July 2010 - itsm - OTRS mailing lists

Config Item Display
by Yasir Mughal 12 Aug '10

12 Aug '10

Hi, I have recently started to evaluate OTRS and would like to know if there is any way to change the fields displayed by : index.pl?Action=AgentITSMConfigItem&ClassID=68 I have modified /opt/otrs/Kernel/Output/HTML/Standard/AgentITSMConfigItem.dtl as following for two new fields, but no luck, I get the header, but no data. Anybody out there can help out? <td class="mainbody" align="center"> <br> <table border="0" width="800" cellspacing="0" cellpadding="3"> <tr class="contenthead"> <td class="contentkey" width="20"> </td> <td class="contentkey">$Text{"Number"}</td> <td class="contentkey">$Text{"Name"}</td> <td class="contentkey">$Text{"Deployment State"}</td> <td class="contentkey" width="150">$Text{"Last Change"}</td> <td class="contentkey">$Text{"SerialNumber"}</td> <td class="contentkey">$Text{"Physical Location"}</td> </tr>  <tr class="contentbody"> <td class="$QData{"CssClass"}" align="right"> <img border="0" src="$Config{"Frontend::ImagePath"}$QData{"CurInciSignal"}.png" title="$Text{"$QData{"CurInciState"}"}" alt="$Text{"$QData{"CurInciState"}"}"> </td> <td class="$QData{"CssClass"}"> <a href="$Env{"Baselink"}Action=AgentITSMConfigItemZoom&ConfigItemID=$QData{"ConfigItemID"}">$QData{"Number"}</a> </td> <td class="$QData{"CssClass"}">$QData{"Name","40"}</td> <td class="$QData{"CssClass"}">$Text{"$QData{"CurDeplState"}"}</td> <td class="$QData{"CssClass"}" width="150">$TimeLong{"$QData{"CreateTime"}"}</td> <td class="$QData{"CssClass"}">$QData{"SerialNumber"}</td> <td class="$QData{"CssClass"}">$QData{"PhysLoc"}</td> </tr>

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Ticket FreeTime Fields
by DANIEL D'AGOSTINO 30 Jul '10

30 Jul '10

Hi, I've created three ticket fields in the module Ticket -> Core::TicketFreeTime, and this fields are used in Ticket -> Frontend::Agent::Ticket::ViewPhoneNew. To set up the way are used I set in the option Ticket::Frontend::AgentTicketPhone###TicketFreeTime: as enabled and required (value 2), but it has no effect. If I set the values 1 or two in this configuration, it works. ¿Why does it happen that? ¿Do I have to make any other change in the configuration to achieve that it works? Please let me know if I'm not clear. Thanks and regards. Daniel.

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Marcelo Mangiacavalli is out of the office.
by marcelo.mangiacavalli＠lanxess.com 29 Jul '10

29 Jul '10

Estaré ausente de la oficina desde el 29/07/2010 y no volveré hasta el 02/08/2010. I will be out of my office. If you need urgent assistance, please contact me at my cell +54 9 11 3187 2899 or to Natalia Diaz Monnier at +54 11 5550 1388.

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Klaus Hillebrands ist zur Zeit nicht erreichbar
by hillebrands＠ihk-nordwestfalen.de 29 Jul '10

29 Jul '10

I will be out of the office starting 29.07.2010 and will not return until 16.08.2010. 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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Advanced search options in Ticket link window ( AgentLinkObject)
by Michał Szóstakowski 20 Jul '10

20 Jul '10

Hello, I'm wondering if there is any possibility to add extra search fields (not only ConfigItem#, Name, Deployment State and Incident State) to the Link window, while linking CI's or Ticket with CI Regards, Michal

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Strange error (or lack thereof) in adding Config Items.
by Audun Einangen 20 Jul '10

20 Jul '10

Hi. I am working on setting up an OTRS installation here. Currently, I am doing testing to see if everything works as expected. There are a few quirks that I probably will get around by myself, but there is one I just can't seem to work out. Whenever I og to "Config Item", and try to create a new one, my browser tries to download an empty file named index.pl. Everything else seems OK, I even have a couple of config items in the database, as they were entered before an upgrade that probably broke this function. Versions I use, include: OTRS 2.4.7 ITSM 2.0.3 CiCS 3.1.6 CiCS-ITSM 2.1.6 They were all upgraded yesterday, but I am not entirely sure when this problem started. Now, I suspect the upgrade to have caused the problem. Since this is not a production environment, I suppose I could reinstall ITSM and other modules, but I am actually more interested in finding the cause or a solution without reinstalling the modules, so I can avoid or fix the problem at a later stage, should it resurface. Any good ideas? MVh, Audun Einangen

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Customer Company and Customer Creation
by DANIEL D'AGOSTINO 16 Jul '10

16 Jul '10

Hi, please someone would confirm me if the creation of customer companies and customer can be limited to one user or a group of users, and if it can be done what changes I have to make? Thanks. Regards. Daniel. _________________________________________________________________

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[ITSM} Repair and Recovery Time calculation
by James Burk 14 Jul '10

14 Jul '10

Hello. I'm running ITSM 2.0.2 and am trying to capture Incident Repair and Recovery Time using ticketfreetimekey3 and 4. I have placed them on the addtlITSMFields view and I can change the dates and times and those are reflected in the ticket view. What I can't figure out is what to do with the times now that I have them. I would have assumed some algorithm that subtracts Recovery Start Time from Repair Start Time for total Repair Time and then Incident Close time from Recovery Start Time for total Recovery Time. But I can't figure out how or where to do that, without fairly sophisticated coding. There is a stat for average incident solution time that captures the entire lifecycle of the ticket but if there are delays in updating and closing the ticket the time will be skewed. For example a Desktop Agent goes into the field office with 5 tickets to resolve. The Agent cannot update the ticket until they return to the home office So all of the travel time and time working on other Incidents would be included in all of the tickets, which we don't want. So I want to use the above fields for the Agent to populate when they get back to their desks and accurately record time spent on repair and recovery. Any thoughts on how to calculate or configure this? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk(a)dornc.com ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

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Ticket Phone - Form modification
by DANIEL D'AGOSTINO 12 Jul '10

12 Jul '10

Hi, please let me know if it's possible modify the position of the fields in the Ticket Phone form.Can it be done changing the configuration of the system or the dtl file must be modified? In the file \Kernel\Config\defaults.pm is mentioned that in the path \Kernel\Config\Files there is a file called Ticket.pm, but in this path there is no file with that name. I suppose in that file could be done the requiered modifications of the ticket fields. Thanks and regards. Daniel. _________________________________________________________________

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Installation of OTRS in a server
by DANIEL D'AGOSTINO 07 Jul '10

07 Jul '10

Hi, we are installing OTRS in a Red Hat server and we need to know about two important points. First, how much disk space needs the aplication to work properly (application + database), and second, how much could grow the database in time. Thanks. Regards. Daniel. _________________________________________________________________

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