- itsm - OTRS mailing lists

"My Work Orders" view
by Juan Manuel Clavero Almirón 13 Jul '16

13 Jul '16

Hi all, I'm going through the ITSM doc and I've found a paragraph about the "My Work Orders" view but I can't seem to find how to reach it. Can you help me? Kind regards, Juan Clavero

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Otrs5 change owner issue (Internal Server error)
by Lukasz Borek 05 Jul '16

05 Jul '16

Hi guys, Maybe You will be able to help me or atlas throw me some direction I should forward… Last week I’ve upgraded my OTRS installation from version 4.0.4 to 5.0.10. Since then I have really annoying bug with “change owner” future - everytime I want to change owner of the ticket to someone else (except myself - somehow change owner for me works fine) I’m receiving 500 Internal Server error screen. Apache error log says: Can't locate object method "SendAgentNotification" via package "Kernel::System::Ticket" at /opt/otrs/Custom/Kernel/System/Ticket.pm line 4556.\n Which points me basically to untouched block in Ticket.pm config: # send agent notification $Self->SendAgentNotification( Type => 'OwnerUpdate', RecipientID => $Param{NewUserID}, CustomerMessageParams => { %Param, Body => $Param{Comment} || '', }, TicketID => $Param{TicketID}, UserID => $Param{UserID}, Have You had similar issues or do You have any idea what can be the cause of this? Greetings, Lukasz

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Otrs 4/5 postgres pool connection question
by Lukasz Borek 07 Jun '16

07 Jun '16

Hi there! For some time we are struggling with limiting the amount of connections between our OTRS and Postgresql server. How can we limit/set up/manage pool size for connections to our db server? We’re unable to find any config for this. Any help would be very appreciated, LG, Lukasz Borek

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AUTO: Bruno Miguel Craveiro Da Graça is out of the office (returning Fri 06/10/2016)
by Bruno Miguel Craveiro Da Graça 06 Jun '16

06 Jun '16

I am out of the office from Tue 05/31/2016 until Fri 06/10/2016. Encontro-me ausente até dia 10 de Junho. Qualquer assunto contactar operacao(a)softinsa.com Nota: Esta es una respuesta automática a su mensaje "[itsm] Otrs 4/5 postgres pool connection question" enviado el 06/06/2016 12:18:14. Esta es la única notificación que recibirá mientras esta persona está ausente. --------------------------------------------------------------------------------------------- Este mensaje va dirigido únicamente a la(s) persona(s) y/o entidad(es) arriba relacionada(s). Puede contener información confidencial o legalmente protegida. Si no es usted el destinatario señalado, le rogamos borre del sistema inmediatamente el mensaje y sus copias. Asimismo le informamos que cualquier copia, divulgación, distribución o uso de los contenidos está prohibida. --------------------------------------------------------------------------------------------- Ingeniería de Software Avanzado, S.A. Domicilio Social: Avda. de Burgos 8-A 28036 de Madrid. telf: 913834060, Fax: 913834090. Reg. M. Madrid: Tomo 3238, Libro:0, Folio: 78, Seccion: 8ª, Hoja M-55112, N.I.F.: A-80157746SoftINSA – Engenharia de Software Avançado, Lda., sociedade por quotas, com sede no Edifício “Office Oriente”, Rua do Mar da China, nº 3, Parque das Nações, 1990-138 Lisboa, com um capital social de 58.000,00 Euros, matriculada na Conservatória do Registo Comercial de Lisboa, com o número único de matrícula e de identificação de pessoa coletiva 508207908. ___________________________________________________________________ Este email e todos os arquivos anexos são confidenciais e deverão ser lidos unicamente pelo indivíduo ou entidade a quem são dirigidos. Se não for o receptor original; todo o uso; divulgação; reenvio; impressão; ou cópia deste email é estritamente proibido. Se receber este email por engano; notifique por favor o remetente. This email and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to which they are addressed. If you are not the original recipient; any use; dissemination; forwarding; printing; or copying of this email is strictly prohibited. If you received this email in error; please notify the originator.

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lucio aquino invited you to check out Dropbox
by Dropbox 19 Mar '16

19 Mar '16

Hi there, lucio aquino wants you to try Dropbox! Dropbox lets you bring all your photos, docs, and videos with you anywhere and share them easily. Accept invite[1] Thanks! - The Dropbox Team ____________________________________________________ If you prefer not to receive invites from Dropbox, please go here[2]. Dropbox, Inc., PO Box 77767, San Francisco, CA 94107 [1]: https://www.dropbox.com/l/1V75lueepJRX9Kh2SIAA3h?text=1 [2]: https://www.dropbox.com/l/zmtkkxrRVXPJPdno8WCEQo?text=1

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lucio aquino invited you to check out Dropbox
by Dropbox 19 Mar '16

19 Mar '16

Hi there, lucio aquino wants you to try Dropbox! Dropbox lets you bring all your photos, docs, and videos with you anywhere and share them easily. Accept invite[1] Thanks! - The Dropbox Team ____________________________________________________ If you prefer not to receive invites from Dropbox, please go here[2]. Dropbox, Inc., PO Box 77767, San Francisco, CA 94107 [1]: https://www.dropbox.com/l/iPQsztrq2uy9nnj75Zp96g?text=1 [2]: https://www.dropbox.com/l/5u99H09cIKdV2RotlcsdTn?text=1

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CMDB CofigItem Link to Customer
by DHilsbos＠performair.com 10 Feb '16

10 Feb '16

ITSM Group; I'm wondering if the CMDB ConfigItem Link can be modified to support linking to CustomerUsers. I'm thinking about a situation where we have a Microsoft Volume License User CAL, and want to track which users are assigned to it. Thank you, Dominic Hilsbos

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ITSM Note: Type is invalid! Error
by Branislav Brna 01 Feb '16

01 Feb '16

Hi, I encountered strange behavior in OTRS 5.0.5 when all of my ticket types in ticket zoom are flagged with notice *Note: Type is invalid! *Strange thing is that when I check ticket types in admin menu they all seems to be valid. I even tried to setting them invalid and then back valid, but the problem still persists. Same thing happens when I try to add completely new type. I checked DB table ticket_types and all seems fine. I also tried reinstalling whole package ITSMIncidentProblemManagement with no luck. Any idea what might be causing this? In my other install of OTRS 5.0.5 I dont have this problem. With regards Branislav Brna

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ITSM - service handling
by Branislav Brna 25 Jan '16

25 Jan '16

Hello, I am trying to implement ITSM in our OTRS install and I am having a hard time figuring right way to use Services. I already created our business service catalog of services that we provide to our customers like Internet, Wireless, VPN, VoIP etc... Right now I am trying to create technical service catalog that will mostly consists of our internal infrastructure. What I cant figure our is where to put things like problems with invoices or claims from retail customers. My understanding of ITIL tells me that these type of things should be handled as problems under exact customer service. My boss on the other hand thinks that for these type of situations should exist separate technical services like billing or customer care. Do you have any thought on how to handle this? I would be also interested in hearing how you implemented this part of service desk with OTRS. Thanks With regards Branislav Brna

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Virtual Machines (guests) in CMDB
by DHilsbos＠performair.com 15 Jan '16

15 Jan '16

All; How do you generally represent virtual machines in your CMDB; as computers with a link / dependency on the host, or as software? Thank you, Dominic L. Hilsbos, MBA, EIT, CSDA Director - Information Technology Perform Air International Inc. DHilsbos(a)PerformAir.com 300 S. Hamilton Pl. Gilbert, AZ 85233 Phone: (480) 545-2850 Fax: (480) 610-3501 www.PerformAir.com

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