April 2011 - otrs - OTRS mailing lists

Re: [otrs] OTRS ITSM : computers discovery
by Steve Durbin 28 Apr '11

28 Apr '11

We went for a mix-and-match solution which may be of interest to others. We create records on OTRS for each newly purchased device from our procurement process. We use Microsoft SCCM as the main discovery and management tool, and pick up data from SCCM daily which is injected into the OTRS records maintaining details useful to the service desk; examples are network address, linked networks, last logged on user, memory size, cpu count/speed. We have added a link to the SCCM record and the SCCM remote control tool to the CMDB detail screen which then allows agents to click through to these should they be needed to fix/investigate the ticket. SCCM records not found on OTRS are reported as exceptions - helps with the security process. -- Steve Durbin Group Manager Applications Delivery / Cyfarwyddwr Grŵp Trosglwyddo Rhaglenni Bridgend County Borough Council / Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel / Rhif Ffon: +44 1656 642113 Mob / Ffon Symudol: +44 7976 271559 Fax / Ffacs: +44 1656 642125 Web / We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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Statistics Scheduled Deployment?
by Gadow, Shawn 28 Apr '11

28 Apr '11

I apologize for the many questions I have had recently you guys have been a great help.. I do have another question already however.. Is it possible anywhere (I can't seem to find it) to send a statistical report on a scheduled basis to a customer via e-mail either straight or by creating a ticket in their name that contains the report as an attachment? Thank you once again, Shawn Gadow Network Administrator Oregon Community Unit School District 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

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Font Formatting In Notification Management?
by Gadow, Shawn 28 Apr '11

28 Apr '11

Since my last question was answered so easily I figured I would throw another probably easy question out there.. I would like to do some font formatting such as color, bold, underline, etc. etc. in the notification management text body field.. I tried html which it don't recognize and I didn't figure it would but I tried anyway.. Is there a way to format the font in this location or change that box to use the WYSIWYG editor? Shawn Gadow Network Administrator Oregon Community Unit School District 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

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Creating tickets/replying to tickets load time
by Gadow, Shawn 28 Apr '11

28 Apr '11

When creating and replying to tickets it seems to take an average of 30-60 seconds for the system to send the ticket/response and or refresh is this standard? And if not how can I go about troubleshooting the cause and/or what is the major cause of a delay like this? Thank you, Shawn Gadow Network Administrator Oregon Community Unit School District 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

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Change the default OTRS cronjobs
by Muhammad El-Sergani 28 Apr '11

28 Apr '11

Hi all, Is there a way to edit the default cronjobs? Whenever the system is restarted for any reason, the $HOME/bin/otrs.PostMasterMailbox.pl line is back to */10. Any hints? Thanks and Best Regards, Muhammad El-Sergani.

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Tickets sorting in a customer interface
by Marius Vaitiekunas 28 Apr '11

28 Apr '11

Hello, I have enabled Ticket::Frontend::CustomerTicketOverviewSortable to "Yes" in sysconfig, but sorting works only by the first element ("Ticket#") of the table. Any suggestions, how to fix it? I was comparing dtl files, but without luck yet :( Thank You! -- mv

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OTRS ITSM : computers discovery
by GARDAIS Ionel 28 Apr '11

28 Apr '11

Hi list, We give a try to OCS Inventory to collect datas about the computers we manage. We ran into a few problems that led me to drop this tool … Then I discovered OTRS for ticket requests : stable, efficient, all good. I installed the ITSM package on a test system and was wondering if a plateform plugin exists to automatically register a computer and update its features into ITSM ? Thanks, Ionel

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SLA's and Auto Responses
by Gadow, Shawn 27 Apr '11

27 Apr '11

I am looking to attach auto responses based on what SLA a customer chooses I have my OTRS Set up as follows example Queue - Oregon High School Service - keyboard/mouse issue SLA - My mouse does not work - My keyboard does not work - Etc etc My goal is to create a detailed self help response for the majority of my sla's that will automatically get sent out when a customer submits a ticket under the specific SLA I know you can set auto responses for queues but is it possible to do this via SLA instead as it would benefit the self help area by doing that where as the overall general queue would not.. and how would I go about doing that? Shawn Gadow Network Administrator Oregon Community Unit School District 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

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Re: [otrs] SOAP::Lite version problem with OTRS 3.0.7 (Debian Squeeze)
by otrs＠catcons.co.uk 27 Apr '11

27 Apr '11

Hello Mike :-) Thank you for your very quick answer. For the benefit of people new to OTRS, the method of installation (on a remote server) was to download http://users.otrs.com/~mb/SOAP-Lite-0.713_01.opm to the local computer, log into OTRS as root@localhost then Admin → System Administration → Package Manager → Browse → Install. Methods tried that did not work: using /opt/otrs/bin/opm.pl (it did not exist -- only in earlier versions of OTRS?) and downloading SOAP-Lite-0.713_01.opm to /opt/otrs/var/packages/ (it was not listed in Package Manager). Best Charles > -----Original Message----- > Date: Wed, 27 Apr 2011 10:58:24 +0200 > From: Michiel Beijen <michiel.beijen(a)otrs.com> > Subject: Re: [otrs] SOAP::Lite version problem with OTRS 3.0.7 (Debian > Squeeze) > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <BANLkTinH4cgYCkgFaNb46Nhmr8c-O5nx-A(a)mail.gmail.com> > Content-Type: text/plain; charset=UTF-8 > > Hi Charles, > > The main problem is that the latest version of SOAP::Lite is > still broken. > I created a patched version of this module which you can install using > the OTRS package manager; see for more details > > http://blog.otrs.org/2011/03/04/fixing-the-soap-interface-for-otrs/ > > It's a nice way to cleanly install a patch for the SOAP module. > Please note that you really only need to care about this if you USE > the SOAP interface; if you don't, you can simply ignore the warning > from CheckModules. > -- > Mike

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Response and Signature
by Muhammad El-Sergani 27 Apr '11

27 Apr '11

Hi all, Is there anyway to eliminate the one or two lines between the std. response, and the std. signature? In new tickets, they are two lines. In replying, they are sometimes one line, and sometimes none at all! And yes, I don't have any empty lines after the std. response set. Thanks and Best Regards, Muhammad El-Sergani.

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