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Machine name into ticket
by Gadow, Shawn 01 Jul '11

01 Jul '11

I would like to if it is possible (it was with my last ticket system) to pull the machine name from which the ticket was created into the ticket when it is created (in a separate field if possible)... If it is not possible to add the machine name to the ticket automatically then is it possible to add a required field directly between the SLA and Subject fields that could feed into the ticket when it is created? I know you can add fields to the bottom of the form as I have done that but I would rather have a required field in the location stated above rather than down under the text field I did some searching and couldn't find anything on this Shawn Gadow Network Administrator Oregon CUSD 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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Customer Frontend skins
by Gadow, Shawn 01 Jul '11

01 Jul '11

Does anyone know where I can get free custom customer frontend skins/templates? Thank you, Shawn Gadow Network Administrator Oregon CUSD 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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ITSM Notification : how attributes I can use?
by Stefano Boccanera 01 Jul '11

01 Jul '11

Hi I'm try to configure teh notification schema about ITSM Changes management. I'd like to know where I can find infos about 'attributes' available and rule sintax. I used ChangeState as attribute and it works fine, but I need to use different Change attributes to set the notification schema according to client's needs. best regards -- * Stefano Boccanera*

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RFI | How to create a new field as like Time Units | Help Needed
by Himanshu Arora 01 Jul '11

01 Jul '11

Hello, I just wanted to create a new field as like Time Units in OTRS 3.0, whenever I update the ticket and enter the hours / minutes / seconds so that it keeps on adding it, just as same as Time Units field work. Trying to do it from couple of days now and have no luck on this, would appreciate if someone can help me with this. Thanks, Him

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CC to OTRS with attachments
by Lars Jørgensen 01 Jul '11

01 Jul '11

Hi, When a customer sends an email to another person and Cc's OTRS to also create a ticket, attachments to that email does not appear in OTRS. Before I file a bug on this, I would like to know if this is intended behaviour? -- Lars

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Query for retrieving notes for a ticket
by Alexandru Cioropina 30 Jun '11

30 Jun '11

Hey. First of all, I'm new here, so I apologize in advance if my question has already an answer. So, basically, here's the fact: the company I work in would like a report to reveal all the notes that were created regarding a ticket. I couldn't find anything like it in OTRS, so I went to another reporting tool and I ended up with this query: SELECT ticket.tn, COUNT(ticket_history.history_type_id) AS '# of Notes' FROM ticket_history LEFT JOIN ticket ON (ticket_history.ticket_id = ticket.id) WHERE ticket_history.history_type_id = 15 AND ticket_history.create_time BETWEEN startDate AND endDate GROUP BY ticket.id; It's part of a procedure, so that's why I have a startDate and an endDate. My question is if anyone of you guys know what history_type_id's are used when adding a note. Thank you very much in advance.

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Re: [otrs] : error executing the otrs.ITSMChangeDelete.pl procedure (SOLVED)
by Stefano Boccanera 30 Jun '11

30 Jun '11

Hi I'm solved the problem. The new BIDateChecksum (a modified copy of DateChecksum) had the old package definition: package Kernel::System::ITSMChange::Number::DateChecksum I modified the definition into package Kernel::System::ITSMChange::Number::BIDateChecksum and now all works fine. Sorry for my mistake ... stefano boccanera 2011/6/30 Stefano Boccanera <sboccanera(a)gmail.com> > Hi > > I catched following error using the otrs.ITSMChangeDelete.pl (the real > procedure that output the error is otrs.ITSMChangesCheck.pl) - (OTRS > 3.0.8, ITSM 3.0.3) > > Can't locate package Kernel::System::ITSMChange::Number::BIDateChecksum for > @Kernel::System::ITSMChange::ISA at /opt/otrs/Kernel/System/ITSMChange.pm > line 101. > > depite the errors the changes I want to delete are really deleted. > > BIDateChecksum module is a custom module that creates a custom Change id > string. It works fine and the module is into the right directory > Kernel/System/ITSMChange/Numbers > > what's the problem ? > > best regards > > -- > * > Stefano Boccanera* > > -- * Stefano Boccanera*

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ConfigItem access with SOAP
by Christoph Ohliger 30 Jun '11

30 Jun '11

Hi, its a ITSM related question but I got no answer at the ITSM list, so maybe anyone within this list has tried to develope with SOAP. There was a thread last year "[itsm] Create a ConfigItem by using the SOAP interface / rpc.pl <http://lists.otrs.org/pipermail/itsm/2010-May/000809.html>", where Udo stated that its currently not possible. I would like to know if anyone has realized access to the ITSM stuff via SOAP or if its still not possible ? We are trying to realize ticket creation with relationship to our assets (for example rooms) and need to read/extract the ConfigItem list. Maybe the new generic interface will provide something in this direction, but haven?t seen any details for this. regards Christoph

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: error executing the otrs.ITSMChangeDelete.pl procedure
by Stefano Boccanera 30 Jun '11

30 Jun '11

Hi I catched following error using the otrs.ITSMChangeDelete.pl (the real procedure that output the error is otrs.ITSMChangesCheck.pl) - (OTRS 3.0.8, ITSM 3.0.3) Can't locate package Kernel::System::ITSMChange::Number::BIDateChecksum for @Kernel::System::ITSMChange::ISA at /opt/otrs/Kernel/System/ITSMChange.pm line 101. depite the errors the changes I want to delete are really deleted. BIDateChecksum module is a custom module that creates a custom Change id string. It works fine and the module is into the right directory Kernel/System/ITSMChange/Numbers what's the problem ? best regards -- * Stefano Boccanera*

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Re: [otrs] ITSM:CMDB question
by Danail Petrov 29 Jun '11

29 Jun '11

Hello again, I just wanted to tell you guys that I've found the solution for that. I'm going to copy->paste it (should someone need it). Very special thanks to Damjan Lepceski, who helped me with that! The snipped bellow is what I received as a solution from Damjan: If I understood correctly, you need to add custom field within the CMDB classes (i.e. AssetID for Computer/Network/Software etc.). This is manageable through Admin panel => Config Item => (Here you choose the class you want to edit) => Then click `Change Class Definition` On the right-hand side you can see the Class Definition describing all class `fields`. Here, you can define your own custom field the same way the other fields are defined. For example you can add: { Key => 'AssetID', Name => 'AssetID', Searchable => 1, Input => { Type => 'Text', Size => 50, MaxLength => 100, }, }, After this, submit the changes and do the same for every existing class (assuming you need the custom field included in all classes). Now, try to open and edit some Config Item from the CMDB menu and you can see the new text field (the config item should belong to the modified class obviously :) ). As for the search feature, there is no way around selecting the class first. But once you modify the class definition, in the search box for the selected class you can chose your custom field (AssetID in you case) from the dropdown menu and get all ConfigItems which match your AssetID. The other way is through Statistics menu, just chose `Add` and creating the report criteria is pretty self-explanatory. Hope that helped, Damjan From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Danail Petrov Sent: Monday, June 27, 2011 1:51 PM To: otrs(a)otrs.org Subject: [otrs] ITSM:CMDB question Hello folks, Long time no see ;) I'm here with another question, this time it's about the CMDB module. I have some ideas yet I can't find a way to realize these using OTRS. My question is: Is it somehow possible to add custom field to all kind of CI (configuration items/cmdb assets)? I want to create my own naming convention and be able to use it in OTRS. For instance - We are currently using the following asset management naming convention: CustomerID - POP - DeviceType - UID 001 - 001 - 02 - 00001 So basically I need to have an option to fill this information within a custom label (let's say an AssetID for example). Also I would need an option to search by this Id within the CMDB. For example, if I receive a call from customer with inquiry "Hey, we have a problem with assetId is 12-22-1-0013 - the lights doesn't blinking" - I must have an option to search directly for this assetId - without specifying whether if it's a Switch, Router or PC - because I don't have this information. Do you think this is somehow possible? 10x in advance! Danail Petrov Managed Services Manager GSM: +359 879 686809 Office: + 359 2 970 45 74 Email: danail.petrov(a)telelink.com [ТЕЛЕЛИНК СЛУЖЕБНО] [BG] Съдържанието на това електронно съобщение е предназначено единствено за посочения получател. В случай, че не сте указания получател на това съобщение или негов оторизиран представител, използването, копирането, разпространението му или предприемането на действия, свързани с него е строго забранено. Ако сте получили това съобщение в резултат на техническа грешка, моля уведомете подателя и изтрийте съобщението от пощенската си кутия или всякакви други запаметяващи устройства. Електронните съобщения, разпространявани по Интернет, могат да бъдат променяни.Телелинк ЕАД не носи отговорност за модифицирани, променени или фалшифицирани съобщения. [EN] The contents of this e - mail are intended for the named addressee only.Unless you are the named addressee or an authorized designee, you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Please notify the sender immediately if you have received this e - mail by mistake and delete it from your system. Messages, transported over the public Internet are susceptible to alteration. Telelink shall not be liable for the message if altered, changed or falsified.

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