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Re: [itsm] Remove ConfigItem Class
by Nathan Unsworth 19 May '11

19 May '11

Thank you for the help! Leonardo Certuche <leonardo.certuche(a)itconsultores.com.co> wrote: Hello, Catalog classes are on the general_catalog table, you could delete it directly SELECT * FROM `general_catalog` WHERE `general_catalog_class` LIKE 'ITSM::ConfigItem::Class' Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 17 May 2011 00:01, Nathan Unsworth <nathan(a)sqwishy.net> wrote: > If I cannot delete the Catalog class, is it possible to rename it? > > > ~Nathan Unsworth > M - 801.864.5734 | W - 650-385-2900 x75335 > nathan(a)sqwishy.net | www.sqwishy.net > > > > -----Original Message----- > From: itsm-bounces(a)otrs.org on behalf of Nathan Unsworth > Sent: Mon 5/16/2011 10:31 PM > To: itsm(a)otrs.org > Subject: [itsm] Remove ConfigItem Class > > I accidentally created a new Catalog class in an attempt to create a new > ConfigItem class. I have added the correct CI class but need to delete the > Catalog class since it is not needed by the CI class. How is this done? > > ~Nathan Unsworth > M - 801.864.5734 | W - 650-385-2900 x75335 > nathan(a)sqwishy.net | www.sqwishy.net > > > > --------------------------------------------------------------------- > OTRS mailing list: itsm - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/itsm > To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm >

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Linking CI to Tickets
by Rangel Perez Sardinha 18 May '11

18 May '11

Hello people, Is it possible link a CI when i am creating a ticket have a field to link a CI to this ticket? Or better, automatically link the CI to the resposible customer referenced to that CI? this will work great when use POP accounts and auto open a ticket with the CI linked and change the state to incident. Best 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

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Remove ConfigItem Class
by Nathan Unsworth 17 May '11

17 May '11

I accidentally created a new Catalog class in an attempt to create a new ConfigItem class. I have added the correct CI class but need to delete the Catalog class since it is not needed by the CI class. How is this done? ~Nathan Unsworth M - 801.864.5734 | W - 650-385-2900 x75335 nathan(a)sqwishy.net | www.sqwishy.net

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Link CI with ro permissions
by Marius Vaitiekunas 11 May '11

11 May '11

Hello, Some of our agents have read only permissions in CMDB classes. So, they can not link ticket to CI from these CMDB classes, where permissions are read only. How can I let them to link CI without giving rw permissions? I was looking to source code, but did not found, where to change it. Thank You for help! -- mv

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Ticket Asignation
by DANIEL D'AGOSTINO 05 May '11

05 May '11

Hi, Anyone knows if it's possible to establish at the time of the ticket asignation (not at the creation time) an owner by default for the ticket. The idea is to make in one step the ticket derivation and the owner asignation. Sorry for my english. Regards. Daniel.

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virtual CI
by Iyad Al-Hindi 30 Apr '11

30 Apr '11

Dear all I would like to know the most efficient way to go about configuring a virtual setup from point of view of CMDB/CI?? thanks Regards, Iyad Al-Hindi Telephone: +966 (2) 610.4050 Saudi Business Machines, Ltd. General Marketing & Services Representative of IBM WTC

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dtl file modification
by Marius Vaitiekunas 27 Apr '11

27 Apr '11

Hello, I need to modify one or more of dtl files, for example CustomerTicketZoom.dtl. But after that I get a warning in Admin -> Package Manager: ITSMIncidentProblemManagement 3.0.2 - Package not correctly deployed! You should reinstall the Package again! Any suggestions, how to correcty change dtl files? Thank You! -- mv

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linking tickets in changes or workorders
by Robert Butler 25 Apr '11

25 Apr '11

Hi everybody, is there a significance to linking tickets to changes or workorders other than reference? I don't see how I can create a condition based upon a closed ticket. -Handsome Bob

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(no subject)
by DANIEL D'AGOSTINO 22 Apr '11

22 Apr '11

http://www.cdh-shop.net/catalog//images/mywork.html

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ITSM upgrade - config item search broken
by Andrew Hillel 19 Apr '11

19 Apr '11

Hi Mike, Thanks for the quick response No, Kernel/Modules/AgentITSMConfigItemSearchResult.pm doesn't exist. Infact, after a clean install of both OTRS and ITSM this file still does not exist - it seems like this file should not be referenced anymore (?). I have done a clean install, imported my custom settings and themes and the search still works - it only seems to break when I import the database file. Regards, Andrew Hillel Email: andrewhillel(a)rossendalebc.gov.uk ---------------------------------------------------------------------- Message: 1 Date: Wed, 13 Apr 2011 20:37:14 +0200 From: "Michiel Beijen" <michiel.beijen(a)otrs.com> Subject: Re: [itsm] ITSM upgrade - config item search broken To: "'OTRS::ITSM User questions and discussions'" <itsm(a)otrs.org> Message-ID: <001501cbfa09$cf5820a0$6e0861e0$@beijen@otrs.com> Content-Type: text/plain; charset="us-ascii" Hi Andrew, Do you have the file Kernel/Modules/AgentITSMConfigItemSearchResult.pm on your system in the OTRS directory? If you open a command prompt, cd to the OTRS directory and type Perl -cw Kernel::Modules::AgentITSMConfigItemSearchResult What do you get as a result? -- Mike Van: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Namens Andrew Hillel Verzonden: woensdag 13 april 2011 17:23 Aan: itsm(a)otrs.org Onderwerp: [itsm] ITSM upgrade - config item search broken Hi There, I'm currently running OTRS 2.4.7, recently upgraded ITSM from version 1.3 to version 2.1.2 and am now running into issues. (Windows Server 2003 - MySQL). When trying to run a search on config items I get an error when ITSM tries to display the search results. ######## Error: Module Kernel/Modules/AgentITSMConfigItemSearchResult.pm not found! Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Apr 13 16:20:34 2011 Message: Module Kernel/Modules/AgentITSMConfigItemSearchResult.pm not found! Traceback (364): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 182 Module: C:/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48 ########### I've tried various combinations of upgrading ITSM, OTRS, installing an older versions of ITSM, exporting databases, starting from fresh, using default themes... I just can't get to the bottom of what is causing this issue. Other than this issue the system is running fine. Any idea would be greatly appreciated! Regards, Andrew Hillel Email: <mailto:andrewhillel@rossendalebc.gov.uk> andrewhillel(a)rossendalebc.gov.uk

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