- itsm - OTRS mailing lists

Help on setting up the change module
by Paul Strinati 30 Sep '14

30 Sep '14

Hi, We're quite new to OTRS - we've been using it as our helpdesk for ~2 months now, and I'm keen to start using the ITSM functionality. We've installed v3.3.7 of all modules, including ITSM. Unfortunately, I'm not finding the ITSM Change functionality very intuitive to setup/configure. It seems that every time I want to submit a change request for approval, I need to create individual Workorders with a type of Approval for each individual person who is required to approve the change prior to implementation - is that correct? I was hoping there would be a way to submit to all required approvers in one go, but looks like that isn't possible? As we have certain types of change that happen on a regular basis, I then thought about setting up a template with the requisite workorders: - 2 x approval workorders o These appear to be completely independent from the CAB, so I am struggling to understand the benefit of defining CABs in OTRS o Normally the CAB members would be required to approve the change request, but the approval workorders appear to be completely independent? - 1 x decision workorder (for recording of the go / no go decision) - 2 x workorder workorders (for the actual work to be done) - 1 x Backout plan workorder (in case we need to backout) - 1 x PIR workorder I then setup 2 Conditions on the Change (not sure if I need these!): - The first so that when the Change State is 'Requested' it changes it to 'Pending Approval' - The other such that when the Workorder State on the 2 approval workoders is 'Accepted' it then sets the Change State attribute to 'Approved'. At this point, I'm beginning to lose the will to live - I've used many other systems (such as ManageEngine) where this whole process of submitting CRs is much more easily defined. Am I over-engineering things in OTRS, is there a simpler way to do this? I've tried the manuals but to no avail. Is there a way to define a CAB for a particular type of change, and for the system to seek approval from all members of the CAB rather than having to define individual Approval Workorders for each and every change request? Any pointers / advice would be greatly received as I think the Helpdesk/ticket functionality is great and would be keen to leverage the full benefits of the tool!! Thanks, Paul. Paul Strinati The contents of this e-mail and of any attachments transmitted with it are confidential and intended solely for the use of the individual(s) to whom they are addressed. If you are not an intended recipient or the person responsible for delivering this e-mail to the intended recipient(s), you have received this e-mail in error, and access to it by you is not authorised. You may not use, copy, distribute, disclose or rely on it or any attachment, or any part of it or any attachment in any way. If you have received this e-mail in error please notify Optimum Credit Ltd by email on webmaster(a)optimumcredit.co.uk or phone on 03330 143125 and then delete it. All reasonable precautions have been taken to ensure that no viruses are present in E-mail. As we cannot accept responsibility for loss or damage arising from the use of E-mail or any attachment we recommend you subject these to your usual virus checking procedures prior to use. Any opinions expressed in this e-mail are those of the person sending it and not necessarily those of Optimum Credit Ltd. Optimum Credit Ltd, Haywood House South, Dumfries Place, Cardiff, CF10 3GA Authorised and regulated by the Financial Conduct Authority Optimum Credit Ltd. Registered office: Haywood House South, Dumfries Place, Cardiff, CF10 3GA. Registered in England and Wales No. 08698121 Calls may be monitored or recorded for training, compliance and evidential purposes.

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OTRS and CTI Integration Questions.
by Mahmoud Ramadan Ali 29 Sep '14

29 Sep '14

Hello everyone, Please i need answers to these question to integrate OTRS with CTI. 1.Can we integrate OTRS with Asterisk or Cisco call manager ? 2.What is the free CTI Client/CTI softphone that supports CTI url configuration ? 3.Can i configure my Cisco IP Phones as CTI clients to integrate with OTRS ?

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How to create relations between CMDB Classes
by Anil Singh Bafila 25 Sep '14

25 Sep '14

Hi I want to use simulate a situation, where I have a setup of different computers and server at different locations and different vendors providing AMC ( annual maintenance contract) with different SLA. So I need to have the relation (maping between all) between the data entered in one cI class Item with other . eg- if I create a new item of computer type in CMDB I want that the vendors list should be displayed in dropdown menu for selection , similarly the locations also .When I display the computer details the detailed information about the Computer +its vendor details and sla to that device will be also displayed . I had already gone through the administrative manual and ITSM Manual, I searched on OTRS form and other website .I was unable to find the right direction to solve this problem . Any resource or idea how to accomplish this task will be very helpful. Please Give some ideas to accomplish this task. Thanks

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Unable to add new CMDB class Please help
by Anil Singh Bafila 25 Sep '14

25 Sep '14

Hi, I am adding 1) A new Catalog Item to ITSM::ConfigItem::Class example Vendors 2) Then in config item I am changing the class defination (for testing purpose I am copying Computer class defination to vendor class defination). Problem is After doing all this the new vendor class must be displayed in CMDB-->New list class but it is not showing the new class Item vendor htere. Please help Thanks

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Automatically link between CI's on OTRS
by Joao Vitorino 29 Jul '14

29 Jul '14

Hi everyone! Thanks to the OTRS mail list, I can now import my inventory from OCS to OTRS sucessfully. ( If anyone need this too, feel free to send me an e-mail). But now, I'm tryin to automatically create links between CI's on OTRS without sucess. I got somes hints here: http://lists.otrs.org/pipermail/otrs/2011-March/035128.html, but the script linkthem.pl don't work properly. Does anybody have any ideia about how to resolv this issue?

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CMDB and CustomerCompany
by Jon Legarrea Oteiza 22 Jul '14

22 Jul '14

Hi, I want to been able to select with company use a Config Item in CMDB, so I change in definition { Key => 'Owner', Name => 'Owner', Searchable => 1, Input => { Type => 'Customer', }, }, with { Key => 'Owner', Name => 'Owner', Searchable => 1, Input => { Type => 'CustomerCompany', }, }, It works but is not searchable, it appears a long option list and it is very unusable, do anyone know how to make it searchable? Regards, Jon

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Stats for SLA Pause Module
by Alvaro Cordero 03 Jul '14

03 Jul '14

Hello, I have been able to configure, use and test diferent modules to stop or pause sla escalation on various versions of OTRS since 3.0. Including KIX4OTRS from CapeIT, EscalationSuspend from Znunny and others That part has worked for the purpose of not escalating the tickets, but I does not have any effect in OTRS Stats module, so if I create a report for the SLA compliment it will always count the time straight from creation to close based on the original SLA times and will tell me I missed the SLAs. Has any one have a succcess in modifying the stats module to take into consideration the pause times or at least can anyone share the queries to get the reports. I have done some querys, but DB is not my strenght and I have strugled with that for a while. Currently I am using otrs 3.3 and otrs 3.2 with mysql on CentOS. Best Regards -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

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Re: [itsm] Reg : OTRS 3.3.7 ITIL helpdesk process setup
by Jon Legarrea Oteiza 01 Jul '14

01 Jul '14

Hi, OTRS:ITSM mainly works with Incident-Problem, priority, CMDB and Change management ITSM Core: core and priority by service Incident-Problem module: define tickets types CMBD: inventory Change management: model change process http://www.otrs.com/webinar-change-management-otrs/ If you want to model processes you can do it without ITSM, with regular OTRS in http://www.otrs.com/webinar-process-management-with-otrs/ Admin -> System Administration -> Process Management Activities -> states of the process Activity Dialogs -> Dialogs shown to user Transitions -> Move between activities and conditions that you can check Transition actions -> Make a note, send and email on transition I use dialogs to assing new values to a state DynamicField and after I check state DynamicField on transtions to made possible the transition Jon > Hi > I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a > Helpdesk ITIL process . > Help me to setup the process accordingly. > Regards > Chandrasekar.M

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James Crawford 5968 is out of the office.
by james.crawford.5968＠northumbria.pnn.police.uk 28 Jun '14

28 Jun '14

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Reg : OTRS 3.3.7 ITIL helpdesk process setup
by chandrasekar.M 27 Jun '14

27 Jun '14

Hi I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a Helpdesk ITIL process . Help me to setup the process accordingly. Regards Chandrasekar.M

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