- itsm - OTRS mailing lists

Where is the link to a configuration item (CI) in a ticket?
by longwave＠terra.es 27 Mar '08

27 Mar '08

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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How do I display the whole machine park in the Configuration Items?
by longwave＠terra.es 27 Mar '08

27 Mar '08

Hello, Is there a way to have a display of all the Configuration Items from the OTRS/ITSM module? Thank you, Enrique. Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.

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Equipment discovery and tracking.
by Wes Sothard 21 Mar '08

21 Mar '08

I am wondering if it is possible to track equipment with OTRS. If so, is it also possible to have it find all the equipment attached to the network? Thank you, Wes Sothard

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Service and SLA selection at ticket creation time
by Aysel Pamuk 17 Mar '08

17 Mar '08

Hi, Although there are SERVICE and SLA field for ticket, I can only select the queue at ticket creation. What should I do to change the service and SLA of the ticket? Thanks in advance, Aysel

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Config Item
by Aysel Pamuk 17 Mar '08

17 Mar '08

Hello, How can I add a new configuration item. For example, I have computer class and want to add computers. Thanks in advance, Aysel

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Looking for feature information
by Lambert, Derek 10 Mar '08

10 Mar '08

I am evaluating OTRS::ITSM to replace our current HEAT implementation. One of the features we use heavily in HEAT is the ability to give multiple assignments to groups and/or users on a ticket. In the feature lists for OTRS::ITSM it lists the ability to have subtickets and work packages/assigned tasks. We'd like to have the ability to give a user (or a whole group, and then a user in that group could take ownership) a task and track the status (even a simple complete/in process would do). Is this something the software can currently do, or is it a planned feature? If it is planned, is it currently being developed for an upcoming release? Any information would be extremely helpful. I'm confident that OTRS::ITSM can be used to meet our needs, but it is starting to look like we're going to have to reevaluate some of our current processes. Thanks for your help! Derek J. Lambert Technical Support Analyst IT Operations Support Fiskars Brands, Inc.

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Some questions related to OTRS use
by Abhay Elkunchwar 06 Mar '08

06 Mar '08

Hi, I stared using the OTRS recently. I have following questions which could be the basic ones but really interested to get the answers. 1. How to change the default owner when creating a new ticket through customer panel. Currently I can select the queue but the owner always shows the "root@localhost" 2. I am not understanding the concept of SERVICE & SLA from Admin --> System I have assigned the new service to a customer & also created one SLA & linked with one of service but further more how to use with the customer tickets. ~Abhay DISCLAIMER ========== This e-mail may contain privileged and confidential information which is the property of Persistent Systems Ltd. It is intended only for the use of the individual or entity to which it is addressed. If you are not the intended recipient, you are not authorized to read, retain, copy, print, distribute or use this message. If you have received this communication in error, please notify the sender and delete all copies of this message. Persistent Systems Ltd. does not accept any liability for virus infected mails.

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Cannot choose Services & SLA's in TicketView
by Franz Ferdinand Esberger 03 Mar '08

03 Mar '08

Hi, Running OTRS since the 1.x days we now upgraded from 2.0.4 to 2.2.5 and ITSM 1.0.5. Installation was pretty easy, we defined Locations, Services and Response SLA's and connected them. We have existing Queues eg. FirstLevel, SecondLevel - but it happens that in CustomerOverview, while creating a new Ticket, the DropdownFields for SLA and Service are there, but empty? In AgentView while trying to create eg. an email Ticket, the very same thing - do i miss anything out ? Is'nt it possible to connect Services&SLA's to existing Queues ? Can someone point me into the right direction ? cheers, FranzF.

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Antw: itsm Digest, Vol 10, Issue 12 (Abwesenheit)
by Reto Schubnell 25 Feb '08

25 Feb '08

Ich bin vom 25.02.2008-26.02.2008 abwesend Meine Stellvertretung ist wie folgt geregelt: CARI / SAN / Storage / AIX Stefan Heinrichs Linux / Proxy Giovanni Pellicia VMware ESX Roger Hafner In Notfällen bin ich telefonisch erreichbar

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itms is no longer in otrs package manager?
by Ali M. 24 Feb '08

24 Feb '08

Why is that so? Why can't I get the itms packages from the itms package manager?

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