January 2011 - itsm - OTRS mailing lists

Re: [itsm] itsm Digest, Vol 44, Issue 5 Re: ITSM 3.0 beta1 (Michiel Beijen)
by Jim Burk 18 Jan '11

18 Jan '11

Michiel, I do not think the ITSM 3. beta1 Change Management issue I am having is the same as 6161. I complete the installation, either bundled or individually without error. And I can sometimes access some of the agent admin modules without a problem. Then when I go to sysconfig and pull up the Change Management settings the system blows up with the software error about EventHandlerInit. Or I go into Package Manager to ensure all packages installed properly and they appear to have been. Then I go to Agent <=> Group to assign permissions in the Change Management module and it blows up with the software error. I can use the browser back arrow to return to the admin interface, try to go back into Package Manager and the system blows up. Back arrow doesn't work now. So I close the browser window, attempt to login again and I get the software error. So once I get the error, more place blow up on me. Today I downloaded OTRS 3.0.5 and ITSM 3.0 beta2 with the same results. Clean install then the system blows up when I go to some modules in the admin panel. On 1/18/2011 10:57 AM, itsm-request(a)otrs.org wrote: > Re: ITSM 3.0 beta1 (Michiel Beijen) >

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Re: [itsm] Possibly spam: SLA and Service Mandatory
by James Burk 18 Jan '11

18 Jan '11

There is an FAQ for ITSM 1.2.3. that states roughly the following: Symptom: In the agent phone ticket screen, a Service nor SLA must be chosen in order to create a ticket. Problem: The user should be forced to chose a Service when entering a ticket. This can be done using the DTL for Create Ticket. Solution: The following java script can be added to the DTL in order to make this a mandatory field. Find the following function in AgentTicketPhone.dtl function submit_compose() { if (document.compose.TypeID && document.compose.TypeID.value == "") { alert('Ticket Type is required!'); document.compose.TypeID.focus(); return false; } add the following code for mandatory service else if (document.compose.ServiceID && document.compose.ServiceID.value == "") { alert('Service required!'); document.compose.ServiceID.focus(); return false; } Something similar might be done for ITSM 3.0. and for SLAs. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk(a)dornc.com >>> "Jose Luis Jarpa" <jose.jarpa(a)sixbell.com.br> 1/18/2011 12:24 PM >>> It is possible make SLA and Service fields mandatory when creating a ticket?. My system is OTRS 3.0.4 and ITSM 3.0 Best Regards, Jose Luis Jarpa P. ----------------------------------------------------------------------------- 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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SLA and Service Mandatory
by Jose Luis Jarpa 18 Jan '11

18 Jan '11

It is possible make SLA and Service fields mandatory when creating a ticket?. My system is OTRS 3.0.4 and ITSM 3.0 Best Regards, Jose Luis Jarpa P.

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ITSM 3.0 beta1
by James Burk 18 Jan '11

18 Jan '11

I am trying to install the OTRS and ITSM modules in my Windows development environment and cannot get the Change Management module to work. When installed it blows up the rest of the system with a software error. Anyone having similar problem? 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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ITSM IncidentProblemManagement module error in Package Manager
by James Burk 18 Jan '11

18 Jan '11

When I look at Package Manager I see the following: : ITSMIncidentProblemManagement 1.2.3 - Package not correctly deployed! You should reinstall the Package again! I have the option to uninstall or reinstall. Reinstall prompts me with a warning about proceeding and I proceed but the error message remains, even though the package seems to be reinstalled. Any thoughts? 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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Estarei em férias
by ivan.souza＠copel.com 10 Jan '11

10 Jan '11

Estarei ausente do escritório a partir de 05/01/2011 e não retornarei até 29/01/2011. Estarei em férias Esta mensagem e seus anexos foram verificados por software anti-vírus. Recomenda-se que não sejam abertos e/ou executados anexos de mensagens de conteúdo ou remetente duvidoso.

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performance Problems with OTRS ITSM Change Management
by Antonio Sarmiento 10 Jan '11

10 Jan '11

Hi everybody, Happy new year !! I am using OTRS2.4.8 & ITSM 2.1 on win7 home basic with an AMD senprom si-42 2.1ghz 2GB ram I am having problem with performance when go to update de DB, specially with ITSM Change management transactions At the beginning the support assessment, said problem with apache dbi and activate this feature. Then I believed this problem was solved, but , bad response time continue & the Support Assessment didn't find problem The functionality, it seems works, but sometimes took minutes to respond In the apache log, I took the last part of the file, since apache restart with the DBI activation & I find many message, that sound to problems, like: 1.- [Sun Jan 9 12:54:15 2011] -e: DBI connect('otrs','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at C:/PROGRA~2/OTRS/OTRS/Kernel/cpan-lib/Apache/DBI.pm line 233 2.- ERROR: OTRS-CGI-10 Perl: 5.12.1 OS: MSWin32 Time: Sun Jan 9 12:54:39 2011 Message: Got no SessionID!! Traceback (6444): Module: Kernel::System::AuthSession::DB::CheckSessionID (v1.40) Line: 60 Module: Kernel::System::AuthSession::CheckSessionID (v1.40) Line: 116 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 338 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_20_28x86_29_OTRS_OTRS _bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 51 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 3.- -e: Use of uninitialized value in int at C:/PROGRA~2/OTRS/OTRS//Kernel/Output/HTML/DashboardTicketGeneric.pm line 70. 4.- -e: Use of uninitialized value in int at C:/PROGRA~2/OTRS/OTRS//Kernel/Output/HTML/DashboardUserOnline.pm line 74 5.- ERROR: OTRS-CGI-10 Perl: 5.12.1 OS: MSWin32 Time: Sun Jan 9 13:29:26 2011 Message: Need Filename! Traceback (6444): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.20.2.1) Line: 67 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.19) Line: 153 Module: Kernel::Modules::AgentTicketPhone::Run (v1.113.2.5) Line: 487 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_20_28x86_29_OTRS_OTRS _bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 51 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 6.- [Sun Jan 09 13:32:37 2011] [error] [client 127.0.0.1] File does not exist: C:/Program Files (x86)/OTRS/OTRS/var/httpd/htdocs/js/itsm-changemanagement.js, referer: http://localhost/otrs/index.pl?Action=AgentITSMChangeAdd&TicketID=499 7.-[Sun Jan 09 13:41:20 2011] [error] [client 127.0.0.1] File does not exist: C:/Program Files (x86)/OTRS/OTRS/var/httpd/htdocs/js/itsm-changemanagement.js, referer: http://localhost/otrs/index.pl?Action=AgentITSMWorkOrderReport&WorkOrderID=3 1 Someone would help me? Thanks Antonio Sarmiento

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