Running OTRS since the 1.x days we now upgraded from 2.0.4 to 2.2.5 and
ITSM 1.0.5. Installation was pretty easy, we defined Locations, Services
and Response SLA's and connected them.
We have existing Queues eg. FirstLevel, SecondLevel - but it happens
that in CustomerOverview, while creating a new Ticket, the
DropdownFields for SLA and Service are there, but empty?
In AgentView while trying to create eg. an email Ticket, the very same
thing - do i miss anything out ? Is'nt it possible to connect
Services&SLA's to existing Queues ?
Can someone point me into the right direction ?
Ich bin vom 25.02.2008-26.02.2008 abwesend
Meine Stellvertretung ist wie folgt geregelt:
CARI / SAN / Storage / AIX Stefan Heinrichs
Linux / Proxy Giovanni Pellicia
VMware ESX Roger Hafner
In Notfällen bin ich telefonisch erreichbar
We have been testing OTRS::ITSM for quite a while, and now we want to go live. So here are my two questions:
Is it possible to install the ITSM modules without a downtime into the running system?
Is it possible to uninstall the ITSM components to get back to the standard OTRS?
(Certainly everything is backed up)
sorry for these stupid questions, but I couldn't find anything in the manual...
Thanks in advance,
SALT Solutions GmbH
Geschäftsführer: Dr. Bernhard Blüthner, Dieter Heyde, Markus Honold
Sitz: Oberpfaffenhofen, AG München, HRB 146081
I am currently evaluating OTRS for part of my organisation and
have hit a stumbling block with regards to services, I can only map
services to Customer Users on an account by account basis and I can't
associate the services with anything else. It would be suitable to
simply allow all Customer Users to raise a ticket on all services,
perhaps in the future tailoring it a little to give specific lists of
services for specific customer users.
I am not sure if I am missing some configuration or missing something in
the concept and this isn't what I should be doing, the so far good
documentation is all a bit vague in these areas.
I am configuring OTRS:ITSM 1.0.4 powered by OTRS 2.2.4.
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I am having problems with Fetchmail communicating with my mail server.
In the "simple example" section of /opt/otrs/.fetchmailrc.dist I have
the following type:
#poll <MAIL_SERVER> protocol POP3 user <MAIL_USERNAME> pass
<MAIL_PASSWORD> is <LOCAL_OTRS_USERNAME> here
Poll ********** protocol POP3 port **** user ********* pass ******* is
******* here (***** represents the info I typed in)
Yet when I run: cat ../doc/test-email-1.box | ./PostMasterPOP3.pl
The system gives me a - Message: Can't connect to *********
I am not sure where I am going wrong here. When I run: cat
../doc/test-email-1.box | ./PostMaster.pl
I get the test email every time, but it is just not liking talking to my
Thank you for your time,
I have loaded up the cron jobs per the instructions. Everything checks
out as the directions show. However, OTRS is not pulling anything in
from the mailbox.
Is there something more that I have missed?
I am stuck on trying to receive an email and have it automatically
generate a ticket. I then want it to be auto routed to a specific
queue. I am not able to find the how to in the manual, so I am here.
Can someone help me out on this?
Thank you all in advance for any help,
I would like to add a column to the overview of CI's. How can I read out the XML Content when i got the ConfigItems ID and the lastversion? It don't have to be dynamic.
I figured out that i have to change AgentITSM AgentITSMConfigItemSearch to change the search. But how can I get the values of my own defined Attributes?