January 2008 - itsm - OTRS mailing lists

RE: [itsm] General catalog and ConfigItem Classes
by DAVID SALGADO VIDAL 30 Jan '08

30 Jan '08

I've looked my log, and when OTRS's install module tries to insert records into the tables, it doesn't work and report this error. Jan 29 10:05:56 servotrs01 OTRS-CGI-10[11019]: [Error][Kernel::System::Package::PackageInstall][Line:601]: ORA-01861: el literal no coincide con la cadena de formato (DBD ERROR: error possibly near <*> indicator at char 166 in 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, ch ange_time, change_by) VALUES ('ITSM::Core::Impact', '2 low', 1, <*>'2008-01-29 10:05:56', 1, '2008-01-29 10:05:56', 1)'), SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) VALUES ('ITSM::Core::Impact', '2 low', 1, '2008-01-29 10:05:56', 1, '2008-01-29 10:05:56', 1)' I´ve found that this error happen when the SQL sentence doesn't use the TO_DATE() function and try to insert a string into a date field. A solution is to use the function and another set the NLS_DATE_FORMAT session variable. But, can I do OTRS install module use it? How? Thanks. Best Regards. David Salgado Vidal david.salgado(a)mundivia.net Telf. 942 355 931 http://www.mundivia.net -----Mensaje original----- De: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] En nombre de Manuel Hecht - OTRS AG Enviado el: lunes, 07 de enero de 2008 11:18 Para: 'OTRS::ITSM User questions and discussions' Asunto: AW: [itsm] General catalog and ConfigItem Classes Hi David That's not normal! Please have a look at your OTRS log and your database log to find the cause of the problem. Best regards, Manuel Hecht ((otrs)) :: OTRS AG :: 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: Mittwoch, 2. Januar 2008 20:32 An: OTRS::ITSM User questions and discussions Betreff: [itsm] General catalog and ConfigItem Classes Hi. I've installed otrs ITSM 1.0.4 modules without errors, but I haven't any Catalog Class and any ConfigItem Class. It is normal? I remember that it does not happen in previous versions, those I tried. Could be? My installation is Linux Red Hat ES 4 with Oracle 10 client, and my database is Oracle 9i. Thank you. Best regards. 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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Antw: itsm Digest, Vol 9, Issue 12 (Abwesenheit)
by Reto Schubnell 21 Jan '08

21 Jan '08

Ich bin vom 19.01.2008-27.01.2008 abwesend Meine Stellvertretung ist wie folgt geregelt: SAN / Storage / AIX Stefan Heinrichs Linux / Proxy Giovanni Pellicia Nagios Balazs Csapo VMware ESX Roger Hafner CARI Stefan Heinrichs In Notfällen bin ich telefonisch erreichbar

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some questions
by Warmuth, Christoph 21 Jan '08

21 Jan '08

Hello! 1. Is it somehow possible turn off that it is mandatory to supply a customerId? Because here all "customers" are coworkers, that do not have an customerId and don't really need anything like this, and so this a little annoyance. 2. Is there anything planned for future versions of OTRS:ITSM, that would make it possible to build hierarchical structures with CIs. Maybe in a way like "location" behaves in the current version. It would be an amazing feature to see how the CIs connected over more than one level. For example: I build switch CI with 18 Port CIs connected to it. But if I want to see each CI attached to the port CIs I have to select each one separatly. I hope I could make myself clear ;-) 3. Is there a roadmap of planned features for the next and future versions? And maybe even a timeline? Yours, Christoph Warmuth _____________________________________ SALT Solutions GmbH Christoph Warmuth IT-Service Wörthstr. 15 97082 Würzburg DEUTSCHLAND Fon: +49.931.3573.400 Fax: +49.931.3573.409 Mail: christoph.warmuth(a)salt-solutions.de www.salt-solutions.de Geschäftsführer: Dr. Bernhard Blüthner, Dieter Heyde, Markus Honold Sitz: Oberpfaffenhofen, AG München, HRB 146081

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CI's and Attachment field
by Morten Bøhmer 16 Jan '08

16 Jan '08

Hi Working on implementing a working CMDB, we can see the need for a Documentation CI, which we have created. The standard fields are ok, but it would be nice to be able to attach an external document i.e from Word etc. The Ticket module already has this feature, but how can I add this field to my CI definition ? Thank you for your help! Best regards Morten B This email was Anti Virus checked by Astaro Security Gateway. http://www.astaro.com

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Re: [itsm] itsm newbie - a few questions
by Nele Brick 15 Jan '08

15 Jan '08

Hey, thanks for your reply. I found the FQA thing... but I guess I didn't describes my status problem in the way I should have... In the admin menu, I found the icon where to change the status and create new ones. But the problem is HOW do I assign one of these status to my ticket? In the admin area, I have a lot more status than I can choose when closing? How do I change my ticket to "in progress"? Really looking forward to your answer(s) :) neleb On 1/14/08, Nele Brick <nele.brick(a)googlemail.com> wrote: > > Hey, > > thanks for your reply. > > I found the FQA thing... but I guess I didn't describes my status problem > in the way I should have... > > In the admin menu, I found the icon where to change the status and create > new ones. But the problem is HOW do I assign one of these status to my > ticket? In the admin area, I have a lot more status than I can choose when > closing? How do I change my ticket to "in progress"? > > Really looking forward to your answer(s) :) > > neleb > > > On 1/14/08, ebelcher(a)esriaustralia.com.au <ebelcher(a)esriaustralia.com.au > > wrote: > > > > Hi, > > > > I can help with the status and FAQ question. > > > > FAQ - After installing FAQ, you should be able to see the FAQ Icon on > > the > > top icon bar. A red circle with a question mark in it. Assuming you > > can... > > > > Click it and you should be able to see next to the Logout icon, > > Explorer, > > new Artcile, Search, History Language and Category. > > > > Click on Category and create one. Anything will do. 'Databases' for > > example. > > > > Now click New Article and enter your details. > > > > Status - Click the Admin icon and select from the third column labelled > > system, the Status link. Now you can add new statuses. > > > > Regards > > Eric. > > > > _________________________________ > > Eric Belcher > > ESRI Australia > > Team Lead > > Information Technology Services > > > > Email: ebelcher(a)esriaustralia.com.au > > Ph: +61 (0)7 32184106 (Direct) > > Mob: +61 (0) 408989925 > > > > > > > > > > > > "Nele Brick" > > <nele.b(a)gmx.de> > > Sent by: > > To > > itsm-bounces@otrs itsm(a)otrs.org > > .org > > cc > > > > > > Subject > > 14/01/2008 04:50 [itsm] itsm newbie - a few > > AM questions > > > > > > Please respond to > > "OTRS::ITSM User > > questions and > > discussions" > > <itsm(a)otrs.org> > > > > > > > > > > > > > > Hallo zusammen... > > > > ich habe ein paar Veständnisfragen, die ich auch leider mit Hilfe der > > Doku > > nicht lösen konnte... > > > > * Priorität > > Normalerweise errechnet sich die Priorität ja aus Auswirkung* > > Kritikalität. > > Bei OTRS gibts ja diese Criticality-Impact-Priority-Matrix, soweit hab > > ich > > das auch noch alles verstanden. Wenn ich allerdings ein Ticket anlege, > > gibt > > es nur die Felder Auswirkung und Priorität. Kritikalität taucht nicht > > auf... Wofür habe ich dann die Matrix gepflegt? Dass man bei gewissen > > Tickets die Prio manuell hoch/runter estzen kann, leuchtet mir ein, aber > > warum gibts keine Kritikalität? Jemand meinte zu mir, dass der Service > > die > > Kritikalität bestimmen würde, wobei mir nicht klar ist, was der Service > > genau ist... > > > > *Statusänderungen > > Wenn ich ein Ticket erzeugt wird und ich es mir dann anschaue, hat es > > den > > Status offen. Klicke ich auf "Schliessen" Kannich zwischen > > erfolgreich/erfolglos/provisorisch geschlossen auswählen. Wo aber kann > > ich > > z.B. den Status ändern von offen auf "In Bearbeitung"? > > > > * CMDB > > Ist es korrekt, dass man die CMDB aktuell nur händisch befüllen kann? > > > > *FAQ > > Wie hinterlege ich FAQ'/ Workarounds? Muss ich irgendwie übersehen > > haben... > > > > > > Freue mich auf Antworten... > > Beste grüße, neleb > > > > > > Hello everybody, > > > > I've got a few questions... > > * priority > > is there a possibility to use priority as the product of impact and > > criticality? if found this matrix, but when creating a ticket, there is > > no > > chance to choose the citicality? someone told me this is made cia > > Service... but I'm not sure what service means in this context > > > > *status > > If I create a ticket, and I have alook at it, it has the state "open". > > If I > > want to close the ticket, i can only choose between the options "closed > > with success/ temporarely/ without success". How do I find things like > > "Workaround found", "in progress", etc. > > > > *CMDB > > Is there another way of filling the CMDB except of manually? > > > > *FAQ > > I installed the FAQ system but wasn't able to find how to put content > > into... guess I've overseen something.. > > > > Looking forward to your responses, thanks a lot! > > neleb _______________________________________________ > > 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/ > > > > > > > > _________________________________________________________ > > Level 3, 111 Elizabeth Street, Brisbane QLD 4000 > > PO Box 15459, Brisbane City East QLD 4002 > > P +61 (0)7 3218 4100 > > F +61 (0)7 3211 1310 > > E connect(a)esriaustralia.com.au > > W http://www.esriaustralia.com.au > > > > Freecall 1800 447 111 > > > > > > _________________________________________________________ > > Have you visited ESRI Australia's NEW website? > > See how ESRI Australia can help you leverage your location intelligence > > www.esriaustralia.com.au > > _________________________________________________________ > > > > Putting knowledge into place > > > > > > This message is intended for the addressee named and may contain > > confidential information. If you are not the intended recipient please > > notify the sender by return email, do not use or disclose the contents and > > delete the message and any attachments from your system. > > **Please consider the environment before printing this email** > > > > _______________________________________________ > > 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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itsm newbie - a few questions
by Nele Brick 14 Jan '08

14 Jan '08

Hallo zusammen... ich habe ein paar Veständnisfragen, die ich auch leider mit Hilfe der Doku nicht lösen konnte... * Priorität Normalerweise errechnet sich die Priorität ja aus Auswirkung* Kritikalität. Bei OTRS gibts ja diese Criticality-Impact-Priority-Matrix, soweit hab ich das auch noch alles verstanden. Wenn ich allerdings ein Ticket anlege, gibt es nur die Felder Auswirkung und Priorität. Kritikalität taucht nicht auf... Wofür habe ich dann die Matrix gepflegt? Dass man bei gewissen Tickets die Prio manuell hoch/runter estzen kann, leuchtet mir ein, aber warum gibts keine Kritikalität? Jemand meinte zu mir, dass der Service die Kritikalität bestimmen würde, wobei mir nicht klar ist, was der Service genau ist... *Statusänderungen Wenn ich ein Ticket erzeugt wird und ich es mir dann anschaue, hat es den Status offen. Klicke ich auf "Schliessen" Kannich zwischen erfolgreich/erfolglos/provisorisch geschlossen auswählen. Wo aber kann ich z.B. den Status ändern von offen auf "In Bearbeitung"? * CMDB Ist es korrekt, dass man die CMDB aktuell nur händisch befüllen kann? *FAQ Wie hinterlege ich FAQ'/ Workarounds? Muss ich irgendwie übersehen haben... Freue mich auf Antworten... Beste grüße, neleb Hello everybody, I've got a few questions... * priority is there a possibility to use priority as the product of impact and criticality? if found this matrix, but when creating a ticket, there is no chance to choose the citicality? someone told me this is made cia Service... but I'm not sure what service means in this context *status If I create a ticket, and I have alook at it, it has the state "open". If I want to close the ticket, i can only choose between the options "closed with success/ temporarely/ without success". How do I find things like "Workaround found", "in progress", etc. *CMDB Is there another way of filling the CMDB except of manually? *FAQ I installed the FAQ system but wasn't able to find how to put content into... guess I've overseen something.. Looking forward to your responses, thanks a lot! neleb

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AW: [itsm] ITIL konformes Helpdesk
by Ruediger Lemke 12 Jan '08

12 Jan '08

Hi, Manuel, do you have a time frame, when the new version will be released? Or is there a beta or preview? Thx Rudy -----Ursprüngliche Nachricht----- Von: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org]Im Auftrag von Manuel Hecht - OTRS AG Gesendet: Montag, 7. Januar 2008 11:13 An: 'OTRS::ITSM User questions and discussions' Betreff: AW: [itsm] ITIL konformes Helpdesk Hi Rudy >Is there already a set of access functions to the ci-record table? > >When do you plan to release the import/export functions? This features are part of upcoming OTRS::ITSM 1.1. Best regards, Manuel Hecht ((otrs)) :: OTRS AG :: 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 Ruediger Lemke Gesendet: Sonntag, 6. Januar 2008 04:59 An: itsm(a)otrs.org Betreff: [itsm] ITIL konformes Helpdesk Hallo, OTRS-fans, i'll start in english so we don't need to translate, if it gets complicated. At first i'd like to wish you all and your families a very happy and healthy new year !!! I just installed OTRS with the ITSM extension. Now i try to import our 400 assets and user data. This is not so easy because of the database structure that the OTRS-team has decided. Most important data is stored in a blob together with data record structure. My questions: 1. How are you going to maintain this construction in future? It looks really complicated to me. In xt-commerce for example it is really easy to import/export data since it is in clear text in the database. 2. Is there already a set of access functions to the ci-record table? 3. When do you plan to release the import/export functions ? Can i help? best regards / Mit freundlichen Grüßen Rudy My platform: OpenSUSE workstation 10.3 under VMWARE, Apache, PHP5, OTRS 2.2.4, ITSM 1.0.4 _______________________________________________ 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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CMDB - automatic filling/ Automatische BEfüllung via scanner o.ä.
by Nele Brick 08 Jan '08

08 Jan '08

Dear all, Actually, I'm trying to get familiar with OTRS (OTRS:ITSM). I'm looking for a possibility to fill the CMDB automatically (e.g. like OCS) but have only found this option to type in things manually, which is definitely NOT an option forme. If OTRS:ITSM does not support this, is there an interface to other programs? Really looking forward to your answers nele -- Psssst! Schon vom neuen GMX MultiMessenger gehört? Der kann`s mit allen: http://www.gmx.net/de/go/multimessenger?did=10

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General catalog and ConfigItem Classes
by DAVID SALGADO VIDAL 07 Jan '08

07 Jan '08

Hi. I've installed otrs ITSM 1.0.4 modules without errors, but I haven't any Catalog Class and any ConfigItem Class. It is normal? I remember that it does not happen in previous versions, those I tried. Could be? My installation is Linux Red Hat ES 4 with Oracle 10 client, and my database is Oracle 9i. Thank you. Best regards. 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 ------------------------------------------------------------------

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ITIL konformes Helpdesk
by Ruediger Lemke 07 Jan '08

07 Jan '08

GletscherHallo, OTRS-fans, i'll start in english so we don't need to translate, if it gets complicated. At first i'd like to wish you all and your families a very happy and healthy new year !!! I just installed OTRS with the ITSM extension. Now i try to import our 400 assets and user data. This is not so easy because of the database structure that the OTRS-team has decided. Most important data is stored in a blob together with data record structure. My questions: 1. How are you going to maintain this construction in future? It looks really complicated to me. In xt-commerce for example it is really easy to import/export data since it is in clear text in the database. 2. Is there already a set of access functions to the ci-record table? 3. When do you plan to release the import/export functions ? Can i help? best regards / Mit freundlichen Grüßen Rudy My platform: OpenSUSE workstation 10.3 under VMWARE, Apache, PHP5, OTRS 2.2.4, ITSM 1.0.4

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