Re: [itsm] itsm newbie - a few questions
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:
To itsm-bounces@otrs itsm@otrs.org .org cc
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 _______________________________________________ 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/
Level 3, 111 Elizabeth Street, Brisbane QLD 4000 PO Box 15459, Brisbane City East QLD 4002 P +61 (0)7 3218 4100 F +61 (0)7 3211 1310 E connect@esriaustralia.com.au W http://www.esriaustralia.com.au
Freecall 1800 447 111
Have you visited ESRI Australia's NEW website? See how ESRI Australia can help you leverage your location intelligence www.esriaustralia.com.au _________________________________________________________
Putting knowledge into place
This message is intended for the addressee named and may contain confidential information. If you are not the intended recipient please notify the sender by return email, do not use or disclose the contents and delete the message and any attachments from your system. **Please consider the environment before printing this email**
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?
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 Sent by: To itsm-bounces@otrs "OTRS::ITSM User questions and .org discussions" itsm@otrs.org cc
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: To itsm-bounces@otrs itsm@otrs.org .org cc
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 _______________________________________________ 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/
_________________________________________________________ Level 3, 111 Elizabeth Street, Brisbane QLD 4000 PO Box 15459, Brisbane City East QLD 4002 P +61 (0)7 3218 4100 F +61 (0)7 3211 1310 E connect@esriaustralia.com.au W http://www.esriaustralia.com.au
Freecall 1800 447 111
_________________________________________________________ Have you visited ESRI Australia's NEW website? See how ESRI Australia can help you leverage your location intelligence www.esriaustralia.com.au _________________________________________________________
Putting knowledge into place
This message is intended for the addressee named and may contain confidential information. If you are not the intended recipient please notify the sender by return email, do not use or disclose the contents and delete the message and any attachments from your system. **Please consider the environment before printing this email**
_______________________________________________ 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?
_______________________________________________ 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/
hi eric,
thanks for your reply. my problem isthat there is no as you write "in the list states available for 'Next Ticket State'", there is no list where i can choose the states. or at least i can't find it :(( do you have a screenshot? would really help... don't know what else to do
thanks a lot
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> Sent by: To itsm-bounces@otrs "OTRS::ITSM User questions and .org discussions" <itsm@otrs.org> cc 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:
To itsm-bounces@otrs itsm@otrs.org .org cc
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 _______________________________________________ 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/
Level 3, 111 Elizabeth Street, Brisbane QLD 4000 PO Box 15459, Brisbane City East QLD 4002 P +61 (0)7 3218 4100 F +61 (0)7 3211 1310 E connect@esriaustralia.com.au W http://www.esriaustralia.com.au
Freecall 1800 447 111
Have you visited ESRI Australia's NEW website? See how ESRI Australia can help you leverage your location intelligence www.esriaustralia.com.au _________________________________________________________
Putting knowledge into place
This message is intended for the addressee named and may contain confidential information. If you are not the intended recipient please notify the sender by return email, do not use or disclose the contents and delete the message and any attachments from your system. **Please consider the environment before printing this email**
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?
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?
participants (2)
-
ebelcher@esriaustralia.com.au
-
Nele Brick