- itsm - OTRS mailing lists

ITSM 3.0 beta1
by James Burk 18 Jan '11

18 Jan '11

I am trying to install the OTRS and ITSM modules in my Windows development environment and cannot get the Change Management module to work. When installed it blows up the rest of the system with a software error. Anyone having similar problem? 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. ------------------------------------------------------------------------------

2 1

ITSM IncidentProblemManagement module error in Package Manager
by James Burk 18 Jan '11

18 Jan '11

When I look at Package Manager I see the following: : ITSMIncidentProblemManagement 1.2.3 - Package not correctly deployed! You should reinstall the Package again! I have the option to uninstall or reinstall. Reinstall prompts me with a warning about proceeding and I proceed but the error message remains, even though the package seems to be reinstalled. Any thoughts? 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. ------------------------------------------------------------------------------

1 1

Estarei em férias
by ivan.souza＠copel.com 10 Jan '11

10 Jan '11

Estarei ausente do escritório a partir de 05/01/2011 e não retornarei até 29/01/2011. Estarei em férias Esta mensagem e seus anexos foram verificados por software anti-vírus. Recomenda-se que não sejam abertos e/ou executados anexos de mensagens de conteúdo ou remetente duvidoso.

1 0

performance Problems with OTRS ITSM Change Management
by Antonio Sarmiento 10 Jan '11

10 Jan '11

Hi everybody, Happy new year !! I am using OTRS2.4.8 & ITSM 2.1 on win7 home basic with an AMD senprom si-42 2.1ghz 2GB ram I am having problem with performance when go to update de DB, specially with ITSM Change management transactions At the beginning the support assessment, said problem with apache dbi and activate this feature. Then I believed this problem was solved, but , bad response time continue & the Support Assessment didn't find problem The functionality, it seems works, but sometimes took minutes to respond In the apache log, I took the last part of the file, since apache restart with the DBI activation & I find many message, that sound to problems, like: 1.- [Sun Jan 9 12:54:15 2011] -e: DBI connect('otrs','otrs',...) failed: Access denied for user 'otrs'@'localhost' (using password: YES) at C:/PROGRA~2/OTRS/OTRS/Kernel/cpan-lib/Apache/DBI.pm line 233 2.- ERROR: OTRS-CGI-10 Perl: 5.12.1 OS: MSWin32 Time: Sun Jan 9 12:54:39 2011 Message: Got no SessionID!! Traceback (6444): Module: Kernel::System::AuthSession::DB::CheckSessionID (v1.40) Line: 60 Module: Kernel::System::AuthSession::CheckSessionID (v1.40) Line: 116 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 338 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_20_28x86_29_OTRS_OTRS _bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 51 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 3.- -e: Use of uninitialized value in int at C:/PROGRA~2/OTRS/OTRS//Kernel/Output/HTML/DashboardTicketGeneric.pm line 70. 4.- -e: Use of uninitialized value in int at C:/PROGRA~2/OTRS/OTRS//Kernel/Output/HTML/DashboardUserOnline.pm line 74 5.- ERROR: OTRS-CGI-10 Perl: 5.12.1 OS: MSWin32 Time: Sun Jan 9 13:29:26 2011 Message: Need Filename! Traceback (6444): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.20.2.1) Line: 67 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.19) Line: 153 Module: Kernel::Modules::AgentTicketPhone::Run (v1.113.2.5) Line: 487 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_20_28x86_29_OTRS_OTRS _bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 51 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 6.- [Sun Jan 09 13:32:37 2011] [error] [client 127.0.0.1] File does not exist: C:/Program Files (x86)/OTRS/OTRS/var/httpd/htdocs/js/itsm-changemanagement.js, referer: http://localhost/otrs/index.pl?Action=AgentITSMChangeAdd&TicketID=499 7.-[Sun Jan 09 13:41:20 2011] [error] [client 127.0.0.1] File does not exist: C:/Program Files (x86)/OTRS/OTRS/var/httpd/htdocs/js/itsm-changemanagement.js, referer: http://localhost/otrs/index.pl?Action=AgentITSMWorkOrderReport&WorkOrderID=3 1 Someone would help me? Thanks Antonio Sarmiento

1 0

Fwd: [Bug 4952] No way to remove CI's from database
by Nils Leideck 14 Dec '10

14 Dec '10

Dear all, This “bug”-fix might be of interest to you ITSM and CMDB guys ;-) http://bugs.otrs.org/show_bug.cgi?id=4952#c3 Thx to Mike and Udo! Cheers, Nils — Nils Leideck Senior Consultant Begin forwarded message: > Udo Bretz <udo.bretz(a)otrs.com> changed: > > What |Removed |Added > ---------------------------------------------------------------------------- > Status|ASSIGNED |RESOLVED > Resolution| |FIXED > > --- Comment #3 from Udo Bretz <udo.bretz(a)otrs.com> 2010-12-14 20:56:36 --- > Hi Michiel, > > this problem will be fixed in OTRS::ITSM 3.0.0 Beta 1. > There will be a script to delete Config Items. > > Best regards, > Udo

1 0

change of link type
by Leonardo Certuche 06 Dec '10

06 Dec '10

Hello there, We were asked to change the names of the type of links available for linking two configuration items. We went to the link_type table and changed the names but it was not reflected on the front end. Then we realized that the're also written on the following two files: /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm /opt/otrs/Kernel/Config/Files/ITSMCore.xml Even though I changed the following on each one, the new link type is not shown: */opt/otrs/Kernel/Config/Files/ZZZAuto.pm :* $Self->{'LinkObject::PossibleLink'}->{'3202'} = { 'Object1' => 'ITSMConfigItem', 'Object2' => 'ITSMConfigItem', 'Type' => 'Ubicado en' }; */opt/otrs/Kernel/Config/Files/ITSMCore.xml :* <ConfigItem Name="LinkObject::PossibleLink###3202" Required="0" Valid="1"> <Description Lang="en">This setting defines that a 'ITSMConfigItem' > object can be linked with other 'ITSMConfigItem' objects using the > 'DependsOn' link type.</Description> <Description Lang="de">Definiert, dass ein 'ITSMConfigItem'-Objekt > mit dem Linktyp 'DependsOn' mit anderen 'ITSMConfigItem'-Objekten verlinkt > werden kann.</Description> <Group>Framework</Group> <SubGroup>Core::LinkObject</SubGroup> <Setting> <Hash> <Item Key="Object1">ITSMConfigItem</Item> <Item Key="Object2">ITSMConfigItem</Item> <Item Key="Type">Ubicado en</Item> </Hash> </Setting> </ConfigItem> What else should be done to change those link types? Any help is much appreciated. Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

2 1

AgentITSMChangeMyWorkOrders not updating
by Leonardo Certuche 01 Dec '10

01 Dec '10

Hello there, On the current implementation we're supporting, when a workorder is assigned to a given Agent, his AgentITSMChangeMyWorkOrders counter is not being updated. It shows zero (0) even though a workorder is already assigned to him. The Agent has RW permission under the following groups: itsm-change itsm-change-builder itsm-change-manager users Am I missing some other configuration? Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

2 1

(no subject)
by DANIEL D'AGOSTINO 12 Nov '10

12 Nov '10

Hello, I've trying to restrict the creation of customers y customer companies to some groups in particular, but I haven't found any way to do it. Any suggestions? Thanks. Daniel.

2 3

how to update ITSM 2.0.3 to ITSM 2.1.1 ?
by Alexander Halle 05 Nov '10

05 Nov '10

Hi, can someone please give me a hint how to update from ITSM 2.0.3 to ITSM 2.1.1 ? Sorry, I can't find any postings about this and the readme only mentions upgrades from older versions. Perhaps it's too easy and I just don't see it :( Do I have to install GeneralCatalog and ITSMCore with the package manager by pointing it to the downloaded OPMs and then I will have update links for the other modules ? Or do I have to add a new package source to get update links for all packages including GenerealCatalog and ITSMCore ? Or something completly different ? Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de

5 6

CI's classes and sub-classes view
by Leonardo Certuche 27 Oct '10

27 Oct '10

Hello there, When building a large CMDB, it's neccesary to create sub-classes inside classes. Since OTRS creates sub-queues and sub-services on database using the parent::child syntax, it's easy to think the way sub-classes on CIs should be done the same way so we created a Servers class and then Servers::Windows and Server::Unix sub-classes. All good till then but unfortunately when watching them on otrs/index.pl?Action=AgentITSMConfigItemall of them are shown on the same level, which is a bit of a pain when dealing with a huge structure as our current customer's one. Is there a way of showing sub-classes on Configuration Items like sub-queues are shown? Any help on this is much appreciated. Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

2 3