July 2007 - itsm - OTRS mailing lists

Where to start ?
by Matthew Joyce 18 Jul '07

18 Jul '07

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

1 0

Problems with ITSM installation
by Sergiusz Paprzycki 17 Jul '07

17 Jul '07

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

2 2

Problems with ITSM installation
by Sergiusz Paprzycki 16 Jul '07

16 Jul '07

Hi all, 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: First was ITSMService -- 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

1 0

DNS Records in ITSM
by Morten Bøhmer 15 Jul '07

15 Jul '07

I am working in the early pre-face of implementing itsm in my company. I = wonder how other people have entered their domain names and possibly = also official ip's/subnets which you hire/use. Of course it is possible to configure a new config item or even easier, = just use one the already defined items, but non of the predefined = really cover the needed functionality. Anyone made a new template for = this ? Happy to hear your thoughts on this. Morten

1 0

HowTo Link a Ticket to a Config Item (picklist) ?
by Gaël LAPORTE 06 Jul '07

06 Jul '07

Hi everybody, I'd like to make possible the creation/reading of a ticket with the "Computer" ConfigItem chosen from a picklist and then linked to this ticket. My config : OTRS 2.2.0-RC1 // ITSM 1.0.0-RC1 Would someone know ? Thanks ! Gaël

2 1

Parse HTML in details of a config item?
by Wouter Peschier - Hostnet Internet 06 Jul '07

06 Jul '07

Hello list, It's me again! :-P In the details of my config item I had a link to another application we use. In the beta versions of ITSM this link (using a normal <a> with a href) worked fine. In rc1 the link does not work anymore because it somehow converted. Is there any other way that I can have a clickable link as a property of my config item? Thanks in advance!

2 1

Functionality for ConfigItem state?
by Wouter Peschier - Hostnet Internet 06 Jul '07

06 Jul '07

Hello list, I was wondering what is the use of the functionality (productive, postproductive, preproductive) field for the ConfigItem state? Are there some checks going on in other parts of the application that makes it act differently depending on the functionality? I was thinking that it might make it impossible to link ConfigItems that are postproductive to ticket but *unfortunately* that is not the case.

2 1

Where do stand ConfigItem attributes in the DB ?
by Gaël LAPORTE 05 Jul '07

05 Jul '07

Hi, I am wondering where do stand the Software ConfigItem attributes like 'Serial Number', 'LicenseKey', ... in the OTRS/ITSM DB. You can see these attributes when performing a search over existing software items (Ticket >> Details >> Link >> Add >> Target Object = ConfigItem::Software) but where are they in the DB ???? I only see the name and state of an item in the [configitem] and [configitem_version] tables. Thanks in advance for helping ! Gaël

2 1