January 2009 - itsm - OTRS mailing lists

Unlink config item
by Van den Brandt Tom T 21 Jan '09

21 Jan '09

Hi, While experimenting with configuration items, I entered some building locations for our customer. I then linked one of the locations to a test ticket. Unfortunately, I selected the wrong type of link. I then re-linked the location to the ticket (with the correct type), but now it has two links in the 'linked as' field (which seems logical as indeed, some configuration items might have more then one type of relationship to other configuration items). What I can't find is how to remove/correct the link type/relationship. Is there some 'unlink' functionality? Can anyone help out? Thanks, Regards, Tom

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Problem sending out emai
by tanww 16 Jan '09

16 Jan '09

Hi all, If I have problem sending out the email ticket, any idea how I can rectify it? Best Regards Eve

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Setting dinamics values with PostMasterFilter
by David SALGADO VIDAL 15 Jan '09

15 Jan '09

Hi. I am looking for some information about the Postmaster Filter, that I can use to set the value for a header obtaining it from the content of the source message, like a variable. An example: My OTRS receives e-mails having in the subject a number and I want the Postmaster Filter set the subject content as the value of X-OTRS-CustomerNo. Could I do it, or only can set static values? Sorry for may bad English. I hope you can understand me. Saludos. 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 por 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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Mass adding service<->customers mappings
by José Miguel Parrella Romero 13 Jan '09

13 Jan '09

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, Currently, I have to add a customer to the service<->customer mappings so when a ticket is created for him/her, the dropdown menus reflect some services and SLA for the ticket. How can I manage to set some default service<->customers mappings so a bunch of users can all open tickets on a common service such as the mail service? Thanks for your time, Jose -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iEYEARECAAYFAklpWxgACgkQUWAsjQBcO4JfeACdFC3AuRVxoOwAgx2K6MuRYrta O9QAnRnOMiTFeWJEPwVl1mNh1Cij3Kv9 =UPv+ -----END PGP SIGNATURE-----

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Add attachements to config items
by Mayk Backus 12 Jan '09

12 Jan '09

Hi all, Is it possible to add attachements to config items ? IMHO it would be verry nice to have the option of adding config files to those items, or to add digital service reports to the config items. anyone an hint for this ? Greets Mayk

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Group creation per ITSM-specific item
by José Miguel Parrella Romero 11 Jan '09

11 Jan '09

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, There's a feature stated for OTRS::ITSM 1.1 which says: "each object like Service/SLA, Location, CI, Linkobject now creates an own group, so the agents rights can be assigned more granulary." As I understand it, each ITSM-specific item (e.g., services) will generate an OTRS group which I can then use to assign permissions for specific users, am I wrong? It doesn't seem right, at least for CIs, but then it'd be nice to have per-service service managers. Jose -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iEYEARECAAYFAklpRAcACgkQUWAsjQBcO4JffACcD6axm2P6F1S6jbr2ny8XU/oL yKUAnR70jMIGzycLCdmOyyuIpxeUjyJL =8nKZ -----END PGP SIGNATURE-----

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Setting incident states for a CI from tickets
by José Miguel Parrella Romero 11 Jan '09

11 Jan '09

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, I've been playing around with OTRS::ITSM for a while, and I think it's a very nice product which fills a big gap in the FOSS market. Great work! One of the basic things I've been trying to do (and haven't found out much information about it in the docs) is to set a CI incident state directly from a new ticket. For example, I'm able to link a ticket with a CI, but no matter which link I choose, the Incident State for the CI remains Operational, and the light bulb for the service (if it's linked) is green. That way, no ticket can 'affect' a CI (or a Service, as per propagation) and the only way I can make the light bulb go red (in simple words) is to edit the CI and manually change the Incident State to 'Incident'. Also, this feature also makes me wonder about the ticket links: is it really useful to link a ticket with a CI if it doesn't afect the state? Thank you again for your time and work! Jose -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iEYEARECAAYFAklpP0UACgkQUWAsjQBcO4IqCgCdGV9xTNdMzaIVqoIeY6uHjLjG zHwAn0IXa3y/8PyWXJIe9N8tFyRppqgH =Wiqo -----END PGP SIGNATURE-----

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problem activate stats icon for the customer interface
by tanww 09 Jan '09

09 Jan '09

Hi all, How can I activate the stats icon for the customer interface. I have logged into the admin interface and check the relevant groups at the customer user <-> groups link but how come when I logged into the customer interface I could not see the stats icon? Please advise. Thank you. Best Regards Eve

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view user issue
by tanww 08 Jan '09

08 Jan '09

Hi all, I have just installed the otrs-itsm. I have locked in as the administrator and have created quite a few users. However, when I clicked the user hyperlink at the admin area, I cannot see any user listing . I can only see my users when I click the user<->Group hyperlink. How can I make all the users that I have created appear at the listing when I click the user hyperlink? Please advise. Tks. Best Regards Eve

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