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[Qsos-commits] qsos/sheet/bugTracker/otrs otrs-2.qsos otrs.qsos
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From: |
Nicolas Vérité |
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Subject: |
[Qsos-commits] qsos/sheet/bugTracker/otrs otrs-2.qsos otrs.qsos |
|
Date: |
Wed, 28 Feb 2007 09:59:26 +0000 |
CVSROOT: /sources/qsos
Module name: qsos
Changes by: Nicolas Vérité <Nyco> 07/02/28 09:59:26
Added files:
sheet/bugTracker/otrs: otrs-2.qsos
Removed files:
sheet/bugTracker/otrs: otrs.qsos
Log message:
mv otrs.qsos otrs-2.qsos
CVSWeb URLs:
http://cvs.savannah.gnu.org/viewcvs/qsos/sheet/bugTracker/otrs/otrs-2.qsos?cvsroot=qsos&rev=1.1
http://cvs.savannah.gnu.org/viewcvs/qsos/sheet/bugTracker/otrs/otrs.qsos?cvsroot=qsos&r1=1.14&r2=0
Patches:
Index: otrs-2.qsos
===================================================================
RCS file: otrs-2.qsos
diff -N otrs-2.qsos
--- /dev/null 1 Jan 1970 00:00:00 -0000
+++ otrs-2.qsos 28 Feb 2007 09:59:26 -0000 1.1
@@ -0,0 +1,583 @@
+<?xml version="1.0" encoding="UTF-8"?>
+<document>
+ <header>
+ <authors>
+ <author>
+ <email>address@hidden</email>
+ <name>Tojo Randrianaivojaona</name>
+ </author>
+ </authors>
+ <dates>
+ <creation>20060331</creation>
+ <validation></validation>
+ </dates>
+ <language>en</language>
+ <appname>otrs</appname>
+ <release>2</release>
+ <licenseid>31</licenseid>
+ <licensedesc>GNU General Public License</licensedesc>
+ <url>http://www.otrs.org</url>
+ <desc>OTRS is an Open source Ticket Request System (also well known as
trouble ticket system) with many features to manage customer telephone calls
and e-mails</desc>
+ <demourl>http://otrs.org/demo/</demourl>
+ <qsosformat>1.6</qsosformat>
+ <qsosappfamily>bugTracker</qsosappfamily>
+ <qsosspecificformat>1</qsosspecificformat>
+ </header>
+ <section name="generic" title="Generic section">
+ <desc>Generic criteria from QSOS version 1.6</desc>
+ <element name="intrinsicdurability" title="Intrinsic durability">
+ <desc>Intrinsic durability</desc>
+ <element name="maturity" title="Maturity">
+ <desc>Maturity</desc>
+ <element name="age" title="Age">
+ <desc0>less than 3 months</desc0>
+ <desc1>if between 3 months and 3 years</desc1>
+ <desc2>after 3 years</desc2>
+ <score>2</score>
+ <comment>Otrs.org domain was created in ? 2001 </comment>
+ </element>
+ <element name="stability" title="Stability">
+ <desc0>Unstable software with numerous releases or patches
generating side effects</desc0>
+ <desc1>Stabilized production release existing but old. Difficulties
to stabilize developpement releases</desc1>
+ <desc2>Stabilized software. Releases provide bug fixes corrections
but mainly new functionalities</desc2>
+ <score>2</score>
+ <comment></comment>
+ </element>
+ <element name="historyknowproblems" title="History, know problems">
+ <desc0>Software knows several problems which can be
prohibitive</desc0>
+ <desc1>No know major problem or crisis</desc1>
+ <desc2>History of good management of crisis situations</desc2>
+ <score>2</score>
+ <comment></comment>
+ </element>
+ <element name="forkprobability" title="Fork probability, source of
Forking">
+ <desc0>Software is very likely to be forked in the future</desc0>
+ <desc1>Software comes from a fork but has very few chances of being
forked in the future</desc1>
+ <desc2>Software has very little chance of being forked. It does not
come from a fork either</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ </element>
+ <element name="adoption" title="Adoption">
+ <desc>Adoption by community and industry</desc>
+ <element name="popularity" title="Popularity (related to: general
public, niche, ...)">
+ <desc0>Very few users identified</desc0>
+ <desc1>Detectable use on Internet</desc1>
+ <desc2>Numerous users, numerous references</desc2>
+ <score>2</score>
+ <comment></comment>
+ </element>
+ <element name="references" title="References">
+ <desc0>None</desc0>
+ <desc1>Few refences, non critical usages</desc1>
+ <desc2>Often implemented for critical applications</desc2>
+ <score>1</score>
+ <comment>OTRS is known to be use in some important
organisation.version 2.0.4 is known by its high level of security</comment>
+ </element>
+ <element name="contributingcommunity" title="Contributing Community">
+ <desc0>No community or without real activity (forum, mailing list,
...)</desc0>
+ <desc1>Existing community with a notable activity</desc1>
+ <desc2>Strong community: big activity on forums, numerous
contributors and advocates</desc2>
+ <score>2</score>
+ <comment></comment>
+ </element>
+ <element name="books" title="books">
+ <desc0>No book about the software</desc0>
+ <desc1>Less than 5 books about the software are available</desc1>
+ <desc2>More than 5 books about software are available, in several
languages</desc2>
+ <score>0</score>
+ <comment></comment>
+ </element>
+ </element>
+ <element name="developmentleadership" title="Development leadership">
+ <desc>Organisation and leadership of developments</desc>
+ <element name="leadingteam" title="Leading team">
+ <desc0>1 to 2 individuals involved, not clearly identified</desc0>
+ <desc1>Between 2 and 5 independent people</desc1>
+ <desc2>More than 5 people</desc2>
+ <score>1</score>
+ <comment></comment>
+ </element>
+ <element name="managementstyle" title="Management style">
+ <desc0>Complete dictatorship</desc0>
+ <desc1>Enlightened despotism</desc1>
+ <desc2>Council of architects with identified leader (e.g:
KDE)</desc2>
+ <score>1</score>
+ <comment></comment>
+ </element>
+ </element>
+ <element name="activity" title="Activity">
+ <desc>Activity of the project and around the software</desc>
+ <element name="developersidentificationturnover" title="Developers,
identification, turnover">
+ <desc0>Less than 3 developers, not clearly identified</desc0>
+ <desc1>Between 4 and 7 developers, or more unidentified developers
with important turnover</desc1>
+ <desc2>More than 7 developers, very stable team</desc2>
+ <score>2</score>
+ <comment></comment>
+ </element>
+ <element name="activityonbugs" title="Activity on bugs">
+ <desc0>Slow reactivity in forum or on mailing list, or nothing
regarding bug fixes in releases note</desc0>
+ <desc1>Detectable activity but without process clearly exposed,
loing reaction/resolution time</desc1>
+ <desc2>Strong reactivity based on roles and tasks assignment</desc2>
+ <score>2</score>
+ <comment></comment>
+ </element>
+ <element name="activityonfunctionalities" title="Activity on
functionalities">
+ <desc0>No or few new functionalities</desc0>
+ <desc1>Evolution of the product driven by the core team or by user's
request without any clearly explained process</desc1>
+ <desc2>Tool(s) to manage feature requests, strong interaction with
roadmap</desc2>
+ <score>2</score>
+ <comment></comment>
+ </element>
+ <element name="activityonreleases" title="Activity on releases">
+ <desc0>Very weak activity on both production and development
releases</desc0>
+ <desc1>Activity on production and developmenet releases. Frequent
minor releases (bug fixes)</desc1>
+ <desc2>Important activity with frequent minor releases (bugs fixes)
and planned major releases relating to the roadmap forcast</desc2>
+ <score>2</score>
+ <comment></comment>
+ </element>
+ </element>
+ </element>
+ <element name="industrializedsolution" title="Industrialized solution">
+ <desc>Industrialization level of the project</desc>
+ <element name="independenceofdevelopments" title="Independence of
developments">
+ <desc0>Developments realized at 100% by employees of a single
company</desc0>
+ <desc1>60% maximum</desc1>
+ <desc2>20% maximum</desc2>
+ <score>2</score>
+ <comment></comment>
+ </element>
+ <element name="services" title="Services">
+ <desc>Services offering</desc>
+ <element name="training" title="Training">
+ <desc0>No offer of training identified</desc0>
+ <desc1>Offer exists but is restricted geographically and to one
language or is provided by a single contractor</desc1>
+ <desc2>Rich offers provided by several contractors, in serveral
languages and split into modules of gradual levels</desc2>
+ <score>1</score>
+ <comment></comment>
+ </element>
+ <element name="support" title="Support">
+ <desc0>No offer of support except via public forums and mailing
lists</desc0>
+ <desc1>Offer exists but is provided by a single contractor without
strong commitment quality of services</desc1>
+ <desc2>Multiple service providers with strong commitment (e.g:
guaranteed resolution time)</desc2>
+ <score>1</score>
+ <comment></comment>
+ </element>
+ <element name="consulting" title="Consulting">
+ <desc0>No offer of consulting service</desc0>
+ <desc1>Offer exists but is restricted geographically and to one
language or is provided by a single contractor</desc1>
+ <desc2>Consulting services provided by different contractors in
serveral languages</desc2>
+ <score>1</score>
+ <comment></comment>
+ </element>
+ </element>
+ <element name="documentation" title="Documentation">
+ <desc0>No user documentation</desc0>
+ <desc1>Documentation exists but shifted in time, is restricted to one
language or is poorly detailed</desc1>
+ <desc2>Documentation always up to date, translated and possibly
adapted to different target readers (end user, sysadmin, manager, ...)</desc2>
+ <score>1</score>
+ <comment></comment>
+ </element>
+ <element name="qualityassurance" title="Quality Assurance">
+ <desc>Quality assurance process</desc>
+ <element name="quality" title="Quality Assurance">
+ <desc0>No QA process</desc0>
+ <desc1>Identifies QA process but not much formalized and with no
tool</desc1>
+ <desc2>Automatic testing process included in code's life-cycle with
publication of results</desc2>
+ <score>1</score>
+ <comment></comment>
+ </element>
+ <element name="tools" title="Tools">
+ <desc0>No bug or feature request management tool</desc0>
+ <desc1>Standard tools provided (for instance by a hosting forge) but
poorly used</desc1>
+ <desc2>Very active use of tools for roles/tasks allocation and
progress monitoring</desc2>
+ <score>1</score>
+ <comment></comment>
+ </element>
+ </element>
+ <element name="packaging" title="Packaging">
+ <desc>Packaging for various operating systems</desc>
+ <element name="packagingsource" title="Source">
+ <desc0>Software can't be installed from source without lot of
work</desc0>
+ <desc1>Installation from source is limited and depends on very
strict conditions (OS, arch, lib, ...)</desc1>
+ <desc2>Installation from source is easy</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="packagingdebian" title="Debian">
+ <desc0>The software is not packaged for Debian</desc0>
+ <desc1>A Debian package exists but it has important issues or it
doesn't have official support</desc1>
+ <desc2>The software is packaged in the distribution</desc2>
+ <score>2</score>
+ <comment></comment>
+ </element>
+ <element name="packagingfreebsd" title="FreeBSD">
+ <desc0>The software is not packaged for FreeBSD</desc0>
+ <desc1>A port exists but it has important issues or it doesn't have
official support</desc1>
+ <desc2>A official port exists in FreeBSD</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="packaginghpux" title="HP-UX">
+ <desc0>The software is not packaged for HP-UX</desc0>
+ <desc1>A package exists but it has important issues or it doesn't
have official support</desc1>
+ <desc2>A stable package is provided for HP-UX</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="packagingmacosx" title="MacOSX">
+ <desc0>The software is not packaged for MacOSX</desc0>
+ <desc1>A package exists but it has important issues or it doesn't
have official support</desc1>
+ <desc2>The software is packaged in the distribution</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="packagingmandriva" title="Mandriva">
+ <desc0>The software is not packaged for Mandriva</desc0>
+ <desc1>A package exists but it has important issues or it doesn't
have official support</desc1>
+ <desc2>The software is packaged in the distribution</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="packagingnet" title="NetBSD">
+ <desc0>The software is not packaged for NetBSD</desc0>
+ <desc1>A port exists but it has important issues or it doesn't have
official support</desc1>
+ <desc2>A official port exists in NetBSD</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="packagingopen" title="OpenBSD">
+ <desc0>The software is not packaged for OpenBSD</desc0>
+ <desc1>A port exists but it has important issues or it doesn't have
official support</desc1>
+ <desc2>A official port exists in OpenBSD</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="packagingredhat" title="RedHat">
+ <desc0>The software is not packaged for RedHat/Fedora</desc0>
+ <desc1>A package exists but it has important issues or it doesn't
have official support</desc1>
+ <desc2>The software is packaged in the distribution</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="packagingsolaris" title="Solaris">
+ <desc0>The software is not packaged for Solaris</desc0>
+ <desc1>A package exists but it has important issues or it doesn't
have official support (e.g: SunFreeware.com )</desc1>
+ <desc2>The software is supported by Sun for Solaris</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="packagingsuse" title="SuSE">
+ <desc0>The software is not packaged for SuSE</desc0>
+ <desc1>A package exists but it has important issues or it doesn't
have official support</desc1>
+ <desc2>The software is packaged in the distribution</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="packagingwindows" title="Windows">
+ <desc0>The project can't be installed on Windows</desc0>
+ <desc1>A package exists but it is limited or has important issues or
just cover some specific Windows release (e.g: Windows2000 and
WindowsXP)</desc1>
+ <desc2>Windows is full supported and a package is provided</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ </element>
+ </element>
+ <element name="exploitability" title="Exploitability">
+ <desc>Exploitability level</desc>
+ <element name="easeofuseergonomics" title="Ease of use, ergonomics">
+ <desc0>Difficult to use, requires an in depth knowledge of the
software functionality</desc0>
+ <desc1>Austere and very technical ergonomics</desc1>
+ <desc2>GUI including help functions and elaborated ergonomics</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="administrationmonitoring" title="Administration /
Monitoring">
+ <desc0>No administrative or monitoring functionalities</desc0>
+ <desc1>Existing, functionalities but uncomplete and or need
improvement</desc1>
+ <desc2>Complete and easy-to-use administration and monitoring
functionalities. Possible integration with external tools (e.g: SNMP, syslog,
...)</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ </element>
+ <element name="technicaladaptability" title="Technical adaptability">
+ <desc>Technical adaptability</desc>
+ <element name="modularity" title="Modularity">
+ <desc0>Monolithic software</desc0>
+ <desc1>Presence of hight level modules allowing a first level of
software adaptation</desc1>
+ <desc2>Modular conception, allowing easy adaptation of the software by
selecting or creating modules</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="codemodification" title="Code modification">
+ <desc0>Everything by hand</desc0>
+ <desc1>Recompilation possible but complex without any tools or
documentation</desc1>
+ <desc2>Recompilation with tools (e.g: make, ANT, ...) and
documentation provided</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="codeextension" title="Code extention">
+ <desc0>Any modification requires code recompilation</desc0>
+ <desc1>Architecture designed for static extension but requires
recompilation</desc1>
+ <desc2>Principle of plugin, architecture designed for dynamic
extension without recompilation</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ </element>
+ <element name="strategy" title="Strategy">
+ <desc>Project's strategy</desc>
+ <element name="license" title="License">
+ <desc>License</desc>
+ <element name="permissiveness" title="Permissiveness (only if user
wants to become owner of code)">
+ <desc0>Very strict license, like GPL</desc0>
+ <desc1>Moderate permissive license located between both extremes
(GPL and BSD) dual-licensing depending on the type of user (person, company,
...) or their activities</desc1>
+ <desc2>Very permissive like BSD or Apache licenses</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="protectionagainstproprietaryforks" title="Protection
against proprietary forks">
+ <desc0>Very permissive like BSD or Apache licenses</desc0>
+ <desc1>Moderate permissive license located between both extremes
(GPL and BSD), dual-licensing depending on the type of user (person, company,
...) or their activies</desc1>
+ <desc2>Very strict license, like GPL</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ </element>
+ <element name="copyrightowners" title="Copyright owners">
+ <desc0>Rights held by a few individuals or entities, making it easier
to change the license</desc0>
+ <desc1>Rights held by numerous individuals owning the code in a
homogeneous way, making relicense very difficult</desc1>
+ <desc2>Rights held by a legal entity in whom the community trusts
(e.g: FSF or ASF)</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="modificationofsourcecode" title="Modification of source
code">
+ <desc0>No pratical way to propose code modification</desc0>
+ <desc1>Tools provided to access and modify code (like CVS or SVN) but
not really used to develop the software</desc1>
+ <desc2>The code modification process is well defined, exposed and
respected, based on roles assignment</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="roadmap" title="Roadmap">
+ <desc0>No published roadmap</desc0>
+ <desc1>Existing roadmap without planning</desc1>
+ <desc2>Versionned roadmap, with planning and measure of delays</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="sponsor" title="Sponsor">
+ <desc0>Software has no sponsor, the core team is not paid</desc0>
+ <desc1>Software has an unique sponsor who might determine its
strategy</desc1>
+ <desc2>Software is sponsored by industry</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ <element name="strategicalindependence" title="Strategical independence">
+ <desc0>No detectable strategy or strong dependency on one unique actor
(person, company, sponsor)</desc0>
+ <desc1>Strategical vision shared with several other free and open
source projects but without strong commitment from copyrights owners</desc1>
+ <desc2>Strong independence of the code team, legal entity holding
rights, strong involvement in the standardization process</desc2>
+ <score></score>
+ <comment></comment>
+ </element>
+ </element>
+ </section>
+ <section name="bugTrackercomposant" title="bug tracker Composant">
+ <comment>Specific bug tracker component tools</comment>
+ <desc></desc>
+ <element name="ticketHistoric" title="ticket Historic">
+ <desc0>Journalised detail badly defined,not accessible</desc0>
+ <desc1>Journalised detail doesn't work correctly</desc1>
+ <desc2>Journalised detail is well performing</desc2>
+ <comment>
+ detail of actions realised during the treatment of a ticket.
+ </comment>
+ <score>2</score>
+ </element>
+ <element name="ticketUserView" title="ticket User View">
+ <desc0>It cannot only restrict the visibility of a customer to his
tickets</desc0>
+ <desc1>Eestricting the visibility of a customer to his tickets by
changing the source code doesn't work very well</desc1>
+ <desc2>Possibility of restricting the visibility of a customer to his
tickets by web interface</desc2>
+ <comment>
+ Possibility of only restricting the visibility of a customer to
his tickets.
+ </comment>
+ <score>2</score>
+ </element>
+ <element name="controlledAssignment" title="controlled Assignment">
+ <desc0>The customers assign themselves their tickets </desc0>
+ <desc1>It can customize customer assignment, Customers can assign
themselves their tickets to a member of support team</desc1>
+ <desc2>Customers can't assign themselves their tickets to a member of
support team</desc2>
+ <comment>
+ Customers can't assign themselves their tickets to a member of
support team.
+ </comment>
+ <score>2</score>
+ </element>
+ <element name="delegationOfCreation" title="Delegation of creation">
+ <desc0>Administrator can't create ticket with an user's name</desc0>
+ <desc1>It's difficult for an administrator to create a ticket with an
user's name,or it doesn't work correctly</desc1>
+ <desc2>Easy for an administrator to create a ticket with an user's
name</desc2>
+ <comment>
+ Possibility for an administrator to create a ticket with an
user's name
+ </comment>
+ <score>2</score>
+ </element>
+ <element name="personalizedFields" title="personalized fields">
+ <desc0>No personalized fields</desc0>
+ <desc1>Personalized fields don't work very well</desc1>
+ <desc2>Personalized fields is carried out by a modification in files
DTL(like HTML language), easy to manage</desc2>
+ <comment>
+ Possibility to add fields in the ticket's features
+ </comment>
+ <score>2</score>
+ </element>
+ <element name="enclosingFiles" title="Enclosing files">
+ <desc0>A ticket can't enclose a file</desc0>
+ <desc1>Enclosed files don't work correctly</desc1>
+ <desc2>Easy to enclose a file to a ticket</desc2>
+ <comment>
+ Possibility to enclose files to a un ticket.
+ </comment>
+ <score>2</score>
+ </element>
+ <element name="Reminder" title="Reminder">
+ <desc0>Reminder is not supported</desc0>
+ <desc1>Reminder required externe module or don't work correctly</desc1>
+ <desc2>Reminder is included on this tools, easy to manage</desc2>
+ <comment>
+ Automatic recall after a certain amount of time of inactivity
on a ticket.
+ </comment>
+ <score>2</score>
+ </element>
+ <element name="notificationEmail" title="Notification Email">
+ <desc0>No Configuration of notification email </desc0>
+ <desc1>Configuration of notification email doesn't work correctly</desc1>
+ <desc2>Configuration notification email is managed by web
interface</desc2>
+ <comment>
+ Possibility to configure notification email when there are a
modification of a ticket
+ </comment>
+ <score></score>
+ </element>
+ <element name="enteringChannelEmail " title="entering channel email ">
+ <desc0>Impossible to interact OTRS via email</desc0>
+ <desc1>The interaction with OTRS via email doesn't work correctly</desc1>
+ <desc2>It can interact (eg:create tickets) in an immediate way</desc2>
+ <comment>
+ Possibility to interact with OTRS via email (eg. ticket's creation via
email).
+ </comment>
+ <score>2</score>
+ </element>
+ <element name="full-textResearch" title="full-text research">
+ <desc0>We can't carry out a research on the whole tickets </desc0>
+ <desc1>The research function doesn't include comments and notices</desc1>
+ <desc2>Easy to research information on the whole tickets (including
comments or notices)</desc2>
+ <comment>
+ Possibility to research on the whole tickets (including comments or
notices).
+ </comment>
+ <score>2</score>
+ </element>
+ <element name="rightsmanagement" title="Rights management">
+ <desc0>Impossible to manage users rights</desc0>
+ <desc1>Rules and rights ' management via source code or don't work
correctly </desc1>
+ <desc2>Rules and rights ' management via source code by web interface,
very easy</desc2>
+ <comment>
+ Integrated management of rules and rights
+ </comment>
+ <score>2</score>
+ </element>
+ <element name="publicPrivateManagement" title="public/private management">
+ <desc0>Information for customers and support team are not
separated</desc0>
+ <desc1>Separations betwen information that consummers can see and those
that are only available for are possible but difficult to do or don't work
correctly </desc1>
+ <desc2>Tools supply information visible by customers separated with
those available only for the support team</desc2>
+ <comment>
+ Separations beetwen information that consumers can see and those that
are only available for
+ </comment>
+ <score>1</score>
+ </element>
+ <element name="timesmanagement" title="time's management">
+ <desc0>No management regarding ticket's time</desc0>
+ <desc1>Time is initialized during the creation of ticket and impossible
to update it</desc1>
+ <desc2>Possibility to update and follow the time in every ticket</desc2>
+ <comment>
+ Possibility to update and follow the time past in every ticket
+ </comment>
+ <score>1</score>
+ </element>
+ <element name="Statistics" title="Statistics">
+ <desc0>No statistic's module</desc0>
+ <desc1>statistic's module not covering only one number of limited cases
or not functioning correctly</desc1>
+ <desc2>statistic's module fonctionnal bringing a real advantage to the
application</desc2>
+ <comment>
+ Possibility of generation of statistics about activity of
support (bugs number, reactivity)
+ </comment>
+ <score>1</score>
+ </element>
+ </section>
+ <section name="authentificationExternalBackend " title="authentification
external backend">
+ <element name="LDAPBackend" title="LDAP Backend">
+ <desc0>Authentification LDAP impossible</desc0>
+ <desc1>Authentification LDAP don't work correctly</desc1>
+ <desc2>Authentification LDAP is performing and bring a real advantage to
application</desc2>
+ <comment>Authentication with LDAP Backend</comment>
+ <score>1</score>
+ </element>
+ <element name="databaseBackend" title="Database Backend">
+ <desc0>Authentification DB Backend impossible</desc0>
+ <desc1>Authentification DB Backend doesn't work correctly</desc1>
+ <desc2>Authentification LDAP is performing and bring a real advantage to
application</desc2>
+ <comment>Authentification with database Backend (default)</comment>
+ <score>2</score>
+ </element>
+ </section>
+ <section name="customerAuthentificationBackendAndStorage" title="Customer
authentification backend and storage">
+ <element name="Database" title="Database">
+ <desc0>Authentification/storage of Customer group impossible</desc0>
+ <desc1>Authentification/storage of Customer group isn't
performing</desc1>
+ <desc2>Authentification/storage of Customer group works very well</desc2>
+ <comment>Possibility of Authentification and storage of Customer group
via Database Backend</comment>
+ <score>2</score>
+ </element>
+ <element name="LDAP" title="LDAP">
+ <desc0>Authentification/storage of Customer group impossible</desc0>
+ <desc1>Authentification of Customer group is performing but update data
via web interface is impossible</desc1>
+ <desc2>Authentification/storage of Customer group works very well</desc2>
+ <comment>Possibility of Authentification and storage of Customer group
via LDAP Backend</comment>
+ <score>1</score>
+ </element>
+ <element name="HTTPBasic" title="HTTPBasic">
+ <desc0>Authentification of Customer group impossible</desc0>
+ <desc1>Authentification of Customer group doesn't work very well</desc1>
+ <desc2>Authentification of Customer group is performing</desc2>
+ <comment>Possibility of Authentification and storage of Customer group
via HTTPBasic</comment>
+ <score>2</score>
+ </element>
+ <element name="RADIUS" title="RADIUS">
+ <desc0>Authentification of Customer group impossible</desc0>
+ <desc1>Authentification of Customer group doesn't work very well</desc1>
+ <desc2>Authentification of Customer group is performing</desc2>
+ <comment>Possibility of Authentification of Customer group via Radius
Server</comment>
+ <score>2</score>
+ </element>
+ </section>
+ <section name="administration" title="administration">
+ <comment></comment>
+ <element name="webinterface" title="web interface">
+ <desc0>No administration via Web interface </desc0>
+ <desc1>Administration via web interface requires a modification in the
source code or doesn't work well</desc1>
+ <desc2>Administration via web interface work very well</desc2>
+ <comment></comment>
+ <score>2</score>
+ </element>
+ <element name="commandline" title="command line">
+ <desc0>Administration via commandline impossible</desc0>
+ <desc1>Administration via commandline is difficult or isn't performing
</desc1>
+ <desc2>Administration via command line work very well</desc2>
+ <comment> Do OTRS come with script or can be managed from a console?
</comment>
+ <score>0</score>
+ </element>
+ <element name="installationcomplexity" title="installation complexity">
+ <desc0>OTRS installation requires much time and complex configuration 's
scripts</desc0>
+ <desc1>OTRS installation requires much time, no scripts to develop and
the readme is detailed</desc1>
+ <desc2>OTRS installation is done by one clic</desc2>
+ <comment>Do the installation need a lot of time or/and a strong
skill</comment>
+ <score>1</score>
+ </element>
+ </section>
+</document>
Index: otrs.qsos
===================================================================
RCS file: otrs.qsos
diff -N otrs.qsos
--- otrs.qsos 20 Feb 2007 10:27:58 -0000 1.14
+++ /dev/null 1 Jan 1970 00:00:00 -0000
@@ -1,583 +0,0 @@
-<?xml version="1.0" encoding="UTF-8"?>
-<document>
- <header>
- <authors>
- <author>
- <email>address@hidden</email>
- <name>Tojo Randrianaivojaona</name>
- </author>
- </authors>
- <dates>
- <creation>20060331</creation>
- <validation></validation>
- </dates>
- <language>en</language>
- <appname>otrs</appname>
- <release>2</release>
- <licenseid>31</licenseid>
- <licensedesc>GNU General Public License</licensedesc>
- <url>http://www.otrs.org</url>
- <desc>OTRS is an Open source Ticket Request System (also well known as
trouble ticket system) with many features to manage customer telephone calls
and e-mails</desc>
- <demourl>http://otrs.org/demo/</demourl>
- <qsosformat>1.6</qsosformat>
- <qsosappfamily>bugTracker</qsosappfamily>
- <qsosspecificformat>1</qsosspecificformat>
- </header>
- <section name="generic" title="Generic section">
- <desc>Generic criteria from QSOS version 1.6</desc>
- <element name="intrinsicdurability" title="Intrinsic durability">
- <desc>Intrinsic durability</desc>
- <element name="maturity" title="Maturity">
- <desc>Maturity</desc>
- <element name="age" title="Age">
- <desc0>less than 3 months</desc0>
- <desc1>if between 3 months and 3 years</desc1>
- <desc2>after 3 years</desc2>
- <score>2</score>
- <comment>Otrs.org domain was created in ? 2001 </comment>
- </element>
- <element name="stability" title="Stability">
- <desc0>Unstable software with numerous releases or patches
generating side effects</desc0>
- <desc1>Stabilized production release existing but old. Difficulties
to stabilize developpement releases</desc1>
- <desc2>Stabilized software. Releases provide bug fixes corrections
but mainly new functionalities</desc2>
- <score>2</score>
- <comment></comment>
- </element>
- <element name="historyknowproblems" title="History, know problems">
- <desc0>Software knows several problems which can be
prohibitive</desc0>
- <desc1>No know major problem or crisis</desc1>
- <desc2>History of good management of crisis situations</desc2>
- <score>2</score>
- <comment></comment>
- </element>
- <element name="forkprobability" title="Fork probability, source of
Forking">
- <desc0>Software is very likely to be forked in the future</desc0>
- <desc1>Software comes from a fork but has very few chances of being
forked in the future</desc1>
- <desc2>Software has very little chance of being forked. It does not
come from a fork either</desc2>
- <score></score>
- <comment></comment>
- </element>
- </element>
- <element name="adoption" title="Adoption">
- <desc>Adoption by community and industry</desc>
- <element name="popularity" title="Popularity (related to: general
public, niche, ...)">
- <desc0>Very few users identified</desc0>
- <desc1>Detectable use on Internet</desc1>
- <desc2>Numerous users, numerous references</desc2>
- <score>2</score>
- <comment></comment>
- </element>
- <element name="references" title="References">
- <desc0>None</desc0>
- <desc1>Few refences, non critical usages</desc1>
- <desc2>Often implemented for critical applications</desc2>
- <score>1</score>
- <comment>OTRS is known to be use in some important
organisation.version 2.0.4 is known by its high level of security</comment>
- </element>
- <element name="contributingcommunity" title="Contributing Community">
- <desc0>No community or without real activity (forum, mailing list,
...)</desc0>
- <desc1>Existing community with a notable activity</desc1>
- <desc2>Strong community: big activity on forums, numerous
contributors and advocates</desc2>
- <score>2</score>
- <comment></comment>
- </element>
- <element name="books" title="books">
- <desc0>No book about the software</desc0>
- <desc1>Less than 5 books about the software are available</desc1>
- <desc2>More than 5 books about software are available, in several
languages</desc2>
- <score>0</score>
- <comment></comment>
- </element>
- </element>
- <element name="developmentleadership" title="Development leadership">
- <desc>Organisation and leadership of developments</desc>
- <element name="leadingteam" title="Leading team">
- <desc0>1 to 2 individuals involved, not clearly identified</desc0>
- <desc1>Between 2 and 5 independent people</desc1>
- <desc2>More than 5 people</desc2>
- <score>1</score>
- <comment></comment>
- </element>
- <element name="managementstyle" title="Management style">
- <desc0>Complete dictatorship</desc0>
- <desc1>Enlightened despotism</desc1>
- <desc2>Council of architects with identified leader (e.g:
KDE)</desc2>
- <score>1</score>
- <comment></comment>
- </element>
- </element>
- <element name="activity" title="Activity">
- <desc>Activity of the project and around the software</desc>
- <element name="developersidentificationturnover" title="Developers,
identification, turnover">
- <desc0>Less than 3 developers, not clearly identified</desc0>
- <desc1>Between 4 and 7 developers, or more unidentified developers
with important turnover</desc1>
- <desc2>More than 7 developers, very stable team</desc2>
- <score>2</score>
- <comment></comment>
- </element>
- <element name="activityonbugs" title="Activity on bugs">
- <desc0>Slow reactivity in forum or on mailing list, or nothing
regarding bug fixes in releases note</desc0>
- <desc1>Detectable activity but without process clearly exposed,
loing reaction/resolution time</desc1>
- <desc2>Strong reactivity based on roles and tasks assignment</desc2>
- <score>2</score>
- <comment></comment>
- </element>
- <element name="activityonfunctionalities" title="Activity on
functionalities">
- <desc0>No or few new functionalities</desc0>
- <desc1>Evolution of the product driven by the core team or by user's
request without any clearly explained process</desc1>
- <desc2>Tool(s) to manage feature requests, strong interaction with
roadmap</desc2>
- <score>2</score>
- <comment></comment>
- </element>
- <element name="activityonreleases" title="Activity on releases">
- <desc0>Very weak activity on both production and development
releases</desc0>
- <desc1>Activity on production and developmenet releases. Frequent
minor releases (bug fixes)</desc1>
- <desc2>Important activity with frequent minor releases (bugs fixes)
and planned major releases relating to the roadmap forcast</desc2>
- <score>2</score>
- <comment></comment>
- </element>
- </element>
- </element>
- <element name="industrializedsolution" title="Industrialized solution">
- <desc>Industrialization level of the project</desc>
- <element name="independenceofdevelopments" title="Independence of
developments">
- <desc0>Developments realized at 100% by employees of a single
company</desc0>
- <desc1>60% maximum</desc1>
- <desc2>20% maximum</desc2>
- <score>2</score>
- <comment></comment>
- </element>
- <element name="services" title="Services">
- <desc>Services offering</desc>
- <element name="training" title="Training">
- <desc0>No offer of training identified</desc0>
- <desc1>Offer exists but is restricted geographically and to one
language or is provided by a single contractor</desc1>
- <desc2>Rich offers provided by several contractors, in serveral
languages and split into modules of gradual levels</desc2>
- <score>1</score>
- <comment></comment>
- </element>
- <element name="support" title="Support">
- <desc0>No offer of support except via public forums and mailing
lists</desc0>
- <desc1>Offer exists but is provided by a single contractor without
strong commitment quality of services</desc1>
- <desc2>Multiple service providers with strong commitment (e.g:
guaranteed resolution time)</desc2>
- <score>1</score>
- <comment></comment>
- </element>
- <element name="consulting" title="Consulting">
- <desc0>No offer of consulting service</desc0>
- <desc1>Offer exists but is restricted geographically and to one
language or is provided by a single contractor</desc1>
- <desc2>Consulting services provided by different contractors in
serveral languages</desc2>
- <score>1</score>
- <comment></comment>
- </element>
- </element>
- <element name="documentation" title="Documentation">
- <desc0>No user documentation</desc0>
- <desc1>Documentation exists but shifted in time, is restricted to one
language or is poorly detailed</desc1>
- <desc2>Documentation always up to date, translated and possibly
adapted to different target readers (end user, sysadmin, manager, ...)</desc2>
- <score>1</score>
- <comment></comment>
- </element>
- <element name="qualityassurance" title="Quality Assurance">
- <desc>Quality assurance process</desc>
- <element name="quality" title="Quality Assurance">
- <desc0>No QA process</desc0>
- <desc1>Identifies QA process but not much formalized and with no
tool</desc1>
- <desc2>Automatic testing process included in code's life-cycle with
publication of results</desc2>
- <score>1</score>
- <comment></comment>
- </element>
- <element name="tools" title="Tools">
- <desc0>No bug or feature request management tool</desc0>
- <desc1>Standard tools provided (for instance by a hosting forge) but
poorly used</desc1>
- <desc2>Very active use of tools for roles/tasks allocation and
progress monitoring</desc2>
- <score>1</score>
- <comment></comment>
- </element>
- </element>
- <element name="packaging" title="Packaging">
- <desc>Packaging for various operating systems</desc>
- <element name="packagingsource" title="Source">
- <desc0>Software can't be installed from source without lot of
work</desc0>
- <desc1>Installation from source is limited and depends on very
strict conditions (OS, arch, lib, ...)</desc1>
- <desc2>Installation from source is easy</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="packagingdebian" title="Debian">
- <desc0>The software is not packaged for Debian</desc0>
- <desc1>A Debian package exists but it has important issues or it
doesn't have official support</desc1>
- <desc2>The software is packaged in the distribution</desc2>
- <score>2</score>
- <comment></comment>
- </element>
- <element name="packagingfreebsd" title="FreeBSD">
- <desc0>The software is not packaged for FreeBSD</desc0>
- <desc1>A port exists but it has important issues or it doesn't have
official support</desc1>
- <desc2>A official port exists in FreeBSD</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="packaginghpux" title="HP-UX">
- <desc0>The software is not packaged for HP-UX</desc0>
- <desc1>A package exists but it has important issues or it doesn't
have official support</desc1>
- <desc2>A stable package is provided for HP-UX</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="packagingmacosx" title="MacOSX">
- <desc0>The software is not packaged for MacOSX</desc0>
- <desc1>A package exists but it has important issues or it doesn't
have official support</desc1>
- <desc2>The software is packaged in the distribution</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="packagingmandriva" title="Mandriva">
- <desc0>The software is not packaged for Mandriva</desc0>
- <desc1>A package exists but it has important issues or it doesn't
have official support</desc1>
- <desc2>The software is packaged in the distribution</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="packagingnet" title="NetBSD">
- <desc0>The software is not packaged for NetBSD</desc0>
- <desc1>A port exists but it has important issues or it doesn't have
official support</desc1>
- <desc2>A official port exists in NetBSD</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="packagingopen" title="OpenBSD">
- <desc0>The software is not packaged for OpenBSD</desc0>
- <desc1>A port exists but it has important issues or it doesn't have
official support</desc1>
- <desc2>A official port exists in OpenBSD</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="packagingredhat" title="RedHat">
- <desc0>The software is not packaged for RedHat/Fedora</desc0>
- <desc1>A package exists but it has important issues or it doesn't
have official support</desc1>
- <desc2>The software is packaged in the distribution</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="packagingsolaris" title="Solaris">
- <desc0>The software is not packaged for Solaris</desc0>
- <desc1>A package exists but it has important issues or it doesn't
have official support (e.g: SunFreeware.com )</desc1>
- <desc2>The software is supported by Sun for Solaris</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="packagingsuse" title="SuSE">
- <desc0>The software is not packaged for SuSE</desc0>
- <desc1>A package exists but it has important issues or it doesn't
have official support</desc1>
- <desc2>The software is packaged in the distribution</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="packagingwindows" title="Windows">
- <desc0>The project can't be installed on Windows</desc0>
- <desc1>A package exists but it is limited or has important issues or
just cover some specific Windows release (e.g: Windows2000 and
WindowsXP)</desc1>
- <desc2>Windows is full supported and a package is provided</desc2>
- <score></score>
- <comment></comment>
- </element>
- </element>
- </element>
- <element name="exploitability" title="Exploitability">
- <desc>Exploitability level</desc>
- <element name="easeofuseergonomics" title="Ease of use, ergonomics">
- <desc0>Difficult to use, requires an in depth knowledge of the
software functionality</desc0>
- <desc1>Austere and very technical ergonomics</desc1>
- <desc2>GUI including help functions and elaborated ergonomics</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="administrationmonitoring" title="Administration /
Monitoring">
- <desc0>No administrative or monitoring functionalities</desc0>
- <desc1>Existing, functionalities but uncomplete and or need
improvement</desc1>
- <desc2>Complete and easy-to-use administration and monitoring
functionalities. Possible integration with external tools (e.g: SNMP, syslog,
...)</desc2>
- <score></score>
- <comment></comment>
- </element>
- </element>
- <element name="technicaladaptability" title="Technical adaptability">
- <desc>Technical adaptability</desc>
- <element name="modularity" title="Modularity">
- <desc0>Monolithic software</desc0>
- <desc1>Presence of hight level modules allowing a first level of
software adaptation</desc1>
- <desc2>Modular conception, allowing easy adaptation of the software by
selecting or creating modules</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="codemodification" title="Code modification">
- <desc0>Everything by hand</desc0>
- <desc1>Recompilation possible but complex without any tools or
documentation</desc1>
- <desc2>Recompilation with tools (e.g: make, ANT, ...) and
documentation provided</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="codeextension" title="Code extention">
- <desc0>Any modification requires code recompilation</desc0>
- <desc1>Architecture designed for static extension but requires
recompilation</desc1>
- <desc2>Principle of plugin, architecture designed for dynamic
extension without recompilation</desc2>
- <score></score>
- <comment></comment>
- </element>
- </element>
- <element name="strategy" title="Strategy">
- <desc>Project's strategy</desc>
- <element name="license" title="License">
- <desc>License</desc>
- <element name="permissiveness" title="Permissiveness (only if user
wants to become owner of code)">
- <desc0>Very strict license, like GPL</desc0>
- <desc1>Moderate permissive license located between both extremes
(GPL and BSD) dual-licensing depending on the type of user (person, company,
...) or their activities</desc1>
- <desc2>Very permissive like BSD or Apache licenses</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="protectionagainstproprietaryforks" title="Protection
against proprietary forks">
- <desc0>Very permissive like BSD or Apache licenses</desc0>
- <desc1>Moderate permissive license located between both extremes
(GPL and BSD), dual-licensing depending on the type of user (person, company,
...) or their activies</desc1>
- <desc2>Very strict license, like GPL</desc2>
- <score></score>
- <comment></comment>
- </element>
- </element>
- <element name="copyrightowners" title="Copyright owners">
- <desc0>Rights held by a few individuals or entities, making it easier
to change the license</desc0>
- <desc1>Rights held by numerous individuals owning the code in a
homogeneous way, making relicense very difficult</desc1>
- <desc2>Rights held by a legal entity in whom the community trusts
(e.g: FSF or ASF)</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="modificationofsourcecode" title="Modification of source
code">
- <desc0>No pratical way to propose code modification</desc0>
- <desc1>Tools provided to access and modify code (like CVS or SVN) but
not really used to develop the software</desc1>
- <desc2>The code modification process is well defined, exposed and
respected, based on roles assignment</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="roadmap" title="Roadmap">
- <desc0>No published roadmap</desc0>
- <desc1>Existing roadmap without planning</desc1>
- <desc2>Versionned roadmap, with planning and measure of delays</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="sponsor" title="Sponsor">
- <desc0>Software has no sponsor, the core team is not paid</desc0>
- <desc1>Software has an unique sponsor who might determine its
strategy</desc1>
- <desc2>Software is sponsored by industry</desc2>
- <score></score>
- <comment></comment>
- </element>
- <element name="strategicalindependence" title="Strategical independence">
- <desc0>No detectable strategy or strong dependency on one unique actor
(person, company, sponsor)</desc0>
- <desc1>Strategical vision shared with several other free and open
source projects but without strong commitment from copyrights owners</desc1>
- <desc2>Strong independence of the code team, legal entity holding
rights, strong involvement in the standardization process</desc2>
- <score></score>
- <comment></comment>
- </element>
- </element>
- </section>
- <section name="bugTrackercomposant" title="bug tracker Composant">
- <comment>Specific bug tracker component tools</comment>
- <desc></desc>
- <element name="ticketHistoric" title="ticket Historic">
- <desc0>Journalised detail badly defined,not accessible</desc0>
- <desc1>Journalised detail doesn't work correctly</desc1>
- <desc2>Journalised detail is well performing</desc2>
- <comment>
- detail of actions realised during the treatment of a ticket.
- </comment>
- <score>2</score>
- </element>
- <element name="ticketUserView" title="ticket User View">
- <desc0>It cannot only restrict the visibility of a customer to his
tickets</desc0>
- <desc1>Eestricting the visibility of a customer to his tickets by
changing the source code doesn't work very well</desc1>
- <desc2>Possibility of restricting the visibility of a customer to his
tickets by web interface</desc2>
- <comment>
- Possibility of only restricting the visibility of a customer to
his tickets.
- </comment>
- <score>2</score>
- </element>
- <element name="controlledAssignment" title="controlled Assignment">
- <desc0>The customers assign themselves their tickets </desc0>
- <desc1>It can customize customer assignment, Customers can assign
themselves their tickets to a member of support team</desc1>
- <desc2>Customers can't assign themselves their tickets to a member of
support team</desc2>
- <comment>
- Customers can't assign themselves their tickets to a member of
support team.
- </comment>
- <score>2</score>
- </element>
- <element name="delegationOfCreation" title="Delegation of creation">
- <desc0>Administrator can't create ticket with an user's name</desc0>
- <desc1>It's difficult for an administrator to create a ticket with an
user's name,or it doesn't work correctly</desc1>
- <desc2>Easy for an administrator to create a ticket with an user's
name</desc2>
- <comment>
- Possibility for an administrator to create a ticket with an
user's name
- </comment>
- <score>2</score>
- </element>
- <element name="personalizedFields" title="personalized fields">
- <desc0>No personalized fields</desc0>
- <desc1>Personalized fields don't work very well</desc1>
- <desc2>Personalized fields is carried out by a modification in files
DTL(like HTML language), easy to manage</desc2>
- <comment>
- Possibility to add fields in the ticket's features
- </comment>
- <score>2</score>
- </element>
- <element name="enclosingFiles" title="Enclosing files">
- <desc0>A ticket can't enclose a file</desc0>
- <desc1>Enclosed files don't work correctly</desc1>
- <desc2>Easy to enclose a file to a ticket</desc2>
- <comment>
- Possibility to enclose files to a un ticket.
- </comment>
- <score>2</score>
- </element>
- <element name="Reminder" title="Reminder">
- <desc0>Reminder is not supported</desc0>
- <desc1>Reminder required externe module or don't work correctly</desc1>
- <desc2>Reminder is included on this tools, easy to manage</desc2>
- <comment>
- Automatic recall after a certain amount of time of inactivity
on a ticket.
- </comment>
- <score>2</score>
- </element>
- <element name="notificationEmail" title="Notification Email">
- <desc0>No Configuration of notification email </desc0>
- <desc1>Configuration of notification email doesn't work correctly</desc1>
- <desc2>Configuration notification email is managed by web
interface</desc2>
- <comment>
- Possibility to configure notification email when there are a
modification of a ticket
- </comment>
- <score></score>
- </element>
- <element name="enteringChannelEmail " title="entering channel email ">
- <desc0>Impossible to interact OTRS via email</desc0>
- <desc1>The interaction with OTRS via email doesn't work correctly</desc1>
- <desc2>It can interact (eg:create tickets) in an immediate way</desc2>
- <comment>
- Possibility to interact with OTRS via email (eg. ticket's creation via
email).
- </comment>
- <score>2</score>
- </element>
- <element name="full-textResearch" title="full-text research">
- <desc0>We can't carry out a research on the whole tickets </desc0>
- <desc1>The research function doesn't include comments and notices</desc1>
- <desc2>Easy to research information on the whole tickets (including
comments or notices)</desc2>
- <comment>
- Possibility to research on the whole tickets (including comments or
notices).
- </comment>
- <score>2</score>
- </element>
- <element name="rightsmanagement" title="Rights management">
- <desc0>Impossible to manage users rights</desc0>
- <desc1>Rules and rights ' management via source code or don't work
correctly </desc1>
- <desc2>Rules and rights ' management via source code by web interface,
very easy</desc2>
- <comment>
- Integrated management of rules and rights
- </comment>
- <score>2</score>
- </element>
- <element name="publicPrivateManagement" title="public/private management">
- <desc0>Information for customers and support team are not
separated</desc0>
- <desc1>Separations betwen information that consummers can see and those
that are only available for are possible but difficult to do or don't work
correctly </desc1>
- <desc2>Tools supply information visible by customers separated with
those available only for the support team</desc2>
- <comment>
- Separations beetwen information that consumers can see and those that
are only available for
- </comment>
- <score>1</score>
- </element>
- <element name="timesmanagement" title="time's management">
- <desc0>No management regarding ticket's time</desc0>
- <desc1>Time is initialized during the creation of ticket and impossible
to update it</desc1>
- <desc2>Possibility to update and follow the time in every ticket</desc2>
- <comment>
- Possibility to update and follow the time past in every ticket
- </comment>
- <score>1</score>
- </element>
- <element name="Statistics" title="Statistics">
- <desc0>No statistic's module</desc0>
- <desc1>statistic's module not covering only one number of limited cases
or not functioning correctly</desc1>
- <desc2>statistic's module fonctionnal bringing a real advantage to the
application</desc2>
- <comment>
- Possibility of generation of statistics about activity of
support (bugs number, reactivity)
- </comment>
- <score>1</score>
- </element>
- </section>
- <section name="authentificationExternalBackend " title="authentification
external backend">
- <element name="LDAPBackend" title="LDAP Backend">
- <desc0>Authentification LDAP impossible</desc0>
- <desc1>Authentification LDAP don't work correctly</desc1>
- <desc2>Authentification LDAP is performing and bring a real advantage to
application</desc2>
- <comment>Authentication with LDAP Backend</comment>
- <score>1</score>
- </element>
- <element name="databaseBackend" title="Database Backend">
- <desc0>Authentification DB Backend impossible</desc0>
- <desc1>Authentification DB Backend doesn't work correctly</desc1>
- <desc2>Authentification LDAP is performing and bring a real advantage to
application</desc2>
- <comment>Authentification with database Backend (default)</comment>
- <score>2</score>
- </element>
- </section>
- <section name="customerAuthentificationBackendAndStorage" title="Customer
authentification backend and storage">
- <element name="Database" title="Database">
- <desc0>Authentification/storage of Customer group impossible</desc0>
- <desc1>Authentification/storage of Customer group isn't
performing</desc1>
- <desc2>Authentification/storage of Customer group works very well</desc2>
- <comment>Possibility of Authentification and storage of Customer group
via Database Backend</comment>
- <score>2</score>
- </element>
- <element name="LDAP" title="LDAP">
- <desc0>Authentification/storage of Customer group impossible</desc0>
- <desc1>Authentification of Customer group is performing but update data
via web interface is impossible</desc1>
- <desc2>Authentification/storage of Customer group works very well</desc2>
- <comment>Possibility of Authentification and storage of Customer group
via LDAP Backend</comment>
- <score>1</score>
- </element>
- <element name="HTTPBasic" title="HTTPBasic">
- <desc0>Authentification of Customer group impossible</desc0>
- <desc1>Authentification of Customer group doesn't work very well</desc1>
- <desc2>Authentification of Customer group is performing</desc2>
- <comment>Possibility of Authentification and storage of Customer group
via HTTPBasic</comment>
- <score>2</score>
- </element>
- <element name="RADIUS" title="RADIUS">
- <desc0>Authentification of Customer group impossible</desc0>
- <desc1>Authentification of Customer group doesn't work very well</desc1>
- <desc2>Authentification of Customer group is performing</desc2>
- <comment>Possibility of Authentification of Customer group via Radius
Server</comment>
- <score>2</score>
- </element>
- </section>
- <section name="administration" title="administration">
- <comment></comment>
- <element name="webinterface" title="web interface">
- <desc0>No administration via Web interface </desc0>
- <desc1>Administration via web interface requires a modification in the
source code or doesn't work well</desc1>
- <desc2>Administration via web interface work very well</desc2>
- <comment></comment>
- <score>2</score>
- </element>
- <element name="commandline" title="command line">
- <desc0>Administration via commandline impossible</desc0>
- <desc1>Administration via commandline is difficult or isn't performing
</desc1>
- <desc2>Administration via command line work very well</desc2>
- <comment> Do OTRS come with script or can be managed from a console?
</comment>
- <score>0</score>
- </element>
- <element name="installationcomplexity" title="installation complexity">
- <desc0>OTRS installation requires much time and complex configuration 's
scripts</desc0>
- <desc1>OTRS installation requires much time, no scripts to develop and
the readme is detailed</desc1>
- <desc2>OTRS installation is done by one clic</desc2>
- <comment>Do the installation need a lot of time or/and a strong
skill</comment>
- <score>1</score>
- </element>
- </section>
-</document>
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