March 2012 - itsm - OTRS mailing lists

new state transitions in the ITSM state machines
by Cyrille Bollu 14 Mar '12

14 Mar '12

Hi, In OTRS::ITSM state machines, I do see the possibility to delete and modify state transitions, but not the possibility to add new ones. Is it possible to add new state transitions in the ITSM state machines? Best regards, Cyrille

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change template problem
by cyrille 13 Mar '12

13 Mar '12

Hi, I've a problem with the change management module: I can't save change templates. Well, in fact I can. But, the saved templates don't contain anything; They don't contain work orders and conditions for example. Do any of you already have experienced this problem? Am I stupidly missing something? I'm using OTRS 3.1.1 with ITSM 3.1.1. Best regards, Cyrille Bollu

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moving menu entries out of the admin module
by Cyrille Bollu 09 Mar '12

09 Mar '12

Hi all, Is it possible to move a menu entry out of the admin module? My practical use case is that with OTRS::ITSM I would like agents with rw access to the itsm-service group to be able to encode new services. Currently, they need rw access to the admin group to get access to the "services" menu entry in the admin module. Best regards, Cyrille Bollu **

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Service select is taking too long to populate
by Aldo Velazquez Alonso 02 Mar '12

02 Mar '12

Hi experts, I've installed an OTRS v. 3.0 with itsMF on an IIS in Windows 2008 server and Microsoft Sql Server. I've also integrated it with Active Directory for Client and Agent single sign-on and group-role synchronization. When I'm going to create a new phone ticket, after selecting the ticket type, an Ajax call is being made to populate the Service, SLA and Owner fields. This call is taking too long to complete, more than 5 minutes. This is happening from a couple of days ago, and I can't find out what could have changed. I'm just testing now, so I have just some dozens of tickets. I know it would be much better to install it on linux+apache+mysql, but windows platform is a must at my job location. Has someone had any similar problem? Any ideas on what could be happening? Why is this Ajax call being made if Type and Service fields are not related? Thanks in advance for any help, Aldo. --- El presente correo electr?nico y cualquier posible archivo adjunto esta dirigido solamente al destinatario del mensaje y contiene informaci?n que puede ser confidencial. Si Ud. no es el destinatario por favor notifique al remitente respondiendo a este mensaje y elimine inmediatamente el correo electr?nico y los posibles archivos adjuntos de su sistema. Esta prohibida cualquier utilizaci?n, difusi?n y copia de este correo electr?nico por cualquier persona o entidad que no sean las especificas destinatarias del mensaje. MRREE no acepta ninguna responsabilidad con respecto a cualquier comunicaci?n que haya sido emitida incumpliendo nuestra Pol?tica de Seguridad de la Informaci?n y la Ley de Protecci?n de Datos y Acci?n de Habeas Data N? 18.331. ---

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