March 2011 - otrs - OTRS mailing lists

: using Service and SLA with ITSM Change Management module
by Stefano Boccanera 04 Mar '11

04 Mar '11

Hi I'd like to know if I can configure an association btw a Change Request and a Service. I have the goal to manage some SLA on Change Request monthly rate for a customer. My assumptions (reading the documentation) are : a) I can define a Service (say service A) b) I can define a SLA (say SLA B) and link it to service A c) After that I can link any ticket to service having an automatic SLA calculation using statistic module If above assumption are corrected, I'd like to modify point c) linking every change request created to service A and calculate the SLA on change final 'successful' status (or other significat status) Unfortunately the 'link' function of Change Request, doesn't show 'Service' as option, so I'll try to find how to configure this option by means of sysConfig options. I found into 'Framework -> Core::LinkObject' one opportunity, adding to PossibleLink###3420 additional relationship btw ITSMChange and Service, similar to relationship btw ITSMWorkorder and Service. Is this approach correct ? If doesn't there is an alternative to meet my goal? regards stefano

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Accessing OTRS mySQL from LAN with mySQL Workbench
by Boniforti Flavio 04 Mar '11

04 Mar '11

Hello all. I've installed OTRS 3 on a Windows 2003 Server and now I'd like to access it's database from my PC in LAN. Using mySQL Workbench, I only get error connecting to it. I get "Host mypc.domain.local is not allowed to connect to this MySQL server". So, how do I have to proceed to enable it also connections from LAN PCs? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch

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Set Service in ticket from external Customers
by José Francisco Luis Medina 04 Mar '11

04 Mar '11

Hi! Within a short time we turn on the "services"in our OTRS, I can verify that the service and Customer users to be assigned in Customer <-> Services, then my question is this. How I can assign service to tickets for users who are not registered in my OpenLDAP? and they never be set in Customers<->Services.

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new user creation welcome mail
by Francesco Pasqualini 04 Mar '11

04 Mar '11

Hi, when I create a new user from administration, OTRS does not send the notification to the user. Is there a way to send a welcome mail to remind user the login info. Something like CustomerPanelBodyNewAccount thanks

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reply-to field in notification mails
by Viktor Eszenyi 03 Mar '11

03 Mar '11

Hi all, I've been searching for solution for a day now, in archive and forums, but I couldn't find a method to set the notification mail's "Reply-To" field. We're using OTRS 3.0.6, the specific use case is that we send notification emails to customers (through SMTP) about almost everything, from the address otrs(a)companyname.com, but in case the customer replies, we'd like those mails to arrive in support(a)companyname.com. Can somebody help me, how is that possible? Thanks, Viktor

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: using the ITSMChangeDelete.pl procedure
by Stefano Boccanera 02 Mar '11

02 Mar '11

Hi I'm testing OTRS ITSM Change Mangement to implement a change management solution at a italian customer site.Now, after some testing creating change requests, workorders and so on, I would to clear the configuration without 'dropping' the database and re-create it from scratch. The problem is around the lack of 'Delete' function for Change Request items. I discovered into the bin directory a *ITSMChangeDelete.pl* module and I'm wondering if I can use it as a Generic Agent operation. I'm a newbie with perl language and I have some difficult to read the code and understand how to use it ( what parameter, etc.). Has anyone used that procedure or know some details how to use it? thanks -- Stefano Boccanera

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how to delete users (and yes I know about invalid)
by marthter 01 Mar '11

01 Mar '11

Hi folks, I understand the point about not deleting users as described here: http://doc.otrs.org/2.0/en/html/x694.html 'To keep the consistency of the data for OTRS it is not possible to delete a user. To deactivate a user account set it to "invalid" or "invalid-temporarily".' I am just at the very beginning of my installation, and testing out LDAP integration to an Active Directory server. I am trying to use AuthSyncModule::LDAP::UserSyncInitialGroups so that once a user is authenticated, it automatically transfers their user information from LDAP to the OTRS database, AND (what UserSyncInitialGroups does specifically) adds them to the 'admin' group. However when I first tested this I had it set only to add them to the 'users' group. And it seems like it ony does this step on the very first time the user logs in. So now to test that it correctly adds a user to the 'admin' group the first time they log in, I really think I do need the user delete capability, so that my test user can log in for the "first time" again. This is an Ubuntu 10.04 system, with otrs 2.4.7-1ubuntu0.1 and postgresql 8.4.7-0ubuntu0.10.04. So I guess the question is probably, can I just use the psql command line client, and delete the relevant rows (say, for user id 2 if that's the one I want to re-test) from the Postgres tables 'users', 'user_preferences', and (if that was indeed the highest user id and I want it to get re-used when the user is added again) update the last_value column in the 'users_id_seq' table. Is this the right approach or are there too many other tables that would need to be kept consistent for this to work. Note that I have not manually added any users to any groups, I have not added any tickets, roles, or anything else. All I have done since the install is test this user login stuff, and view (not change) things. Thanks in advance for any suggestions. Martin

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Create new item in agent intreface
by Juancho - 01 Mar '11

01 Mar '11

Hi all Am trying to create a new option in Agent Interface in wich I could assign a number or string like: "hardware" or "DB", after receiving the ticket, to add a new clasification. Is there an option to do that????? The freetext one seems to be just for customer interface! Please help Thanx in advance.!!!!!

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Auto-link a followup email to a closed ticket to the previous ticket?
by Aron Rotteveel 01 Mar '11

01 Mar '11

Hi, What I'd like to do is the following: when a ticket is closed and a followup is received, a new ticket is created. The new ticket should then be automatically linked to the closed ticket. Is this possible? -- Best regards / Met vriendelijke groet, Aron Rotteveel

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Want to post
by Sri Harsha Yalamanchili 01 Mar '11

01 Mar '11

Want to post

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