- 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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3.1 Dynamic fields also in Changes and work orders?
by Günther Wagner 23 Feb '12

23 Feb '12

Hello, We installed 3.1 and now I would like to know if the new dynamic fields can also be used in the ITSM Change Management? Or does the ITSM module still use free text fields? Regards Guenther

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OTRS upgrade from 3.0 to 3.1 fail - Run scripts/DBUpdate-to-3.1.pl
by Marco Ferreira 17 Feb '12

17 Feb '12

Hi, I try to upgrade my otrs from version 3.0 to new version 3.1 and I have the below error when run the perl script scripts/DBUpdate-to-3.1.pl ################################################################################################################## Migration started... Step 1 of 22: Refresh configuration cache... done. Step 2 of 22: Check framework version... done. Step 3 of 22: Creating DynamicField tables (if necessary)... done. Step 4 of 22: Create new dynamic fields for free fields (text, key, date)... done. Step 5 of 22: Migrate ticket free fields to dynamic fields... Migrated 0 tickets of 0 (with Free fields data). done. Step 6 of 22: Migrate article free fields to dynamic fields... Migrated 0 articles of 0 (with Free fields data). done. Step 7 of 22: Verify if ticket data was successfully migrated... Verified 0 tickets of 0 (with Free fields data). done. Step 8 of 22: Verify if article data was successfully migrated... Verified 0 articles of 0 (with Free fields data). done. ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.8.8 OS: linux Time: Fri Feb 17 11:03:37 2012 Message: Need Label! Traceback (32511): Module: Kernel::System::DynamicField::DynamicFieldUpdate (v1.50) Line: 378 Module: main::_MigrateFreeFieldsConfiguration (v1.71) Line: 1245 Module: scripts/DBUpdate-to-3.1.pl (v1.71) Line: 139 Could not migrate configuration for dynamic field: ArticleFreeText1 at scripts/DBUpdate-to-3.1.pl line 1253. ################################################################################################################## Someone already have this error, could you please help me. Regards, Marco

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ITSM RC1 3.0.96 - problem with the state machine
by David Negreira 13 Feb '12

13 Feb '12

Hi, I have been struggling with OTRS for the past weeks in order to set it up properly but I am now running a bit frustrated as I am seeing some bugs happening and I cant setup a proper change management system adapted to our needs. What I am struggling at the moment is with the change state machine. I am trying to setup some new possible states on the state machine but it seems that, or I am missing something or that I am facing a bug. I add, for example a new state "Pending workorder", on that state I add new possibilites for the next action, for instance: "In Progress", "canceled" and "Accepted". When i go to an workorder that has the state "Pending workorder" I am only able to set the "canceled" state but not any other state. Am I missing something here? Did i found a bug? Thank you! David Negreira.

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Remove successful Changes after a certain period from Change overview
by Günther Wagner 24 Jan '12

24 Jan '12

Hello, would somebody be able to tell me if there is a way to remove successfull closed changes from the Changes -> Overview? I had a look in the Frontend::Agent::ViewChangeOverview but cannot find a way to change what appears in the overview(ALL). I am just thinking that after a while using OTRS there will an awful lot of changes and the successful ones will be too many to keep an overview. I do not want to permanently delete them, as there is a successful tab I dont mind if I can have a look at them there. The overview without the successful Changes would be much more helpful. Regards Guenther neosventures (GmbH) Telephone: +49 (0) 89 2000 434 24 Mobile: +49 (0) 172 459 31 29 Fax: +49 (0) 89 2000 434 10 Email: guenther.wagner(a)neosventures.com Website: www.neosventures.com <http://www.neosventures.com/> neos ventures GmbH Sitz der Gesellschaft: München HR München 157932 Landsbergerstrasse 155 80687 München Germany

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How use ACL to restrict Workoredr access on WO type ?
by Stefano Boccanera 30 Dec '11

30 Dec '11

Hi I'm trying to find a solution about following issue: I'd like to restrict an agent's group to use only a specific Workorder's type (saying for sake of clarity, the type: workorder). On this Workorder's type this agent's group can : edit & modify the workorder, report, and assign the workordr to another agent within the same group, but the same permission would not available for another workorder's type : approval. That workorder would required an higher permission level granted to the itsm-change-builder. Actually granted the 'SetWorkOrderAgent' permission (changing the permission to ro into ITSM Change Management -> Frontend::Agent::ViewWorkOrderAgent) grant the same permission also on the 'approval' workorder. Can I use ACL to solve this issue? regards -- * Stefano Boccanera*

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(no subject)
by Anton Gubar'kov 24 Dec '11

24 Dec '11

http://ebooktini.com/wp-content/plugins/extended-comment-options/rmyrfrb.htm

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