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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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Automatic link of CI
by Katynski, Bogdan 13 Dec '12

13 Dec '12

Hello everybody I would like to automatically link a CI from CMDB to a ticket. I receive alerts from Nagios with a hostname in the subject. I would like to link a server with this hostname from the CMDB to this ticket. Is it possible? How can I achieve this? I cannot find such a use case in the documentation. Pozdrawiam / Kind Regards Bogdan Katynski

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Sendmail Configuration
by Roman Gelfand 29 Nov '12

29 Nov '12

When configuring smtp smart host, is it possible encrypt username/passowrd in the config file? Is there a way to connect to supply logged in user credentials to smtp smart host? Thanks in advance

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QueueView showing All Tickets on the system after upgrade to OTRS 3.1
by Alvaro Cordero 28 Nov '12

28 Nov '12

Hello Guys, we recently did a migration of our OTRS system from 2.4 to 3.1.11 In 2.4 we used to see only new tickets in queue view, but since migration we are seeing all tickets on the system even closed tickets. Also for some agents the tickets are no being unlocked after closed. That didn't happen in previous version. I have looked into configuration and I don't seem to find how to make it to work as desired. Any help wil be apreciated. 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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Email Tickets related to last case for a CI
by Alvaro Cordero 26 Nov '12

26 Nov '12

Hello Everybody. We have migrated our Servicedesk to OTRS 3.11 about a month ago. We are using the module System Monitoring. Everything was working as expected with few adjustments, but starting this weekend our system started to not create new tickets but instead adding all the new emails to the last ticket that was linked to the corresponding CIs. We also started to see problems into the logs with write permissions into the /opt/otrs/var/tmp/* directory when trying to set the dynamic field values among others. We ran SetPermissions and nothing changed, finally we had to manually We have done some tests and managed to have the system creating new tickets into, but it allways get related to the last one for that CI. Your help will be apreciated. 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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Dynamic Fields not available in CustomerTicketZoom otrs 3.1
by Alvaro Cordero 23 Nov '12

23 Nov '12

Hello Everybody I have an implementation of OTRS 3.1 and we are using a dynamic field to asign an approver and generate a notification to that approver. But we need to let the customer update de approver in case the first asigned approver is not the one that needs to do the action. But we have not been able to enable dinamic field into CustomerTicketZoom so the customer can update or see it when answering or updating a ticket. Have anyone been able to enable the fields there. I have been able to see the field into the viewable fields as stated into the configuration, but not to allow the field to be edited or modified. We are running otrs 3.1.11 with mysql and apache on CentOS 6. 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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Filtering on Empty Subject
by Keesing, Ben 16 Nov '12

16 Nov '12

Hi All, I am currently trying to use Postmaster Filters to send any tickets with no subject into an auto reject queue. The issue I am having is what to put in the "Value 1" box for empty. Please let me know if you need any more info. Kind Regards, Ben Keesing IT Support Administrator 01784480187 MIQ Logistics Limited Unit 1, Alpha Way Thorpe Industrial Park Egham, Surrey TW20 8RZ United Kingdom Email: Ben.Keesing(a)MIQ.com Website: www.miq.com Newsfeed: www.miq-rss.info Twitter: http://twitter.com/miqlogistics Directions:www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10… Except as otherwise agreed in writing, signed by a director of MIQ Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association's conditions of contract current at the time of contract (UKWA) and all other services provided by MIQ Logistics are provided subject to the British International Freight Association's standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA & BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions. Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by MIQ Logistics. http://www.ukwa.org.uk/_files/6-conditions-of-contract-sample-6.pdf http://www.bifa.org/_attachments/Resources/1105_S4.pdf Company Registration Number: 2773769

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