11.2. Configurating configuration item classes

By default OTRS::ITSM provides four CI classes to represent all relevant IT elements:

• [ Computer ]

  All CIs, which are classically referred to as computers, e.g. desktop PCs or laptops, and all intelligent, configurable and non-peripheral appliances such as switches, routers or other active network components.

• [ Hardware ]

  All hardware components not being considered as computers, ranging from "blade center" chassis, to printers and USB sticks depending on the level of detailedness of the listing.

• [ Network ]

  Logical nets (LAN, WLAN, WAN etc.), which span IP address spaces.

• [ Software ]

  All software products and licenses.

If the four classes do not suffice to describe your IT environment, further classes can be added via the "general catalog" link in the OTRS::ITSM admin area. After creating a new CI class in the general catalog, a definition must be entered in ConfigItem".

The design of a CMDB data model and the CIs to be managed in it is a task which should not be underestimated. Our experience shows that it is highly recommendable to validate conceptual thoughts in a dry run against the existing IT infrastructure before changing the OTRS::ITSM standard data model and/or CI classes. It has proven of value to resort to external assistance, e.g. of ITIL practice experts for the CMDB design.

Please find below a part of the self-explaining default configuration for the "computer" CI class:

[
    {
        Key => 'Description',
        Name => 'Description',
        Searchable => 1,
        Input => {
            Type => 'TextArea',
        },
    },
    {
        Key => 'Type',
        Name => 'Type',
        Searchable => 1,
        Input => {
            Type => 'GeneralCatalog',
            Class => 'ITSM::ConfigItem::Computer::Type',
        },
    },
    {
        Key => 'Owner',
        Name => 'Owner',
        Searchable => 1,
        Input => {
            Type => 'Customer',
        },
    },
    {
        Key => 'AssetTag',
        Name => 'Asset Tag',
        Searchable => 1,
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 100,
            Required => 1,
        },
        CountMin => 0,
        CountMax => 1,
        CountDefault => 0,
    },

            :
            :
            :

    {
        Key => 'Model',
        Name => 'Model',
        Searchable => 1,
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 50,
        },
    },
    {
        Key => 'OperatingSystem',
        Name => 'Operating System',
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 100,
        },
    },
    {
        Key => 'CPU',
        Name => 'CPU',
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 100,
        },
        CountMin => 1,
        CountMax => 16,
        CountDefault => 1,
    },
];

    

Attribute changes and amendments can be effected in the graphical configuration area selecting "change definition":

In order to assure the consistency of the data managed in OTRS::ITSM, information created in the admin area of the system cannot be deleted as a general rule. If you want to deactivate such information, change the value in the respective listbox settings from "valid" to "invalid" or "invalid-temporarily".