March 2008 - itsm - OTRS mailing lists

Export/Import Issues
by Snehal Desai 01 Apr '08

01 Apr '08

Hello, I can't seem to export my inventory data. This is just some sample data I put in since we are in the testing phase. I'm using the Import/Export Package but it give me the following error. Error: Error occurred. Export impossible! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Mar 31 16:36:45 2008 Message: Error occurred. Export impossible! Traceback (5180): Module: Kernel::Modules::AdminImportExport::Run (v1.17) Line: 1234 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::E_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Any clues? Thanks.

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Is it possible to change first response time dynamically?
by Aysel Pamuk 31 Mar '08

31 Mar '08

Hello, I have an SLA such as: if working hours (8:00-17:00) First responce time must be 30 mins else First responce time must be 60 mins. Is it possible to do this? Thanks in advance, Aysel Pamuk

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Can you automatically link configuration items to a queue or SLA?
by longwave＠terra.es 28 Mar '08

28 Mar '08

Hi List, Is there a way to link configuration items to a service, SLA or queue? If so, how to do that? Thanks, Enrique Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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Can you automatically link configuration items to a queue or SLA?
by longwave＠terra.es 28 Mar '08

28 Mar '08

Hi List, Anyone knows whether it is possible to link CI's to a queue, service or SLA? If so, how do you do that? Thanks, Enrique. Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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Where is the link to a configuration item (CI) in a ticket?
by longwave＠terra.es 27 Mar '08

27 Mar '08

Hello Otrs'ers, Just installed the OTRS 2.2.5 system with ITSM 1.1.0 Beta1 module. After having added Configuration Items, where is the link to such a CI from a Ticket, as well as for a service and SLA? This would be very useful to us. Thank you, Enrique Gonzalez. Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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How do I display the whole machine park in the Configuration Items?
by longwave＠terra.es 27 Mar '08

27 Mar '08

Hello, Is there a way to have a display of all the Configuration Items from the OTRS/ITSM module? Thank you, Enrique. Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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Equipment discovery and tracking.
by Wes Sothard 21 Mar '08

21 Mar '08

I am wondering if it is possible to track equipment with OTRS. If so, is it also possible to have it find all the equipment attached to the network? Thank you, Wes Sothard

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Service and SLA selection at ticket creation time
by Aysel Pamuk 17 Mar '08

17 Mar '08

Hi, Although there are SERVICE and SLA field for ticket, I can only select the queue at ticket creation. What should I do to change the service and SLA of the ticket? Thanks in advance, Aysel

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Config Item
by Aysel Pamuk 17 Mar '08

17 Mar '08

Hello, How can I add a new configuration item. For example, I have computer class and want to add computers. Thanks in advance, Aysel

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Looking for feature information
by Lambert, Derek 10 Mar '08

10 Mar '08

I am evaluating OTRS::ITSM to replace our current HEAT implementation. One of the features we use heavily in HEAT is the ability to give multiple assignments to groups and/or users on a ticket. In the feature lists for OTRS::ITSM it lists the ability to have subtickets and work packages/assigned tasks. We'd like to have the ability to give a user (or a whole group, and then a user in that group could take ownership) a task and track the status (even a simple complete/in process would do). Is this something the software can currently do, or is it a planned feature? If it is planned, is it currently being developed for an upcoming release? Any information would be extremely helpful. I'm confident that OTRS::ITSM can be used to meet our needs, but it is starting to look like we're going to have to reevaluate some of our current processes. Thanks for your help! Derek J. Lambert Technical Support Analyst IT Operations Support Fiskars Brands, Inc.

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