1. Putting model IT into operation

    Artikel: AN0002394Aktualisiert: 20.01.2019

    Before you start using model IT, you have to carry out several steps for its first configuration.


    Model IT is connected with model Requests and with model Knowledge Base. You can use the model individually, however, in order to maximize the benefits we recommend putting also these two models into operation.

    1. Set yourself as IT owner of the model IT

    In order you can manage the model, you have to be either Administrator (setting is done in element AdminLogins in the file web.config) or IT owner of the model (setting is  done in the model: menu Administration - Models - Models, select model IT and set yourself in the field IT owner).

    2. Assigning access rights

    Following roles work with model IT:

    Role Description
    All authenticated users (roles assigned automatically to all users that log on) Displays overviews Work schedule, My IT Service desk, Release calendar and Service catalogue. Enters Workflow requests and Time sheets.
    Application Administrator Displays data of the Application layer. Works with Test cases, with  Incident and Problem management, Changes, Change requests, Tasks.
    Business Analyst Displays selected data.
    Business Project Manager Displays Release and Change requests. Works with tasks.
    Domain Manager Works with entities of Application, Process and Project layer.
    External Developer Works with Defects.
    IT Analyst Works with entities of Project and Application layer.
    IT Application Manager Works with entities of Application, Database, Operations and Project layer (Release, Test cases, Tasks, Changes, Defects).
    IT Applicatiom Teamleader Works with Work schedule, works with entities of Application, Database, Operations and Project layer (Release, Test cases, Tasks, Changes, Defects).
    IT Architect Works with entities of all the layers.
    IT Developer Displays data from various layers. Works with entities of Testing.
    IT Helpdesk Works with dashboard Service Desk. Displays entities of Application layer and Service layer. Works with entities of Incident and Problem management.
    IT Manager Displays data from various layers.
    IT Project Manager Works with entities from Project layer (Requests, Work schedule, Projects, Capacity planning, Changes, Change requests, Testing, Release).
    IT Security Officer Displays data from various layers.
    Network Administrator Works with Network layer, OS server layer, Hardware and Datacenter.
    PMO (Project Management Office) Works with Project layer - Projects, Programs, Portfolios, capacity planning.
    Process Manager Works with entities of Process layer, BIA Questionnaire, Requests.
    Release Coordinator Works with Release, Configuration items in Release and Tasks.
    Service Partner Displays Service requests.
    System Administrator Works with entities from Application layer, Database layer, OS server and Network layer, Hardware, Datacenter and Operations layer.
    Workstation Administrator Works with entities from Operations, Application and Hardware layer.

    You can modify above stated access rights in the settings of particular objects. Access rights can be withdrawn from current roles and added to new roles etc. Everything according to your needs.

    If you are taking over roles assignment to users from Active Directory groups, ensure that the respective users are members of the respective Active Directory groups. (Active Directory group is defined in the ObjectGears role: menu Administration - Access control - Role).

    If you define roles membership in ObjectGears, assign respective roles to each user (menu Administration - Users - Users).

    3. Calendar settings

    There are calenders used for calculation of the target resolution time in ObjectGears. E.g. incident with time resolution 8 working hours entered on Thursday December 31st at 17:00 will not have the target resolution time on Friday January 1st at 1:00, but on Monday at January 4th at 16:00, after reflecting bank holidays, weekends and working hours. Calendars have to be set up first in the model.

    E.g. class Incidents has after instllation set up use of calendar 'Server_team_working_hours'. When trying to record an incident following message will be displayed:

    Initialization of calendar 'Server_team_working_hours': record with code = 'Server_team_working_hours'  for calendar data was not found in class 'Calendar'.

    Therefore, we have to set up the calendar first. We assign ourselves role IT Architect and create records in following classes that are included in menu IT - Calendars.

    1. Class Regular times - We will create a record that we will call e.g. Regular time of the solution team. We will save this record and then create new records in the tab From-To for week days - e.g. five records for Days in week Monday - Friday, setting From and To for e.g. 8:00 and 18:00.

    2. We will create a record in the class Calendar, we will set column code to Server_team_working_hours, column name e.g. to Calendar for solution team and we select the record created in the previous step in the column Regular time. We can select exceptions (e.g. bank holidays), when another time defined with the Exception is applied, in the column Exceptions.

    3. We can create also new exceptions based on working hours of our teams, bank holidays in other countries etc.

    4. Calendar gets initialized after application start. Therefore, perform restart of the web with ObjectGears as the last step.

    4. Filling in data in the Configuration database and other classes

    Before launching certain processes and creating new records it is necessary to fill in data in the referenced classes. E.g. Service providers have to be defined before entering a Service request or Configuration items to which Support and Maintenance may apply have to be filled in before creating record for actual Support or Maintenance.