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2.0.3 and freetext on changes
by Leonardo Certuche 28 Jun '10

28 Jun '10

Hello, On http://source.otrs.org/viewvc.cgi/ITSMChangeManagement/ITSMChangeManagement… says that freetext in workorders and changes is now supported but after installing it, I don't see how. Could anyone please explain to me how to insert freetexts to workorders and changes? Thanks, -- Leonardo Certuche www.itconsultores.com.co

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Klaus Hillebrands ist außer Haus.
by hillebrands＠ihk-nordwestfalen.de 25 Jun '10

25 Jun '10

I will be out of the office starting 25.06.2010 and will not return until 28.06.2010. In dringenden Fällen wenden Sie sich bitte an : Herrn Bernd Böckers Tel.: 0251-707150 eMail: boeckers(a)ihk-nordwestfalen.de Mit freundlichen Grüßen 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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Change Ticketing
by Jayson Shuck 25 Jun '10

25 Jun '10

All, In my organization, I implemented OTRS as our ticketing solution, for incident and problem, using the functionality offered in the application. As for Change, I've followed the same methods that govern incidents and tracked changes with a dedicated Queue. With the introduction of the Change management module, I am having a difficult time setting up the "Post Master Filter" to generate change tickets in the change module. My overall goal is to automate ticket creation and eliminate duplication of effort by my NOC. My NOC is currently clicking "Create Change" link at the top and entering all the same information in the new change ticket. Here is my question: 1. Is the functionally available, in "post master filter" to auto generate tickets in the change management module? If so, how? a. I've tried using the "Type" RfC to call the change module but it doesn't work. b. I've tried to setup the genericagent to move tickets into the change module from the queue. The function of the gernericagent doesn't provide that function. 2. Is there a way to call the workorder module to auto create a change ticket? 3. Or am I going about this the wrong way? 4. How would you setup this feature? Any constructive suggestions from community is greatly appreciated. JDS

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Linux CentOS/RedHAT
by Anuj Bahl 22 Jun '10

22 Jun '10

Greetings! I am trying to setup OTRS ITSM and in this regard I would like to know the following; 1. Whether it can be installed over CentOS flavor of Linux and if yes then which version of CentOS. 2. Which is the current stable version of Red Hat Linux that supports OTRS ITSM Thanks & Regards, Anuj ________________________________ DISCLAIMER: The information in this message is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. Further, this e-mail may contain viruses and all reasonable precaution to minimize the risk arising there from is taken by OnMobile. OnMobile is not liable for any damage sustained by you as a result of any virus in this e-mail. All applicable virus checks should be carried out by you before opening this e-mail or any attachment thereto. Thank you - OnMobile Global Limited.

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Assign WorkOrder to a User Group
by marco dipalo 21 Jun '10

21 Jun '10

Hi, I'm analyzing ITSM Change Module; I've created an ITSM Change and, inside it, I've created several WorkOrders. What I'm wondering is if it would be possible to assign a WorkOrder to a group of users (not to a single agent) or to a Queue. In this way, if an agent can't work the order (eg. he is in vacation...) this workorder is taken by another user and the entire process would not be interrupted. Is it possible? Thank you Marco

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how to rebuild WO state machine
by Leonardo Certuche 18 Jun '10

18 Jun '10

Hi there, I screwed up my work order state machine :( trying to make changes directly on the change_state_machine table. As a result, I get "The workorder state created is not known!" errors on the admin log and if I click on My Workorders, the following error is shown: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AgentITSMChangeMyWorkOrders.pm line 233. I uninstalled my ITSMChangeManagement module and then reinstalled it but the error persisted, could anyone please advise what to do to solve it? Thanks! -- Leonardo Certuche www.itconsultores.com.co -- Leonardo Certuche 301 284 6250 leonardo.certuche(a)itconsultores.com.co www.itconsultores.com.co Cra 31 # 54-10 TECNOSOFT Medellín, Colombia

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[ITSM] Change Management installation aide
by James Burk 17 Jun '10

17 Jun '10

RE: Marco Vannini success: I am not as smart or lucky."Hi guys, Just installed 2.0.2 and testing change management... at the moment I've only to congratulate with all of you. Is the think that I was looking for... ! Thank you so much. MV" I have installed ITSM 2.0.2 and have configured Incident and Configuration Management as I had for prior release of ITSM to regression test the new version. Very happy with that.Now to Change Management. I am accepting as many of the default values as I can for my Proof Of Concept. There appears to be great functionality in the system like conditions and eventsand actions, which are fairly sophisticated for my organization but I believe I can make themwork, eventually. But simple things like adding Involved Persons I cannot get to work. I haveAgents and I have set proper permissions in the ITSM Change, ITSM Change Builder, and ITSM Change Manager Groups. I have created a CAB Group and added Agents to it. I cannot figureout how to assign them after I have created a Change and want to add involved persons.Is there any good documentation available beyond what could be found in http://doc.otrs.org/itsm/2.0/en/html/?? Best regards, Jim Burk 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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Configuration Item shown in Customer Page
by marco dipalo 16 Jun '10

16 Jun '10

Hi, I'm working with OTRS::ITSM and I would like to know if it is possible to show, and link, the Configuration Items from the Customer Site. In this way the Customer, when he creates a Ticket, would be able to link to the Ticket the exact configuration item he has problem with. Is it possible? Thank you! Marco

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AdminITSMCIPAllocate problem with spanish
by Aquiles Cohen 01 Jun '10

01 Jun '10

at line 27 on Kernel/Output/HTML/Standard/AdminITSMCIPAllocate.dtl says: <td class="contenthead"> $Text{"Priority"} $Text{"allocate"}: </td> But because $Lang->{'Priority'} = 'Prioridad'; $Lang->{'allocate'} = 'Asignar'; the correct translation must be: "Asignar Prioridad" It's necesary to create a new variable to $Text{"Priority"} $Text{"allocate"}: makes sense. i tried to invert but Package manager show me errors. Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

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ActionExecution
by Nils Leideck - ITSM 21 May '10

21 May '10

Hi ITSM friends, You might be interested in this enhancement which will be implemented in OTRS::ITSM 2.0.3 as for now: http://bugs.otrs.org/show_bug.cgi?id=5208 Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project

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