[Transfer from ITILXF forum]itop Hundred Answers

What is itop and what are the advantages compared to other ITSM software?
ITop is an open source Web application for the daily operation of the IT environment. It is based on ITIL best practices and is not rigidly tied to any specific process.
Advantage:
1. Open source, extensibility and easy to develop.
2. Philosophy. Emphasizing the management of people-oriented IT operations and operations;
3. Tools. Intelligent user operation, improve the efficiency of tool use;
4. Extensibility. Rich integration interface and custom functions to enhance the ability of the tool to change as needed;
5. Compliance. Follow ITIL best practices and international ISO20000 standards;
6.CMDB Core. Provide a powerful CMDB module, dynamic generation of CI relationship topology diagram;
7. Focus on the business. Rely on the ITIL Pioneer Forum in the industry leading research results and consulting experience, make the tool business logic design more in line with it operation and maintenance of the actual work needs;
8. Solution. have integrated solutions including training, consulting and software.

Itop for which enterprises, how to provide services
Itop has a common operations support process, with more emphasis on management capabilities and IT operations support, suitable for most of the domestic enterprise IT departments including group, chain Group of IT departments and IT service providers to improve IT operations performance, improve service quality, and continuously improve IT services.
Itop software provides multi-client management capabilities and more robust service management capabilities such as business unit, multi-organization management for IT service provider-specific requirements.

What is Itop official website?
Official website: http://www.combodo.com
ITOP official Chinese Community: http://iTop.itilxf.com/

Itop deployment system and hardware requirements?
Itop Operating Environment requirements: apache+mysql5.0+php5.2.0;
Itop Deployment Resource requirements: More than 1G of memory, 2.4GHz above the cpu,10g of the hard disk.
If the company structure is too large, many businesses, many people, the process is complex, need to appropriately increase the configuration.

What operating system platforms can itop be deployed on?
Itop is a truly cross-platform application that supports Linux and the Windows operating system.

Six, itop the latest version is how much, where to download?
Itop official website http://www.combodo.com
ITOP China Official Community http://iTop.itilxf.com
Open source IT operations tools Itop QQ Group 233051696

Where can I see the version information for Itop
The icon in the upper-left corner, the mouse moves to stay for a while will display the version number

From the administrator's point of view, Itop is party a system, or party B system?
If you are a service provider, then this is the party B system. If you are a customer, this is the party system.

This is optional when you install Itop.

Does Itop have an online demo platform?
Online Demo Platform: http://123.59.81.125/demo/pages/UI.php
User name Admin
Password ITILXF
Public platform, please do not change the password.

Does Itop have API support?
Yes, you can see the official website: http://www.combodo.com/documentation/api-ref-extensions/
Or ITop China's official community http://iTop.itilxf.com

Ten, itop have mobile client?
Itop currently supports Android client, related software download see itop China Community Posts: http://www.itilxf.com/thread-34839-1-1.html

Itop have technical forums and use of communication groups?
ITOP official Chinese Community: Http://iTop.itilxf.com/;iTop Technology Group: 233051696

12. How to improve the performance of itop system
1. Tuning itopperformance//Optimize environment configuration
1) Install APC//Installation APC
APC (Alternative PHP Cache) speeds-up phpapplications by caching the result of the PHP parsing as opcodes in Sharedmemory.
2) Remove un-needed dictionary files//delete non-essential dictionary file to remove the non-needed dictionaries, which can free a good amount of mem Ory. Removethe files (they is called XX.dictionary.YYYY.php, where XX was the Languagecode) from the Datamodels directory and T o Run the setup again.
3) Check MySQL ' s key cache//Adjust MySQL key buffer The actual ratio ofkey_reads/key_read_requests should be as low as Possib Le (typically less than0.1%). Adjust the variable key_buffer_size in MY.CNF and restart the MySQLServer
4) Check the query cache//enable query cache
Check if the MySQL Query cache is enabled,with enough memory to Cache the results of the most common queries.
2, considering LoadBalance method//Consider Load Balancing deployment method (such as 2 web+1 MySQL database server, 2 Web configured to load balance)

13. Is there a knowledge base in Itop?
The official version of Itop is not a knowledge base. Only FAQs and known errors are available, but it is easy to build a knowledge Base module with two development sessions.

14. Does itop have a process engine like remedy?
Itop does not have a process engine and cannot customize the process on the page, remedy is a cms+cmdb process management platform, Itop based on ITIL best practices without any specific process. It is flexible and adaptable to both informal and pragmatic processes, and to ITIL-compliant processes. Its core is the CMDB, the configuration management database (config Management data Base). The CMDB is the earliest developed part of the Itop, followed by the work order process and other derivative processes

XV, Itop have report function?
Itop has simple statistical functions, and reports require third-party reporting tools to be implemented with a simple two-time development.

16, how to configure the business process?
This needs to depend on the actual situation of the enterprise and the process that itop can achieve.

17. System hint ITop is read-only ITop are temporarily frozen, please wait ..., what is the problem?
This is a maintenance mode that is provided by the system when the general user is read-only during maintenance. config-itop.php File Access_mode property settings

18. Can I show the configuration item affected by a ticket in the topology diagram?
2.2 and later versions can be viewed, or associated configuration items can be viewed in the ticket properties.

19. Where is the tutorial document or video installed?
Itop The official Chinese community has extensive installation tutorials, Itop official Chinese community team has written a itop white paper, and has extensive offline activities and training support
Installation Tutorial Please refer to the Forum Technology sticker: http://www.itilxf.com/thread-32945-1-1.html

20. What is the difference between the three modes selected when installing Itop, and how to choose?
For different levels of work order management requirements, ITIL mode separate events and user requests separately managed, simple mode is not differentiated, no tickets management do not use Itop system Management ticket

21, Itop How to add or remove the Extended feature configuration item
Can only install, cannot delete! The installation method is to download the appropriate plug-in, placed under directory extensions. Then modify the configuration file, remove the read-only attribute, in the browser input: Http://<your_iTop>/setup re-update the installation once. Select the appropriate extension module during the installation process.


22. What are the databases supported by Itop?
Currently itop support database: MYSQL, temporarily does not support ORACLE,DB2, etc.;

23, Itop How to upgrade, software upgrade will not affect the existing data
Upgrade method Reference Installation Documentation: Http://www.itilxf.com/thread-32945-1-1.html, run to install or Upgrade choice when you choose to upgrade an existing instance, without affecting the current data

24, the installation of the default configuration of the company data can be deleted?
Can be removed, it is important to note that some of the associated objects are first deleted

25, how to modify the Itop time zone
Itop default is Paris time, in itop-config.php inside the 155th row timezone value change to Asia/hong_kong

26, Itop After the installation is complete, the total is a popup login what is the reason?
Please check site home page address settings or directory file access permissions

27. How can the Web server not start or port occupancy issues be resolved during installation?
Check which programs are consuming 80 and 443 ports, turn them off or modify the default ports in the configuration file

28. Wamp cannot start in Windows Server, prompting Msvcr110.dll not found
Download or copy the file to the system system32 directory regsvr32 msvcr100.dll to register, or install the latest VC + + 2012

29, the external mapping server address, login can not display the page properly
Check config-itop.php, note App_root_url finally must end, such as ' http://iTop.itilxf.com/'

30. The ITIL specification mode selected when installing Itop can be modified to simple mode without affecting the data.
In principle, the change management mode will cause a chain reaction to the database structure change, it is recommended to create a new instance after backing up the data and restore the operation

31, Chinese data export garbled how to solve?
Itop in these two places, the CSV file is generated in different ways when the same function is exported as a CSV file. The equivalent must be modified both at the same time to ensure that the exported content of the CSV file and template CSV file is not garbled.
1. Modify the config-itop.php file
(1), modify the properties of the config-itop.php file, remove the read-only attribute.
(2), open the file, find the 49th line, the content should be
' Csv_file_default_charset ' = ' iso-8859-1 ',
Modified to:
' Csv_file_default_charset ' = ' iso-8859-1 ',
Csv_file_default_charset ' = ' UTF-8 ',
(3), save, and change the file to read-only.
2. Modify the csvimport.php file
(1), modify the properties of the csvimport.php file, remove the read-only attribute.
(2), open the file, find the No. 435 line, the content should be as follows:
$oPage->add ($sResult);
Change this line to the following two lines:
$oPage->add ($sResult);
$oPage->add ("\XEF\XBB\XBF". $sResult);
(3), save, and change the file to read-only.
For details, please refer to technical documentation: HTTP://WWW.ITILXF.COM/FORUM.PHP?MOD=VIEWTHREAD&AMP;TID=34318

32. What is the difference between module ITOP-REQUEST-MGMT and Itop-request-mgmt-itil?
ITOP-REQUEST-MGMT is a simple request management module;
Itop-request-mgmt-itil is an ITIL process-compliant request management with user request management and event management

33. Which external systems can be integrated with itop
can be integrated with other IT tools (monitoring systems, reporting tools, automated inventory, etc.) such as LDAP, ad Active Directory, CAS single sign-on, mail, Zabbix, Nagios, OpenOffice, Cacti. Integration with AD reference: Https://wiki.openiTop.org/doku.php?id=active_directory_integration
Integrated with Nagios Reference:
Https://wiki.openiTop.org/doku.php?id=integrating_iTop_with_nagios

34. Where are the reference configuration documents for Itop and monitoring software integration?
Https://wiki.openiTop.org/doku.php?id=integrating_iTop_with_nagios&s%5b%5d=nagios

35. Can itop achieve SSO?
No, you can only establish external authentication users, use an external authentication server,

36. Can itop automatically discover network devices?
Itop itself does not support automatic discovery of network devices, can be two times to develop or integrate other network scanning systems, such as Nmap. Another: The official website is related to the document which integrates with the ocs-ng, also can carry on the automatic discovery. Https://wiki.openiTop.org/doku.php?id=integrating_iTop_with_ocsinventory

37. Can itop automatically generate events based on the alarm information in the monitoring platform?
Yes, you need to itop and monitor the platform to do the interface.

38, Itop can integrate the AD account and use AD to verify the user name password?
Can integrate ad accounts and use ad authentication, refer to Https://wiki.openiTop.org/doku.php?id=active_directory_integration
You can read the organization information for people, but you cannot now intelligently import these organizational information

39, how to carry out the bulk of the AD account import, the import process can choose to import only some accounts?
Ad Account Batch Import also please refer to: https://wiki.openiTop.org/doku.php?id=active_directory_integration
User filtering generally uses the ' ldap_query ' parameter in the script to filter the user, using the method reference PHP document http://php.net/manual/zh/function.ldap-search.php and/HTTP Www-archive.mozilla.org/directory/csdk-docs/filter.htm#understand_config_file
The import process is not selectable import or not import (that is, similar to check box) which users, so before the formal import, please use the simulation=1 parameter to test, until meet the requirements and then import users and create user accounts
If you want to create a user account for automatic AD and Itop, set up scheduled tasks on the Web server and execute the user import script as a command line (it is strongly recommended to test the import script to meet the requirements in advance)
About the number of imported users, the Itop side does not make restrictions, such as exceeding the read limit, please contact the ad administrator to increase the single user read limit, modify the ad maxpagesize properties to the size you need, we recommend the user after the full import adjustment back to normal size to ensure that the Ad Server load security

40. Unable to identify account when importing AD account
Check the domain controller's link configuration to see if the Itop Web server communicates properly with it. In addition, the user name and password in the ad_import_account.php must be valid, and the user can read all the user information under the OU, generally can temporarily use the Administrator account

41. Why can't I use domain authentication when connecting to an ad domain?
When using the ad domain for authentication, you must enable the ITop LDAP authentication module and modify the ' Authent-ldap ' portion of the $mymodulesettings array in the config-itop.php. Regarding the login name, when importing the user, if uses the sAMAccountName, does not need to fill in the @ and the domain name, when uses userPrincipalName, must fill in the full login name, like [email protected]

42, Itop synchronization AD domain account name upside down how to do?
Requires two development, modifies the ad_import_account.php file, assigns the imported SN parameter to first_name, assigns the givenname parameter to the name

43. Why can't I modify the imported domain user password?
The imported domain user password Authentication is performed on the domain controller, and the user password can be modified in the domain console, but other passwords that need to use the authentication system, such as the computer login password, are modified at the same time.

44, how to enable the system's mail notification function?
1, first ensure that the server can send mail.
① confirm config file ' email_asynchronous ' = False
② Modify/etc/php.ini sendmail_path=/usr/sbin/sendmail-t-I [email protected]
③ in yourip/itop/setup/email.test.php This page to test whether the normal e-mail.

2, "management tools" → "notifications", enter the notification configuration interface.
3, there are two tags, enter the "Action" tab, here set the action to send email.
4, here a new action, from the column is your e-mail address, to the column to fill in the OQL query statement, through the query to determine the recipient of the Mail object.
5, back to the notification configuration interface, create a new trigger, and then in the trigger associated with the action just created. Such a message triggering function is complete.

45. How to use an external SMTP server to send notification messages
Modify the config file corresponding fields as shown below:
' Email_transport ' = ' phpmail '
' Email_transport_smtp.host ' = ' smtp.qq.com ',
Here's ' smtp.qq.com ' to replace your SMTP server with your actual situation
' Email_transport_smtp.password ' = ' Fill in the email password ',
' Email_transport_smtp.username ' = ' Fill in the email ',
' Forgot_password_from ' = ' Fill in the email ',

46. What is the difference between a private log and a public log?
Publiclog is used for exchanging information with the requestor, and the information is visible to the requestor;
Privatelog is mainly used to record the processing of requests or means of processing, such as the record of experience convenient for later inspection, information to the requestor is not visible;

47. How itop organizations should understand and define
In Itop, organizations are used to define boundaries based on access restriction policies. Most object management has an organization's scope in Itop. This scope generally represents the objects owned by the organization (e.g., services, computers, cabinets, etc.).
Specific use: 1. If only used in the company, then this organization can be understood as a department, convenient asset Management, service management classification;
2. In the case of a service provider, the organization can be understood as a client company with access and authority restrictions in terms of services, asset management, and so on. Customers can only see information that belongs to their company.

48. What is the difference between external users and itop users?
The main difference is that the authentication method is different Itop user, the user password is the authentication and management by the ITOP system itself
LDAP user, user on-premises, password is managed by LDAP server authentication, commonly used is AD domain
The so-called external, is not by the ITOP system itself certification, you can also use Excel documents to manage.
Three types of users are used to log in to Itop, associated contacts, access to the appropriate action.
Portaluser Portal users can access the Itop portal. People who do not have access to any other standard app will be automatically redirected to the user portal. The Portal Power User Portal is a person who is able to view all of the tickets under a single user. It must also have other roles, such as the role of the portal user.


49, the contact is displayed in the last name and the name is reversed how to modify?
The simplest way is to enter the time when the person is swapped, can also be Chinese when the reverse of Chinese.

50. Are there any detailed documentation for users, roles, and their corresponding permissions?
Role description
Administrator has the highest privileges to bypass any control
Changeapprover change approver is the person who can influence the change approval
Changeimplementor Change Executor is the person who performs the change operation
Changesupervisor Change Supervisor is the person who is responsible for the change execution process overall
ConfigurationManager Configuration Manager is the person who modifies the maintenance CMDB configuration item
DocumentAuthor document author is the person who can contribute the document
Portalpower User Portal advanced users are the ones who are able to view all the tickets under a single user. It must also have other roles, such as the role of the portal user
Portaluser Portal users can access the Itop portal. People who do not have access to any other standard app will be automatically redirected to the user portal.
Problemmanager problem manager to analyze and solve current problems for people.
ServiceDesk Agent is the person responsible for creating and updating the event order.
ServiceManager Service Manager is responsible for the delivery of the service to the customer (internal and external) of the person
Supportagent support staff is the person who analyzes and resolves the current ticket one user can have multiple roles and implement different levels of administrative rights through role overlays itop the system does not support custom permission roles, but you can customize role permissions, as documented in the documentation refer to https:// Wiki.openitop.org/doku.php?id=customization:add-profile-sample

51. The established contacts cannot be opened on the search page.
Permission settings, including organization-side allocations.

52, do not see work orders, or all the work orders have operation, modification, distribution rights, or the person in charge does not have the relevant rights, what is the matter? How to solve?
Set the correct profiles (role permissions)

53. Why only accounts with portal user rights can access the backend module
Verify that the profile information in this user attribute is only a portal user, and that the user will automatically jump to the portal interface when logged in with only the portal user

54, forget the administrator password to do?
You can retrieve the password by Itop user-bound mailbox, please refer to Https://wiki.openiTop.org/doku.php?id=2_1_0:admin:forgot_password, or you can operate the database directly.

55, tto/ttr What is the meaning of the distinction?
TTO: The time of receipt of orders, from the user feedback to the service desk to the staff to follow up the processing of the hours spent, the rigorous assessment will consider this length;
TTR: The length of time spent in the processing process, consider whether the technical staff in accordance with the SLA to complete, but also the service provider assessment;

56. What is the connection and difference between application system and application program?
Can be simply understood as pre-and post-or up-and-down, through impact analysis most can understand the relationship between them.

57. Where can I see the number of resolved issues?
1. Dashboards for help desk, event management, or problem Management (overview). 2. Search for user requests, status resolved

58. How do I assign tasks to multiple people at the same time?
You can implement this function with two development, modify OQL statements, OQL statements Reference documents http://www.itilxf.com/thread-43362-1-1.html

59, when more people need to deal with the time, how to distribute work orders?
You can create a ticket, then create multiple sub-orders to allocate, create a sub-ticket in the relations can select the parent request (that is, the parents work order)

60. What is NBU in the server attribute?
The new version does not already have this item, and another one is the size of the server.

61, how to solve the problem of too many users
What's the problem with too many users? Is it a question of entry or management? Or is the system slow problem? Input can use external Account authentication system to manage account information,

62, change management can automatically trigger the configuration item changes?
Changes cannot be triggered automatically and should be implemented after approval

63. What are the devices and network devices in the storage system, respectively?
Equipment refers to infrastructure equipment, such as servers, switches, tape drives, etc.

64. How is the team defined in change management?
A team is associated with several object types, such as contracts, work orders, and so on, to define responsibilities. Team is also used as a workgroup for assigning work orders. A team is required to include at least one member when assigning a work order.

65. What is the concept of organization and service? How do you differentiate between actual applications?
If the service is in-house customer, the organization can understand the department, if serve the external customer, the organization can understand as the company. Service as the name implies is the provision of services, such as the provision of IT services, the provision of procurement services, the provision of maintenance services. This is a completely different concept of two.

66, how to add customer organization?
Added in data administration, Organizitions (organization).

67. How to understand customer contract and supplier contract? What's the difference?
The customer contract is the contract between the service team and the service object, and the supplier contract is the contract between the provider and the service team for the service team to complete the required resources. That is: The customer is the user of the service team, the service team is the supplier's user

68, the service directory, SLA,SLT is how to set up?
1, the general first set SLT, divided into several time levels, each level contains tto and TTR;
2, next set up SLA, according to the urgency of different, associated with different levels of SLT.
3, finally in the setting up the customer contract, select the corresponding service and the corresponding level of SLA.

69. What is the concept of delivery mode? What are the uses?
The concepts defined in Itop indicate that a (several) team provides services for a certain number of users, and that the customer contract, service catalog, and SLA can be concatenated in a delivery model

70. How to create a delivery model to associate with a customer?
The first is to establish a delivery model, designate the people and teams that provide the service, establish an organization, select the appropriate delivery model, establish a customer contract, and select the client organization corresponding to the contract. That is: the delivery model and the customer contract through the organization to establish the association

71. What is the relationship between priority of event management and priority in SLT? Should one by one correspond?
SLT is the standard that calculates whether the SLA has been fulfilled, and the different events may be the same SLA and SLT, but with different priorities.

72, create SLT, request type Why should divide into event and service request? What's the difference between these two? Why are they divided into two types?
This is because some companies have different requirements for requests and events, and in general, requests are less urgent than events, so separate SLT are set

73. How to enable customers to select the service provided by the supplier accurately without compromising the privacy of the data?
After exporting the contents of the service catalog, please tick the user to set up the customer contract, delivery mode, service catalogue, SLA, etc. according to the customer's requirement in the system.

74, contract, delivery mode, service, need to be updated with the change of company organization personnel?
There is no need for people to change, only the people in the team (person) should be updated, and if the team changes, it is only necessary to modify the team in the delivery mode

75, new or distributed work orders can not select the team and personnel.
Configuration error or incomplete, check the delivery mode, contract, service directory configuration

76. What are the reasons why the sub-services in the service directory are not brought out?
It may be that the status of the sub-service is selected incorrectly, or the subordinate relationship is not set up properly.

77. What is the meaning of service family existence?
The service family exists to logically categorize the service.

78. What is the speed unit of physical interface?
Typically using m, such as 10M bandwidth

79. What is the difference between service request and event management?
Service requests and event management can be flexibly divided according to the specific circumstances of the organization. If the user asks to reset the password or provide a manual, the service request can be categorized, and the user requests to process the database outage as soon as possible can be categorized as an event.

80. What is the function of escalatedincidents this menu?
Timed out or escalated events, the ticket will normally appear in this menu only if the event has timed out during processing or if the management upgrade is in progress.

81. How is escalated tickets used?
Requests that are timed out or upgraded are typically only available in this menu if the request is timed out during processing or if the management upgrade has occurred.

82, work orders have exceeded SLT, but the ticket details are not prompted to timeout? What is the reason for this?
Team (Personnel)--delivery mode--customer contract--SLA--SLT, according to the chain of related relationship, establish the correlation relationship, the SLA can be calculated automatically. In addition, when filling a single, pay attention to the correct choice of impact degree and urgency, the corresponding level of SLT should also be set.


83. The parent request shutdown causes the resolution of the child request to be modified? How should it be avoided and resolved?
This is a good feature provided by Itop to avoid repeatedly shutting down similar events; You can use association requests instead of parent-child requests.

84, how to change the status of work orders?
After opening the ticket, click the Modify button on the top right corner, the new ticket can select the assign,wait for approval status on the work order, and the assigned ticket can be pending,mark as resolved, and re-assign. After the start-up, the other actions drop-down menu in the upper right corner has more shortcut features.

85, Itop How to close work orders in bulk?
Bulk modification or use of the function of automatically closing work orders.

86, the work order progress and actual progress is inconsistent, how to deal with? How to avoid it?
Require the engineer to use the suspended state, which is not able to advance the work due to conditions, and can be marked as pending, when the SLA pauses the calculation. At the same time, to submit a settlement without a real solution, to give some punitive measures, which can be controlled by means of management

87. Can you export files directly from other asset management software to the Itop system?
Yes, export data from other asset management software, organize the data by Itop Import template, and import into the itop system.

88. How to Bulk Import and export contacts or other data
You can export the relevant CI blank template to a CSV or Excel document, and then fill in the relevant data in the CSV document from the Data Management menu to import

89, different equipment use the same asset number for what can also be imported into the system?
is a device name that uniquely identifies the

90, when bulk import assets, if a property is not created in advance, can import it
As long as it's not a required field, you can import

91. CSV import does not match when exporting data
Import the field to correspond well, choose the wrong nature is not on.

92. How should the associated role be set when importing users?
Add the Profile column manually, fill in the corresponding profileID, and then import

93, guide the data when prompted issue:failed Toreconcile what is the reason
See if there are duplicate identity records

94, how to use OQL statement to export data?
In admin Tools-run Queries, then choose Other action to export Excel

95, Itop site data How to back up or migrate?
First introduction:
The database can be backed up and restored using phpMyAdmin or mysqldump, and the process can be referred to the technical sticker http://www.itilxf.com/forum.php?mod=viewthread&tid=43267 &page=1

96, in the database will be deleted person (retained MyFirstName), in the page display can still see the contact number, how to clear
The entire record in the database is deleted and can be

97, OQL support view query?
OQL does not support views

98. How to get the URL address of the current request
$this->hyperlink () $

99. How to set the full state of the display event in the OQL statement
Selectincident Group Status

How do I refer to a contact in a OQL statement?
Similar to the Select Incident as I join Ticket as T on T.id=i.id connects the two tables so that all the fields of Incident and Ticket can be displayed.

[Transfer from ITILXF forum]itop Hundred Answers