- itsm - OTRS mailing lists

Password as a CI?
by asdrub＠gmail.com 22 Oct '10

22 Oct '10

Hi itsm People! How do you usually handle login/ passwords information in yours CI documentation plans at Otrs::itsm? Using external sw or itsm mod could handle passwords with DB crypto + agents ACL features? (this last one is my favorite choice)... Its possible to build an ci class with this features? Thanks in advance. Eduardo Ribeiro Rio de Janeiro - Brazil Enviado do meu BlackBerry® da Oi.

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use of Escalation parameter on GenericAgent.pm
by Leonardo Certuche 22 Oct '10

22 Oct '10

Hello there, I have a question regarding the use of Escalation on GenericAgent.pm that hopefully some of you could kindly answer. The following example is found at /opt/otrs/Kernel/Config/GenericAgent.pm.examples 'move escalation ticket to experts' => { # get all tickets with these properties Queue => 'xyz', Escalation => 1, # new ticket properties New => { Queue => 'experts', }, }, As far as I understand, Escalation => 1 means that the ticket was actually escalated but, to which of the three escalations available refers? How can I distinguish between First Response, Update or Solution time? I'm asking because we're evaluating the possibility of using Update Time (which always escalates on this environment since Customers never send updates) to move a ticket from one queueA to queueB if Agents of queueA weren't able to solve the ticket before the time stored in Update Time is reached. That way Agents of queueB will see this ticket on their queue and they will be able to solve it before Solution time is reached. Thanks in advance for your help, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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triggering change state changes
by sven.ehret＠comdok.de 21 Oct '10

21 Oct '10

Dear List, if I have a change with state “pending approval” and a condition that says: if change state is pending approval, set the state to approved: shouldn't the change's state change to approved immediately? Or if I save this as a template, shouldn't the new change open already approved? If not, how is the state change triggered? Thank you and kind regards Sven Ehret

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deleting Changes
by sven.ehret＠comdok.de 20 Oct '10

20 Oct '10

Hello List, is it possible to delete ITSM Changes? If so, how? Kind regards Sven Ehret

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Config Item - Create a field to accept file upload
by paulo.pereira＠sapo.pt 20 Oct '10

20 Oct '10

Hi all, About OTRS:ITSM. In Config Item can i extend a classe and create a field to accept file upload? Obrigado Paulo

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Klaus Hillebrands ist zur Zeit nicht erreichbar
by hillebrands＠ihk-nordwestfalen.de 20 Oct '10

20 Oct '10

Ich werde ab Mi, 20.10.2010 nicht im Büro sein. Ich kehre zurück am Mo, 25.10.2010. In dringenden Fällen wenden Sie sich bitte an : Herrn Bernd Böckers Tel.: 0251-707150 eMail: boeckers(a)ihk-nordwestfalen.de Freundliche Grüße Klaus Hillebrands Industrie- und Handelskammer Nord Westfalen Postfach 40 24 | 48022 Münster Sentmaringer Weg 61 | 48151 Münster http://www.ihk-nordwestfalen.de Telefon (0251) 707-363 | Telefax (0251) 707-8363

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CM "demo"
by Marco Vannini 20 Oct '10

20 Oct '10

Hi all, I remember a time where Shawn produced some OTRS video demo usage. Just to have the right words trying to explain that to people interested, shouldn't be possibile to have one/some on change management ? Thanks in advance. Marco Vannini

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Klaus Hillebrands ist zur Zeit nicht erreichbar
by hillebrands＠ihk-nordwestfalen.de 14 Oct '10

14 Oct '10

Ich werde ab Do, 14.10.2010 nicht im Büro sein. Ich kehre zurück am Mo, 18.10.2010. In dringenden Fällen wenden Sie sich bitte an : Herrn Bernd Böckers Tel.: 0251-707150 eMail: boeckers(a)ihk-nordwestfalen.de Freundliche Grüße Klaus Hillebrands Industrie- und Handelskammer Nord Westfalen Postfach 40 24 | 48022 Münster Sentmaringer Weg 61 | 48151 Münster http://www.ihk-nordwestfalen.de Telefon (0251) 707-363 | Telefax (0251) 707-8363

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Relation ship between configitem, configitem_history and xml_storage
by Yasir Mughal 13 Oct '10

13 Oct '10

Hi, I am unable to find the relationship between xml_storage and configitems. Please let me know if anybody can tell me what is the relationship for configitem and xml_storage? Thanks,

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ITSM Change Management FreeTime fields
by James Burk 30 Sep '10

30 Sep '10

With ITSM 2.1.1 came 50 FreeText fields, which was wonderful. A lot, but wonderful. When can I/we expect FreeTime fields since Change Management activities are often more time dependent than Incident Management, and I would like to be able to capture those dependencies at Change Record creation time? For example, within our maintenance window or not - what day and time; when is the Change needed? - month and day; development time frame?; testing time frame?; deployment time frame?; monitoring change time frame?; etc. Free time fields would be great for these. 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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