- itsm - OTRS mailing lists

Process Management - Setting the Title
by Chris Bissell 02 Aug '13

02 Aug '13

I'd like to set the title of a process ticket with specific values set by users in the course of the process. It is a order setup process, and I would like to set the Service (ITSM Field) and the value of DynamicField_DueDate in the Title. Can this be done with a Transition Action? I see where I can set the title, but I'm unclear if I can use a variable in the Title. Thanks -- Chris Bissell - Network Architect FRII - 970.212.0723 cbissell(a)frii.net

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RFC ticket to Change OTRS
by Asma Ali 27 Jul '13

27 Jul '13

In OTRS we can create a Change from RFC. I want to know is it possible to automatically copy the Textfrom ticket to Change Description whenever user creates a change from RFC type ticket.

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AUTOMÁTICO: Estarei em férias (retorna em 11/08/2013)
by ivan.souza＠copel.com 24 Jul '13

24 Jul '13

Estarei ausente do escritório até 11/08/2013 Olá Estarei em férias, qualquer situação com o OTRS, favor procurar o Louis Guilherme Marcondes ou Paulo Rogerio Kava abrindo um chamdo para fila Técnico::Suporte ao Gerenciamento de Serviços de TI (OTRS) ou se preferir aguarde meu retorno. Obrigado Nota: esta é uma resposta automática à sua mensagem "[itsm] OTRS Change State Machine" enviado em 24/07/2013 08:35:21. Esta é a única notificação que você receberá enquanto esta pessoa estiver ausente. Esta mensagem e seus anexos foram verificados por software anti-vírus. Recomenda-se que não sejam abertos e/ou executados anexos de mensagens de conteúdo ou remetente duvidoso.

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OTRS Change State Machine
by Asma Ali 24 Jul '13

24 Jul '13

Hi, In OTRS Change State Machine Diagram we have state retracted. My question is it possible to go back from retracted state to its previous state , for example if requested state to retracted state then next time the system should show possibility from retracted state to requested state similary from approved to retracted and backward to retracted to approved state The system should show only that state from where it was retracted. thanks

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Dynamic Fields for ITSM change management
by Asma Ali 10 Jul '13

10 Jul '13

hi The current version of change management supports free text fields and these fields only support dropdown function. I was wondering is it possible to have textarea or checkbox for changes like we have for tickets (dynamic fields).

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Problem with PostMaster Filter
by Asma Ali 09 Jul '13

09 Jul '13

Hi , I am using OTRS ITSM change Management module and I created a Postmaster Filter to reject the mail if the mail subject contains the Change number. So that new ticket should not be created based on this change number. My problem is when I run the script I got error : Got no UserObject! at /opt/otrs/Kernel/System/ITSMChange.pm line 108. The snippet of my logic is : my $ChangeID = $Self->{ChangeObject}->ChangeSearch( ChangeNumber => $CNumber, UserID => 1, ); if ($ChangeID){ $Param{GetParam}->{'X-OTRS-Ignore'} = 'yes'; } Can some1 tell me what is missing

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Automatic creation of ticket when change is created
by Asma Ali 03 Jul '13

03 Jul '13

Hi I am looking for a way to create a ticket when change is created and this ticket should be linked with this change automatically for example Create an AutoLink between Change and Ticket .when a key User (Change Manager) creates a new change then this change should be linked to a automatically created ticket. thanks

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AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPL...
by thildenbrandt＠mbs-stromwandler.de 10 Jun '13

10 Jun '13

Vielen Dank für Ihre E-Mail! Ich bin in der Zeit von 2013-05-21 bis 2013-06-07 nicht erreichbar. In dringenden Fällen wenden Sie sich bitte an meinen Kollegen, Herrn Bernd Klopfer (bernd.klopfer(a)mbs-ag.com, Telefon: +49 7976-9871-800). Ihre E-Mail wird nicht weitergeleitet. Mit freundlichen Grüßen aus Sulzbach / Best regards from Sulzbach / MBS AG Eisbachstraße 51 74429 SulzbachLaufen, Germany Telefon: Telefax: E-Mail: Web:www.mbs-ag.com Vorstand - Eigentümer / Chairman - Proprietor: Prof. Dr. h.c. Wolfgang Gilgen Vorsitzender des Aufsichtsrates / Chair of Board of Directors: Dr. Raimund Baumann Sitz der Gesellschaft / Registered Office: Sulzbach-Laufen Handelsregister / Commercial Register: Amtsgericht Stuttgart HRB 724515 USt-IdNr. / VAT Registration No.: DE 146782908 Steuer-Nr. / Tax No.: 84060/01857

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AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPL...
by thildenbrandt＠mbs-stromwandler.de 08 Jun '13

08 Jun '13

Vielen Dank fr Ihre E-Mail! Ich bin in der Zeit von 2013-05-21 bis 2013-06-07 nicht erreichbar. In dringenden Fllen wenden Sie sich bitte an meinen Kollegen, Herrn Bernd Klopfer (bernd.klopfer(a)mbs-ag.com, Telefon: +49 7976-9871-800). Ihre E-Mail wird nicht weitergeleitet. Mit freundlichen Gren aus Sulzbach / Best regards from Sulzbach / MBS AG Eisbachstrae 51 74429 SulzbachLaufen, Germany Telefon: Telefax: E-Mail: Web:www.mbs-ag.com Vorstand - Eigentmer / Chairman - Proprietor: Prof. Dr. h.c. Wolfgang Gilgen Vorsitzender des Aufsichtsrates / Chair of Board of Directors: Dr. Raimund Baumann Sitz der Gesellschaft / Registered Office: Sulzbach-Laufen Handelsregister / Commercial Register: Amtsgericht Stuttgart HRB 724515 USt-IdNr. / VAT Registration No.: DE 146782908 Steuer-Nr. / Tax No.: 84060/01857

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AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPL...
by thildenbrandt＠mbs-stromwandler.de 08 Jun '13

08 Jun '13

Vielen Dank fr Ihre E-Mail! Ich bin in der Zeit von 2013-05-21 bis 2013-06-07 nicht erreichbar. In dringenden Fllen wenden Sie sich bitte an meinen Kollegen, Herrn Bernd Klopfer (bernd.klopfer(a)mbs-ag.com, Telefon: +49 7976-9871-800). Ihre E-Mail wird nicht weitergeleitet. Mit freundlichen Gren aus Sulzbach / Best regards from Sulzbach / MBS AG Eisbachstrae 51 74429 SulzbachLaufen, Germany Telefon: Telefax: E-Mail: Web:www.mbs-ag.com Vorstand - Eigentmer / Chairman - Proprietor: Prof. Dr. h.c. Wolfgang Gilgen Vorsitzender des Aufsichtsrates / Chair of Board of Directors: Dr. Raimund Baumann Sitz der Gesellschaft / Registered Office: Sulzbach-Laufen Handelsregister / Commercial Register: Amtsgericht Stuttgart HRB 724515 USt-IdNr. / VAT Registration No.: DE 146782908 Steuer-Nr. / Tax No.: 84060/01857

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