March 2010 - itsm - OTRS mailing lists

New reports not installed
by Maria Alejandra Piedra 11 Mar '10

11 Mar '10

Hello! Reading the ITSM-OTRS guide, I found that with the installation, a new set of reports would appear in the stats module. But I can't find them anywhere. Do I have to download them? If yes where can I. If not, what could have happened that my installation didn't record the reports. Thanks and regards Maria Alejandra Piedra _________________________________________________________________ Hotmail: Trusted email with Microsoft’s powerful SPAM protection. http://clk.atdmt.com/GBL/go/201469226/direct/01/

3 5

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

11 Mar '10

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.

2 1

customer_company table
by Cheurfa Madani 10 Mar '10

10 Mar '10

Hi there, Does anyone know what "customer_company" table is supposed to be used for? It does not seam to have any link with the "CompanyTicket" feature that is using "MultiCustomerIDs" field in customer_user table. By the way, has anyone used that "CompanyTicket" feature in real life? I mean, if you have 20 "customer users" in a "company", and you want them to see each other tickets: - you need to update CustomerIDs field of each customer user with a list of 20 comma separated IDs . - If ever you need to add a new 21st customer user to this "company", then you need to update all existing customer users records. This is simply not manageable...or am I missing something? Thank you. Madani.

2 1

Re: [itsm] Help Needed: Question about configitem classes
by Maria Alejandra Piedra 10 Mar '10

10 Mar '10

Hi Petros To do this you have to add several values in the following area: Add Catalog Item: Catalog Class: - ITSM::ConfigItem::Class ITSM::ConfigItem::Computer::Type ITSM::ConfigItem::DeploymentState ITSM::ConfigItem::Hardware::Type ITSM::ConfigItem::Licencias::Proveedor ITSM::ConfigItem::Location::Type ITSM::ConfigItem::Network::Type ITSM::ConfigItem::Pais ITSM::ConfigItem::Software::LicenceType ITSM::ConfigItem::Software::Type ITSM::ConfigItem::Unidad ITSM::ConfigItem::YesNo ITSM::Core::Criticality ITSM::Core::Impact ITSM::Core::IncidentState ITSM::Service::Type ITSM::SLA::Type You have to select the class you created and then the following will appear Item Edit: Catalog Class: ITSM::ConfigItem::Country Name: Functionality: - Valid: invalid invalid-temporarily valid Comment: In the name text field, you have to add the values you need. Hope this clarified your question. Regards Maria Alejandra Piedra From: p.dolaschjan(a)virtual-solution.de To: itsm(a)otrs.org Date: Wed, 10 Mar 2010 15:36:56 +0100 Subject: Re: [itsm] Help Needed: Question about configitem classes Hi Maria, thank you for your fast answer. I have already created a catalog and it shows up the drop down in the entry page. But it’s just a drop down with single selection. What I need is a multiple selection so that the user can chose multiple items from the list. Is this possible? Regards, Petros Von: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Maria Alejandra Piedra Gesendet: Mittwoch, 10. März 2010 15:31 An: itsm(a)otrs.org Betreff: Re: [itsm] Help Needed: Question about configitem classes Hi Petros Fehler! Es wurde kein Dateiname angegeben. For the first question you can go to the General Catalog and create a new Class. For example if you need to add a list of countries you can add the class ITSM::ConfigItem::Country in the Add Catalog Class:Add a new Catalog Class area. Next you can add the values by Add Catalog Item to the catalog class. And lastly, to use this class you have to go to the config item area in the Admin section. Select the config item and click on change, this will prompt a text area where all the fields can be modified. To add the country field you have to type the following lines: { Key => 'Country', Name => 'Country', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::Country', Translation => 1, }, }, That would be it! Hope this can help you. Regards! Maria Alejandra Piedra From: p.dolaschjan(a)virtual-solution.de To: itsm(a)otrs.org Date: Wed, 10 Mar 2010 15:18:19 +0100 Subject: [itsm] Help Needed: Question about configitem classes Hi, I’m setting up some config item classes for our company for server, software etc. I want to modify the existing classes by adding new fields. Now I have the following questions: 1. Is there a type for select boxes with multiple selection? If yes, which type is it? 2. Is there a way to put a help text on fields? Something like a mouse over giving the user a hint text what to fill in… Thanks! Regards Petros Dolaschjan Hotmail: Trusted email with Microsoft’s powerful SPAM protection. Sign up now. _________________________________________________________________ Hotmail: Trusted email with powerful SPAM protection. http://clk.atdmt.com/GBL/go/201469227/direct/01/

2 1

Re: [itsm] Help Needed: Question about configitem classes
by Maria Alejandra Piedra 10 Mar '10

10 Mar '10

Hi Petros For the first question you can go to the General Catalog and create a new Class. For example if you need to add a list of countries you can add the class ITSM::ConfigItem::Country in the Add Catalog Class:Add a new Catalog Class area. Next you can add the values by Add Catalog Item to the catalog class. And lastly, to use this class you have to go to the config item area in the Admin section. Select the config item and click on change, this will prompt a text area where all the fields can be modified. To add the country field you have to type the following lines: { Key => 'Country', Name => 'Country', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::Country', Translation => 1, }, }, That would be it! Hope this can help you. Regards! Maria Alejandra Piedra From: p.dolaschjan(a)virtual-solution.de To: itsm(a)otrs.org Date: Wed, 10 Mar 2010 15:18:19 +0100 Subject: [itsm] Help Needed: Question about configitem classes Hi, I’m setting up some config item classes for our company for server, software etc. I want to modify the existing classes by adding new fields. Now I have the following questions: 1. Is there a type for select boxes with multiple selection? If yes, which type is it? 2. Is there a way to put a help text on fields? Something like a mouse over giving the user a hint text what to fill in… Thanks! Regards Petros Dolaschjan _________________________________________________________________ Hotmail: Trusted email with Microsoft’s powerful SPAM protection. http://clk.atdmt.com/GBL/go/201469226/direct/01/

2 1

Help Needed: Question about configitem classes
by Petros Dolaschjan 10 Mar '10

10 Mar '10

Hi, I'm setting up some config item classes for our company for server, software etc. I want to modify the existing classes by adding new fields. Now I have the following questions: 1. Is there a type for select boxes with multiple selection? If yes, which type is it? 2. Is there a way to put a help text on fields? Something like a mouse over giving the user a hint text what to fill in. Thanks! Regards Petros Dolaschjan

1 0

First Steps on managing CIs
by marcelo.mangiacavalli＠lanxess.com 10 Mar '10

10 Mar '10

Hi All, I am new to OTRS ITSM. Is it any documentation that can guide me trough the use of OTRS CMDB, i.e. creating CIs etc. Thanks Marcelo Mangiacavalli

1 0

Add attribute on link search
by Maria Alejandra Piedra 10 Mar '10

10 Mar '10

Hello! I was wondering if anyone had changed the search when linking objects. What I need exactly is to add a stock number, so I can't search my CI's by their stock number when linking the CI to another CI or ticket. Thanks in advance! Maria Alejandra Piedra _________________________________________________________________ Hotmail: Trusted email with Microsoft’s powerful SPAM protection. http://clk.atdmt.com/GBL/go/201469226/direct/01/

1 0

composing phone ticket
by boonyam lim 09 Mar '10

09 Mar '10

hi all When i composing a phone ticket, does it possible to add another email address at FROM column or any where within the phone ticket screen, so that it sends an email notification to two person ? pls help __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

2 1

[otrs] V 2.4.7 - LDAP authentification
by Ricciarelli, Jean-Marie (Noumea) 09 Mar '10

09 Mar '10

Hi all, I'm encountering the following issue when I try to connect to the agent interface on otrs : - < Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. > System is running under debian lenny OTRS is version 2.4.7 I use Mysql connection Connection to customer interface is working properly and all data are synced as well. My config.pm on agent auth is set as follow, I checked from otrs doc and mails from lists.otrs.org but... #----------------------------------- # Active directory Config #-- # Active directory declaration #----------------------------------- $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc.domaine.net'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=domaine,DC=net'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; #-- #Agent LDAP search account #------------------------------ $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs account,OU=Service Accounts,DC=INCO,DC=NET'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; # AuthSyncModule::LDAP::UserSyncMap # (map if agent should create/synced from LDAP to DB after successful login) $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; When I look at the user.log file, I have an error regarding a table which doesn't look to exist ?! Mar 10 05:59:58 neagnet01 OTRS-CGI-10[1026]: [Notice][Kernel::System::Auth::LDAP::Auth] User: jmricciarelli (CN=Ricciarelli\, Jean-Marie (Noumea),OU=Noumea,OU=Users,OU=Goro Operations,DC=INCO,DC=NET) authentication ok (REMOTE_ADDR: 10.xx.xxx.xx). Mar 10 05:59:58 neagnet01 OTRS-CGI-10[1026]: [Error][Kernel::System::User::UserLookup][Line:680]: Table 'otrs.system_user' doesn't exist, SQL: 'SELECT id FROM system_user WHERE LOWER(login) = ?' Mar 10 05:59:58 neagnet01 OTRS-CGI-10[1026]: [Error][Kernel::System::User::UserLookup][Line:680]: Table 'otrs.system_user' doesn't exist, SQL: 'SELECT id FROM system_user WHERE LOWER(login) = ?' Mar 10 05:59:58 neagnet01 OTRS-CGI-10[1026]: [Error][Kernel::System::User::GetUserData][Line:172]: Table 'otrs.system_user' doesn't exist, SQL: 'SELECT id, login, salutation, first_name, last_name, pw, valid_id FROM system_user WHERE LOWER(login) = ?' So, I'm kind of desperated as I do not know what I can do and actually where to look in order to get a solution to my problem... If you have any idea, please let me know, I will try any idea in order to solve this problem. For information, I have another OTRS system running perfectly in version 2.2.3 with same type of configuration... Kind Regards, ___________________________________________ Jm Ricciarelli. Support IT - Vale Inco NC *: 00 (687) (23) 5036 *: jean-marie.ricciarelli(a)valeinco.com

2 1