May 2007 - itsm - OTRS mailing lists

ITSM and Nagios Alerts
by Reto Schubnell 31 May '07

31 May '07

Hello I'm using otrs 2.2 beta3 ( debian otrs2 package ) and the modules with Version 0.9.3 I would like to send ALERT of nagios to otrs otrs_ticket_handler-0001.pl to send nagios alerts to otrs: I created the QUEUE NAGIOS and Configured the Module Config.pm. see: http://osdir.com/ml/otrs.devel/2005-01/txtZn0cx2beGE.txt /opt/otrs/bin/NagiosGenericAgent.pl -h test -S test -s ALERT -N RECOVERY -a 127.0.0.1 -C NAGIOS -o NAGIOS -T h Got no MainObject! at /opt/otrs/Kernel/System/DB.pm line 84, <PRODUCT> line 4. perl otrs_ticket_handler-0001.pl -T h -H test -S test -s ALERT -N RECOVERY -C NAGIOS Got no MainObject! at /opt/AFIotrs/Kernel/System/DB.pm line 84, <PRODUCT> line 4. I don't understand how the otrs system will receive emails Do i need to install there a mailserver ? any ideas ? Reto Schubnell System Engineer Amt für Informatik Kanton Thurgau Im Roos 6 8570 Weinfelden Tel: 071 627 69 03

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Problems with LDAP Auth - Panic! No UserData for user
by Nedim Hadzimahmutovic 23 May '07

23 May '07

When I try to login, the OTRS login page shows an error message - Panic! No UserData!!! Looking to the logs I see that the authentication to LDAP works.... >From the logs: tail /tmp/otrs.log [Tue May 22 15:01:57 2007][Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'nedim.hadzimahmutovic'!!! [Tue May 22 16:16:26 2007][Notice][Kernel::System::Auth::LDAP::Auth] User: nedim.hadzimahmutovic (uid=nedim.hadzimahmutovic,ou=XX,ou=Users,ou=XX,ou=XX,ou=XX,dc=XX,dc=XX) authentication ok (REMOTE_ADDR: 10.2.0.120). tail /var/log/ldap.log May 23 15:40:59 localhost slapd[4566]: conn=297 fd=14 ACCEPT from IP=10.0.0.10:34192 (IP=0.0.0.0:389) May 23 15:40:59 localhost slapd[4566]: conn=297 op=0 BIND dn="" method=128 May 23 15:40:59 localhost slapd[4566]: conn=297 op=0 RESULT tag=97 err=0 text= May 23 15:40:59 localhost slapd[4566]: conn=297 fd=14 closed (connection lost) May 23 15:41:29 localhost slapd[4566]: conn=298 fd=14 ACCEPT from IP=10.0.0.10:34193 (IP=0.0.0.0:389) May 23 15:41:29 localhost slapd[4566]: conn=298 op=0 BIND dn="" method=128 May 23 15:41:29 localhost slapd[4566]: conn=298 op=0 RESULT tag=97 err=0 text= May 23 15:41:29 localhost slapd[4566]: conn=299 fd=16 ACCEPT from IP=10.0.0.10:34194 (IP=0.0.0.0:389) May 23 15:41:29 localhost slapd[4566]: conn=299 op=0 BIND dn="" method=128 May 23 15:41:29 localhost slapd[4566]: conn=299 op=0 RESULT tag=97 err=0 text= May 23 15:41:29 localhost slapd[4566]: conn=299 op=1 SRCH base="ou=XX,dc=XX,dc=XX" scope=2 deref=2 filter="(uid=nedim.hadzimahmutovic)" May 23 15:41:29 localhost slapd[4566]: <= bdb_equality_candidates: (uid) index_param failed (18) May 23 15:41:29 localhost slapd[4566]: conn=299 op=1 SEARCH RESULT tag=101 err=0 nentries=1 text= May 23 15:41:29 localhost slapd[4566]: conn=299 op=2 BIND dn="uid=nedim.hadzimahmutovic,ou=XX,ou=Users,ou=BA,ou=EE,ou=XX,dc=XX,dc=XX" method=128 May 23 15:41:29 localhost slapd[4566]: conn=299 op=2 BIND dn="uid=nedim.hadzimahmutovic,ou=XX,ou=Users,ou=BA,ou=EE,ou=XX,dc=XX,dc=XX" mech=SIMPLE ssf=0 May 23 15:41:29 localhost slapd[4566]: conn=299 op=2 RESULT tag=97 err=0 text= May 23 15:41:29 localhost slapd[4566]: conn=299 op=3 UNBIND May 23 15:41:29 localhost slapd[4566]: conn=299 fd=16 closed May 23 15:41:29 localhost slapd[4566]: conn=298 fd=14 closed (connection lost) Anyone? TNX Nedim --------------------------------------------

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Integration of OCS-Inventory
by Rummler, Jens 23 May '07

23 May '07

Hello! The integration of the Configuration Management is very useful, but it's a lot of work to fill the database without the help of an Inventory-Tool. Wouldn't it be nice to integrate a tool like OCS-Inventory NG or to set up an interface to get the selected data into the OTRS CMDB? Are there any plans to do something like that? Thank you! Jens

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Link between customer and CI
by Rummler, Jens 22 May '07

22 May '07

Hello! Is there a possibility to connect a Configuration Item to a customer? For example: If a customer sitting in room xxx using PC yyy opens a ticket, the support agent can see directly which PC at which location is involved. Thank you! Jens

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RE: [itsm] ConfigItem
by Maurice James Ny 17 May '07

17 May '07

Can you give instructions on how to add configitems? -----Original Message----- From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Manuel Hecht Sent: Wednesday, May 16, 2007 2:52 AM To: 'OTRS::ITSM User questions and discussions' Subject: AW: [itsm] ConfigItem Hi Maurice In OTRS::ITSM 1.0 exists no import mechanism to add items automatically. But we plan to add import and export interfaces to the next version of OTRS::ITSM. We will release the next version of OTRS::ITSM (version 1.1) in autumn 2007. Thanks for your message. 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! -----Ursprüngliche Nachricht----- Von: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Maurice James Ny Gesendet: Mittwoch, 16. Mai 2007 03:32 An: 'OTRS::ITSM User questions and discussions' Betreff: RE: [itsm] ConfigItem I have an entire network of devices printers and computers. How do I auto populate the database with these items? -----Original Message----- From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: Tuesday, May 15, 2007 11:24 AM To: OTRS::ITSM User questions and discussions Subject: Re: [itsm] ConfigItem Hi Maurice, On Mon, May 14, 2007 at 09:52:09PM -0400, Maurice James Ny wrote: >Is there a way to get ITSM to automatically add to the configuration >database? Sorry, its not clear to me what you like to know :(. Can you explain a little bit more detailed what you like to do / to know? -- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 _______________________________________________ OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm Support or consulting for your OTRS::ITSM system? =http://www.otrs.com/ _______________________________________________ OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm Support or consulting for your OTRS::ITSM system? =http://www.otrs.com/

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ConfigItem
by Maurice James Ny 16 May '07

16 May '07

Is there a way to get ITSM to automatically add to the configuration database?

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I´m confuse with the link types.
by David Salgado Vidal 15 May '07

15 May '07

Hi. I have translated the type link trough the Framework -> Core::LinkObject2::Types page, after, I have configured the possible partners for every object type. For example now I have: LinkObject2::PossiblePartner###ITSMConfigItem: ITSMConfigItem => RelevantTo Includes DependsOn ConnectedTo AlternativeTo ITSMLocation => Includes Ticket => DependsOn The questions are: - When I try to link a ConfigItem with a Location I can select 2 types of link, normal and reverse of the key "Includes". Is it correct, or I should have only one? I can't understand it because I think that if something contains something, this one is contained by the first one. - When I try to link a ConfigItem to other ConfigItem, in the combo lists I have a strange list with white lines between two types (normal and reverse names). And if the normal and reverse names are the same only one appear in the list. Is it correct? Probably these things are correct but I'm confuse with them. Best Regards. ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------

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RE: [Itsm] Problem upgrading ITSM beta2 to ITSM Beta3
by David Salgado Vidal 15 May '07

15 May '07

Hi. Thanks, now all are working. Best regards. -----Mensaje original----- De: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] En nombre de Christian Schoepplein Enviado el: viernes, 11 de mayo de 2007 17:24 Para: OTRS::ITSM User questions and discussions Asunto: Re: [Itsm] Problem upgrading ITSM beta2 to ITSM Beta3 Hi David, On Fri, May 11, 2007 at 11:45:17AM +0200, David Salgado Vidal wrote: >No, I have not upgraded my FrameWork, it's 2.2 Beta 2. That is bad. To run the Beta3 of OTRS::ITSM you also have to update to Beta3 of OTRS 2.2.0. >I've upgraded my ITSM packages from Beta2 to Beta3 installing the ITSM >Modules 0.9.2 in the required order on my system, using the SysConfig web interface. > >I selected the new module files, in the select box and pressed the >install button. > >No errors were reported by the install process, show I understood that >it works. > >I think that I have more classes because the install process insert in >the globalcatalog table the original classes, limited only by they name >(Class filed) and in my table I've changed some ones to translate it to >Spanish, so the old names were free and the process could insert the >registers. There must be something broken in your system before you've done the update, because during update process no changes to the DB are performed. It looks like the ITSM packages have not been updated but newly installed again. Thats why you have again the English entrys in your DB. I'd recomment to install a new and clean system with the Beta3 framework and also the Beta3 ITSM packages. Kind regards, Christian -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------

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RE: [Itsm] Problem upgrading ITSM beta2 to ITSM Beta3
by David Salgado Vidal 11 May '07

11 May '07

Hi. No, I have not upgraded my FrameWork, it's 2.2 Beta 2. I've upgraded my ITSM packages from Beta2 to Beta3 installing the ITSM Modules 0.9.2 in the required order on my system, using the SysConfig web interface. I selected the new module files, in the select box and pressed the install button. No errors were reported by the install process, show I understood that it works. I think that I have more classes because the install process insert in the globalcatalog table the original classes, limited only by they name (Class filed) and in my table I've changed some ones to translate it to Spanish, so the old names were free and the process could insert the registers. If you want some additional information do not dude to ask me about it. Thanks. -----Mensaje original----- De: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] En nombre de Manuel Hecht Enviado el: viernes, 11 de mayo de 2007 11:01 Para: 'OTRS::ITSM User questions and discussions' Asunto: AW: [Itsm] Problem upgrading ITSM beta2 to ITSM Beta3 Hi David I can't reproduce this characteristics. Have you upgraded the OTRS 2.2 framework from beta2 to beta3 BEFORE you updated the ITSM packages? Please give me a accurately step-by-step description, what do you do. Thanks for your message. 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! -----Ursprüngliche Nachricht----- Von: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von David Salgado Vidal Gesendet: Dienstag, 8. Mai 2007 09:44 An: itsm(a)otrs.org Betreff: [Itsm] Problem upgrading ITSM beta2 to ITSM Beta3 Hi, I'm upgrading my ITSM Beta2 to Beta3 and I've found some troubles. In my OTRS I've translate all configitems classes To upgrade I've downloaded the ITSM 0.9.2 modules and I've installed them over 0.9.1 modules using the sysconfig web interface. After this: - I've about fifteen class more, really are the originals. - I haven't ConfigItem button in the navigation bar. - I haven't any ConfigItem in the configitem table. Saludos. David Salgado Vidal david.salgado(a)mundivia.net Telf. 942 355 931 http://www.mundivia.net ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------ _______________________________________________ OTRS mailing list: Itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/Itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm Support or consulting for your OTRS::ITSM system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: Itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/Itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm Support or consulting for your OTRS::ITSM system? =http://www.otrs.com/ ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------

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Problem/Incident tickets with SLA
by Wouter Peschier - Hostnet Internet 11 May '07

11 May '07

Hello, I have a question about a problem or incident ticket that has a service with SLA attached to it. In the SLA I specified the "First Response Time", "Update Time" and "Solution Time". If "First Response Time" is less than two hours from the current time than you get a notification in the QueueView telling you something must be done, all that is perfect :-) My question is how do I change the status of a ticket so that it knows that I responded within the time? I tried locking, unlocking, setting the Additional ITSM Fields but I keep getting the notification in the QueueView untill I close the ticket. Thanks in advance!

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