From jason.richling at pnc.com  Wed Jul  1 13:39:03 2009
From: jason.richling at pnc.com (jason.richling at pnc.com)
Date: Wed, 1 Jul 2009 09:39:03 -0400
Subject: [itsm] Jason Richling is out of the office.
Message-ID: <OF60974A27.F2B73381-ON852575E6.004AFCB5-852575E6.004AFCB5@pnc.com>


I will be out of the office starting  06/26/2009 and will not return until
07/06/2009.

I will be periodically checking and responding to email during this time.

If you need immediate assistance please contact Jeffrey Chwirut at
Jeffrey.Chwirut at pnc.com or 301-887-4174.

If this is a production issue please contact the TRS/CL2 help desk at
1-800-346-5465.


The contents of this email are the property of PNC. If it was not addressed to you, you have no legal right to read it. If you think you received it in error, please notify the sender. Do not forward or copy without permission of the sender. This message may contain an advertisement of a product or service and thus may constitute a commercial electronic mail message under US Law. The postal address for PNC is 249 Fifth Avenue, Pittsburgh, PA 15222. If you do not wish to receive any additional advertising or promotional messages from PNC at this e-mail address, click here to unsubscribe. https://pnc.p.delivery.net/m/u/pnc/uni/p.asp By unsubscribing to this message, you will be unsubscribed from all advertising or promotional messages from PNC. Removing your e-mail address from this mailing list will not affect your subscription to alerts, e-newsletters or account servicing e-mails.

From boonyamlim at yahoo.com  Tue Jul 21 07:24:41 2009
From: boonyamlim at yahoo.com (boonyam lim)
Date: Tue, 21 Jul 2009 00:24:41 -0700 (PDT)
Subject: [itsm] running from localhost
Message-ID: <56247.70854.qm@web43133.mail.sp1.yahoo.com>

Hi
?
i would like to run orts from a specific IP address, i.e. 192.168.10.35 instead of http://localhost/otrs/index.pl, how do i do that and what do i need ?


      
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From hillebrands at ihk-nordwestfalen.de  Tue Jul 21 08:01:08 2009
From: hillebrands at ihk-nordwestfalen.de (hillebrands at ihk-nordwestfalen.de)
Date: Tue, 21 Jul 2009 10:01:08 +0200
Subject: [itsm] =?iso-8859-1?q?Klaus_Hillebrands_ist_au=DFer_Haus=2E?=
Message-ID: <OF8AEC83B5.15332073-ONC12575FA.002C0CD7-C12575FA.002C0CD7@ihk.de>

I will be out of the office starting  16.07.2009 and will not return until
04.08.2009.


In dringenden F?llen wenden Sie sich bitte an :

Herrn Bernd B?ckers
Tel.: 0251-707150
eMail: boeckers at ihk-nordwestfalen.de

Mit freundlichen Gr??en

Klaus Hillebrands

Industrie- und Handelskammer Nord Westfalen
Postfach 40 24 | 48022 M?nster
Sentmaringer Weg 61 | 48151 M?nster
http://www.ihk-nordwestfalen.de

Telefon (0251) 707-363 | Telefax (0251) 707-8363




From michiel at beefreeit.nl  Tue Jul 21 13:04:02 2009
From: michiel at beefreeit.nl (Michiel Beijen)
Date: Tue, 21 Jul 2009 15:04:02 +0200
Subject: [itsm] running from localhost
In-Reply-To: <56247.70854.qm@web43133.mail.sp1.yahoo.com>
References: <56247.70854.qm@web43133.mail.sp1.yahoo.com>
Message-ID: <9eda38a40907210604w278885a7x2b76028085595d02@mail.gmail.com>

Hi Boonyam Lim,

For this you'd need to configure your webserver to accept connections from
that specific email address. You might also need to adjust the network
configuration of your server. Please look into your webserver and/or OS
documentation for more information.

After you've done that, the only OTRS specific thing you'd need to do is to
alter the FQDN (full qualified domain name) to whatever it is that you'd
like to use; go to Admin > SysConfig > Framework > Core > FQDN and make your
changes.

HTH,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


On Tue, Jul 21, 2009 at 09:24, boonyam lim <boonyamlim at yahoo.com> wrote:

> Hi
>
> i would like to run orts from a specific IP address, i.e. 192.168.10.35
> instead of http://localhost/otrs/index.pl, how do i do that and what do i
> need ?
>
>
> ---------------------------------------------------------------------
> OTRS mailing list: itsm - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/itsm
> To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
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From boonyamlim at yahoo.com  Thu Jul 23 15:53:32 2009
From: boonyamlim at yahoo.com (boonyam lim)
Date: Thu, 23 Jul 2009 08:53:32 -0700 (PDT)
Subject: [itsm] Sending email notification
In-Reply-To: <9eda38a40907210604w278885a7x2b76028085595d02@mail.gmail.com>
Message-ID: <40174.45620.qm@web43143.mail.sp1.yahoo.com>

Hi All
?
After a support ticket is sent out, i would like an email notification to be sent out to support staff, may i know which are the areas i need to set up ?

--- On Tue, 7/21/09, Michiel Beijen <michiel at beefreeit.nl> wrote:


From: Michiel Beijen <michiel at beefreeit.nl>
Subject: Re: [itsm] running from localhost
To: "OTRS::ITSM User questions and discussions" <itsm at otrs.org>
Date: Tuesday, July 21, 2009, 9:04 PM


Hi Boonyam Lim,

For this you'd need to configure your webserver to accept connections from that specific email address. You might also need to adjust the network configuration of your server. Please look into your webserver and/or OS documentation for more information. 

After you've done that, the only OTRS specific thing you'd need to do is to alter the FQDN (full qualified domain name) to whatever it is that you'd like to use; go to Admin > SysConfig > Framework > Core > FQDN and make your changes.

HTH,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Tue, Jul 21, 2009 at 09:24, boonyam lim <boonyamlim at yahoo.com> wrote:






Hi
?
i would like to run orts from a specific IP address, i.e. 192.168.10.35 instead of http://localhost/otrs/index.pl, how do i do that and what do i need ?

---------------------------------------------------------------------
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Archive: http://lists.otrs.org/pipermail/itsm
To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
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From jmcdowell at issisolutions.com  Thu Jul 23 16:48:21 2009
From: jmcdowell at issisolutions.com (Joshua McDowell)
Date: Thu, 23 Jul 2009 11:48:21 -0500
Subject: [itsm] Performance warnings that do not make sense.
In-Reply-To: <40174.45620.qm@web43143.mail.sp1.yahoo.com>
References: <40174.45620.qm@web43143.mail.sp1.yahoo.com>
Message-ID: <4A689455.2030906@issisolutions.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

OS : Fedora Core 8 ( 32 Bit )

  No matter what I try to do, I can't seem to get this error to go away.
 When I look at my httpd logs in /var/log/httpd I can clearly see that
mod_perl loads.

from /var/log/httpd/error.log
<snip>
[Thu Jul 23 11:35:15 2009] [notice] Apache/2.2.9 (Unix) DAV/2 PHP/5.2.6
mod_python/3.3.1 Python/2.5.1 mod_ssl/2.2.9 OpenSSL/0.9.8b
mod_perl/2.0.3 Perl/v5.8.8 configured -- resuming normal operations
</snip>

 So it would appear that mod_perl is already in use, yet OTRS claims
it's not.

  The Apache::DBI issue is something I just do not get at all. I have
tried EVERYTHING under the sun, and nothing works.  Any advice is
appreciated.

- From the support tab :

<snip>

Webserver
Check 	Comment 	State

Apache::DBI
Apache::DBI should be used to get a better performance (pre establish
database connections). 	Critical

Apache::Reload
You should use mod_perl to increase your performance very strong! 	Critical

Version (mod_perl)
You should use mod_perl to increase your performance (you really should
do this). 	Critical

</snip>

  Thanks in advance.

 Joshua McDowell

-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.9 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iEYEARECAAYFAkpolFMACgkQDiqOyViXQA7UsgCdEnkbX0E0wvHB7d7in2Y6cd3K
aGwAoIlflJ1jUzdCJmLOrNlozPLixGgb
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From boonyamlim at yahoo.com  Fri Jul 24 09:21:27 2009
From: boonyamlim at yahoo.com (boonyam lim)
Date: Fri, 24 Jul 2009 02:21:27 -0700 (PDT)
Subject: [itsm] user guide
Message-ID: <29776.97917.qm@web43140.mail.sp1.yahoo.com>

Hi all
?
i'm new to OTRS, the user guide/technical set up guide at otrs.org is quite brief, anyone has got more complete guide, appreciate if you could share.


      
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From michiel at beefreeit.nl  Fri Jul 24 12:24:08 2009
From: michiel at beefreeit.nl (Michiel Beijen)
Date: Fri, 24 Jul 2009 14:24:08 +0200
Subject: [itsm] Performance warnings that do not make sense.
In-Reply-To: <4A689455.2030906@issisolutions.com>
References: <40174.45620.qm@web43143.mail.sp1.yahoo.com>
	<4A689455.2030906@issisolutions.com>
Message-ID: <9eda38a40907240524s1e31d2edu697d9892d299cd43@mail.gmail.com>

Hi Joshua,

Did you read these FAQs:
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=331
and http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=343

Also, you should make sure that you enable mod_perl in your apache
configuration files BEFORE you load the otrs configuration file!

For Apache::DBI, you should do three things:
1. Install the module, via your favorite package manager or the CPAN if
necessary. (I guess you have that part ;-) )
2. Make sure it is loads in your Apache configuration files :

PerlModule Apache::DBI

3. Restart apache and you'd be good to go - check via the Support Assessment
module.

Hope this helps,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Thu, Jul 23, 2009 at 18:48, Joshua McDowell<jmcdowell at issisolutions.com>
wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> OS : Fedora Core 8 ( 32 Bit )
>
>  No matter what I try to do, I can't seem to get this error to go away.
>  When I look at my httpd logs in /var/log/httpd I can clearly see that
> mod_perl loads.
>
> from /var/log/httpd/error.log
> <snip>
> [Thu Jul 23 11:35:15 2009] [notice] Apache/2.2.9 (Unix) DAV/2 PHP/5.2.6
> mod_python/3.3.1 Python/2.5.1 mod_ssl/2.2.9 OpenSSL/0.9.8b
> mod_perl/2.0.3 Perl/v5.8.8 configured -- resuming normal operations
> </snip>
>
>  So it would appear that mod_perl is already in use, yet OTRS claims
> it's not.
>
>  The Apache::DBI issue is something I just do not get at all. I have
> tried EVERYTHING under the sun, and nothing works.  Any advice is
> appreciated.
>
> - From the support tab :
>
> <snip>
>
> Webserver
> Check   Comment         State
>
> Apache::DBI
> Apache::DBI should be used to get a better performance (pre establish
> database connections).  Critical
>
> Apache::Reload
> You should use mod_perl to increase your performance very strong!
Critical
>
> Version (mod_perl)
> You should use mod_perl to increase your performance (you really should
> do this).       Critical
>
> </snip>
>
>  Thanks in advance.
>
>  Joshua McDowell
>
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.9 (GNU/Linux)
> Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
>
> iEYEARECAAYFAkpolFMACgkQDiqOyViXQA7UsgCdEnkbX0E0wvHB7d7in2Y6cd3K
> aGwAoIlflJ1jUzdCJmLOrNlozPLixGgb
> =LiCd
> -----END PGP SIGNATURE-----
> ---------------------------------------------------------------------
> OTRS mailing list: itsm - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/itsm
> To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
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From michiel at beefreeit.nl  Fri Jul 24 13:10:38 2009
From: michiel at beefreeit.nl (Michiel Beijen)
Date: Fri, 24 Jul 2009 15:10:38 +0200
Subject: [itsm] Sending email notification
In-Reply-To: <40174.45620.qm@web43143.mail.sp1.yahoo.com>
References: <9eda38a40907210604w278885a7x2b76028085595d02@mail.gmail.com>
	<40174.45620.qm@web43143.mail.sp1.yahoo.com>
Message-ID: <9eda38a40907240610o28ec8778p467e30973bfe0014@mail.gmail.com>

Sent out?
What do you mean?
Who creates the support ticket in your case? Please supply more
information.... currently I'm not very sure what it is you are trying to
accomplish.

Kindest regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


On Thu, Jul 23, 2009 at 17:53, boonyam lim <boonyamlim at yahoo.com> wrote:

> Hi All
>
> After a support ticket is sent out, i would like an email notification to
> be sent out to support staff, may i know which are the areas i need to set
> up ?
>
> --- On *Tue, 7/21/09, Michiel Beijen <michiel at beefreeit.nl>* wrote:
>
>
> From: Michiel Beijen <michiel at beefreeit.nl>
> Subject: Re: [itsm] running from localhost
> To: "OTRS::ITSM User questions and discussions" <itsm at otrs.org>
> Date: Tuesday, July 21, 2009, 9:04 PM
>
> Hi Boonyam Lim,
>
> For this you'd need to configure your webserver to accept connections from
> that specific email address. You might also need to adjust the network
> configuration of your server. Please look into your webserver and/or OS
> documentation for more information.
>
> After you've done that, the only OTRS specific thing you'd need to do is to
> alter the FQDN (full qualified domain name) to whatever it is that you'd
> like to use; go to Admin > SysConfig > Framework > Core > FQDN and make your
> changes.
>
> HTH,
> --
> Michiel Beijen
> Software Consultant
> +31 6 - 457 42 418
> Bee Free IT + http://beefreeit.nl
>
>
> On Tue, Jul 21, 2009 at 09:24, boonyam lim <boonyamlim at yahoo.com<http://us.mc431.mail.yahoo.com/mc/compose?to=boonyamlim at yahoo.com>
> > wrote:
>
>>   Hi
>>
>> i would like to run orts from a specific IP address, i.e. 192.168.10.35
>> instead of http://localhost/otrs/index.pl, how do i do that and what do i
>> need ?
>>
>>
>> ---------------------------------------------------------------------
>> OTRS mailing list: itsm - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/itsm
>> To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm
>>
>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
>> http://www.otrs.com/en/support/enterprise-subscription/
>>
>
>
> -----Inline Attachment Follows-----
>
> ---------------------------------------------------------------------
> OTRS mailing list: itsm - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/itsm
> To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
>
>
> ---------------------------------------------------------------------
> OTRS mailing list: itsm - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/itsm
> To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
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From boonyamlim at yahoo.com  Fri Jul 24 15:44:41 2009
From: boonyamlim at yahoo.com (boonyam lim)
Date: Fri, 24 Jul 2009 08:44:41 -0700 (PDT)
Subject: [itsm] Sending email notification
In-Reply-To: <9eda38a40907240610o28ec8778p467e30973bfe0014@mail.gmail.com>
Message-ID: <204892.15744.qm@web43145.mail.sp1.yahoo.com>

Hi
?
Once the support ticket is created by the help desk, any email notication will be sending out to support staff ? if yes, how to set up the email notication at OTRS ?

--- On Fri, 7/24/09, Michiel Beijen <michiel at beefreeit.nl> wrote:


From: Michiel Beijen <michiel at beefreeit.nl>
Subject: Re: [itsm] Sending email notification
To: "OTRS::ITSM User questions and discussions" <itsm at otrs.org>
Date: Friday, July 24, 2009, 9:10 PM


Sent out? 
What do you mean? 
Who creates the support ticket in your case? Please supply more information..... currently I'm not very sure what it is you are trying to accomplish.

Kindest regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Thu, Jul 23, 2009 at 17:53, boonyam lim <boonyamlim at yahoo.com> wrote:






Hi All
?
After a support ticket is sent out, i would like an email notification to be sent out to support staff, may i know which are the areas i need to set up ?

--- On Tue, 7/21/09, Michiel Beijen <michiel at beefreeit.nl> wrote:


From: Michiel Beijen <michiel at beefreeit.nl>
Subject: Re: [itsm] running from localhost
To: "OTRS::ITSM User questions and discussions" <itsm at otrs.org>
Date: Tuesday, July 21, 2009, 9:04 PM


Hi Boonyam Lim,

For this you'd need to configure your webserver to accept connections from that specific email address. You might also need to adjust the network configuration of your server. Please look into your webserver and/or OS documentation for more information. 

After you've done that, the only OTRS specific thing you'd need to do is to alter the FQDN (full qualified domain name) to whatever it is that you'd like to use; go to Admin > SysConfig > Framework > Core > FQDN and make your changes.

HTH,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Tue, Jul 21, 2009 at 09:24, boonyam lim <boonyamlim at yahoo.com> wrote:






Hi
?
i would like to run orts from a specific IP address, i.e. 192.168.10.35 instead of http://localhost/otrs/index.pl, how do i do that and what do i need ?

---------------------------------------------------------------------
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From jmcdowell at issisolutions.com  Fri Jul 24 16:25:06 2009
From: jmcdowell at issisolutions.com (Joshua McDowell)
Date: Fri, 24 Jul 2009 11:25:06 -0500
Subject: [itsm] Performance warnings that do not make sense.
In-Reply-To: <9eda38a40907240524s1e31d2edu697d9892d299cd43@mail.gmail.com>
References: <40174.45620.qm@web43143.mail.sp1.yahoo.com>	<4A689455.2030906@issisolutions.com>
	<9eda38a40907240524s1e31d2edu697d9892d299cd43@mail.gmail.com>
Message-ID: <4A69E062.2070809@issisolutions.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1


  I read most of what you sent, although I am getting a little better
grip on it now.

 I have changed both the
<otrs_install_path>/scripts/apache-perl-startup.pl and the
<otrs_install_path>/scripts/apache2-perl-startup.pl and still nothing.
When I execute either script, I get a "MOD_PERL not used!" Error, but
when I check apache, clearly it's using it.  I am confused.

 :D


Michiel Beijen wrote:
> Hi Joshua,
> 
> Did you read these FAQs:
> http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=331
> and http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=343
> 
> Also, you should make sure that you enable mod_perl in your apache
> configuration files BEFORE you load the otrs configuration file!
> 
> For Apache::DBI, you should do three things:
> 1. Install the module, via your favorite package manager or the CPAN if
> necessary. (I guess you have that part ;-) )
> 2. Make sure it is loads in your Apache configuration files :
> 
> PerlModule Apache::DBI
> 
> 3. Restart apache and you'd be good to go - check via the Support Assessment
> module.
> 
> Hope this helps,
> --
> Michiel Beijen
> Software Consultant
> +31 6 - 457 42 418
> Bee Free IT + http://beefreeit.nl
> 
> 
> 
> On Thu, Jul 23, 2009 at 18:48, Joshua McDowell<jmcdowell at issisolutions.com>
> wrote:
> OS : Fedora Core 8 ( 32 Bit )
> 
>  No matter what I try to do, I can't seem to get this error to go away.
>  When I look at my httpd logs in /var/log/httpd I can clearly see that
> mod_perl loads.
> 
> from /var/log/httpd/error.log
> <snip>
> [Thu Jul 23 11:35:15 2009] [notice] Apache/2.2.9 (Unix) DAV/2 PHP/5.2.6
> mod_python/3.3.1 Python/2.5.1 mod_ssl/2.2.9 OpenSSL/0.9.8b
> mod_perl/2.0.3 Perl/v5.8.8 configured -- resuming normal operations
> </snip>
> 
>  So it would appear that mod_perl is already in use, yet OTRS claims
> it's not.
> 
>  The Apache::DBI issue is something I just do not get at all. I have
> tried EVERYTHING under the sun, and nothing works.  Any advice is
> appreciated.
> 
> - From the support tab :
> 
> <snip>
> 
> Webserver
> Check   Comment         State
> 
> Apache::DBI
> Apache::DBI should be used to get a better performance (pre establish
> database connections).  Critical
> 
> Apache::Reload
> You should use mod_perl to increase your performance very strong!
>> Critical
> Version (mod_perl)
> You should use mod_perl to increase your performance (you really should
> do this).       Critical
> 
> </snip>
> 
>  Thanks in advance.
> 
>  Joshua McDowell
> 
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From michiel at beefreeit.nl  Fri Jul 24 17:58:57 2009
From: michiel at beefreeit.nl (Michiel Beijen)
Date: Fri, 24 Jul 2009 19:58:57 +0200
Subject: [itsm] Sending email notification
In-Reply-To: <204892.15744.qm@web43145.mail.sp1.yahoo.com>
References: <9eda38a40907240610o28ec8778p467e30973bfe0014@mail.gmail.com>
	<204892.15744.qm@web43145.mail.sp1.yahoo.com>
Message-ID: <9eda38a40907241058r5f525a6bj67ede16bfab29e66@mail.gmail.com>

Well, take this scenario:
you have a service desk. The service desk creates a ticket for a
customer; they assign the ticket to a "Networking" queue. You'd like
the people in the Networking queue to receive a notification via email
that there is a new ticket to work on.

To achieve this you'd have to do the following: the support staff in
the networking queue should log in to OTRS, go to Preferences, make
sure the "Networking" queue is selected under "My Queues", and select
"Yes" under "New Ticket notification".

If you'd like to customize the message that goes out, just go to Admin
> Notification, click on en::Agent::NewTicket (or any other language
that you tend to use), click Change and make your modifications. Then
click Update and the message now has your wording in it..! Easy as
cake... (well, almost).

Does this answer your question?

If you'd have further questions, or I misunderstood what you're trying
to achieve, please do not hesitate to ask!

Kindest regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Fri, Jul 24, 2009 at 17:44, boonyam lim<boonyamlim at yahoo.com> wrote:
> Hi
>
> Once the support ticket is created by the help desk, any email notication
> will be sending out to support staff ? if yes, how to set up the email
> notication at OTRS ?
> --- On Fri, 7/24/09, Michiel Beijen <michiel at beefreeit.nl> wrote:
>
> From: Michiel Beijen <michiel at beefreeit.nl>
> Subject: Re: [itsm] Sending email notification
> To: "OTRS::ITSM User questions and discussions" <itsm at otrs.org>
> Date: Friday, July 24, 2009, 9:10 PM
>
> Sent out?
> What do you mean?
> Who creates the support ticket in your case? Please supply more
> information.... currently I'm not very sure what it is you are trying to
> accomplish.
>
> Kindest regards,
> --
> Michiel Beijen
> Software Consultant
> +31 6 - 457 42 418
> Bee Free IT + http://beefreeit.nl
>
>
> On Thu, Jul 23, 2009 at 17:53, boonyam lim <boonyamlim at yahoo.com> wrote:
>>
>> Hi All
>>
>> After a support ticket is sent out, i would like an email notification to
>> be sent out to support staff, may i know which are the areas i need to set
>> up ?
>>
>> --- On Tue, 7/21/09, Michiel Beijen <michiel at beefreeit.nl> wrote:
>>
>> From: Michiel Beijen <michiel at beefreeit.nl>
>> Subject: Re: [itsm] running from localhost
>> To: "OTRS::ITSM User questions and discussions" <itsm at otrs.org>
>> Date: Tuesday, July 21, 2009, 9:04 PM
>>
>> Hi Boonyam Lim,
>>
>> For this you'd need to configure your webserver to accept connections from
>> that specific email address. You might also need to adjust the network
>> configuration of your server. Please look into your webserver and/or OS
>> documentation for more information.
>>
>> After you've done that, the only OTRS specific thing you'd need to do is
>> to alter the FQDN (full qualified domain name) to whatever it is that you'd
>> like to use; go to Admin > SysConfig > Framework > Core > FQDN and make your
>> changes.
>>
>> HTH,
>> --
>> Michiel Beijen
>> Software Consultant
>> +31 6 - 457 42 418
>> Bee Free IT + http://beefreeit.nl
>>
>>
>> On Tue, Jul 21, 2009 at 09:24, boonyam lim <boonyamlim at yahoo.com> wrote:
>>>
>>> Hi
>>>
>>> i would like to run orts from a specific IP address, i.e. 192.168.10.35
>>> instead of http://localhost/otrs/index.pl, how do i do that and what do i
>>> need ?
>>>
>>> ---------------------------------------------------------------------
>>> OTRS mailing list: itsm - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/itsm
>>> To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm
>>>
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>>
>>
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>>
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>>
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>>
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>
>
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From Vinayak.ragho at mphasis.com  Sat Jul 25 05:12:29 2009
From: Vinayak.ragho at mphasis.com (Vinayak ragho)
Date: Sat, 25 Jul 2009 10:42:29 +0530
Subject: [itsm] Escalation Notification Sent to Leader
In-Reply-To: <mailman.3696.1248450319.5337.itsm@otrs.org>
References: <mailman.3696.1248450319.5337.itsm@otrs.org>
Message-ID: <C0421B2EC6F5574897B62C81747B55B0020F64F3@MPBABTPEX01.corp.mphasis.com>

Team,

In OTRS 2.3, how escalation email address for each queue can be
configured? So that if any of the ticket in the particular queue is
about to breach escalation time line a notification should go to this
email address. Notification should not go for any normal ticket raising.

Regards
Vinayak

-----Original Message-----
From: itsm-bounces at otrs.org [mailto:itsm-bounces at otrs.org] On Behalf Of
itsm-request at otrs.org
Sent: Friday, July 24, 2009 9:15 PM
To: itsm at otrs.org
Subject: itsm Digest, Vol 26, Issue 7

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Today's Topics:

   1. Re:  Sending email notification (boonyam lim)


----------------------------------------------------------------------

Message: 1
Date: Fri, 24 Jul 2009 08:44:41 -0700 (PDT)
From: boonyam lim <boonyamlim at yahoo.com>
Subject: Re: [itsm] Sending email notification
To: "OTRS::ITSM User questions and discussions" <itsm at otrs.org>
Message-ID: <204892.15744.qm at web43145.mail.sp1.yahoo.com>
Content-Type: text/plain; charset="iso-8859-1"

Hi
?
Once the support ticket is created by the help desk, any email
notication will be sending out to support staff ? if yes, how to set up
the email notication at OTRS ?

--- On Fri, 7/24/09, Michiel Beijen <michiel at beefreeit.nl> wrote:


From: Michiel Beijen <michiel at beefreeit.nl>
Subject: Re: [itsm] Sending email notification
To: "OTRS::ITSM User questions and discussions" <itsm at otrs.org>
Date: Friday, July 24, 2009, 9:10 PM


Sent out? 
What do you mean? 
Who creates the support ticket in your case? Please supply more
information..... currently I'm not very sure what it is you are trying
to accomplish.

Kindest regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Thu, Jul 23, 2009 at 17:53, boonyam lim <boonyamlim at yahoo.com> wrote:






Hi All
?
After a support ticket is sent out, i would like an email notification
to be sent out to support staff, may i know which are the areas i need
to set up ?

--- On Tue, 7/21/09, Michiel Beijen <michiel at beefreeit.nl> wrote:


From: Michiel Beijen <michiel at beefreeit.nl>
Subject: Re: [itsm] running from localhost
To: "OTRS::ITSM User questions and discussions" <itsm at otrs.org>
Date: Tuesday, July 21, 2009, 9:04 PM


Hi Boonyam Lim,

For this you'd need to configure your webserver to accept connections
from that specific email address. You might also need to adjust the
network configuration of your server. Please look into your webserver
and/or OS documentation for more information. 

After you've done that, the only OTRS specific thing you'd need to do is
to alter the FQDN (full qualified domain name) to whatever it is that
you'd like to use; go to Admin > SysConfig > Framework > Core > FQDN and
make your changes.

HTH,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Tue, Jul 21, 2009 at 09:24, boonyam lim <boonyamlim at yahoo.com> wrote:






Hi
?
i would like to run orts from a specific IP address, i.e. 192.168.10.35
instead of http://localhost/otrs/index.pl, how do i do that and what do
i need ?

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From boonyamlim at yahoo.com  Wed Jul 29 03:02:29 2009
From: boonyamlim at yahoo.com (boonyam lim)
Date: Tue, 28 Jul 2009 20:02:29 -0700 (PDT)
Subject: [itsm] issuestracking
Message-ID: <815569.85382.qm@web43143.mail.sp1.yahoo.com>

Hi all
?
Within OTRS or ITSM, is there a function/module allows us to keep track the issues reported by support staff/client and we could monitoring the status ?


      
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From it-news at gugler.at  Fri Jul 31 11:27:03 2009
From: it-news at gugler.at (it-news (Josef Lahmer))
Date: Fri, 31 Jul 2009 13:27:03 +0200
Subject: [itsm] feature: barcode-integration in otrs::itsm
Message-ID: <A5CDEDEDBFC9C14487B8EAE8BA0EF69F0167E68C@server-gcm.gcm.gugler.at>

dear list,

im searching for an barcode integration for otrs::itsm config-item's.

one idea is to have an extra printing pdf with barcode item for
config-items.
second idea is an extra barcode search field to check if the item is an
software/hardware/network ...

i've also thought to use existing barcodes (eg the mac-adresses or
serial numbers of the systems)

has anybody implemented such a solution?

regards,
josy

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