On 1/14/08, ebelcher@esriaustralia.com.au <ebelcher@esriaustralia.com.au > wrote:

Hi Neleb,

Given that I'm not a OTRS guru, just a user and implementer, I find that
once I add a status, it automatically appears in the list states available
for 'Next Ticket State'. The steps I have just done, was to add a new
state. 'In Progress'. I then clicked on Email Ticket and created a new
ticket. The 'In Progress' options was there and is the set state when I
open the job after creating it. If your status aren't appearing, there may
be a bigger issue, but I can't see any where to assign them.

Regards
Eric.

_________________________________
Eric Belcher
ESRI Australia
Team Lead
Information Technology Services

Email: ebelcher@esriaustralia.com.au
Ph: +61 (0)7 32184106 (Direct)
Mob: +61 (0) 408989925

            "Nele Brick"
            <nele.b@gmx.de>
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            14/01/2008 07:57                                      Subject
            PM                        Re: [itsm] itsm newbie - a few
                                      questions

            Please respond to
            "OTRS::ITSM User
              questions and
              discussions"
             <itsm@otrs.org>

Hey,

thanks for your reply.

I found the FQA thing... but I guess I didn't describes my status problem
in the way I should have...

In the admin menu, I found the icon where to change the status and create
new ones. But the problem is HOW do I assign one of these status to my
ticket? In the admin area, I have a lot more status than I can choose when
closing? How do I change my ticket to "in progress"?

Really looking forward to your answer(s) :)

neleb

On 1/14/08, Nele Brick < nele.brick@googlemail.com> wrote:
Hey,

thanks for your reply.

I found the FQA thing... but I guess I didn't describes my status problem
in the way I should have...

In the admin menu, I found the icon where to change the status and create
new ones. But the problem is HOW do I assign one of these status to my
ticket? In the admin area, I have a lot more status than I can choose
when closing? How do I change my ticket to "in progress"?

Really looking forward to your answer(s) :)

neleb

On 1/14/08, ebelcher@esriaustralia.com.au <ebelcher@esriaustralia.com.au
> wrote:
  Hi,

  I can help with the status and FAQ question.

  FAQ -  After installing FAQ, you should be able to see the FAQ Icon on
  the
  top icon bar. A red circle with a question mark in it. Assuming you
  can...

  Click it and you should be able to see next to the Logout icon,
  Explorer,
  new Artcile, Search, History Language and Category.

  Click on Category and create one. Anything will do. 'Databases' for
  example.

  Now click New Article and enter your details.

  Status - Click the Admin icon and select from the third column labelled
  system, the Status link. Now you can add new statuses.

  Regards
  Eric.

  _________________________________
  Eric Belcher
  ESRI Australia
  Team Lead
  Information Technology Services

  Email: ebelcher@esriaustralia.com.au
  Ph: +61 (0)7 32184106 (Direct)
  Mob: +61 (0) 408989925

              "Nele Brick"
              < nele.b@gmx.de>
              Sent by:
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  Subject
              14/01/2008 04:50          [itsm] itsm newbie - a few
              AM                        questions

              Please respond to
              "OTRS::ITSM User
                questions and
                discussions"
               < itsm@otrs.org>

  Hallo zusammen...

  ich habe ein paar Veständnisfragen, die ich auch leider mit Hilfe der
  Doku
  nicht lösen konnte...

  * Priorität
  Normalerweise errechnet sich die Priorität ja aus Auswirkung*
  Kritikalität.
  Bei OTRS gibts ja diese Criticality-Impact-Priority-Matrix, soweit hab
  ich
  das auch noch alles verstanden. Wenn ich allerdings ein Ticket anlege,
  gibt
  es nur die Felder Auswirkung und Priorität. Kritikalität taucht nicht
  auf... Wofür habe ich dann die Matrix gepflegt? Dass man bei gewissen
  Tickets die Prio manuell hoch/runter estzen kann, leuchtet mir ein, aber
  warum gibts keine Kritikalität? Jemand meinte zu mir, dass der Service
  die
  Kritikalität bestimmen würde, wobei mir nicht klar ist, was der Service
  genau ist...

  *Statusänderungen
  Wenn ich ein Ticket erzeugt wird und ich es mir dann anschaue, hat es
  den
  Status offen. Klicke ich auf "Schliessen" Kannich zwischen
  erfolgreich/erfolglos/provisorisch geschlossen auswählen. Wo aber kann
  ich
  z.B. den Status ändern von offen auf "In Bearbeitung"?

  * CMDB
  Ist es korrekt, dass man die CMDB aktuell nur händisch befüllen kann?

  *FAQ
  Wie hinterlege ich FAQ'/ Workarounds? Muss ich irgendwie übersehen
  haben...

  Freue mich auf Antworten...
  Beste grüße, neleb

  Hello everybody,

  I've got a few questions...
  * priority
  is there a possibility to use priority as the product of impact and
  criticality? if found this matrix, but when creating a ticket, there is
  no
  chance to choose the citicality? someone told me this is made cia
  Service... but I'm not sure what service means in this context

  *status
  If I create a ticket, and I have alook at it, it has the state "open".
  If I
  want to close the ticket, i can only choose between the options "closed
  with success/ temporarely/ without success". How do I find things like
  "Workaround found", "in progress", etc.

  *CMDB
  Is there another way of filling the CMDB except of manually?

  *FAQ
  I installed the FAQ system but wasn't able to find how to put content
  into... guess I've overseen something..

  Looking forward to your responses, thanks a lot!
  neleb _______________________________________________
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