May 2012 - itsm - OTRS mailing lists

ITSM Notifications tags
by Guenther Wagner 23 May '12

23 May '12

Hello, Could anybody tell me if there is an overview of all tags that can be used for notifications for changes and workorders? I found something for tickets, but am not able to find the tags for workorders. <OTRS_WORKORDER_WorkOrderAgent> & <OTRS_WORKORDER_ChangeOwner> for example did not work. Any help would be appreciated. Regards Guenther Description: cid:15D4F6E3-D1FB-4697-985F-8265E6A8A3B8@ad.neosventures.com Neos Ventures GmbH Landsbergerstrasse 155 80687 München Telephone: +49 (0) 89 2000 43424 Fax: +49 (0) 89 2000 43410 Mobile: +49 (0) 172 459 31 29 Email: <mailto:guenther.wagner@neosventures.com> guenther.wagner(a)neosventures.com

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Hii!! i need help with the OTRS
by diana.ospina 17 May '12

17 May '12

Hi, I commented that I have OTRS 3.0.6 in the company and has worked very well. But I have a requirement which I coud not solve: I have some answers with templates associated with a queue, this works for me now as follows: 1. The client makes a ticket requesting such a change of operating system on client's machine 2. then the agent responds with a response associated with a queue for the customer to fill in the template information with "the brand of computer, operating system required and the reason for the change of operating system" 3. The client finally fills the template and sends the requested information to the agent. I want the client does not have to wait for the agent will send a reply with the template to be filled. I want the client when creating the new ticket and select the queue and service, it automatically appears to fill the template, so that the solution time of the ticket is shorter. Anyone know how this could be done?? Thank you can help me Diana Ospina -- Cordialmente, ITAC S.A. [http://www.itac.com.co/documentos/firmaITAC.gif] <http://www.itac.co/web/guest/eventos-2011> *www.itac.com.co* <http://www.itac.com.co> *Diana Ospina* Coordinadora de soporte interno y proyectos especiales *ITAC - IT Applications Consulting* Avenida 19 # 120 - 71 Oficina 516 Bogota, DC. Colombia Teléfono (+571) 7444822 Ext. 1301 *diana.ospina(a)itac.co* <mailto:diana.ospina@itac.co> ------------------------------------------------------------------------ *Nuestros clientes hacen parte de la calidad que brindamos por lo que lo invitamos a que si tiene una queja, reclamo o sugerencia nos la haga saber a calidad(a)itac.com.co <mailto:calidad@itac.com.co> *

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Question regarding OTRS::ITSM implementation
by Cyrille Bollu 15 May '12

15 May '12

Dears, Belnet has chosen OTRS::ITSM has its initial service desk+ software application. As planned, ICT & Logistic will implement it by march 2013 at the latest. In order to select the right support level and implementation, we need some information from you: 1. What are the availability requirements for this application? Particularly, what would be its maximal allowed downtime in case of problem? 2. Do you have anything against a hosted solution? Thank you in advance for your prompt responses, -- *Cyrille Bollu * Belnet . ICT & Logistics Louizalaan 231 Avenue Louise Brussel 1050 Bruxelles België . Belgique T: +32 2 790 33 33 *www.belnet.be <http://www.belnet.be>*

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Service select in New Ticket interfase is taking too long to populate
by Edwind Richzendy Contreras Soto 14 May '12

14 May '12

Hi all, I use otrs 3.1.1 with 17 queue and 483 services on debian 6.0 with postgresql 8.4 when I create a new ticket-mail, select the type, then the tail and all good, but when I select the list of customer service takes to occur more than 30 seconds, sometimes more than 2 minutes which makes it unwieldy the creation of a ticket, a period during which the rest of the site is slow, processes of apache and perl can consumier up to 30% of the CPU and RAM and I note that in postgresql are hundreds of select type queries, for example : 2012-05-14 00:04:15 VET LOG: sentencia: DEALLOCATE dbdpg_p2554_6849 2012-05-14 00:04:15 VET LOG: ejecutar dbdpg_p2554_6850: SELECT id, name FROM service WHERE name LIKE 'Telefonía Móvil::Asignación de Equipo Móvil::%' AND valid_id IN (1) 2012-05-14 00:04:15 VET LOG: sentencia: DEALLOCATE dbdpg_p2554_6850 2012-05-14 00:04:15 VET LOG: ejecutar dbdpg_p2554_6851: SELECT id, name, valid_id, create_time, create_by, change_time, change_by FROM ticket_priority WHERE id = $1 2012-05-14 00:04:15 VET DETALLE: parámetros: $1 = '3' 2012-05-14 00:04:15 VET LOG: ejecutar <unnamed>: UPDATE sessions SET session_value = $1 WHERE session_id = $2 I've checked the tuning manual for otrs, but I think my problem is different, the rest of the site works well and fast response times except when you create a ticket or services listed. I was looking online for similar problems, the closest thing to my problem I got was this, in the same mailing list: http://lists.otrs.org/pipermail/itsm/2012-March/001162.html I have a video[1] where I show the process of creating a ticket and where can be seen in the bottom bar in time firebug debugging response selection combo for those who want to see it. My questions are: 1) It is appropriate to have so many services? (I did not do the configuration of OTRS) 2) why are so many queries to the database? 3) that information is not stored in cache to make selection faster then? 4) If I type ACL Queue-> Services [2], the charging time will be faster service? and related services only appear to the queue defined in the ACL? 5) as I can make the load time of service is much faster? Thanks, any help is appreciated [1] http://dl.dropbox.com/u/16073962/out.ogv [2] http://lists.otrs.org/pipermail/otrs/2010-February/030668.html

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Fwd: System Monitoring --> could not find any CI with the name ( Solved )
by Lucio aquino 03 May '12

03 May '12

Hello to all , It is working now , i change the HostRegExp to " \s*Host:\s+(\w+\-\w+\-\w+\-\d+)\s* " . It get servers with the name xx-xx-xx-## , Example : CMP-SRV-BI-01 Everything is ok 2012/5/2 Lucio aquino <lucioaquino(a)gmail.com> > Working in the problem i found a ^M after the name of the CI in the > log when i open the log file with vi > >

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Could not find any CI with the name
by Lucio aquino 03 May '12

03 May '12

Hello to all I have some trouble with the system monitoring , all appear to be ok , but the system "could not find any CI with the name" , the name has a #015 after , i do not know what is happening . The open ticket and closed ticket it is ok --> I put the log below Apr 30 21:39:54 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System::PostMaster::Filter::SystemMonitoring::_LogMessage] SystemMonitoring Mail: New Ticket - Host: CMP-SRV-BI-01#015, State: DOWN, Service: Host Apr 30 21:39:54 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Error][Kernel::System::PostMaster::Filter::SystemMonitoring::_SetIncidentState][Line:484]: Could not find any CI with the name 'CMP-SRV-BI-01#015'. Apr 30 21:39:54 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2012043010000056/Host DOWN alert] created (TicketID=12,Queue=ECO,Priority=3 normal,State=new) Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System::PostMaster::Filter::SystemMonitoring::_LogMessage] SystemMonitoring Mail: Recovered - Host: CMP-SRV-BI-01#015, State: UP, Service: Host Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Error][Kernel::System::PostMaster::Filter::SystemMonitoring::_SetIncidentState][Line:484]: Could not find any CI with the name 'CMP-SRV-BI-01#015'. Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Error][Kernel::System::PostMaster::Filter::SystemMonitoring::_LinkTicketWithCI][Line:577]: Could not find any CI with the name 'CMP-SRV-BI-01#015'. Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [2012043010000056] created (TicketID=12, ArticleID=22). , Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System::MailAccount::IMAP::_Fetch] IMAP: Fetched 2 email(s) from monitoracao(a)xxxxx.com.br/200.242.222.edited --> Configuration Self->{'SystemMonitoring::LinkTicketWithCI'} = '1'; $Self->{'SystemMonitoring::SetIncidentState'} = '1'; $Self->{'PostMaster::PreFilterModule'}->{'00-SystemMonitoring'} = { 'ArticleType' => 'note-report', 'CloseActionState' => 'closed successful', 'ClosePendingTime' => '172800', 'CloseTicketRegExp' => 'OK|UP', 'DefaultService' => 'Host', 'FreeTextHost' => '1', 'FreeTextService' => '2', 'FreeTextState' => '1', 'FromAddressRegExp' => 'nagios@centreon-localdomain', 'HostRegExp' => '\\s*Host:\\s+(.*)', 'Module' => 'Kernel::System::PostMaster::Filter::SystemMonitoring', 'NewTicketRegExp' => 'CRITICAL|DOWN', 'SenderType' => 'system', 'ServiceRegExp' => '\\s*Service:\\s+(.*)\\s*', 'StateRegExp' => '\\s*State:\\s+(\\S+)' }; --> Nagios message ***** centreon Notification ***** Type:PROBLEM Host: CMP-SRV-BI-01 State: DOWN Address: 10.32.32.1 Info: CRITICAL - Host Unreachable (10.32.32.1) Date/Time: 30-04-2012 Any sugestions ? thanks

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could not find any CI with the name
by Lucio aquino 01 May '12

01 May '12

Hello to all I have some trouble with the system monitoring , all appear to be ok , but the system "could not find any CI with the name" , the name has a #015 after , i do not know what is happening . The open ticket and closed ticket it is ok --> I put the log below Apr 30 21:39:54 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System::PostMaster::Filter::SystemMonitoring::_LogMessage] SystemMonitoring Mail: New Ticket - Host: CMP-SRV-BI-01#015, State: DOWN, Service: Host Apr 30 21:39:54 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Error][Kernel::System::PostMaster::Filter::SystemMonitoring::_SetIncidentState][Line:484]: Could not find any CI with the name 'CMP-SRV-BI-01#015'. Apr 30 21:39:54 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2012043010000056/Host DOWN alert] created (TicketID=12,Queue=ECO,Priority=3 normal,State=new) Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System::PostMaster::Filter::SystemMonitoring::_LogMessage] SystemMonitoring Mail: Recovered - Host: CMP-SRV-BI-01#015, State: UP, Service: Host Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Error][Kernel::System::PostMaster::Filter::SystemMonitoring::_SetIncidentState][Line:484]: Could not find any CI with the name 'CMP-SRV-BI-01#015'. Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Error][Kernel::System::PostMaster::Filter::SystemMonitoring::_LinkTicketWithCI][Line:577]: Could not find any CI with the name 'CMP-SRV-BI-01#015'. Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [2012043010000056] created (TicketID=12, ArticleID=22). , Apr 30 21:39:55 eco-srv-otrs-01 OTRS-CGI-10[1496]: [Notice][Kernel::System::MailAccount::IMAP::_Fetch] IMAP: Fetched 2 email(s) from monitoracao(a)xxxxx.com.br/200.242.222.edited --> Configuration Self->{'SystemMonitoring::LinkTicketWithCI'} = '1'; $Self->{'SystemMonitoring::SetIncidentState'} = '1'; $Self->{'PostMaster::PreFilterModule'}->{'00-SystemMonitoring'} = { 'ArticleType' => 'note-report', 'CloseActionState' => 'closed successful', 'ClosePendingTime' => '172800', 'CloseTicketRegExp' => 'OK|UP', 'DefaultService' => 'Host', 'FreeTextHost' => '1', 'FreeTextService' => '2', 'FreeTextState' => '1', 'FromAddressRegExp' => 'nagios@centreon-localdomain', 'HostRegExp' => '\\s*Host:\\s+(.*)', 'Module' => 'Kernel::System::PostMaster::Filter::SystemMonitoring', 'NewTicketRegExp' => 'CRITICAL|DOWN', 'SenderType' => 'system', 'ServiceRegExp' => '\\s*Service:\\s+(.*)\\s*', 'StateRegExp' => '\\s*State:\\s+(\\S+)' }; --> Nagios message ***** centreon Notification ***** Type:PROBLEM Host: CMP-SRV-BI-01 State: DOWN Address: 10.32.32.1 Info: CRITICAL - Host Unreachable (10.32.32.1) Date/Time: 30-04-2012 Any sugestions ? thanks

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