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by morisaki85＠virgilio.it 22 Dec '11

22 Dec '11

Hi! I have a question: What should i do if i want change or add fields in service in OTRS? Best regards Daniele

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Simple Change - trouble with conditions
by Günther Wagner 19 Dec '11

19 Dec '11

Hello, I created a simple change consisting of 3 steps: Approval_WO, Workorder_WO, PIR_WO. Now I want to set the state of the change to pending approval, but even when I entered the first condition ( if Approval_WO has state created, set Change status to pending approval) the change status is still requested. Is there any online documentation that can help on this? I will take part in an ITSM training soon, unfortunately the Change builder training will only be later this year. I will appreciate any help on this topic, links for further documentation ect. 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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Change building ***WARNING***I am a complete newbie
by Günther Wagner 14 Dec '11

14 Dec '11

Hello Gents and Ladies, I am a complete newbie to the OTRS ITSM. We are running a test system and I experience difficulties with building sample Changes and Change Templates. My biggest problem are defining the conditions for a change, I do understand all the fields but would like to know if there are rules which conditions are applied first or if there are any relations. Is this the only way to set the state of the change? I read up on the Manual pages but would like to know if there is any other documentation or examples to help me on this. Any kind of help would be highly appreciated. 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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ITSM Change, can I use ACL to filter workorder access ?
by Stefano Boccanera 13 Dec '11

13 Dec '11

hi guys I'm trying to identify a solution about following 'scenario': - Change lifecicle management: I'm modelling a workflow based on a specific workorder (type 'approval') to modify the change's state on the workorder's state change. Modifying this workorder would be available only to itsm-change-manager group. - I would introduce operational workorder (type workorder), linked to a change, where describe the operation needed to implement the change - The last workorder type would be assigned to a 'basic' agent (only itsm-change group assignment), but that basic agent would be able to change the agent's assignment, routing the work to another collegue. So if I enable some 'basic' agent to take the workorder (or change the assignement) listing their id into the ITSMWorkOrder::TakePermission::List parameter, they will be able to take also the 'approval' workorder, but I would avoid it, of course. I'm investigating ACL's to solve the problem, but after read the documentation, I didn't find any reference to change or workorders, it seems only ticket's attributes could be used. So I'd like to know if I can use ACL on change and workorders or not, or if someone has an alternative solution to meet my requirements. best regards -- * Stefano Boccanera*

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CI Link Types
by Anschuetz, Juergen 07 Dec '11

07 Dec '11

Hi there, As the documentation states " There are 7 types of links:" ... and does not lists the types or an explanation what they do, I have tried to play around with them, but have not found any effect of the links actually. Can someone explain to me what they should do and what they actually do? Kind regards, Jürgen Anschütz Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte umgehend den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and delete this e-mail. Any unauthorised copying, disclosure or distribution of the material in this e-mail is strictly forbidden. PS. This is the actual text: OTRS differentiates between bidirectional and nondirectional links. Whenever a CI is linked to another CMDB object, OTRS::ITSM automatically creates the respective reverse link. The OTRS::ITSM standard offers seven link types: [Picture without the links]

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Non IT Assets and preventive maintenance task scheduling
by Andy Graybeal 27 Nov '11

27 Nov '11

I'm wondering if OTRS:ITSM can handle non IT assets? I'm also wondering if OTRS:ITSM can help with the scheduling of preventive maintenance tasks. Is there a way to send a task / calendar item based on the last time something was maintained? For example: Exhaust Hood - Tasks: * filters need cleaned every month * motor needs replaced every X yrs * belt for motor needs replaced every 6 months info: * Motor has parts/labor warranty for Y years. Historical record: * last cleaned filters on xx date * last changed belt on xx date If we know the rate at which it needs maintained, and we know that the last date it was maintained - can it automatically send the next service date to a task/calendar program? I'm assuming ical, though I don't know the inner workers of any of it. Andy

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Re: [itsm] [otrs] UPGRADING typo
by Michiel Beijen 25 Nov '11

25 Nov '11

Hi Marco, Thanks for the mention. Actually one of our devs, Udo, also spotted this and fixed it two days ago: http://source.otrs.org/viewvc.cgi/otrs/UPGRADING?r1=1.63&r2=1.64 So it will be corrected in upcoming beta2! -- Mike On Fri, Nov 25, 2011 at 13:45, Marco Vannini <marco.vannini(a)gmail.com> wrote: > Sorry ... posted in OTRS:ITSM... my apologize > MV > > ---------- Forwarded message ---------- > From: Marco Vannini <marco.vannini(a)gmail.com> > Date: Fri, Nov 25, 2011 at 1:41 PM > Subject: UPGRADING typo > To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> > > > Hi all, > Tryed now rpm upgrade for fedora to 3.1 > Reading the UPGRADING there is > DATABASE MIGRATION SCRIPT > ========================= > shell> cat scripts/DBUpdate-to-3.1.pl > > that should be > > DATABASE MIGRATION SCRIPT > ========================= > shell> scripts/DBUpdate-to-3.1.pl > > or I'm wrong ? > > Thank you and cheers ! > > MV > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

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UPGRADING typo
by Marco Vannini 25 Nov '11

25 Nov '11

Hi all, Tryed now rpm upgrade for fedora to 3.1 Reading the UPGRADING there is DATABASE MIGRATION SCRIPT ========================= shell> cat scripts/DBUpdate-to-3.1.pl that should be DATABASE MIGRATION SCRIPT ========================= shell> scripts/DBUpdate-to-3.1.pl or I'm wrong ? Thank you and cheers ! MV

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OTRS 3.0.10 Filter Ticket Type
by DANIEL D'AGOSTINO 06 Oct '11

06 Oct '11

Hi, we are migrating to 3.0.10 and we are trying to filter ticket types depending on the users permission on particular groups. For example we hae the groups A, B y C, and the ticket types a, b y c. We want when the users are in the phone creation form, if the user belongs to the group A, only can choose the ticket type a or b, not c. And if the user blongs to the group C only can choose the ticket types b and c, not a. I couldn't find any way via ACL. Is it posiblle? any suggestions? Thanks. Daniel.

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Agent Ticket Zoom
by DANIEL D'AGOSTINO 03 Oct '11

03 Oct '11

Hi, we are migrating from OTRS 2.4.7 to 3.0.10. We found that when the user enter the ticket and click the Free Fields link it opens in the same window, not as a popup window like the rest of the links in the menu. I had analysed through the view source option in the browser, and I found that in the link Free fields in the menu, the parameter Class is empty when it should have the value class="AsPopup PopupType_TicketAction". I have a Virtual Machine for testing where doesn't happen this. Any idea what it's happening? If i'm not clear, please let me know. Thanks. Daniel.

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