- itsm - OTRS mailing lists

issuestracking
by boonyam lim 29 Jul '09

29 Jul '09

Hi all Within OTRS or ITSM, is there a function/module allows us to keep track the issues reported by support staff/client and we could monitoring the status ?

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Escalation Notification Sent to Leader
by Vinayak ragho 25 Jul '09

25 Jul '09

Team, In OTRS 2.3, how escalation email address for each queue can be configured? So that if any of the ticket in the particular queue is about to breach escalation time line a notification should go to this email address. Notification should not go for any normal ticket raising. Regards Vinayak -----Original Message----- From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of itsm-request(a)otrs.org Sent: Friday, July 24, 2009 9:15 PM To: itsm(a)otrs.org Subject: itsm Digest, Vol 26, Issue 7 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: Sending email notification (boonyam lim) ---------------------------------------------------------------------- Message: 1 Date: Fri, 24 Jul 2009 08:44:41 -0700 (PDT) From: boonyam lim <boonyamlim(a)yahoo.com> Subject: Re: [itsm] Sending email notification To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> Message-ID: <204892.15744.qm(a)web43145.mail.sp1.yahoo.com> Content-Type: text/plain; charset="iso-8859-1" Hi ? Once the support ticket is created by the help desk, any email notication will be sending out to support staff ? if yes, how to set up the email notication at OTRS ? --- On Fri, 7/24/09, Michiel Beijen <michiel(a)beefreeit.nl> wrote: From: Michiel Beijen <michiel(a)beefreeit.nl> Subject: Re: [itsm] Sending email notification To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> Date: Friday, July 24, 2009, 9:10 PM Sent out? What do you mean? Who creates the support ticket in your case? Please supply more information..... currently I'm not very sure what it is you are trying to accomplish. Kindest regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Thu, Jul 23, 2009 at 17:53, boonyam lim <boonyamlim(a)yahoo.com> wrote: Hi All ? After a support ticket is sent out, i would like an email notification to be sent out to support staff, may i know which are the areas i need to set up ? --- On Tue, 7/21/09, Michiel Beijen <michiel(a)beefreeit.nl> wrote: From: Michiel Beijen <michiel(a)beefreeit.nl> Subject: Re: [itsm] running from localhost To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> Date: Tuesday, July 21, 2009, 9:04 PM Hi Boonyam Lim, For this you'd need to configure your webserver to accept connections from that specific email address. You might also need to adjust the network configuration of your server. Please look into your webserver and/or OS documentation for more information. After you've done that, the only OTRS specific thing you'd need to do is to alter the FQDN (full qualified domain name) to whatever it is that you'd like to use; go to Admin > SysConfig > Framework > Core > FQDN and make your changes. HTH, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Tue, Jul 21, 2009 at 09:24, boonyam lim <boonyamlim(a)yahoo.com> wrote: Hi ? i would like to run orts from a specific IP address, i.e. 192.168.10.35 instead of http://localhost/otrs/index.pl, how do i do that and what do i need ? --------------------------------------------------------------------- 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/ -----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/ --------------------------------------------------------------------- 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/ -----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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running from localhost
by boonyam lim 24 Jul '09

24 Jul '09

Hi i would like to run orts from a specific IP address, i.e. 192.168.10.35 instead of http://localhost/otrs/index.pl, how do i do that and what do i need ?

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user guide
by boonyam lim 24 Jul '09

24 Jul '09

Hi all i'm new to OTRS, the user guide/technical set up guide at otrs.org is quite brief, anyone has got more complete guide, appreciate if you could share.

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Klaus Hillebrands ist außer Haus.
by hillebrands＠ihk-nordwestfalen.de 21 Jul '09

21 Jul '09

I will be out of the office starting 16.07.2009 and will not return until 04.08.2009. In dringenden Fällen wenden Sie sich bitte an : Herrn Bernd Böckers Tel.: 0251-707150 eMail: boeckers(a)ihk-nordwestfalen.de Mit freundlichen Grüßen Klaus Hillebrands Industrie- und Handelskammer Nord Westfalen Postfach 40 24 | 48022 Münster Sentmaringer Weg 61 | 48151 Münster http://www.ihk-nordwestfalen.de Telefon (0251) 707-363 | Telefax (0251) 707-8363

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Jason Richling is out of the office.
by jason.richling＠pnc.com 01 Jul '09

01 Jul '09

I will be out of the office starting 06/26/2009 and will not return until 07/06/2009. I will be periodically checking and responding to email during this time. If you need immediate assistance please contact Jeffrey Chwirut at Jeffrey.Chwirut(a)pnc.com or 301-887-4174. If this is a production issue please contact the TRS/CL2 help desk at 1-800-346-5465. The contents of this email are the property of PNC. If it was not addressed to you, you have no legal right to read it. If you think you received it in error, please notify the sender. Do not forward or copy without permission of the sender. This message may contain an advertisement of a product or service and thus may constitute a commercial electronic mail message under US Law. The postal address for PNC is 249 Fifth Avenue, Pittsburgh, PA 15222. If you do not wish to receive any additional advertising or promotional messages from PNC at this e-mail address, click here to unsubscribe. https://pnc.p.delivery.net/m/u/pnc/uni/p.asp By unsubscribing to this message, you will be unsubscribed from all advertising or promotional messages from PNC. Removing your e-mail address from this mailing list will not affect your subscription to alerts, e-newsletters or account servicing e-mails.

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Attach file to CI
by Maria Alejandra Piedra 29 Jun '09

29 Jun '09

Hello! I was wondering if there is a possibility to attach a file in a CI, like a contract or that sort of thing. Since I know that configuration managment also comprehends document managment. Thanks and regards Maria Alejandra Piedra _________________________________________________________________ Lauren found her dream laptop. Find the PC that’s right for you. http://www.microsoft.com/windows/choosepc/?ocid=ftp_val_wl_290

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Several LDAP auth checks
by Воробьёв А.А. 24 Jun '09

24 Jun '09

Good day! I have this kind of problem. Somewhere over Interet I saw a possibility to add a several LDAP servers for authentication and authorization, but I can't find this solution right now. Could you tell me how can I achive this? Right now, I have one MS Active Directory with 2 groups: otrs_admins and otrs_users. The first one contains administrators, the second one - users. My LDAP auth works well. But the LDAP's groupDN parameter I have to set to DN 'CN=OTRS_USERS,CN=Users,...'. My admins are in OTRS_USERS and OTRS_ADMIN groups. Users are in OTRS_USERS group. This is my configuration: $Self->{'UserSyncLDAPGroupsDefinition'} = { # ldap group 'CN=OTRS_USERS,CN=Users,DC=td,DC=kms' => { # otrs users 'admin' => { # permission rw => 0, ro => 0, }, 'faq' => { # permission rw => 1, ro => 1, }, 'faq_admin' => { # perm rw => 0, ro => 1, }, 'itsm-configitem' => { # perm rw => 0, ro => 1, }, 'itsm-service' => { # perm rw => 0, ro => 1, }, 'stats' => { # perm rw => 0, ro => 1, }, 'time_accounting' => { # perm rw => 0, ro => 1, }, 'users' => { # perm rw => 0, ro => 1, }, }, 'CN=OTRS_ADMINS,CN=Users,DC=td,DC=kms' => { # otrs admins 'admin' => { # permission rw => 1, ro => 1, }, 'faq' => { # permission rw => 1, ro => 1, }, 'faq_admin' => { # perm rw => 1, ro => 1, }, 'itsm-configitem' => { # perm rw => 1, ro => 1, }, 'itsm-service' => { # perm rw => 1, ro => 1, }, 'stats' => { # perm rw => 1, ro => 1, }, 'time_accounting' => { # perm rw => 1, ro => 1, }, 'users' => { # perm rw => 1, ro => 1, }, }, } # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail' }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify initial # user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'OTRS_USERS','OTRS_ADMINS' ]; But when I try to do this, my admins gets only user's rights, not administrator's. How can I solve this?

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Ticket - CI - Service relationship?
by Чернышев Дмитрий Владимирович 19 Jun '09

19 Jun '09

Hello, I'm trying to use OTRS::ITSM 1.2.3. When I create a ticket, Service and SLA combo boxes are empty. What should I do to make my services visible in tickets? Also is it possible to assign CIs to tickets? In other words, can I (and if yes - how) create the following workflow? 1. A printer is out of order. A client submits an "Incident::Disaster" ticket. She can choose which printer is out of order. 2. After the ticket is created, the printer CI turns into "Incident" state. 3. The "Printing" user service, which depends on that printer, also gets into "Incident" state. Sincerely yours, Dmitry Chernyshov

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Status change question
by Javier Carrasco 04 Jun '09

04 Jun '09

Hi, I nedd a simple way to change the ticket status. I can do it when adding a telephone note and with another tasks, but I need a way to change only the status. regards

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