5.1 [Tickets] prerequisite knowledge
(1) Ticket statuses
The correspondence between the status of a ticket in OTOBO and the status of a ticket in Ops I is as follows.
A status in OTOBO with no corresponding status in Ops I is unsupported and cannot be used. Ticket statuses are described in the format “Ops I status variable name (Ops I status label name)”. The Ops I status variable name is used in YAML definitions and API settings. The Ops I status label name is the status name displayed in the Ops I GUI.
| OTOBO status | Ops I status | |
|---|---|---|
| English | Japanese | |
| new | 新規 | new (New) |
| closed successful | クローズ（成功） | closed (Closed) |
| pending reminder | 保留中（期限付） | pending (Pending) |
| awaiting approval | 承認待ち | awaiting_approval (Awaiting Approval) |
| planning | 計画中 | planning (Planning) |
| completed | 完了 | completed (Completed) |
| in progress | 進行中 | in_progress (In Progress) |
| open | 対応中 | open (Open) |
| awaiting implementation | 実装待ち | awaiting_implementation (Awaiting Implementation) |
| declined | 拒否 | declined (Declined) |
| awaiting backout | バックアウト待ち | awaiting_backout (Awaiting Backout) |
| removed | 削除 | cancelled (Cancelled) |
| closed with workaround | ワークアラウンドで完了 | resolved (Resolved) |
| closed with backout | クローズ（バックアウト） | closed_with_backout (Closed With Backout) |
| implementing | 実行中 | implementing (Implementing) |
| investigating | 調査中 | investigating (Investigating) |
| closed unsuccessful | 失敗 | － |
| pending auto close+ | 保留（自動クローズ＋） | － |
| pending auto close- | 保留（自動クローズ－） | － |
| merged | 結合済 | － |
(2) Ticket priorities
The correspondence between ticket priority in OTOBO and ticket priority in Ops I is as follows.
| OTOBO priority | Ops I priority | ||
|---|---|---|---|
| Color | English | Japanese | |
| 1 very low | 1 最低 | very_low | |
| 2 low | 2 低 | low | |
| 3 normal | 3 中 | medium | |
| 4 high | 4 高 | high | |
| 5 very high | 5 最高 | very_high | |
(3) Ticket types
The correspondence between the ticket types in OTOBO and the ticket types in Ops I are as follows.
Types in OTOBO that do not have a corresponding type in Ops I are unsupported and cannot be used. Ticket types are described in the format “Ops I type variable name (Ops I type label name)”. The Ops I type variable name is used in YAML definitions and API settings. The Ops I type label name is the type name displayed in the Ops I GUI.
| OTOBO type | Ops I type |
|---|---|
| Case | case (Case) |
| Incident | incident (Incident) |
| Incident:Major | － |
| Problem | problem (Problem) |
| Release | release (Release) |
| RFC | rfc (RFC) |
| ServiceRequest | request (Request) |
| Task | task (Task) |
| Unclassified | unclassified (Unclassified) |