- itsm - OTRS mailing lists

Config Item Software
by Christoph Ohliger 11 Nov '08

11 Nov '08

Hi list, two questions if anyone has checked the requested features or if these are already available: - When saving software licenses in the CMDB (which use is restricted for specified timeframe) it would be fine to have a reminder/notification function when or before this license expires. - It would be fine to have a more granular authorization/access method for different licenses. Not every OTRS user which has read access to itsm-configitem should see all licenses. regards Christoph Ohliger

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delete all the config items and link objects
by Damian Zoanni 04 Nov '08

04 Nov '08

I want delete all the config item and the links of the CMDB i try this: ##mysql DB;############## Limpiar CMDB DELETE FROM `configitem`;UPDATE `configitem_counter` set counter = 0;DELETE FROM `configitem_version`;DELETE FROM `xml_storage` WHERE xml_type LIKE 'ITSM::ConfigItem::%';DELETE FROM `link_object2`; is ok? someone knows? Thanks! Damian Zoanni _________________________________________________________________ See how Windows® connects the people, information, and fun that are part of your life http://clk.atdmt.com/MRT/go/119463819/direct/01/

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New install of ITSMCore 1.2.2 to OTRS 2.3.3-01 rpm
by Lance Vermilion 24 Oct '08

24 Oct '08

Hello, I am having problems trying to get things to install correctly via package manager. I installed a brand new OTRS system from this RPM "otrs-2.3.3-01.i386.rpm". I them followed the instruction to install ITSM by first increasing the database max packet size to 20M. I also ran the check script for the DB and otrs and all looks well. I can install the "GeneralCatalog-1.2.2.opm" but not the "ITSMCore-1.2.2.opm". Thank you in advance for any assistance in resolving this. # # ERROR # Comment:Bug Report:Traceback:ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Oct 21 02:35:03 2008 Message: Need File/Package! Traceback (14655): Module: Kernel::Output::HTML::Layout::Error (v1.110) Line: 1289 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.110) Line: 1268 Module: Kernel::Modules::AdminPackageManager::Run (v1.65) Line: 1265 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 # # System info # OS: CentOS 5.1 ./bin/otrs.checkModules o CGI............................ok (v3.15) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.033) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.28) o Net::POP3::SSLWrapper.......ok (v0.02) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.11) o Net::LDAP......................ok (v0.33) o GD.............................not installed! (not required / for stats) o GD::Text....................not installed! (not required / for stats) o GD::Graph...................not installed! (not required / for stats) o GD::Graph::lines............not installed! (not required / for stats) o GD::Text::Align.............not installed! (not required / for stats) o PDF::API2......................not installed! (not required / for PDF required!) o Compress::Zlib..............ok (v1.42) o XML::Parser....................ok (v2.34) ./bin/CheckDB.pl It looks Ok!

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I need information about Change Management implematation with OTRS
by Marcelo Rito 12 Oct '08

12 Oct '08

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Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3 -> 2.3.2 + ITSM 1.2
by Craig Goodyer 03 Oct '08

03 Oct '08

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/

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ITSM Config Item problem, mis-uderstanding, something.
by Joshua McDowell 30 Sep '08

30 Sep '08

I am new to otrs, and itsm.. I hope I am posing this to the correct list, as I think my problem is strictly related to ITSM.. I have installed otrs, and ITSM and over come the small hurdles that came with that. However, in attempting to setup ITSM I have hit a snag. When I click config item, I can't add an item like the documentation says. I have searched the forums, and googled my problem to death to no avail. Does anyone know what I am doing wrong? Thanks, Joshua

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How to hide invalid items?
by Steven Smith 29 Sep '08

29 Sep '08

Hi, I am now introducing otrs:itsm in my company. I realized, that some items cannot be deleted, that's fine especially if we speak about audit requirements. But what we definetly would need is to hide the invalid items. Since the infrastucture is considerable and it is quite fluctuating, we have thousands of very disturbing "junk" items. Is there a possibility to hide theese items? Like a flag or something? Above this it would make sense to have a "clean" function, for deleteing everything older than 3/5/7 etc. years. There is also an obligation the remove "expired" items, which we cannot fulfill for the moment. thanks proycon

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Newbie Question - SLAS and Services
by Rita Henrique 24 Sep '08

24 Sep '08

Hello, I'm using ITSM 1.1.2 on OTRS 2.2.7 and I'm having some difficulties creating SLA's. In the html manual in otrs.org I can see that it's possible to associate multiple services in each SLA, but I can only select one in my admin interface because services appear in a pull down and I can only assign 1. Can someone help me in this? (don't know if this makes my difficulty very clear - Hope so). Ana Rita Henrique Câmara Municipal de Lisboa DMAGI - DTAS - HelpDesk

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Sorting of Config Items by Name
by Robin Schroeder 23 Sep '08

23 Sep '08

Hello, We would like to sort the list of all Config Items by its name, not by its number. Is that possible? Perhaps through a configuration option? Or is there a patch necessary? Best Regards Robin Schröder -- | Robin Schröder Ruhr-Universität Bochum | | IT-Systeme, Software-Integration Dezernat 6, Abt. 3 | | Tel.: 0234-32-23900 Gebäude NA 03/75 | | Mail: robin.schroeder(a)uv.rub.de 44780 Bochum |

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Eric Belcher is out of the office.
by ebelcher＠esriaustralia.com.au 19 Sep '08

19 Sep '08

I will be out of the office starting 20/09/2008 and will not return until 06/10/2008. For Technical Issues please contact Chris Baraclough on cbarraclogh(a)esriaustralia.com.au For Management Issues, please contact Kelvin Langon at lkangdon(a)esriaustralia.com.au Please send helpdesk issues to ITS Helpdesk. _________________________________________________________ Freecall 1800 447 111 http://www.esriaustralia.com.au _________________________________________________________ OZRI 2008: Canberra 27-29 October 2008 Early bird registration closes 29 August http://www.esriaustralia.com.au/ozri _________________________________________________________ Putting knowledge into place This message is intended for the addressee named and may contain confidential information. If you are not the intended recipient please notify the sender by return email, do not use or disclose the contents and delete the message and any attachments from your system. **Please consider the environment before printing this email**

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