April 2008 - itsm - OTRS mailing lists

Antw: itsm Digest, Vol 12, Issue 14 (Abwesenheit)
by Reto Schubnell 15 Apr '08

15 Apr '08

Ich bin vom 14.04.2008-19.04.2008 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

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New Ticket - Link Items
by Kai Osthoff 14 Apr '08

14 Apr '08

Hi List! It is possible to link Config Items within the creationprocess of a new ticket? For example: Create a new phone ticket, and before submitting the ticket choose special config items for linking? Only for agents? Greetings, Kai

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Free Fields
by Brunier, Mikael 09 Apr '08

09 Apr '08

Hi When a ticket is created I can specify a type of problem, this is ok, but I have to add more precision for the problem. On the 2.1.7 OTRS version I had the "Free Fields" <<FreeFields.JPG>> But in the 2.2.6 with ITSM 1.0.6 the link is replaced by "ITSM Fields", but it's absolutely not the same functions. <<ITSMFields.JPG>> And when I add Free Key Fields in the Sysconfig, no more... I don't know if the problem is caused by the OTRS version or ITSM. Is it any issue for this problem or another solution to add precision to a ticket ? Thanks Regards Mike

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Config Item
by Brunier, Mikael 08 Apr '08

08 Apr '08

Hello, I have seen that's it's possible to manage computers park with ITSMConfigItem, but I don't know how add computers in the base. Somebody can help me ? Thanks Regards Mike

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RE: [itsm] Error with ITSMTicket install
by Brunier, Mikael 04 Apr '08

04 Apr '08

I had not this line. Now it works perfectly, thanks a lot. Mike ________________________________ From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Carlos Fernando Rodríguez Hdz Sent: jeudi 3 avril 2008 19:38 To: 'OTRS::ITSM User questions and discussions' Subject: RE: [itsm] Error with ITSMTicket install Try increasing the value of MAX_ALLOWED_PACKET to 20M in the mySQL config file (/etc/my.cfg) If you don't have the value already in the file, add it under mysqld seccion [mysqld] datadir=/var/lib/mysql socket=/var/lib/mysql/mysql.sock # Default to using old password format for compatibility with mysql 3.x # clients (those using the mysqlclient10 compatibility package). old_passwords=1 max_allowed_packet=20M restart mysqld service and that should solve your problem Saludos/Regards, Carlos Fernando Rodríguez Hdz. ________________________________ DUX DILIGENS, S.A de C.V. Av. Arcos 267, Col. Arcos Sur 44130 Guadalajara, Jalisco, Mexico Mexico City - Guadalajara - Buenos Aires ________________________________ "La información contenida en este correo es para uso exclusivo de los destinatarios del mismo. Está prohibido a las personas o entidades que no sean los destinatarios de este correo, realizar cualquier tipo de modificación, copia o distribución del mismo. Si recibe este correo por error, tenga a bien notificar al emisor y eliminarlo." "The information in this e mail is intended solely for the use of the addressee. It is prohibited to any person or entity who is not the addressee to make any modification, copy or distribution of this information. If you receive this by mistake, please notify the sender and delete it." From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Brunier, Mikael Sent: Thursday, April 03, 2008 6:19 AM To: itsm(a)otrs.org Subject: [itsm] Error with ITSMTicket install Hello, When I try to add the ITSMTicket-1.0.6 in OTRS 2.2.6 with package manager on a Red Hat EL4 I get this: Error: Need File/Package! ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Thu Apr 3 13:46:15 2008 Message: Need File/Package! Traceback (14870): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.8) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.8) Line: 1126 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 1075 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 I have allready installed these following required packages: GeneralCatalog 1.0.6 LinkObject 1.0.6 ITSMCore 1.0.6 ITSMService 1.0.6 Is there any issue ? Thanks Mike

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Error with ITSMTicket install
by Brunier, Mikael 03 Apr '08

03 Apr '08

Hello, When I try to add the ITSMTicket-1.0.6 in OTRS 2.2.6 with package manager on a Red Hat EL4 I get this: Error: Need File/Package! ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Thu Apr 3 13:46:15 2008 Message: Need File/Package! Traceback (14870): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.8) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.8) Line: 1126 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 1075 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 I have allready installed these following required packages: GeneralCatalog 1.0.6 LinkObject 1.0.6 ITSMCore 1.0.6 ITSMService 1.0.6 Is there any issue ? Thanks Mike

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Re: [itsm] Export/Import Issues
by Snehal Desai 02 Apr '08

02 Apr '08

Hello again, I did use the Win32 Installer of OTRS, does that mean the CSV_XS is already installed? Then, what could my problem be? Thanks, Snehal ----- Original Message ---- From: Raphael Matter <matterr(a)googlemail.com> To: ITSM User questions and discussions <itsm(a)otrs.org> Sent: Wednesday, April 2, 2008 8:41:59 AM Subject: Re: [itsm] Export/Import Issues Hej, as i'm not really into perl i haven't installed it yet, but at http://www.cpan.org/modules/01modules.index.html you have a (very long) list of perl modules. there you can download http://www.cpan.org/authors/id/H/HM/HMBRAND/Text-CSV_XS-0.37.tgz . And there is a README inside with instructions. (When you use the Win32 Installer of OTRS the module is already installed by default) best regards Snehal Desai schrieb: > Hello Shawn and Raphael, > > Thanks for your help. But, where can I find the perl module text to > install and how do I go about installing it? > > Thanks again. > > Snehal > > ----- Original Message ---- > From: Shawn Beasley <shawn.beasley(a)otrs.com> > To: ITSM User questions and discussions <itsm(a)otrs.org> > Sent: Wednesday, April 2, 2008 8:15:52 AM > Subject: Re: [itsm] Export/Import Issues > > Hi Snehal, > > Hi, > > > > The system log revealed, that in my case, the cause for the error was > > the missing perl module Text::CSV_XS. Maybe that's the same for you! > > > Good Eye! Please run the otrs.checkmodules script to see if you have > everything you need to run OTRS :) Raphael, keep up the good community > work. > > best regards Raphael > > > > Snehal Desai schrieb: > >> Actually mine worked all the way til I hit the export button, when > >> the error came. > >> > >> ----- Original Message ---- > >> From: Raphael Matter <matterr(a)googlemail.com > <mailto:matterr@googlemail.com>> > >> To: ITSM User questions and discussions <itsm(a)otrs.org > <mailto:itsm@otrs.org>> > >> Sent: Tuesday, April 1, 2008 12:32:22 PM > >> Subject: Re: [itsm] Export/Import Issues > >> > >> Hi, > >> > >> I have the same problems - and there already is a ticket in bugzilla > >> (http://bugs.otrs.org/show_bug.cgi?id=2731) > >> maybe it's related to the column delimiter of csv. > >> I made a test installation of otrs on a different machine and export > >> works there - and in the working installation of otrs I can choose the > >> csv delimiter in step 3 of the import management. > >> but in the bad otrs installation it doesn't ask me for the delimiter in > >> step 3. so the problem should be there somewhere! > >> > >> best regards, raphael > >> > >> Snehal Desai schrieb: > >> > 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. > >> > > >> > ------------------------------------------------------------------------ > >> > >> > ------------------------------------------------------------------------ > >> > >> _______________________________________________ > >> 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/ > > > -- > Shawn Beasley > ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg > Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 > http://www.otrs.com/ :: Communication with success! > > > Geschäftssitz: Bad Homburg > Amtsgericht Bad Homburg, HRB 10751 > Steuernummer: 003/240/97521 > > Aufsichtsratsvorsitzender: Burchard Steinbild > Vorstandsvorsitzender: André Mindermann > > > > > -----Inline Attachment Follows----- > > _______________________________________________ > 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/ _______________________________________________ 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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Re: [itsm] Export/Import Issues
by Snehal Desai 02 Apr '08

02 Apr '08

Hello Shawn and Raphael, Thanks for your help. But, where can I find the perl module text to install and how do I go about installing it? Thanks again. Snehal ----- Original Message ---- From: Shawn Beasley <shawn.beasley(a)otrs.com> To: ITSM User questions and discussions <itsm(a)otrs.org> Sent: Wednesday, April 2, 2008 8:15:52 AM Subject: Re: [itsm] Export/Import Issues Hi Snehal, > Hi, > > The system log revealed, that in my case, the cause for the error was > the missing perl module Text::CSV_XS. Maybe that's the same for you! > Good Eye! Please run the otrs.checkmodules script to see if you have everything you need to run OTRS :) Raphael, keep up the good community work. > best regards Raphael > > Snehal Desai schrieb: >> Actually mine worked all the way til I hit the export button, when >> the error came. >> >> ----- Original Message ---- >> From: Raphael Matter <matterr(a)googlemail.com> >> To: ITSM User questions and discussions <itsm(a)otrs.org> >> Sent: Tuesday, April 1, 2008 12:32:22 PM >> Subject: Re: [itsm] Export/Import Issues >> >> Hi, >> >> I have the same problems - and there already is a ticket in bugzilla >> (http://bugs.otrs.org/show_bug.cgi?id=2731) >> maybe it's related to the column delimiter of csv. >> I made a test installation of otrs on a different machine and export >> works there - and in the working installation of otrs I can choose the >> csv delimiter in step 3 of the import management. >> but in the bad otrs installation it doesn't ask me for the delimiter in >> step 3. so the problem should be there somewhere! >> >> best regards, raphael >> >> Snehal Desai schrieb: >> > 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. >> > >> ------------------------------------------------------------------------ >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> 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/ -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann -----Inline Attachment Follows----- _______________________________________________ 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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Re: [itsm] Export/Import Issues
by Snehal Desai 02 Apr '08

02 Apr '08

Actually mine worked all the way til I hit the export button, when the error came. ----- Original Message ---- From: Raphael Matter <matterr(a)googlemail.com> To: ITSM User questions and discussions <itsm(a)otrs.org> Sent: Tuesday, April 1, 2008 12:32:22 PM Subject: Re: [itsm] Export/Import Issues Hi, I have the same problems - and there already is a ticket in bugzilla (http://bugs.otrs.org/show_bug.cgi?id=2731) maybe it's related to the column delimiter of csv. I made a test installation of otrs on a different machine and export works there - and in the working installation of otrs I can choose the csv delimiter in step 3 of the import management. but in the bad otrs installation it doesn't ask me for the delimiter in step 3. so the problem should be there somewhere! best regards, raphael Snehal Desai schrieb: > 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. > ------------------------------------------------------------------------ > > _______________________________________________ > 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/

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Re: [itsm] Where is the link to a configuration item (CI) in a ticket?
by longwave＠terra.es 02 Apr '08

02 Apr '08

Hi Robin, Thank you for your document, which clarifies how to do link a CI to a Ticket. What I liked to know is whether it is possible to link to a CI when initiating a new ticket. The conversation of a helpdesk person with a user will be one like this: Client: I have Problem with my computer Helpdesk: What is your computer id? Client: It is 123abc Helpdesk: fine. what is happening to your computer? Client: When I push the on off button nothing happens, the screen stays black. Helpdesk: OK, I recorded the data. We'll have a look at it. ..... Is the recording of the CI number be possible from the start of the ticket? Maybe I am overseeing something, I am new to OTRS. Regards, Enrique. From: Robin Krisher To: longwave(a)terra.es Sent: Thursday, March 27, 2008 8:46 PM Subject: [itsm] Where is the link to a configuration item (CI) in a ticket? Enrique, Attached is an example of how I link a ticket to a piece of inventory. Hope it helps. Cordially, Robin P. Krisher CPE Technician Lubbock Emergency Communication District From: "longwave(a)terra.es" <longwave(a)terra.es> Subject: [itsm] Where is the link to a configuration item (CI) in a ticket? To: itsm(a)otrs.org Message-ID: <14386574.1206634818741.JavaMail.root@cps2> Content-Type: text/plain; charset="utf-8" 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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