August 2010 - itsm - OTRS mailing lists

Marcelo Mangiacavalli is out of the office.
by marcelo.mangiacavalli＠lanxess.com 20 Aug '10

20 Aug '10

Estaré ausente de la oficina desde el 20/08/2010 y no volveré hasta el 23/08/2010. I will be out of my office for today. 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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ITSM 2.1 availability
by James Burk 17 Aug '10

17 Aug '10

Does anyone know when 2.1 will be available for download via Package Manager? 2.0.3 is all that shows for me. 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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Demo System ITSM Configuration Management
by Jim Jackson 12 Aug '10

12 Aug '10

I have had a look at the ITSM Demo system, to better understand the configuration details. Is it possible to get an "importable" copy of the configuration items? I am struggling to import CI's, and I think a sample output would help me to better understand how this works. Jim -- Jim Jackson IT Process Manager-Configuration

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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 Detalis (MasterSlave Field)
by DANIEL D'AGOSTINO 11 Aug '10

11 Aug '10

Hi, When you display the ticket details, some ticket data appear in the right panel. One of the data fields is the TicketMaster field. I need to translate the field label and the content. I tried to translate through the es.pm language file but it has no effect. I tried also modifying the dtl file AgentTicketZoom but it didn't work. ¿Has anyone a suggestion about this? Regards and thanks. Daniel.

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Notifications
by Christian Guerreiro 11 Aug '10

11 Aug '10

Hi, I'm having difficult times trying to get notifications when a ticket is created, bloqued and closed. In fact, I get notifications when the ticket is closed. I've created a notification and selected *all *"Recipient Groups", "Recipient Agents", "Priorities", "Queues", "Block" and "Type". Then I selected the Event "TicketStateUpdate" and Status "Closed with workaround", "Closed successful" and "Closed unsucessful". This notification works! Then I created another notification with the same options except status (in this case, "open", "new", "pending reminder", "pending auto close+" and "pending auto close-"). This notification does not work! What am I doing wrong ? *Christian Guerreiro* http://blog.tecnologiaqueinteressa.com http://lattes.cnpq.br/8707505054074264 *COBIT 4.1 & ITIL v3 Foundations Certified** MCSA, Certified Linux Instructor* "Não adianta olhar pro céu, com muita fé e pouca luta" - Gabriel, O Pensador [image: Tecnologia que interessa!]<http://feeds.feedburner.com/%7Er/TecnologiaQueInteressa/%7E6/2> ↑ Grab this Headline Animator<http://www.feedburner.com/fb/a/headlineanimator/install?id=1673257&w=2>

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Phone Ticket
by DANIEL D'AGOSTINO 11 Aug '10

11 Aug '10

Hi, when you display the ticket details, some ticket data appear in the right panel. Some of the data fields are the following: - Repair Start Time - Recovery Start Time - Decision Date - Due Date I need to remove these fields. ¿Do you have any suggestion? Regards. Daniel.

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Demo System
by Jim Jackson 11 Aug '10

11 Aug '10

Can the ITSM module for OTRS be installed in the demo system? Also, is it possible to download a demo system with data for a more indepth look at the configuration item import and export? -- Jim Jackson IT Process Manager-Configuration

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ITSM CI Import/Export
by Jim Jackson 10 Aug '10

10 Aug '10

I am struggling to get data to import. I have eliminated all the error messages, but I still dont get the expected results. Does anybody have a sample of the data and format loaded? Jim -- Jim Jackson IT Process Manager-Configuration

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Linking Tickets with Configuration Items
by DANIEL D'AGOSTINO 05 Aug '10

05 Aug '10

Hi, currently before saving new tickets and after updating ticket the linking of Configuration Items is not required. ¿Is there any way to make this required? Please let me know if you need more detalies. Regards. Daniel.

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