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
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
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
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
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
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
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
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
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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
