January 2013 - itsm - OTRS mailing lists

Ha: itsm Digest, Vol 66, Issue 3
by Y_Kolesnikov＠cherepovetscity.ru 31 Jan '13

31 Jan '13

You can use Import/Export feature for mass download CI. There you can create template for each Class of CI. Create one item in OTRS::ITSM, export it in CSV and then fill this table with other CI's in this table. After that you can Import this table in OTRS. С уважением Ю. Н. Колесников МУ "Центр Муниципальных Информационных Ресурсов и Технологий (ЦМИРиТ) Отдел технической поддержки mailto:Y_Kolesnikov@Cherepovetscity.ru т. +7 (8202)551525 доб.1016 http://www.cmirit.ru

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Mass Data
by Técio Vivas 29 Jan '13

29 Jan '13

Hi, I just installed OTRS ITSM to assess some features and would like to check if there is a script to create a mass of data that will allow me to initial use of the tool. Could you help me? Thanks a lot TVivas

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Impact and Priority
by Alvaro Cordero 25 Jan '13

25 Jan '13

Hello everybody. In otrs 2.4 we use to be able to set the impact for a ticket and that would recalculate Prioririty according to Criticallity <-> Impact <-> Priority matrix. In otrs 3.1 I've found that the impact is no setable in the priority matrix as it was before. I managed to make it available in the Addional ITSM Field Screen (for some reason even if it is enabled in Priority screen, it won't show up), but when I change it, it has no efect in the priority as it had before. Does anyone know if it was done on purpose, is it a bug? I've notice it does work well when setting impact and prioriy if you create a new ticket. Best Regards. -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

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CSV Import / Export Encode
by Bruno Galindro da Costa 09 Jan '13

09 Jan '13

Hi! I'm trying to import values with accent (ã, õ, á, é, ....) from a CSV file into a specific OTRS Config Item Class, but isn't possible. Each column that has accent is truncated before it's imported. See example bellow: CSV FILE CONTENT: name;ip Próximo ao centro;192.168.1.1 OTRS CONFIG ITEM CONTENT: Name: Pr IP: 192.168.1.1 See?? Its is truncated to "Pr" instead of insert the correct value "Próximo ao centro". I've already changed the character encoding from the import model to LATIN1, ISO-8859-1, Unicode, ASCII, UTF-8 and nothing works. Any help is appreciated... Thanks -- Att. Bruno Galindro da Costa

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