October 2007 - itsm - OTRS mailing lists

ITSM Config Item
by Antonio Sarmiento 24 Oct '07

24 Oct '07

Does anyone know how this info is stored? I install OTRS and ITSM without errors. I am using the win32 installation pack over Windows XP. In chapter 6.6 of the ITSM Book shows CIs recorded, but don´t say how to do that. Thank Antonio Sarmiento

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add group in Frontend::Agent::ModuleRegistration
by Jan Stanik 22 Oct '07

22 Oct '07

Hi, after installation OTRS::ITSM v. 1.0.3 it's not possible to add group in sysconfig option Frontend::Agent::ModuleRegistration for ITSM. Config page is reloading up to the server timeout. How can I solve it? thank you -- JaS

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Slow Response on OTRS
by Mail 11 Oct '07

11 Oct '07

Hi, We are using OTRS 2.1 and see the reposne time for any action (empty answer,update free fields...etc) is very slow. Could you please help to better the performance. regards Prabhakar Share files, take polls, and discuss your passions - all under one roof. Go to http://in.promos.yahoo.com/groups

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Easy problem!!
by FTBINC 04 Oct '07

04 Oct '07

Hello all: I have just installed OTRS. I can not find how to change the displayed logo and company on the customer.pl page. It works, my customers can log in, but I would really like to have the agency name at the top along with the logo instead of “LOGO” and “COMPANY NAME” I’m sure this is an easy question and I have just over looked it in the documentation. Can anyone help? Thanks Paul

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ITSM Config Item
by Kevin Valleroy 02 Oct '07

02 Oct '07

I am currently trying to get ITSM installed and working. I have installed the ITSM modules and they install without errors. When I try to go to config item, I only have the system name and type of system (Production, Planning....). I have uninstalled and re-installed the modules and have the same issue. I also installed OTIS::ITSM on a new server and have the same problem. All the other ITSM modules - Service, SLA seem to be working ok. >From what I can tell there are no fields in the database to store the information- unless I am looking in the wrong place. Does anyone know where this info is stored? I am using a Windows 2003 sp2 with Microsoft SQL 2000 sp4 and Apache as the web server. Is it a problem with the SQL scripts that set up the database as MS is still new to OTRS? Kevin Valleroy Network Administrator Starion Financial

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Free Fields Updation
by Mail 02 Oct '07

02 Oct '07

Hi, On the new OTRS with ITSM could you please confirm if the free field updation is configurable to mandatorily update the fields before closing the ticket? regards Prabhakar Share files, take polls, and discuss your passions - all under one roof. Go to http://in.promos.yahoo.com/groups

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RE: [itsm] ITSM 1.0.3 - error installing ITSMTicket module
by Hein Koorts 02 Oct '07

02 Oct '07

Hi Manuel, Once again thanks for your response and advice. I have followed your instruction and was able to install the ITSMTicket, and subsequent packages without any problems. All seems to run good. Thanks again. Regards, Hein From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Manuel Hecht Sent: 02 October 2007 13:03 To: 'OTRS::ITSM User questions and discussions' Subject: AW: [itsm] ITSM 1.0.3 - error installing ITSMTicket module Hi Uninstall of the 001 version and install of the 002 version is not required. There are only one small change between otrs-2.2.3-001-win32.exe and otrs-2.2.3-002-win32.exe. You can patch your installation manually. Open the MySQL-Config-File (c:\OTRS\mysql\my.ini) Rename the line [mysqld-nt] to [mysqld] and save the file. Restart the MySQL-server and you can install the ITSM-packages without any errors. Best regards, Manuel Hecht ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18 http://www.otrs.com/ :: Communication with success! Von: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Hein Koorts Gesendet: Dienstag, 2. Oktober 2007 12:46 An: OTRS::ITSM User questions and discussions Betreff: RE: [itsm] ITSM 1.0.3 - error installing ITSMTicket module Thanks Manuel, I have downloaded the updated window installer version "otrs-2.2.3-002-win32.exe" as indicated by the link that you have forwarded to me. By applying this update, is it required that I first uninstall previous versions / installations of Apache, CRN & MySQL? I see that the installer doesn't allow existing services of these applications. I'm worried that I have to redo all my configurations and settings up till now, unless I'm able to back it up and restore it? Regards, Hein From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Manuel Hecht Sent: 02 October 2007 11:23 To: 'OTRS::ITSM User questions and discussions' Subject: AW: [itsm] ITSM 1.0.3 - error installing ITSMTicket module Hi Please have a lock at: http://bugs.otrs.org/show_bug.cgi?id=2307 Best regards, Manuel Hecht ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18 http://www.otrs.com/ :: Communication with success! Von: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Hein Koorts Gesendet: Dienstag, 2. Oktober 2007 10:14 An: itsm(a)otrs.org Betreff: [itsm] ITSM 1.0.3 - error installing ITSMTicket module Hi, I'm busy installing OTRS v2.2.3 and want to add the ITSM v1.0.3 modules, but when installing the "ITSMTicket" module via the Package Manager (the opm files are stored locally on my drive), I get the below error: Error: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_r[..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Oct 2 08:00:13 2007 Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_repository (name, version, vendor, filename, content_size, content_type, content, install_status, create_time, create_by, change_time, change_by) VALUES ('ITSMTicket', '1.0.3', 'OTRS GmbH', 'ITSMTicket-1.0.3.xml', '213', 'text/xml', ?, 'not installed', current_timestamp, 1, current_timestamp, 1)' Traceback (16996): Module: Kernel::System::Package::RepositoryAdd (v1.67) Line: 263 Module: Kernel::System::Package::PackageInstall (v1.67) Line: 565 Module: Kernel::Modules::AdminPackageManager::Run (v1.46) Line: 1083 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_wwwroot_OTRS_otrs_bin_cgi_2dbin_i ndex_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 My system is as follows: MS Server 2003 Apache 2.2.4 MySQL v5.0.37 Perl 5.8.8 build 819 Does someone know how to correct and overcome this? If so, please let me know as I'm very eager to get this application up & running. Thanks, HK

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RE: [itsm] ITSM 1.0.3 - error installing ITSMTicket module
by Hein Koorts 02 Oct '07

02 Oct '07

Thanks Manuel, I have downloaded the updated window installer version "otrs-2.2.3-002-win32.exe" as indicated by the link that you have forwarded to me. By applying this update, is it required that I first uninstall previous versions / installations of Apache, CRN & MySQL? I see that the installer doesn't allow existing services of these applications. I'm worried that I have to redo all my configurations and settings up till now, unless I'm able to back it up and restore it? Regards, Hein From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Manuel Hecht Sent: 02 October 2007 11:23 To: 'OTRS::ITSM User questions and discussions' Subject: AW: [itsm] ITSM 1.0.3 - error installing ITSMTicket module Hi Please have a lock at: http://bugs.otrs.org/show_bug.cgi?id=2307 Best regards, Manuel Hecht ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18 http://www.otrs.com/ :: Communication with success! Von: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Hein Koorts Gesendet: Dienstag, 2. Oktober 2007 10:14 An: itsm(a)otrs.org Betreff: [itsm] ITSM 1.0.3 - error installing ITSMTicket module Hi, I'm busy installing OTRS v2.2.3 and want to add the ITSM v1.0.3 modules, but when installing the "ITSMTicket" module via the Package Manager (the opm files are stored locally on my drive), I get the below error: Error: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_r[..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Oct 2 08:00:13 2007 Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_repository (name, version, vendor, filename, content_size, content_type, content, install_status, create_time, create_by, change_time, change_by) VALUES ('ITSMTicket', '1.0.3', 'OTRS GmbH', 'ITSMTicket-1.0.3.xml', '213', 'text/xml', ?, 'not installed', current_timestamp, 1, current_timestamp, 1)' Traceback (16996): Module: Kernel::System::Package::RepositoryAdd (v1.67) Line: 263 Module: Kernel::System::Package::PackageInstall (v1.67) Line: 565 Module: Kernel::Modules::AdminPackageManager::Run (v1.46) Line: 1083 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_wwwroot_OTRS_otrs_bin_cgi_2dbin_i ndex_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 My system is as follows: MS Server 2003 Apache 2.2.4 MySQL v5.0.37 Perl 5.8.8 build 819 Does someone know how to correct and overcome this? If so, please let me know as I'm very eager to get this application up & running. Thanks, HK

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ITSM 1.0.3 - error installing ITSMTicket module
by Hein Koorts 02 Oct '07

02 Oct '07

Hi, I'm busy installing OTRS v2.2.3 and want to add the ITSM v1.0.3 modules, but when installing the "ITSMTicket" module via the Package Manager (the opm files are stored locally on my drive), I get the below error: Error: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_r[..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Oct 2 08:00:13 2007 Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_repository (name, version, vendor, filename, content_size, content_type, content, install_status, create_time, create_by, change_time, change_by) VALUES ('ITSMTicket', '1.0.3', 'OTRS GmbH', 'ITSMTicket-1.0.3.xml', '213', 'text/xml', ?, 'not installed', current_timestamp, 1, current_timestamp, 1)' Traceback (16996): Module: Kernel::System::Package::RepositoryAdd (v1.67) Line: 263 Module: Kernel::System::Package::PackageInstall (v1.67) Line: 565 Module: Kernel::Modules::AdminPackageManager::Run (v1.46) Line: 1083 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_wwwroot_OTRS_otrs_bin_cgi_2dbin_i ndex_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 My system is as follows: MS Server 2003 Apache 2.2.4 MySQL v5.0.37 Perl 5.8.8 build 819 Does someone know how to correct and overcome this? If so, please let me know as I'm very eager to get this application up & running. Thanks, HK

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