- itsm - OTRS mailing lists

sending email problem
by Andrew 26 Dec '07

26 Dec '07

Hi All, I just setup OTRS v2.2 I wish to enable the sending of email when a ticket is created/etc. (I have ticked/selected all the options I could see). The emails don't come through, and I found this in the logs: OTRS-CGI-10[25740]: [Notice][Kernel::System::Notification::NotificationGet] Can't find notification for Agent::NewTicket and ar_SA, try it again with en! Running Debian Sarge. Any help appreciated... I googled, but didn't find anything relevant. Thanks, Andrew

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Eric Belcher is out of the office.
by ebelcher＠esriaustralia.com.au 25 Dec '07

25 Dec '07

I will be out of the office starting 24/12/2007 and will not return until 07/01/2008. I will respond to your message when I return. _________________________________________________________ Level 3, 111 Elizabeth Street, Brisbane QLD 4000 PO Box 15459, Brisbane City East QLD 4002 P +61 (0)7 3218 4100 F +61 (0)7 3211 1310 E connect(a)esriaustralia.com.au W http://www.esriaustralia.com.au Freecall 1800 447 111 _________________________________________________________ Have you visited ESRI Australia’s NEW website? See how ESRI Australia can help you leverage your location intelligence www.esriaustralia.com.au _________________________________________________________ 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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AW: [itsm] Migration from OTRS to OTRS ITSM (Manuel Hecht - OTRS AG)
by Antonio Sarmiento 24 Dec '07

24 Dec '07

Hi Manuel: Yes I did that, but what do you understand by a "clear installetion".?? I undestood that like a new installation ?? And the current and old tickets ? Don´t have problem the system with old ticket without the itsm fields, links, types, etc ?? Thanks and Merry Christmas Antonio

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Migration from OTRS to OTRS ITSM
by Antonio Sarmiento 23 Dec '07

23 Dec '07

Hi, Is posible the migration from a production system OTRS 2.2.4 to OTRS ITSM 1.0.4 ?? Thanks Antonio

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Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied!
by Rico Corpuz 11 Dec '07

11 Dec '07

I am receiving an error when attempting to access SysConfig under admin. Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! I have changed the permissions on the /pm file to be rwxrwxrwx to verify it wasn't a permissions issue with the file itself. I am a bit lost here. ERROR: OTRS-CGI-09 Perl: 5.8.8 OS: linux Time: Mon Dec 10 20:19:46 2007 Message: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Traceback (8343): Module: Kernel::System::Config::WriteDefault (v1.64) Line: 247 Module: Kernel::Modules::AdminSysConfig::Run (v1.61) Line: 54 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47

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Building workflow
by Antonio Sarmiento 06 Dec '07

06 Dec '07

Hi: Who can help me? where can I find informatio about workflow building ?? Thanks Antonio

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Error creating tickets on fresh install
by Rico Corpuz 05 Dec '07

05 Dec '07

I have a fresh install of OTRS and I am getting inconsistent errors creating tickets. 9 out of 10 tries I am getting the error listed below when creating a ticket. I believe I have set the permissions correctly. Any ideas? Tue Dec 4 20:45:18 2007 error OTRS-CGI-09 Can't write /var/log/otrs/TicketCounter.log: Permission denied Tue Dec 4 20:45:18 2007 notice OTRS-CGI-09 Tn (2007120409000012) exists! Creating a new one.

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Tickets Response and Resolve time
by Mail 05 Dec '07

05 Dec '07

Hi, How can we calculate the respone and reslove time of each ticket in OTRS. Also is it possible to update the free fields mandatirely before closing the tickets. Any help would be greatly appreciated. regards, Prabhakar Explore your hobbies and interests. Go to http://in.promos.yahoo.com/groups

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Re: Linking services to customers (Christian Schoepplein)
by Paul Rhein 30 Nov '07

30 Nov '07

Hi Christian, Shame on me. Thanks a bunch ! -p.

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Linking services to customers
by Paul Rhein 29 Nov '07

29 Nov '07

Hi list, Base: otrs 2.2.4. and the itsm 1.0.4 modules. I am preparing a presentation of the ITSM features in OTRS. I would like to create tickets in phone view and use the service field to assign them to a service. Digging the archives I found an entry where it says, that to do so, I first need to create the services and link them to customers. I added 'services' in the GUI, and changes to the LinkedObject2Services.xml file to have 'customers' as possible partners and added some 'link types' too. So far so good but now otrs complains about the missing files '../LinkedObject2/Customer.pm', so I wondered if need to code all those files to be able to link customers to services ? Has somebody done this before ? Do I miss a crucial point ? Is there a howto ? Any help welcomed. thx Paul

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