- itsm - OTRS mailing lists

missing type RfC when creating tickets
by Alexander Halle 21 May '10

21 May '10

Hi, the ticket type named "RfC" is not offered when creating tickets. This only happens if the ChangeManagement module is installed, after deinstallation "RfC" appears. I assume this is by design. How is this controlled ? I found no configure option, is this hard coded ? It is not transparent why one ticket type behaves different than the others. There's no difference under "Admin" -> "Type". 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

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Software - Webhosting - Opinion Poll
by Berg Oliveira 20 May '10

20 May '10

Hello My name is Berg Oliveira. I am Graduating Course Technology Analysis and Development Systems, in Federal Institute for Education, Science and Technology of Paraíba (IFPB), Campus located in Brazil (city: Cajazeiras | State? PB). Well, I am finishing my Work Conclusion Course this semester, with the development of an open source software administrative and financial management for web hosting. For that, I'm doing a survey with about Hosting Providers the type of software that is used, platforms and languages, among other things, in order to improve my thesis. So I'm writing for this purpose. If you can participate in the poll, the link to access it is http://rgbsoftware.com.br/pesquisatcc/en/ There are 10 simple questions that, to answer them, not take more than five minutes. In advance, I thank you. God bless Berg Oliveira May 20, 2010.

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Re: [itsm] itsm Digest, Vol 36, Issue 14
by Juan C. Alarcon S. 19 May '10

19 May '10

Saludos Daniel, Para agregar un nuevo elemento, debes otorgar permiso al usuario el grupo itsm-configitem, luego reiniciar la sesión con ese usuario, debe aparecer el menu item de configuración, al seleccionar ese item en el costado derecho aparece un item de menu con una estrella que te permitirá adicionar elementos, Para cargar masivamente varios items usas el menu de impor/export Exitos desde Colombia Ing. Juan Carlos Alarcon S. PMP ® ISO27001 Lead Auditor ITIL ® Foundations Certificate COBIT ® Foundation Certificate Cel 312 521 6640 ----- Original Message ----- From: itsm-request(a)otrs.org To: itsm(a)otrs.org Sent: Wednesday, May 19, 2010 11:58:42 AM GMT -05:00 Colombia Subject: itsm Digest, Vol 36, Issue 14 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. Add a new Configuration Item (DANIEL D'AGOSTINO) 2. Re: Add a new Configuration Item (Alexander Halle) 3. Re: Add a new Configuration Item (Gustavo Carbonaro) ---------------------------------------------------------------------- Message: 1 Date: Wed, 19 May 2010 15:03:14 +0000 From: DANIEL D'AGOSTINO <ddagosti(a)hotmail.com> Subject: [itsm] Add a new Configuration Item To: <itsm(a)otrs.org> Message-ID: <COL116-W61E19A665483B5552CC9CDC8E20(a)phx.gbl> Content-Type: text/plain; charset="iso-8859-1" Hello, I'm from Argentina and in the company where I work we are evaluating OTRS, and we need to know how we can add a new Configuration Item like a computer, software, etc. I don't know if this it's possible. Please, let me know if this can be done. Thanks a lot. Daniel. _________________________________________________________________ -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/itsm/attachments/20100519/d0deac19/attachme…> ------------------------------ Message: 2 Date: Wed, 19 May 2010 18:06:08 +0200 From: Alexander Halle <ahalle-otrs(a)radprax.de> Subject: Re: [itsm] Add a new Configuration Item To: "OTRS:"@mail.otrs.com:ITSM User questions and discussions <itsm(a)otrs.org> Message-ID: <4BF40C70.6010104(a)radprax.de> Content-Type: text/plain; charset=ISO-8859-1; format=flowed DANIEL D'AGOSTINO wrote : > Hello, I'm from Argentina and in the company where I work we are > evaluating OTRS, and we need to know how we can add a new Configuration > Item like a computer, software, etc. > I don't know if this it's possible. > Please, let me know if this can be done. Hi Daniel, I'm not sure, what you mean. OTRS:ITSM offers a CMDB with different predefined CI classes (computer, hardware, location, network). So you can add CIs in one of these classes with the New-Icon since this is what the CMDB actually is for. Or do you mean how you can extend these classes (new fields) or add your own classes (e.g. "licences") ? Regards 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 ------------------------------ Message: 3 Date: Wed, 19 May 2010 13:22:33 -0300 From: Gustavo Carbonaro <gcarbonaro(a)gmail.com> Subject: Re: [itsm] Add a new Configuration Item To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> Message-ID: <AANLkTikuWy63xhLF4vGiZUJo_ybehviIpSPQqKg0sQhF(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Daniel: Estoy usando otrs diariamente aca en Buenos Aires. Y si, podes crear todos los componentes que quieras. Gustavo. 2010/5/19 DANIEL D'AGOSTINO <ddagosti(a)hotmail.com>: > Hello, I'm from Argentina and in the company where I work we are evaluating > OTRS, and we need to know how we can add a new Configuration Item like a > computer, software, etc. > I don't know if this it's possible. > Please, let me know if this can be done. > > Thanks a lot. > > Daniel. > > > ________________________________ > --------------------------------------------------------------------- > OTRS mailing list: itsm - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/itsm > To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > ------------------------------ --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ End of itsm Digest, Vol 36, Issue 14 ************************************

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Add a new Configuration Item
by DANIEL D'AGOSTINO 19 May '10

19 May '10

Hello, I'm from Argentina and in the company where I work we are evaluating OTRS, and we need to know how we can add a new Configuration Item like a computer, software, etc. I don't know if this it's possible. Please, let me know if this can be done. Thanks a lot. Daniel. _________________________________________________________________

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itsm 2.0 - list of workorders
by Anton Gubar'kov 18 May '10

18 May '10

Hello, colleagues, I wonder if it's possible to get a list of open workorders for all changes/agents in the format of My Workorders view? I did try a search, but it seems that it returns only changes, however I need workorders. Regards, Anton.

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Create a ConfigItem by using the SOAP interface / rpc.pl
by Robin Schroeder 12 May '10

12 May '10

Hello, Is it possible to create a ConfigItem by using the SOAP Interface (rpc.pl) delivered with OTRS? The reason I ask this is that we have a lot of ConfigItems in XML format from another software and we would like to write an import script for OTRS::ITSM. Greetings, Robin Schroeder -- | Robin Schröder Ruhr-Universität Bochum | | IT-Systeme, Software-Integration Dezernat 6, Abt. 3 | | Tel.: 0234-32-23900 Gebäude NA 03/75 | | Mail: robin.schroeder(a)uv.rub.de 44780 Bochum |

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Import and Export tickets
by Juan C. Alarcon S. 07 May '10

07 May '10

Hi!!! It is possible to export the tickets stored in OTRS an import them into another OTRS. We were using ITSM 1.3, now we install OTRS:ITSM 2.0 in a clean installation, reconfigured queues and improved groups, but now we want to import just some tickets from the previus installation. We know it is possible to use the backup.pl and restore.pl scripts but we just need some tickets, and the scripts restore all the environment. Best regards. Juan Carlos Alarcon, PMP Itil V3 Foundation Certificate ISO 27001 Lead Auditor Cobit Foundation Certificate Colombia

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how to link CIs to attachments ?
by Alexander Halle 07 May '10

07 May '10

Hi, does anyone know how to link a CI to an attachment ? I searched for options and tried the FileManager module, but this functionality doesn't seem to exist yet. Has anybody solved this ? The use case is providing photos of the CI and quickly finding documentation like manuals. 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

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Re: [itsm] New LDAP users cannot access the customer.pl
by Jorge Furtado 05 May '10

05 May '10

Hi Marcelo, Well I think the error it is giving it's quite clear the new users do not have permission to access it. Try go into CLI and see folder's permission. For test change the permission from one of the new users to the same permissions from the old ones to see if it is going to work. Jorge On Wed, May 5, 2010 at 6:54 PM, <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. New LDAP users cannot access the customer.pl > (marcelo.mangiacavalli(a)lanxess.com) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 5 May 2010 14:54:07 -0300 > From: marcelo.mangiacavalli(a)lanxess.com > Subject: [itsm] New LDAP users cannot access the customer.pl > To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> > Message-ID: > > <OF57B16391.C625D7C9-ON0325771A.0061B8D7-0325771A.00626435(a)unid.lanxess> > > Content-Type: text/plain; charset="utf-8" > > Dear Forum > > I am experiencing a problem and I cannot find a solution in the forum or > at the web. > > The new users created in the AD have no access to the customer.pl, they > get into the login page but after they are login, they receive an error > saying that they "You are not authorized" "You have no permission". > > The rest of the old customer users does. > > We have OTRS users and customer users integrated with AD. > > The only thing that I have noticed is that the new user has no services > assigned in [Customer Users <-> Services]. > > I also checked that the DEFAULT has the correct services configured. > > Can anyone give me a hint on this? > > Thanks > > Marcelo Mangiacavalli > LANXESS S.A. > Web site: http://www.lanxess.com > > > Protect our environment > Please don?t print unless you really need to. > > El mensaje electr?nico precedente (incluyendo algunos archivos adjuntos) > contiene informaci?n que puede ser confidencial, o constituir informaci?n > no p?blica. Est?n destinados s?lo los destinatarios indicados. Si usted no > es el destinatario original de este mensaje, por favor notifique al > remitente contestando a este mensaje y luego elim?nelo de su sistema. El > uso, reproducci?n, distribuci?n o publicaci?n de este mensaje por > destinatarios no intencionados no est? autorizado y puede ser ilegal. > The preceding e-mail message (including any attachments) contains > information that may be confidential, or constitute non-public > information. It is intended to be conveyed only to the designated > recipient(s). If you are not an intended recipient of this message, please > notify the sender by replying to this message and then delete it from your > system. Use, dissemination, distribution, or reproduction of this message > by unintended recipients is not authorized and may be unlawful. >

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OTRS ITSM - [ Service & SLA not Displayed ] [ /otrs/index.pl ] redirection
by Jorge Furtado 05 May '10

05 May '10

Marco, Regarding the redirection: It is just edit the httpd.conf and change the DocumentRoot to OTRS default installation in my case => /opt/otrs/var/httpd/htdocs/ The question regarding Service&SLA not appearing on the ticket creation I just disable it by going to Core::Ticket . Thanks for the tips. Jorge On Sat, May 1, 2010 at 1:34 PM, <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. Re: itsm Digest, Vol 35, Issue 13 (Jorge Furtado) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 1 May 2010 13:34:28 +0100 > From: Jorge Furtado <jorge.furtado(a)usaswatteam.com> > Subject: Re: [itsm] itsm Digest, Vol 35, Issue 13 > To: itsm(a)otrs.org > Message-ID: > <v2id89008021005010534x182b8e52sc8ef716008e0d128(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Hi Marco, > > Thanks for the quick reply. > > Look, I found the document index.html, and it has all the codes for the > redirection there, but where do I put it ? Inside htttd.conf ? > > Regarding the Service & SLA not appearing on the scroll down when creating > the tickets, I don't see the functionality u mentioned in otrs itsm. > > Can you describe step by step ? > > Regards, > > Jorge > > > On Fri, Apr 30, 2010 at 1:31 PM, <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. Re: AgentITSMConfigItem Class Problem (Marco Vannini) > > 2. OTRS ITSM - [ Service & SLA not Displayed ] (Jorge Furtado) > > 3. Re: OTRS ITSM - [ Service & SLA not Displayed ] (Marco Vannini) > > > > > > ---------------------------------------------------------------------- > > > > Message: 1 > > Date: Fri, 30 Apr 2010 14:02:50 +0200 > > From: Marco Vannini <marco.vannini(a)gmail.com> > > Subject: Re: [itsm] AgentITSMConfigItem Class Problem > > To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> > > Message-ID: > > <p2n7bd09e661004300502x385ddfd9q1882d5d4cf2f7672(a)mail.gmail.com> > > Content-Type: text/plain; charset="iso-8859-1" > > > > Ive upgraded too but I don't have this problem (fast check) on any CI. > >

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