July 2010 - otrs - OTRS mailing lists

ITSM Change management and workorder
by Sebastien Bory 01 Jul '10

01 Jul '10

Dear lists, I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order, But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I cant see the other state (in progress, fermé, ..)? Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com Description : Description : cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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Re: [otrs] [itsm] change management
by Sebastien Bory 01 Jul '10

01 Jul '10

Dear list I see the state machine but i have a little mismatch In the general catalogue ITSM::ChangeManagement::WorkOrder::State I have this: Accepted Canceled Closed Created In Progress Ready And in the state Machine I can’t have the state closed When I want to add a new State transition I just have this: created, accepted, ready, in progress fermé, canceled and Start I think I do change the Closed state by “fermé” but I don’t remember where Can you help me Best regards S. bory De : itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] De la part de Anton Gubar'kov Envoyé : mercredi 30 juin 2010 21:20 À : OTRS::ITSM User questions and discussions Objet : Re: [itsm] change management Please see the docs on state machine. The list of avialble states is limited by states currently permitted according to the state machine. 2010/6/30 Sebastien Bory <sb(a)groupenci.com> Dear lists, I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order, But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I can’t see the other state (in progress, fermé, …..)? Thank Sébastien Bory --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Re: [otrs] Customer with multiple email addresses
by Michiel Beijen 01 Jul '10

01 Jul '10

Hi Nuno, If you have the alias stored in your Active Directory, which I'm sure you will, then you can just map this to the Customer ID field and you'd be good! ((enjoy)) Michiel Beijen R&D Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str. 1 61352 Bad Homburg GERMANY T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com Business Location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann GET OTRS::ITSM 2.0 NOW - including the brand new change management module! It´s the only ITIL® V3 compatible open-source IT Service Management solution certified by PinkVERIFY worldwide! - http://bit.ly/dv4CJF On Mon, May 31, 2010 at 5:08 PM, Nuno Miguel da Cruz Neves <nuno.miguel.neves(a)pkf.pt> wrote: > Hello. > > > > I am setting up OTRS against an Active Directory backend for customers. > > > > The thing is, my AD username is my CustomerID, but, when sending emails, my > email address is an alias. Is there a way I can specify multiple CustomerID > for the same user? > > > > I’ll try to write an example: > > > > My AD username is nneves . So, my email address is nneves(a)pkf.pt > > > > But I use an alias nuno.miguel.neves(a)pkf.pt > > > > Is there a way I can say that if I receive an email with a request from > nuno.miguel.neves(a)pkf.pt, it should stay in nneves(a)pkf.pt queue, so that > when I login as a customer, I can see all my requests? > > > > Thank you, > > > > Nuno Miguel Neves > > Partner > > PKF Sistemas de Informação, S.A. > > Edificio Atrium Saldanha l Praça Duque de Saldanha, nº1 4º Piso H l 1050-094 > Lisboa l Portugal > > Tel: +351 213 182 720 l Fax: +351 213 146 114 l Tlm: + 351 964 803 152 > > email: nuno.miguel.neves(a)pkf.pt l http://www.pkf.pt > > > > > > A PKF – Sistemas de Informação,SA é membro da PKF International Limited, uma > associação de sociedades membro legalmente independentes, a qual não aceita > quaisquer responsabilidades pelos actos ou omissões de qualquer sociedade ou > sociedades membro. Uma qualquer sociedade membro não aceita quaisquer > responsabilidades pelos actos ou omissões de qualquer outra sociedade ou > sociedades membro. > > PKF – Sistemas de Informação,SA is a member of PKF International Limited, an > association of legally independent member firms which does not accept any > responsibility or liability for the actions or inactions on the part of any > individual member firm or firms. Individual member firms do not accept > responsibility or liability for actions or inactions on the part of any > other individual member firm or firms. > > > > Este e-mail pode conter informação privilegiada e confidencial. Se não é o > destinatário pretendido, não deve copiar ou distribuir este e-mail. Se > recebeu este e-mail por engano, por favor notifique imediatamente o > remetente. Deve certificar-se que este e-mail e os seus anexos não se > encontram infectados por vírus. O envio de e-mails não é um meio de > comunicação completamente seguro. Apelamos a que reconheça essa falta de > segurança e que tome todas as precauções necessárias quando comunicar > connosco via e-mail. > > A PKF reserva-se do direito de ler sem pré-aviso qualquer e-mail e > respectivos anexos que nos sejam enviados. > > This e-mail may contain privileged and confidential information. If you are > not the intended recipient, you must not copy or distribute it. If you have > received this e-mail in error, please notify the sender and delete the > e-mail immediately. You should ensure that this e-mail and any attachments > are virus free. E-mail is not a 100% secure communications medium. We advise > that you understand this lack of security and take any necessary measures > when e-mailing us. > We reserve the right to read any e-mail or attachment entering or leaving > our systems from any source without prior notice. > > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

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Link services to queue when making phone/e-mail ticket
by Ulrich Gøhns 01 Jul '10

01 Jul '10

Hello, In the agent module I want to be able to show different services based on what queue the agent picked when creating a phone- or e-mail ticket. Example: Agent picks the Service Desk queue => Services shows: Computer, Printer, Hardware, Network, etc, etc. Agent picks the Infrastructure queue => Services shows: Server, Network, Security, etc, etc. Is this possible? Regards, Ulrich

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Problems connection to cvs source to get the OTRS3 source for alpha test system
by Markus Moj 01 Jul '10

01 Jul '10

Hi there, as you can see in the subject I´m having trouble to connect to the cvs source from OTRS. Each time I want to connect to : cvs -d :pserver:anonymous@source.otrs.org:/home/cvs login I only get an cvs [login aborted]: connect to [source.otrs.org]:2401 failed: Connection timed out Can anybody of you login to the cvs tree an get the source files? Is there another possibility to get the files to build an alpha test system? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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