November 2010 - otrs - OTRS mailing lists

How to keep CAB informed
by sergio＠scs.eti.br 04 Nov '10

04 Nov '10

Hi I am using OTRS 2.4.7. With the CMngt features at the OTRS, how to keep CAB informed about the change evolution? Thanks Sergio

1 0

Additional features for packages
by sergio＠scs.eti.br 04 Nov '10

04 Nov '10

Sérgio Cintra wrote : > Anyone know if there are some additional features in the packages below? > > ITSMIncidentProblemManagement 2.0.2 > > ITSMServiceLevelManagement 2.0.2 > > ITSM 2.0.2 > > Currently, I have installed: OTRS 2.4.7 & ITSM 2.0.2. Hi Sergio, no one seems to answer this, so only some notes, since I don't know the differences exactly by myself : 1. There is a demo system with the common packages installed, so you could compare this to your installation to find the differences : http://www.otrs.com/en/products/itsm/online-demo/ 2. You can get additional informations via the package manager. If you click on the packages a description and change log is shown and if you click install the first page usally shows you also another description. You can then simply cancel the installation after reading it. 3. Read the manual of the ITSM module, there you should notice differences to your OTRS (http://doc.otrs.org/) 4. AFAIR you get for example ticket types everywhere with the incident and problem management and you get the services management (create, link and so on) with the service level management. Sorry, I still don't know what you mean by the package "ITSM 2.0.2". A screenshot or source description may help. 5. Try and error, sorry, no joke. I always have a VM with OTRS to play with and to see what happens if I'm not sure. I hope I have helped you. Regards Alexander -- Hi Alexander Thank you very much for your answer. It help me, mainly the item 2. Regards. Sergio

1 0

how to create a template for module change
by DM_Julio Angulo 04 Nov '10

04 Nov '10

Hi, I'm using the module change, but i cant created a new change, because don't select a template. As create templates for the module changes, or where enabled? Thanks Julio Cesar Angulo Quiroz Telf.: 997066155

2 2

Changes on Config.pm has no effect
by Ronaldo Richieri 04 Nov '10

04 Nov '10

Hi, I'm trying to chance a Config.pm file to update some Auth parameters. OTRS searchs Customer on a AD Server. There are configurations for it but even if a remove the Config.pm file, the system still finding the customer in the AD via LDAP authentication. Is this configuration cached somewhere? Is there a way to force OTRS to read Config.pm settings as default or something like that? Thanks, Ronaldo Richieri (15) 8818-2009 http://richieri.com skype: rrichieri twitter: @richieri

4 3

Sysconfig option to change queues in Owner View?
by Hugh Kelley 04 Nov '10

04 Nov '10

Is there a way to allow a "one-click/screen" assignment of the following: - Queue - Owner - FreeText It would seem that the easiest way would be to provide a queue pulldown in AgentTicketOwner, but I'm open to other suggestions (AgentTicketNote?). As it stands now, the Raw queue-tenders must change both the queue and the owner in multiple screens. Hugh

2 1

ACL to show a Service only to a Group
by Leonardo Certuche 04 Nov '10

04 Nov '10

Hi My customer wants to show a Service only to a certain group under any AgentTicket form. I tried to accomplish it the following way withuot success. Could you please help me out finding my mistake? thanks! Here are the ACLs tried: $Self->{TicketAcl}->{'ACL-hide-SLA-for-Problem-Mngmnt'} = { # match properties Properties => { # current ticket match properties (match always) }, # return possible options PossibleNot => { # possible ticket options Ticket => { Service => ['Administracion de Problemas de TI'], }, }, }; $Self->{TicketAcl}->{'ACL-show-SLA-for-Problem-Mngmnt'} = { # match properties Properties => { User => { Group_rw => ['ProblemManagers', ], }, }, Possible => { Ticket => { Service => ['Administracion de Problemas de TI'], }, }, }; Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

1 0

2 email address'es can go to a single queue
by Silver springs 03 Nov '10

03 Nov '10

Hello Everyone, Can any body let me know if we can make two emails address'es go into one queue ? Meaning, 1st email address is used as a system address for a Queue XYZ. Then we setup another email address (2nd) , select the same queue such that all the emails to the 2nd email ID will be routed to queue XYZ as tickets ? If yes, do I need to set up POP/IMAP account in OTRS for the 2nd email address (mailbox). Your response is appreciated. Thanks Winter

3 2

List of tickets in OTRS 2.4.7 and upgrade easily to newest version in OpenSuse 11.2
by Erik van Ast 03 Nov '10

03 Nov '10

Dear all, I have a question regarding the stats in OTRS 2.4.7 and a question on upgrading OTRS 2.4.7 on OpenSuse 11.2 (KDE). We would like to generate a list of all open tickets in the system, but when I run the "List of open tickets, sorted by time left until response deadline expires" (10009) and I would like it in PDF form, I get it in PDF, but it's almost unreadable. Is there an easier way to get a list of open tickets with some info about the tickets into a PDF? Will there be a difference on this issue with OTRS 3? My second question is how to easily upgrade my current version of OTRS 2.4.7 to the newest (2.4.9) and to OTRS 3 when it comes out in 18 days. Is there a package I can run which will upgrade it, or are there online repositories which can automatically upgrade to the newest version? I have a Windows background, so I'm not familiar with all the OpenSuse/Linux commands... Kind regards, Erik -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: woensdag 3 november 2010 11:00 To: otrs(a)otrs.org Subject: otrs Digest, Vol 26, Issue 8 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: FAQ for otrs 3 ? (GARDAIS Ionel) 2. Re: Additional features for packages (Alexander Halle) 3. Re: convert email to ticket (DM_Julio Angulo) 4. bugs.otrs.org or otrsteam.ideascale.com ? (Alexander Halle) 5. Re: bugs.otrs.org or otrsteam.ideascale.com ? (Christopher T. Kuhn) 6. Re: Custom Params in static stats module (Hiren Joshi) ---------------------------------------------------------------------- Message: 1 Date: Tue, 2 Nov 2010 17:30:52 +0100 From: GARDAIS Ionel <ionel.gardais(a)tech-advantage.com> Subject: Re: [otrs] FAQ for otrs 3 ? To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <606BF432-63EE-4B7C-A67E-099C94CB09CE(a)tech-advantage.com> Content-Type: text/plain; charset=iso-8859-1 Thanks, I didn't get this post yet :) Ionel Le 2 nov. 2010 ? 17:26, Alexander Halle a ?crit : > Gardais Ionel wrote : >> Is there a roadmap on when will the FAQ module be available for otrs 3 ? > > Hi Ionel, > > the release date is March 15 according to : > > http://www.otrs.org/news/2010/release-calendar-otrs3/ > > Regards > > Alexander > > -- > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > Bergstr. 7 - 9, 42105 Wuppertal, > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. > Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: > 132/5889/0264, DE 814559152 > Web: http://www.radprax.de > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ------------------------------ Message: 2 Date: Tue, 02 Nov 2010 19:49:18 +0100 From: Alexander Halle <ahalle-otrs(a)radprax.de> Subject: Re: [otrs] Additional features for packages To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4CD05D2E.8000606(a)radprax.de> Content-Type: text/plain; charset=ISO-8859-1; format=flowed S?rgio Cintra wrote : > Anyone know if there are some additional features in the packages below? > > ITSMIncidentProblemManagement 2.0.2 > > ITSMServiceLevelManagement 2.0.2 > > ITSM 2.0.2 > > Currently, I have installed: OTRS 2.4.7 & ITSM 2.0.2. Hi Sergio, no one seems to answer this, so only some notes, since I don't know the differences exactly by myself : 1. There is a demo system with the common packages installed, so you could compare this to your installation to find the differences : http://www.otrs.com/en/products/itsm/online-demo/ 2. You can get additional informations via the package manager. If you click on the packages a description and change log is shown and if you click install the first page usally shows you also another description. You can then simply cancel the installation after reading it. 3. Read the manual of the ITSM module, there you should notice differences to your OTRS (http://doc.otrs.org/) 4. AFAIR you get for example ticket types everywhere with the incident and problem management and you get the services management (create, link and so on) with the service level management. Sorry, I still don't know what you mean by the package "ITSM 2.0.2". A screenshot or source description may help. 5. Try and error, sorry, no joke. I always have a VM with OTRS to play with and to see what happens if I'm not sure. I hope I have helped you. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de ------------------------------ Message: 3 Date: Tue, 2 Nov 2010 17:16:00 -0500 From: "DM_Julio Angulo" <dm_jangulo(a)equifax.com.pe> Subject: Re: [otrs] convert email to ticket To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <0160518E5338C846B9E673C6A70D4705014746D7(a)serv-zorexch3.infocorp.local> Content-Type: text/plain; charset="iso-8859-1" Thanks Leonardo, Julio Cesar Angulo Quiroz Telf.: 997066155 De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Leonardo Certuche Enviado el: S?bado, 30 de Octubre de 2010 08:03 p.m. Para: User questions and discussions about OTRS. Asunto: Re: [otrs] convert email to ticket Hello, That's a default OTRS feature, you can read more at http://doc.otrs.org/2.4/en/html/x1352.html Leonardo Certuche www.itconsultores.com.co Medell?n, Colombia On 29 October 2010 15:52, DM_Julio Angulo <dm_jangulo(a)equifax.com.pe> wrote: Hi team, I wonder if they know a practical manual on how to convert email into ticket and put in a queue, use the administrator email account, but the mails are not converted to tickets, they could send me some link that can guide me, thank you very much . Julio Cesar Angulo Quiroz Telf.: 997066155 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

2 1

DashboardTicketCreate 0.0.1 - Package not correctly deployed! You should reinstall the Package again!
by Steve Clark 03 Nov '10

03 Nov '10

Hi List, I have installed the above package. When accessing it I noticed there was a misspelling in the DashboardTicketCreate.xml file. After correcting the misspelling I now get the above error. I am assuming there is a checksum on this file stored somewhere that needs to be updated. I looked in the devel manual but didn't see anything about a checksum. Any pointers? Thanks, -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

2 1

Custom Params in static stats module
by Hiren Joshi 03 Nov '10

03 Nov '10

Hi, If I have a static stats module in /opt/otrs/Kernel/System/Stats/Static, can I pass in a custom parameter via the command line? I call them using: /opt/otrs/bin/mkStats.pl -n 10000 -r josh -m "Stats", how can I adapt a module to take a new parameter? I know I can use -p to pass a param string (eg User=josh) but what do I need to add to the Param sub to make use of it? Thanks, Josh.

2 2