Administration & Userguide v4.0

Content table

Pag 2

Integria IMS 4.0 Administration & userguide PDF Version 1 Edition, 19th November 2013 Artica Soluciones Tecnolgicas 2009-2013 You can see this documentation online at http://wiki.integriaims.com

Content table

Pag 3

1. Content table 1. Content table ............................................................................................................................................................... 3 2. What is Integria .......................................................................................................................................................... 8 About Integria IMS ............................................................................................................................................................. 8 Main Features ....................................................................................................................................................................... 8 Incident Management (Ticketing) ............................................................................................................................... 9 Project Management .......................................................................................................................................................... 9 Customer Management System (CRM) ...................................................................................................................... 9 Wiki ......................................................................................................................................................................................... 10 Inventory (CMDB) ............................................................................................................................................................ 10 What do you need to install Integria IMS ? ............................................................................................................ 10 3. Installing Integria .................................................................................................................................................... 11 Required Dependencies ................................................................................................................................................. 11 Installing from Sources ................................................................................................................................................... 11 Previous Installing of the necessary Software ..................................................................................................... 11 Downloading Sources ...................................................................................................................................................... 12 Installing ............................................................................................................................................................................... 12 Installing in a Web hosted enviroments ................................................................................................................. 17 Installing through Packages ......................................................................................................................................... 18 Installing Integria IMS through Debian (.DEB) package .................................................................................. 19 Installing Integria IMS through the .RPM package ( .......................................................................................... 19 Installing Integria IMS on Windows ......................................................................................................................... 20 Installing WAMP ................................................................................................................................................................ 20 Installing Integria .............................................................................................................................................................. 22 Installing the Enterprise version ............................................................................................................................... 27 Installing the Enterprise version on Windows .................................................................................................... 28 Installing the Maintenance Script .............................................................................................................................. 29 In Unix systems .................................................................................................................................................................. 30 In Windows systems ........................................................................................................................................................ 30 Integria Update .................................................................................................................................................................. 31 Update with RPM .............................................................................................................................................................. 31 Update with DEB ............................................................................................................................................................... 31 Update with Tarball ......................................................................................................................................................... 31 After updating .................................................................................................................................................................... 32 4. Users in Integria ....................................................................................................................................................... 33 Users and Groups .............................................................................................................................................................. 33 Users ....................................................................................................................................................................................... 33 "My user" Menu ................................................................................................................................................................. 34 "User Report" Menu ......................................................................................................................................................... 39 User Reports ........................................................................................................................................................................ 39 User Management (as Administrator) ..................................................................................................................... 45 Managing Roles .................................................................................................................................................................. 48

Content table

Pag 4

Import Users from CSV ................................................................................................................................................... 49 Groups .................................................................................................................................................................................... 50 Group Management .......................................................................................................................................................... 50 Mail Queue Management ............................................................................................................................................... 52 Profiles and Users ............................................................................................................................................................. 53 Types of Users .................................................................................................................................................................... 54 Flags Table for ACL ........................................................................................................................................................... 54 5. Incident Management ............................................................................................................................................ 60 Example of Ticketing flow with Integria ................................................................................................................. 60 Incidents status .................................................................................................................................................................. 64 Kinds of Users in an Incident ....................................................................................................................................... 65 Incident creator ................................................................................................................................................................. 65 People in charge of the incident ................................................................................................................................. 65 User with Writing Access to the Incident ............................................................................................................... 66 User with Reading Access to the Incident .............................................................................................................. 66 User with Management access to the Incident ..................................................................................................... 66 User closes an Incident ................................................................................................................................................... 66 User assigned to an incident ........................................................................................................................................ 66 First Steps with an Incident .......................................................................................................................................... 67 Types of Incidents ............................................................................................................................................................. 67 Incident Creation ............................................................................................................................................................... 68 First task with the incident: Creation of the first WU ....................................................................................... 71 Dashboard (Main View) ................................................................................................................................................. 72 Search View ......................................................................................................................................................................... 72 Incident Statistics/General Report ............................................................................................................................ 75 Operation on the Incident ............................................................................................................................................. 77 Customized Incident Searches .................................................................................................................................... 79 SLA Management ............................................................................................................................................................... 80 Creation of Incidents through a Web form ............................................................................................................ 83 Managing incidents using email ................................................................................................................................. 86 Create a new incident using email ............................................................................................................................. 88 To add a new workunit ................................................................................................................................................... 89 Incident Update and Workunit customization ..................................................................................................... 90 Mask email addresses workunits ............................................................................................................................... 92 6. Project management system ............................................................................................................................... 93 Projects and Tasks ............................................................................................................................................................ 93 Roles assignment .............................................................................................................................................................. 94 New tasks creation ........................................................................................................................................................... 95 Tasks and costs .................................................................................................................................................................. 96 Tasks and projects deletion .......................................................................................................................................... 97 Project management using Task Planning ............................................................................................................. 98 Reports and results .......................................................................................................................................................... 99 Time Map Projects by person ...................................................................................................................................... 99 Project Overview ............................................................................................................................................................ 100 Task Scheduler ................................................................................................................................................................ 101 Time Map ........................................................................................................................................................................... 102 Interactive Gantt Diagram .......................................................................................................................................... 103 Task Overview ................................................................................................................................................................. 104 Detail of Hour Assignation ......................................................................................................................................... 105 Creation of New Work Units ..................................................................................................................................... 106

Content table

Pag 5

Task Attached Files ....................................................................................................................................................... 108 Move Task ......................................................................................................................................................................... 108 Task Report ...................................................................................................................................................................... 108 Task Tracking .................................................................................................................................................................. 109 General Tracking Reports .......................................................................................................................................... 110 Work Orders ..................................................................................................................................................................... 112 Email Notifications ........................................................................................................................................................ 112 Creation of Notes by email ......................................................................................................................................... 113 Global Task Assignation .............................................................................................................................................. 113 7. Customer Relationship Management (CRM) ............................................................................................ 115 Companies / Accounts ................................................................................................................................................. 115 Company roles ................................................................................................................................................................. 115 Contacts .............................................................................................................................................................................. 115 Contracts ............................................................................................................................................................................ 116 Invoices .............................................................................................................................................................................. 116 Invoice lock ....................................................................................................................................................................... 119 Main view (Companies) .............................................................................................................................................. 119 Reports and listing ........................................................................................................................................................ 121 Leads .................................................................................................................................................................................... 123 Creating a Lead through a Web form .................................................................................................................... 124 Campaigns ......................................................................................................................................................................... 128 Example of a Campaign Creation ............................................................................................................................ 129 8. Inventory .................................................................................................................................................................. 132 Creation of a Type of Inventory Object ................................................................................................................. 132 Creating an Inventory Object .................................................................................................................................... 135 Inventory Searches ........................................................................................................................................................ 137 Importing Inventory Data from CSV ...................................................................................................................... 140 Inventory Synchronization with Pandora FMS ................................................................................................. 140 Remote Inventory based on Pandora FMS agents ........................................................................................... 143 Remote Inventory Internal Performance ............................................................................................................ 143 Installing tentacle_server ........................................................................................................................................... 149 Remote Inventory Configuration ............................................................................................................................ 150 Configuring Pandora FMS agents ............................................................................................................................ 151 Inventory Customization ............................................................................................................................................ 151 9. Knowledge Base .................................................................................................................................................... 152 Introduction ..................................................................................................................................................................... 152 Knowledge Base Management ................................................................................................................................. 152 Managing Categories .................................................................................................................................................... 153 Managing Products ........................................................................................................................................................ 153 Creating a New Article in the KB ............................................................................................................................. 154 Creating a New Article from an Incident ............................................................................................................. 156 KB Permissions ............................................................................................................................................................... 156 10. File Distribution System ................................................................................................................................. 158 Introduction ..................................................................................................................................................................... 158 General View .................................................................................................................................................................... 158 Creating one Category .................................................................................................................................................. 159 Access Management ...................................................................................................................................................... 160

Content table

Pag 6

Creating a File Release ................................................................................................................................................. 161 11. Newsletter ............................................................................................................................................................. 163 Issues ................................................................................................................................................................................... 163 Addresses .......................................................................................................................................................................... 164 Sending Queue ................................................................................................................................................................. 164 Newsletter WEB Visualization ................................................................................................................................. 166 Newsletter Subscription Form ................................................................................................................................. 167 Newsletter Un-subscribing Form ............................................................................................................................ 169 12. Wiki .......................................................................................................................................................................... 170 Basic syntax ...................................................................................................................................................................... 170 Headers .............................................................................................................................................................................. 170 Ordered and Unordered list ...................................................................................................................................... 170 Links, images and external files ............................................................................................................................... 171 Images ................................................................................................................................................................................. 172 Table of Contents ........................................................................................................................................................... 172 Preformatting / Code ................................................................................................................................................... 172 Horizontal bar ................................................................................................................................................................. 173 Avoiding WIKI interpreter ......................................................................................................................................... 173 HTML Code ....................................................................................................................................................................... 173 Blank lines ......................................................................................................................................................................... 173 Wiki menu ......................................................................................................................................................................... 173 Wiki rights management ............................................................................................................................................ 174 13. Configuration ....................................................................................................................................................... 176 Configuration Items ...................................................................................................................................................... 177 General Configuration .................................................................................................................................................. 177 Visual Configuration ..................................................................................................................................................... 178 Password Policy Setup ................................................................................................................................................. 178 Incident Setup .................................................................................................................................................................. 179 E-mail configuration ..................................................................................................................................................... 181 EMail Templates ............................................................................................................................................................. 184 Menu Visibility ................................................................................................................................................................ 186 Inventory ........................................................................................................................................................................... 187 Authentication ................................................................................................................................................................. 188 CRM ...................................................................................................................................................................................... 190 Old Data Management .................................................................................................................................................. 192 Project Management ..................................................................................................................................................... 192 System Tools .................................................................................................................................................................... 193 Translate strings ............................................................................................................................................................ 193 System global news Manager .................................................................................................................................... 195 SQL Manager .................................................................................................................................................................... 196 File manager ..................................................................................................................................................................... 196 Links .................................................................................................................................................................................... 196 System Events ................................................................................................................................................................. 197 Audit Log ............................................................................................................................................................................ 197 Error Log ............................................................................................................................................................................ 198 Alert and notifications system ................................................................................................................................. 198 Offline update .................................................................................................................................................................. 198 14. Integria external API ........................................................................................................................................ 201

Content table

Pag 7

Security ............................................................................................................................................................................... 201 White list IP authentication ....................................................................................................................................... 201 Authentication with password ................................................................................................................................. 202 15. API functions ........................................................................................................................................................ 203 Returning information about Integria IMS ......................................................................................................... 203 Incidents ............................................................................................................................................................................ 203 get_incidents .................................................................................................................................................................... 203 get_incident_details ....................................................................................................................................................... 204 create_incident ................................................................................................................................................................ 204 update_incident .............................................................................................................................................................. 205 delete_incident ................................................................................................................................................................ 205 Workunits .......................................................................................................................................................................... 206 get_incident_workunits ............................................................................................................................................... 206 create_workunit .............................................................................................................................................................. 206 Files ...................................................................................................................................................................................... 207 get_incident_files ............................................................................................................................................................ 207 download_file ................................................................................................................................................................... 208 attach_file .......................................................................................................................................................................... 208 delete_file ........................................................................................................................................................................... 209 Users .................................................................................................................................................................................... 209 create_user ........................................................................................................................................................................ 209 validate_user .................................................................................................................................................................... 210 Leads .................................................................................................................................................................................... 210 create_lead ........................................................................................................................................................................ 210 Others .................................................................................................................................................................................. 210 get_incident_tracking ................................................................................................................................................... 210 get_incidents_resolutions ........................................................................................................................................... 211 get_incidents_status ...................................................................................................................................................... 211 get_incidents_sources ................................................................................................................................................... 212 get_groups ......................................................................................................................................................................... 213 get_users ............................................................................................................................................................................ 213 get_stats .............................................................................................................................................................................. 214 get_inventories ................................................................................................................................................................ 215 get_last_cron_execution ............................................................................................................................................... 216 get_num_queued_emails ............................................................................................................................................. 216 16. API Extension ...................................................................................................................................................... 217 Examples of API functions ......................................................................................................................................... 217 Example of function that return a single value ................................................................................................. 217 Example of function that returns a list of values .............................................................................................. 217 17. Extension system ............................................................................................................................................... 219 Extension Menu .............................................................................................................................................................. 219 Creating an Extension Menu ..................................................................................................................................... 219 Setup extensions ............................................................................................................................................................ 220 Creating a setup extension ......................................................................................................................................... 220 Tab extensions ................................................................................................................................................................ 221 Creating a tab extension .............................................................................................................................................. 221 Available tab lists ........................................................................................................................................................... 222

What is Integria

Pag 8

2. What is Integria Integria IMS is a software tool for the complete management of organizations and teams. IMS are acronyms for "ITIL Management System", that means, Integria is useful to manage an organization from ITIL viewpoint [1] In a more functional level, we can define Integria as a tool to manage projects, human resources, hours assignment/time tracking, incident tracking (ticketing), combined with a comprehensive inventory system and a CRM system (Client manager), a Wiki, task assignment management, a Knowledge Base, a file distribution system and other functionalities. All of them via Web, multiuser/multiprofile. There is an "Enterprise" (not free) part on Integria, it adds a powerful ACL system, based on user, group and profile, to control the access to the different elements of Integria.These are the features that makes the difference between the OpenSource and the Enterprise versions. About Integria IMS Integria IMS was originally designed as a bugs incident/tracking system, simple but oriented to be multiuser and multigroup, with support for diferent profiles and audit internal capacity. Integria was a partial derivative of the project Pandora FMS. The first version (v1.0) was released in 2007, but it was less more than an internal project with OpenSource code that was released at Sourceforge. Later, there were more versions (1.1, 1.2, 2.0 y 2.1) between 2008 and 2013, until with version 4.0 we have closed an stable and mature version after many years using it in our clients and also internally. Integria IMS is developed by a company from Madrid, Spain,[Artica ST]. The official page is http://integriaims.com. Main Features

Incident Management (ticketing) Project Management, Time Management (Time tracking) knowledge management(Knowledgue Base).

What is Integria

Pag 9

Inventory system (cmdb) Agenda. Wiki. Management of Leads, contracts, contacts and invoices (CRM). Software downloads centralized environment. Employee Control Integria is a tool that can be used in "onsite" mode (installed in a Windows or Linux server), or as service, in a hosting (SAAS mode). It is a 100% web tool, with a user interface translated to several languages (Spanish, English, Chinese, Portuguese,Russian, French; Italian among other languages). Next are detailed the main features of each one of the Integria IMS functionalities

Incident Management (Ticketing) Integria IMS implements a management system for business incidents or ticketing. It can be used in Software development projects, like helpdesk tool or adapted to your needs to attend any need of interaction with clients or users. It allows notification by mail in both directions, included the ticket creation through email. It has a complete web interface, a simplified WEB interface and an interface for mobile devices. It is possible to create incidence customized types with customized fields for each type. With Integria you can implement a versatile methodology (KANBAN) or a more classic system of ticket management. It is possible to do a detailed monitoring of each status of the incidence, its total time, and the SLA fulfillment level.The system has also available a tool to measure the client satisfaction level. Project Management Integria can be used to do a project classic methodology (based on Gantt, milestones and tasks) or also on agile methodologies (SCRUM). It has available several types of reports and metrics based on time and costs. It allows to define roles and costs. At each role it integrates simultaneously the planning with the cost and time assignment. ALl updates are notified via email. Customer Management System (CRM)

What do you need to install Integria IMS ?

Pag 10

It is by itself a fully functional CRM. It includes newsletter management. It is used to manage client accounts, contacts, contracts, leads, and it has an issued invoices management that is integrated in the system. Wiki A Wiki is a well known system (think in Wikipedia!), to share and publish information and track changes. It's easy, fast and very useful. Now Integria gives you a full featured wiki, with access controls enabled, to use in your team. Inventory (CMDB) Integria integrates a flexible inventory system, where the types of objects, the fields and the relationships between them are defined by the administrator. This allows from managing a device stock in a simple way, to implement a CMDB with data that already exists in its company. The inventory system is linked (optionally) to the CRM and to the Ticketing system. What do you need to install Integria IMS ? Integria is a tool developed in PHP5 and that uses MySQL as database. Apache/PHP is used as WEB application engine. It could be installed in any server (Linux, Windows, Solaris), provided it supports PHP5 and MySQL [2],that installs all the necessary in order Integria works. If you download the Vmware image or the installation CD will have a system ready to work based on CentOS Linux. It is also possible to configure Integria IMS in Windows environments , using WAMP metapackage For more information about the installation, please visit Installation chapter

Installing Integria

Pag 11

3. Installing Integria Required Dependencies Integria IMS is PHP application that needs a MySQL database to work. Actually, it only supports MySQL and needs a PHP 5.2 or higher version (due to its intensive use of AJAX between other reasons). Integria IMS is a fully Web application, so you could install it in a server and to have access to it from any work place with an update browser (Firefox, or Internet Explorer from version 6). The minimum resolution to work is 1024x768. The graphs use Flash and you could need a complement to visualize them. Integria IMS can work on Windows, Unix or Linux providing it has their dependencies fulfilled. However, our favorite platform is CentOs Linux. All the dependencies needed that our system should have for the correct performance of Integria IMS are: php php-cli php-gd php-intl curl php-ldap php-imap php-mysql php-mbstring php

It will be necessary to restart the apache server once the changes have been done: service httpd restart

We can do the installation in a manual way through sources (.tar.gz), packages .DEB for systems based on Debian, or .RPM for Suse, Hat Enterprise Linux, Fedora and CentOS, or also downloading the code of the development version, using the SVN (Subversion). Integria IMS can also be installed on Microsoft Windows Operative Systems, through WAMP package Server[1],that installs Apache, PHP 5 and MySQL in the operative System Installing from Sources Previous Installing of the necessary Software You should have at least the tar tool to unzip the installation "tarball" package. Don't forget to install subversion', and of course, fulfill all the installation pre-requisites previously mentioned.

Installing Integria

Pag 12

Downloading Sources We will need to download the tarball from the last version of Integria IMS. In order to do this, we have two options: the first one is to download the .tar.gz of the last version from Sourceforge [2],and the second one is to download the developing version through the Subversion client (svn) using the command line: svn co https://svn.code.sf.net/p/integria/code/trunk/ integria

It is recommendable to execute this command in the web publication directory directly (/srv/www/htdocs/ para Suse o /var/www/ para Ubuntu/Debian) because the unzipped version will be downloaded in that folder and we can follow with the installation from there. Installing Once we have the installing tarball, for example in /tmp, we do root: su -

And we go to the web publication web directory (/srv/www/htdocs/ for Suse or /var/www/ for Ubuntu/Debian) to unzip the package: cd /var/www/ tar xvzf /tmp/IntegriaIMS-xxx.tar.gz

Changing the permissions to the directory should be property of the web server user: For example, in Debian systems: chown -R www-data /var/www/integria

Now we should go via web to your server IP address to continue with the Integria IMS installing. This part of the installation is useful to create the Integria database and to configure the access credentials (user, password and DB name) to the DDBB fixed by the user:

Installing Integria

Pag 13

http://ip_servidor/integria/install.php http://ip_servidor/integria/trunk/install.php (si se ha optado por descargar usando svn)

We follow the installing steps:

Installing Integria

Pag 14

Click on Next, accept the license and we press the following:

This screen verifies that all required dependencies are installed correctly:

Installing Integria

Pag 15

Here we will set the MySQL access credentials so that the installer is able to create the new database Integria:

Installing Integria

Pag 16

Installation complete

After completing all the steps, we will have successfully completed the installation of IMS and Integria and can access the system. Remember credentials (username and password) by default are ' admin' with password 'Integria'.

Installing Integria

Pag 17

http://ip_servidor/integria/index.php

Installing in a Web hosted enviroments Default install of Integria assumes you have root account to create the Integria database and make the automated install. This section describe the way on how to do the "manual" installation, used for example, in a web hosted environment.

NOTE: Some hosted environments don't have compiled PHP IMAP module required for email incident management feature. First, you need to get the Tarball and decompress in a temporal dir, for example: tar xzf integria_xxxx.tar.gz

This will create a directory called "trunk" in your current directory. Move it to your web publishing directory, under a new directory, for example "integria":

Installing Integria

Pag 18

mv trunk /srv/www/htdocs/integria

Your hosting environment should have a full installation of PHP 5.x (this includes some extensions like gettext, json, mysql, ldap, mbstring and zlib). Graphviz is also required to the "tree" graphs. You need to create the database with the mechanism your hosting provide. After that you will have a database host, database user, database password and database name. Import these two files (in this order) in your new database: integria_db.sql integria_dbdata.sql

This could be done by using the mysql cli command line : mysql -u user -p -D databasename -h hostname mysql> use pandora; mysql> source integria_db.sql; mysql> source integria_dbdata.sql;

After that, you will need to edit the file "include/config.inc.php" adding these lines, with the values you have in your setup: $config["dbname"] = "integria"; // MySQL DataBase name $config["dbuser"] = "integria"; $config["dbpass"] = "integria"; // DB Password $config["dbhost"] = "localhost"; // DB Host $config["homedir"] = " /srv/www/htdocs/integria/"; // Config homedir $config["base_url"] = "http://mydomain.net/integria"; // Public URL

Save the file or rename it as "include/config.php" and give it permissions only for read to your web application (usually apache or http). Delete install.php and proceed to enter to integria: http://youraddress/integria

Installing through Packages First we should get the Integria installing packages, that could be downloades from [3].You should download the packages for their distribution, the .deb for

Installing Integria

Pag 19

Debian/Ubuntu or the .rpm fro Suse/Red Hat Enterprise Linux/Fedora/CentOS. Installing Integria IMS through Debian (.DEB) package Integria installation from the .deb package is very simple. You will only need to execute as root the following command: dpkg -i IntegriaIMS_xxx.deb

If you don't have Internet connection and you have left dependencies not filled, then it'll be necessary to download the dependencies and next to install the packages. If on the contrary we have Internet, and there is any dependency not resolved, we execute: apt-get -f install

This command will try to download all the necessary packages that are missing to install Integria in the system. Once the necessary dependencies have been installed, it'll be possible to install the Integria package. After installing the package, it will show us a message like this in the command line: Please, now, point your browser to http://your_ip_address/integria/install.php and follow all the steps described on it From here, we will follow the same steps that we saw in the installing via web from the sources, where we'll configure the MySQL credentials to create the Integria IMS database. Installing Integria IMS through the .RPM package ( This is valif for CentOS, Redhat, SUSE, OpenSuse and all systems using RPM packaging. Once the package have been download, you can install Integria FMS executing as root following command: rpm -i IntegriaIMS-xxx.noarch.rpm

Installing Integria

Pag 20

Same as with the .deb packages installing, you should solve the dependencies that aren't filled when trying to install the package. When you finish to install the package through the command line, you will be notified that it should be continue through an explorer. We should follow the same steps that with the installation via web from sources to create the database on which Integria IMS will be supported. Installing Integria IMS on Windows Installing WAMP To install Integria on Windows Operative system, we should use the WAMP Server metapackage [4] that installs all the things necessary in order Integria could execute correctly. This is, a server MySQL, Apache and PHP.Once downloaded, we execute it and follow the necessary steps to install it.

For WAMP works properly you must have installed the Redistributable Package Visual C++ 2010 SP1.

In some systems the version 2.2 can cause problems, if so, try installing the version 2.1.

Installing Integria

Pag 21

First will be fix a root password for MySQL,that we will use later to install the Integria database.To do this, we go to phpMyAdmin through the WAMP icon, which will open us an explorer from we could manage the MySQL.Press on Priviledges and edit the root user.

Installing Integria

Pag 22

In the root user configuration, in Changing password we should fix the password that this user will use to connect to MySQL. It will be necessary to restart the MySQL and the Apache server to the changes will apply.

Installing Integria Next, we should download the Integria .tar.gz from sourceforge [5].We can also download the code from the svn, using a Subversion client for Windows, for example TortoiseSVN, that we can download from sourceforge [6]. We create a directory named Integria in the wwwdirectory of the WAMP server C:\wamp\www\integria

If you have installed the WAMP server in other place that wasn't the location by default (C:\wamp), this path will change.

Installing Integria

Pag 23

Now, unzip the integria tarball and copy all the files that are in the trunk directory to the new directory that we have created. If the download has been done through subversion, we should copy the content of the trunkfile of the ortoiseSVN, download directory to the WAMP server publication directory, where we have previously created the integria directory.

From this point, same as with the other systems, we have access through an explorer to continue with the Integria installation and could create the Integria database: http://ip_servidor/integria/install.php

Where "ip_servidor" can be "localhost" if we are in our own machine. Press on next and accept the license;

Installing Integria

Pag 24

In the following screen will be shown the dependencies that are correctly installed or if on the contrary remain unresolved or aren't correctly installed. Depending on this, it will be necessary to have access to the WAMP PHP extensions and activate the ones that remain unresolved. For example, if you say that does not have support for Gettext: access the menu of WAMP (in the icon tray), and on the "PHP extensions" locate and select the extensions that are missing, as seen in the screenshot below :

Installing Integria

Pag 25

Here you can see how we have finally solved all the problems. Note that by default graphviz verifies if is installed in "c:\program files/graphviz 2.28". If

Installing Integria

Pag 26

you have it installed somewhere else and fails, don't worry, make sure you have graphviz in the system path and, if necessary, restart WAMP.

Once all the dependencies have been resolved, click on next and in this screen we should introduce the root password that we configured before in PHPMyAdmin.We press on the following one, and, if all goes well, it should have created the new database where Integria will be based.

Installing Integria

Pag 27

Click on next and once the installation is finised, we could have access to the Integria login screen through an explorer, writing: http://ip_servidor/integria/index.php

We could have access to Integria through the adminuser and the default password integria. Installing the Enterprise version Once we have the file compressed with the Enterprise part of Integria, for example IntegriaIMS_enterprise_xxx.tar.gz, we should work in a similar way as you did for the installing from the sources. For it, uncompress the tarball: su - cd /tmp tar xvzf IntegriaIMS_enterprise_xxx.tar.gz

Once it has been unzip, it will create a file called enterprise that we will move into the integriafile that is in the publication directory

Installing Integria

Pag 28

For Debian/Ubuntu, just install the package: dpkg -i integriaims_enterprise_xxxx.deb

For Suse / CentOS / Redhat, just install the package: rpm -i integriaims_enterprise_xxxx.rpm

The last step is to open a web browser and introduce: http://server_ip_address/integria/

We accept the license and with this we will have Integria IMS installed with the enterprise version. Installing the Enterprise version on Windows

Installing Integria

Pag 29

The enterprise version installation on Windows is done from the compressed file. For it, unzip the file and copy the enterpise file in the www directory that is in our WMPS server installation. If, for example, this is installed int the C:\directory, we should copy the file in C:\wamp\www\integria.

We open the explorer with the address: http://ip_servidor/integria/

And accept the enterprise license as we showed in the previous section, so we have now the enterprise version installed. Installing the Maintenance Script Integria sends the mails and does certain "automatic" operations in an scheduled way. For it it's necessary to automatize a process in order it would be executed every 5 minutes. If you don't do this,some important Integria operations (such as sending emails) won't work. If you have install the package from .DEB or .RPM this script is already installed in your system, so you can skip this section. If you have installed it from tarball or sources you should do it manually.

Installing Integria

Pag 30

In Unix this is done adding a task to the cron, as follows: In Unix systems As root, create a new file called /etc/cron.d/integria # Execute Integria CRON each 10 minutes. 10,20,30,40,50,59 * * * * root php5 /srv/www/htdocs/integria/include/integria_cron.php

If you have installed Integria in other different directory, for example. in Ubuntu, the complete path will be different, for example: # Execute Integria CRON each 10 minutes. 10,20,30,40,50,59 * * * * root php5 /var/www/integria/include/integria_cron.php

Before going on, check that it works, executing from command line, as root the complete order, for example: php5 /srv/www/htdocs/integria/include/integria_cron.php

The script shouldn't return anything. It's possible that in your system the php interpreter isn't called 'php5' but 'php'. Check this if you have any problem and change php5 by php in all the orders showed previously. In Windows systems If you are using XP or Windows 2000, you should look for the Windows 2003 or higher SCHTASKS command to could program a call to a command every 10 minutes. You could download it from Microsoft http://www.microsoft.com/resources/documentation/windows/xp/all/proddocs/en-us/schtasks.mspx?mfr=true And you should create an entry in the task scheduler of the following one SCHTASKS /create /SC minute /MO 10 /TN Integria /TR "C:\wamp\bin\php\php5.3.5\php-cgi.exe c:\wamp\www\integria\include\integria_cron.php" /RU system

(The paths can change depending on their WAMP version)

Installing Integria

Pag 31

This uses the task scheduler to execute the script integria_cron.php every 10 minutes. Integria Update We consider upgrading (update), the process of "applying latest changes" or patches on an already functional installation. This is consists basically to "replace" the new code files over old. The process is simple, and can be described in three steps. 1. Download the package (tarball format) or in. RPM or. DEB 2. Update. 3. Check that all found well. The second step (update), will change depending on if is RPM, DEB or Tarball format. Update with RPM Write the command: rpm -U nombre_paquete.rpm

Update with DEB Write the command: dpkg -i nombre_paquete.deb

Update with Tarball

Unix/Linux It depends on where you installed our Integria. Suppose that is in/var/www/html/integria. Suppose that have in /tmp the tarball that have been downloaded from the web. Write the following commands as root: cd /tmp tar xzf xxxxxxx.tar.gz cd trunk ./integria_update -p /var/www/html/integria

Installing Integria

Pag 32

This copies the contents of all the source files, overwriting the current /var/www/html/integria and trying to change the owner / group of the web server user. Windows Open the file with a tool tarball handling compressed files like "winzip" or "winrar", locate where you installed Integria directory and overwrite those files with the contents in the tar.gz file After updating Check, in the footer of the application that have changed the version and/or build from the version I had before. This is an indicator that the application has been updated successfully.

Users in Integria

Pag 33

4. Users in Integria Users and Groups One of the Integria IMS most important features is that it can work with several group of users and that each group "see only it's business".These groups of users could be departments, clients or companies. These features are usually known as Multitenant environment. In order to implement this, we distinguish between three key concepts:

Group:One group is a group of users with visibility between them. One group could be a "department", a "client" or a "company" depending on the context of the use of Integria. Profile: Defines a list of privileges, for example: access to the agenda, or to have access to create incidents, or to be project manager. User: An Integria user is an user to enter in the application via WEB. This user has assigned one or several groups, through the profile assignment, so one user could be project management in one group and incident operator in other or be only project management in one group. One user has nothing to be with a contact (contacts are used in Integria CRM system).

The most important features of the Enterprise version in relation with the OpenSource are the Multitenant functionality and the permission management As functionalities in Integria (ticketing, projects, wiki, etc) are very different between them, the management and implication of the profiles in one or another case can be very different. That is, the way the access profile is applied to one incident or to one project is very different. All the issues related with user profiling are explained in depth in the Profile and user right section, at the bottom of this chapter. Users

Users in Integria

Pag 34

To could add people to the projects, incidents, etc, they should be as users in the Integria IMS system. Each user could have different profiles in different groups (incident manager for a company, participant in one project, etc) and thanks to these profiles it will have some specific privileges on the system and on the features of Integria to which he is assigned. Users could be from different groups and have different roles in each of them, as has been mentioned before, they can be responsible of the incidents of the company A and participants in a project of the company B. Inside the Users menu you can manage all things related to users, see the users, edit them, see report with user worklogs, task assigned to the user, roles and existing groups, etc. This sections has different sub-sections, some are accessible by the administrator or group leader, and other are accessible by all users. Some sections allows the user to perform some actions depending on the user credentials. "My user" Menu

Modify User In the first submenu, there is an option to modify the user properties. Here we can change your user, modifying the name, email, password, etc. We couldn't change your "user ID" or the user short name, so it is unique and it isn't possible to change it once it is defined. The user language "ignores" the defined language in a global level, that means that if the user defines his own language, it will use this instead of the system language. This would be one view of the user configuration screen:

Users in Integria

Pag 35

Some fields give information, for example the user id and the n of total incidents opened. WU Report This option is only shown if we have access to the project system. It shows a monthly timetable with the hours assignment of our user. This allows to see in different colors the WU assigned to incidents an its duration and the WU assigned to projects. Example of WU with project hours

Users in Integria

Pag 36

Example of WU report with incident hours In case of being mixed hours it will be shown with an alternative color.

Users in Integria

Pag 37

WU Report This option will be shown only if we have access to the project system. It shows a monthly schedule with the hour assignment for our user. This allows to see in different colors the WU assigned to incidents and its duration and the WU assigned to projects. Example of WU with project hours

Users in Integria

Pag 38

Example of WU with incident hours In case there are mixed hours it will be shown with another color.

Users in Integria

Pag 39

"User Report" Menu

User Reports In the side menu of User Report there are four sections available: Exhaustive report Monthly report Annual Report Custom reports Schedule reports Any of this sections will send reports depending on the aspect selected, and there are links in them to see the reports in graphic mode and in schedule mode.

Exhaustive Report

Users in Integria

Pag 40

In the Complete report of the side menu User report is showed the activity of one user in all projects. The table has the following information: Project: Name of the project Hours of the User : Hours the user has assigned to this project, in his tasks as a whole. Total of the Project: total of hours assigned in the project by all users. %: Percentage that represents the work that the user has done. Besides, it's possible to press on the project name to go to its description page. In the selection boxes at the upper side of the form, you can select other user and other different date, by default are the user connected and the current day.

Users in Integria

Pag 41

Monthly Report

In the section monthly report of the side menu user report is showed the activity of each user. The table has the following data: User ID: User identifier. Report: work units: Link to the detail view of the user work units. Schedule view: Link to the user schedule view General graph view: Pie chart view: pie chart with the hours distributed in pieces. Total of hours for this month: Total of hours assigned to the current month Assigned this month: Total of money assigned in the current month It has a selection box where you can change to other month.

Example of Monthly Graph

Users in Integria

Pag 42

Annual Report

Users in Integria

Pag 43

In the section Annual report of the side menu User report is shown an schedule with the activity of one user during the the whole year. In the schedule the days of vacations , work an incidences are highlighted. The annual schedule allows to show the n of workunits assigned this day if you leave the mouse pointer on it. If you click on them, you could see them on detail, as a drill-down. You can have access to the monthly report for this user by clicking on the corresponding month. You have a selection box where you can change to another user if you have privileges to see this information. Custom reports

Users in Integria

Pag 44

In the section Custom reports of the side menu User report appear a list with the custom reports created before. From that list is possible to see the report from the navigator or download it on PDF or CSV format. The reports will be created with an SQL sentence, for this it will be necessary to know the database schema. Schedule reports

In the section Schedule reports of the side menu User report appear a list with the scheduled reports created before. From this list, every report can be downloaded onPDF format, but the more important thing is that these reports will be automatically generated and sent to the specified email direction. It is necessary to fill in some fields in the form: Name: Report name. Destination email: Email that will receive the report.

Users in Integria

Pag 45

Lenght on days: Days range of the data. Execute each X days: Days between every report. Report type: The report type. Certain report types have subtypes that could appear when selecting the type.

The IP of the Integria IMS server should have API access to send the reports as the email attachment. The server IP can be included in the general setup. User Management (as Administrator) From the "user management" section, you could do all the management tasks related to users, manage (adding, editing and deleting)users and their details, managing the roles and profiles that exist, and also the defined groups.

Users in Integria

Pag 46

To create an user, press the button Create user that is below the table that list the users. A form will be shown where you will have to fill in the information of the new user.

In this form you can introduce any information about the user: ID user: Identifier or user name. Actiation: This user has the access disabled and it can't be used as recipient in an incident, project, etc.The projects/tickets where it is already keep their status. Enable login: Is a valid user, but couldn't enter in the system, but they can be assigned manually by other user as part of one incident, a project, etc. If it is disabled it could not have access to the Integria interface, but it could get, for example the notifications via email from the incidents and/or project system. Real name: User real name. N employee: Usually an internal code of the company that identify the user. Password:User password. It requires double checking.

Users in Integria

Pag 47

'E-mail': User email. Image: User image or icon. Telephone: User telephone. Location: Optional field to show where the user could be located. Company: Optional field. It will use the companies defined in the CRM to assign it to the user. It is useful to visualize the company the user belongs to in the incident view. Global profile: User kind of profile:standard, external or administrator. The standard user follow the roles of the permissions fixed for it.The "external" profile means that is a user that couldn't work "in group" in the incident system, so it will only can see the incidents that he has created. However ,a "normal" user can see the incidents that are open in his group, although he didn't open them. Same way, could make notes (TU) on incidents of people of his group. Language:Language of the Integria IMS interface for the user. This language customize the user experience, doing that each user could see the interface in his own language, regardless of what is fixed in the system at a general level. Total N of Incidents:To inform about how many incidents this user has opened. Simple Mode: If it is enabled, the incident view is very simplified with respect to the normal one. Comments: informative field Once you have finished to introduce data, press on Create It will show you new options bellow the Comments field, where you could add:

Available(s) Group(s)Grupo(s): The groups to which the user could be added to. Profiles: the profiles available for the groups.

Users in Integria

Pag 48

To edit any user, as long as you have permissions, you can press on the user name or identifier. It will show an edit form of the user that will allow you to modify all the user fields. Managing Roles The roles are the functions that the user can do, and the cost per hour assigned to them. They are needed to calculate the real cost of a project based on the hours charged by each participant. Integria IMS has several roles by default:

Project manager Systems engineer Junior consultant Junior programmer Senior programmer Analist Senior consultant Support engineer Each of them has assigned costs, that will be apply when a user with this role introduce hours in one project, incident, etc.This is though mainly for the services outsourcing, where it's very interesting to know the costs associated with them. The only important role is the "Project manager" role, that can't be deleted, so it is the one that gives "permissions" to manage a project, if that user has the project manager role. From section Role Management you could add, edit and delete roles.

Users in Integria

Pag 49

Import Users from CSV

A CSV file is a document that allows to represent data in the form of a table. The columns are separated by commas and the rows by carry return. Our CSV file will have the following format: id_usuario,password,real_name,email,telephone,description,avatar,disabled,id_company,simple_mode,num_employee,enable_login (without commas)

Users in Integria

Pag 50

Example of file alberto,1234*xcf,Alberto Garrido,alberto@gmail.com,91345678,Gestor de cuentas,avatar8.png,0,12,0,123,1 juan,348x*13,Juan Rodriguez,juan@gmail.com,914543210,Gerente de canal,avatar9.png,0,12,0,124,1

The rest of fields couldn't be added in an automatic way. Through an interface you could select some options with which the user will be imported. Groups Groups are used to associate activity groups or companies an user could belong to. They are closely related to the profiles so a support department user can be in company A with a Senior consultant assigned rol and also be in company B as Support engineer,and in another company as Project manager. They are the key for all the Integria privileges system Group Management This option is visible for user with an administration profile. When you want to assign incidents, you can assign a default user that will receive the mails with the incidents. This user could scale the incidents to other user in his group, but you need to set the correct permissions to this user. From section Manage groups you could add, edit and delete groups.

Users in Integria

Pag 51

The section Manage groups of the side menu User management gives a table with information about the groups in the system. Once you click on one group, you can edit their features, in a window like this one:

Users in Integria

Pag 52

To create one group, press the button Create group below the table that list the groups. It will show you a form where you should have to fill in the information of the new group. In this form you should add the following information: Name: name of the new group. Force email: if the email sending(box activation) must be forced to the group in the incidences. Father: selection box, in case it has a father. Icon: icon or image for the group. Banner: if you want to add abannerimage to the group. Default user: the default group user, the selected user in a default way by opening an incident with the group. Language: predetermined language for the group. Incident "soft limit":shows the maximum n of incidents for this group that one user can have opened at the same time Incident "hard limit": shows the n of maximum incidents for user, for this group,for this group, that one user could have open, total (open or closed) When this limit is exceeded, the user will receive a notification in the screen when he try to create an incident, so he won't be able to create any more. Force the "soft limit": if the "soft limit" exceeds and this box is not activated, it simply notify that the limit of simultaneous opened incident is exceeded. But the user could follow with the creation of the incident. Inventory object by default: The inventory object that is selected will be assigned by default when incidents associated to that group would be created Incident SLA: Will be the SLA that will be applied to the incidents of this group. The SLA are a group of "rules" in order to check that an incident would be correctly managed. It is possible to see more information about the in the section ticketing/incidents. To edit any group, as long as you have permissions, you could press on its name or group identifier. It will show a edit form of the group that will allow you to modify all the fields of the group. Once you have change the values, press on Update

Mail Queue Management Integria IMS allows to manage mail queue, defined by each user group, that allow to manage the work flow of incidents through emails. This is an "Enterprise feature not available with Integria IMS OpenSource version.

Users in Integria

Pag 53

The parameters to configure the mail queues are the following: Autocreate users: Enables/Disables the creation of new users in the system when an email is received. Give access to users: Enables/Disables the access of the new users to that they could enter in the application using their user/password. Send welcome email: Enables/disables the welcome email sending when creating a new user Activate simple mode: Enables/Disables the simple mode of incident management for new users. User type: Associates the type of users to the new created users. Company by default: Company that will be associated by default to the new created users. User profile by default : Profile by default for the new users. Type of incident by default: Type of incident by default for incidents created through this emails queue. Email queue:Configuration of the mail queue associated to this group. This field allows to configure several regular expressions or mail addresses that after will be used to associate the corresponding mails to new incidents to the group. The field could have several email addresses or regular expressions, one in each line. For example:

support@integria.com .*@otherdomain.com

With this configuration the mail queue accepts all emails sent to the address support@integria.com and all those with the format xxxx@otherdomain.com as for exampleuser1@otherdomain.com, superadmin@otherdomain.com, etc. Welcome email: Welcome email that will be sent to the new users when a new account will be created for them.This text field accept the following macros:

_password_: It will change this macro for the password by default assigned in the user creation. If you want to know more about the queues working you can check the section:EMail ticket management Profiles and Users

Users in Integria

Pag 54

The Enterprise version of Integria IMS allows to associate to one user information of which profile has for each group. This is done in user administration (in the Enterprise version).This allows to specify which access permissions are given to each user in each section or data group.

Types of Users Summarizing what we have seen previously, we can say that in Integria there are three types of users:

Administrator: They could have access to all sections and see the information of all groups. Standard User: They could have access and see the information of each group depending on the assigned profile. External User: They could only have access to the sections:Incidents, KB, Downloads and People. In Incident Section they will only could see the incidents that they have created. This user is very useful to give a support service in a simple way.

Flags Table for ACL The profiles are composed by access "flags".In this section is defined what enables each ACLs flag in each section.

Users in Integria

Pag 55

Projects Bit de acceso PR Allows to see the information of the projects where you are assigned. PW Allows to create new projects. PM Allows to create and modify the project groups. TR Allows to see the information of the task in which you are assigned. TW Allows to add workunits, files and costs to the tasks in which you are assigned, and also to visualize their data. TM Allows to modify or delete tasks in which you are assigned, and also to add users or create subtasks. Project manager role You can do any operation in the projects where you have this role assigned, and also in the project tasks. Besides the users with this role will could delete projects. Project owner It has the same permissions that the project manager. Administrator user It can do all the previous tasks in any project or task without restrictions (depending on the availability of them in the interface).

In the projects ACLs system, the subtasks inherit the permissions of the parent task. That is, if one user can modify the parent task he could also modify the child task Incidents Bit of access Standard User External User

IR Allows to have access to the Incident section and could interact (see information, add workunits, upload files, etc) with incidents according to the following conditions:

Those who belongs to the group/s of the user Where the user is the owner

Users in Integria

Pag 56

Where user is the owner Where user is the creator Where user is the editor Where user wrote some workunit

Where the user is the creator Where the user is the editor Where the user wrote any workunit

IW It allows to create new incidents and edit (change the gorup, the status, assign it to another user, etc) the previous ones.Editing will be only available for the user that would be owner of the incident. IM Allows:Delete incidents, Manage incident types and manage SLAs. Administrator User Can do all the previous actions without any restriction (depending on the availability of those actions in the interface).

Visualization Modes Normal Mode: The normal mode gives access to all available options. Simple Mode: The simple mode is a mode in which the incident management is limited to visualize the list, add workunits and files.

The users with the IW flag but without flag IM by default can't select the incident creator, to enable this option you should go to the general configuration and select the box Enable IW to change creator. Inventory Bit of access VR It allows to have access to the Inventory objects section and see their information according to the following conditions:

Where the user is ownerEn los que el usuario sea el dueo

Users in Integria

Pag 57

Those of Public type If it has company associated, by the users assigned to that company If the user is associated to

VW It allows to create new inventory objects and edit the already existing ones. VM

It allows: Delete inventory objects Manage inventory types Manage SLAs

Administrator User It can do all the previous actions without restrictions (depending on the availability of that ones in the interface). Wiki The Wiki reading and writing permissions are defined in each one of the pages of it. By default, all pages are accessible and editable by all users. You can see how to modify these permissions in the section Wiki rights management CRM The CRM has a very special way of working, where it doesn't take into account the groups,but only the company to which the user belongs to and the profiles that it has in any of the groups. The main method of access will be the relationship parent/child between companies. So, if one has access to one company, it has access to all companies "child". Except the external user that can only see their own things. In the Open version, the external user sees only his own issues and if it isn't external, he can see all. In the Enterprise version it will see the issues of his company and the child (and grandchildren, etc) of its company. Companies The basic flags for the company management are these:

Users in Integria

Pag 58

Bit de acceso CR It allows to see the information of the companies to which it has access to. CW It allows to edit the companies to which it has access to. CM It allows to delete companies to which it has access to. User with access to one company An user has access to one company if is associated to this, is the owner or also if it that company is child of other to which the user has access to. External user he has access only to the company to which it is associated to Administrator user He can do all actions in any company.

In the Company ACLs system the permissions are inherited from the parent companies. That is, if an user can modify the parent company he could also modify the child company Roles

Access Bit CM It allows to create them. User with access He will only has access if it has assigned the CM profile. Administrator user He can have access to the roles of any company. Invoices Access Bit CM It allows to see and modify the company invoices. User with access to a company invoices If he is the owner of the company or has assigned the CM profile. Administrator User He can have access to the invoices of any company.

Users in Integria

Pag 59

Contacts, Files, Leads, Activities, Contracts Access Bit CR It allows to see the information of the items to which it has access to. CW It allows to delete the items to which it has access to CM It allows to edit the items to which it has access to.

User with access An user has access to the contacts, files, activities, etc of one company if he is associated to it, is the owner, or also if this company is child of other to which the user has access to. Administration user He can do all actions in any company.

Incident Management

Pag 60

5. Incident Management Integria IMS suggests an incident management based on change management. This means that an incident is no other thing than an specific operation based on an object, where several peop