服务¶
使用此屏幕可直接在服务人员界面中获取服务列表。 服务 菜单项可在主导航栏的 服务 菜单中找到。
服务概览屏幕
A view on services and configuration items, including information on each object’s current state, allows you to analyze an incident and calculate the incident’s impact on affected services and customers, and service level agreements and linked configuration items are also displayed. For each configuration item, the current incident state is shown. In addition, the incident state will be propagated for dependent service level agreements and configuration items. If a service is selected, the service details will be shown, now with the additional current incident State, which is calculated from the incident states of dependent services and configuration items.
Service states can have one of the following three values:
- 正常（绿色）
- 警告（黄色）
- 故障（红色）
The propagation of the incident state will be carried out if configuration items are linked to other business objects. Linking the configuration items is a manual task. The following combination of linking is possible in a default installation:
| First Business Object | Second Business Object | Source Link | Target Link |
|---|---|---|---|
| Configuration item | Configuration item | 替代 | 替代 |
| Configuration item | Configuration item | 连接到 | 连接到 |
| Configuration item | Configuration item | 依赖 | 被…需要 |
| Configuration item | Configuration item | 包括 | 属于 |
| Configuration item | Configuration item | 关联 | 关联 |
| Configuration item | 工单 | 替代 | 替代 |
| Configuration item | 工单 | 依赖 | 被…需要 |
| Configuration item | 工单 | 关联 | 关联 |
| Configuration item | 服务 | 替代 | 替代 |
| Configuration item | 服务 | 依赖 | 被…需要 |
| Configuration item | 服务 | 关联 | 关联 |
| Configuration item | FAQ article | 普通 | 普通 |
| Configuration item | FAQ article | 父 | 子 |
| Configuration item | FAQ article | 关联 | 关联 |
| 服务 | FAQ article | 普通 | 普通 |
| 服务 | FAQ article | 父 | 子 |
| 服务 | FAQ article | 关联 | 关联 |
Source and target links can be swapped to link the business objects each other. Thanks to this mechanism, the linking can be started in any type of business object zoom screen via the Link menu item.
参见
The linking possibilities can be extended in the system configuration.
By default, only Depends on linking has underlying logic. Here the following rules apply:
- If a configuration item is dependent on another configuration item, which is in the state Incident, the dependent configuration item gets the state Warning.
- If a service is dependent on configuration items, and one of these configuration items has a state Incident, the service will also get the state Incident.
- If a service is dependent on configuration items, and one of these configuration items has the state Warning, the service will also get the state Warning.
- If a service has sub-services, and one of these services has the state Incident, the parent service will get the state Warning.
- If a service has sub-services, and one of these services has the state Warning, the parent service will get the state Warning.
Any other link type does not affect the incident state of services.
The states of the respective services, sub-services, and configuration items will be shown in the view.
参见
Read the chapter about configuration item 概览 to setup the dynamic calculation of service states.
若要查看一个服务的详情：
- 点击一个服务所在的行。
服务详情屏幕
服务详情 屏幕有一个自己的菜单。
- 后退
- 此菜单项返回上一屏幕。
- 打印
- 此菜单项打开一个PDF文件，显示此屏幕适合打印机的版本。 您可以保存或打印此PDF文件。
- 链接
此菜单项打开 OTRS 的标准链接屏幕。服务可以链接到任何其他对象，如FAQ文章、服务、工单或配置项。也可以在此处管理现有链接。
链接服务屏幕
屏幕底部将显示相关的服务级别协议。如果单击服务级别协议，将打开 服务级别协议 详情屏幕。