Perhaps someone can help me simply to understand if OTRS is capable of doing what we need.  If I have that answer, I can at least present it and maybe purchase it someday.

  Our needs are a little different than most others it seems.  Basically, we need OTRS to work in the following way.

 We support HPC Clusters, each cluster has a name, master node, switches, interconnects, and nodes.  We have customers that have lots of different centers of their universe.  For example one group may be in Seattle with a
cluster called LB and another in St. Louis with a Cluster called Oiler.  I need to be able to create a cluster called oiler, and then create node and switches and storage devices and link them to the cluster something like this.

Cluster     : Oiler
Sub  -                - Nodes      : 001-100
                          - SWITCH : 01-03
                          - Owner-Company ( Grafix-CO-STL )
                                                        - Company Users
                                                            - Mark
                                                            - John
                          - SLA

Cluster     : LB
Sub -                  - Nodes      : 001-2048
                          - SWITCH : 01-46
                          - Owner-Company ( TJ Max - SEATTLE )
                                                       - Company User
                                                       - Sue
                                                       - Ben
                          - SLA

  We need the customer to be able to open a ticket, using drop down boxes that are Dynamic to their specific ownership of a cluster.  Once they select the cluster from the drop down, we want them to be able to use a dropdown OR just input the node or switch id ( n001 or sw1 ) and select the equipment that way.  Moving on to explain their problem.  Can OTRS do this?  Is this process documented?  Can we pay per incident in support?  There isn't much I haven't been able to figure out about how OTRS works, but the few things that elude me are important ones.

 Thanks,

 Joshua McDowell
----- Original Message -----
From: Marcin Drożan
To: 'OTRS::ITSM User questions and discussions'
Sent: Friday, October 03, 2008 6:07 AM
Subject: Re: [itsm] Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3-> 2.3.2 + ITSM 1.2

 

 

From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Egor Tsilenko
Sent: Friday, October 03, 2008 12:50 PM
To: User questions and discussions
Subject: Re: [itsm] Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3 -> 2.3.2 + ITSM 1.2

 

Marcin Drożan wrote:

Według mnie nadal nie działają aliasy na samy helpdesku2 popraw to i sprawdź w logach co jeszcze jest nie tak. I jeszcze jedno widziałem ze otrs zwraca komunikat o złym pliku config.pm czy przez przypadek nie przekopiowałes config.pm ze starego helpdeska?? Jeśli tak to proszę cię przywróć właściwy plik config.pm i pozmieniaj tam wartości w przeciwnym wypadku mogą wystąpić problemy z działaniem otrs.

Pozdrawiam

Marcin

 

From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Craig Goodyer
Sent: Friday, October 03, 2008 9:44 AM
To: itsm@otrs.org
Subject: [itsm] Unable to edit Services/SLAs after upgrade OTRS 2.3.1b3 -> 2.3.2 + ITSM 1.2

 

Hi All,

I've been playing with setting up various services / sla's and other config bits n bobs for a few days on OTRS 2.3.1b3 + ITSM 1.1.2, then upgraded to OTRS 2.3.2 + ITSM 1.2
On installing the ITSM packages (inc Service Management etc) the Services I have setup are no longer viewable in the web interface (however the services and sla's still exist in the system as they are selectable when 'Customer's create tickets), and I get the following error when trying to view the SLA's configuration page:


"Software error:

Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AdminSLA.pm line 305.

For help, please send mail to the webmaster ([no address given]), giving this error message and the time and date of the error."


Any help on getting back or removing the original Services/SLA's would be great :)

Looking further into this I can see the following errors in the System Log:

(When checking Service List):
Thu Oct 2 17:07:14 2008     error     OTRS-CGI-10     No such ServiceID (2)!
Thu Oct 2 17:07:14 2008     error     OTRS-CGI-10     Unknown column 'type_id' in 'field list', SQL: 'SELECT id, name, valid_id, comments, create_time, create_by, change_time, change_by , type_id, criticality_id FROM service WHERE id = ? LIMIT 1'

(When checking SLA List):
Thu Oct 2 17:07:14 2008     error     OTRS-CGI-10     No such ServiceID (1)!
Thu Oct 2 17:07:14 2008     error     OTRS-CGI-10     Unknown column 'type_id' in 'field list', SQL: 'SELECT id, name, valid_id, comments, create_time, create_by, change_time, change_by , type_id, criticality_id FROM service WHERE id = ? LIMIT 1'

i'm assuming then that the database schema needs modifying to include "type_id" as a field in the service table?
Are any other changes likely to be required to the database?

Regards
Craig

 

 

Win £3000 to spend on whatever you want at Uni! Click here to WIN!

 






 
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You are so cool man, but not everyone understand polish language. $)

 

 

I know about this. I mistake recipient. Sorry .

Regards

Marcin

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