October 2010 - itsm - OTRS mailing lists

CI's classes and sub-classes view
by Leonardo Certuche 27 Oct '10

27 Oct '10

Hello there, When building a large CMDB, it's neccesary to create sub-classes inside classes. Since OTRS creates sub-queues and sub-services on database using the parent::child syntax, it's easy to think the way sub-classes on CIs should be done the same way so we created a Servers class and then Servers::Windows and Server::Unix sub-classes. All good till then but unfortunately when watching them on otrs/index.pl?Action=AgentITSMConfigItemall of them are shown on the same level, which is a bit of a pain when dealing with a huge structure as our current customer's one. Is there a way of showing sub-classes on Configuration Items like sub-queues are shown? Any help on this is much appreciated. Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Password as a CI?
by asdrub＠gmail.com 22 Oct '10

22 Oct '10

Hi itsm People! How do you usually handle login/ passwords information in yours CI documentation plans at Otrs::itsm? Using external sw or itsm mod could handle passwords with DB crypto + agents ACL features? (this last one is my favorite choice)... Its possible to build an ci class with this features? Thanks in advance. Eduardo Ribeiro Rio de Janeiro - Brazil Enviado do meu BlackBerry® da Oi.

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use of Escalation parameter on GenericAgent.pm
by Leonardo Certuche 22 Oct '10

22 Oct '10

Hello there, I have a question regarding the use of Escalation on GenericAgent.pm that hopefully some of you could kindly answer. The following example is found at /opt/otrs/Kernel/Config/GenericAgent.pm.examples 'move escalation ticket to experts' => { # get all tickets with these properties Queue => 'xyz', Escalation => 1, # new ticket properties New => { Queue => 'experts', }, }, As far as I understand, Escalation => 1 means that the ticket was actually escalated but, to which of the three escalations available refers? How can I distinguish between First Response, Update or Solution time? I'm asking because we're evaluating the possibility of using Update Time (which always escalates on this environment since Customers never send updates) to move a ticket from one queueA to queueB if Agents of queueA weren't able to solve the ticket before the time stored in Update Time is reached. That way Agents of queueB will see this ticket on their queue and they will be able to solve it before Solution time is reached. Thanks in advance for your help, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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triggering change state changes
by sven.ehret＠comdok.de 21 Oct '10

21 Oct '10

Dear List, if I have a change with state “pending approval” and a condition that says: if change state is pending approval, set the state to approved: shouldn't the change's state change to approved immediately? Or if I save this as a template, shouldn't the new change open already approved? If not, how is the state change triggered? Thank you and kind regards Sven Ehret

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deleting Changes
by sven.ehret＠comdok.de 20 Oct '10

20 Oct '10

Hello List, is it possible to delete ITSM Changes? If so, how? Kind regards Sven Ehret

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Config Item - Create a field to accept file upload
by paulo.pereira＠sapo.pt 20 Oct '10

20 Oct '10

Hi all, About OTRS:ITSM. In Config Item can i extend a classe and create a field to accept file upload? Obrigado Paulo

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Klaus Hillebrands ist zur Zeit nicht erreichbar
by hillebrands＠ihk-nordwestfalen.de 20 Oct '10

20 Oct '10

Ich werde ab Mi, 20.10.2010 nicht im Büro sein. Ich kehre zurück am Mo, 25.10.2010. In dringenden Fällen wenden Sie sich bitte an : Herrn Bernd Böckers Tel.: 0251-707150 eMail: boeckers(a)ihk-nordwestfalen.de Freundliche Grüße 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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CM "demo"
by Marco Vannini 20 Oct '10

20 Oct '10

Hi all, I remember a time where Shawn produced some OTRS video demo usage. Just to have the right words trying to explain that to people interested, shouldn't be possibile to have one/some on change management ? Thanks in advance. Marco Vannini

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Klaus Hillebrands ist zur Zeit nicht erreichbar
by hillebrands＠ihk-nordwestfalen.de 14 Oct '10

14 Oct '10

Ich werde ab Do, 14.10.2010 nicht im Büro sein. Ich kehre zurück am Mo, 18.10.2010. In dringenden Fällen wenden Sie sich bitte an : Herrn Bernd Böckers Tel.: 0251-707150 eMail: boeckers(a)ihk-nordwestfalen.de Freundliche Grüße 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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Relation ship between configitem, configitem_history and xml_storage
by Yasir Mughal 13 Oct '10

13 Oct '10

Hi, I am unable to find the relationship between xml_storage and configitems. Please let me know if anybody can tell me what is the relationship for configitem and xml_storage? Thanks,

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