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How can i bind services to a new ticket?
by Eduard Ivanov 18 Mar '10

18 Mar '10

How can i bind services to a new ticket? In Service Manager i am define some services. Now, when i create a new ticket in [Phone call/new ticket] form, dropdown field Service is empty. How can i fill them whis list of services? -- Eduard Ivanov

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[ITSM] ITSMConfigItemLayoutAgent
by Marco Vannini 17 Mar '10

17 Mar '10

Hi all, I'm trying to assign a responsible to some kind of CI. Because of Agent type is not present I'm trying to configure it, so... I defined a CI with a block that looks like: [...] { Key => 'Agent', Name => 'Focal Point', Searchable => 1, Input => { Type => 'Agent', }, }, [...] Copied and modified ITSMConfigItemLayoutDummy.pm and Dummy.pm (in XML/Type) as *Agent.pm. Now. I've the form correctly configured to have the 'Focal Point' displayed and searchable, in fact it display me all the agent I have and the Select button is displayed but, when I select the desired agent it is not then refreshed on the page in the 'Focal Point' field... Sniffing network traffic I see the post containing: ChallengeToken=bd9a0892a0c9b616af56332b6439e194 Action=AgentITSMConfigItemEdit Subaction=VersionSave ClassID=110 ConfigItemID=NEW Name=da DeplStateID=120 InciStateID=13 Description::1=das Agent::1=2 Agent::1::Search=vannini Agent::1::Select=2 Agent::1::ButtonSelect=Select What I'm missing ? Thank in advance MV

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Internal SLA's
by Maria Alejandra Piedra 16 Mar '10

16 Mar '10

Hello all! I would like to know if there is any way I could assign a SLA to a ticket internally. For example, I am the coordinator for the IT technical support, and would like to add SLA's to tickets, but I don't want to give my customers the power to do so, because it can come and bite me in the you know what. So I want to assign them myself, so my team is more efficient but my customers don't have a part in this. Thanks and regards! Maria Alejandra Piedra _________________________________________________________________ Hotmail: Trusted email with powerful SPAM protection. http://clk.atdmt.com/GBL/go/201469227/direct/01/

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creating a config item class that allows attachments
by Anton Gubar'kov 12 Mar '10

12 Mar '10

Hello, colleagues, after googling for quite a while I could find no references to the subject. Did anybody manage to create a definition of a general catalog class to allow attachments to CI? Regards, Anton.

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Re: [itsm] R: customer_company table
by Cheurfa Madani 11 Mar '10

11 Mar '10

Hello, sorry for confusion but I found the answer in http://lists.otrs.org/pipermail/otrs/2004-November/006722.html. The issue is that the OTRS doc is confusing by giving a "strange" example @ http://doc.otrs.org/2.4/en/html/x1801.html#company-tickets-db Simple rule that I did not understand straight away: Customer interface gives access to tickets of customer users having the same customerID (via company tickets). CustomerID is not the unique identifier for "customer users", but for companies. Thanks again! From: Cheurfa Madani Sent: jeudi 11 mars 2010 11:46 To: 'itsm(a)otrs.org' Subject: Re: [itsm] R: customer_company table Hi ! One company with 20 "Customer Users" is indeed what I want: The 20 users should be able to see each others tickets. (via "CompanyTicket" feature). But I still do not understand how to implement it using the "Customer Company" entity. Looking at http://doc.otrs.org/2.4/en/html/x1801.html#company-tickets-db I don't see any mean to use the company tickets feature in a manageable way. M.

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Maintaining a journal for config items
by Konstantin S. Ershov 11 Mar '10

11 Mar '10

Hi, everyone! Could anyone please share with the best way of maintaining a journal for config items? E.g. I'm upgrading some software on a server and I'd like my collegues to see all the activity related to this server. Am I right that I can do it just creating a new ticket and linking it with CI? Thanks in advance!

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New reports not installed
by Maria Alejandra Piedra 11 Mar '10

11 Mar '10

Hello! Reading the ITSM-OTRS guide, I found that with the installation, a new set of reports would appear in the stats module. But I can't find them anywhere. Do I have to download them? If yes where can I. If not, what could have happened that my installation didn't record the reports. Thanks and regards Maria Alejandra Piedra _________________________________________________________________ Hotmail: Trusted email with Microsoft’s powerful SPAM protection. http://clk.atdmt.com/GBL/go/201469226/direct/01/

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Re: [itsm] R: customer_company table
by Cheurfa Madani 11 Mar '10

11 Mar '10

Hi ! One company with 20 "Customer Users" is indeed what I want: The 20 users should be able to see each others tickets. (via "CompanyTicket" feature). But I still do not understand how to implement it using the "Customer Company" entity. Looking at http://doc.otrs.org/2.4/en/html/x1801.html#company-tickets-db I don't see any mean to use the company tickets feature in a manageable way. M.

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customer_company table
by Cheurfa Madani 10 Mar '10

10 Mar '10

Hi there, Does anyone know what "customer_company" table is supposed to be used for? It does not seam to have any link with the "CompanyTicket" feature that is using "MultiCustomerIDs" field in customer_user table. By the way, has anyone used that "CompanyTicket" feature in real life? I mean, if you have 20 "customer users" in a "company", and you want them to see each other tickets: - you need to update CustomerIDs field of each customer user with a list of 20 comma separated IDs . - If ever you need to add a new 21st customer user to this "company", then you need to update all existing customer users records. This is simply not manageable...or am I missing something? Thank you. Madani.

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Re: [itsm] Help Needed: Question about configitem classes
by Maria Alejandra Piedra 10 Mar '10

10 Mar '10

Hi Petros To do this you have to add several values in the following area: Add Catalog Item: Catalog Class: - ITSM::ConfigItem::Class ITSM::ConfigItem::Computer::Type ITSM::ConfigItem::DeploymentState ITSM::ConfigItem::Hardware::Type ITSM::ConfigItem::Licencias::Proveedor ITSM::ConfigItem::Location::Type ITSM::ConfigItem::Network::Type ITSM::ConfigItem::Pais ITSM::ConfigItem::Software::LicenceType ITSM::ConfigItem::Software::Type ITSM::ConfigItem::Unidad ITSM::ConfigItem::YesNo ITSM::Core::Criticality ITSM::Core::Impact ITSM::Core::IncidentState ITSM::Service::Type ITSM::SLA::Type You have to select the class you created and then the following will appear Item Edit: Catalog Class: ITSM::ConfigItem::Country Name: Functionality: - Valid: invalid invalid-temporarily valid Comment: In the name text field, you have to add the values you need. Hope this clarified your question. Regards Maria Alejandra Piedra From: p.dolaschjan(a)virtual-solution.de To: itsm(a)otrs.org Date: Wed, 10 Mar 2010 15:36:56 +0100 Subject: Re: [itsm] Help Needed: Question about configitem classes Hi Maria, thank you for your fast answer. I have already created a catalog and it shows up the drop down in the entry page. But it’s just a drop down with single selection. What I need is a multiple selection so that the user can chose multiple items from the list. Is this possible? Regards, Petros Von: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Maria Alejandra Piedra Gesendet: Mittwoch, 10. März 2010 15:31 An: itsm(a)otrs.org Betreff: Re: [itsm] Help Needed: Question about configitem classes Hi Petros Fehler! Es wurde kein Dateiname angegeben. For the first question you can go to the General Catalog and create a new Class. For example if you need to add a list of countries you can add the class ITSM::ConfigItem::Country in the Add Catalog Class:Add a new Catalog Class area. Next you can add the values by Add Catalog Item to the catalog class. And lastly, to use this class you have to go to the config item area in the Admin section. Select the config item and click on change, this will prompt a text area where all the fields can be modified. To add the country field you have to type the following lines: { Key => 'Country', Name => 'Country', Searchable => 1, Input => { Type => 'GeneralCatalog', Class => 'ITSM::ConfigItem::Country', Translation => 1, }, }, That would be it! Hope this can help you. Regards! Maria Alejandra Piedra From: p.dolaschjan(a)virtual-solution.de To: itsm(a)otrs.org Date: Wed, 10 Mar 2010 15:18:19 +0100 Subject: [itsm] Help Needed: Question about configitem classes Hi, I’m setting up some config item classes for our company for server, software etc. I want to modify the existing classes by adding new fields. Now I have the following questions: 1. Is there a type for select boxes with multiple selection? If yes, which type is it? 2. Is there a way to put a help text on fields? Something like a mouse over giving the user a hint text what to fill in… Thanks! Regards Petros Dolaschjan Hotmail: Trusted email with Microsoft’s powerful SPAM protection. Sign up now. _________________________________________________________________ Hotmail: Trusted email with powerful SPAM protection. http://clk.atdmt.com/GBL/go/201469227/direct/01/

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