March 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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Config Item and Location functionalities with ITSM 1.2.2.
by Aysel Pamuk 31 Mar '09

31 Mar '09

Hello, I have installed OTRS 2.3.3 and ITSM 1.2.2. Before upgrading to ITSM 1.2.2, I had icons such as Location, Config Items in my bar as shown below. Now I would like to install the following packages. ITSMTicket-1.1.3.xml LinkObject2-1.1.3.xml But receive the errors below. How can I have the functionalities Location, Config Item with ITSM 1.2.2? Thanks in advance, Aysel [ OTRS::ITSM 1.2.2 <https://10.0.2.40/otrs/index.pl?> ] Aysel Pamuk (aysel.pamuk(a)gantek.com) 13:15:25 - 01/19/2009 Error: Sorry, can't install/upgrade package, because the framework version required by [..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Jan 19 13:15:27 2009 Message: Sorry, can't install/upgrade package, because the framework version required by the package (2.2.8;2.2.x CVS;) does not match your Framework (2.3.3)! Traceback (26070): Module: Kernel::System::Package::_CheckFramework (v1.85) Line: 1789 Module: Kernel::System::Package::PackageInstall (v1.85) Line: 347 Module: Kernel::Modules::AdminPackageManager::Run (v1.65) Line: 1316 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47

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Error listing Network CIs
by David SALGADO VIDAL 31 Mar '09

31 Mar '09

Hi. We are working with ITSM 1.2.2 and we try to make the Network items list we have an error. When it happen we obtein this error on the navigator: Software error: Can't use an undefined value as a HASH reference at ../..//Kernel/Modules/AgentITSMConfigItem.pm line 142. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. And the OTRS writes in the log this message: [Tue Feb 24 17:55:31 2009][Error][Kernel::System::ITSMConfigItem::Version::VersionGet][258] No such config item version! All others CI lists (Computers, Hardware, Location, Software) work correctly. 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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html email
by Diego Giardinetto 23 Mar '09

23 Mar '09

Hi guys, i tried to find my answer on older mails, but I don't find it, so this is my question: can otrs send HTML emails instead of plain text? Thx, Diego -- Diego Giardinetto Junior SysAdmin @ ZephirWorks email: diego.giardinetto<at>zephirworks.com mobile: +39 328 06 81 489

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Service & SLA list are empty when creating tickets
by Jose Luis Garcia 22 Mar '09

22 Mar '09

Hello everyone, I'm testing the latest ITSM::OTRS package and I'm experiencing the problem in the subject. When I create a ticket I can not select any SLA or service because de list are always empty, although I have several SLA & service defined. Anyone else have experienced this problem? Any solution? Thank you very much Jose Luis

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Query about group set up
by Jayadevan M 19 Mar '09

19 Mar '09

Hi, We are trying to set up OTRS for the first time. I have the set up like this $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '*.*.*.*'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=my,DC=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=USER1,CN=Users,DC=*,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'passwd'; "Users" is the container in windows active directory. This approach works fine and all users can login. We want to set up a group within this container for example - Otrs_Admins. When we add the group and move a user to that group, we get an error message saying "search failed" [Error][Kernel::System::Auth::LDAP::Auth][312] Search failed! base='CN=Otrs_Admins,DC=my,DC=com', filter='(member=CN=user1,CN=Users,DC=my,DC=com)' The configuration for this reads $Self->{'AuthModule::LDAP::GroupDN'} ='CN=Otrs_Admins,DC=my,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; Would some one be able to help us with this? Regards, Jayadevan

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Linking items to customer
by Matteo 17 Mar '09

17 Mar '09

Hi, we're evaluating otrs::itsm, and so far is a great tool. One thing is not clear to me (for sure I'm dumb): how can I link multiple items to a customer? This to be able to get all items that a customer has, and to be able for the customer to select the item form customer panel while opening the request. I see that the links are defined under Core::LinkObject in sysconfig , but I can modify them, but not add. there's a way to do that, or the agent has to connect the item to the request every time a new ticket is opened? thanks a lot, Mat

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customer direct link
by Diego Giardinetto 17 Mar '09

17 Mar '09

Hi, i want insert a direct link for the customer ticket view into an autoreply mail at the open of a new ticket. Is it possible? Thx, Diego -- Diego Giardinetto Junior SysAdmin @ ZephirWorks email: diego.giardinetto<at>zephirworks.com mobile: +39 328 06 81 489

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multiple output mail address
by Diego Giardinetto 17 Mar '09

17 Mar '09

Hi all, i'm configuring otrs system and i have this problem: i have two queues, urgent and normal, and i want reply to two different email adresses to the ticket stored in these queues. Thx for all, Diego -- Diego Giardinetto Junior SysAdmin @ ZephirWorks email: diego.giardinetto<at>zephirworks.com mobile: +39 328 06 81 489

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edit customer company entries
by Diego Giardinetto 17 Mar '09

17 Mar '09

Hi! A bit question: is it possible edit customer company id and customer company name? Thx, Diego -- Diego Giardinetto Junior SysAdmin @ ZephirWorks email: diego.giardinetto<at>zephirworks.com mobile: +39 328 06 81 489

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