June 2008 - itsm - OTRS mailing lists

Inventory and tracking tool?
by Nielson, Adam 20 Jun '08

20 Jun '08

Can you use OTRS, or OTRS + ITSM to do inventory and tracking? We constantly send out devices for test and need to track who has them, where they are, etc. Also, if we could use OTRS to submit requests and returns too. Mainly, is there a way to have a "spreadsheet" type style of inventory and asset tracking? Thank you, Adam Nielson

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Ticket link - ITIL concept
by Clement, Aurelien (Noumea) 20 Jun '08

20 Jun '08

Hi gents, How a ticket link (parent/child) works in an ITIL concept? If I close the parent will an automatic script close or inform Childs? Regards Aurélien

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Closed ticket notification to agents, not customers?
by Jay Holler 18 Jun '08

18 Jun '08

Hello, I have sifted through the documentation and mailing list archives but have not been able to find a solution for my specific case. We are using the system to track remote hands requests in a data center, and it would be very useful for all agents to receive a notification when a ticket is closed, both for technicians and management. We are able to get notification when a new ticket is created and when a ticket receives a followup by having those sent to our distribution list. However it seems the only users who can receive a ticket state notification are customers. We don't want the customer to receive a message because we are hand writing messages when we close the ticket already, as appropriate for each task. Any ideas would be appreciated, even if it gets to the point of changing the perl modules to effectuate this type of notification to agents instead of customers. Regards, Jay Holler

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Ticket response/solution times vs. priority in OTRS::ITSM
by Dumont, Alexandre Jean Michel Pierre 13 Jun '08

13 Jun '08

When creating a ticket in OTRS::ITSM, the agent select the affected Service (which internally sets the incident CRITICALITY), then selects the SLA among the possible SLA associated to this service (which sets the ticket response/solution times,...). Then the agent fills the ticket details, and set the incident IMPACT with the calling user/customer help. OTRS::ITSM is then able to calculate the ticket priority (thanks to the global CRITICALLITY-IMPACT-PRIORITY matrix). (By the way, the agent can manually adjust the priority.) So, it seems to me that in OTRS::ITSM response/solution times are directly defined by the selected SLA of the affected service and are by no way related to the incident priority. As far as I understand ITIL, response and escalation time are dependents of the incident priority (higher priority should set lower response times), so I would expect to be able to define response/solution times for each priority (a table) within the SLA definition, but in place of that I can only set time independently of the future ticket priority. Am I missing something? Is there a way of setting "response/solution times by priority" table when creating SLAs in OTRS::ITSM? If not, How do you deal with this "limitation"? Is there any workaround? Is the possibility to define such "response/solution times by priority" table planned somehow (a separate module?) ? Best Regards, Alex

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A structured tree view
by gustavo 13 Jun '08

13 Jun '08

Hello; On the announcement of OTRS::ITSM 1.1.1 (Whitehaven Beach) release, there is a phrase that says: "A structured tree view on services & CIs including informations on each objects current status allows to analyse an incident and calculate the incidents impact on affected services and customers." Do you know where can i see this structured view??? Greetings; Gustavo Dias Silveira

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[otrs] Unable to see Service and SLA in drop down
by Clement, Aurelien (Noumea) 10 Jun '08

10 Jun '08

Hi, How can I assign a service to all users (customers) and not to a specific list of users? Regards, Aurélien

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[when] 2.3b with ITSM?
by Egor Tsilenko 09 Jun '08

09 Jun '08

Hi community! Is it possible to install ITSM 1.1.1 (or maybe some beta) over OTRS 2.3b ? I want to test this beta because 2.3 is really cool stuff and I don't want to wait till it would be a release. When I'm trying to install ITSM modules over OTRS 2.3 beta I see: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: linux Time: Tue May 27 13:11:35 2008 Message: Sorry, can't install/upgrade package, because the framework version required by the package (2.2.6;2.2.x CVS;) does not match your Framework (2.3.0 beta1)! Traceback (22045): Module: Kernel::System::Package::_CheckFramework (v1.78) Line: 1638 Module: Kernel::System::Package::PackageInstall (v1.78) Line: 346 Module: Kernel::Modules::AdminPackageManager::Run (v1.62) Line: 1196 Module: Kernel::System::Web::InterfaceAgent::Run (v1.33) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Any ideas? Thanks in advance. -- MoiKrug - ??????? ???? <http://bg8s.moikrug.ru/?from=userlink>??????? ???? <http://bg8s.moikrug.ru/?from=userlink>

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