March 2010 - 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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Re: [itsm] Help !!! Relationship - CI - Service - SLA
by Anton Gubar'kov 26 Mar '10

26 Mar '10

Hello, Leonardo. I assume that you try to create a new ticket in the customer interface (/otrs/customer.pl) and would like to indicate the service the ticket is about. Before you can choose the service, you need to fill in the Ticket type and Queue (called To: in the customer new ticket screen). When these 2 fields are filled, the system looks up the available services using the links you defined in Customer<->Services in Sysconfig. If you have services that apply to all your customers, you can indicate them as Default services in Customer<->Services. If your Queue list is empty, then you most probably have an authorization issue for queues. You need to assign customer users to the groups that give rw access to the queues you want your customers to post tickets to. Once the Service is selected, the system looks up the available SLA linked to the customer and service and prepares the list for you to choose from. I hope this helps. Best regards, Anton Gubarkov. 26.03.2010 6:03, Leonardo Matarazzo - INFRA-TI writes: > > Hi Gurus, > > We are configuring OTRS in our company. We needs help. How we can set > up de type of ticket. Ex: > > New Ticket -> Printer Problem ... > > How can we configure Printer Problem in the frontend that open the > tickets...How our users can select the "Printer Problem" in the ticket ? > > We are reading about Service / SLA .....and we know that have a TYPE > do Ticket....but this is appropriate to incident, problem, change.... > > We can tried to set up Services <-> Customers....but no success. > > I thing we have any permission problem.... > > Regards., > > logo_tempo_assist > > *Leonardo Matarazzo* > > Infraestrutura TI* > *Al.Tocantins, 525 - Térreo - Alphaville > 06455-020 - Barueri - SP > Fone: 55 11 3336-8589 / 55 11 7524.7996 > www.tempoassist.com.br > > > --------------------------------------------------------------------- > 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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Help !!! Relationship - CI - Service - SLA
by Leonardo Matarazzo - INFRA-TI 26 Mar '10

26 Mar '10

Hi Gurus, We are configuring OTRS in our company. We needs help. How we can set up de type of ticket. Ex: New Ticket -> Printer Problem How can we configure Printer Problem in the frontend that open the ticketsHow our users can select the Printer Problem in the ticket ? We are reading about Service / SLA ..and we know that have a TYPE do Ticket.but this is appropriate to incident, problem, change. We can tried to set up Services <-> Customers.but no success. I thing we have any permission problem.... Regards., logo_tempo_assist Leonardo Matarazzo Infraestrutura TI Al.Tocantins, 525 - Térreo - Alphaville 06455-020 - Barueri - SP Fone: 55 11 3336-8589 / 55 11 7524.7996 www.tempoassist.com.br

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R: Re: [ITSM] ITSMConfigItemLayoutAgent
by Marco Vannini 23 Mar '10

23 Mar '10

Wonderful...thank you so much. Now i m out of office but i ll report to you asap ! Il giorno 17/mar/2010 14:19, "Anton Gubar'kov" < anton.gubarkov(a)gmail.com> ha scritto: Hello, Marco. I have implemented a new input type Agent for one of my clients. You need to put the attached file into Kernel/Output/HTML and you can use a new type in CI definitions immediately. Please let me know if it worked for you. I will file a bug with proposed fix then. 2010/3/3 Marco Vannini <marco.vannini(a)gmail.com> > > > > Now I think I've found the difference with the > ITSMConfigItemLayoutCustomer.pm. Using it, the po... > --------------------------------------------------------------------- > 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/ > --------------------------------------------------------------------- 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 can i bind services to a new ticket?
by Eduard Ivanov 18 Mar '10

18 Mar '10

How can i bind services to a new ticket? In Service Manager i am define some services. Now, when i create a new ticket in [Phone call/new ticket] form, dropdown field Service is empty. How can i fill them whis list of services? -- Eduard Ivanov

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[ITSM] ITSMConfigItemLayoutAgent
by Marco Vannini 17 Mar '10

17 Mar '10

Hi all, I'm trying to assign a responsible to some kind of CI. Because of Agent type is not present I'm trying to configure it, so... I defined a CI with a block that looks like: [...] { Key => 'Agent', Name => 'Focal Point', Searchable => 1, Input => { Type => 'Agent', }, }, [...] Copied and modified ITSMConfigItemLayoutDummy.pm and Dummy.pm (in XML/Type) as *Agent.pm. Now. I've the form correctly configured to have the 'Focal Point' displayed and searchable, in fact it display me all the agent I have and the Select button is displayed but, when I select the desired agent it is not then refreshed on the page in the 'Focal Point' field... Sniffing network traffic I see the post containing: ChallengeToken=bd9a0892a0c9b616af56332b6439e194 Action=AgentITSMConfigItemEdit Subaction=VersionSave ClassID=110 ConfigItemID=NEW Name=da DeplStateID=120 InciStateID=13 Description::1=das Agent::1=2 Agent::1::Search=vannini Agent::1::Select=2 Agent::1::ButtonSelect=Select What I'm missing ? Thank in advance MV

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Internal SLA's
by Maria Alejandra Piedra 16 Mar '10

16 Mar '10

Hello all! I would like to know if there is any way I could assign a SLA to a ticket internally. For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what. So I want to assign them myself, so my team is more efficient but my customers don't have a part in this. Thanks and regards! Maria Alejandra Piedra _________________________________________________________________ Hotmail: Trusted email with powerful SPAM protection. http://clk.atdmt.com/GBL/go/201469227/direct/01/

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creating a config item class that allows attachments
by Anton Gubar'kov 12 Mar '10

12 Mar '10

Hello, colleagues, after googling for quite a while I could find no references to the subject. Did anybody manage to create a definition of a general catalog class to allow attachments to CI? Regards, Anton.

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Re: [itsm] R: customer_company table
by Cheurfa Madani 11 Mar '10

11 Mar '10

Hello, sorry for confusion but I found the answer in http://lists.otrs.org/pipermail/otrs/2004-November/006722.html. The issue is that the OTRS doc is confusing by giving a "strange" example @ http://doc.otrs.org/2.4/en/html/x1801.html#company-tickets-db Simple rule that I did not understand straight away: Customer interface gives access to tickets of customer users having the same customerID (via company tickets). CustomerID is not the unique identifier for "customer users", but for companies. Thanks again! From: Cheurfa Madani Sent: jeudi 11 mars 2010 11:46 To: 'itsm(a)otrs.org' Subject: Re: [itsm] R: customer_company table Hi ! One company with 20 "Customer Users" is indeed what I want: The 20 users should be able to see each others tickets. (via "CompanyTicket" feature). But I still do not understand how to implement it using the "Customer Company" entity. Looking at http://doc.otrs.org/2.4/en/html/x1801.html#company-tickets-db I don't see any mean to use the company tickets feature in a manageable way. M.

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Maintaining a journal for config items
by Konstantin S. Ershov 11 Mar '10

11 Mar '10

Hi, everyone! Could anyone please share with the best way of maintaining a journal for config items? E.g. I'm upgrading some software on a server and I'd like my collegues to see all the activity related to this server. Am I right that I can do it just creating a new ticket and linking it with CI? Thanks in advance!

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