itsm March 2011

itsm@lists.otrs.org

7 participants
7 discussions

by James Burk

Thanks Shawn. In Framework::Frontend::Customer, I have the following: CustomerGroupSupport = Yes . One of the default groups for CustomerGroupAlwaysGroups is "users", which I thought would allow everyone access, however when I look at the users group there are no members. As a test I added a known group, IT Administration, which I am a member of, and the IT Administration queue appeared in the customer interface when I logged in and all of my Services are available. So apparently my solution is to add all of my customers, 1500 approximately, to all of my groups or to the users group. My dilemma is that from the agent admin interface I cannot access all 1500 of my customers when I go to CustomerUsers to Groups. So unless there is an agent admin path that you can suggest, I think I have to get my dba to go behind the scenes and figure this one out. Correct? Or other suggestions? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk(a)dornc.com Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk(a)dornc.com >>> Shawn Beasley <shawn.beasley(a)otrs.com> 3/28/2011 4:57 AM >>> Hi James, Have you activated the customer group functionality? The quickest way to get help is to send a support package using the support module (available via FTP [ http://ftp.otrs.org/pub/otrs/packages/ ] or per Package Manager - if not pre-installed) to OTRS AG or a community resource. The customer group function can be deadly here, as well as some other minor settings. On Mar 24, 2011, at 18:32 , James Burk wrote: > Hello. I am exploring the possibility of opening my ITSM system to our customers to allow them to create their own tickets and not have to call the Service Desk. I can log in as a customer and my customized ticket types appear, but none of my Services or Queues can be selected. I'm sure there is some simple setting(s) I have missed but I've looked everywhere I can think of to activate these. Can someone point me in the right direction, please? ///shawn --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm ----------------------------------------------------------------------------- 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. ------------------------------------------------------------------------------

10 years, 5 months

[ITSM] Customer interface

by James Burk

Hello. I am exploring the possibility of opening my ITSM system to our customers to allow them to create their own tickets and not have to call the Service Desk. I can log in as a customer and my customized ticket types appear, but none of my Services or Queues can be selected. I'm sure there is some simple setting(s) I have missed but I've looked everywhere I can think of to activate these. Can someone point me in the right direction, please? 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. ------------------------------------------------------------------------------

10 years, 5 months

Re: [itsm] (no subject)

by Michiel Beijen

No, it is some kind of spam or virus. Would not want to check ou the link with an old browser or unsafe operating system. I think his account has been p4wned. Verzonden van mijn HTC ----- Reply message ----- Van: "James Burk" <James.Burk(a)dornc.com> Aan: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> Onderwerp: [itsm] (no subject) Datum: wo, mrt. 16, 2011 16:33 Mine got flagged as junk mail and I left it there. Safe to go look at and worthwhile for what we're doing with this forum? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk(a)dornc.com>>> Marco Vannini <marco.vannini(a)gmail.com> 3/16/2011 11:24 AM >>>interesting :D On Wed, Mar 16, 2011 at 3:57 PM, DANIEL D'AGOSTINO <ddagosti(a)hotmail.com> wrote: http://abuys.ua/images/mysite.html-----------------------------------------… mailing list: itsm - Webpage: http://otrsorg/Archive: http://lists.otrs.org/pipermail/itsmTo unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm ----------------------------------------------------------------------------- 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. ------------------------------------------------------------------------------

10 years, 6 months

(no subject)

by DANIEL D'AGOSTINO

http://abuys.ua/images/mysite.html

10 years, 6 months

Re: [itsm] ChangeManagement FreeTime fields

by Nils Leideck

Dear James, the current Change Management module does have one (1) single time field, the RequestedTime. FreeTimeFields are not implemented yet. Cheers, Nils On 03.03.2011, at 18:18, James Burk wrote: > Do you have any information about FreeTime fields being added to the Change Management module? — Nils Leideck http://webint.cryptonode.de / a Fractal project

10 years, 6 months

Re: [itsm] itsm Digest, Vol 46, Issue 1 - searching for Services associated with change records

by Jim Burk

That's unfortunate Nils. Most of the changes in our relatively small shop do not require workorders; just adds a layer of complexity that we don't need. It would be nice to have ITSM's full capability at the Change record level for those shops that don't need a complex management system, as well as at the workorder level for those sophisticated organizations. Thanks for your response in any event. On 3/2/2011 7:01 AM, itsm-request(a)otrs.org wrote: > Send itsm mailing list submissions to > itsm(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/mailman/listinfo/itsm > or, via email, send a message with subject or body 'help' to > itsm-request(a)otrs.org > > You can reach the person managing the list at > itsm-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of itsm digest..." > > > Today's Topics: > > 1. searching for Services associated with change records > (James Burk) > 2. Re: searching for Services associated with change records > (Nils Leideck) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 01 Mar 2011 16:16:50 -0500 > From: "James Burk"<James.Burk(a)dornc.com> > Subject: [itsm] searching for Services associated with change records > To:<itsm(a)otrs.org> > Message-ID:<4D6D1BF20200002A00038688(a)gwia1.ncdor.state.nc.us> > Content-Type: text/plain; charset="us-ascii" > > Hello all. I am testing the ITSM Change Management module. In the default settings for AgentITSMChangeSearch::ShowColumns the attribute Services is listed and enabled. However, other than the linking mechanism, I cannot find how to attach a Service to the Change. And even when I link a Service to a Change, the Service does not show up in the search results. Any help on 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. > ------------------------------------------------------------------------------ >

10 years, 6 months

searching for Services associated with change records

by James Burk

Hello all. I am testing the ITSM Change Management module. In the default settings for AgentITSMChangeSearch::ShowColumns the attribute Services is listed and enabled. However, other than the linking mechanism, I cannot find how to attach a Service to the Change. And even when I link a Service to a Change, the Service does not show up in the search results. Any help on 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. ------------------------------------------------------------------------------

10 years, 6 months

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itsm March 2011