November 2007 - itsm - OTRS mailing lists

Re: Linking services to customers (Christian Schoepplein)
by Paul Rhein 30 Nov '07

30 Nov '07

Hi Christian, Shame on me. Thanks a bunch ! -p.

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Linking services to customers
by Paul Rhein 29 Nov '07

29 Nov '07

Hi list, Base: otrs 2.2.4. and the itsm 1.0.4 modules. I am preparing a presentation of the ITSM features in OTRS. I would like to create tickets in phone view and use the service field to assign them to a service. Digging the archives I found an entry where it says, that to do so, I first need to create the services and link them to customers. I added 'services' in the GUI, and changes to the LinkedObject2Services.xml file to have 'customers' as possible partners and added some 'link types' too. So far so good but now otrs complains about the missing files '../LinkedObject2/Customer.pm', so I wondered if need to code all those files to be able to link customers to services ? Has somebody done this before ? Do I miss a crucial point ? Is there a howto ? Any help welcomed. thx Paul

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help Reports
by Brighton Buruuru 28 Nov '07

28 Nov '07

Hi guys, I have installed OTRS version 2.0.4 and its working fine, my question is how to I configure it to pull out reports. I need to know who actioned which ticket and things like how many tickets were actioned per day or per month? Please help Brighton

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Using Crystal Reports to Report of OTRS Database
by ebelcher＠esriaustralia.com.au 26 Nov '07

26 Nov '07

Hi All, I wish to display the escalation_start_time, escalation_response_time and escalation_solution_time from the ticket table in Crystal Reports. From otrs code snippets, I believe this data is a capture of the system time. Can anyone tell me how to convert these long numbers into Date and Time information I can display in Crystal Reports. I'm using OTRS 2.2.3, CR Version 11 Thanks Eric. _________________________________ Eric Belcher ESRI Australia Team Lead Information Technology Services Email: ebelcher(a)esriaustralia.com.au Ph: +61 (0)7 32184106 (Direct) Mob: +61 (0) 408989925 _________________________________________________________ Level 3, 111 Elizabeth Street, Brisbane QLD 4000 PO Box 15459, Brisbane City East QLD 4002 P +61 (0)7 3218 4100 F +61 (0)7 3211 1310 E connect(a)esriaustralia.com.au W http://www.esriaustralia.com.au Freecall 1800 447 111 _________________________________________________________ Have you visited ESRI Australia’s NEW website? See how ESRI Australia can help you leverage your location intelligence www.esriaustralia.com.au _________________________________________________________ Putting knowledge into place This message is intended for the addressee named and may contain confidential information. If you are not the intended recipient please notify the sender by return email, do not use or disclose the contents and delete the message and any attachments from your system. **Please consider the environment before printing this email**

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setting software item to invalid
by Fernando Del Toro Garcia 21 Nov '07

21 Nov '07

Hello, You can assign the Config Item State when editing Config Items. Regards, Fernando.

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Antw: itsm Digest, Vol 7, Issue 6 (Abwesenheit)
by Reto Schubnell 21 Nov '07

21 Nov '07

Ich bin vom 19.11.2007-30.11.2007 abwesend Meine Stellvertretung ist wie folgt geregelt: SAN / Storage / AIX Stefan Heinrichs Linux / Proxy / Nagios Balazs Csapo VMware ESX Roger Hafner CARI Stefan Heinrichs In Notfällen bin ich telefonisch erreichbar

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setting software item to invalid
by Peter Hoogkamer 21 Nov '07

21 Nov '07

Hello, How can I put an software (or any config item) to invalid? I can not seem to find the location where to set this. Thanks, Peter

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Related Objects: Config Item overview
by Peter Hoogkamer 21 Nov '07

21 Nov '07

Hello, I would like to know if there is a possibility for adding a extra column to the overview. Now there are columns for - Number - Name - Status - Last Change I would like to add the Owner of the config item to the overview. Is this possible and if so where can I change that? Thanks, Peter

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Postgres and ITSM
by Andrey Feldman 20 Nov '07

20 Nov '07

Hi. Trying to install OTRS+ITSM on postgres 7.4 . And i got following errors: 1. When installing any package of ITSM in syslog - "No such package <name_of_package>" 2. When installing packages - some of them try to insert into general_catalog dublicates - Like that: OTRS-CGI-10[12039]: [Error][Kernel::System::Package::PackageInstall][Line:601]: ERROR: duplicate key violates unique constraint "general_catalog_general_catalog_class_key" , SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) VALUES ('ITSM::Core::Impact', '5 very high', 1, '2007-11-20 15:50:29', 1, '2007-11-20 15:50:29', 1)' 3. When trying to add service , got error: [Error][Kernel::System::Service::ServiceAdd][Line:393]: ERROR: column "type_id" of relation "service" does not exist , SQL: 'INSERT INTO service (name, valid_id, comments, create_time, create_by, change_time, change_by, type_id, criticality_id) VALUES ('Mobicont', 1, '', current_timestamp, 2, current_timestamp, 2, 47, 15)' There is no such column "type_id", name of existing column is "id". And the questions. What i'm doing wrong? Or this is known errors? :) Thx! -- Best regards , Andrey Feldman

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Re: [otrs] not able to select Service or SLA for a ticket
by Fernando Del Toro Garcia 16 Nov '07

16 Nov '07

Hello, I had the same problem, until I defined Services as active in [ Customer Users <-> Services ] in admin options. Otrs 2.2.2 + Itsm 1.0.1 Regards Fernando del Toro -----Mensaje original----- De: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] En nombre de itsm-request(a)otrs.org Enviado el: viernes, 16 de noviembre de 2007 13:00 Para: itsm(a)otrs.org Asunto: itsm Digest, Vol 7, Issue 4 Send itsm mailing list submissions to itsm(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/mailman/listinfo/itsm or, via email, send a message with subject or body 'help' to itsm-request(a)otrs.org You can reach the person managing the list at itsm-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of itsm digest..." Today's Topics: 1. Re: [otrs] not able to select Service or SLA for a ticket (Andrey Feldman) ---------------------------------------------------------------------- Message: 1 Date: Fri, 16 Nov 2007 13:19:56 +0300 From: Andrey Feldman <afeldman(a)alt-lan.ru> Subject: [itsm] Re: [otrs] not able to select Service or SLA for a ticket To: "OTRS:"@osser.otrs.com:ITSM User questions and discussions <itsm(a)otrs.org> Message-ID: <473D6ECC.9030005(a)alt-lan.ru> Content-Type: text/plain; charset=windows-1251; format=flowed Got the same problem, cant chose SLA and Service in ticket. The fields are empty. All configured correctly(SLA-s associated with services and so on..). OTRS+Itsm latest stable version. P.S. Otrs was update from 2.1.7, so, all config files was not changed. Thx! -- Best regards , Andrey Feldman ramms(a)aeiou.pt: > I successfully selected that, what is your problem? > > Don't forget to associate services and SLA, in admin options! > > > Citando "BALAN, Daniel" <dbalan(a)bitdefender.com>: > > >> Any help? >> Otrs 2.2.2 + Itsm 1.0.2 >> >> Daniel >> >> _______________________________________________ >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> Support or consulting for your OTRS system? >> => http://www.otrs.com/ >> >> > > _________________________________________________________ > Já conhece o novo AEIOU ? > http://www.aeiou.pt > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ > ------------------------------ _______________________________________________ itsm mailing list itsm(a)otrs.org http://lists.otrs.org/mailman/listinfo/itsm End of itsm Digest, Vol 7, Issue 4 **********************************

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