Book Image

IT Inventory and Resource Management with OCS Inventory NG 1.02

Book Image

IT Inventory and Resource Management with OCS Inventory NG 1.02

Overview of this book

OCS Inventory NG is a cross-platform, open-source inventory and asset management solution. It brings more than plentiful features to the table to satisfy the business needs of small-to-large organizations with up to tens of thousands of computers. However, to put this inventory solution to optimum use requires a lot of skill.This book will lead you through the steps of implementing OCS-NG until you master working with it. This book aims at reducing efforts involved in resource management. The solution gives a robust foundation on top of which we can implement other third party applications, plugins, and much more.This book begins with the basics—it explains what IT inventorying needs are to be met in the real-world. Then, it covers a step-by-step approach to everything you need to know to set up and implement OCS-NG as a centralized inventory solution to meet all these requirements. It delves deeper into carrying out inventory tasks with every chapter.You will learn how to choose the best agent type and deployment method. We discuss the process of gathering inventory data and cover techniques for creating and deploying packages. You will also learn how to acquire added benefits with the use of plugins. We discuss best practices on inventorying and troubleshooting agent-related problems. The book presents real-world inventorying scenarios along with their solutions. You will basically learn how to use OCS-NG to get the most out of it.As a conclusion, if you want to learn about a free solution that fulfils inventorying necessities of the real-world, this is the book for you.
Table of Contents (16 chapters)
IT Inventory and Resource Management with OCS Inventory NG 1.02
Credits
About the Author
Acknowledgement
About the Reviewer
Preface
Keeping Pace with Version Updates—Glancing over the changelog of the Latest Release

Helpdesk and issue tracking functions of GLPI


The issue tracking and helpdesk features can be found under the Assistance section of the top menu. The first one is simply called "tracking" functions, but it deals with tickets. The interface allows two kinds of searching mechanisms: basic and advanced. There are lots of criteria and parameters based on which the results are queried. Tickets are used to report issues, ask for servicing/help, and helpdesk-related tasks.

At the Helpdesk section, we can add tickets. This form can be loaded up by any user. The previous Tracking is only possible for technicians and administrators. Tickets can be added both retroactively (meaning historical, just for archiving purposes) or as new ones.

Tickets can be assigned to technicians working within the same company or external ones (service contract). This step assumes that we added more than the required companies to that category. The planner is used to schedule intervention of tickets, if this option is...