- itsm - OTRS mailing lists

Configuration Item Information
by DANIEL D'AGOSTINO 01 Aug '11

01 Aug '11

Hi, When you enter to the ConfigItem Information, it is showed all the ticket related. Is it possible to disable the list of the tickets related? I could find the option for the module AgenteTicketPhone, but I couldn't find for the ConfigItem. Thanks. Daniel.

1 0

E-Mials sent by OTRS with blank sender
by DANIEL D'AGOSTINO 29 Jul '11

29 Jul '11

Hi, I'm using OTRS 2.4.7. and the problem I have is that the e-mails sent by OTRS have the sender field empty. The system variable that is used to especify the sender is configured correctly. The OTRS is installed on a Red Hat Linux. Any idea. Thanks. Daniel.

1 0

Radius Authentication Issues on Windows Server 2008 R2
by Valentin Ortiz F. 28 Jul '11

28 Jul '11

Hello I had a windows server 2003 R2 configured as a Radius server for my OTRS::ITSM 3.0.1. That configuration worked like a charm, but now I migrated the Radius server to Windows Server 2008 R2 and I'm not able to autenthicate any more. I already double checked shared secret and that the ip address of my otrs is configured on the new server, I sniffed the traffic with Wireshark and it notice that the radius server rejects the access request immediatley (see attachment). Any ideas on how to work arround this? Regards.

1 0

Display more information on CMDB Overview
by Rangel Perez Sardinha 18 Jul '11

18 Jul '11

Hi All, In General View in CMDB i am looking for a way to display the SSHAddress that i had created in General Overview of CMDB. Is it possible? And how may i order the list by CI Name? Regards, Rangel This is my class definition: [ { Key => 'Contract Type', Name => 'Tipo de Contrato', Searchable => 1, Input => { Type => 'GeneralCatalog', Required => 1, Class => 'ITSM::ConfigItem::Computer::ContractType', Translation => 1, }, }, { Key => 'SSHAddress', Name => 'IP SSH', Input => { Type => 'Text', Size => 50, MaxLength => 100, }, Sub => [ { Key => 'SSHPort', Name => 'Porta SSH', Input => { Type => 'Text', Size => 6, MaxLength => 5, }, }, ], }, { Key => 'HTTPAddress', Name => 'IP HTTP', Input => { Type => 'Text', Size => 50, MaxLength => 100, }, Sub => [ { Key => 'HTTPPort', Name => 'Porta HTTP', Input => { Type => 'Text', Size => 6, MaxLength => 5, }, }, ], }, { Key => 'Support Plan', Name => 'Plano de Suporte', Searchable => 1, Input => { Type => 'GeneralCatalog', Required => 1, Class => 'ITSM::ConfigItem::Computer::SupportPlan', Translation => 1, }, }, { Key => 'Model', Name => 'Model', Searchable => 1, Input => { Type => 'GeneralCatalog', Required => 1, Class => 'ITSM::ConfigItem::Computer::Model', Translation => 1, }, }, { Key => 'Software', Name => 'Software', Searchable => 1, Input => { Type => 'GeneralCatalog', Required => 1, Class => 'ITSM::ConfigItem::Computer::Software', Translation => 1, }, }, { Key => 'Description', Name => 'Description', Searchable => 1, Input => { Type => 'TextArea', }, }, { Key => 'Type', Name => 'Type', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::Computer::Type', Translation => 1, }, }, { Key => 'Owner', Name => 'Owner', Searchable => 1, Input => { Type => 'Customer', }, }, { Key => 'Contact', Name => 'Outro Contato', Searchable => 1, Input => { Type => 'Customer', }, }, { Key => 'OperatingSystem', Name => 'Operating System', Input => { Type => 'Text', Size => 50, MaxLength => 100, }, }, { Key => 'CPU', Name => 'CPU', Input => { Type => 'Text', Size => 50, MaxLength => 100, }, CountMax => 16, }, { Key => 'Ram', Name => 'Ram', Input => { Type => 'Text', Size => 50, MaxLength => 100, }, CountMax => 10, }, { Key => 'HardDisk', Name => 'Hard Disk', Input => { Type => 'Text', Size => 50, MaxLength => 100, }, CountMax => 10, Sub => [ { Key => 'Capacity', Name => 'Capacity', Input => { Type => 'Text', Size => 20, MaxLength => 10, }, }, ], }, { Key => 'NIC', Name => 'Network Adapter', Input => { Type => 'Text', Size => 50, MaxLength => 100, Required => 1, }, CountMin => 0, CountMax => 10, CountDefault => 1, Sub => [ { Key => 'IPoverDHCP', Name => 'IP over DHCP', Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::YesNo', Translation => 1, Required => 1, }, }, { Key => 'IPAddress', Name => 'IP Address', Searchable => 1, Input => { Type => 'Text', Size => 40, MaxLength => 100, Required => 1, }, CountMin => 0, CountMax => 20, CountDefault => 0, }, ], }, { Key => 'Interfaces Configuration', Name => '/etc/network/interfaces', Searchable => 1, Input => { Type => 'TextArea', Required => 1, }, CountMin => 0, CountDefault => 0, }, { Key => 'Telephony Cards', Name => 'Placas de Telefonia', Searchable => 1, Input => { Type => 'TextArea', Required => 0, }, CountMin => 0, CountDefault => 0, }, { Key => 'DAHDI System Conf', Name => '/etc/dahdi/system.conf', Searchable => 1, Input => { Type => 'TextArea', Required => 0, }, CountMin => 0, CountDefault => 0, }, { Key => 'Chan Dahdi', Name => '/etc/asterisk/chan_dahdi.conf', Searchable => 1, Input => { Type => 'TextArea', Required => 0, }, CountMin => 0, CountDefault => 0, }, { Key => 'Wanpipe', Name => '/etc/wanpipe/wanpipe*.conf', Searchable => 1, Input => { Type => 'TextArea', Required => 0, }, CountMin => 0, CountDefault => 0, }, { Key => 'IAX Conf', Name => '/etc/asterisk/iax.conf', Searchable => 1, Input => { Type => 'TextArea', Required => 0, }, CountMin => 0, CountDefault => 0, }, { Key => 'SIP Conf', Name => '/etc/asterisk/sip.conf', Searchable => 1, Input => { Type => 'TextArea', Required => 0, }, CountMin => 0, CountDefault => 0, }, { Key => 'OtherEquipment', Name => 'Other Equipment', Input => { Type => 'TextArea', Required => 1, }, CountMin => 0, CountDefault => 0, }, { Key => 'WarrantyExpirationDate', Name => 'Warranty Expiration Date', Searchable => 1, Input => { Type => 'Date', }, }, { Key => 'InstallDate', Name => 'Install Date', Searchable => 1, Input => { Type => 'Date', Required => 1, }, CountMin => 0, CountDefault => 0, }, { Key => 'SitePicture', Name => 'Foto da instalação', Searchable => 1, Input => { Size => 50, MaxLength => 100, Type => 'CIAttachment', }, CountMin => 0, CountMax => 1, }, { Key => 'OtherFiles', Name => 'Outros Arquivos', Searchable => 1, Input => { Size => 50, MaxLength => 100, Type => 'CIAttachment', }, CountMin => 0, CountMax => 10, }, { Key => 'Note', Name => 'Note', Searchable => 1, Input => { Type => 'TextArea', Required => 1, }, CountMin => 0, CountDefault => 0, }, { Key => 'Address', Name => 'Endereço de Instalação', Input => { Type => 'Text', Size => 50, MaxLength => 500, }, }, { Key => 'Telephone', Name => 'Telefone', Input => { Type => 'Text', Size => 50, MaxLength => 50, }, }, { Key => 'ZipCode', Name => 'CEP', Input => { Type => 'Text', Size => 50, MaxLength => 100, }, }, { Key => 'City', Name => 'Cidade', Input => { Type => 'Text', Size => 50, MaxLength => 100, }, }, { Key => 'UF', Name => 'UF', Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem:UF', }, }, { Key => 'Country', Name => 'País', Input => { Type => 'Text', Size => 50, MaxLength => 100, }, }, ];

1 0

Update OTRS ITSM
by Rangel Perez Sardinha 18 Jul '11

18 Jul '11

Hi, After upgrade OTRS to 3.09 and update ITSM to 3.0.4 the menu of itsm options are gone. All user still with permission in ITSM modules, i had try remove and re-add groups permission, but i am still not seeing ITSM option (CMDB,CHANGES, FAQ, etc. ) Could someone help me? Regards, Rangel Perez Sardinha Projects\Support Analyst Unidade - RPO * rangel(a)ezvoice.com.br (+55 (16) 3515-5800 (+55 (16) 3515-5807 (+55 (11) 3130-9800 (+55 (16) 9287-4445

3 6

Add fields to the phone ticket
by DANIEL D'AGOSTINO 13 Jul '11

13 Jul '11

Hi, I'm using OTRS 2.4.7 and I would want to know if it is possible to add some fields to the phone ticket form with the same dimensions of the body field. Thanks. Daniel.

2 2

OTRS Regular Expressions
by DANIEL D'AGOSTINO 29 Jun '11

29 Jun '11

Hi, I'm using some filters with regular xpressions to receive e-mails and I would like to know how to solve one particular situation: - I have one filter that accepts the string UNIX. - I have another filter that accepts the string Windows. And I would want to define a third filter that if it is specified another string derivate the generated ticket to a specified queue. I tried a loft of regular expressions but I couldn't find the way to solve it. Sorry for my english. Regards. Daniel.

1 0

ConfigItem access with SOAP
by Christoph Ohliger 28 Jun '11

28 Jun '11

Hi, there was a thread last year "[itsm] Create a ConfigItem by using the SOAP interface / rpc.pl <http://lists.otrs.org/pipermail/itsm/2010-May/000809.html>", where Udo stated that its currently not possible. I would like to know if anyone has realized access to the ITSM stuff via SOAP or if its still not possible ? We are trying to realize ticket creation with relationship to our assets (for example rooms). regards Christoph

1 0

Admin-/User-Manual for OTRS::ITSM 3.x?
by Marcel Schulte 24 May '11

24 May '11

Hi, can anybody give me a hint where to find the manual for OTRS::ITSM 3.x - or when it will be available? I can only find documentation of 2.0 at doc.otrs.org... :-( Many thanks in advance! Regards, Marcel

2 1

State errors
by Nathan Unsworth 21 May '11

21 May '11

I've just implemented ITSM in my environment and have begun to build various templates. I'm getting the following errors but I cannot figure out where to go to resolve them: Fri May 20 23:13:54 2011 error OTRS-CGI-01 ActionID '2' could not be executed successfully for ConditionID '1'. Fri May 20 23:13:53 2011 error OTRS-CGI-01 The state 129 is not a possible next state! Fri May 20 23:13:53 2011 error OTRS-CGI-01 ActionID '1' could not be executed successfully for ConditionID '1'. Fri May 20 23:13:52 2011 error OTRS-CGI-01 The state 128 is not a possible next state! I've searched through the General Catalog, Sysconfig, and I reviewed the State Machine but to no avail. I think this occured when I created the Change Request and Work Orders and then created the conditions. ~Nathan Unsworth M - 801.864.5734 | W - 650-385-2900 x75335 nathan(a)sqwishy.net | www.sqwishy.net

1 0