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

10 Mar '10

Hi Petros 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. http://clk.atdmt.com/GBL/go/201469226/direct/01/

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Help Needed: Question about configitem classes
by Petros Dolaschjan 10 Mar '10

10 Mar '10

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

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First Steps on managing CIs
by marcelo.mangiacavalli＠lanxess.com 10 Mar '10

10 Mar '10

Hi All, I am new to OTRS ITSM. Is it any documentation that can guide me trough the use of OTRS CMDB, i.e. creating CIs etc. Thanks Marcelo Mangiacavalli

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Add attribute on link search
by Maria Alejandra Piedra 10 Mar '10

10 Mar '10

Hello! I was wondering if anyone had changed the search when linking objects. What I need exactly is to add a stock number, so I can't search my CI's by their stock number when linking the CI to another CI or ticket. Thanks in advance! 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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composing phone ticket
by boonyam lim 09 Mar '10

09 Mar '10

hi all When i composing a phone ticket, does it possible to add another email address at FROM column or any where within the phone ticket screen, so that it sends an email notification to two person ? pls help __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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[otrs] V 2.4.7 - LDAP authentification
by Ricciarelli, Jean-Marie (Noumea) 09 Mar '10

09 Mar '10

Hi all, I'm encountering the following issue when I try to connect to the agent interface on otrs : - < Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. > System is running under debian lenny OTRS is version 2.4.7 I use Mysql connection Connection to customer interface is working properly and all data are synced as well. My config.pm on agent auth is set as follow, I checked from otrs doc and mails from lists.otrs.org but... #----------------------------------- # Active directory Config #-- # Active directory declaration #----------------------------------- $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc.domaine.net'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=domaine,DC=net'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; #-- #Agent LDAP search account #------------------------------ $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs account,OU=Service Accounts,DC=INCO,DC=NET'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; # AuthSyncModule::LDAP::UserSyncMap # (map if agent should create/synced from LDAP to DB after successful login) $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; When I look at the user.log file, I have an error regarding a table which doesn't look to exist ?! Mar 10 05:59:58 neagnet01 OTRS-CGI-10[1026]: [Notice][Kernel::System::Auth::LDAP::Auth] User: jmricciarelli (CN=Ricciarelli\, Jean-Marie (Noumea),OU=Noumea,OU=Users,OU=Goro Operations,DC=INCO,DC=NET) authentication ok (REMOTE_ADDR: 10.xx.xxx.xx). Mar 10 05:59:58 neagnet01 OTRS-CGI-10[1026]: [Error][Kernel::System::User::UserLookup][Line:680]: Table 'otrs.system_user' doesn't exist, SQL: 'SELECT id FROM system_user WHERE LOWER(login) = ?' Mar 10 05:59:58 neagnet01 OTRS-CGI-10[1026]: [Error][Kernel::System::User::UserLookup][Line:680]: Table 'otrs.system_user' doesn't exist, SQL: 'SELECT id FROM system_user WHERE LOWER(login) = ?' Mar 10 05:59:58 neagnet01 OTRS-CGI-10[1026]: [Error][Kernel::System::User::GetUserData][Line:172]: Table 'otrs.system_user' doesn't exist, SQL: 'SELECT id, login, salutation, first_name, last_name, pw, valid_id FROM system_user WHERE LOWER(login) = ?' So, I'm kind of desperated as I do not know what I can do and actually where to look in order to get a solution to my problem... If you have any idea, please let me know, I will try any idea in order to solve this problem. For information, I have another OTRS system running perfectly in version 2.2.3 with same type of configuration... Kind Regards, ___________________________________________ Jm Ricciarelli. Support IT - Vale Inco NC *: 00 (687) (23) 5036 *: jean-marie.ricciarelli(a)valeinco.com

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Any way to print a list of Config Items?
by Konstantin S. Ershov 02 Mar '10

02 Mar '10

Hi, anyone! I'm looking if there is a way to print a list of all of my config items. I tried to use Stats module but it gave me only very brief statistics :(. Also I can print all my CI's separately on AgentITSMConfigItemZoom page by clicking "Print" link. But I have a huge list of CI's of different classes and it isn't convenient to print all the items by hand and one after another. If there is a way of bulk printing of CI's so I could get a PDF with all of my CI's? Thanks in advance!

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Consulta
by Pais Silvina 24 Feb '10

24 Feb '10

Estimados: Queriamos consultarles si alguno conoce si el plugin SystemMonitoring que integra contra Nagios es capaz de cambiar el estado a los items de configuracion. En este momento ya logramos configurar el SystemMonitoring de modo que nos cree y cierre tickets ante cada cambio en el estado de los servicios que monitorea el nagios. Pero lo que no logramos hacer es vincular estos tickets en forma automatica a los items de configuracion y que cambie su estado de Operacional a incidente (como ser Computers->servers). Es realmente posible esto?? Muchas gracias Silvina

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How to hide SLA and show Criticality fields to Customer?
by Estevam Viragh 19 Feb '10

19 Feb '10

Hi list, Couple questions: 1) Anyone know to hide SLA field from the user when he/she opens a ticket? I have a generic agent job that sets the SAL for me based on priority but would be great to hide this field from user to avoid "expectations"... 2) What about showing the impact field to customer? I have removed the customer ability to set the priority and by having the customer setting the impact, I'd be able to have a resulting priority based on the criticality<->impact<->priority matrix... I tried to do it by enabling the field freetext13 but it gives me a text field as opposed to a drop down list... Thanks so much in advance. Regards, Estevam Viragh **CONFIDENTIAL NOTICE** This e-mail and any files transmitted with it may contain PRIVILEGED or CONFIDENTIAL information and may be read or used only by the intended recipient. If you are not the intended recipient of the e-mail or any of its attachments, please be advised that you have received this e-mail in error and that any use, dissemination, distribution, forwarding, printing, or copying of this e-mail or any attached files is strictly prohibited. If you have received this e-mail in error, please immediately purge it and all attachments and notify the sender by reply e-mail.

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Re: [itsm] itsm Digest, Vol 33, Issue 5
by Pais Silvina 17 Feb '10

17 Feb '10

Estimado Leonardo: Muchas gracias por tan rápida y efectiva respuesta. He podido clarificar la duda acerca de la diferencia entre ticket telefónico y de Email. Con respecto a las estadísticas no entiendo la mayoría de los campos a completar, no se bien cuando tengo que tildar los casilleros, si todos deben ir tildados, cuales son las restricciones que debo tener en cuenta, etc. Toda información que puedas brindarme acerca del tema no estará demás. Reitero mi agradecimiento por tu atención. Pais Silvina. -----Mensaje original----- De: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] En nombre de itsm-request(a)otrs.org Enviado el: miércoles, 17 de febrero de 2010 09:00 a.m. Para: itsm(a)otrs.org Asunto: itsm Digest, Vol 33, Issue 5 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. Consulta (Pais Silvina) 2. Re: Consulta (Leonardo Certuche) ---------------------------------------------------------------------- Message: 1 Date: Tue, 16 Feb 2010 09:44:14 -0300 From: "Pais Silvina" <spaiz(a)arba.gov.ar> Subject: [itsm] Consulta To: <itsm(a)otrs.org> Message-ID: <000301caaf05$bf15ba90$3d412fb0$(a)gov.ar> Content-Type: text/plain; charset="iso-8859-1" Estimados: Tengo varias dudas acerca de la funcionalidad del OTRS ITSM. * diferencia que existe, en cuanto a funcionalidad, entre el ticket Telef?nico y el ticket de Email. * hay alguna posiblidad de agregar campos en los datos del cliente (ademas de nombre, apellido, telefono, direcci?n, etc)???.. y esos campos pueden hacerse "requeridos"??? * Que significan los datos que hay que completar para generar estad?sticas nuevas? Desde ya muchas gracias por su atencio. Atte. Pais Silvina ------------------------------ Message: 2 Date: Tue, 16 Feb 2010 07:55:10 -0500 From: Leonardo Certuche <leonardo.certuche(a)itcon-ltda.com> Subject: Re: [itsm] Consulta To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> Message-ID: <2d120a851002160455t5598bb70hfa4c8ef0b50cd70e(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hola Pais, - Diferencia entre phone-ticket y e-mail-ticket: http://www.mail-archive.com/otrs@otrs.org/msg29776.html - Para crear nuevos campos puedes leer http://soporte-es.co.cc/viewtopic.php?f=6&t=32 y http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=302 - Qu? datos exactamente de las estad?sticas no comprendes? Leonardo Certuche 2010/2/16 Pais Silvina <spaiz(a)arba.gov.ar> > Estimados: > > > Tengo varias dudas acerca de la funcionalidad del OTRS ITSM. > > * diferencia que existe, en cuanto a funcionalidad, entre el ticket > Telef?nico y el ticket de Email. > * hay alguna posiblidad de agregar campos en los datos del cliente (ademas > de nombre, apellido, telefono, direcci?n, etc)???.. y esos campos pueden > hacerse "requeridos"??? > * Que significan los datos que hay que completar para generar estad?sticas > nuevas? > > Desde ya muchas gracias por su atencio. > > Atte. Pais Silvina > > --------------------------------------------------------------------- > 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/ >

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