July 2007 - itsm - OTRS mailing lists

RE: Link Location to ConfigItem
by Geoff Cole 31 Jul '07

31 Jul '07

Thanks Matthew for the info, I can see how that works now! I was hoping to add the Location in as a field in the ConfigItem, but if this is the way to do I will work around it! Thanks again Geoff Date: Tue, 31 Jul 2007 09:51:15 +1000 From: "Matthew Joyce" <MJoyce(a)ccia.unsw.edu.au> Subject: RE: [itsm] Link Location to ConfigItem To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> Message-ID: <2A67EA781EC7F949A2AB0A0D07A86C6A0286B4CB(a)mail01.ccia.local> Content-Type: text/plain; charset="us-ascii" You can define locations and define CIs. Examine a CI and select link, then add a link to a Location object. Though, I defined : Computer - connected to - Network - related to - Location I'm somewhat new to ITSM too, so I may have this wrong. please report back. Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research ________________________________ From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Geoff Cole Sent: Tuesday, 31 July 2007 1:17 AM To: itsm(a)otrs.org Subject: [itsm] Link Location to ConfigItem Hi, I am fairly new to otrs, so please bear with me if this has been asked before! I would like to link Items to a location (possibly through a drop down menu). Is this possible and if so, how? Thanks in advance Geoff

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RE: [itsm] Link Location to ConfigItem
by Matthew Joyce 31 Jul '07

31 Jul '07

You can define locations and define CIs. Examine a CI and select link, then add a link to a Location object. Though, I defined : Computer - connected to - Network - related to - Location I'm somewhat new to ITSM too, so I may have this wrong. please report back. Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research ________________________________ From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Geoff Cole Sent: Tuesday, 31 July 2007 1:17 AM To: itsm(a)otrs.org Subject: [itsm] Link Location to ConfigItem Hi, I am fairly new to otrs, so please bear with me if this has been asked before! I would like to link Items to a location (possibly through a drop down menu). Is this possible and if so, how? Thanks in advance Geoff

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Link Location to ConfigItem
by Geoff Cole 30 Jul '07

30 Jul '07

Hi, I am fairly new to otrs, so please bear with me if this has been asked before! I would like to link Items to a location (possibly through a drop down menu). Is this possible and if so, how? Thanks in advance Geoff

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RE: [itsm] Service query
by Matthew Joyce 30 Jul '07

30 Jul '07

So I need to assign *all* services with *all* customers ? Is that right ? Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research ________________________________ From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Manuel Hecht Sent: Friday, 27 July 2007 8:46 PM To: 'OTRS::ITSM User questions and discussions' Subject: AW: [itsm] Service query Hi Yes, this is ok!! You must link your customers to the services using the "Customer <-> Service"-Mask in the Admin interface. 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! Von: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Matthew Joyce Gesendet: Freitag, 27. Juli 2007 06:19 An: OTRS::ITSM User questions and discussions Betreff: [itsm] Service query Hi, I created a service 'Email System'. Then I created the following services as sub services 'anti spam', 'anti virus', 'calendars', 'mailboxes', 'blackberry gateway', webmail. When I go to create a ticket, phone or email, the Server drop down is empty. Is this normal ? Also, I created an SLA, but can't see how I link SLAs to Services. Is there a way ? Are services automatically dependant on sub services ? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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Service query
by Matthew Joyce 27 Jul '07

27 Jul '07

Hi, I created a service 'Email System'. Then I created the following services as sub services 'anti spam', 'anti virus', 'calendars', 'mailboxes', 'blackberry gateway', webmail. When I go to create a ticket, phone or email, the Server drop down is empty. Is this normal ? Also, I created an SLA, but can't see how I link SLAs to Services. Is there a way ? Are services automatically dependant on sub services ? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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[Fwd: [otrs] movement of Freetext-field]
by Alexander Scholler 26 Jul '07

26 Jul '07

Hi, the otrs::itsm-documentation says that freetext-field 3-6 & 13-16 may not be in use if you install otrs::itsm, because they are used through otrs::itsm. So, if you have them in use, how do you move these fields to other fields. I just don't know. I could imagine to make DB-manipulations with updates on the table ticket (and to ensure data-consistence) on ticket_history, but GenericAgent would be the clearer way. Any ideas? Bye, Alex

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RE: [itsm] Where to start ?
by Matthew Joyce 19 Jul '07

19 Jul '07

Ok, so I spent some time today, thinking and trying some linking. I defined some networks and some servers. I'm not sure of the distinction between : server1 CONNECTED TO network1 server1 DEPENDS ON network1 or should I be thinking more along the lines of service1 DEPENDS ON server1 CONNECTED TO network1. I'm guessing it doesn;t really matter as long I understand the distinctions I make, but I'm interested to know how others have approached it. For the record, we are not implementing ITIL, but I am intrested in improving our change management processes. Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research ________________________________ From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Morten Bøhmer Sent: Wednesday, 18 July 2007 6:18 PM To: OTRS::ITSM User questions and discussions Subject: RE: [itsm] Where to start ? I am kind of in the same position as you, although I have been using otrs in production for abt 1 year now. The question you ask is (i think) one of the 10 "Dont's" in anty ITSM implementation, but for the case of otrs+itsm I see no problem with implementing the following; Ticket system, no problem. Catalog Items, no problem. The servives and location, I would wait with, to get an clear view of how to implement.The way otrs itsm works, is that you mainly make manual links between different objects, so you will always be able to link up to the different services and locations at a later time. good luck! morten ________________________________ From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Matthew Joyce Sent: Wednesday, July 18, 2007 9:55 AM To: OTRS::ITSM User questions and discussions Subject: [itsm] Where to start ? Hi, I've been searching about for an open source cmdb for a while, and I'm also looking to switch to a decent helpdesk/ticketing system. I've been playing with OTRS for a few weeks and then I see ITSM is released. Great, I'm keen to get started. Where do I start ? Do I define locations first, or services, or computers and hardware ? It would seem that getting it wrong during design will be something I'll regret. I need OTRS right now, so I can't wait to learn the nuances of ITSM. If I deploy OTRS and research ITSM on a separate system, will I be able to add my ITSM to my existing OSTR later ? Can anyone offer some advice ? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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RE: [itsm] Problems with ITSM installation
by Sergiusz Paprzycki 18 Jul '07

18 Jul '07

Hi Manuel, It could be a truth. I've never checked that. I'll do so later on and if that's true - good, otherwise I'll let you know. Regards, Sergiusz -- Sergiusz Paprzycki | NOC Engineer, Digiweb Ltd. T: 1 890 94 04 04 | E: spaprzycki(a)digiweb.ie M: +353 86 805 6317 | DIGIWEB: www.digiweb.ie -----Original Message----- From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Manuel Hecht Sent: Tuesday, July 17, 2007 10:55 PM To: 'OTRS::ITSM User questions and discussions' Subject: AW: [itsm] Problems with ITSM installation Hi Sergiusz I think your webserver have no write permissions to the icon directory. Default-Icon-Path: <install-dir>/otrs/var/httpd/htdocs/images/Standard/ Have a lot of fun with your new OTRS::ITSM!! ;-) 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 Sergiusz Paprzycki Gesendet: Dienstag, 17. Juli 2007 15:42 An: OTRS::ITSM User questions and discussions Betreff: RE: [itsm] Problems with ITSM installation Hi all, I've solved the problem myself. Looks like the only problem with those modules are the missing icons. I've got them out of CVS (or whatever is in use in OTRS), put them in place and problem messages disappeared. Now I'm trying to find out how the ITSM works ;) Regards, Sergiusz -- Sergiusz Paprzycki | NOC Engineer, Digiweb Ltd. T: 1 890 94 04 04 | E: spaprzycki(a)digiweb.ie M: +353 86 805 6317 | DIGIWEB: www.digiweb.ie -----Original Message----- From: itsm-bounces(a)otrs.org on behalf of Sergiusz Paprzycki Sent: Mon 7/16/2007 9:53 AM To: itsm(a)otrs.org Subject: [itsm] Problems with ITSM installation Hi all, I am really sorry for second message, but Outlook has some strange keyboard shortcut which sometimes sends message when I am trying to paste something. I still don't know what I've pressed ;) I have a problem while I'm trying to install ITSM 1.0.1 on OTRS 2.2.1. I've installed OTRS without any problems. It's running on Debian, however I've installed OTRS from package downloaded from otrs.org instead of from Debian repository. I've followed manual (INSTALL and README.webserver) and OTRS has been successfully installed. Then I've followed ftp://ftp.otrs.org/pub/otrs/itsm/INSTALL.ITSM to install ITSM. I've chosen the way of installing 3 base packages and then to install other 4 directly from FTP. First 3 base packages have been installed successfully. Then when I've tried to install ITSMService I've got the message: ITSMService 1.0.1 - Package not correctly deployed! You should reinstall the Package again! Then I've tried to change installation method. I've downloaded packages from FTP and I've tried to install them locally. I've got the same message. Only the package (from last 4) which has been successfully installed was ITSMTicket. In Package Manager I can see those messages at present: Info : No Packages or no new Packages in selected Online Repository! Important : ITSMConfigItem 1.0.1 - Package not correctly deployed! You should reinstall the Package again! Important : ITSMLocation 1.0.1 - Package not correctly deployed! You should reinstall the Package again! Important : ITSMService 1.0.1 - Package not correctly deployed! You should reinstall the Package again! Anyone can help me with that? I'll really appreciate that. Thanks in advance. Regards, Sergiusz -- Sergiusz Paprzycki | NOC Engineer, Digiweb Ltd. T: 1 890 94 04 04 | E: spaprzycki(a)digiweb.ie M: +353 86 805 6317 | DIGIWEB: www.digiweb.ie _______________________________________________ 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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Upgrading to 1.0.1
by Eugene Ventimiglia 18 Jul '07

18 Jul '07

How do I upgrade my installation to 1.0.1? Can I expect any customizations to be broken? Thanks --e

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RE: [itsm] Where to start ?
by Morten Bøhmer 18 Jul '07

18 Jul '07

I am kind of in the same position as you, although I have been using otrs in production for abt 1 year now. The question you ask is (i think) one of the 10 "Dont's" in anty ITSM implementation, but for the case of otrs+itsm I see no problem with implementing the following; Ticket system, no problem. Catalog Items, no problem. The servives and location, I would wait with, to get an clear view of how to implement.The way otrs itsm works, is that you mainly make manual links between different objects, so you will always be able to link up to the different services and locations at a later time. good luck! morten ________________________________ From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Matthew Joyce Sent: Wednesday, July 18, 2007 9:55 AM To: OTRS::ITSM User questions and discussions Subject: [itsm] Where to start ? Hi, I've been searching about for an open source cmdb for a while, and I'm also looking to switch to a decent helpdesk/ticketing system. I've been playing with OTRS for a few weeks and then I see ITSM is released. Great, I'm keen to get started. Where do I start ? Do I define locations first, or services, or computers and hardware ? It would seem that getting it wrong during design will be something I'll regret. I need OTRS right now, so I can't wait to learn the nuances of ITSM. If I deploy OTRS and research ITSM on a separate system, will I be able to add my ITSM to my existing OSTR later ? Can anyone offer some advice ? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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