Dispatch Incident

The standard life cycle for Incident tickets in iTop does not allow to assign a ticket to a Team without assigning it to a specific Person inside this Team. By creating a new state dispatched, this extension allows to dispatch an Incident ticket to a Team, without assigning it to particular Person. From the dispatched state the Incident can then be assigned to a Person.

Dispatch an Incident to a Team before assigning it to a Person.

The standard Incident life-cycle is the following:

Once the extension has been installed, the Incident life-cycle becomes as follows:

The definition of the TTO (Time To Own) metric is also modified to take into account the “dispatched” state (The Time To Own stops when the ticket is actually assigned to a Person, not only dispatched to a Team).

1. Expand the zip file of the extension and copy the folder combodo-dispatch-incident into the extensions folder of iTop, and make sure that the folder can be read by the web server process.
2. If iTop is already installed, make sure that the configuration file is not read-only
3. Launch the setup program by pointing your browser to http://<itop>/setup/
4. When prompted to select the extensions to install, check “Dispatch of Incidents” and complete the setup.

This extension has no specific configuration setting.

The new dispatched state is fully integrated with the life-cycle of the ticket. For example, when creating a new Incident, an extra button “Dispatch to a team” appears:

On an Incident in state new, the action “Dispatch to a team..” is available in the drop-down list of actions.

A user must have either the profile “Service Desk Agent” or “Support Agent” (or Administrator) to be allowed to dispatch a ticket.