January 2012 - otrs - OTRS mailing lists

Integration of OTRS
by Neel.Darji＠ril.com 12 Jan '12

12 Jan '12

Hi, thank you for your quick reply. I am satisfied with it. Can you tell me is there any possibility to integrate OTRS with any other tool that can discover the network? I have successfully worked on GLPI. So can we integrate Inventory part of GLPI with OTRS so that our aim can be achieved? Thanks and Regards, Neel -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 05 January 2012 17:30 To: otrs(a)otrs.org Subject: otrs Digest, Vol 40, Issue 5 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. to know anout otrs (Neel.Darji(a)ril.com) 2. Re: to know anout otrs (jp.shi) ---------------------------------------------------------------------- Message: 1 Date: Wed, 4 Jan 2012 17:46:18 +0530 From: <Neel.Darji(a)ril.com> Subject: [otrs] to know anout otrs To: <otrs(a)otrs.org> Message-ID: <AEA314C34FBE704BAFBE41EE677CC8BC01694764(a)SIDCMBX07.in.ril.com> Content-Type: text/plain; charset="us-ascii" Hi, I am very new to OTRS. My friend has installed OTRS on linux and also in a few days,i will also be able to install it on my machine. Now i want to integrate OCS or Fusioninventory with it so that it can also discover the IT software and Hardware assets that are in a present network. So can i do that? If yes, then tell me how. And what is required for that? Thanks and Regards, Neel "Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s). are confidential and may be privileged. If you are not the intended recipient. you are hereby notified that any review. re-transmission. conversion to hard copy. copying. circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient. please notify the sender immediately by return email. and delete this message and any attachments from your system. Virus Warning: Although the company has taken reasonable precautions to ensure no viruses are present in this email. The company cannot accept responsibility for any loss or damage arising from the use of this email or attachment."

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Language Translations (to Spanish) for some errors.
by Alvaro Cordero 11 Jan '12

11 Jan '12

Hello I am implementing OTRS 2.4 with ITSM and we need to use it in spanish. I have added some new terms to translation files (/opt/otrs/Kernel/Language/es*_pm). But there are few messages that are still showing in english. As an example when we tried to add a Service, Rol, Group, etc that already exists the message shows as following: : Duplicate entry 'example' for key 2, SQL: 'INSERT INTO roles (name, comments, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, current_timestamp, ?, current_timestamp, ?)' . I have tried adding the following line into es.pm and es_ITSMCore.pm 'Duplicate entry %s for Key %s, SQL: %s' => 'Entrada Duplicada % para la llave %s, SQL: %s', Also when user tries to add a duplicated "Service" this is the error: Can't add service! Service with same name and parent already exists So I added the following line into es_ITSMCore.pm $Lang->{'Can\'t add service! Service with same name and parent already exists.'} = 'No se puede agregar el servicio! Un servicio con el mismo nombre y padre ya existe.'; This tests are been carried by our quality area and they requests that all messages and warnings etc be shown in spanish. Thank you all. -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

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Add new types for service [OTRS 3.0.11 + ITSM]
by Dilson Tomé 11 Jan '12

11 Jan '12

Hi. How do I add new types for service? I look at general_catalog in MySQL, but i think this is not the right way. *id * * general_catalog_class * * name* * valid_id* 14 ITSM::Service::Type End User Service 1 15 ITSM::Service::Type Front End 1 16 ITSM::Service::Type Back End 1 17 ITSM::Service::Type IT Management 1 18 ITSM::Service::Type Reporting 1 19 ITSM::Service::Type IT Operational 1 20 ITSM::Service::Type Demonstration 1 21 ITSM::Service::Type Project 1 22 ITSM::Service::Type Training 1 23 ITSM::Service::Type Underpinning Contract 1 24 ITSM::Service::Type Other 1 11 rows in set (0.00 sec) May you help me? Thank you. --! *Dilson Tomé Rainov *

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Assigning queue and roles from AD groups
by Jørn-Stian Lønsetteig 11 Jan '12

11 Jan '12

I’ve installed and configured OTRS to work with AD, and have gotten it to grant access to members of two specific groups (basically by duplicating the existing directives). I’d like to assign OTRS-roles and/or queue affinity based on this. Ideally, I’d create a group structure similar to this: OTRS_Admin, OTRS_Agent, OTRS_Queue1 and OTRS_Queue2. Users that’s a member of the OTRS_Admin group would be assigned to the Admin group, the users that are member of OTRS_Queue1 group would be assigned queue access and so on. In the default/suggested settings, there’s a directive that’s called AuthSyncModule::LDAP::UserSyncInitialGroups that adds the user to the “users” group. How can I make that happen for only one of the groups, and then do the same for another? Best regards Jørn-Stian Lønsetteig

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Priority, Impact and Criticality
by Wagner 09 Jan '12

09 Jan '12

Hello, is there a way to disable the fields Priority, Impact and Criticality? I thought I had seen it in the Sysconfig, but didn't find. Thanks

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ticket # in header not subject ?
by ipguy 09 Jan '12

09 Jan '12

Hi all is it possible to place the ticket # in the email header instead of the subject ? if so, what are the pitfalls in doing this ?

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OTRS configuration
by Nikhil Joshi 09 Jan '12

09 Jan '12

Hi, Can we add numbers to the customized ticket states? For instance Can I have added new ticket states as 1.New 2.Acknowledged 3.Waiting 4.Completed 5.Closed... Is this valid?? Regards Nikhil Joshi Pune

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OTRS:ViewNote configuration
by Nikhil Joshi 09 Jan '12

09 Jan '12

Hi, I have configured OTRS and I have added new customized ticket states. I have added the new customized states in Ticket -> Frontend::Agent::Ticket::ViewNote, and view state option is enabled. But I cannot see those ticket states in "next state type" in note template. Regards Nikhil Joshi Pune

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Can't create new queues after update from 2.2.8 to 3.0.11
by Marc Balmer 06 Jan '12

06 Jan '12

Hi I more or less successfully update our OTRS installation from 2.2.8 to 3.0.11 and almost everything seems to work and we all love the new look and feel. However, when creating a new queue, we get an SQL error: ERROR: null value in column "move_notify" violates not-null constraint, SQL: 'INSERT INTO queue (name, group_id, unlock_timeout, system_address_id, calendar_name, default_sign_key, salutation_id, signature_id, first_response_time, first_response_notify, update_time, update_notify, solution_time, solution_notify, follow_up_id, follow_up_lock, valid_id, comments, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' I chcked on the (PostgreSQL) database, table queue has a column move_notify with a not-null constraint, and the SQL statement being used by OTRS does _not_ set that column in the insert statement above. So the DB is right to yell at us here. Is that rather a bug in the code or should the column "move_notify" have been dropped during the upgrade? Thanks for any hints, Marc Balmer, micro system

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Timestamp in ticket text
by Günther Wagner 06 Jan '12

06 Jan '12

Hello, is it possible to put a timestamp in the ticket when it gets updated? Regards Guenther Sent from my Android phone with K-9 Mail. Please excuse my brevity.

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