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<tt>Chris, while you're doing testing on VMs, take a look at <a
href="http://otrs.org/products/otrs-platform">OTRS</a>. It fits
the general criteria and is something I've been looking at but
have not gotten around to it yet.<br>
<br>
I think Todd (the other Todd) is right about process. Define it,
then find a tool to support it, then training should result in a
more intuitive exorcise.<br>
<br>
If you don't want to re-invent the wheel, I believe IEEE has
sorted this all out and documented the "template" support process;
then you can diddle with it from a strong base-line. It should be
one of the last documents in the SDLC series under "application
development". Yes, there is a <i>standardized</i> method of
support too ;)<br>
<br>
Anyway, should you try OTRS please let me know how that turns out.
The reviews are great but I'm sure they are hand-picked by the
company. I'd be interested in knowing just how flexible it really
is.<br>
<br>
Since they tout it as "extremely flexible", it should fit the
other requirement of supporting <i>your</i> process, whatever
that should be.<br>
</tt>
<pre class="moz-signature" cols="72"><tt>
Todd E Thomas
C: 515.778.6913
"It's a frail music knits the world together."
-Robert Dana
</tt></pre>
<tt><br>
On 11/20/2011 09:19 PM, David Champion wrote:</tt>
<blockquote
cite="mid:CAJ7QWVM9E7_5R9mcr1TL7ZY=rSFNvPDPa0EzBZGiWN0r=Q8J8g@mail.gmail.com"
type="cite"><tt>Tree falling = event. Tree falling on something
important = incident. Nobody noticed the incident = problem.</tt>
<div><tt><br>
</tt></div>
<div><tt>-dc<br>
<br>
</tt>
<div class="gmail_quote"><tt>On Sun, Nov 20, 2011 at 9:11 PM,
Todd Walton <span dir="ltr"><<a moz-do-not-send="true"
href="mailto:tdwalton@gmail.com">tdwalton@gmail.com</a>></span>
wrote:<br>
</tt>
<blockquote class="gmail_quote" style="margin:0 0 0
.8ex;border-left:1px #ccc solid;padding-left:1ex;">
<div class="im"><tt>On Thu, Nov 17, 2011 at 4:36 PM, Josh
More <<a moz-do-not-send="true"
href="mailto:jmore@starmind.org">jmore@starmind.org</a>>
wrote:<br>
> Huh. In my world, we call those "events".<br>
><br>
> An "incident" is, by definition, an event that has
been analyzed and<br>
> determined to have a security concern.<br>
<br>
</tt>
</div>
<tt>The difference between your definitions and the regular
help desk<br>
definitions are not as great as they seem. In help desk
land, an<br>
event is just something that happened, no matter its
significance. An<br>
"incident" is when something has happened that matters,
i.e. when it<br>
is a failure of the system to provide what it was intended
to provide.<br>
So, disk space getting down to 20% free might be an
event, but if it<br>
doesn't cause anyone a problem then it's not an incident.
But if<br>
someone tries to access a web service and gets an error,
then it's an<br>
incident, because it resulted in a failure of the intended
operation.<br>
Tree falling = event. Someone hears it = incident.<br>
<br>
That's almost like what it is in the security world, as I
understand</tt>
<tt><br>
it. In help desk land it's the customer who matters. The
customer's<br>
experience is what determines the difference between an
incident and<br>
an event. In the security world, it's someone else
setting the terms.<br>
The security officer or someone like that. They care
about different<br>
things. From their perspective, it doesn't matter if
documents were<br>
lost, unless those documents contained secret information
and the<br>
information may have been consumed by someone not
authorized to do so.<br>
<br>
In both cases, an incident is a violation of the standard.
The help</tt>
<tt><br>
desk version is just a little more open and subjective.<br>
<span class="HOEnZb"><font color="#888888"><br>
--<br>
Todd<br>
</font></span></tt>
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