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Re: [itsm] itsm Digest, Vol 52, Issue 4
by Antonio Sarmiento 30 Sep '11

30 Sep '11

Nils, Thanks you very much, it work fine Regards AS ----------------------------- Message: 2 Date: Fri, 23 Sep 2011 09:44:53 +0200 From: Nils Leideck <nils.leideck(a)leidex.net> Subject: Re: [itsm] . How assign all services to all users? (Antonio Sarmiento) To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> Message-ID: <4B460106-D727-432E-85BB-6E8321C65A46(a)leidex.net> Content-Type: text/plain; charset=windows-1252 Hi Antonio, as Leonardo said, just enable them in the ?Standard Services? management. Open the ?Customer <-> Service? screen and look at the very left for a button called ?Standard Services? (or similar). On 23.09.2011, at 05:04, Antonio Sarmiento wrote: > Thanks, Leonardo for your quickly response, but I forget something > important, I'm using LDAP!! -- Cheers, Nils http://webint.cryptonode.de / a Fractal project ************************

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Tickets search conditions
by Sergey Kasatkin 27 Sep '11

27 Sep '11

Hi, To search tickets sent to specific e-mail in OTRS 3 I'm using following URL: /otrs/index.pl?Action=AgentTicketSearch&Subaction=Search&To=mailbox(a)domain.tld and for e-mail, which was specified in Cc field: /otrs/index.pl?Action=AgentTicketSearch&Subaction=Search&Cc=mailbox(a)domain.tld But when I'm using both of fields in the search conditions, only tickets that meet all conditions come into result. So, the question is, how to search tickets, which meet any of conditions: "Tickets which contain 'mailbox(a)domain.tld' in To _OR_ Cc"? Thanks! -- WBR Sergey Kasatkin

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Add Customer Compnay Icon to Menu Tickets in OTRS 3
by DANIEL D'AGOSTINO 26 Sep '11

26 Sep '11

Hi, we are migrating from otrs 2.4.7 to 3.0.10 and we couldn't find the way to add the customer company icon to the tickets menu. In the otrs 2.4.7 version we had no problem. Any suggestions? Thanks. Daniel.

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ITSM.Agent.CustomerSearch is undefined when creating a CI
by Verónica González 26 Sep '11

26 Sep '11

Hi, I get the subject error with the ITSM 3.0.5 version. Same error ocurred with 3.0.3 version, that's is the reason why I upgraded to 3.0.5, but the error still continues. When I select "new" at the CMDB menu and I choose a class of CI, I get an Ajax error, when I accept to see the complete error I get this message: ---------- ITSM.Agent.CustomerSearch is undefined (?)()@https://otrs.mydomain.com/otrs/index.pl?Action=AgentITSMConfigItemEdit;ClassID=33:755 Ready((function (j, s) {return new b.fn.init(j, s);}))@https://otrs.mydomain.com/otrs-web/js/js-cache/CommonJS_534d7e277cf7c791de931cd911c0d099.js:582 trigger()@https://otrs.mydomain.com/otrs-web/js/js-cache/CommonJS_534d7e277cf7c791de931cd911c0d099.js:37 trigger([object Event])@https://otrs.mydomain.com/otrs-web/js/js-cache/CommonJS_534d7e277cf7c791de931cd911c0d099.js:37 -------------- After the error occurs the window gets blocked and I can't save the CI. If someone can help me, I'll appreciate it. Thanks.

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Re: [itsm] . How assign all services to all users? (Antonio Sarmiento)
by Antonio Sarmiento 23 Sep '11

23 Sep '11

Thanks, Leonardo for your quickly response, but I forget something important, I'm using LDAP!! Somebody know how to solve this? Regards Antonio -----Mensaje original----- De: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] En nombre de itsm-request(a)otrs.org Enviado el: jueves, 22 de septiembre de 2011 19:54 Para: itsm(a)otrs.org Asunto: itsm Digest, Vol 52, Issue 3 Send itsm mailing list submissions to itsm(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/mailman/listinfo/itsm or, via email, send a message with subject or body 'help' to itsm-request(a)otrs.org You can reach the person managing the list at itsm-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of itsm digest..." Today's Topics: 1. How assign all services to all users? (Antonio Sarmiento) 2. Re: How assign all services to all users? (Leonardo Certuche) ---------------------------------------------------------------------- Message: 1 Date: Thu, 22 Sep 2011 19:31:17 -0300 From: "Antonio Sarmiento" <asarmiento(a)mi.cl> Subject: [itsm] How assign all services to all users? To: <itsm(a)otrs.org> Message-ID: <009501cc7977$61262260$23726720$@cl> Content-Type: text/plain; charset="us-ascii" Hi , I'm implementing otrs 3.10, but I need to assign all service to all user? Is possible that? How I can do that? I appreciate if somebody could help me Regards Antonio

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How assign all services to all users?
by Antonio Sarmiento 22 Sep '11

22 Sep '11

Hi , I'm implementing otrs 3.10, but I need to assign all service to all user? Is possible that? How I can do that? I appreciate if somebody could help me Regards Antonio

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PostMaster::PreFilterModule###1-Match
by Marco Vannini 31 Aug '11

31 Aug '11

Hi there, It's a long time that I'm not present on the list so I would like to say hello to everyone ... :D As second issue ... I'm trying to use the PostMaster::PreFilterModule that is currently working for a rule like: Module Kernel::System::PostMaster::Filter::Match StopAfterMatch 0 Match => From MicrosoftExchange.*(a)xxx.it Set=> X-OTRS-Ignore yes now I'm wondering how to add a new additional matching From on the match clause because it seams that OTRS-ITSM 3.0.5 doesn't want me to do it :D I mean. If I press the plus sing under the Match it show me another empty field that I fillup with a new FROM but, ASA I press update it revert to the previous one... It's a my error or i should open a bug ? Thank you in advance. MV

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Change FreeText Fields size
by DANIEL D'AGOSTINO 15 Aug '11

15 Aug '11

Hi, I have to add some Free Text Fields to the Phone Ticket and I couldn't find how to change the default size of these fields. Any suggestions? Thanks. Daniel.

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how to clear CMDB ?
by Loic Baron 03 Aug '11

03 Aug '11

Hello, i'd like to know how to clear the CMDB from all the computers that i have imported during a test. All these tables are related to configitems * Afficher configitem * Afficher configitem_counter * Afficher configitem_definition * Afficher configitem_history * Afficher configitem_history_type * Afficher configitem_version I think *configitem_history_type* is needed by default. But can i delete the others ? Thanks for your help -- BARON Loïc (01 44 96 49 46) loic.baron(a)cnrs-dir.fr <mailto:loic.baron@cnrs-dir.fr> CNRS - Délégation Paris Michel Ange SSI (Service des Systèmes d'Information)

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A module or any way to "query" the CMDB?
by Oscar Retana 02 Aug '11

02 Aug '11

Hello, I'm afraid to be asking something that might be obvious, but I have already googled for several hours with no results yet. I'm looking for a module or any way to "query" OTRS's CMDB. By "quering" the CMDB, I *don't* mean: - To use any of the available "Stats" (reports) that only provide a.f.a.i.k lists of CI's that have been modified or similar stats. - To use the "Search" module, which only provides lists of CI's that match certain criteria - To use the "Import/Export" module, which is not of practical use for the purposes I'm going to explain Somehow, I'd like to be able to query the CMDB like if it is a relational database, with SQL-like queries. Something like this example: select cost_attribute from contract_item where ... The "Import/Export" module could be used for this work, I know. But to use its graphical interface is practical only for simple definitions of CI's. When the CI's definitions are more complex, with several nested definitions and with definitions that can be optionally repeated (lists?) tens or hundreds of times, to use this graphical interface is not practical at all. It would take me hours/days/weeks to actually construct an "Import/Export" definition clicking and adding one by one all posible expanded, maybe thousands, fields that one of these complex CI's have... all that work, for a simple query that I might use one one time for the purpose of certain needed information. Maybe, my question is simple this: Is there a way to dump / extract the whole CMDB into CSV files or any other flexible format that I can more easily handle? Thanks in advance for any advice! *-- Oscar Retana* * *

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