- itsm - OTRS mailing lists

Quick question to installation
by Warmuth, Christoph 22 Feb '08

22 Feb '08

Hello! We have been testing OTRS::ITSM for quite a while, and now we want to go live. So here are my two questions: Is it possible to install the ITSM modules without a downtime into the running system? Is it possible to uninstall the ITSM components to get back to the standard OTRS? (Certainly everything is backed up) sorry for these stupid questions, but I couldn't find anything in the manual... Thanks in advance, 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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CustomerUser <-> Services.
by Mike Blamires 20 Feb '08

20 Feb '08

All, I am currently evaluating OTRS for part of my organisation and have hit a stumbling block with regards to services, I can only map services to Customer Users on an account by account basis and I can't associate the services with anything else. It would be suitable to simply allow all Customer Users to raise a ticket on all services, perhaps in the future tailoring it a little to give specific lists of services for specific customer users. I am not sure if I am missing some configuration or missing something in the concept and this isn't what I should be doing, the so far good documentation is all a bit vague in these areas. I am configuring OTRS:ITSM 1.0.4 powered by OTRS 2.2.4. Many Thanks, Mike This email has been scanned for all viruses by Clearswift MIMEsweeper. Please consider the environment before printing this email. The content of this email and any attachment is private and may be privileged. If you are not the intended recipient, any use, disclosure, copying or forwarding of this email and/or its attachments is unauthorised. If you have received this email in error please notify the sender by email and delete this message and any attachments immediately. Nothing in this email shall bind the Company or any of its subsidiaries or businesses in any contract or obligation, unless we have specifically agreed to be bound. Please feel free to visit our website: www.kcom.com KCOM Contact Centres Limited is part of the KCOM Group PLC whose registered office is at 37 Carr Lane, Hull, HU1 3RE. Registered in England and Wales under number 3703097. 118800 - KCOM UK Directory Enquiries. Calls cost 59p connection + 8p per minute including VAT from a BT landline. Call charges from mobiles and other networks may vary.

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Issues with Fetchmail
by Wes Sothard 19 Feb '08

19 Feb '08

I am having problems with Fetchmail communicating with my mail server. In the "simple example" section of /opt/otrs/.fetchmailrc.dist I have the following type: #poll <MAIL_SERVER> protocol POP3 user <MAIL_USERNAME> pass <MAIL_PASSWORD> is <LOCAL_OTRS_USERNAME> here Poll ********** protocol POP3 port **** user ********* pass ******* is ******* here (***** represents the info I typed in) Yet when I run: cat ../doc/test-email-1.box | ./PostMasterPOP3.pl The system gives me a - Message: Can't connect to ********* I am not sure where I am going wrong here. When I run: cat ../doc/test-email-1.box | ./PostMaster.pl I get the test email every time, but it is just not liking talking to my mail server. Thank you for your time, Wes Sothard

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Receiving email tickets
by Wes Sothard 18 Feb '08

18 Feb '08

I have loaded up the cron jobs per the instructions. Everything checks out as the directions show. However, OTRS is not pulling anything in from the mailbox. Is there something more that I have missed? Thank you, Wes Sothard

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Receiving email tickets
by Wes Sothard 15 Feb '08

15 Feb '08

Thank you Steve! How does ITSM know to check the box? How often does it do that? I set everything as I "think" it should be, but I am getting nothing into my "Production" queue. Thank you, Wes Sothard

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Receiving email tickets
by Wes Sothard 15 Feb '08

15 Feb '08

I am stuck on trying to receive an email and have it automatically generate a ticket. I then want it to be auto routed to a specific queue. I am not able to find the how to in the manual, so I am here. Can someone help me out on this? Thank you all in advance for any help, Wes Sothard

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add Column to Overview of CI
by Tan D. Nguyen 12 Feb '08

12 Feb '08

Hi! I would like to add a column to the overview of CI's. How can I read out the XML Content when i got the ConfigItems ID and the lastversion? It don't have to be dynamic. I figured out that i have to change AgentITSM AgentITSMConfigItemSearch to change the search. But how can I get the values of my own defined Attributes? Thanks Tan

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Who takes care of this forum?
by Ruediger Lemke 06 Feb '08

06 Feb '08

GletscherHello, All, i'm following this forum since several weeks. The questions are similar. But i don't find any answers or hints how to proceed. Is there anybody out there who is member of the developer team and takes care of this forum? If so, then please tell me: - what is the plan? - is there any roAdmap? - who is responsible? Thank you in advance. best regards Rüdiger

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itsm and ocs inventory integration
by Christian McHugh 06 Feb '08

06 Feb '08

Is there any way to sync computer inventory from ocs to itsm? It looks like the only way to enter data into itsm it to enter it manually, but it would be very helpful if it could pull data from ocs' automated system. Thanks, Christian McHugh Northern Arizona University

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RE: [itsm] General catalog and ConfigItem Classes
by Gustavo Dias Silveira 01 Feb '08

01 Feb '08

In Your Config.pm file you can put these environment configurations: $ENV{'ORACLE_HOME'} = '/app/oracle/product/10.1.0'; $ENV{'NLS_DATE_FORMAT'} = 'yyyy-mm-dd hh24:mi:ss'; $ENV{NLS_LANG} = "american_america.we8iso8859p1"; Regards ilegra immediate Gustavo Dias Silveira Equipe Infra-estrutura Oracle DBA Certified Professional (OCP) ITIL (IT Infrastructure Library) Foundation gustavo(a)ilegra.com fone : 55 51 3212 8444 - 55 51 9196 6632 rua washington luiz, 820 cj. 902 centro | poa rs | brasil | cep: 90010-460 www.ilegra.com -----Original Message----- From: Gustavo Dias Silveira [mailto:gustavo@ilegra.com] Sent: Wednesday, January 30, 2008 5:19 PM To: 'OTRS::ITSM User questions and discussions' Subject: RE: [itsm] General catalog and ConfigItem Classes In Your Config.pm file you can put these environment configurations: $ENV{'ORACLE_HOME'} = '/app/oracle/product/10.1.0'; $ENV{'NLS_DATE_FORMAT'} = 'yyyy-mm-dd hh24:mi:ss'; $ENV{NLS_LANG} = "american_america.we8iso8859p1"; Regards ilegra immediate Gustavo Dias Silveira Equipe Infra-estrutura Oracle DBA Certified Professional (OCP) ITIL (IT Infrastructure Library) Foundation gustavo(a)ilegra.com fone : 55 51 3212 8444 - 55 51 9196 6632 rua washington luiz, 820 cj. 902 centro | poa rs | brasil | cep: 90010-460 www.ilegra.com -----Original Message----- From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of DAVID SALGADO VIDAL Sent: Wednesday, January 30, 2008 4:55 PM To: OTRS::ITSM User questions and discussions Subject: RE: [itsm] General catalog and ConfigItem Classes I've looked my log, and when OTRS's install module tries to insert records into the tables, it doesn't work and report this error. Jan 29 10:05:56 servotrs01 OTRS-CGI-10[11019]: [Error][Kernel::System::Package::PackageInstall][Line:601]: ORA-01861: el literal no coincide con la cadena de formato (DBD ERROR: error possibly near <*> indicator at char 166 in 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, ch ange_time, change_by) VALUES ('ITSM::Core::Impact', '2 low', 1, <*>'2008-01-29 10:05:56', 1, '2008-01-29 10:05:56', 1)'), SQL: 'INSERT INTO general_catalog (general_catalog_class, name, valid_id, create_time, create_by, change_time, change_by) VALUES ('ITSM::Core::Impact', '2 low', 1, '2008-01-29 10:05:56', 1, '2008-01-29 10:05:56', 1)' I´ve found that this error happen when the SQL sentence doesn't use the TO_DATE() function and try to insert a string into a date field. A solution is to use the function and another set the NLS_DATE_FORMAT session variable. But, can I do OTRS install module use it? How? Thanks. Best Regards. David Salgado Vidal david.salgado(a)mundivia.net Telf. 942 355 931 http://www.mundivia.net -----Mensaje original----- De: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] En nombre de Manuel Hecht - OTRS AG Enviado el: lunes, 07 de enero de 2008 11:18 Para: 'OTRS::ITSM User questions and discussions' Asunto: AW: [itsm] General catalog and ConfigItem Classes Hi David That's not normal! Please have a look at your OTRS log and your database log to find the cause of the problem. Best regards, Manuel Hecht ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18 http://www.otrs.com/ :: Communication with success! -----Ursprüngliche Nachricht----- Von: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von DAVID SALGADO VIDAL Gesendet: Mittwoch, 2. Januar 2008 20:32 An: OTRS::ITSM User questions and discussions Betreff: [itsm] General catalog and ConfigItem Classes Hi. I've installed otrs ITSM 1.0.4 modules without errors, but I haven't any Catalog Class and any ConfigItem Class. It is normal? I remember that it does not happen in previous versions, those I tried. Could be? My installation is Linux Red Hat ES 4 with Oracle 10 client, and my database is Oracle 9i. Thank you. Best regards. David Salgado Vidal david.salgado(a)mundivia.net Telf. 942 355 931 http://www.mundivia.net ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. 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Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------ _______________________________________________ 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/ No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.19.16/1251 - Release Date: 1/30/2008 9:29 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.516 / Virus Database: 269.19.16/1251 - Release Date: 1/30/2008 9:29 AM No virus found in this outgoing message. Checked by AVG Free Edition. 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