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RE: [Itsm] Problem upgrading ITSM beta2 to ITSM Beta3
by David Salgado Vidal 11 May '07

11 May '07

Hi. No, I have not upgraded my FrameWork, it's 2.2 Beta 2. I've upgraded my ITSM packages from Beta2 to Beta3 installing the ITSM Modules 0.9.2 in the required order on my system, using the SysConfig web interface. I selected the new module files, in the select box and pressed the install button. No errors were reported by the install process, show I understood that it works. I think that I have more classes because the install process insert in the globalcatalog table the original classes, limited only by they name (Class filed) and in my table I've changed some ones to translate it to Spanish, so the old names were free and the process could insert the registers. If you want some additional information do not dude to ask me about it. Thanks. -----Mensaje original----- De: itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] En nombre de Manuel Hecht Enviado el: viernes, 11 de mayo de 2007 11:01 Para: 'OTRS::ITSM User questions and discussions' Asunto: AW: [Itsm] Problem upgrading ITSM beta2 to ITSM Beta3 Hi David I can't reproduce this characteristics. Have you upgraded the OTRS 2.2 framework from beta2 to beta3 BEFORE you updated the ITSM packages? Please give me a accurately step-by-step description, what do you do. Thanks for your message. 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 David Salgado Vidal Gesendet: Dienstag, 8. Mai 2007 09:44 An: itsm(a)otrs.org Betreff: [Itsm] Problem upgrading ITSM beta2 to ITSM Beta3 Hi, I'm upgrading my ITSM Beta2 to Beta3 and I've found some troubles. In my OTRS I've translate all configitems classes To upgrade I've downloaded the ITSM 0.9.2 modules and I've installed them over 0.9.1 modules using the sysconfig web interface. After this: - I've about fifteen class more, really are the originals. - I haven't ConfigItem button in the navigation bar. - I haven't any ConfigItem in the configitem table. Saludos. David Salgado Vidal david.salgado(a)mundivia.net Telf. 942 355 931 http://www.mundivia.net ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------ _______________________________________________ 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/ _______________________________________________ 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/ ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------

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Problem/Incident tickets with SLA
by Wouter Peschier - Hostnet Internet 11 May '07

11 May '07

Hello, I have a question about a problem or incident ticket that has a service with SLA attached to it. In the SLA I specified the "First Response Time", "Update Time" and "Solution Time". If "First Response Time" is less than two hours from the current time than you get a notification in the QueueView telling you something must be done, all that is perfect :-) My question is how do I change the status of a ticket so that it knows that I responded within the time? I tried locking, unlocking, setting the Additional ITSM Fields but I keep getting the notification in the QueueView untill I close the ticket. Thanks in advance!

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Re: [Itsm] Is there any trying OTRS:ITSM?
by zheng Liu 11 May '07

11 May '07

Yeah, I look forward to download your manual about ITSM. I have installed 2.2.0 beta 2 with OTRS:ITSM 1.0 beta 2. When I installed OTRS:ITSM packages, I got some package dependence issues; I had to added more perl modules and restarted Apache. This should be described in readme or somewhere. I am trying to understand what I can do in this ITSM world :-) Thank, Liu Zheng 2007/5/11, Manuel Hecht <manuel.hecht(a)otrs.com>: > > Hi Liu Zheng > > We will release a OTRS::ITSM basic manual in late May. > If manual is available, i will send an announcement to the Itsm-announce > list (see http://lists.otrs.org) > > Thanks for your message. > > > 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 > zheng Liu > Gesendet: Freitag, 20. April 2007 12:52 > An: itsm(a)otrs.org > Betreff: [Itsm] Is there any trying OTRS:ITSM? > > Hi list, > > I installed 2.2.0 with itsm 1.0 successfully. > I have no idea how to use it. > Are they any document for otrs:itsm? > > I look forward to hearing from anyone who have this experience. > > Thanks, > Liu Zheng > _______________________________________________ > 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/ > > > _______________________________________________ > 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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Problem upgrading ITSM beta2 to ITSM Beta3
by David Salgado Vidal 11 May '07

11 May '07

Hi, I'm upgrading my ITSM Beta2 to Beta3 and I've found some troubles. In my OTRS I've translate all configitems classes To upgrade I've downloaded the ITSM 0.9.2 modules and I've installed them over 0.9.1 modules using the sysconfig web interface. After this: - I've about fifteen class more, really are the originals. - I haven't ConfigItem button in the navigation bar. - I haven't any ConfigItem in the configitem table. Saludos. David Salgado Vidal david.salgado(a)mundivia.net Telf. 942 355 931 http://www.mundivia.net ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------

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Is there any trying OTRS:ITSM?
by zheng Liu 11 May '07

11 May '07

Hi list, I installed 2.2.0 with itsm 1.0 successfully. I have no idea how to use it. Are they any document for otrs:itsm? I look forward to hearing from anyone who have this experience. Thanks, Liu Zheng

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ITSM configuration
by David Salgado Vidal 10 May '07

10 May '07

Hi. I'm trying ITSM 1.0 Beta 2 over OTRS Framework 2.2 and I want to associate an existing location to ConfigItems. Is it possible? Regards. David Salgado Vidal david.salgado(a)mundivia.net Telf. 942 355 931 http://www.mundivia.net ------------------------------------------------------------------ This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted. Este mensaje y los ficheros adjuntos pueden contener informacion confidencial destinada solamente a la(s) persona(s) mencionadas anteriormente. Pueden estar protegidos por secreto profesional Si usted recibe este correo electronico por error, gracias de informar inmediatamente al remitente y destruir el mensaje. Al no estar asegurada la integridad de este mensaje sobre la red, Atos Origin no se hace responsable por su contenido. Su contenido no constituye ningun compromiso para el grupo Atos Origin, salvo ratificacion escrita por ambas partes. Aunque se esfuerza al maximo por mantener su red libre de virus, el emisor no puede garantizar nada al respecto y no sera responsable de cualesquiera danos que puedan resultar de una transmision de virus ------------------------------------------------------------------

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