- itsm - OTRS mailing lists

Config Item Display
by Yasir Mughal 12 Aug '10

12 Aug '10

Hi, I have recently started to evaluate OTRS and would like to know if there is any way to change the fields displayed by : index.pl?Action=AgentITSMConfigItem&ClassID=68 I have modified /opt/otrs/Kernel/Output/HTML/Standard/AgentITSMConfigItem.dtl as following for two new fields, but no luck, I get the header, but no data. Anybody out there can help out? <td class="mainbody" align="center"> <br> <table border="0" width="800" cellspacing="0" cellpadding="3"> <tr class="contenthead"> <td class="contentkey" width="20"> </td> <td class="contentkey">$Text{"Number"}</td> <td class="contentkey">$Text{"Name"}</td> <td class="contentkey">$Text{"Deployment State"}</td> <td class="contentkey" width="150">$Text{"Last Change"}</td> <td class="contentkey">$Text{"SerialNumber"}</td> <td class="contentkey">$Text{"Physical Location"}</td> </tr>  <tr class="contentbody"> <td class="$QData{"CssClass"}" align="right"> <img border="0" src="$Config{"Frontend::ImagePath"}$QData{"CurInciSignal"}.png" title="$Text{"$QData{"CurInciState"}"}" alt="$Text{"$QData{"CurInciState"}"}"> </td> <td class="$QData{"CssClass"}"> <a href="$Env{"Baselink"}Action=AgentITSMConfigItemZoom&ConfigItemID=$QData{"ConfigItemID"}">$QData{"Number"}</a> </td> <td class="$QData{"CssClass"}">$QData{"Name","40"}</td> <td class="$QData{"CssClass"}">$Text{"$QData{"CurDeplState"}"}</td> <td class="$QData{"CssClass"}" width="150">$TimeLong{"$QData{"CreateTime"}"}</td> <td class="$QData{"CssClass"}">$QData{"SerialNumber"}</td> <td class="$QData{"CssClass"}">$QData{"PhysLoc"}</td> </tr>

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Ticket Detalis (MasterSlave Field)
by DANIEL D'AGOSTINO 11 Aug '10

11 Aug '10

Hi, When you display the ticket details, some ticket data appear in the right panel. One of the data fields is the TicketMaster field. I need to translate the field label and the content. I tried to translate through the es.pm language file but it has no effect. I tried also modifying the dtl file AgentTicketZoom but it didn't work. ¿Has anyone a suggestion about this? Regards and thanks. Daniel.

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Notifications
by Christian Guerreiro 11 Aug '10

11 Aug '10

Hi, I'm having difficult times trying to get notifications when a ticket is created, bloqued and closed. In fact, I get notifications when the ticket is closed. I've created a notification and selected *all *"Recipient Groups", "Recipient Agents", "Priorities", "Queues", "Block" and "Type". Then I selected the Event "TicketStateUpdate" and Status "Closed with workaround", "Closed successful" and "Closed unsucessful". This notification works! Then I created another notification with the same options except status (in this case, "open", "new", "pending reminder", "pending auto close+" and "pending auto close-"). This notification does not work! What am I doing wrong ? *Christian Guerreiro* http://blog.tecnologiaqueinteressa.com http://lattes.cnpq.br/8707505054074264 *COBIT 4.1 & ITIL v3 Foundations Certified** MCSA, Certified Linux Instructor* "Não adianta olhar pro céu, com muita fé e pouca luta" - Gabriel, O Pensador [image: Tecnologia que interessa!]<http://feeds.feedburner.com/%7Er/TecnologiaQueInteressa/%7E6/2> ↑ Grab this Headline Animator<http://www.feedburner.com/fb/a/headlineanimator/install?id=1673257&w=2>

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Phone Ticket
by DANIEL D'AGOSTINO 11 Aug '10

11 Aug '10

Hi, when you display the ticket details, some ticket data appear in the right panel. Some of the data fields are the following: - Repair Start Time - Recovery Start Time - Decision Date - Due Date I need to remove these fields. ¿Do you have any suggestion? Regards. Daniel.

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Demo System
by Jim Jackson 11 Aug '10

11 Aug '10

Can the ITSM module for OTRS be installed in the demo system? Also, is it possible to download a demo system with data for a more indepth look at the configuration item import and export? -- Jim Jackson IT Process Manager-Configuration

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ITSM CI Import/Export
by Jim Jackson 10 Aug '10

10 Aug '10

I am struggling to get data to import. I have eliminated all the error messages, but I still dont get the expected results. Does anybody have a sample of the data and format loaded? Jim -- Jim Jackson IT Process Manager-Configuration

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Linking Tickets with Configuration Items
by DANIEL D'AGOSTINO 05 Aug '10

05 Aug '10

Hi, currently before saving new tickets and after updating ticket the linking of Configuration Items is not required. ¿Is there any way to make this required? Please let me know if you need more detalies. Regards. Daniel.

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Problem in package manager with ITSMConfigurationManagement and ImportExport version 2.0.3
by Kjetil Bernhard Thomassen 04 Aug '10

04 Aug '10

When I upgraded the ImportExport and ITSMConfigurationManagement packages from version 1.3.2 to version 2.0.3 in my OTRS 2.4.7-installation from the online repository, I get the following error messages in the Package manager: Important<http://otrs2/otrs-web/images/Standard/error.png> : ITSMConfigurationManagement 2.0.3 - Package not correctly deployed! You should reinstall the Package again! <http://otrs2/otrs/index.pl?Action=AdminPackageManager&Subaction=View&Na me=ITSMConfigurationManagement&Version=2.0.3> Important<http://otrs2/otrs-web/images/Standard/error.png> : ImportExport 2.0.3 - Package not correctly deployed! You should reinstall the Package again! <http://otrs2/otrs/index.pl?Action=AdminPackageManager&Subaction=View&Na me=ImportExport&Version=2.0.3> I have tried to reinstall them using the reinstall "button", and when that didn't help, uninstalled them and installed them again from the online repository. Same problem. Any ideas? Kjetil B.

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Ticket FreeTime Fields
by DANIEL D'AGOSTINO 30 Jul '10

30 Jul '10

Hi, I've created three ticket fields in the module Ticket -> Core::TicketFreeTime, and this fields are used in Ticket -> Frontend::Agent::Ticket::ViewPhoneNew. To set up the way are used I set in the option Ticket::Frontend::AgentTicketPhone###TicketFreeTime: as enabled and required (value 2), but it has no effect. If I set the values 1 or two in this configuration, it works. ¿Why does it happen that? ¿Do I have to make any other change in the configuration to achieve that it works? Please let me know if I'm not clear. Thanks and regards. Daniel.

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Marcelo Mangiacavalli is out of the office.
by marcelo.mangiacavalli＠lanxess.com 29 Jul '10

29 Jul '10

Estaré ausente de la oficina desde el 29/07/2010 y no volveré hasta el 02/08/2010. I will be out of my office. If you need urgent assistance, please contact me at my cell +54 9 11 3187 2899 or to Natalia Diaz Monnier at +54 11 5550 1388.

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