Disc

Today, the best part of my work is focused to develop or implement open source projects.

 

OTRS::ITSM

 

This is my last experience with Open Source Ticket Request Systems.

ITSM is a ITIL compliant Open Source IT Service Management Solution. It requires the framework OTRS (Open Ticket Request System)

Besides all OTRS features, new ones include Incident, Problem and Configuration Management, integrated Configuration Management Data Base; process spanning Communication management: within the IT Service organization, towards Customers/Users/Management and Suppliers/Providers; powerful statistical features for (Trend-)Analysis, key figured Reporting, ITSM-Planning/-Controlling; flexible configuration, customizing and expandability regarding your individual requirements.

 

  •          Perl, multiple RDBMS
  •          Ticket data and notes are based on email format, thorough mail support
  •          PGP and S/MIME support
  •          Support for subject ID mail responses pairing (not relying on "unreliable" means in mail headers)
  •          Main code mostly one man show, but looks like community  is starting to grow
  •          Templates support for replies, NOT for forwarding
  •          Arbitrary ticket metadata
  •          Localization
  •          Various authorization and user database schemes (SQL, LDAP, remote HTTPAuth)
  •          Interface based on templates, customizable independently from main code
  •          Fulltext searching, searching over metadata
  •          Intuitive interface

 

 

PLONE

 

Plone is an Open Source CMS. But what is a CMS? A content management system, or CMS, is a web application designed to make it easy for non-technical users to add, edit and, well, manage a website.

 
From Wikipedia a CMS may support the following features:

  •          Identification of all key users and their content management roles.
  •          The ability to assign roles and responsibilities to different content categories or types.
  •          Definition of workflow tasks for collaborative creation.
  •        The ability to capture content. (e.g. scanning)
  •        The ability to publish the content to a repository to support access to the content.
  •          The ability to track and manage multiple versions of a single instance of content
    • .

 

Plone is a CMS built on the Zope application server, which is written in Python. It is made such that all information stored in Plone is stored in Zope's built-in transactional object database (ZODB). It comes with installers for Windows, Mac OS X, and Linux, along with other operating systems. New updates are released regularly on Plone's website. Plone is available in over 35 languages. Its interface follows the government standard WAI-AAA and U.S. section 508, which allows people with sight disabilities to properly access and use Plone. A major part is its use of skins and themes. When working with Plone, templates can be used to customize a website's look. These templates are written with Cascading Style Sheets. In addition, It comes with a user management system called Pluggable Authentication Service. Introduced in Plone 2.5, "PAS" is used to properly sort actions from different users to their respective folders or accounts. PAS is also used to search for users and groups in Plone. Most importantly, PAS covers the security involved for users, requiring authentication in order to login to Plone. This gives users an increase in both security and organization with their content. A large part of Plone's changes have come from its community. Since Plone is open source, the members of the Plone community regularly make alterations or add-ons to Plone's interface, and make these changes available to the rest of the community via Plone's website.

 

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