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Re: [itsm] itsm Digest, Vol 46, Issue 1 - searching for Services associated with change records
by Jim Burk 02 Mar '11

02 Mar '11

That's unfortunate Nils. Most of the changes in our relatively small shop do not require workorders; just adds a layer of complexity that we don't need. It would be nice to have ITSM's full capability at the Change record level for those shops that don't need a complex management system, as well as at the workorder level for those sophisticated organizations. Thanks for your response in any event. On 3/2/2011 7:01 AM, itsm-request(a)otrs.org wrote: > 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. searching for Services associated with change records > (James Burk) > 2. Re: searching for Services associated with change records > (Nils Leideck) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 01 Mar 2011 16:16:50 -0500 > From: "James Burk"<James.Burk(a)dornc.com> > Subject: [itsm] searching for Services associated with change records > To:<itsm(a)otrs.org> > Message-ID:<4D6D1BF20200002A00038688(a)gwia1.ncdor.state.nc.us> > Content-Type: text/plain; charset="us-ascii" > > Hello all. I am testing the ITSM Change Management module. In the default settings for AgentITSMChangeSearch::ShowColumns the attribute Services is listed and enabled. However, other than the linking mechanism, I cannot find how to attach a Service to the Change. And even when I link a Service to a Change, the Service does not show up in the search results. Any help on this? > > > Best regards, > > Jim > ITIL Process Manager > NCDOR > 919-715-4932 > 919-696-0056 - cellular > james.burk(a)dornc.com > > ----------------------------------------------------------------------------- > E-Mail correspondence to and from this sender may be subject to the > North Carolina Public Records Law, and may be disclosed to third parties. > ------------------------------------------------------------------------------ >

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searching for Services associated with change records
by James Burk 02 Mar '11

02 Mar '11

Hello all. I am testing the ITSM Change Management module. In the default settings for AgentITSMChangeSearch::ShowColumns the attribute Services is listed and enabled. However, other than the linking mechanism, I cannot find how to attach a Service to the Change. And even when I link a Service to a Change, the Service does not show up in the search results. Any help on this? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk(a)dornc.com ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

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Re: [itsm] ITSMChange Notifications (Nils Leideck)
by Jose Luis Jarpa 22 Feb '11

22 Feb '11

Dear Nils, I can't see that. I only see : Agent::AddNote Agent::Escalation Agent::EscalationNotifyBefore Agent::FollowUp Agent::LockTimeout Agent::Move Agent::NewTicket Agent::OwnerUpdate Agent::PendingReminder Agent::ResponsibleUpdate Maybe some missed configuration?. Best Regards José. Att, Jose Luis Jarpa P. Gerente de Suporte jose.jarpa(a)sixbell.com.br Fixo : 55-21-32376900 Móvel : 55-21-81980603 -----Mensagem original----- De: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Em nome de itsm-request(a)otrs.org Enviada em: terça-feira, 22 de fevereiro de 2011 18:21 Para: itsm(a)otrs.org Assunto: itsm Digest, Vol 45, Issue 4 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. ITSMChange Notifications (Jose Luis Jarpa) 2. Re: ITSMChange Notifications (Nils Leideck) ---------------------------------------------------------------------- Message: 1 Date: Tue, 22 Feb 2011 18:15:10 -0300 From: "Jose Luis Jarpa" <jose.jarpa(a)sixbell.com.br> Subject: [itsm] ITSMChange Notifications To: <itsm(a)otrs.org> Message-ID: <00bc01cbd2d5$97069890$c513c9b0$@jarpa@sixbell.com.br> Content-Type: text/plain; charset="iso-8859-1" Hello There, I?m configuring notifications for a change process without success. After many different unsuccessful tests, I find out the next message on OTRS Log (/tmp/otrs.log) : [Tue Feb 22 17:18:41 2011][Error][Kernel::System::Notification::NotificationGet][177] Can't find notification for Agent::Change::ActionExecute and en! [Tue Feb 22 17:18:41 2011][Error][Kernel::System::ITSMChange::Notification::_NotificationGet][946 ] Could not find notification for en::Agent::Change::ActionExecute My System is running on RedHat 4 (OTRS 3.0.5 ITSM 3.0 Beta 4) Anybody can help me with this?. Best Regards, Jos? Jarpa.

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Re: [itsm] ITSMChange Notifications
by Nils Leideck 22 Feb '11

22 Feb '11

Dear Jose, On 22.02.2011, at 22:15, Jose Luis Jarpa wrote: > [Tue Feb 22 17:18:41 2011][Error][Kernel::System::Notification::NotificationGet][177] Can't find notification for Agent::Change::ActionExecute and en! > > [Tue Feb 22 17:18:41 2011][Error][Kernel::System::ITSMChange::Notification::_NotificationGet][946] Could not find notification for en::Agent::Change::ActionExecute > can you see and open the notification Agent::Change::ActionExecute in Admin -> Agent Notifications ? — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project

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ITSMChange Notifications
by Jose Luis Jarpa 22 Feb '11

22 Feb '11

Hello There, Im configuring notifications for a change process without success. After many different unsuccessful tests, I find out the next message on OTRS Log (/tmp/otrs.log) : [Tue Feb 22 17:18:41 2011][Error][Kernel::System::Notification::NotificationGet][177] Can't find notification for Agent::Change::ActionExecute and en! [Tue Feb 22 17:18:41 2011][Error][Kernel::System::ITSMChange::Notification::_NotificationGet][946 ] Could not find notification for en::Agent::Change::ActionExecute My System is running on RedHat 4 (OTRS 3.0.5 ITSM 3.0 Beta 4) Anybody can help me with this?. Best Regards, José Jarpa.

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Re: [itsm] [Ticket#2011021442019816] attributes on notification for changes
by Leonardo Certuche 15 Feb '11

15 Feb '11

Thanks Stefan! Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 15 February 2011 04:12, OTRS Service Desk <support(a)otrs.com> wrote: > Dear Mr. Certuche, > > > 02/14/2011 17:23 (+1) - Leonardo Certuche wrote: > Is there any other attribute available? > > You can find all available attributes in this two Sysconfig options: > > - ITSMChange::Mapping::Expression::Object::Attribute > - ITSMWorkOrder::Mapping::Expression::Object::Attribute > > These are: > > $Self->{'ITSMWorkOrder::Mapping::Expression::Object::Attribute'} = { > 'AccountedTime' => '1', > 'ActualEndTime' => '1', > 'ActualStartTime' => '1', > 'PlannedEffort' => '1', > 'PlannedEndTime' => '1', > 'PlannedStartTime' => '1', > 'WorkOrderAgentID' => '1', > 'WorkOrderFreeKey' => '1', > 'WorkOrderFreeText' => '1', > 'WorkOrderNumber' => '1', > 'WorkOrderStateID' => '1', > 'WorkOrderTitle' => '1', > 'WorkOrderTypeID' => '1' > }; > > $Self->{'ITSMChange::Mapping::Expression::Object::Attribute'} = { > 'AccountedTime' => '1', > 'ActualEndTime' => '1', > 'ActualStartTime' => '1', > 'CategoryID' => '1', > 'ChangeBuilderID' => '1', > 'ChangeFreeKey' => '1', > 'ChangeFreeText' => '1', > 'ChangeManagerID' => '1', > 'ChangeStateID' => '1', > 'ChangeTitle' => '1', > 'ImpactID' => '1', > 'PlannedEffort' => '1', > 'PlannedEndTime' => '1', > 'PlannedStartTime' => '1', > 'PriorityID' => '1', > 'RequestedTime' => '1' > }; > > > Regards > > Stefan Horst > > -- > > OTRS AG > > Europaring 4 > > D-94315 Straubing > > > T: +49 (0) 9421 56818 0 > > F: +49 (0) 9421 56818 18 > I: http://www.otrs.com/ > > > Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, > USt-Nr.: DE256610065 > Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann > > *Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: > http://www.otrs.com/<http://www.otrs.com/de/produkte/help-desk/versionen/otrs-help-desk-30/> > * > >

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attributes on notification for changes
by Leonardo Certuche 14 Feb '11

14 Feb '11

Hello there, We're currently configuring notifications for the change processes. We understand that each notification depends on an Event, an Attribute and a Rule. Events are pre-defined and Rules seems to be the chabge states so those are kind of figured out but talking about Attributes, the ones on the examples are the following: ChangeBuilderID ChangeManagerID ChangeState WorkOrderAgentID WorkOrderState ActionResult Is there any other attribute available? I didn't find anything at http://doc.otrs.org/itsm/2.0/en/html/ch08.html Thanks, Leonardo Certuche ITSM Consultant / COO (57) 301 284 6250 www.itconsultores.com.co Cra. 48A # 16S-08 Aguacatala Medellín, Colombia

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Re: [itsm] itsm Digest, Vol 44, Issue 5 Re: ITSM 3.0 beta1 (Michiel Beijen)
by Jim Burk 18 Jan '11

18 Jan '11

Michiel, I do not think the ITSM 3. beta1 Change Management issue I am having is the same as 6161. I complete the installation, either bundled or individually without error. And I can sometimes access some of the agent admin modules without a problem. Then when I go to sysconfig and pull up the Change Management settings the system blows up with the software error about EventHandlerInit. Or I go into Package Manager to ensure all packages installed properly and they appear to have been. Then I go to Agent <=> Group to assign permissions in the Change Management module and it blows up with the software error. I can use the browser back arrow to return to the admin interface, try to go back into Package Manager and the system blows up. Back arrow doesn't work now. So I close the browser window, attempt to login again and I get the software error. So once I get the error, more place blow up on me. Today I downloaded OTRS 3.0.5 and ITSM 3.0 beta2 with the same results. Clean install then the system blows up when I go to some modules in the admin panel. On 1/18/2011 10:57 AM, itsm-request(a)otrs.org wrote: > Re: ITSM 3.0 beta1 (Michiel Beijen) >

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Re: [itsm] Possibly spam: SLA and Service Mandatory
by James Burk 18 Jan '11

18 Jan '11

There is an FAQ for ITSM 1.2.3. that states roughly the following: Symptom: In the agent phone ticket screen, a Service nor SLA must be chosen in order to create a ticket. Problem: The user should be forced to chose a Service when entering a ticket. This can be done using the DTL for Create Ticket. Solution: The following java script can be added to the DTL in order to make this a mandatory field. Find the following function in AgentTicketPhone.dtl function submit_compose() { if (document.compose.TypeID && document.compose.TypeID.value == "") { alert('Ticket Type is required!'); document.compose.TypeID.focus(); return false; } add the following code for mandatory service else if (document.compose.ServiceID && document.compose.ServiceID.value == "") { alert('Service required!'); document.compose.ServiceID.focus(); return false; } Something similar might be done for ITSM 3.0. and for SLAs. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 919-696-0056 - cellular james.burk(a)dornc.com >>> "Jose Luis Jarpa" <jose.jarpa(a)sixbell.com.br> 1/18/2011 12:24 PM >>> It is possible make SLA and Service fields mandatory when creating a ticket?. My system is OTRS 3.0.4 and ITSM 3.0 Best Regards, Jose Luis Jarpa P. ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

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SLA and Service Mandatory
by Jose Luis Jarpa 18 Jan '11

18 Jan '11

It is possible make SLA and Service fields mandatory when creating a ticket?. My system is OTRS 3.0.4 and ITSM 3.0 Best Regards, Jose Luis Jarpa P.

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