November 2009 - itsm - OTRS mailing lists

Klaus Hillebrands ist außer Haus.
by hillebrands＠ihk-nordwestfalen.de 16 Nov '09

16 Nov '09

Ich werde ab Mo, 16.11.2009 nicht im Büro sein. Ich kehre zurück am Fr, 20.11.2009. 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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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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Re: [itsm] How to create CI Item in OTRS ITSM 2.4
by Michiel Beijen 11 Nov '09

11 Nov '09

Hi Amol, After you install the Config Management package, there is a new group created on your system, called *itsm-configitem*. It seems like the account you use is not a member of this group but only of the group *admin*. Please make sure your user account is a member of the group *itsm-configitem * or, if you use roles, that he has a role that is a member of this group. If so, you'll have an option in the navigation bar called 'Config Item' and you can click that, and then 'New', to create a new CI. ((enjoy)) - Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany)<http://www.otrs.com/en/news-and-press/news-details/article/translate-to-eng…>and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! On Tue, Nov 10, 2009 at 7:59 AM, Amol Wadkar <amol.remedy(a)gmail.com> wrote: > >> Hi Team, >> >> I am working on OTRS ITSM 2.4 and I stuck with an issue. >> I can create CI class but not its instance or its item. >> >> Can anyone helpout us in this regards. >> >> Thanks and Regards, >> Amol >> --------------------------------------------------------------------- >> 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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How to assine SLA to Ticket from Agent Login
by Amol Wadkar 10 Nov '09

10 Nov '09

Hi Team, I am working on OTRS:ITSM 2.4. I have a query in regards with SLA. I can configure SLA from 'Admin' for a perticular service. Then I believe that when customer selects a service while creating a new ticket, the SLA should get selected for that perticular service. But instead the customer needs to select the SLA for his selected service. Can anyone throw light on this. Regards, Amol.

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How to create CI Item in OTRS ITSM 2.4
by Amol Wadkar 10 Nov '09

10 Nov '09

Hi Team, I am working on OTRS ITSM 2.4 and I stuck with an issue. I can create CI class but not its instance or its item. Can anyone helpout us in this regards. Thanks and Regards, Amol

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Service types
by Kristin Ekornes Strøm 09 Nov '09

09 Nov '09

Hi! I'm still working on OTRS::ITSM and have added quite a few Services and linked them to CI's - so far so goodJ I am wondering if it's possible to hide some services from the customer view and still be able to view the service from agent view? I've tried to use different service types, but it seems to have no effect. To illustrate: We've got a service under "Datacenter services" called "hardware", this is an "internal" service, and only agents in the users group (not customer user) should view this service. Still, they should be able to link the service to any customer when creating a new ticket and choosing a customer user (so it is a default service). I've tried to set the type of the service to Back End, IT Operational, Other etc to see if this hides the service from the customer user, but it still shows in the customer view drop-down when registering a new ticket. Can service types be used for this purpose? Does anybody have a solution on how to get around this? Thank you in advance! Regards, /Kristin

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Service - CI link
by Kristin Ekornes Strøm 09 Nov '09

09 Nov '09

Hi! We have been using OTRS since this summer and are now working on our CMDB - and I have some questions I hope someone can help withJ We are running OTRS 2.4.4 with ITSM 1.3.1 I have added some services and linked some CI's to these services - and also linked customer users to services. When I register a new ticket - I get a list with services I can link to the ticket - this is great! If I want to link a CI to a ticket, I have to search through all CI's not only the ones belonging to the service I've already selected - ?? My questions are: 1. Is it possible to get a list of only the CI's that are already linked to a service when you have linked a service to a ticket? 2. Is it possible to add CI's in the "register new ticket" window (not having to register the ticket first and then press link etc.. our servicedesk complains about too much clicking around to register a ticket..) 3. Is it possible to get a view of the CI's that are linked to a service in the ticket zoom view? now you have to manually link CI's (or other tickets) for them to show in the ticket zoom view Thank you in advance for your kind response! Regards, Kristin

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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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Klaus Hillebrands ist außer Haus.
by hillebrands＠ihk-nordwestfalen.de 06 Nov '09

06 Nov '09

I will be out of the office starting 05.11.2009 and will not return until 09.11.2009. 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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