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ITSM 1.0.3 - error installing ITSMTicket module
by Hein Koorts 02 Oct '07

02 Oct '07

Hi, I'm busy installing OTRS v2.2.3 and want to add the ITSM v1.0.3 modules, but when installing the "ITSMTicket" module via the Package Manager (the opm files are stored locally on my drive), I get the below error: Error: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_r[..] Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Tue Oct 2 08:00:13 2007 Message: Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO package_repository (name, version, vendor, filename, content_size, content_type, content, install_status, create_time, create_by, change_time, change_by) VALUES ('ITSMTicket', '1.0.3', 'OTRS GmbH', 'ITSMTicket-1.0.3.xml', '213', 'text/xml', ?, 'not installed', current_timestamp, 1, current_timestamp, 1)' Traceback (16996): Module: Kernel::System::Package::RepositoryAdd (v1.67) Line: 263 Module: Kernel::System::Package::PackageInstall (v1.67) Line: 565 Module: Kernel::Modules::AdminPackageManager::Run (v1.46) Line: 1083 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_wwwroot_OTRS_otrs_bin_cgi_2dbin_i ndex_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 My system is as follows: MS Server 2003 Apache 2.2.4 MySQL v5.0.37 Perl 5.8.8 build 819 Does someone know how to correct and overcome this? If so, please let me know as I'm very eager to get this application up & running. Thanks, HK

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Config Item
by Gustavo Dias Silveira 25 Sep '07

25 Sep '07

Hi; We have installed the OTRS 2.2.2 with ITSM 1.0.2 at Oracle10g. I have created a Config Item and when I click on this Config Item to list or edit his parameters e receive the following erro: Can't use an undefined value as an ARRAY reference at ../..//Kernel/System/XML.pm line 272. Could you help me? I wait for a reply. Gustavo Dias Silveira Infra-estrutura gustavo(a)immediate.com.br Oracle DBA Certified Professional +55 51 8403.1196 Gustavo Dias Silveira Infra-estrutura gustavo(a)immediate.com.br Oracle DBA Certified Professional (OCP) ITIL (IT Infrastructure Library) Foundation Certified +55 51 8403.1196 Immediate Consultoria e Sistemas Rua Washington Luiz, 820 cj 902 Porto Alegre - RS - 90010-460 Fone/Fax: +55 51 3212.8444 HYPERLINK "http://www.immediate.com.br"http://www.immediate.com.br No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.488 / Virus Database: 269.13.27/1020 - Release Date: 9/20/2007 12:07 PM

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Export Config Item data to CSV
by Robert Kruk 17 Sep '07

17 Sep '07

Hi i have added all our hardware and computer information (name, model serial# etc) into the config item area. I now want to export the data from the Config Item area for the computer and hardware information into a CSV file. The csv file will be used to create "asset" labels to be placed on all our hardware. Is this possible? i am using otrs 2.2.2 and itsm 1.0.2 ******************************************************** NOTICE If you are not an authorised recipient of this e-mail, please contact Brisbane Lions immediately by return e-mail or by telephone on 61-7-33351777. In this case, you should not read, print, re-transmit, store or act in reliance on this e-mail or any attachments, and should destroy all copies of them. This e-mail and any attachments are confidential and may contain legally privileged information and/or copyright material of Brisbane Lions or third parties. You should only re-transmit, distribute or commercialise the material if you are authorised to do so. This notice should not be removed. ********************************************************

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ConfigItem Search - order by name
by Robert Kruk 17 Sep '07

17 Sep '07

When doing a search in ConfigItem it defaults to order by 'last updated'. how do i order by name or number? ******************************************************** NOTICE If you are not an authorised recipient of this e-mail, please contact Brisbane Lions immediately by return e-mail or by telephone on 61-7-33351777. In this case, you should not read, print, re-transmit, store or act in reliance on this e-mail or any attachments, and should destroy all copies of them. This e-mail and any attachments are confidential and may contain legally privileged information and/or copyright material of Brisbane Lions or third parties. You should only re-transmit, distribute or commercialise the material if you are authorised to do so. This notice should not be removed. ********************************************************

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Concepts of Queues vs. Services
by Marc Gumbold 17 Sep '07

17 Sep '07

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Re: [itsm] Page for Freetext-fields gone
by Mail 17 Sep '07

17 Sep '07

Thx Alex,Philippe I now have the free fields options available. regards Prabhakar ----- Original Message ---- From: Alexander Scholler <alexander.scholler(a)augsburg.de> To: OTRS:@slm10105.augsburg.de Sent: Monday, 17 September, 2007 2:23:24 PM Subject: Re: [itsm] Page for Freetext-fields gone Hi, Philippe de LUSSY schrieb: > Hi > > I encounter the same problem , following instaling ITSM ( which > enables the ITSM fields, but de-activate the FreeText field) : > > Was solved doing the following : > > within Admin / (Misc) sysconfig > > in Group "Ticket" , module : Core::TicketFreeText > > activate the needed FreeTExtxxxx and midify > the Key / content as needed > > within group "Ticket" module : > Frontend::Agent::ModuleRegistration > > re-activate the module > Frontend::Module###AgentTicketFreeText: > > within group "Ticket" module: > Frontend::Agent::Ticket::MenuModule > > re-activate : > Ticket::Frontend::MenuModule###310-FreeText: > > > ANd normally , in the Zoom view you can now re-access the FreeTExt > field menu I can confirm this. > > Regards > > Philippe > At 05:25 17/09/2007, Mail wrote: >> Hi Alex, Could you please let me knwon on how to enable to free field >> options back again. Thx for your help. regards Prabhakar Try >> the revolutionary next-gen Yahoo! Mail. Go to >> http://mrd.mail.yahoo.com/dc/landing > _______________________________________________ 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/ Get the freedom to save as many mails as you wish. To know how, go to http://help.yahoo.com/l/in/yahoo/mail/yahoomail/tools/tools-08.html

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Page for Freetext-fields gone
by Mail 17 Sep '07

17 Sep '07

Hi Alex, Could you please let me knwon on how to enable to free field options back again. Thx for your help. regards Prabhakar Try the revolutionary next-gen Yahoo! Mail. Go to http://mrd.mail.yahoo.com/dc/landing

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Hi
by Mail 15 Sep '07

15 Sep '07

Hi, OTRS:ITSM has some great features and we are planning to migrate to OTRS:ITSM. Do we have any training institutes back in Bangalore,India for deeper understanding.If no training institutes do we have a document which take me through the features and configuraion settings. Thx for your help in advance. Regards Prabhakar Unlimited freedom, unlimited storage. Get it now, on http://help.yahoo.com/l/in/yahoo/mail/yahoomail/tools/tools-08.html/

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Re: [itsm] Addin a "possible Partner" (complement )
by Philippe de LUSSY 14 Sep '07

14 Sep '07

In adtdition to the previous email, I wish to be able to link ConfigItem to a Company , or at least a Customer USers how to create a new possible Partner in the PossiblePartner subgroup ? ( I have try to modify the ITSMConfigItem.xml file without any results : can not obtain the "CustomerCompnay" in the pop-up in the link add screen : got '-' ) in fact my real problem is the find the Key for CustomerCompany As I get an error : [Fri Sep 14 09:48:25 2007][Error][Kernel::System::LinkObject2::_LoadBackend][717] Module 'Kernel::System::LinkObject2::CustomerCompany' not found! Regards Philipe Philippe de LUSSY Tel : 33 (0) 5 49 49 57 70 Chairman - CEO Mobile : 33 (0) 6 20 14 76 04 Email : philippe.delussy(a)e-qual.fr Fax : 33 (0) 5 49 49 01 16 e-Qual Arobase 2 Avenue du Futuroscope Teleport 1 86360 CHASSENEUIL DU POITOU France

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Re: [itsm] (no subject)
by Robert Kruk 14 Sep '07

14 Sep '07

There should be more info, not just name and state. have you done anything to the configuration or is it a standard install? I would reinstall itsm, making sure all components are installed correctly. before you do that, You can also check the config. look at this link. http://doc.otrs.org/itsm/1.0/en/html/x617.html On Thu, 2007-09-13 at 22:24 -0500, Kevin Valleroy wrote: > I am working with ITSM and I am having some trouble. When I create a > new config item, I do not have any fields to add the detail for the > item. The only information that I can add is the system name and state. > If I try to edit it, those are the only fields that I have. Shouldn't > there be other information such as networking information or serial > number? I am I missing a setting to turn this on? > > Kevin > _______________________________________________ > 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/ ******************************************************** NOTICE If you are not an authorised recipient of this e-mail, please contact Brisbane Lions immediately by return e-mail or by telephone on 61-7-33351777. In this case, you should not read, print, re-transmit, store or act in reliance on this e-mail or any attachments, and should destroy all copies of them. This e-mail and any attachments are confidential and may contain legally privileged information and/or copyright material of Brisbane Lions or third parties. You should only re-transmit, distribute or commercialise the material if you are authorised to do so. This notice should not be removed. ********************************************************

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