January 2016 - otrs - OTRS mailing lists

ITSM - service handling
by Branislav Brna 25 Jan '16

25 Jan '16

Hello, I am trying to implement ITSM in our OTRS install and I am having a hard time figuring right way to use Services. I already created our business service catalog of services that we provide to our customers like Internet, Wireless, VPN, VoIP etc... Right now I am trying to create technical service catalog that will mostly consists of our internal infrastructure. What I cant figure our is where to put things like problems with invoices or claims from retail customers. My understanding of ITIL tells me that these type of things should be handled as problems under exact customer service. My boss on the other hand thinks that for these type of situations should exist separate technical services like billing or customer care. Do you have any thought on how to handle this? I would be also interested in hearing how you implemented this part of service desk with OTRS. Thanks With regards Branislav Brna

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strange error in log and misc question
by Alex 25 Jan '16

25 Jan '16

Hi Guys, I am seeing this error in the log every so often. Running ver 5.01: Tue Nov 3 10:20:26 2015 error OTRS-otrs.Console.pl-Maint::OTRSBusiness::AvailabilityCheck-10 Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 read timeout Tue Nov 3 10:20:26 2015 error OTRS-otrs.Console.pl-Maint::OTRSBusiness::AvailabilityCheck-10 There was an error executing Execute() in Kernel::System::Console::Command::Maint::OTRSBusiness::AvailabilityCheck: ERROR: OTRS- otrs.Console.pl-Maint::OTRSBusiness::AvailabilityCheck-10 Perl: 5.20.2 OS: linux Time: Tue Nov 3 10:20:26 2015 What exactly is the software trying to "POST" to https://cloud.otrs.com/otrs/public.pl? Should I concerned about these entries in the log? Also, since upgrading to OTRS ver 5.x, when closing a ticket, a subject field for the close note has now appeared and is mandatory? Is there any way to revert this to the previous behavior where just a note entry is enough? Cheers, A.

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CustomerCompany on external database
by Antonio Reale 22 Jan '16

22 Jan '16

Hi all, in 3.2 version during the customer user creation phase I had to populate the CustomerID field manually (no dropdown menu). There was no need to have the company created in the CustomerCompany backend. After upgradind to OTRS 5, when I create a new customer I can't insert a CustomerID if it is not present in CustomerCompany, so I decided to point OTRS to an external database where I have companies data. I changed the Config.pm, so now I have CustomerCompany data on the external database and CustomerUser on the local OTRS database. In Customer Management I correctly see all companies, but if I try to add a customer user the CustomerID field is disabled. Is possible to have CustomerUser and CustomerCompany on different backends? Thanks. Regards. Antonio

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SystemMonitoring Problems
by Rob Shears 21 Jan '16

21 Jan '16

Folks So I have system monitoring installed but I cannot get it to acknowledge alerts on the Nagios side, which I need to be over HTTP. I have updated the configurations for system monitoring to include the DynamicField_ addition to the free text fields. I have updated the regex to capture the necessary service/server data, and confirmed that these are captured and recorded in the DB. I have updated the URL for Nagios server. I have updated the trigger to TicketOwnerUpdate, rather than TicketLockUpdate. When I update the owner on a ticket, the system doesn't even seem to try to acknowledge the alert. I don't see anything in the system log. I don't see anything in the httpd logs (either Nagios or OTRS servers), I don't see any errors. OTRS : 4.0.13 System Monitoring : 4.0.2 KIX4OTRS : 7.0.6 KIX Core : 4.0.5 I'm not sure what information would assist in trouble shooting this issue. It simply seems to not even trigger the 'I should send an acknowledgement to Nagios' event. If I paste the GET command into a web browser with a session authenticated to the Nagios server with the OTRS user/pass, it successfully processes the acknowledgement, so I think once I can work out why it isn't triggering, it should be good to go! Any direction or guidance would be great. Cheers Rob.

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OTRS 5 AD Integration
by Sujeeva Tissaarachchi 21 Jan '16

21 Jan '16

Dear Friends, Has any one integrated OTRS 5 or 4 with Microsoft Active Directory? Best Regards, Sujeeva Tissaarachchi

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Phone call - article visbility?
by Nick Bright 20 Jan '16

20 Jan '16

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Force user to update escalated ticket first
by Branislav Brna 20 Jan '16

20 Jan '16

Hello, in our company we have been using OTRS for several years. A long time ago we have been using feature of it that basically brought in front each escalated ticket and agents were unable to do anything else till the ticket got updated. Now we would like to enable this again, but I am having really hard time remembering what needs to be enabled to allow this behavior. Could someone help me with this? Thanks WIth regards Branislav Brna

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Validation in Process with DynamicFields
by Eduardo Casarero 19 Jan '16

19 Jan '16

Hi, I've a process with several dynamic fields, I need to validate that the combination of the dynamic fields information is not duplicated in other existing ticket in the system. I think I can do it in a Transition, with a custom Transition Validation Module, but I only found the ValidateDemo.pm. Are there other examples of custom validations? my perl skills are not the best. Also if anyone knows a simple way to do this consistency check I'll appreciate the hint. Thanks, Eduardo.

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How to associate a CI to a ticket
by André Cavalcante 19 Jan '16

19 Jan '16

Hi There, I'd like to associate a ticket to a CI, but to do it, I must know either the CI number, name, incident state ou deployment state, but I'd like to do it, searching for another attribute. How can I do it? Any hint? -- *André Luiz C. e Cavalcante* *PMP, PRINCE2, ITIL EXPERT*

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CONFIGURATION ITEM
by André Cavalcante 19 Jan '16

19 Jan '16

Hi there! I need some help in importing .SCV files to CMDB. I have create the template, but everytime I try to import data no single line is imported. Import summary for ITSMConfigItem Records: 5 Success: 0 Failed: 5 Last processed line number of import file: 5 Any hint? Thanks! -- *André Luiz C. e Cavalcante, PMP, PRINCE2, ITIL EXPERT*

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