April 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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[ITSM] - CMDB Implementation
by Carlos Eduardo Goncalves 10 Aug '09

10 Aug '09

Hello all I´m project manager to implementation the OTRS::ITSM. Our first step is defining a CMDB and register it in OTRS::ITSM. Can someone help us about this? Where we can get information? For exemple: we are testing Configuration Itens and yours relationships, and we are don´t find the logical between status and relationships. The objective of the CMDB is register a datacenter infrastructure. We have about 100 servers, and the softwares and services around them. Thanks Carlos

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Adding custom fields for tickets in Customer interface
by Vipul Gupta 29 Apr '09

29 Apr '09

What should I do to add custom drop down menu for a customer in their new ticket interface. I want to add few necessary fields at the customers side to automate and keep track of customers data. For e.g. say i have to add location fields to their ticket and their phone no. based on that location, so that one should only see the locations they have subscribed for services and the phone no. he has registered for that location at which he want to be contacted if needed. Cricket on your mind? Visit the ultimate cricket website. Enter http://beta.cricket.yahoo.com

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Re: [itsm] itsm Digest, Vol 23, Issue 14
by marco.wehr＠bbw-akademie.de 27 Apr '09

27 Apr '09

Hi, I have proofed this, the database-coding is utf-8, but in otrs the coding was iso-8859-1. I have changed this, but the result is the same. No success ... Thanks ------------------------------------------------------------------------------------------ bbw Akademie für betriebswirtschaftliche Weiterbildung GmbH Rheinpfalzallee 82, 10318 Berlin Amtsgericht Berlin Charlottenburg, HRB 38757 Geschäftsführer: Dipl.-Kaufmann Klaus-Dieter Teufel, Dipl.-Ökonom Dr. sc. Andreas Forner -----Ursprüngliche Nachricht----- Von: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von itsm-request(a)otrs.org Gesendet: Montag, 27. April 2009 08:43 An: itsm(a)otrs.org Betreff: itsm Digest, Vol 23, Issue 14 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. Re: config-item-class counter (marco.wehr(a)bbw-akademie.de) 2. Re: config-item-class counter (Christoph Ohliger) ---------------------------------------------------------------------- Message: 1 Date: Mon, 27 Apr 2009 07:35:42 +0200 From: <marco.wehr(a)bbw-akademie.de> Subject: Re: [itsm] config-item-class counter To: <itsm(a)otrs.org> Message-ID: <B99472F40529CF4EA56CDF33F9484B79018B977F(a)MAIL-SRV01.bbw-akademie.de> Content-Type: text/plain; charset="iso-8859-1" Hi, "I could imagine that it has to do something with the German umlaut (there is indeed no English word for "umlaut") in books (B?cher)?" Thanks for your answer. I have changed all entries in General Catalog and the configitem-class from "B?cher" to "Buecher", but that was it not. Any other ideas? Thanks M.Wehr ------------------------------------------------------------------------------------------ bbw Akademie f?r betriebswirtschaftliche Weiterbildung GmbH Rheinpfalzallee 82, 10318 Berlin Amtsgericht Berlin Charlottenburg, HRB 38757 Gesch?ftsf?hrer: Dipl.-Kaufmann Klaus-Dieter Teufel, Dipl.-?konom Dr. sc. Andreas Forner

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Re: [itsm] [otrs-de] Error: Sorry, Apache::Reload or Apache2::Reload
by marco.wehr＠bbw-akademie.de 27 Apr '09

27 Apr '09

Hi, As a workaround you can disable the following lines in the web-server config from apache, probably under /etc/apache2/conf.d/otrs # <IfModule Apache2/Reload.pm> # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload # </IfModule> PerlModule Apache2::RequestRec Kind regards M.Wehr ------------------------------------------------------------------------------------------ bbw Akademie fur betriebswirtschaftliche Weiterbildung GmbH Rheinpfalzallee 82, 10318 Berlin Amtsgericht Berlin Charlottenburg, HRB 38757 Geschaftsfuhrer: Dipl.-Kaufmann Klaus-Dieter Teufel, Dipl.-Okonom Dr. sc. Andreas Forner

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OTRS-Import/Export Problem
by marco.wehr＠bbw-akademie.de 27 Apr '09

27 Apr '09

Hi, i have a problem and hope anybody can help I want to use the import- export module from otrs to import some computer from a csv-file in otrs. I made a template for export and import but only the export works fine. If i want make an import i get messages like "need DeplStateID" and "Need Name". I don't know what is wrong, i used the csv-file from export and add new rows, but it fails. Is it possible that the required fields from the web-formular or the id in the database the reason why it don't work? Thanks for your help ------------------------------------------------------------------------ --- Marco Weier ------------------------------------------------------------------------------------------ bbw Akademie fur betriebswirtschaftliche Weiterbildung GmbH Rheinpfalzallee 82, 10318 Berlin Amtsgericht Berlin Charlottenburg, HRB 38757 Geschaftsfuhrer: Dipl.-Kaufmann Klaus-Dieter Teufel, Dipl.-Okonom Dr. sc. Andreas Forner

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Re: [itsm] config-item-class counter
by marco.wehr＠bbw-akademie.de 27 Apr '09

27 Apr '09

Hi, "I could imagine that it has to do something with the German umlaut (there is indeed no English word for "umlaut") in books (B?cher)?" Thanks for your answer. I have changed all entries in General Catalog and the configitem-class from "Bücher" to "Buecher", but that was it not. Any other ideas? Thanks M.Wehr ------------------------------------------------------------------------------------------ bbw Akademie für betriebswirtschaftliche Weiterbildung GmbH Rheinpfalzallee 82, 10318 Berlin Amtsgericht Berlin Charlottenburg, HRB 38757 Geschäftsführer: Dipl.-Kaufmann Klaus-Dieter Teufel, Dipl.-Ökonom Dr. sc. Andreas Forner

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config-item-class counter
by marco.wehr＠bbw-akademie.de 27 Apr '09

27 Apr '09

Hi, I've got another problem. I have written a new configitem-class which is called books. I have used the class computer as an template and add catalogs for this class to the general catalog. It seems all to be okay, i can add new config items and search them and so on. The problem is that the counter of this class in the config-item overview page is always 0. If i search the items all were found, but the status view is always set to 0?! Here is my class: Config Item Klasse: Bücher Version: 16 Erstellt ------------------------------------------------------------------------------------------ bbw Akademie für betriebswirtschaftliche Weiterbildung GmbH Rheinpfalzallee 82, 10318 Berlin Amtsgericht Berlin Charlottenburg, HRB 38757 Geschäftsführer: Dipl.-Kaufmann Klaus-Dieter Teufel, Dipl.-Ökonom Dr. sc. Andreas Forner von: user3 Erstellt: 22..03.2009 11:42:15 Definition: [ { Key => 'Titel', Name => 'Untertitel', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 50, }, }, { Key => 'Autor', Name => 'Autor', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 50, Required => 1, }, CountMax => 3, }, { Key => 'Verlag', Name => 'Verlag', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::Bücher::Verlag', Translation => 1, Required => 1, }, }, { Key => 'ISBN', Name => 'ISBN-Nummer', Searchable => 1, Input => { Type => 'Text', Size => 13, Required => 1, }, }, { Key => 'Description', Name => 'Description', Searchable => 1, Input => { Type => 'TextArea', }, }, { Key => 'RechNr', Name => 'Rechnungsnummer', Searchable => 1, Input => { Type => 'Text', Size => 11, Required => 1, }, }, { Key => 'Owner', Name => 'aktueller Besitzer', Searchable => 1, Input => { Type => 'Customer', }, }, { Key => 'Date', Name => 'verliehen seit', Searchable => 1, Input => { Type => 'Text', Size => 20, MaxLength => 30, }, }, { Key => 'Standort', Name => 'Standort', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::Bücher::Standort', Translation => 1, }, }, ]; Ahs anybody an idea? Thanks M.Wehr

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Re: [itsm] config-item-class counter
by Tilman Mayer 24 Apr '09

24 Apr '09

Hi, I could imagine that it has to do something with the German umlaut (there is indeed no English word for "umlaut") in books (Bücher)? Kind regards, Tilman -----Ursprüngliche Nachricht----- Von: itsm-request(a)otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von itsm-request(a)otrs.org Gesendet: Freitag, 24. April 2009 13:51 An: itsm(a)otrs.org Betreff: itsm Digest, Vol 23, Issue 11 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. config-item-class counter (marco.wehr(a)bbw-akademie.de) ---------------------------------------------------------------------- Message: 1 Date: Fri, 24 Apr 2009 13:50:58 +0200 From: <marco.wehr(a)bbw-akademie.de> Subject: [itsm] config-item-class counter To: <itsm(a)otrs.org> Message-ID: <B99472F40529CF4EA56CDF33F9484B79018B96A7(a)MAIL-SRV01.bbw-akademie.de> Content-Type: text/plain; charset="iso-8859-1" Hi, I've got another problem. I have written a new configitem-class which is called books. I have used the class computer as an template and add catalogs for this class to the general catalog. It seems all to be okay, i can add new config items and search them and so on. The problem is that the counter of this class in the config-item overview page is always 0. If i search the items all were found, but the status view is always set to 0?! Here is my class: Config Item Klasse: B?cher Version: 16 Erstellt ------------------------------------------------------------------------------------------ bbw Akademie f?r betriebswirtschaftliche Weiterbildung GmbH Rheinpfalzallee 82, 10318 Berlin Amtsgericht Berlin Charlottenburg, HRB 38757 Gesch?ftsf?hrer: Dipl.-Kaufmann Klaus-Dieter Teufel, Dipl.-?konom Dr. sc. Andreas Forner von: user3 Erstellt: 22..03.2009 11:42:15 Definition: [ { Key => 'Titel', Name => 'Untertitel', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 50, }, }, { Key => 'Autor', Name => 'Autor', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 50, Required => 1, }, CountMax => 3, }, { Key => 'Verlag', Name => 'Verlag', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::B?cher::Verlag', Translation => 1, Required => 1, }, }, { Key => 'ISBN', Name => 'ISBN-Nummer', Searchable => 1, Input => { Type => 'Text', Size => 13, Required => 1, }, }, { Key => 'Description', Name => 'Description', Searchable => 1, Input => { Type => 'TextArea', }, }, { Key => 'RechNr', Name => 'Rechnungsnummer', Searchable => 1, Input => { Type => 'Text', Size => 11, Required => 1, }, }, { Key => 'Owner', Name => 'aktueller Besitzer', Searchable => 1, Input => { Type => 'Customer', }, }, { Key => 'Date', Name => 'verliehen seit', Searchable => 1, Input => { Type => 'Text', Size => 20, MaxLength => 30, }, }, { Key => 'Standort', Name => 'Standort', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::B?cher::Standort', Translation => 1, }, }, ]; Ahs anybody an idea? Thanks M.Wehr

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Problem linking to the Active Directory LDAP
by Ziyad El-Zeaiter 23 Apr '09

23 Apr '09

PROBLEM DESCRIPTION =================== Dear All: We have decided to give the OTRS ticketing system a try and installed it within our IT setup to utilize it by the IT helpdesk team. After the installation we attempted to link the system to our company LDAP but for some reason it wasn't successful. Attached is the configuration file. We marked out the changes we made on the file. I would appreciate it if you can review it and let us know what is it that we did wrong. Thanks Ziyad 1) Downloaded the application & installed it. 2) The system was installed on a local machine (created the admin account , user name & password) 3) We attempted to link the system to our active directory LDAP after reading the instructions on do so. 4) After modifying the config file, the link wasn't working. 5) Attached is a copy of the config files with our changes. Thanks all for your help. Ziyad EL-Zeaiter Service Manager - Corporate IT Dubai Aviation City Corporation ** P.O.Box 282228 Dubai, U.A.E. * +971.4.3649983 7 +971.4.3648899 ** z.zeaiter(a)dwc.ae URL www.dwc.ae <http://www.dwc.ae/> This message, together with any attachments, may contain confidential information which is intended only for disclosure to and use by certain identified persons. If you are not the intended recipient, please inform the sender immediately and delete this email. You should not copy this email or use it for any purpose nor disclose its contents to any other person. Thank you.

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