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Error with ITSMTicket install
by Brunier, Mikael 03 Apr '08

03 Apr '08

Hello, When I try to add the ITSMTicket-1.0.6 in OTRS 2.2.6 with package manager on a Red Hat EL4 I get this: Error: Need File/Package! ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Thu Apr 3 13:46:15 2008 Message: Need File/Package! Traceback (14870): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.8) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.8) Line: 1126 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 1075 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 I have allready installed these following required packages: GeneralCatalog 1.0.6 LinkObject 1.0.6 ITSMCore 1.0.6 ITSMService 1.0.6 Is there any issue ? Thanks Mike

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Re: [itsm] Export/Import Issues
by Snehal Desai 02 Apr '08

02 Apr '08

Hello again, I did use the Win32 Installer of OTRS, does that mean the CSV_XS is already installed? Then, what could my problem be? Thanks, Snehal ----- Original Message ---- From: Raphael Matter <matterr(a)googlemail.com> To: ITSM User questions and discussions <itsm(a)otrs.org> Sent: Wednesday, April 2, 2008 8:41:59 AM Subject: Re: [itsm] Export/Import Issues Hej, as i'm not really into perl i haven't installed it yet, but at http://www.cpan.org/modules/01modules.index.html you have a (very long) list of perl modules. there you can download http://www.cpan.org/authors/id/H/HM/HMBRAND/Text-CSV_XS-0.37.tgz . And there is a README inside with instructions. (When you use the Win32 Installer of OTRS the module is already installed by default) best regards Snehal Desai schrieb: > Hello Shawn and Raphael, > > Thanks for your help. But, where can I find the perl module text to > install and how do I go about installing it? > > Thanks again. > > Snehal > > ----- Original Message ---- > From: Shawn Beasley <shawn.beasley(a)otrs.com> > To: ITSM User questions and discussions <itsm(a)otrs.org> > Sent: Wednesday, April 2, 2008 8:15:52 AM > Subject: Re: [itsm] Export/Import Issues > > Hi Snehal, > > Hi, > > > > The system log revealed, that in my case, the cause for the error was > > the missing perl module Text::CSV_XS. Maybe that's the same for you! > > > Good Eye! Please run the otrs.checkmodules script to see if you have > everything you need to run OTRS :) Raphael, keep up the good community > work. > > best regards Raphael > > > > Snehal Desai schrieb: > >> Actually mine worked all the way til I hit the export button, when > >> the error came. > >> > >> ----- Original Message ---- > >> From: Raphael Matter <matterr(a)googlemail.com > <mailto:matterr@googlemail.com>> > >> To: ITSM User questions and discussions <itsm(a)otrs.org > <mailto:itsm@otrs.org>> > >> Sent: Tuesday, April 1, 2008 12:32:22 PM > >> Subject: Re: [itsm] Export/Import Issues > >> > >> Hi, > >> > >> I have the same problems - and there already is a ticket in bugzilla > >> (http://bugs.otrs.org/show_bug.cgi?id=2731) > >> maybe it's related to the column delimiter of csv. > >> I made a test installation of otrs on a different machine and export > >> works there - and in the working installation of otrs I can choose the > >> csv delimiter in step 3 of the import management. > >> but in the bad otrs installation it doesn't ask me for the delimiter in > >> step 3. so the problem should be there somewhere! > >> > >> best regards, raphael > >> > >> Snehal Desai schrieb: > >> > Hello, > >> > > >> > I can't seem to export my inventory data. This is just some sample > >> > data I put in since we are in the testing phase. I'm using the > >> > Import/Export Package but it give me the following error. > >> > > >> > Error: Error occurred. Export impossible! > >> > > >> > Comment: > Bug Report: > > >> > Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Mon > >> Mar > >> > 31 16:36:45 2008 > >> > > >> > Message: Error occurred. Export impossible! > >> > > >> > Traceback (5180): > >> > Module: Kernel::Modules::AdminImportExport::Run (v1.17) Line: 1234 > >> > Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 > >> > Module: > >> > > >> > ModPerl::ROOT::ModPerl::Registry::E_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler > > >> > >> > (v) Line: 47 > >> > Module: (eval) (v1.81) Line: 203 > >> > Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 > >> > Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 > >> > Module: ModPerl::Registry::handler (v1.99) Line: 30 > >> > > >> > > >> > Any clues? > >> > > >> > Thanks. > >> > > >> > ------------------------------------------------------------------------ > >> > >> > ------------------------------------------------------------------------ > >> > >> _______________________________________________ > >> 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/ > > _______________________________________________ > > 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/ > > > -- > Shawn Beasley > ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg > Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 > http://www.otrs.com/ :: Communication with success! > > > Geschäftssitz: Bad Homburg > Amtsgericht Bad Homburg, HRB 10751 > Steuernummer: 003/240/97521 > > Aufsichtsratsvorsitzender: Burchard Steinbild > Vorstandsvorsitzender: André Mindermann > > > > > -----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 > Support or consulting for your OTRS::ITSM system? > => http://www.otrs.com/ > > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ _______________________________________________ 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/

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Re: [itsm] Export/Import Issues
by Snehal Desai 02 Apr '08

02 Apr '08

Hello Shawn and Raphael, Thanks for your help. But, where can I find the perl module text to install and how do I go about installing it? Thanks again. Snehal ----- Original Message ---- From: Shawn Beasley <shawn.beasley(a)otrs.com> To: ITSM User questions and discussions <itsm(a)otrs.org> Sent: Wednesday, April 2, 2008 8:15:52 AM Subject: Re: [itsm] Export/Import Issues Hi Snehal, > Hi, > > The system log revealed, that in my case, the cause for the error was > the missing perl module Text::CSV_XS. Maybe that's the same for you! > Good Eye! Please run the otrs.checkmodules script to see if you have everything you need to run OTRS :) Raphael, keep up the good community work. > best regards Raphael > > Snehal Desai schrieb: >> Actually mine worked all the way til I hit the export button, when >> the error came. >> >> ----- Original Message ---- >> From: Raphael Matter <matterr(a)googlemail.com> >> To: ITSM User questions and discussions <itsm(a)otrs.org> >> Sent: Tuesday, April 1, 2008 12:32:22 PM >> Subject: Re: [itsm] Export/Import Issues >> >> Hi, >> >> I have the same problems - and there already is a ticket in bugzilla >> (http://bugs.otrs.org/show_bug.cgi?id=2731) >> maybe it's related to the column delimiter of csv. >> I made a test installation of otrs on a different machine and export >> works there - and in the working installation of otrs I can choose the >> csv delimiter in step 3 of the import management. >> but in the bad otrs installation it doesn't ask me for the delimiter in >> step 3. so the problem should be there somewhere! >> >> best regards, raphael >> >> Snehal Desai schrieb: >> > Hello, >> > >> > I can't seem to export my inventory data. This is just some sample >> > data I put in since we are in the testing phase. I'm using the >> > Import/Export Package but it give me the following error. >> > >> > Error: Error occurred. Export impossible! >> > >> > Comment: > Bug Report: > >> > Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Mon >> Mar >> > 31 16:36:45 2008 >> > >> > Message: Error occurred. Export impossible! >> > >> > Traceback (5180): >> > Module: Kernel::Modules::AdminImportExport::Run (v1.17) Line: 1234 >> > Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 >> > Module: >> > >> ModPerl::ROOT::ModPerl::Registry::E_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler >> >> > (v) Line: 47 >> > Module: (eval) (v1.81) Line: 203 >> > Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 >> > Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 >> > Module: ModPerl::Registry::handler (v1.99) Line: 30 >> > >> > >> > Any clues? >> > >> > Thanks. >> > >> ------------------------------------------------------------------------ >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> 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/ > _______________________________________________ > 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/ -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann -----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 Support or consulting for your OTRS::ITSM system? => http://www.otrs.com/

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Re: [itsm] Export/Import Issues
by Snehal Desai 02 Apr '08

02 Apr '08

Actually mine worked all the way til I hit the export button, when the error came. ----- Original Message ---- From: Raphael Matter <matterr(a)googlemail.com> To: ITSM User questions and discussions <itsm(a)otrs.org> Sent: Tuesday, April 1, 2008 12:32:22 PM Subject: Re: [itsm] Export/Import Issues Hi, I have the same problems - and there already is a ticket in bugzilla (http://bugs.otrs.org/show_bug.cgi?id=2731) maybe it's related to the column delimiter of csv. I made a test installation of otrs on a different machine and export works there - and in the working installation of otrs I can choose the csv delimiter in step 3 of the import management. but in the bad otrs installation it doesn't ask me for the delimiter in step 3. so the problem should be there somewhere! best regards, raphael Snehal Desai schrieb: > Hello, > > I can't seem to export my inventory data. This is just some sample > data I put in since we are in the testing phase. I'm using the > Import/Export Package but it give me the following error. > > Error: Error occurred. Export impossible! > > Comment: > Bug Report: > > Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Mar > 31 16:36:45 2008 > > Message: Error occurred. Export impossible! > > Traceback (5180): > Module: Kernel::Modules::AdminImportExport::Run (v1.17) Line: 1234 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 > Module: > ModPerl::ROOT::ModPerl::Registry::E_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler > (v) Line: 47 > Module: (eval) (v1.81) Line: 203 > Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 > Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 > Module: ModPerl::Registry::handler (v1.99) Line: 30 > > > Any clues? > > Thanks. > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ _______________________________________________ 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/

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Re: [itsm] Where is the link to a configuration item (CI) in a ticket?
by longwave＠terra.es 02 Apr '08

02 Apr '08

Hi Robin, Thank you for your document, which clarifies how to do link a CI to a Ticket. What I liked to know is whether it is possible to link to a CI when initiating a new ticket. The conversation of a helpdesk person with a user will be one like this: Client: I have Problem with my computer Helpdesk: What is your computer id? Client: It is 123abc Helpdesk: fine. what is happening to your computer? Client: When I push the on off button nothing happens, the screen stays black. Helpdesk: OK, I recorded the data. We'll have a look at it. ..... Is the recording of the CI number be possible from the start of the ticket? Maybe I am overseeing something, I am new to OTRS. Regards, Enrique. From: Robin Krisher To: longwave(a)terra.es Sent: Thursday, March 27, 2008 8:46 PM Subject: [itsm] Where is the link to a configuration item (CI) in a ticket? Enrique, Attached is an example of how I link a ticket to a piece of inventory. Hope it helps. Cordially, Robin P. Krisher CPE Technician Lubbock Emergency Communication District From: "longwave(a)terra.es" <longwave(a)terra.es> Subject: [itsm] Where is the link to a configuration item (CI) in a ticket? To: itsm(a)otrs.org Message-ID: <14386574.1206634818741.JavaMail.root@cps2> Content-Type: text/plain; charset="utf-8" Hello Otrs'ers, Just installed the OTRS 2.2.5 system with ITSM 1.1.0 Beta1 module. After having added Configuration Items, where is the link to such a CI from a Ticket, as well as for a service and SLA? This would be very useful to us. Thank you, Enrique Gonzalez. Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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Export/Import Issues
by Snehal Desai 01 Apr '08

01 Apr '08

Hello, I can't seem to export my inventory data. This is just some sample data I put in since we are in the testing phase. I'm using the Import/Export Package but it give me the following error. Error: Error occurred. Export impossible! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Mon Mar 31 16:36:45 2008 Message: Error occurred. Export impossible! Traceback (5180): Module: Kernel::Modules::AdminImportExport::Run (v1.17) Line: 1234 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::E_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Any clues? Thanks.

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Some Questions
by Warmuth, Christoph 01 Apr '08

01 Apr '08

Hello everyone Just two quick questions. The first concerns OTRS::ITSM 1.0.6: Is ist possible to add multiple status to a CI, maybe even with an added date? The background of this is, that I need to implement an inventory list, where each item has a number of status attached with a corresponding date, like ordered-2008/04/12, installed-2008/04/20 and so on. This is in order to show the planned future of that certain item. Could this be done, and if so - how? The second question is about the Beta 1.0.93: where do I find: "A structured tree view on services & CIs including informations on each objects current status allows to analyse an incident and calculate the incidents impact on affected services and customers" Have I gone blind - or does my point of view, what a structured tree view is, completely differ from the OTRS view? yours, Christoph _____________________________________ SALT Solutions GmbH Christoph Warmuth IT-Service Wörthstr. 15 97082 Würzburg DEUTSCHLAND Fon: +49.931.3573.400 Fax: +49.931.3573.409 Mail: christoph.warmuth(a)salt-solutions.de www.salt-solutions.de Geschäftsführer: Dr. Bernhard Blüthner, Dieter Heyde, Markus Honold Sitz: Oberpfaffenhofen, AG München, HRB 146081

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Is it possible to change first response time dynamically?
by Aysel Pamuk 31 Mar '08

31 Mar '08

Hello, I have an SLA such as: if working hours (8:00-17:00) First responce time must be 30 mins else First responce time must be 60 mins. Is it possible to do this? Thanks in advance, Aysel Pamuk

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Can you automatically link configuration items to a queue or SLA?
by longwave＠terra.es 28 Mar '08

28 Mar '08

Hi List, Is there a way to link configuration items to a service, SLA or queue? If so, how to do that? Thanks, Enrique Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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Can you automatically link configuration items to a queue or SLA?
by longwave＠terra.es 28 Mar '08

28 Mar '08

Hi List, Anyone knows whether it is possible to link CI's to a queue, service or SLA? If so, how do you do that? Thanks, Enrique. Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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