- itsm - OTRS mailing lists

Mass adding service<->customers mappings
by José Miguel Parrella Romero 13 Jan '09

13 Jan '09

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, Currently, I have to add a customer to the service<->customer mappings so when a ticket is created for him/her, the dropdown menus reflect some services and SLA for the ticket. How can I manage to set some default service<->customers mappings so a bunch of users can all open tickets on a common service such as the mail service? Thanks for your time, Jose -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iEYEARECAAYFAklpWxgACgkQUWAsjQBcO4JfeACdFC3AuRVxoOwAgx2K6MuRYrta O9QAnRnOMiTFeWJEPwVl1mNh1Cij3Kv9 =UPv+ -----END PGP SIGNATURE-----

2 2

Add attachements to config items
by Mayk Backus 12 Jan '09

12 Jan '09

Hi all, Is it possible to add attachements to config items ? IMHO it would be verry nice to have the option of adding config files to those items, or to add digital service reports to the config items. anyone an hint for this ? Greets Mayk

1 0

Group creation per ITSM-specific item
by José Miguel Parrella Romero 11 Jan '09

11 Jan '09

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, There's a feature stated for OTRS::ITSM 1.1 which says: "each object like Service/SLA, Location, CI, Linkobject now creates an own group, so the agents rights can be assigned more granulary." As I understand it, each ITSM-specific item (e.g., services) will generate an OTRS group which I can then use to assign permissions for specific users, am I wrong? It doesn't seem right, at least for CIs, but then it'd be nice to have per-service service managers. Jose -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iEYEARECAAYFAklpRAcACgkQUWAsjQBcO4JffACcD6axm2P6F1S6jbr2ny8XU/oL yKUAnR70jMIGzycLCdmOyyuIpxeUjyJL =8nKZ -----END PGP SIGNATURE-----

1 0

Setting incident states for a CI from tickets
by José Miguel Parrella Romero 11 Jan '09

11 Jan '09

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, I've been playing around with OTRS::ITSM for a while, and I think it's a very nice product which fills a big gap in the FOSS market. Great work! One of the basic things I've been trying to do (and haven't found out much information about it in the docs) is to set a CI incident state directly from a new ticket. For example, I'm able to link a ticket with a CI, but no matter which link I choose, the Incident State for the CI remains Operational, and the light bulb for the service (if it's linked) is green. That way, no ticket can 'affect' a CI (or a Service, as per propagation) and the only way I can make the light bulb go red (in simple words) is to edit the CI and manually change the Incident State to 'Incident'. Also, this feature also makes me wonder about the ticket links: is it really useful to link a ticket with a CI if it doesn't afect the state? Thank you again for your time and work! Jose -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iEYEARECAAYFAklpP0UACgkQUWAsjQBcO4IqCgCdGV9xTNdMzaIVqoIeY6uHjLjG zHwAn0IXa3y/8PyWXJIe9N8tFyRppqgH =Wiqo -----END PGP SIGNATURE-----

1 0

problem activate stats icon for the customer interface
by tanww 09 Jan '09

09 Jan '09

Hi all, How can I activate the stats icon for the customer interface. I have logged into the admin interface and check the relevant groups at the customer user <-> groups link but how come when I logged into the customer interface I could not see the stats icon? Please advise. Thank you. Best Regards Eve

1 0

view user issue
by tanww 08 Jan '09

08 Jan '09

Hi all, I have just installed the otrs-itsm. I have locked in as the administrator and have created quite a few users. However, when I clicked the user hyperlink at the admin area, I cannot see any user listing . I can only see my users when I click the user<->Group hyperlink. How can I make all the users that I have created appear at the listing when I click the user hyperlink? Please advise. Tks. Best Regards Eve

2 2

How to automatically create ticket from email.
by Avishek Mukherjee 29 Nov '08

29 Nov '08

Hi all, Am a new user to OTRS. I have just installed OTRS 2.3.3 in Fedora 9. I need help in creating ticket automatically from email, any one please help me out. Do I require to install POP3 in Fedora 9 for it? Plz. help. Regards, Avi. Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

2 1

Customer Notify ( notifier ) changes in the subject line. ( Ticket number TicketNuber remove )
by jmcdowell＠issisolutions.com 25 Nov '08

25 Nov '08

I have been trying to figure out how to move the TicketNumber to the back of the subject line, or remove it completely if that is what has to happen. I cannot for the life of me figure out to accomplish this. Basically when e-mails come in the subject reads like this.. [Ticket#2008112401000285] <TICKET_SUBJECT HERE> I want to eliminate the ticket number or shift it to the back end of the subject line. Any help would be appreciated. Thanks in advance, Joshua McDowell

2 1

Configitem Definition
by Bug Reporter 17 Nov '08

17 Nov '08

There was a post in September and several before that asking this question, but I am unable to actually find an answer. Does anyone know where the documentation is regarding ConfigItem datatype definitions? I would like to customize the definitions, but don't know what "types" are available. Here was the original post I referenced: "Hi, I've got a simple question: Is there any documentation about the format of configitem definitions? I wonder exactly: * Are there more datatypes than: date, customer, generalcatalog, text and textarea? * What kind of syntax and expressions can be used (like: countmin, countmax, searchable, maxlength...)? * Is it posible to use some kind of logic or conditions? E.g. I need to use different Sub-blocks, depending on a selected value. Some kind of reference or manual, which can answer my questions would be wonderul. Any help appreciated! thank you in advance best regards Raphael"

1 0

Re: [itsm] Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3 -> 2.3.2 + ITSM 1.2
by francesco.simonini＠sesaspa.it 11 Nov '08

11 Nov '08

I had the same problem. I solved it uninstalling all the ITSM modules and reinstalling them. Bye. Francesco. ----- Original Message ----- Da : Craig Goodyer <craiggoodyer(a)hotmail.com> A : <itsm(a)otrs.org> Oggetto : [itsm] Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3 -> 2.3.2 + ITSM 1.2 Data : Fri, 3 Oct 2008 08:43:41 +0100 > Hi All, > > I've been playing with setting up various services / sla's > and other config bits n bobs for a few days on OTRS > 2.3.1b3 + ITSM 1.1.2, then upgraded to OTRS 2.3.2 + ITSM > 1.2 On installing the ITSM packages (inc Service > Management etc) the Services I have setup are no longer > viewable in the web interface (however the services and > sla's still exist in the system as they are selectable > when 'Customer's create tickets), and I get the following > error when trying to view the SLA's configuration page: > > > "Software error: > > Can't use an undefined value as an ARRAY reference at > /opt/otrs//Kernel/Modules/AdminSLA.pm line 305. > > For help, please send mail to the webmaster ([no address > given]), giving this error message and the time and date > of the error." > > > Any help on getting back or removing the original > Services/SLA's would be great :) > > Looking further into this I can see the following errors > in the System Log: > > (When checking Service List): > Thu Oct 2 17:07:14 2008 error OTRS-CGI-10 No > such ServiceID (2)! Thu Oct 2 17:07:14 2008 error > OTRS-CGI-10 Unknown column 'type_id' in 'field list', > SQL: 'SELECT id, name, valid_id, comments, create_time, > create_by, change_time, change_by , type_id, > criticality_id FROM service WHERE id = ? LIMIT 1' > > (When checking SLA List): > Thu Oct 2 17:07:14 2008 error OTRS-CGI-10 No > such ServiceID (1)! Thu Oct 2 17:07:14 2008 error > OTRS-CGI-10 Unknown column 'type_id' in 'field list', > SQL: 'SELECT id, name, valid_id, comments, create_time, > create_by, change_time, change_by , type_id, > criticality_id FROM service WHERE id = ? LIMIT 1' > > i'm assuming then that the database schema needs modifying > to include "type_id" as a field in the service table? Are > any other changes likely to be required to the database? > > Regards > Craig > __________________________________________________________ > _______ Make a mini you and download it into Windows Live > Messenger http://clk.atdmt.com/UKM/go/111354029/direct/01/ > > _______________________________________________ > OTRS mailing list: itsm - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/itsm > To unsubscribe: > http://lists.otrs.org/mailman/listinfo/itsm Support or > consulting for your OTRS::ITSM system? => > http://www.otrs.com/ Francesco Simonini Consultant S.E.S.A. S.p.A. Software E Sistemi Avanzati 20131 Milano Italy Via Teodosio, 65 Tel. +39 02 4547 6444 Fax. +39 02 4547 6475 Mobile: +39 348 7411960 E-mail: francesco.simonini(a)sesaspa.it Web: http://www.sesaspa.it ------------------------------------------------------------------------------- This message is for the designated recipient only and may contain privileged or confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email is prohibited. -------------------------------------------------------------------------------

6 7