https://pandorafms.com/manual/!781/ 2026-06-04T02:33:57+00:00 https://pandorafms.com/manual/!781/ https://pandorafms.com/manual/!781/_media/wiki/favicon.ico text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/01_pandora_itsm_installing?rev=1747043424&do=diff Installation Minimum requirements RequirementMinimumRecommendedDisk space 10GB20GBCPU2.4Ghz CPU - Dual CoreDepends on useRAM1GB4GBBase SystemEL 8 (RHEL 8, Rocky Linux 8, AlmaLinux 8), Ubuntu server 22.04.MySQL8 or laterPHP8 or laterWeb BrowsersChrome, Edge, Firefox; after 2016. text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/02_pandora_itsm_management?rev=1747043424&do=diff Management of users, permissions, groups Users and groups One of the most important features of Pandora ITSM is the possibility of working with different groups of users and that it allows access and display of separate elements, so that each group only sees its information and items, the content being invisible for the other groups. These user groups may be different departments, customers, or companies. This feature is generally known as a Multitenant environment. text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/03_pandora_itsm_updating?rev=1747043424&do=diff Pandora ITSM Upgrade In Pandora ITSM there are two ways for updating and installing all the necessary versions until the last released version is reached. The first one may be done through the graphical interface and the second one is intended for system administrators or by automated processes. text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/04_pandora_itsm_interface?rev=1747043424&do=diff Pandora ITSM Interface Login screen See "Connecting for the first time", as the screens are different and additional steps must be carried out. The default credentials are: * User: admin. * Password: integria. Once valid login credentials are entered, the Web Console will display the main welcome page by default. This home page may also be customized by users, as explained in section text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/05_pandora_itsm_ticketing?rev=1747043424&do=diff Ticketing and Support A ticket may be understood as a generic incident to a support team, a question, to report a problem, etc. Tickets have a series of basic features such as the urgency or criticality of the issue, a title, the assigned group, and the users involved in it and their status, as well as advanced features such as the text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/06_pandora_itsm_workflow?rev=1747043424&do=diff Support and Workflow Pandora ITSM allows you to control your ticket workflow by Workflow rules and Status mapping. Workflow Rules Menu Support → Workflow → Workflow rules. In this section, you may define custom rules for automated ticket management. Due to the power of this feature, only administrator users ( text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/07_pandora_itsm_email?rev=1747043424&do=diff Email support and management Pandora ITSM allows ticket creation or editing by sending emails. Email ticket management is based on the same principles of ACL as the Pandora ITSM interface itself. This feature is based on the mail queues configured in each of the groups. Therefore, the mail queues of the relevant groups must be previously configured (see text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/08_pandora_itsm_knowledge?rev=1747043424&do=diff Support and Knowledge Base Pandora ITSM allows managing a Knowledge Base (KB). Its purpose is to keep useful information organized in articles that belong to a certain product, to a category, and so on. Knowledge Base Menu Support → Knowledge base → Browse text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/10_pandora_itsm_downloads?rev=1747043424&do=diff Support and Downloads Pandora ITSM has a centralized Download environment, which enables file and software release distribution to its customers and users. All Downloads items must belong to a Category, which may be related to a group. This allows access control of different users. Also, Downloads are categorized into Folders. text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/10_pandora_itsm_wiki?rev=1747043424&do=diff Wiki The Wiki is a very basic system for sharing information with other users. It contains formatted, structured text with external and internal hyperlinks. Pandora ITSM has an ACL system by which you may restrict who has read or write access to it. It also has an extended text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/11_pandora_itsm_inventory?rev=1747043424&do=diff Inventory and CMDB Inventory The Inventory feature provides all the utilities necessary to manage the whole set of items available to the company, find out their location, their manufacturer, their support contracts, contact persons and phone numbers, references and serial numbers, etc. Inventory items can be associated to tickets, text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/12_pandora_itsm_crm?rev=1747043424&do=diff Customer Management CRM Customer Management The entire Customer relationship management or CRM part of Pandora ITSM is designed to support support support management by incorporating a database of contacts, companies and contracts. It is designed to keep an integrated follow-up of the management of support contracts, software licenses and their expiration dates. It can even be used to issue invoices more text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/13_pandora_itsm_projects?rev=1747043424&do=diff Project Management Pandora ITSM allows dynamic project management including planning, monitoring and reporting. So it is possible to plan times (and costs) and also to see project evolution over time thanks to the allocation of hours of the people collaborating in projects. This hour allocation may be done in detail, in the form of text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/14_pandora_itsm_time?rev=1747043424&do=diff Time management Pandora ITSM includes a feature that allows clocking in, i.e. users may click in, register the breaks they take during their workday, specify whether they are remote or on-site, and end their workday. A can also be carried. For the elaboration of a history and access to staff activity, there are monthly and weekly reports. text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/15_pandora_itsm_reports?rev=1747043424&do=diff Reports The reports section brings together reports from different areas: , and . It also incorporates a custom report creator through SQL queries and a report scheduler to be able to plan automatic report creation and forwarding once in a while. text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/16_pandora_itsm_ai?rev=1747043424&do=diff Chatbot and Artificial Intelligence Introduction Pandora ITSM chatbot is made up of two services: a conversation or chat server (with its WEB client) and a conversational artificial intelligence engine (optional). The artificial intelligence engine can be used to learn from the information entered into text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/17_pandora_itsm_advanced?rev=1747043424&do=diff Advanced settings Settings Once you have finished modifying the token values, click Update to save the changes in the database. General setup Setup → Setup → General setup menu. * Language: Global language for the system (by default text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/18_pandora_itsm_pandorarc?rev=1747043424&do=diff Integration with Pandora RC Pandora RC (formerly called eHorus) is a remote computer management system that relies on the cloud (Software as a Service or SaaS) to connect to computers, regardless of changes in IP address, firewalls or other network changes. text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/19_pandora_itsm_gitlab?rev=1747043424&do=diff GitLab Pandora ITSM allows the display of tickets created in GitLab®. Thanks to this feature, all tickets within the same tool will be merged. Setup Setup → Setup → GitLab menu. In order to access the GitLab® ticket listing, the Enable GitLab option must be enabled. text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/20_pandora_itsm_pandorafms?rev=1747043424&do=diff Integration with Pandora FMS Pandora FMS is a monitoring software aimed at all types of environments. It is currently fully integrated, since from Pandora FMS you may create and close tickets manually or automatically through alerts or event responses, as well as see and edit them from the section conceived for that purpose. text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/21_pandora_itsm_api?rev=1747043424&do=diff Pandora ITSM API API 2.0 version (current) Version 101 or later. Security * SSL connections must be used to prevent sensitive information from being viewed by third parties on the network. * Some web browsers using HTTP (instead of HTTPS) may refuse to connect to the PITSM text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/22_pandora_itsm_versions?rev=1747043424&do=diff Versioning of Pandora ITSM Correspondence table between the different Pandora ITSM Enterprise updates in relation to Version/Offline Update Manager (OUM)/Minor Release (MR) /Date. Version OUM MR Date 5.0.1051059810 feb. 20255.0.1041049707 jun. 20245.0.1031039601 apr. 20245.0.102 text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/23_pandora_itsm_glossary?rev=1747043424&do=diff Glossary Definitions The purpose of this glossary is to unify and define in detail all the definitions of terms commonly used in Pandora ITSM. ACL * Determine user permissions. * In PITSM they are defined by assigning a user User mode over a group. Superadmin text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/24_pandora_itsm_email_mso365?rev=1747043424&do=diff Integration with Microsoft Office 365 mail server protocols Creating application and obtaining identifiers First, log into the https://portal.azure.com/ portal and search for Azure Active Directory®. It is recommended to implement in Azure® to increase access security. text/html 2025-05-12T09:50:24+00:00 Anonymous (anonymous@undisclosed.example.com) https://pandorafms.com/manual/!781/en/documentation/10_pandora_itsm/start?rev=1747043424&do=diff Pandora ITSM 10_pandora_itsm index