June 2007 - itsm - OTRS mailing lists

Re: Re: [itsm] Where to send spelling updates?
by Partington, Eric 15 Jun '07

15 Jun '07

I will submit those changes to the bug tracker as I find them. Thanks for the speedy response :) ------------------------------ Message: 2 Date: Fri, 15 Jun 2007 12:28:30 -0400 From: "Partington, Eric" <eric.partington(a)rbc.com> Subject: [itsm] Where to send spelling updates? To: <itsm(a)otrs.org> Message-ID: <41A231C83B44134299F6829B2200692B04C8457C(a)SXOM-201.fg.rbc.com> Content-Type: text/plain; charset="iso-8859-1" I have noticed a spelling mistake or two in my ITSM install. Where can I suggest spelling changes to? Just trying to make this as good a full release as possible when 2.2 OTRS comes out and hopefully this plungin is used by lots more people. > Security Monitoring and Compliance > Infrastructure Security Services > RBC Royal Bank of Canada Tel: 416-348-4429 _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Where to send spelling updates?
by Partington, Eric 15 Jun '07

15 Jun '07

I have noticed a spelling mistake or two in my ITSM install. Where can I suggest spelling changes to? Just trying to make this as good a full release as possible when 2.2 OTRS comes out and hopefully this plungin is used by lots more people. > Security Monitoring and Compliance > Infrastructure Security Services > RBC Royal Bank of Canada Tel: 416-348-4429 _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Antw: itsm Digest, Vol 2, Issue 6 (Abwesenheit)
by Reto Schubnell 15 Jun '07

15 Jun '07

Ich bin am 15.06.2007 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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Notification tags not working in auto-response
by Ari Welch 15 Jun '07

15 Jun '07

Hello, I have just started using OTRS and was trying to set up an auto answer (auto reply) message. The auto-answer works but there are certain variables/tags that won't pass and some that do. <OTRS_CUSTOMER_SUBJECT[18]> and <OTRS_CUSTOMER_EMAIL[16]> both pass successfully. But others such as <OTRS_TICKET_Queue>, <OTRS_TICKET_QueueID>, <OTRS_TICKET_Priority> won't pass. The auto response just returns them as text. Is there some sort of syntax I am missing here? I got variable tags from this page http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=5&ItemID=70 I was also wondering what the <snip> </snip> tags are for. I tried removing them and arranging them and it seemed to have no effect. The <snip> tags are also displayed as text. Any help would be great. Thank you! ARi

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setting the service with X-OTRS-Service header
by Tilman Wittenhorst 07 Jun '07

07 Jun '07

Hello, I am using otrs::itsm 1.0.0 beta4 on a SLES 10 and have a problem setting the "x-otrs-service"-header using a postmaster filter. When I type the following into the sql-box: SELECT id,name FROM service I get, for example, id "3" and name "pbServiceDesk". In the postmaster filter, I used this id and this name, but I always get the following error: Jun 7 11:14:03 haotrs01 OTRS-PM3-99[16233]: [Error][Kernel::System::Service::ServiceLookup][Line:257]: Need ServiceID or Name! I also tried things like "ServiceID=3" and "Name=pbServiceDesk" in the filter rule, but it didn't work. What's wrong with this? Tilman Wittenhorst - Interne IT - pro|business AG Expo Plaza 1 30539 Hannover Telefon +49 (0)511 / 6 00 66 - 426 Telefax +49 (0)511 / 6 00 66 - 455 probusiness AG - Sitz: Hannover - HRB 58 656 Amtsgericht Hannover - Vorstand: Jens Gogoll (Vorsitzender), Sebastian Kasischke, Rolf Dethlefs - Vorsitzender des Aufsichtsrates: Siegfried Fleischer

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RE: [itsm] Inventory tool integration
by David Stebbings 06 Jun '07

06 Jun '07

I'd like to make sydi support a feature request then. Sydi is a nice tool because it will inventory both linux and windows (with WMI) systems, and has is in XML format natively so I would expect to be imported without requiring too much development. David > -----Original Message----- > From: Maurice James Ny [mailto:maurice.james@verizon.net] > Sent: 05 June 2007 23:09 > To: 'OTRS::ITSM User questions and discussions' > Subject: RE: [itsm] Inventory tool integration > > No it doesn't. I asked this question before. It sure would be > nice if it > did. There isn't even a user manual yet. > > -----Original Message----- > From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On > Behalf Of > David Stebbings > Sent: Tuesday, June 05, 2007 12:34 PM > To: itsm(a)otrs.org > Subject: [itsm] Inventory tool integration > > Does ITSM support automatic population of the CMDB with a tool such as > the sydi project? (http://sydiproject.com/) > > David ---------------------------------------------------------------------- This message has been scanned for viruses and dangerous content by IPT MailScanner, and is believed to be clean. Interactive Prospect Targeting http://www.ipt-ltd.co.uk/ ----------------------------------------------------------------------

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Inventory tool integration
by David Stebbings 05 Jun '07

05 Jun '07

Does ITSM support automatic population of the CMDB with a tool such as the sydi project? (http://sydiproject.com/) David ---------------------------------------------------------------------- This message has been scanned for viruses and dangerous content by IPT MailScanner, and is believed to be clean. Interactive Prospect Targeting http://www.ipt-ltd.co.uk/ ----------------------------------------------------------------------

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Adding validation to config items (pick lists)
by David Stebbings 04 Jun '07

04 Jun '07

Hi, I'd like to define my own lists of parameters for the config items to enforce data integrity. e.g. when defining a new configitem, I want the model, operating system etc to only be available from pick lists rather than free text as they currently are in beta2 so that people always have to enter the same information and stops the possibility of typing errors. Also it would be nice to be able to define a list of available IP addresses somewhere (maybe import from .csv) and choose the IP address from there, rather than typing in with free text. If selecting an IP address marked it as reserved or in use, this would ensure no IP address is used twice. Are these things planned for future versions? Thanks, David ---------------------------------------------------------------------- This message has been scanned for viruses and dangerous content by IPT MailScanner, and is believed to be clean. Interactive Prospect Targeting http://www.ipt-ltd.co.uk/ ----------------------------------------------------------------------

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RE: [itsm] Linking tickets to services
by David Stebbings 04 Jun '07

04 Jun '07

Thanks. This isn't a priority item so I think I'll wait until RC1 before exploring further David > -----Original Message----- > From: Manuel Hecht [mailto:manuel.hecht@otrs.com] > Sent: 04 June 2007 10:20 > To: 'OTRS::ITSM User questions and discussions' > Subject: AW: [itsm] Linking tickets to services > > Hi David > > If you create a new ticket, you can select the affected > service and the sla. > > You can link a service and a config item by using the link > mechanism. But a > bug (Bug# 1935) in OTRS::ITSM 1.0 beta4 blocks this feature. > We will solve > this problem up to OTRS::ITSM 1.0 RC1. > > > Mit freundlichen Grüßen > 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 Stebbings > Gesendet: Montag, 4. Juni 2007 10:08 > An: itsm(a)otrs.org > Betreff: [itsm] Linking tickets to services > > Is it possible to link tickets and configuration items to services in > order to define the infrastructure used to run certain services? > > Thanks, David > > > > ---------------------------------------------------------------------- > This message has been scanned for viruses and dangerous content by > IPT MailScanner, and is believed to be clean. > Interactive Prospect Targeting http://www.ipt-ltd.co.uk/ > ---------------------------------------------------------------------- > > _______________________________________________ > 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 has been scanned for all viruses by Star. The > service is powered by MessageLabs. For more information on a proactive > anti-virus service working around the clock, around the globe, visit: > http://www.star.net.uk > ______________________________________________________________ > __________ > > ---------------------------------------------------------------------- > This message has been scanned for viruses and dangerous content by > IPT MailScanner, and is believed to be clean. > Interactive Prospect Targeting http://www.ipt-ltd.co.uk/ > ---------------------------------------------------------------------- > > ---------------------------------------------------------------------- This message has been scanned for viruses and dangerous content by IPT MailScanner, and is believed to be clean. Interactive Prospect Targeting http://www.ipt-ltd.co.uk/ ----------------------------------------------------------------------

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HowTo Link a Config Item to a Sevice or Location ?
by Paul Rhein 04 Jun '07

04 Jun '07

Hello List, Pretty niffty your new ITSM module. Great work !! I would like to link a loaction (or service) to a configItem. Is this forseen ? How can it be done ? I did not find an possibilty to add a new link type in configsystem by the name is "located at" and "hosted in" Did not find any doc can you point me ? Installed baseubuntu, otrs 2.2.b4 itsm 0.9.3 thanks for this great peace of SW. Paul Rhein

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