June 2010 - otrs - OTRS mailing lists

how can make "service" work
by Mike Lu 陆颖 (6186) 03 Jun '10

03 Jun '10

Hi, I add a new Service and a SLA in the OTRS. But I cannot see “my-new-added” service from the dropdown menu “service” When I create a new ticket. How to configure it after I add a new service? Mike

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Re: [otrs] otrs Digest, Vol 21, Issue 9
by mrembas＠truecom.pl 03 Jun '10

03 Jun '10

W dniach 03-06 czerwca b.r jestem niedostępna. W przypadku zgłoszeń serwisowych proszę kierować je na adres: it(a)truecom.pl. Pozdrawiam Małgorzata Rembas

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OTRS ITSM 2.0 Change management customization
by Eric M. Carroll 03 Jun '10

03 Jun '10

I just used the new change management module to manage my first large scale change. I am a happy user. Excellent job OTRS! Now, of course, I want to be able to customize it similar to the FreeText concept on tickets. Specifically I want to: 1. have a Change Process Type (e.g. Service Transition, Service Operations, Deployment, Security etc) related to ITIL processes. 2. set the Change to have this type to reflect the process that initiated the change. 3. show the Change Process Type on the Change Overview. 4. be able to search on the Change Type I have been working my way through SysConfig but have not yet found anything relevant. I haven't looked at the code yet... The only thought I had was to overload Category, but it is involved in priority and I don't see any way to rename the Category names. Any suggestions? Regards, Eric Carroll

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Re: [otrs] Stats by ticket state
by Alejandra Piedra 02 Jun '10

02 Jun '10

Hi Everyone! I found out that I can make my own stat with the Static-File feature. My only question is how do I configure it, so that once I put the file in the //Kernel/System/Stats/Static directory, first it shows in the stats module, and secondly it doesn't give me the following error: Can't locate object method "new" via package "Kernel::System::Stats::Static::StateAccounttime" (perhaps you forgot to load "Kernel::System::Stats::Static::StateAccounttime"?) at ../..//Kernel/System/Stats.pm Please I need your help. Thanks and regards María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 Alejandra.Piedra(a)iica.int<mailto:Alejandra.Piedra@iica.int> De: Alejandra Piedra Enviado el: Jueves, 27 de Mayo de 2010 10:23 a.m. Para: User questions and discussions about OTRS. Asunto: Stats by ticket state Hello! I'm trying out the new stats and I want to know if there is a way to create that account time between state changes. For example, I need to know how much time has passed from the moment the ticket is in new state to the moment it's changed to open. I know the stats use the escalations and all this attributes, but my boss is asking me for this type of stats. Thanks for all the help María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 Alejandra.Piedra(a)iica.int<mailto:Alejandra.Piedra@iica.int>

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translation of Change Management notifications
by Leonardo Certuche 02 Jun '10

02 Jun '10

Hello people, If I go to Admin > [ Notification (ITSM Change Management) ] I can translate the name and comment but I cannot translate the body of each notification. Is it possible to translate them? How? Thanks in advance, Leonardo Certuche www.itconsultores.com.co

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Statistic extensions (considering TimeWorkingHours)
by Alejandra Piedra 02 Jun '10

02 Jun '10

Hey there! I've searched for the files State_Changes.pm and State_Changes_Specific.pm here in the list, but I can't find them. Can anyone attach them or e-mail them to me? I'm extremely interested in this because I need this exact requirement. Thanks and regards María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 Alejandra.Piedra(a)iica.int<mailto:Alejandra.Piedra@iica.int>

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Package Manager issue
by . . 02 Jun '10

02 Jun '10

Hi all, I get this error when i got to the Package Manager section: Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.pl !!! I have installed otrs on a ubuntu 10.04 default LAMP and Email installation. root@nagios:~# /usr/share/otrs/bin/SetPermissions.pl /usr/share/otrs/ bin/SetPermissions.pl <1.10.2.1> - set OTRS file permissions Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ Setting permissions on /usr/share/otrs/ Setting permissions on /usr/share/otrs//var Setting permissions on /usr/share/otrs//bin/* Setting permissions on /usr/share/otrs//scripts/*.pl Setting permissions on Kernel/Config.pm Setting owner rw and group ro permissions on /usr/share/otrs// root@nagios:~# ls -l /usr/share/otrs/ total 20 drwxrwxr-x 4 otrs nogroup 4096 2010-06-02 12:40 bin drwxrwxr-x 7 otrs nogroup 4096 2010-06-02 12:40 Kernel -rw-rw-r-- 1 otrs nogroup 6863 2010-02-07 23:30 maintainance.html.dist lrwxrwxrwx 1 root root 20 2010-06-02 12:40 RELEASE -> ../doc/otrs2/RELEASE drwxrwxr-x 6 otrs nogroup 4096 2010-06-02 12:40 scripts lrwxrwxrwx 1 root root 13 2010-06-02 12:40 var -> /var/lib/otrs root@nagios:~# Can anyone help me? Thanks, Ed.

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how to enable auto-response for ticket close?
by Mika Chu 02 Jun '10

02 Jun '10

Hi everyone! I installed otrs 2.4.7 on FreeBSD, it is working, there is email response for new ticket, but there is nothing for closing it. How can I enable it? Thanks! -- --- Mika Chu

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Tickets not getting created
by Siva Prasad 02 Jun '10

02 Jun '10

Hi all, I'm into an Issue where My Postmaster account configured in downloading all the emails and the tickets are not getting created. What is the cause for this issue.I'm sure that OTRS is fetching the emails from my account and downloading all my emails into it but tickets are not getting created. Thanks Siva Prasad

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Notification on internal Note
by Max Bidlingmaier 02 Jun '10

02 Jun '10

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, I configured Postmasterfilter to change any mail with origin @mydomain to type note-internal and sendertype agent. This works fine. No I want to have notifications send on such messages to anyone on the queue. How could this be accomplished? Thank you Max - -- ________________________ Max Bidlingmaier IT-Administration e.sigma Technology AG Ehrenbergstraße 11 98693 Ilmenau / Germany Tel.: +49 (0) 3677 668 230 Fax.: +49 (0) 3677 668 2333 e.sigma Technology AG, Ehrenbergstr. 11, 98693 Ilmenau Vorstand / General Manager: Detlef Mämpel Vors. d. AR / Supervisory Board Chairman: Joseph Müllner Registergericht / Trade Registry : Amtsgericht Jena HRB 500 638 Geschäftssitz / Business Location: Ilmenau Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. -----BEGIN PGP SIGNATURE----- Version: GnuPG v2.0.14 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJMBeJNAAoJEArKo5koqhKwHo4IAJbJIq4A7uDPB5nhAQlD3i0K zh3MRRGLdU5f7E1b/6RhLG9GpqUEQ/SVtveizxnXuaMgvNiqC/8jdIdVcHd/11LW aEO8Fq1O2uRr9DBgggW0HqRk4x4fsiWFNK9dpaLNVF0joNg2UiX1txJAT8kQcX0H LocfO1HOz3vYJWz0BcTFKz8+qcE0+9h6N7WSeANdfyhXJDK4Mr0oaLfOwPEVuZFq c6JHCqpipN49A25MMtls64dp2mLrMsBp7OGyxQZzpDmoQpgVpr683kaPvLNbtxiY sCrzifxXTEJ7JyXAamQqHzTiqN3DYv634RGBsvnU4v0VDO4+gWaRTirUR9aoA7Y= =SpM1 -----END PGP SIGNATURE-----

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