September 2010 - itsm - OTRS mailing lists

ITSM Change Management FreeTime fields
by James Burk 30 Sep '10

30 Sep '10

With ITSM 2.1.1 came 50 FreeText fields, which was wonderful. A lot, but wonderful. When can I/we expect FreeTime fields since Change Management activities are often more time dependent than Incident Management, and I would like to be able to capture those dependencies at Change Record creation time? For example, within our maintenance window or not - what day and time; when is the Change needed? - month and day; development time frame?; testing time frame?; deployment time frame?; monitoring change time frame?; etc. Free time fields would be great for these. 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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Config Item Search
by Egor Tsilenko 24 Sep '10

24 Sep '10

Hi otrs community! Is it possible to search CI elements without selecting CI class? For a exmaple: I want to find *all* CI elements (computers, network, sowtware etc) where owner is John. -- ??? ???? - ???? ??????? <http://bg8s.moikrug.ru/?from=userlink>???? ??????? <http://bg8s.moikrug.ru/?from=userlink>

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Diskussion? Change Management, PIR
by sven.ehret＠comdok.de 22 Sep '10

22 Sep '10

Hallo Liste, in unserem Kollegenkreis gibt es einen kleinen Disput über die korrekte Anwendung des PIR und da interessiert mich natürlich die Meinung der Fachwelt. Der eine Kollege meint, Status' eines Change bliebe stehen auf „Warten auf PIR“ bis der PIR durchgeführt wurde. Dann würde mit dem PIR der Status des Change auf „erfolgreich“ oder „fehlgeschlagen” festgelegt werden und der Change wäre fertig. Diagramm der State Machine: Der andere Kollege ist der Meinung, dass der Change nach Abarbeitung aller Work Orders bis auf den PIR als „erfolgreich“ oder „fehlgeschlagen“ gekennzeichnet werden müsse. Einige Zeit später kann der Change dann wieder mit einem PIR aufgegriffen werden und der Status ggf. geändert oder bestätigt werden. Diagramm der State Machine: (die Direktverbindung zwischen „in Arbeit“ und „warte auf PIR“ wäre nur aus Gründen der Kompatibilität) Was wäre eurer Meinung nach richtiger, sinnvoller, besser? Oder sind beide Entwürfe schlecht, würdet ihr ganz anders vorgehen? Ich freue mich über jede Meinung und jeden Kommentar! Beste Grüße Sven Ehret

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Pesquisa - Processos Ágeis Baseados em XP
by Berg Oliveira 22 Sep '10

22 Sep '10

Olá. Estou fazendo uma pesquisa para análise de processos de desenvolvimento ágil baseados no XP pra fazer uma comparação em minha monografia. Dos que encontrei, posso listar: XP1, XWebProcess, XGD. Alguém pode me indicar mais algum? Abraços Deus abençoe -- Berg Oliveira ---------------------- Acesse: www.ComunidadeCatolicaSiloe.com.br Deus lhe abençoe

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Unlinking Config Items
by Yasir Mughal 22 Sep '10

22 Sep '10

Does anybody know how to remove link between the two config items? Thanks,

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Using Change Manager and Work Orders
by Yasir Mughal 17 Sep '10

17 Sep '10

Hi, I am wondering, if some one is using the ITSM Change Tickets and Work Orders, and can create a mini howto/work flow. Like how to create changes, and then work orders and assign it to resources? Also how to link a problem/incident ticket to a change? Regards,

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Re: [itsm] [Ticket#2010090942000763] escalation times are reset when ticket is closed
by Leonardo Certuche 16 Sep '10

16 Sep '10

Hello Hauke, Thanks for addressing the issue to your team. Our customer's productive envonment has OTRS 2.4.7 with ITSM 2.0.91. Should we upgrade to 92 or 93? These are the newest found at ftp://ftp.otrs.org/pub/otrs/itsm/bundle21/ Thanks again, Leonardo Certuche ITSM Consultant / COO (57) 301 284 6250 www.itconsultores.com.co Cra 31 # 54-10 TECNOSOFT Medellín, Colombia 2010/9/15 ((otrs)) Team <partner(a)otrs.com> > Hi Leonardo, > > I called Manuel Hecht and asked him to take a look at the code you have > sent. I'll get back to you immediately when I received his feedback. > > One question: does your customer have OTRS ITSM 2.1.0 beta in productive > use? > > Thanks, > Hauke > > > > -- > > OTRS AG > > Norsk-Data-Straße 1 > > 61352 Bad Homburg > > Germany > > > > T: +49 (0) 6172 681988 0 > > F: +49 (0) 9421 56818 18 > I: http://www.otrs.com/ > > Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT > ID: DE256610065 > Chairman: Burchard Steinbild, Managing Board: André Mindermann* > > **OTRS brings true mobility to the Help Desk: The OTRS iPhone App free > download: **http://www.otrs.com/en/products/iphone-app/*<http://www.otrs.com/en/products/iphone-app/> > * > > * > 09/09/2010 18:35 (+2) - Leonardo Certuche wrote: > Hello, > > I'm writing regarding an OTRS behavior that we've been dealing with some > workarounds but that now is about to give us problems (both to us and to our > customers) > > The behavior is described in the following bug entry: > http://bugs.otrs.org/show_bug.cgi?id=5915 > > We really like OTRS as well as our customers but this little detail is > giving us headaches. If escalation times are reset when tickets are closed > by default, how are we supposed to have reports from the past with > information about SLAs? > > I know you guys have your development roadmap and you want to keep up with > it but I've seen several complains regarding this behavior, it's just a > matter of making optional the reset of those times by SysConfig, giving the > user the chance to decide whether he wants those times reset or not. > > Thanks in advance, > > Leonardo Certuche > OTRS Certified Partner > ITSM Consultant / COO > (57) 301 284 6250 > www.itconsultores.com.co > Cra 31 # 54-10 TECNOSOFT > Medellín, Colombia > > >

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escalation times are reset when ticket is closed
by Leonardo Certuche 09 Sep '10

09 Sep '10

Hello, I'm writing regarding an OTRS behavior that we've been dealing with some workarounds but that now is about to give us problems (both to us and to our customers) The behavior is described in the following bug entry: http://bugs.otrs.org/show_bug.cgi?id=5915 We really like OTRS as well as our customers but this little detail is giving us headaches. If escalation times are reset when tickets are closed by default, how are we supposed to have reports from the past with information about SLAs? I know you guys have your development roadmap and you want to keep up with it but I've seen several complains regarding this behavior, it's just a matter of making optional the reset of those times by SysConfig, giving the user the chance to decide whether he wants those times reset or not. Thanks in advance, Leonardo Certuche OTRS Certified Partner ITSM Consultant / COO (57) 301 284 6250 www.itconsultores.com.co Cra 31 # 54-10 TECNOSOFT Medellín, Colombia

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