- itsm - OTRS mailing lists

Re: [itsm] Adding Info field to Queue
by Anton Gubar'kov 21 Aug '09

21 Aug '09

Hi, Jose, I would use a special syntax in the Comment field, something like IVR:0074955555522 Regards, Anton. 2009/8/21 Jose Luis Jarpa <jose.jarpa(a)sixbell.com.br> > Hi All, > > Anybody knows if is possible add a information text field > (like Telephone or another) on Admin Queue page?. We’re integrating OTRS > with an Interactive Voice Response (IVR) system to provide telephonic > notification to our HelpDesk. The IVR query the OTRS DataBase to find a > responsible phone number to phone. > > > > Regards, > > > > José. > > --------------------------------------------------------------------- > 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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Adding Info field to Queue
by Jose Luis Jarpa 21 Aug '09

21 Aug '09

Hi All, Anybody knows if is possible add a information text field (like Telephone or another) on Admin Queue page?. Were integrating OTRS with an Interactive Voice Response (IVR) system to provide telephonic notification to our HelpDesk. The IVR query the OTRS DataBase to find a responsible phone number to phone. Regards, José.

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getting started in ITSM
by Alan McKay 20 Aug '09

20 Aug '09

Hey folks, I read the doc (http://doc.otrs.org/itsm/1.3/en/html/) and, well, it really does not seem to have any information on getting started in configuring this beast. Where do I look? Best practices? Step-by-step "do this", "do that"? Anything? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Custom status for a queue.
by John John 19 Aug '09

19 Aug '09

Hi All I have a 5 queues and one of the queue should have custom status like "Development", "Unit Testing", "Tested" etc. When agent views the ticket in the above queue, he should view the status of ticket like "Development", "Unit Testing", "Tested" etc. Can any one of you guide me how to create the custom status for a queue in the otrs system? Any help greatly appreciated, Thanks John

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Package manager running error (URGENT)
by boonyam lim 18 Aug '09

18 Aug '09

Hi experts After i have pressed Package Manager, i got the below error, pls help me, i need your help urgently The website cannot display the page HTTP 500 Most likely causes: The website is under maintenance. The website has a programming error. What you can try: Refresh the page. Go back to the previous page. More information This error (HTTP 500 Internal Server Error) means that the website you are visiting had a server problem which prevented the webpage from displaying. For more information about HTTP errors, see Help.

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Re: [itsm] SMS and Email
by Klaus Bruno 10 Aug '09

10 Aug '09

Hi Abelard I did not understand your concern, perhaps because I don't have an yahoo address and don't know the difference between yahoo email and "normal" email addresses. Communication are sent to the email address configured as email address on the customer users properties page. Thats all. Perhaps someone else who has more expirience with yahoo (or google, msn) can give you more details about it's working with OTRS. kind regards, Bruno -----Original Message----- From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of boonyam lim Sent: Thursday, August 06, 2009 11:41 AM To: OTRS::ITSM User questions and discussions Subject: Re: [itsm] SMS and Email Sorry, let me clarify further i know the notification can be sent to own mail server or client's email address. If i key in yahoo email address at the user properties page, does OTRS is able to send the notification to that yahoo email address as well ? Abelard --- On Thu, 8/6/09, Klaus Bruno <bruno.klaus(a)infotrust.ch> wrote: From: Klaus Bruno <bruno.klaus(a)infotrust.ch> Subject: Re: [itsm] SMS and Email To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> Date: Thursday, August 6, 2009, 3:19 PM Hi alone It is (at least for me) more kindly if you sign your message at least with your name... OTRS does not include SMS gateway. But there are many solutions around for that and OTRS is open enough to integrate them. What do you mean exactly with "able to send email to yahoo, msm and google"? What is special with these email clients? You can send email to any domain using smtp and either your own mailserver or your provider. OTRS uses email capabilities of the system it is installed. If you can send email from this host already, OTRS can send emails too. kind regards, Bruno -----Original Message----- From: itsm-bounces(a)otrs.org <http://us.mc431.mail.yahoo.com/mc/compose?to=itsm-bounces@otrs.org> [mailto:itsm-bounces@otrs.org <http://us.mc431.mail.yahoo.com/mc/compose?to=itsm-bounces@otrs.org> ] On Behalf Of boonyam lim Sent: Wednesday, August 05, 2009 5:28 PM To: itsm(a)otrs.org <http://us.mc431.mail.yahoo.com/mc/compose?to=itsm@otrs.org> Subject: [itsm] SMS and Email Hi all 1. Does OTRS able to notifify the email ticket via SMS 2. Does OTRS able to send email notification to yahoo mail, msn mail and google mail ? -----Inline Attachment Follows----- --------------------------------------------------------------------- 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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[ITSM] - CMDB Implementation
by Carlos Eduardo Goncalves 10 Aug '09

10 Aug '09

Hello all I´m project manager to implementation the OTRS::ITSM. Our first step is defining a CMDB and register it in OTRS::ITSM. Can someone help us about this? Where we can get information? For exemple: we are testing Configuration Itens and yours relationships, and we are don´t find the logical between status and relationships. The objective of the CMDB is register a datacenter infrastructure. We have about 100 servers, and the softwares and services around them. Thanks Carlos

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OTRS::ITSM vs. GLPI + OCS
by Bill Landis 10 Aug '09

10 Aug '09

Greetings, I was recently promoted to IT Manager of a mid-size Hot Spring Retreat Center and am looking to implement some kind of Asset / Configuration Database + Support Ticket Tracking. The support team will likely be me and 1-3 assistants. We have about 50 networked computers spread over multiple buildings in 3 locations. The network includes Wireless, 100BASE-TX, 1000BASE-T, and Fiber Optic segments. All machines currently some version of Windows (from 98 to Vista and Server 2008), but I may consider migrating at least the servers to Linux, BSD, or similar in the future. We have 2 applications that require MSSQL Database servers (separate locations = separate servers for now), but I'm willing to consider MySQL. We do not presently have an internal web server, so Apache or whatever is "default" is fine. >From my research so far, OTRS::ITSM and GLPI + OCS seem to be the leading contenders (I like to use / support FSF style free software when possible). Any suggestions, comments, or corrections to my below impressions based on the websites and random slashdot and other discussions? OTRS::ITSM http://otrs.org and http://otrs.com Originally had German developers, but has excellent English translations and a large, active English speaking user community. "Technologically" sound, but possibly not as "tight" as GLPI in database and scripting implementations (this was mainly from a few random comments, so I can't vouch for it's accuracy / reliability). Installation on Windows is very easy. Haven't gotten too far along in using. One of my big questions is how easily can data for the CMDB be gathered and/or updated automatically. GLPI+OCS http://www.glpi-project.org and http://www.ocsinventory-ng.org/ Originally had French developers and so far has very unpolished English translations and a relatively small English speaking user community. "Technologically" may have advantages over OTRS? Installation may be a little more complex, but doesn't look too bad (have not tried yet). OCS looks good (again haven't tried it yet) and should be able to automatically gather much of the the CMDB. Originally I was leaning towards OTRS largely because of the better English support / community, but after reading a bit more I'm starting to reconsider. In particular the OTRS::ITSM documentation says "The use of an ITIL compliant tool such as OTRS::ITSM only makes sense if processes, people and products (IT services) really are ITIL compliant. Successful ITIL implementation projects typically take up to a year and longer." (from http://doc.otrs.org/itsm/1.3/en/html/c419.html ) I had never heard of ITIL before reading about it at otrs.com and am pretty certain my predecessor hadn't either. I'm looking for something I can have up and running in a few weeks and gradually make more and better use of. Right now our asset, configuration, and support / process documentation consists of a series of spreadsheets that have been updated sporadically at best. Thanks for any comments or advice. -- Bill Landis

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how to enforce to select SLA
by Jeffery Chen Fan 07 Aug '09

07 Aug '09

Dear All, when create ticket, how to enforce the agent to select one SLA. -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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Re: [itsm] SMS and Email
by Klaus Bruno 06 Aug '09

06 Aug '09

Hi alone It is (at least for me) more kindly if you sign your message at least with your name... OTRS does not include SMS gateway. But there are many solutions around for that and OTRS is open enough to integrate them. What do you mean exactly with "able to send email to yahoo, msm and google"? What is special with these email clients? You can send email to any domain using smtp and either your own mailserver or your provider. OTRS uses email capabilities of the system it is installed. If you can send email from this host already, OTRS can send emails too. kind regards, Bruno -----Original Message----- From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of boonyam lim Sent: Wednesday, August 05, 2009 5:28 PM To: itsm(a)otrs.org Subject: [itsm] SMS and Email Hi all 1. Does OTRS able to notifify the email ticket via SMS 2. Does OTRS able to send email notification to yahoo mail, msn mail and google mail ?

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