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Handle different companies with otrs itsm
by Niels Przybilla 04 Sep '07

04 Sep '07

Hi, Is it possible to seperate customers and their according hardware with otrs and itsm ? It seems that when I create a computer it is available general ... Thnaks for your help and best regards Niels Przybilla Inhaber SF-Design ---------------------------------------------- Niels Przybilla SF-Design Unser Geschäft basiert auf Mund zu Mund Propaganda und Empfehlungen. Wenn Sie jemanden kennen, der unsere Dienste gebrauchen kann, teilen Sie uns dieses bitte mit. Wenn Sie einen bestimmten Service, egal ob privat oder geschäftlich brauchen, sprechen Sie uns an. Wir können Ihnen bestimmt einen unserer zuverlässigen Geschäftspartner empfehlen. SF-Design Przybilla & Bottereau GbR Kurfürstendamm 125a 10711 Berlin Tel: 030 - 89 00 67 16 Fax: 030 - 89 00 67 17 e-mail: np(a)sf-design.net http://www.sf-design.net

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Re: AW: [itsm] Configuratio Items
by Ernesto Silva 28 Aug '07

28 Aug '07

THANK YOU VERY MUCH, ja ja, stupid me, I didn't saw the button before. Again, many thanks. -- Ernesto Silva. Coordinador de Desarrollo Web y Sistemas Abiertos Centro de Procesamiento de Datos Universidad ORT Uruguay. E-mail: silva(a)ort.edu.uy Tel: (+598-2) 902-1505 ext. 206 Fax: (+598-2) 900-2952 Manuel Hecht wrote: > Hi Ernesto > > Klick on the "New" Button in the Navigation Bar at the top of the page to > add a new CI. > > Have a look at the OTRS::ITSM basic manual for more information: > http://www.otrs.com/en/download/manuals/ > > > Best regards, > Manuel Hecht > > ((otrs)) :: OTRS GmbH :: 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 > Ernesto Silva > Gesendet: Montag, 27. August 2007 23:14 > An: itsm(a)otrs.org > Betreff: [itsm] Configuratio Items > > Hi, > I'm evaluation OTRS + ITSM and this may be a very stupid question, > but still... How can I add an new Configuration Item like a computer, > software, etc.? I don't want to create a new class, just a new CI. > > Regards, > >

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Configuratio Items
by Ernesto Silva 28 Aug '07

28 Aug '07

Hi, I'm evaluation OTRS + ITSM and this may be a very stupid question, but still... How can I add an new Configuration Item like a computer, software, etc.? I don't want to create a new class, just a new CI. Regards, -- Ernesto Silva. Coordinador de Desarrollo Web y Sistemas Abiertos Centro de Procesamiento de Datos Universidad ORT Uruguay. E-mail: silva(a)ort.edu.uy Tel: (+598-2) 902-1505 ext. 206 Fax: (+598-2) 900-2952

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SLA management
by ramms＠aeiou.pt 09 Aug '07

09 Aug '07

I would like to know how I fulfill the SLA within a ticket. For satisfy "First response time" I already discovered that I need to send an e-mail to the customer, and then the countdown in the ticket zoom stops. That was nice! Now, I am trying to satisfy "Update Time" and "Solution Time", but I didn't found how to do it. The time is continually coming down, even when I close the ticket... Can you help me? Thanks! jcg _________________________________________________________ Já conhece o novo AEIOU ? http://www.aeiou.pt

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RE: Link Location to ConfigItem
by Geoff Cole 31 Jul '07

31 Jul '07

Thanks Matthew for the info, I can see how that works now! I was hoping to add the Location in as a field in the ConfigItem, but if this is the way to do I will work around it! Thanks again Geoff Date: Tue, 31 Jul 2007 09:51:15 +1000 From: "Matthew Joyce" <MJoyce(a)ccia.unsw.edu.au> Subject: RE: [itsm] Link Location to ConfigItem To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> Message-ID: <2A67EA781EC7F949A2AB0A0D07A86C6A0286B4CB(a)mail01.ccia.local> Content-Type: text/plain; charset="us-ascii" You can define locations and define CIs. Examine a CI and select link, then add a link to a Location object. Though, I defined : Computer - connected to - Network - related to - Location I'm somewhat new to ITSM too, so I may have this wrong. please report back. Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research ________________________________ From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Geoff Cole Sent: Tuesday, 31 July 2007 1:17 AM To: itsm(a)otrs.org Subject: [itsm] Link Location to ConfigItem Hi, I am fairly new to otrs, so please bear with me if this has been asked before! I would like to link Items to a location (possibly through a drop down menu). Is this possible and if so, how? Thanks in advance Geoff

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RE: [itsm] Link Location to ConfigItem
by Matthew Joyce 30 Jul '07

30 Jul '07

You can define locations and define CIs. Examine a CI and select link, then add a link to a Location object. Though, I defined : Computer - connected to - Network - related to - Location I'm somewhat new to ITSM too, so I may have this wrong. please report back. Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research ________________________________ From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Geoff Cole Sent: Tuesday, 31 July 2007 1:17 AM To: itsm(a)otrs.org Subject: [itsm] Link Location to ConfigItem Hi, I am fairly new to otrs, so please bear with me if this has been asked before! I would like to link Items to a location (possibly through a drop down menu). Is this possible and if so, how? Thanks in advance Geoff

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Link Location to ConfigItem
by Geoff Cole 30 Jul '07

30 Jul '07

Hi, I am fairly new to otrs, so please bear with me if this has been asked before! I would like to link Items to a location (possibly through a drop down menu). Is this possible and if so, how? Thanks in advance Geoff

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RE: [itsm] Service query
by Matthew Joyce 30 Jul '07

30 Jul '07

So I need to assign *all* services with *all* customers ? Is that right ? Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research ________________________________ From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Manuel Hecht Sent: Friday, 27 July 2007 8:46 PM To: 'OTRS::ITSM User questions and discussions' Subject: AW: [itsm] Service query Hi Yes, this is ok!! You must link your customers to the services using the "Customer <-> Service"-Mask in the Admin interface. Mit freundlichen Grüßen Manuel Hecht ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18 http://www.otrs.com/ :: Communication with success! Von: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Matthew Joyce Gesendet: Freitag, 27. Juli 2007 06:19 An: OTRS::ITSM User questions and discussions Betreff: [itsm] Service query Hi, I created a service 'Email System'. Then I created the following services as sub services 'anti spam', 'anti virus', 'calendars', 'mailboxes', 'blackberry gateway', webmail. When I go to create a ticket, phone or email, the Server drop down is empty. Is this normal ? Also, I created an SLA, but can't see how I link SLAs to Services. Is there a way ? Are services automatically dependant on sub services ? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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Service query
by Matthew Joyce 27 Jul '07

27 Jul '07

Hi, I created a service 'Email System'. Then I created the following services as sub services 'anti spam', 'anti virus', 'calendars', 'mailboxes', 'blackberry gateway', webmail. When I go to create a ticket, phone or email, the Server drop down is empty. Is this normal ? Also, I created an SLA, but can't see how I link SLAs to Services. Is there a way ? Are services automatically dependant on sub services ? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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[Fwd: [otrs] movement of Freetext-field]
by Alexander Scholler 26 Jul '07

26 Jul '07

Hi, the otrs::itsm-documentation says that freetext-field 3-6 & 13-16 may not be in use if you install otrs::itsm, because they are used through otrs::itsm. So, if you have them in use, how do you move these fields to other fields. I just don't know. I could imagine to make DB-manipulations with updates on the table ticket (and to ensure data-consistence) on ticket_history, but GenericAgent would be the clearer way. Any ideas? Bye, Alex

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