombieuehost.uomain.com anu configuie the poit iight.
>'+H/-(.0)/'+ 'H ,70/K 4,+6/+- F(,(,
Integiia uoesn't senu the mails automatically, but it "enqueue" them to be sent
by the piocess that is executeu eveiy five minutes (integiia cion).To fix this
peifoimance theie is a seiies of special paiameteis, anu also a queue managei
foi penuing senuings. Note: The Newslettei emails uon't use this queue, but an
inuepenuent queue that is manageu fiom the newslettei senuing queue.
! 219< .,4,+6/+- 0)),7G)4: When this numbei is exceeueu, it will select
the email as not coiiect.
! 10Q" +(7&,. 'H G,+6/+- ,70/K4: When this numbei woulu be
exceeueu, it will show a waining in the system waining zone to show
that coulu be a pioblem in the email senuing. This coulu be also be
monitoieu in exteinal way thiough the API.
! 10Q"'H 70/K4 4,+) /+ ,05L ,Q,5()/'+: The emails aie sent eveiy time
that the backgiounu piocess is executeu, but heie it is possible to
specify if you uon't want that it senus moie than a maximum numbei
each time. It is useful if oui seivei uoesn't allow us to senu moie than X
emails pei houi, foi example
! N70/K L,06,.: Email heauei that will sent in any Integiia INS
automatica eamil.It uoesn't aumit macios.
! N70/K 3''):Email foot that will be sent in any Integiia INS automatic
email.It coulu be left blank, same as with the heauei. It is sent as plain
text (plain ascii).
N70/K 4,+6/+- F(,(, 70+0-,7,+)

Configuiation
Pag 184


This system allows to see the mails penuing of senuing anu theii status.
Besiues, we can uelete the cuiient queue anuoi iesenu those mails selecteu
as not valiu.
N10/K 9,7GK0),4

Configuiation
Pag 18S


This section is useful to coulu euit the mail templates that Integiia will use to
cieate emails anu also the templates of the message "subject" . The email
templates aie geneiic anu they aie useu foi all gioups.
To euit a template just select one anu piess euit. You coulu see that theie aie
an special maiks kinu of _sitename_ that we call macios. The macios aie text
maiks that will be ieplaceu in the moment of composing the message by an
specific value. In this moment the following macios aie uefineu:
! _sitename_: Name of the site, as it has been uefineu in the setup.
! _inciuent_title_: Title of the inciuent.
! _useiname_: Name of the usei that ieceives the email (login name).
! _fullname_: Full name of the usei that ieceives the email
! _inciuent_iu: Inciuent IB.
! _uil_: inciuent 0RL.
! _cieation_timestamp_: BateBoui of the inciuent cieation.
! _upuate_timestamp_:Last time the inciuent was upuateu.
! _ownei_: 0sei that contiols the inciuent.
Configuiation
Pag 186
! _gioup_: uioup assigneu to this inciuent.
! _authoi_: Inciuent cieatoi.
! _piioiity_: Piioiity of the inciuent.
! _status_: Status of the inciuent.
! _iesolution_: Inciuent piioiity.
! _time_useu_: Total time useu in this inciuent.
! _inciuent_main_text_: Nain uesciiptive text of the inciuent.
! _wu_usei_: 0sei that iepoits a W0.
! _wu_text_: W0 text.
! _havecost_: 0nly foi iepoits of the W0 of the piojects.
! _taskname_: 0nly foi iepoits of the piojects.
! _piojectname_: 0nly foi iepoits of the piojects.
1,+( [/4/&/K/)?
This option is useful to "hiue" some paits of Integiia to some usei gioups. This
is an N+),.G./4, featuie. It coulu be configuieu, foi each section anu gioup of
useis, the following visibility levels:
! Biuuen: It will be not showeu foi whom uoesn't have peimissions in the
gioup iefeiieu.
! Limiteu: It will be showeu foi whom uoesn't have peimissions in the
gioup iefeiieu but some paits of the section coulu be hiuuen.
! Complet: The useis with peimissions in the iefeiieu gioup will have
complete access to the section.Los usuaiios con peimisos en el giupo
inuicauo tenuin acceso completo a la seccion.



Auuitional Infoimation:
Configuiation
Pag 187
! If one section has not any visibility configuiation, by uefault the access
will be complete foi all useis.
! Each section is associateu to one piofile, being this the one that is
checkeu with the usei gioup to know if it has visibility oi not. TBe
associations aie the following ones:
!
! Piojects => 'PR'
! Inciuents => 'IR'
! Inventoiies => 'vR'
! KB => 'KR'
! File ieleases => 'KR'
! Agenua => 'AR'
! People => Any piofile
! Woik 0iueis => 'W0R'
! Configuiation => Any piofile
! If the usei is auministiatoi it will always have complete access,
iegaiuless of the configuiation of the menu visibility.
! If one usei has piofiles in seveial gioups that have uiffeient visibility
levels in one section, the visibility foi this usei in this section will be the
less iestiictive.
! If a visibility level is cieateu foi a section selecting all gioups ('All'
gioup), all configuiation will be changes foi this section anu only the
one intiouuceu will iemain.
*+B,+)'.?
This section contiols the automatic integiation of the Panuoia inventoiy with
the Integiia inventoiy, anu the iemote inventoiy management (piocessing of
uata sent by panuoia agents to Integiia without the neeu of installing Panuoia
FNS).

Configuiation
Pag 188


C0)0 *7G'.) H.'7 <0+6'.0 312
! <0+6'.0 312 S@Z: I.e: http:panuoia.myuomain.companuoia
! <0+6'.0 312 %<*: API Passwoiu.
! <0+6'.0 312 S4,. m <044I'.6: Cieuentials of access to Panuoia (with
peimissions to obtain inventoiy infoimation).
! <0+6'.0 312 C,H0(K) 5'+).05): Contiact by uefault wheie the
impoiteu objects will be hangeu on.
*+B,+)'.? 60)0 <.'5,44/+- H.'7 <0+6'.0 312 0-,+)4
! 9?G, 'H '&=,5): Type of base object wheie the infoimation coming fiom
the agents will be hangeu up.
! C,H0(K) 'I+,.: 0wnei by uefault foi these objects.
! %44'5/0),6 5'7G0+? 0+ 044'5/0),6 (4,.:Companies with access to
these objects anu useis with access to these objects.
%()L,+)/50)/'+


Configuiation
Pag 189


! 9?G, 'H 0()L,+)/50)/'+: LBAP oi local. If you use LBAP the useis of
local aumin type will be the only ones that will woik "locally" without
authenticating against a LBAP,the iest will be useu to authenticate
agains a LBPA. If something fails, you will coulu uo it locally with the
auministiatoi useis.
! 2,44/'+ 9/7,'(): In seconus. When this uowntime has passeu, the
session will be closeu by itself.
The useis that aie going to be authenticateu will be the ones containeu in the
LBAP anu the local auministiatois. Next aie uesciibeu the fielus that coulu be
configuieu (once that the LBAP option woulu be activateu).
! %()'5.,0), .,7'), (4,.4: Enablesuisables the automatic cieation of
iemote useis.This option makes possible that useis woulu be cieateu
automatically once they will login using LBAP.
! %()'5.,0), G.'H/K,: This fielu makes possible to assign a type of piofile
to the useis that aie automatically cieateu.
Configuiation
Pag 19u
! %()'5.,0), G.'H/K, -.'(G: This fielu makes possible to assign a gioup
to the useis that aie automatically cieateu.
! %()'5.,0), &K05:K/4): It is a list of useis, sepaiateu by commas, that will
be not cieateu in an automatic way.
! ZC%< 4,.B,.: Beie is uefineu the path wheie the LBAP seivei is
locateu.
! ZC%< G'.): The LBAP seivei poit.
! ZC%< B,.4/'+: Combo to select the LBAP seivei veision that will be
useu.
! 2)0.) 9Z2: It will use the piotocol Tianspoit Layei Secuiity (TLS) in the
communications between the client anu the seivei.
! D04, CM: Bistinguisheu Name (BN) useu foi the LBAP seivei. Foi
example: ou=People,uc=example,uc=com
! Z'-/+ 0))./&(),: Login attiibute that LBAP uses uuiing the
authentication piocess. Foi example 0IB (0sei Iuentification Coue)
>@1
This sections contiols all the CRN specific configuiation.

Configuiation
Pag 191


! Z'-' H'. )L, /+B'/5,4 L,06,.. Show the image that you want to put it
in the heauei of the invoices issueu.
! 90Q +07,. In Spain foi example, it is calleu IvA; in the 0K it is vAT.
! *+B'/5, c,06,..Bata that is shown in the invoice heauei.
! *+B'/5, H'')G0-,. Text that is auueu in small piint in the invoice
footpage.
<0.07,),.4 'H Z,064
! 3/K),./+- 'H 5'7G0+/,4 &? *C. It coulu show the IB of the company type
(i.e:Paitneis) in oiuei that when we select the company associateu to
one leau (the company that manages this leau), only the companies of
this type woulu be shown. 0nly one IB is accepteu.
Configuiation
Pag 192
! MX 'H 60?4 &,H'., I0.+/+- 0&'() +') 05)/B, K,064. Fiom this numbei
of uays without upuating a leau, it will be shown in a ieu coloi
backgiounu.
! *+B'/5, c,06,.. Bata that you want to show in the invoice heauei.
! M07, 'H 0 K,06 4)0)(4. It can ieuefine the texts. Some types aie special
(the ones selecteu with ) anu otheis as the fiist one, if aie not ieuefineu
aie useu by uefault. The iest, as we left blank aie not shown.
JK6 C0)0 10+0-,7,+)
It allows to specify to the system how manage olu infoimation.



! C0?4 H'. 6,K,)/+- ,B,+)4^ 3.'7 )L/4 +(7&,. 'H K04) 60?4 )L,? 0.,
6,K,),6" *) 6',4+O) 6,K,), )L, /+5/6,+)4 )L0) 0., +') 5K'4,6"
! 'I-7! /(& ')0'.%)2 .%1%2')::It ueletes also attacheu files, but not the woik
units.
! C0?4 H'. ASO4 6,K,)/+-: Beleting of W0's. Regaiuless if they aie fiom
inciuents oi piojects.
! C0?4 H'. AJO4 6,K,)/+-. Beleting of W0's. Regaiuless of theii status. It
also uelete its attacheu files.
! C0?4 H'. 0(6/) 60)0 6,K,)/+- . Similai to the event case.
! C0?4 H'. 4,4/'+ 60)0 6,K,)/+-. It is an special table that save the open
sessions.
<.'=,5) 10+0-,7,+)

Configuiation
Pag 19S


! S4,.4 )L0) 6'+O) (4, )L, 0()'5'5'7GK,)/'+ AS 4?4),7. Specify an
useiIB sepaiateu by commas if theie aie seveial ones.
! M(7&,. 'H L'(.4 G,. 60?. 0seu to calculate metiics.
! AS 0()'5'7GK,)/'+ 860?4;. Foi example, if we use Su uays, it means
that the system automatically will fill in a W0 pei uay assigneu to the
special task "Not justifieu" foi each usei that this uay hau not iepoiteu
activity.
! 9/7, &? 6,H0(K) H'. 0 G.'=,5) AS: So, when we cieate a W0, it will use
this quantity of time by uefault (in houis).
! C,H0(K) 5(..,+5?: Euios, Yenes, Bolaies, etc.
2?4),7 9''K4
All the tools that we mention heie, coulu only be useu, same as with the
configuiation options by the system geneial auministiatoi. Some tools,
incoiiectly useu coulu leave the system inopeiative (SQL managei, file
managei).
9.0+4K0), 4)./+-4
Stiing tianslation tool is insiue 2,)(G menu anu allows you to customize any
stiing of Integiia inteiface. This tool woiks with all language available in
Integiia.


Configuiation
Pag 194
The tool inteiface has a combobox to select the language you want to mouify
anu a fiee text fielu to seaich. The seaich is peifoimeu using English as key
language, because all tianslations aie baseu on English language stiings.
If you want to change the tianslation foi a Spanish text fiist you neeu to know
the equivalent text in English. Foi example, you want to change
stiing C()2&-!%]- which appeai in Spanish login page.



Fiist you neeu to get the text in the same scieen in English.



In the next pictuie we peifoim the seaich to change the >-!!=(&. stiing in
Configuiation
Pag 19S
Spanish. To uo that we select the language anu we seaich foi >-!!(=&.. 0nce
the seaich was uone thiee columns will appeai, the fiist one shows key text in
English, the seconu one the tianslateu text in Spanish anu the thiiu one the
custom tianslation.



To customize the text, just fill the thiiu column anu click on SG60),.
Aftei the tianslation you will see the new stiing in Spanish login page.


2?4),7 -K'&0K +,I4 10+0-,.
Configuiation
Pag 196
This coulu allow you to auu small system news, that will be visible to all useis
when they come in. It is useful to waining about changes in the platfoim oi
wainings about inteiventions, seivice uisconnection oi otheis.
2\Z 10+0-,.
It is a uiiect inteiface against the system BBBB, in SQL. It is not iecommenueu
to useis that aie not expeits, because using it incoiiectly can make that the
system woulu be uestioyeu. Check the stiuctuie (scheme) of the Integiia BB to
coulu uo SQL queiies uiiectly against the uatabase.
3/K, 70+0-,.
The file managei is useful to coulu uploau anu uelete files to the Integiia
inteinal system. This is useful to uploau easily new logos oi usei avatais.It is
also the easiei way to uploau new files to the ' /'1% .'!2&'#"2'()
!7!2%8 integiateu in Integiia INS. These files aie locateu in the uiiectoiy
attachmentuownloaus.
To uploau avatai images, you can uo it in the imagesavatais uiiectoiy.
You can change the uefault icons in the images uiiectoiy
If you biowse by the images uiiectoiy in geneial, you will see some useful
subuiiectoiies if you want to uploau youi own images foi piouuct categoiies,
gioups, etc. In that foluei aie locateu the logos that you can select to customize
the Integiia inteiface, such as they aie selecteu in the visual configuiation
section.
Z/+:4
In the Z/+:4 sections you will coulu manage the links that alieauy exist to
othei websites, usually exteinals. You coulu euit, auu anu uelete the existing
links.
To euit an alieauy existing link, piess on the link name anu a foim will be
shown wheie you coulu mouify the link name anu the link to the web site.
0nce you have mouifieu the uata, piess on the SG60), button anu the link will
be mouifieu.
To uelete an alieauy existing link you only have to click on the ^ below the
column I%1%2% in the link table. A uialogue box will be shown asking foi
confiimation. Click on%55,G) to uelete the link.
Configuiation
Pag 197
To auu a link piess on the button B... It will shown a foim wheie you shoulu
fill in the link name anu the link to the web site. 0nce that you have intiouuceu
the uata click on button O4.-2% anu the new link will be auueu.
2?4),7 NB,+)4
The Integiia 2?4),7 NB,+)4 section keeps an histoiic of events that have
occuiieu in the system, such foi example:Senuing scheuuleu iepoits,
executing cion checks, etc. It uoesn't stoie infoimation of usei activity. which
is stoieu in the auuit log.
The table gives the following fielus:
! Type: Event type.
! 0sei: 0sei who geneiateu the event. If theie is not usei, then it is
infoimation about the system.
! Extenueu Infoimation:Extenueu infoimation about the event, in case
that it woulu be available.
! BateBoui:Boui anu uate when the event occuiieu.
%(6/) Z'-
In this iegistei will be ieflecteu all the actions of each usei in each section. If
someone mouifies a client uata, you will now when anu which change has he
uone. If someone uelete an invoice, you will know when anu which invoice,
anu so on. It allows to seaich by an specific substiing.


Configuiation
Pag 198

N..'. Z'-
visualizes the eiioi log (if it is activateu). It is useful to iuentify possible coue
eiiois in the system. In case of consultation oi inciuent, it shoulu give the last
entiies (by uate) of this iegistei.
%K,.) 0+6 +')/H/50)/'+4 4?4),7
This system infoims, with a yellow ciiculai icon in the heauei, of the pioblems
that coulu occui in Integiia. It gives a waining when:
! Theie is a high numbei of emails penuing of senuing. This paiametei is
uefineu in the geneial configuiation anu, by uefault, theie aie 1S emails
queueu. When this limit is exceeueu, the system shows anu aleit.
! The cionjob is not installeu.
! The cionjob has been executeu moie than 1u minutes ago.

JHHK/+, (G60),
The offline upuate tool allow to uploau upuate packages to instances which aie
not connecteu to Inteinet.
Configuiation
Pag 199



This tool aumits "'(7 files which aie zip files which contain the files that will
be upuateu in Integiia INS console. This file has the same stiuctuie as Integiia
console file hieiaichy, incluuing foluei nesting, bug only has the files that will
be changeu.

The name of "'(7 files shoulun't have blank spaces oi weiiu chaiacteis. In
case of a chaiactei cause a conflict, the tool will show an eiioi message
inuicating that the package uoes not exist.


Foi example if we want to upuate the
fiel 'G,.0)/'+T/+5/6,+)4T/+5/6,+)"GLG we will have the following stiuctuie.
update_123.oum | | |--- operation | |--- incidents
| |--- incident.php
The tool will extiact the file anu copy all files to theii locations.
Fuitheimoie you can upuate BB schema, to uo this you just auu the SQL files
to ,Q).04T7. foluei. These files shoulu be name with sequential numbeis anu
you can auu as many as you wish pei each oum file. Foi example:
Configuiation
Pag 2uu
update_123.oum | | |--- extras | |--- mr
| |--- 1.sql |--- 2.sql |--- 3.sql
The tool will peifoim the changes into the uatabase executing the files
sequentially. The uatabase upuate is executeu when a usei is loggeu into the
application. The SQL sciipts aie executeu once each time an usei is loggeu into
the application, so if you neeu to execute thiee files you must log into the
application thiee times.
Integiia exteinal API
Pag 2u1
!U" !"#$%&'( $*#$&"(+ ,-!
To use Integiia exteinal API you shoulu uo iemote calls via BTTP oi BTTP to
the file T/+5K(6,T0G/"GLG. With this methou you can integiate Integiia with
othei applications. To use the API you shoulu make a call with the uefineu
paiameteis, the API ietuins a single value oi a list of values.
A piototype API call is like following:
http://<Integria installation dir>/include/api.php<parameters>
The API only accepts the following paiameteis (othei paiameteis will be
ignoieu):
! usei (iequiieu): name of Integiia usei who access to uata, it is useu to
veiify ACLs.
! op (iequiieu): opeiation to uo. The available opeiations aie uetaileu
below.
! pass (iequiieu if is set): passwoiu of Integiia API configuieu thiough
Integiia console.
! paiams: paiametei list which will be passeu to functions, the list must
be sepaieteu by a token.
! token: token which sepaiates the list of paiameteis (by uefault ',').
! ietuin_type: ietuin foimat of call, it can be 'xml' oi 'csv' (by uefault
'csv').
! info: especial paiametei which can ietuin the veision befoie
authenticating.
2,5(./)?
The API has two methou to authenticate the connection: with passwoiu oi
with a IP white list.
AL/), K/4) *< 0()L,+)/50)/'+
Authentication baseu on IP white list is baseu on a list of IPs which can access
to the API. This list can be configuieu in configuiation menu of Integiia
console.
If you wiite the chaiactei n insiue the textbox, the IP checking will be
ommiteu, allowing the access by all IPs anu the authentication is uelegateu to
othei applications.
Integiia exteinal API
Pag 2u2
Bave in minu that this authentication methou is always activateu, so if you
want to use anothei methou you must wiite n in the text box.
%()L,+)/50)/'+ I/)L G044I'.6
You can set an API passwoiu in Integiia console configuiation menu . This
passwoiu must be senu insiue the API call without any enciiption, so is highly
iecommenueu the use of BTTPS if you want to use this authentication methou.
If you only want to use passwoiu authentication you must set IP white list
to n,this allow connections fiom all IPs.
API functions
Pag 2uS

!R" !"# %&'()*+',
@,)(.+/+- /+H'.70)/'+ 0&'() *+),-./0 *12
This is a special function that can be useu without authenticating, since the
infoimation that ietuins can be obtaineu fiom the login page anu it is not
consiueieu a secuiity bieach.
It ietuins the Integiia INS veision anu it is useful to check if theie aie an
Integiia INS installation on a specific ioute oi to obtain the veision befoie the
authentication.
<8::
http://127.0.0.1/integria/include/api.php?info=version
315'2"
Integria IMS OpenEdition v4.0dev - Build 130514 MR5
*+5/6,+)4
-,)`/+5/6,+)4
! Retuin: Retuins a list with the inciuents to which the usei that uoes the
calls has access.
! Paiameteis: stiing filtei (stiing empty foi all), Status filtei (1 foi all an
1u foi the ones that aie not closeu), gioup filtei (1 foi all)
<8:: +#57 215'2" #" <>I
http://127.0.0.1/integria/include/api.php?user=user&op=get_incidents&params=day,-10,1
315'2" <>I
user-laptop,3 server1,45
<8:: +#57 215'2" #" J-&
http://127.0.0.1/integria/include/api.php?user=user&op=get_incidents&params=day,-
10,1&return_type=xml
API functions
Pag 2u4
315'2" J-&
<xml> <item> <name>user-laptop</name> <data>3</data> </item>
<item> <name>server1</name> <data>45</data> </item> </xml>
-,)`/+5/6,+)`6,)0/K4
! Retuin: Retuins the uetails of one inciuent
! Paiameteis: inciuence iu
<8:: +#57 215'2" #" <>I
http://127.0.0.1/integria/include/api.php?user=user&op=get_incident_details&params=2
315'2" <>I
1,"2010-02-17 01:35:35","0000-00-00 00:00:00",Myfddfe,,demo,1,1,3,3,"2010-02-17
01:50:05",user,1,0,0,,,0,0,0,0
<8:: +#57 215'2" #" J-&
http://127.0.0.1/integria/include/api.php?user=user&op=get_incident_details&params=2&return_ty
pe=xml
315'2" J-&
<xml> <id_incidencia>1</id_incidencia> <inicio>2010-02-17 01:35:35</inicio>
<cierre>0000-00-00 00:00:00</cierre> <titulo>Myfddfe</titulo>
<descripcion></descripcion> <id_usuario>demo</id_usuario> <origen>1</origen>
<estado>1</estado> <prioridad>3</prioridad> <id_grupo>3</id_grupo>
<actualizacion>2010-02-17 01:50:05</actualizacion> <id_creator>admin</id_creator>
<notify_email>1</notify_email> <id_task>0</id_task> <resolution>0</resolution>
<epilog></epilog> <id_parent></id_parent> <sla_disabled>0</sla_disabled>
<affected_sla_id>0</affected_sla_id> <id_incident_type>0</id_incident_type>
<score>0</score> </xml>
5.,0),`/+5/6,+)
! Retuin: An inciuent is cieateu
! Paiameteis: Title, uioup Iu, Piioiity, Besciiption, Inventoiy Iu
<8:: +#57 <>I 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=create_incident&params=Titulo%20de%20la
%20incidencia,2,1,Descripcion%20de%20la%incidencia,1
J-& 315'2"
0
API functions
Pag 2uS
<8:: +#57 J-& 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=create_incident&params=Titulo%20de%20la
%20incidencia,2,1,Descripcion%20de%20la%incidencia,1&return_type=xml
J-& 315'2"
<xml> <data>0</data> </xml>
(G60),`/+5/6,+)
! Retuin: 0puates the uata of one inciuent,
! Paiameteis: Inciuent Iu, title, uesciiption,postsciitp, gioup iu, piioiity,
oiigin, solution, status
<8:: +#57 <>I 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=update_incident&params=4,nuevo%20titulo
,nueva%20descripcion,nuevo%20epilogo,4,2,1,1,3
<>I 315'2"
0
<8:: +#57 J-& 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=update_incident&params=4,nuevo%20titulo
,nueva%20descripcion,nuevo%20epilogo,4,2,1,1,3&return_type=xml
J-& 315'2"
<xml> <data>0</data> </xml>
6,K,),`/+5/6,+)
! Retuin: An inciuent is ueleteu
! Paiameteis:Inciuent Iu
<8:: +#57 <>I 315'2"
http://127.0.0.1/integria/include/api.php?user=user&op=delete_incident&params=3
J-& 315'2"
0
API functions
Pag 2u6
<8:: +#57 J-& 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=delete_incident&params=3&return_type=xm
l
J-& 315'2"
<xml> <data>0</data> </xml>
A'.:(+/)4
-,)`/+5/6,+)`I'.:(+/)4
! Retuin:Retuin a list with the woikunits associateu to an inciuent
! Paiameteis: Inciuent Iu
<8:: +#57 <>I 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_incident_workunits&params=3
<>I 315'2"
3,"2010-02-17 01:48:48",0.25,admin,"Workunit description",0,0,,1 2,"2010-02-17
01:47:41",0.25,admin,"Another workunit description",0,0,,1
<8:: +#57 J-& 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_incident_workunits&params=3&return_
type=xml
J-& 315'2"
<xml> <workunit> <id>3</id> <timestamp>2010-02-17
01:48:48</timestamp> <duration>0.25</duration>
<id_user>admin</id_user> <description>Workunit description</description>
<have_cost>0</have_cost> <id_profile>0</id_profile>
<locked></locked> <public>1</public> </workunit> <workunit>
<id>2</id> <timestamp>2010-02-17 01:47:41</timestamp>
<duration>0.25</duration> <id_user>admin</id_user>
<description>Another workunit description</description>
<have_cost>0</have_cost> <id_profile>0</id_profile>
<locked></locked> <public>1</public> </workunit> </xml>
5.,0),`I'.:(+/)
! Retuin: Cieates a woikunit in an inciuent
! Paiameteis: inciuent Iu, uesciiption,uuiation in houis, if it has
geneiateu any costs, if it is public oi not, associateu piofile
API functions
Pag 2u7
<8:: +#57 <>I 315'2"
http://127.0.0.1/integria/include/api.php?user=user&op=create_workunit&params=1,Descriopcion,0
.5,0,1,1
<>I 315'2"
0
<8:: +#57 J-& 215'2"

http://127.0.0.1/integria/include/api.php?user=user&op=create_workunit&params=1,Descriopcion,0
.5,0,1,1&return_type=xml
J-& 315'2"
<xml> <data>0</data> </xml>
3/K,4
-,)`/+5/6,+)`H/K,4
! Retuin:Retuin a list with the files associateu to an inciuent
! Paiameteis: Inciuent Iu
<8:: +#57 <>I 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_incident_files&params=1
<>I 315'2"
1,1,0,0,admin,file1.php,"php example",764026 2,1,0,0,admin,file2.png,"png example",34026
<8:: +#57 J-& 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_incident_files&params=1&return_type
=xml
J-& 315'2"
<xml> <file> <id_attachment>1</id_attachment>
<id_incidencia>1</id_incidencia> <id_task>0</id_task>
<id_kb>0</id_kb> <id_usuario>admin</id_usuario>
<filename>file1.php</filename> <description>php example</description>
<size>764026</size> </file> <file> <id_attachment>2</id_attachment>
<id_incidencia>1</id_incidencia> <id_task>0</id_task>
<id_kb>0</id_kb> <id_usuario>admin</id_usuario>
<filename>file2.png</filename> <description>png example</description>
<size>34026</size> </file> </xml>
API functions
Pag 2u8
6'I+K'06`H/K,
! Retuin:Retuin a list with the inciuents to which the usei that uoes the
call has access to
! Paiameteis: stiing filtei (stiing empty foi all), Status filtei (1 foi all an
1u foi the ones that aie not closeu), gioup filtei (1 foi all)

<8:: +#57 <>I 315'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_incidents&params=day,-10,1
<>I 315'2"
[file content in base64]
<8:: +#57 J-& 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_incidents&params=day,-
10,1&return_type=xml
J-& 315'2"
<xml> <data>[contenido del fichero en base64]</data> </xml>
0))05L`H/K,
! Retuin: Auus a file to the list of files of one inciuent
! Paiameteis:inciuent Iu, file name, file size in Bytes, file uesciiption, file
content in base 64

<8:: +#57 <>I 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=attach_file&params=1,example.txt,234,Fi
chero%20de%20ejemplo,aW50ZWdyaWEgcm9ja3M=
J-& 315'2"
0
API functions
Pag 2u9
<8:: +#57 215'2" #" J-& 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=attach_file&params=1,example.txt,234,Fi
chero%20de%20ejemplo,aW50ZWdyaWEgcm9ja3M=&return_type=xml
J-& 315'2"
<xml> <data>0</data> </xml>
6,K,),`H/K,
! Retuin:Belete a file foim the file list of one inciuent
! Paiameteis: file Iu
<8:: +#57 <>I 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=delete_file&params=32
315'2" <>I
0
<8:: +#57 215'2" #" J-&
http://127.0.0.1/integria/include/api.php?user=user&op=delete_file&params=32&return_type=xml
J-& 315'2"
<xml> <data>0</data> </xml>
S4,.4
5.,0),`(4,.
Call useu to cieate a usei in the system passing some paiameteis, incluuing a
fiist giouppiofile assignment. If you neeu to assign anothei giouppiofile,
you neeu to use an auitional call to associate giouppiofile to that usei.
! Retuin: Retuins 1 if usei is cieateu successfully, u if not.
! Paiameteis: usei, pass, paiams |(useiname, gioup_iu, piofile_iu, email,
passwoiu, uesciiption, simplemoue, iealname, exteinalusei)j
Example:
API functions
Pag 21u
http://localhost/integria/include/api.php?op=create_user&user=admin&params=jorge,5,4,jorge@lux
.com,none,This is a normal user,0,Jorge Gonzalez,1
B0K/60),`(4,.
! Retuin: Retuins 1 if paii of useipass is coiiect, u if not
! Paiameteis: usei, pass
Sample:
http://localhost/integria/include/api.php?op=validate_user&user=admin&pass=integria
Z,064
5.,0),`K,06
Call useu to cieate one leau.
! Retuins: Retuins 1 if it is cieateu coiiectly, anu u if not.
! Paiameteis: Fullname, company, email, countiy, estimateu_sale,
piogiess, phone, mobile, position, ownei, language, comments, categoiy,
manageu_by, campaign
Example:
http://192.168.70.163/integria/include/api.php?user=api_user&op=create_lead%C2%B6ms=Dario,Arti
ca+ST,Rodriguez,Spain,0,0,55566677,6665577,Developer,admin,es,This comment is very
important,1,0,7
J)L,.4
-,)`/+5/6,+)`).05:/+-
! Retuin: Retuins a list with the inciuent tiacking

<8:: +#57 <>I 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_incident_tracking&params=2
API functions
Pag 211
315'2" <>I
9,2,0,"2010-02-17 01:56:33",demo,0,Created 10,2,2,"2010-02-17 02:06:58",demo,0,"Workunit
added"
<8:: +#57 215'2" #" J-&
http://127.0.0.1/integria/include/api.php?user=user&op=get_incident_tracking&params=2&return_t
ype=xml
J-& 315'2"
<xml> <tracking> <id_it>9</id_it>
<id_incident>2</id_incident> <state>0</state> <timestamp>2010-
02-17 01:56:33</timestamp> <id_user>demo</id_user>
<id_aditional>0</id_aditional> <description>Created</description>
</tracking> <tracking> <id_it>10</id_it>
<id_incident>2</id_incident> <state>2</state> <timestamp>2010-
02-17 02:06:58</timestamp> <id_user>demo</id_user>
<id_aditional>0</id_aditional> <description>Workunit added</description>
</tracking> </xml>
-,)`/+5/6,+)4`.,4'K()/'+4
! Retuin: Retuins a list with the iuentifieis an names of the Integiia
inciuent iesolutions
! Paiameteis: -
<8:: +#57 <>I 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_incidents_resolutions
315'2" <>I
1,Fixed 2,Invalid 3,"Wont fix"
<8:: +#57 215'2" #" J-&
http://127.0.0.1/integria/include/api.php?user=user&op=get_incidents_resolutions&return_type=x
ml
J-& 315'2"
<xml> <resolution> <id>1</id> <name>Fixed</name>
</resolution> <resolution> <id>2</id>
<name>Invalid</name> </resolution> <resolution> <id>3</id>
<name>Wont fix</name> </resolution> </xml>
-,)`/+5/6,+)4`4)0)(4
API functions
Pag 212
! Retuin: Retuins a list with the iuentifieis an names of the Integiia
inciuent status
! Paiametios: -

<8:: +#57 <>I 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_incidents_status
315'2" <>I
1,New 2,Unconfirmed 3,Assigned
<8:: +#57 215'2" #" J-&
http://127.0.0.1/integria/include/api.php?user=user&op=get_incidents_status&return_type=xml
J-& 315'2"
<xml> <status> <id>1</id> <name>New</name>
</status> <status> <id>2</id> <name>Unconfirmed</name>
</status> <status> <id>3</id> <name>Assigned</name>
</status> </xml>
-,)`/+5/6,+)4`4'(.5,4
! Result: Retuin a list with the iuentifieis an names of the Inteigiia
oiigins
! Paiameteis: -

<8:: +#57 <>I 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_incidents_sources
315'2" <>I
1,"User report" 2,Customer 3,"Internal department"
<8:: +#57 J-& 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_incidents_sources&return_type=xml
API functions
Pag 21S
J-& 315'2"
<xml> <source> <id>1</id> <name>"User report"</name>
</source> <source> <id>2</id> <name>Customer</name>
</source> <source> <id>3</id> <name>"Internal
department"</name> </source> </xml>

-,)`-.'(G4
! Retuin: Retuins a list with the iuentifieis anu names of the Integiia
gioups
! Paiameteis: -
<8:: +#57 <>I 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_groups
315'2" <>I
2,"Customer #A" 3,"Customer #B" 4,Engineering
<8:: +#57 215'2" #" J-&
http://127.0.0.1/integria/include/api.php?user=user&op=get_groups&return_type=xml
J-& 315'2"
<xml> <group> <id>1</id> <name>"Customer #A"</name>
</group> <group> <id>2</id> <name>"Customer #B"</name>
</group> <group> <id>3</id> <name>Engineering</name>
</group> </xml>
-,)`(4,.4
! Retuin:Retuins a list with the useis that the usei that uoes the call can
see.
<8:: +#57 215'2" #" <>I
http://127.0.0.1/integria/include/api.php?user=user&op=get_users
315'2" <>I
usuario1 usuario2 usuario3
API functions
Pag 214
<8:: +#57 215'2" #" J-&
http://127.0.0.1/integria/include/api.php?user=user&op=get_incidents&params=day,-
10,1&return_type=xml
J-& 315'2"
<xml> <id_user>usuario1</id_user> <id_user>usuario2</id_user> <id_user>usuario3</id_user>
</xml>


-,)`4)0)4
! Retuins: Retuins a values with the iesult of the queiy.
! Paiameteis: The following paiameteis aie expecteu: metiic, stiing,
status, iu_usei, iu_gioup, iu_company, iu_piouuct anu iu_inventoiy.
! 7,)./5: Netiic iequesteu, the following values aie available:
! )')0K`/+5/6,+)4: Numbei of inciuents (is limiteu by Integiia
maximun inciuents numbei).
! 'G,+,6: Numbei of inciuents open.
! 5K'4,6: Numbei of inciuents closeu.
! 0B-`K/H,: Inciuent aveiage life, in seconus.
! 4K0`5'7GK/0+5,: Peicentage of SLA compliance.
! 0B-`45'./+-: Inciuent aveiage scoiing, fiom u up to 1u.
! 0B-`I'.:)/7,: Inciuent aveiage woiktime, in seconus.
! 4)./+-: Stiing which is useu like a filtei when seaiching foi
inciuents.
! 4)0)(4: Stiing with values sepaiateu by comas, with values
between 1 anu 7. (By uefault the stiing is 1,2,S,4,S,6,7)
! /6`(4,.: Iu to filtei by usei. (By uefault "").
! /6`-.'(G: Iu to filtei by gioup. (By uefault 1).
! /6`5'7G0+?: Iu to filtei by company. (By uefault u).
! /6`G.'6(5): Iu to filtei by piouuct. (By uefault u).
! /6`/+B,+)'.?: Iu to filtei by inventoiy. (By uefault u).

<8:: +7#?7 215'2", <>I ?*)1
uet % of SLA compliance:
API functions
Pag 21S
http://127.0.0.1/integria/include/api.php?user=user&op=get_stats&params=sla_compliance
uet total of inciuents in any gioup with NEW status
http://127.0.0.1/integria/include/api.php?user=user&op=get_stats&params=opened,,1
uet total of inciuents openeu (any status, any gioup)
http://127.0.0.1/integria/include/api.php?user=user&op=get_stats&params=opened
<>I 31,':5
1,"Sample inventory object" 2,"Another inventory" 3,Thirdventory
<8:: +7#?7 215'2", J-& ?*)1
http://127.0.0.1/integria/include/api.php?user=user&op=get_stats&params=sla_compliance&return_
type=xml
J-& 215'2"1)
<xml> <data>97</data> </xml>
-,)`/+B,+)'./,4
! Retuin: Retuins one list with the iuentifieis anu names of the Integiia
inventoiies
! Paiameteis
<8:: +#57 <>I 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_inventories
<>I 315'2"
1,"Sample inventory object" 2,"Another inventory" 3,Thirdventory
<8:: +#57 J-& 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_inventories&return_type=xml
API functions
Pag 216
J-& 315'2"
<xml> <inventory> <id>1</id> <name>Sample inventory
object</name> </inventory> <inventory> <id>2</id>
<name>Another inventory</name> </inventory> <inventory>
<id>3</id> <name>Thirdventory</name> </inventory> </xml>
-,)`K04)`5.'+`,Q,5()/'+
! Result: Time (in minutes) fiom the last ciontask execution.
<8::
http://127.0.0.1/integria/include/api.php?user=user&op=get_last_cron_execution
31,':5
S
<8:: +#57 J-& *'54'5
http://127.0.0.1/integria/include/api.php?user=user&op=get_last_cron_execution&return_type=xml
31,':58)* J-&
<xml> <cronjob> <last_exec>3</last_exec> </cronjob> </xml>

-,)`+(7`F(,(,6`,70/K4
! Retuin: Retuins the numbei of emails that aie penuing to be senu.
<8::
http://127.0.0.1/integria/include/api.php?user=user&op=get_num_queued_emails
315'2"
2u
<8:: +#57 J-& 215'2"
http://127.0.0.1/integria/include/api.php?user=user&op=get_num_queued_emails&return_type=xml
API Extension
Pag 217
J-& 315'2"
<xml> <pending_email> <num>20</num> </pending_email> </xml>
!b" !"# %&'()*+,)
To uevelop new calls foi tha API, you shoulu consiuei this:
! The call has to be uone as a function in the fileo/+4)0K05/p+
*+),-./0qT/+5K(6,TH(+5)/'+4`0G/"GLG, anu also be among the valiu
functions in the file o/+4)0K05/p+ *+),-./0qT/+5K(6,T0G/"GLG .
! The function shoulu ietuin a single value oi an aiiay of paiis, foi
example name-value
! The foimat of the ietuin of the call to XNL oi CSv is uone in the
file 0G/"GLG in an automatic way.
NQ07GK,4 'H %<* H(+5)/'+4
NQ07GK, 'H H(+5)/'+ )L0) .,)(.+ 0 4/+-K, B0K(,
Befinition in the file H(+5)/'+4`0G/"GLG:
function host_risk ($host_name) { $host_id = get_hosts_id($host_name); //If
there is not a host with this name return false if (!$host_id) { return
false; } $risk = return_last_risk_agent($host_id);
return $risk; }
Call on the file 0G/"GLG:
switch ($op) { ... case "host_risk": if (isset($params['0'])) { $result = host_risk ($params['0']); } else { $result = false; } break; ... }
NQ07GK, 'H H(+5)/'+ )L0) .,)(.+4 0 K/4) 'H B0K(,4
Befinition in the file H(+5)/'+4`0G/"GLG:
function all_host_risk() { //Get all host $hosts = get_hosts();
//Check if there is host or not if (empty($hosts)) { return false;
} $result = array(); foreach ($hosts as $host) { $host_name =
get_host_name($host['id']); $risk = return_last_risk_agent($host['id']); $aux = array(); $aux['name'] = $host_name; $aux['data'] = $risk; array_push($result, $aux); } return $result; }
Call in the file 0G/"GLG:
API Extension
Pag 218
switch ($op) { ... case "all_host_risk": $result = all_host_risk ();
break; ... }

Extension system
Pag 219
!d" !"#$%&'(% &*&#$+
Integia INS has an extension system that allows to expanu its funcionalities
anu be aujusteu to uiffeient useis. This extensions also allow an easiei way to
extenu oi cieate new sections.
Theie aie thiee extension types at the moment:
! Nenu
! Setup
! Tab
Since this is a featuie in uevelopment, the types can be incieaseu in the futuie.
NQ),+4/'+ 1,+(
The extensions of this type appeai on the siue menu of Integiia INS, just
befoie the calenuai box. It is possible to auu menu extensions in any section.




>.,0)/+- 0+ NQ),+4/'+ 1,+(
With, at less, PBP knowleuges, it is possible to cieate an extension. Foi this is
necessaiy cieate a .php sciipt in the uiiectoiy %H2%)!'()!, which is insiue the
ioot uiiectoiy of Integiia. This file will be in chaige of the iegistei anu loau of
the funcionalities.
Ceitains functions shoulu be auueu to the loau file in oiuei to iegistei the
extension.
Extension system
Pag 22u
extensions_add_side_menu_option ([Name], [section]);
With this function, it will appeai in the extension box of the specifieu section
with the specifieu name.
To know the name of the section on which is wanteu to assign the expansion, it
is neeueu to finu the paiametei !%0 in the Integiia uils.
http://[host]/integria/index.php?sec=customers&sec2=operation/companies/company_detail
Beie is possible to see that the name of the customeis section is 0"!2(8%&!.

0nce it appeais, theie is to inuicate what happen when an usei clicks on it.
extensions_add_main_function ([Function name]);
It is possible to inuicate with this function, with a stiing type vaiiable, which
function shoulu be executeu to show the extension infoimation.

With a function that shows the iesulting infoimation in html, othei to inuicate
on which section shoulu be appeai anu anothei to inuicate what to uo when an
usei clicks on it, wiiteu in a .php file in the %H2%)!'()! uiiectoiy, it is possible to
cieate an extension. If auuitional libiaiies oi othei iesouices aie neeueu,
coulu be auueu in a uiiectoiy calleu as the main file in the %H2%)!'()! uiiectoiy.
Example:
<?php function extension1_main() { echo "Hello World"; } extensions_add_side_menu_option
('Extension 1', 'customers'); extensions_add_main_function ('extension1_main'); ?>
2,)(G ,Q),+4/'+4
This is a special extension type veiy similai as the menu extensions, with the
paiticulaiity of be uesigneu to appeai on the Integiia INS setup. This makes it
peifect to act as an extension configuiation section.
>.,0)/+- 0 4,)(G ,Q),+4/'+
Extension system
Pag 221
Same as in the menu extensions, it shoulu be iegisteieu:
extensions_add_godmode_side_menu_option ([Name]);
Anu it is neeueu to inuicate which function will loau the infoimation:
extensions_add_godmode_function ([Function name]);
Example:
<?php function extension1_main() { echo "<div style='color:".$config['color'].";'>Hello
World</div>"; } function extension1_setup() { $color = (string) $_POST['e1_color']; if
($color) { update_config_token('color', $color); } echo "<form>";
echo " <input name='e1_color' type='text' value='$color'>"; echo " <input
type='submit' name='upd_button' value='Update'>"; echo "</form>"; }
extensions_add_side_menu_option ('Extension 1', 'customers'); extensions_add_main_function
('extension1_main'); extensions_add_godmode_side_menu_option ('Extensin 1 setup');
extensions_add_godmode_function ('extension1_setup'); ?>
90& ,Q),+4/'+4
This extensions will appeai on the selecteu tab list.



>.,0)/+- 0 )0& ,Q),+4/'+
Is veiy similai to the menu extension, but this type can get some paiameteis
fiom the subsection.
To iegistei it, will be necessaiy to use this function:
extensions_add_tab_option ([Tab id], [Name], [Tab list subsection], [Icon path], [Tab list
id]);
Extension system
Pag 222
The icon path is optional anu begins fiom the %H2%)!'()! uiiectoiy, the same as
the tablist iu, that is necessaiy only when theie aie moie than one tab list on
the subsection.
To know the name of the subsection on which is wanteu to assign the
expansion, it is neeueu to finu the paiametei !%0_ in the Integiia uils.
http://[host]/integria/index.php?sec=incidents&sec2=operation/incidents/incident_dashboard_det
ail&id=[Incident id]
Foi example, the subsection name of an inciuent uetail view
is (4%&-2'()<')0'.%)2!<')0'.%)2@.-!3#(-&.@.%2-'1.
To inuicate which function will iun to show the extension infoimation:
extensions_add_tab_function ([Function name]);
Example:
<?php function extension1_main() { echo "<div style='color:".$config['color'].";'>Hello
World</div>"; } function extension1_setup() { $color = (string) $_POST['e1_color']; if
($color) { update_config_token('color', $color); } echo "<form>";
echo " <input name='e1_color' type='text' value='$color'>"; echo " <input
type='submit' name='upd_button' value='Update'>"; echo "</form>"; }
extensions_add_side_menu_option ('Extension 1', 'customers'); extensions_add_main_function
('extension1_main'); extensions_add_godmode_side_menu_option ('Extensin 1 setup');
extensions_add_godmode_function ('extension1_setup'); extensions_add_tab_option ('extension1',
'Extension 1', "operation/incidents/incident_dashboard_detail",
"extension1/images/integria_mini_logo.png", "incident-details-view");
extensions_add_tab_function ('extension1_main'); ?>
%B0/K0&K, )0& K/4)4
At the moment, the only tab list that can contain extensions is the main tab list
of an inciuent uetail view, but moie places will come in the futuie.
B"?#)1"5 )158#: 9#1+
! @,5,/B,6 G0.07,),.4: '. (Inciuent IB).
! 2(&4,5)/'+: (4%&-2'()<')0'.%)2!<')0'.%)2@.-!3#(-&.@.%2-'1.
! 90& K/4) /6: ')0'.%)25.%2-'1!5$'%=.