October 2009 - itsm - OTRS mailing lists

AdminITSMCIPAllocate problem with spanish
by Aquiles Cohen 01 Jun '10

01 Jun '10

at line 27 on Kernel/Output/HTML/Standard/AdminITSMCIPAllocate.dtl says: <td class="contenthead"> $Text{"Priority"} $Text{"allocate"}: </td> But because $Lang->{'Priority'} = 'Prioridad'; $Lang->{'allocate'} = 'Asignar'; the correct translation must be: "Asignar Prioridad" It's necesary to create a new variable to $Text{"Priority"} $Text{"allocate"}: makes sense. i tried to invert but Package manager show me errors. Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

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Understanding SLA
by Magic Boiz 14 Nov '09

14 Nov '09

Hi there first off, thx for the reply regarding the CI Categories. Now, I have a second doubt: how can I add new SLA types?? Inside the General Catalog, under ITSM::SLA::Type, I can see Availability, Errors, Other, etc.... but all of them have the same structure with these items: - Type - calendar - Escalation First Response - Escalation Update - Escalation Solution - Min time between incidents - Valid - Comments. How can I change this structure and add new items? Thx in advance

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Using Configuration Elements in Ticket Creation
by Cristian Marchionni 07 Nov '09

07 Nov '09

Hi, I'm studying otrs and the itsm addons from various months before making it operative but I didn't found an explanation or example on how to include the elements of the hardware, computer ecc db in ticket creation. Is there someone that had this need/issue ? Thanks in advance to all the list for every suggestion, Bye Cristian Marchionni Cristian Marchionni Sistema Nord Srl Support Tecnico cristian.marchionni(a)sistemagroup.it <mailto:cristian.marchionni@sistemagroup.it> Tel : +39 721 23604 Fax : +39 721 24609 Le informazioni trasmesse sono destinate eclusivamente alla persona o alla società in indirizzo e sono da intendersi confidenziali e riservate. Ogni trasmissione, inoltro, diffusione o altro uso di queste informazioni a persone o società differenti dal destinatario è proibita. Se ricevete questa comunicazione per errore, siete pregati di contattare il mittente e cancellare le informazioni da ogni computer. The information transmitted is exclusively destined for the person or company indicated in the address and is to be intended confidential and reserved. Any further transmission, forwarding, diffusion to and any other use of these information related to persons or companies different form the ones who is intended for is prohibited. If you receive this communication erroneously, please contact the sender and delete the information received.

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RV: itsm Digest, Vol 29, Issue 12
by Pais Silvina 29 Oct '09

29 Oct '09

-----Mensaje original----- De: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] En nombre de itsm-request(a)otrs.org Enviado el: jueves, 29 de octubre de 2009 11:52 a.m. Para: itsm(a)otrs.org Asunto: itsm Digest, Vol 29, Issue 12 Send itsm mailing list submissions to itsm(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/mailman/listinfo/itsm or, via email, send a message with subject or body 'help' to itsm-request(a)otrs.org You can reach the person managing the list at itsm-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of itsm digest..." Today's Topics: 1. Antwort: Using Configuration Elements in Ticket Creation (sven.ehret(a)comdok.de) ---------------------------------------------------------------------- Message: 1 Date: Thu, 29 Oct 2009 15:51:28 +0100 From: sven.ehret(a)comdok.de Subject: [itsm] Antwort: Using Configuration Elements in Ticket Creation To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> Message-ID: <OF00C13B01.3853E549-ONC125765E.00512DD5-C125765E.00519D80(a)comdok.de> Content-Type: text/plain; charset="utf-8" Hello, to link configuration items to new tickets, use the ?Link? link in the upper left corner (Screenshot): There, you can link all kinds of config items (and tickets) to new tickets. Does that help you? Kind regards Sven Ehret Von: "Cristian Marchionni" <cristian.marchionni(a)sistemagroup.it> An: <itsm(a)otrs.org> Datum: 23.10.2009 11:25 Betreff: [itsm] Using Configuration Elements in Ticket Creation Gesendet von: itsm-bounces(a)otrs.org Hi, I?m studying otrs and the itsm addons from various months before making it operative but I didn?t found an explanation or example on how to include the elements of the hardware, computer ecc db in ticket creation. Is there someone that had this need/issue ? Thanks in advance to all the list for every suggestion, Bye Cristian Marchionni Cristian Marchionni Sistema Nord Srl Support Tecnico cristian.marchionni(a)sistemagroup.it Tel : +39 721 23604 Fax : +39 721 24609 Le informazioni trasmesse sono destinate eclusivamente alla persona o alla societ? in indirizzo e sono da intendersi confidenziali e riservate. Ogni trasmissione, inoltro, diffusione o altro uso di queste informazioni a persone o societ? differenti dal destinatario ? proibita. Se ricevete questa comunicazione per errore, siete pregati di contattare il mittente e cancellare le informazioni da ogni computer. The information transmitted is exclusively destined for the person or company indicated in the address and is to be intended confidential and reserved. Any further transmission, forwarding, diffusion to and any other use of these information related to persons or companies different form the ones who is intended for is prohibited. If you receive this communication erroneously, please contact the sender and delete the information received. --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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RV: Welcome to the "itsm" mailing list (Digest mode)
by Pais Silvina 27 Oct '09

27 Oct '09

-----Mensaje original----- De: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] En nombre de itsm-request(a)otrs.org Enviado el: martes, 27 de octubre de 2009 03:42 p.m. Para: spaiz(a)arba.gov.ar Asunto: Welcome to the "itsm" mailing list (Digest mode) Welcome to the itsm(a)otrs.org mailing list! To post to this list, send your email to: itsm(a)otrs.org General information about the mailing list is at: http://lists.otrs.org/mailman/listinfo/itsm If you ever want to unsubscribe or change your options (eg, switch to or from digest mode, change your password, etc.), visit your subscription page at: http://lists.otrs.org/mailman/options/itsm/spaiz%40arba.gov.ar You can also make such adjustments via email by sending a message to: itsm-request(a)otrs.org with the word `help' in the subject or body (don't include the quotes), and you will get back a message with instructions. You must know your password to change your options (including changing the password, itself) or to unsubscribe. It is: calidad Normally, Mailman will remind you of your otrs.org mailing list passwords once every month, although you can disable this if you prefer. This reminder will also include instructions on how to unsubscribe or change your account options. There is also a button on your options page that will email your current password to you.

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SLA and ConfigItems
by magicboiz 26 Oct '09

26 Oct '09

Hi everybody, following with my questions on ITMS.....one more question: I have a service with several data lines: some DSL, some fiber, etc..... As you can imagine, a DSL line has different "quality" features than a fiber line..... differents MTBF, differents recovery times....etc So, if the SLA is linked to a service and not to a ConfigItem, how would you define an SLA for these kind of services which have such different CI's?.... Thx!!

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Default ticket type
by magicboiz 20 Oct '09

20 Oct '09

Hi all Is there any way to set default ticket type to "Incident". When customers send emails reporting problems, the ticket is created into the postmaster queue, and the ticket type is set to 'default'. Where can I config this behavior? thanks in advance.

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ITSMConfigItemZoom
by Peter Ploskov 20 Oct '09

20 Oct '09

Hi list, I'm trying to integrate ITSM Config managment with external monitoring application. I can open an ITSMConfigItemZoom by using the link: http://server/otrs/index.pl?Action=AgentITSMConfigItemZoom&ConfigItemID=2 This is ok but I have to use the ConfigItemID as parameter and it is not available in the monitoring application. So my question - is it possible to use another field of the AgentITSMConfigItemZoom (for example - hostname or IP address) as parameter in the url? Thanks Peter

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Re: [itsm] [itsm-announce] Release Note OTRS::ITSM 1.3.2 (Whitehaven Beach)
by magicboiz 19 Oct '09

19 Oct '09

Hi all after upgrade to 1.3.2 from the Package Manager front end, every time I want to assign a new owner o close a ticket, I always get the same message " A message should have a body". Of course, there is always a message into the body field..... I'd restart apache2, delete /opt/otrs/var/tmp, clear my browser cache...... but with no effect, I still get the message...... Thanks On Lunes 19 Octubre 2009 09:41:06 Hauke Böttcher wrote: > Dear Community Members, > > +++++++++++++++++++++++++ RELEASE NOTE ++++++++++++++++++++++++ > > Release: OTRS::ITSM 1.3.2 > Status: stable > Code Name: Whitehaven Beach, Australia > Required Framework: OTRS 2.4.5 > Code Name: Aitutaki Beach, Cook Island > > > OTRS::ITSM is the world's leading open-source ITIL-compliant > IT Service Management solution. It is built on the solid > fundament of 70,000 productive OTRS installations which is > available in 27 languages. > > All known features from OTRS continue to be available in > OTRS::ITSM. Using the OTRS package manager you can easily > expand your existing Service Desk solution OTRS to a powerful > IT Service Management Suite by installing additional ITIL > processes: > > * Incident Management > * Problem Management > * Configuration Management incl. CMDB/CMS > * Service Level Management > > JOINT DEVELOPMENT INITIATIVE: 'CHANGE MANAGEMENT' > ================================================= > > Change Management, the next ITIL process to be implemented in > the OTRS::ITSM standard is planned to be realized Jan 31 2010. > The functional specification has already been finished, a mile- > stone plan is fixed. The Change Management 1.0.0 module will be > given to investors only until the funding covers the 50% which > has to be provided by investors/user organizations. If your > company is interested in joining the initiative and get the > Change Management right from the start please contact > us: ready-for-take-off at otrs.com > > There are 57,500 EUR left to be covered until the Change > Management 1.0.0 will be provided to the public. It will be > published under the AGPL and for sure remain free of any > license fees. > > Join in and get ready for take-off! > > ENHANCEMENTS: > ============ > > * Added french translation, thanks to Olivier Sallou! > * Added Chinese Simple translation, thanks to Never Min! > > BUG FIXES: > ========== > > > * Bug# 4195 - Imports with a leading 0 in a field was not > possible. Config item with fields starting with > the number 0 could neither be displayed nor > imported and exported. > [ http://bugs.otrs.org/show_bug.cgi?id=4195 ] > > * Bug# 4382 - Memory leak in OTRS::ITSM modules. Under some > circumstances OTRS::ITSM used too much memory > over time. > [ http://bugs.otrs.org/show_bug.cgi?id=4382 ] > > * Bug# 4376 - There were defect back-links on Configuration > Item linkpage. > [ http://bugs.otrs.org/show_bug.cgi?id=4376 ] > > * Bug# 3813 - When linking services to Configuration Items > only the shortname was shown. > [ http://bugs.otrs.org/show_bug.cgi?id=3813 ] > > DOWNLOAD: > ========= > > * http://otrs.org/download/ > * http://www.otrs.com/en/download/software/ > * ftp://ftp.otrs.org/pub/otrs/itsm/packages13/ (Germany/Hamburg) > > A complete list of all download mirrors (ftp/http/rsync) is > Available at http://otrs.org/download/ > > MD5 MESSAGE DIGEST (128-bit) CHECKSUMS: > ======================================= > > 8777e872e93ff8bdfb3364ff63cc2a2a > http://ftp.otrs.org/pub/otrs/itsm/packages13/GeneralCatalog-1.3.2.opm > 5e1f0396e0c6dbc2558067f9303f1e71 > http://ftp.otrs.org/pub/otrs/itsm/packages13/ITSMConfigurationManagement-1. > 3.2.opm 5e6cfced0b41781614bb1616fa04f8f3 > http://ftp.otrs.org/pub/otrs/itsm/packages13/ITSMCore-1.3.2.opm > f961f6a5f084eae4ddb569863d6d30a4 > http://ftp.otrs.org/pub/otrs/itsm/packages13/ITSMIncidentProblemManagement- > 1.3.2.opm ab2766871dcfcb3ad4357001744730d2 > http://ftp.otrs.org/pub/otrs/itsm/packages13/ITSMServiceLevelManagement-1.3 > .2.opm b965e3522b7e3d0d89ab3f20d4d4eaee > http://ftp.otrs.org/pub/otrs/itsm/packages13/ImportExport-1.3.2.opm > > INSTALLATION: > ============= > > Installation guide: > ftp://ftp.otrs.org/pub/otrs/itsm/INSTALL-1.3.ITSM > > Previous OTRS::ITSM 1.2 installation guide: > ftp://ftp.otrs.org/pub/otrs/itsm/INSTALL-1.2.ITSM > > If you have OTRS::ITSM 1.0 or OTRS::ITSM 1.1 installed, > have a look at this FAQ article to upgrade your system to > OTRS::ITSM 1.2 first, before you upgrade to OTRS::ITSM 1.3: > > http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=14&ItemID=30 > 0 > > If you have OTRS::ITSM 1.2 installed, you first need to > upgrade your OTRS Framework to OTRS 2.4. After that you can > follow the steps in section 2 of this document (Installation > OTRS::ITSM 1.3). For more information follow this link: > > http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=345 > > FEEDBACK & BUG REPORTING: > ========================= > Although OTRS::ITSM 1.3.2 has been tested before, we appreciate > Your contributions. As always, you’re encouraged to tell us what > you think, using this feedback e-Mail: [enjoy(a)otrs.com] or by > filing a bug in Bugzilla [http://bugs.otrs.org] > > > MEET US: > ======== > CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more > about OTRS at booth no. 12 from Nov 24-25, 2009! > > CU@ PINK - 14th. IT Service Management Conference in Las Vegas (USA) > and get to know more about OTRS at booth no. 517b from Feb 21-24, 2010! > > -- > > ((enjoy)) > > Hauke Jan Böttcher > Director Sales & Marketing > > > OTRS AG > Norsk-Data-Straße 1 > 61352 Bad Homburg > Deutschland > > T: +49 (0)6172 681988 0 > F: +49 (0)9421 56818 18 > I: http://www.otrs.com/ > > Geschäftssitz: Bad Homburg > Amtsgericht: Bad Homburg, HRB 10751 > Steuernummer: 003 240 97505 > Aufsichtsratsvorsitzender: Burchard Steinbild > Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer > > ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! > http://www.otrs.com/de/support/enterprise-subscription/ >

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Klaus Hillebrands ist außer Haus.
by hillebrands＠ihk-nordwestfalen.de 14 Oct '09

14 Oct '09

I will be out of the office starting 09.10.2009 and will not return until 26.10.2009. In dringenden Fällen wenden Sie sich bitte an : Herrn Bernd Böckers Tel.: 0251-707150 eMail: boeckers(a)ihk-nordwestfalen.de Mit freundlichen Grüßen Klaus Hillebrands Industrie- und Handelskammer Nord Westfalen Postfach 40 24 | 48022 Münster Sentmaringer Weg 61 | 48151 Münster http://www.ihk-nordwestfalen.de Telefon (0251) 707-363 | Telefax (0251) 707-8363

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