- itsm - OTRS mailing lists

RE: [itsm] Where to start ?
by Matthew Joyce 19 Jul '07

19 Jul '07

Ok, so I spent some time today, thinking and trying some linking. I defined some networks and some servers. I'm not sure of the distinction between : server1 CONNECTED TO network1 server1 DEPENDS ON network1 or should I be thinking more along the lines of service1 DEPENDS ON server1 CONNECTED TO network1. I'm guessing it doesn;t really matter as long I understand the distinctions I make, but I'm interested to know how others have approached it. For the record, we are not implementing ITIL, but I am intrested in improving our change management processes. 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 Morten Bøhmer Sent: Wednesday, 18 July 2007 6:18 PM To: OTRS::ITSM User questions and discussions Subject: RE: [itsm] Where to start ? I am kind of in the same position as you, although I have been using otrs in production for abt 1 year now. The question you ask is (i think) one of the 10 "Dont's" in anty ITSM implementation, but for the case of otrs+itsm I see no problem with implementing the following; Ticket system, no problem. Catalog Items, no problem. The servives and location, I would wait with, to get an clear view of how to implement.The way otrs itsm works, is that you mainly make manual links between different objects, so you will always be able to link up to the different services and locations at a later time. good luck! morten ________________________________ From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Matthew Joyce Sent: Wednesday, July 18, 2007 9:55 AM To: OTRS::ITSM User questions and discussions Subject: [itsm] Where to start ? Hi, I've been searching about for an open source cmdb for a while, and I'm also looking to switch to a decent helpdesk/ticketing system. I've been playing with OTRS for a few weeks and then I see ITSM is released. Great, I'm keen to get started. Where do I start ? Do I define locations first, or services, or computers and hardware ? It would seem that getting it wrong during design will be something I'll regret. I need OTRS right now, so I can't wait to learn the nuances of ITSM. If I deploy OTRS and research ITSM on a separate system, will I be able to add my ITSM to my existing OSTR later ? Can anyone offer some advice ? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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RE: [itsm] Problems with ITSM installation
by Sergiusz Paprzycki 18 Jul '07

18 Jul '07

Hi Manuel, It could be a truth. I've never checked that. I'll do so later on and if that's true - good, otherwise I'll let you know. Regards, Sergiusz -- Sergiusz Paprzycki | NOC Engineer, Digiweb Ltd. T: 1 890 94 04 04 | E: spaprzycki(a)digiweb.ie M: +353 86 805 6317 | DIGIWEB: www.digiweb.ie -----Original Message----- From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Manuel Hecht Sent: Tuesday, July 17, 2007 10:55 PM To: 'OTRS::ITSM User questions and discussions' Subject: AW: [itsm] Problems with ITSM installation Hi Sergiusz I think your webserver have no write permissions to the icon directory. Default-Icon-Path: <install-dir>/otrs/var/httpd/htdocs/images/Standard/ Have a lot of fun with your new OTRS::ITSM!! ;-) 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 Sergiusz Paprzycki Gesendet: Dienstag, 17. Juli 2007 15:42 An: OTRS::ITSM User questions and discussions Betreff: RE: [itsm] Problems with ITSM installation Hi all, I've solved the problem myself. Looks like the only problem with those modules are the missing icons. I've got them out of CVS (or whatever is in use in OTRS), put them in place and problem messages disappeared. Now I'm trying to find out how the ITSM works ;) Regards, Sergiusz -- Sergiusz Paprzycki | NOC Engineer, Digiweb Ltd. T: 1 890 94 04 04 | E: spaprzycki(a)digiweb.ie M: +353 86 805 6317 | DIGIWEB: www.digiweb.ie -----Original Message----- From: itsm-bounces(a)otrs.org on behalf of Sergiusz Paprzycki Sent: Mon 7/16/2007 9:53 AM To: itsm(a)otrs.org Subject: [itsm] Problems with ITSM installation Hi all, I am really sorry for second message, but Outlook has some strange keyboard shortcut which sometimes sends message when I am trying to paste something. I still don't know what I've pressed ;) I have a problem while I'm trying to install ITSM 1.0.1 on OTRS 2.2.1. I've installed OTRS without any problems. It's running on Debian, however I've installed OTRS from package downloaded from otrs.org instead of from Debian repository. I've followed manual (INSTALL and README.webserver) and OTRS has been successfully installed. Then I've followed ftp://ftp.otrs.org/pub/otrs/itsm/INSTALL.ITSM to install ITSM. I've chosen the way of installing 3 base packages and then to install other 4 directly from FTP. First 3 base packages have been installed successfully. Then when I've tried to install ITSMService I've got the message: ITSMService 1.0.1 - Package not correctly deployed! You should reinstall the Package again! Then I've tried to change installation method. I've downloaded packages from FTP and I've tried to install them locally. I've got the same message. Only the package (from last 4) which has been successfully installed was ITSMTicket. In Package Manager I can see those messages at present: Info : No Packages or no new Packages in selected Online Repository! Important : ITSMConfigItem 1.0.1 - Package not correctly deployed! You should reinstall the Package again! Important : ITSMLocation 1.0.1 - Package not correctly deployed! You should reinstall the Package again! Important : ITSMService 1.0.1 - Package not correctly deployed! You should reinstall the Package again! Anyone can help me with that? I'll really appreciate that. Thanks in advance. Regards, Sergiusz -- Sergiusz Paprzycki | NOC Engineer, Digiweb Ltd. T: 1 890 94 04 04 | E: spaprzycki(a)digiweb.ie M: +353 86 805 6317 | DIGIWEB: www.digiweb.ie _______________________________________________ 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/

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Upgrading to 1.0.1
by Eugene Ventimiglia 18 Jul '07

18 Jul '07

How do I upgrade my installation to 1.0.1? Can I expect any customizations to be broken? Thanks --e

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RE: [itsm] Where to start ?
by Morten Bøhmer 18 Jul '07

18 Jul '07

I am kind of in the same position as you, although I have been using otrs in production for abt 1 year now. The question you ask is (i think) one of the 10 "Dont's" in anty ITSM implementation, but for the case of otrs+itsm I see no problem with implementing the following; Ticket system, no problem. Catalog Items, no problem. The servives and location, I would wait with, to get an clear view of how to implement.The way otrs itsm works, is that you mainly make manual links between different objects, so you will always be able to link up to the different services and locations at a later time. good luck! morten ________________________________ From: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Matthew Joyce Sent: Wednesday, July 18, 2007 9:55 AM To: OTRS::ITSM User questions and discussions Subject: [itsm] Where to start ? Hi, I've been searching about for an open source cmdb for a while, and I'm also looking to switch to a decent helpdesk/ticketing system. I've been playing with OTRS for a few weeks and then I see ITSM is released. Great, I'm keen to get started. Where do I start ? Do I define locations first, or services, or computers and hardware ? It would seem that getting it wrong during design will be something I'll regret. I need OTRS right now, so I can't wait to learn the nuances of ITSM. If I deploy OTRS and research ITSM on a separate system, will I be able to add my ITSM to my existing OSTR later ? Can anyone offer some advice ? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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Where to start ?
by Matthew Joyce 18 Jul '07

18 Jul '07

Hi, I've been searching about for an open source cmdb for a while, and I'm also looking to switch to a decent helpdesk/ticketing system. I've been playing with OTRS for a few weeks and then I see ITSM is released. Great, I'm keen to get started. Where do I start ? Do I define locations first, or services, or computers and hardware ? It would seem that getting it wrong during design will be something I'll regret. I need OTRS right now, so I can't wait to learn the nuances of ITSM. If I deploy OTRS and research ITSM on a separate system, will I be able to add my ITSM to my existing OSTR later ? Can anyone offer some advice ? Thanks Matthew Joyce 02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research

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Problems with ITSM installation
by Sergiusz Paprzycki 17 Jul '07

17 Jul '07

Hi all, I am really sorry for second message, but Outlook has some strange keyboard shortcut which sometimes sends message when I am trying to paste something. I still don't know what I've pressed ;) I have a problem while I'm trying to install ITSM 1.0.1 on OTRS 2.2.1. I've installed OTRS without any problems. It's running on Debian, however I've installed OTRS from package downloaded from otrs.org instead of from Debian repository. I've followed manual (INSTALL and README.webserver) and OTRS has been successfully installed. Then I've followed ftp://ftp.otrs.org/pub/otrs/itsm/INSTALL.ITSM to install ITSM. I've chosen the way of installing 3 base packages and then to install other 4 directly from FTP. First 3 base packages have been installed successfully. Then when I've tried to install ITSMService I've got the message: ITSMService 1.0.1 - Package not correctly deployed! You should reinstall the Package again! Then I've tried to change installation method. I've downloaded packages from FTP and I've tried to install them locally. I've got the same message. Only the package (from last 4) which has been successfully installed was ITSMTicket. In Package Manager I can see those messages at present: Info : No Packages or no new Packages in selected Online Repository! Important : ITSMConfigItem 1.0.1 - Package not correctly deployed! You should reinstall the Package again! Important : ITSMLocation 1.0.1 - Package not correctly deployed! You should reinstall the Package again! Important : ITSMService 1.0.1 - Package not correctly deployed! You should reinstall the Package again! Anyone can help me with that? I'll really appreciate that. Thanks in advance. Regards, Sergiusz -- Sergiusz Paprzycki | NOC Engineer, Digiweb Ltd. T: 1 890 94 04 04 | E: spaprzycki(a)digiweb.ie M: +353 86 805 6317 | DIGIWEB: www.digiweb.ie

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Problems with ITSM installation
by Sergiusz Paprzycki 16 Jul '07

16 Jul '07

Hi all, I have a problem while I'm trying to install ITSM 1.0.1 on OTRS 2.2.1. I've installed OTRS without any problems. It's running on Debian, however I've installed OTRS from package downloaded from otrs.org instead of from Debian repository. I've followed manual (INSTALL and README.webserver) and OTRS has been successfully installed. Then I've followed ftp://ftp.otrs.org/pub/otrs/itsm/INSTALL.ITSM to install ITSM. I've chosen the way of installing 3 base packages and then to install other 4 directly from FTP. First 3 base packages have been installed successfully. Then when I've tried to install ITSMService I've got the message: First was ITSMService -- Sergiusz Paprzycki | NOC Engineer, Digiweb Ltd. T: 1 890 94 04 04 | E: spaprzycki(a)digiweb.ie M: +353 86 805 6317 | DIGIWEB: www.digiweb.ie

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DNS Records in ITSM
by Morten Bøhmer 15 Jul '07

15 Jul '07

I am working in the early pre-face of implementing itsm in my company. I = wonder how other people have entered their domain names and possibly = also official ip's/subnets which you hire/use. Of course it is possible to configure a new config item or even easier, = just use one the already defined items, but non of the predefined = really cover the needed functionality. Anyone made a new template for = this ? Happy to hear your thoughts on this. Morten

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HowTo Link a Ticket to a Config Item (picklist) ?
by Gaël LAPORTE 06 Jul '07

06 Jul '07

Hi everybody, I'd like to make possible the creation/reading of a ticket with the "Computer" ConfigItem chosen from a picklist and then linked to this ticket. My config : OTRS 2.2.0-RC1 // ITSM 1.0.0-RC1 Would someone know ? Thanks ! Gaël

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Parse HTML in details of a config item?
by Wouter Peschier - Hostnet Internet 06 Jul '07

06 Jul '07

Hello list, It's me again! :-P In the details of my config item I had a link to another application we use. In the beta versions of ITSM this link (using a normal <a> with a href) worked fine. In rc1 the link does not work anymore because it somehow converted. Is there any other way that I can have a clickable link as a property of my config item? Thanks in advance!

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