- itsm - OTRS mailing lists

Emails and customer users
by Daniel D'Agostino 07 Apr '15

07 Apr '15

Hi, I am using the OTRS version 3.3.9. I create a customer user and I assign him an email address. Later, I create another customer users with the same email address from the previous customer, but OTRS does not allow to assign that address to two customers. ¿Is there any way to enable that? Thank you in advance. Daniel.

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AUTOMÁTICO: Estarei em férias (retorna em 12/04/2015)
by ivan.souza＠copel.com 20 Mar '15

20 Mar '15

Estarei ausente do escritório até 12/04/2015 Olá Estarei em férias, qualquer situação com o OTRS, favor procurar o Louis Guilherme Marcondes ou Juliano Godinho abrindo um chamdo para fila Técnico::Suporte ao Gerenciamento de Serviços de TI (OTRS) ou se preferir aguarde meu retorno. Obrigado Nota: esta é uma resposta automática à sua mensagem "Re: [itsm] change management configuration" enviado em 20/03/2015 04:45:27. Esta é a única notificação que você receberá enquanto esta pessoa estiver ausente. 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.

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change management configuration
by Paul Carson 20 Mar '15

20 Mar '15

having issues with users being able to create changes and also having th change button displayed on the system from a agents perspective. otrs 3.3 itsm 3.3 We plan to upgrade but are testing on this version. regards paul

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Roadmap?
by Guimarães Faria Corcete DUTRA, Leandro 18 Mar '15

18 Mar '15

Is there a roadmap to the project, or anything the like? -- skype:leandro.gfc.dutra?chat Yahoo!: ymsgr:sendIM?lgcdutra +55 (61) 3546 7191 gTalk: xmpp:leandrod@jabber.org +55 (61) 9302 2691 ICQ/AIM: aim:GoIM?screenname=61287803 BRAZIL GMT−3 MSN: msnim:chat?contact=leandro@dutra.fastmail.fm

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questions about change notifications
by Leonardo Certuche 23 Feb '15

23 Feb '15

Hello there, Here are a couple of questions about change management notifications that perhaps someone in this group could kindly answer: First some context: there is 3 tables related to itsm change notifications, they are change_notification, change_notification_grps, change_notification_rec and there you can find things like what notification is sent to what group depending on what event. The bodies of the notifications are found in a separate table called notifications. So here are the two questions: 1. How are related the table notifications with any of the 3 change_notification* tables? 2. Is it possible to create a new group (of the ones listed on change_notification_grps) so a new recipient can be configured? Thanks! Leonardo Certuche

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Re: [itsm] itsm Digest, Vol 81, Issue 1
by Paul Carson 07 Feb '15

07 Feb '15

Hi Leonardo, Thanks for that, changed them all to create from template and it works perfectly. Also gives me a better insight of the config. Are you aware of a way to add a CC list to a ticket from the end users (customers) perspective. We will have groups which want to watch the tickets but an individual will submit it. regards paul On 06/02/2015 13:00, 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. change from a ticket (Paul Carson) > 2. Re: change from a ticket (Leonardo Certuche) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Fri, 06 Feb 2015 12:14:39 +0100 > From: Paul Carson <pcarson(a)partner.eso.org> > Subject: [itsm] change from a ticket > To: itsm(a)otrs.org > Message-ID: <54D4A21F.7040104(a)partner.eso.org> > Content-Type: text/plain; charset=utf-8; format=flowed > > Is it possible to use a template from the create change link in a > ticket, or set the default change request to use a certain template. I > can only seem to create from template if it is a new change and not from > inside (thewrefore linked) to a ticket. > > thansk > > paul > > > ------------------------------ > > Message: 2 > Date: Fri, 6 Feb 2015 06:38:25 -0500 > From: Leonardo Certuche <leonardo.certuche(a)itconsultores.com.co> > Subject: Re: [itsm] change from a ticket > To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> > Message-ID: > <CAG67U_SVhsDyQYczUG2R-vcWPJkQPijcC9YwUHfiROS=74_iLw(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hello Paul > > There are two settings in sysconfig for that: in one you define the ticket > types that can trigger a change. By default it only allows RfC type. In the > other (look for the word registration) you define what form to publish for > that: create a change or create a change from template. > El feb 6, 2015 6:15 AM, "Paul Carson" <pcarson(a)partner.eso.org> escribi?: > >> Is it possible to use a template from the create change link in a ticket, >> or set the default change request to use a certain template. I can only >> seem to create from template if it is a new change and not from inside >> (thewrefore linked) to a ticket. >> >> thansk >> >> paul >> --------------------------------------------------------------------- >> OTRS mailing list: itsm - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/itsm >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm >> >

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change from a ticket
by Paul Carson 06 Feb '15

06 Feb '15

Is it possible to use a template from the create change link in a ticket, or set the default change request to use a certain template. I can only seem to create from template if it is a new change and not from inside (thewrefore linked) to a ticket. thansk paul

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OTRS and LDAP Integration get broken
by Mahmoud Ramadan Ali 13 Nov '14

13 Nov '14

Hi everyone I've integrated OTRS and LDAP and it worked for a sometime but the integration get broken and i'm reciving this error message...any help please how to solve this ?! Nov 10 20:00:38 localhost OTRS-CGI-62[3438]: [Error][Kernel::System::Auth::LDAP::Auth][Line:167]: Can't connect to dc.hotciscolabs.com: IO::Socket::INET: connect: Connection refused

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Can't get my Change Management condidtions producing desired result
by Gene Matthews 03 Nov '14

03 Nov '14

We are evaluating OTRS:ITSM and I'm playing around with it in a test environment. I'm trying to create a change with some conditions that I will use as a template for 'normal' changes. So far, I have a change with six work orders: WO1 - Change Assessment (type: work order) WO2 - CAB (type: Approval) WO3 -- Change Prep (type: work order) WO4 - Change Implementation (type: work order) WO5 - Back out plan (type: backout plan) WO6 - PIR (type: PIR) My conditions (not sure how best to show these): Name: 0900 IF rqd fields there set W01 to 'In Progress' Expressions: IF Change Title not empty AND Planned Start not empty AND planned end not empty Actions: Set WO1 state to 'In Progress' NOTES: I added this after the 1000 condition so I'm not sure if this one works or not (not sure I can go straight to an 'in progress' state but my goal was to skip the accept/ready states if possible Name: 0950 IF WO1 cancelled, THEN set change status to 'Cancelled' Expressions: If WO1 state is cancelled Actions: Set change state to 'cancelled' NOTES: Haven't tested this one yet.. Name: 1000 IF WO1 complete, THEN set change status to 'Pending Approval' AND W02 (CAB) to 'In Progress' Expressions: WO1 state is closed Actions: set WO2 state to In Progress Set change state to Pending Approval NOTES: This was my first (and initially only) condition and it seemed to work ok Name: 1100 IF WO2 (CAB) closed, THEN set change state to Approved Expressions: If WO2 state is 'closed' Actions: set Change state to Approved NOTES: This one isn't working yet and I don't know why I'm very new at OTRS:ITSM and still feeling relatively clueless. I'm familiar with the Change and Work Order states and they have not been changed from what is delivered. I've watch the youtube video on OTRS change management and am trying to follow some of that example. I'm grateful for any suggestions and I'd love to see what anyone else has working if you are willing to share. What types of templates have you found useful, etc.. We are a very small shop and have been using RT (a pretty old version) Thanks! Gene

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from: DANIEL D&39;AGOSTINO
by DANIEL D&39;AGOSTINO 04 Oct '14

04 Oct '14

Hi OTRS http://forgethangovers.ca/early.php?huge=mcewkfxsa3480sxe ddagosti(a)hotmail.com

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