October 2012 - itsm - OTRS mailing lists

ChangeBuilder question
by padawan 26 Oct '12

26 Oct '12

Hello, I'm getting the grip on otrs, albeit quite a newbie for now... I have configured two roles: "Change Managers" and "Support"; the first is member of the default group "itsm-change-manager", the second is member of "itsm-change-builder", and of course few agents associated with a role or the other. I would like to disable the change of state "Approved" and/or "Rejected" for agents belonging to the role "Support", I would like to give only to the change managers the possibility to approve/reject. Essentially my problem is that any agent with permissions to create a change, can also change its status into approved. Thanks in advance for any help :) Regards, Sono

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Linking table dynamic_field_value to another table associated with a specific ticket for reporting purposes
by Roche, Matthew 26 Oct '12

26 Oct '12

Hi We have added an extra text field called comments in the Additional ITSM field of our tickets to be used as a quick status update, we then want to use SQL Server Reporting Services to pull this information through and link it to the specific ticket it is associated with. I have identified that the text I enter in to comments box shows up in the table dynamic_field_value in the value_text column and has an associated field_id of 46 What I cannot work out is how to associate this to the specific ticket the comment was entered in to so I can pull this info forward to SRSS Any ideas/suggestions Matt Roche IT Support Analyst MIQ Logistics Limited Unit 1, Alpha Way Thorpe Industrial Park Egham, Surrey TW20 8RZ United Kingdom Direct Tel: +44 (0) 1784 480136 Facsimile: +44 (0) 1784 480177 Email: Matthew.Roche(a)MIQ.COM Website: www.miq.com<http://www.miq.com/> Newsfeed: www.miq-rss.info<http://www.miq-rss.info/> Twitter: http://twitter.com/miqlogistics Directions:www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10…<http://www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10000&…> Except as otherwise agreed in writing, signed by a director of MIQ Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association's conditions of contract current at the time of contract (UKWA) and all other services provided by MIQ Logistics are provided subject to the British International Freight Association's standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA & BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions. Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by MIQ Logistics. http://www.bifa.org/_attachments/Resources/1105_S4.pdf http://www.ukwa.org.uk/_files/6-conditions-of-contract-sample-6.pdf

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Added a Dynamic Field and need to find it in the Database
by Keesing, Ben 26 Oct '12

26 Oct '12

Hi All, I have added a Dynamic Field and am wondering where I would find it in the database? Kind Regards, Ben Keesing IT Support Administrator 01784480187 MIQ Logistics Limited Unit 1, Alpha Way Thorpe Industrial Park Egham, Surrey TW20 8RZ United Kingdom Email: Ben.Keesing(a)MIQ.com Website: www.miq.com Newsfeed: www.miq-rss.info Twitter: http://twitter.com/miqlogistics Directions:www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10… Except as otherwise agreed in writing, signed by a director of MIQ Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association's conditions of contract current at the time of contract (UKWA) and all other services provided by MIQ Logistics are provided subject to the British International Freight Association's standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA & BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions. Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by MIQ Logistics. http://www.ukwa.org.uk/_files/6-conditions-of-contract-sample-6.pdf http://www.bifa.org/_attachments/Resources/1105_S4.pdf Company Registration Number: 2773769

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Adding a new State to Changes
by Keesing, Ben 22 Oct '12

22 Oct '12

Hi, We are currently running OTRS::ITSM 3.1.4 and are beginning to use the Changes section. We would like to add a custom state in. When I had a look in the admin section I could see the option to add one for a normal ticket but not for a Change. Please let me know if there is any more information that is needed. Kind Regards, Ben Keesing IT Support Administrator 01784480187 MIQ Logistics Limited Unit 1, Alpha Way Thorpe Industrial Park Egham, Surrey TW20 8RZ United Kingdom Email: Ben.Keesing(a)MIQ.com Website: www.miq.com Newsfeed: www.miq-rss.info Twitter: http://twitter.com/miqlogistics Directions:www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10… Except as otherwise agreed in writing, signed by a director of MIQ Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association's conditions of contract current at the time of contract (UKWA) and all other services provided by MIQ Logistics are provided subject to the British International Freight Association's standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA & BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions. Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by MIQ Logistics. http://www.ukwa.org.uk/_files/6-conditions-of-contract-sample-6.pdf http://www.bifa.org/_attachments/Resources/1105_S4.pdf Company Registration Number: 2773769

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ITSM ConfigItem Class
by Wagner 20 Oct '12

20 Oct '12

Hello, I'm writing a definition for a ConfigItem Class, and would like to know if is there a way to add some kind of field that it's another ConfigItem Class This way I could link the Classes Computer and Software for example, and would know which software runs in which computer Is this possible? Thanks

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Invitation to connect on LinkedIn
by Mohan Maalagi 19 Oct '12

19 Oct '12

LinkedIn ------------ I'd like to add you to my professional network on LinkedIn. - Mohan Mohan Maalagi Linux Administrator at GREEN TURTLES TECHNOLOGIES Bengaluru Area, India Confirm that you know Mohan Maalagi: https://www.linkedin.com/e/5ce12v-h8h1a3r1-2i/isd/9156294197/BXiWEPtp/?hs=f… -- You are receiving Invitation to Connect emails. Click to unsubscribe: http://www.linkedin.com/e/5ce12v-h8h1a3r1-2i/dQvsKcTRSm3nPs80xCWCADM/goo/it… (c) 2012 LinkedIn Corporation. 2029 Stierlin Ct, Mountain View, CA 94043, USA.

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Link a CI with a customer
by DEVRED Nicolas 01 Oct '12

01 Oct '12

Hello, Is it possible with the CMDB module to link a Customer with a CI ? ND

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