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itsm access level
by Luis Daniel Lucio Quiroz 30 Mar '11

30 Mar '11

helo, just wondering if theres a way to control access in itsm 3. I mean that some agents can see some CI's and other agents other CI's. Thanks in advance, LD

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Adding queues after upgrade to OTRS latest version
by Jorge Cabrera 30 Mar '11

30 Mar '11

Hi, I upgraded a month ago to OTRS's latest version. Everything was working fine until recently I had the need to add another queue (I know, I should've tested this before upgrading). When I try to add a new queue it seems that the data is not reaching the SQL insert command and I get the following error: ERROR: invalid input syntax for integer: "", 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, ?)' Is this an issue? Did somebody else get this problem? Thanks for your help -- *Jorge Cabrera Méndez* Departamento de IT T: +34 916 011 373 M: +34 637 741 034 F: +34 916 011 372 jorge.cabrera(a)andago.com <mailto:jorge.cabrera@andago.com> www.andago.com <http://www.andago.com/> Síguenos en: Twitter <http://twitter.com/andago> - Facebook <http://www.facebook.com/pages/Andago/111911732048> - LinkedIn <http://www.linkedin.com/groups?gid=1479457> - YouTube <http://www.youtube.com/andagotv> *ÁNDAGO INGENIERÍA* Álcalde Ángel Arroyo, 10, 1º 28904, Getafe, Madrid (Spain) *ÁNDAGO LABS* Bizkaia Technology Park Kanala Bidea, Edif-103, 1º izq. E-48170, Zamudio, Bizkaia (Spain) logotipo de Andago *ÁNDAGO INTERAMÉRICAS* Ciudad del Saber Edificio 223, 3ºA. Ciudad de Panamá (Panamá) Antes de imprimir este mensaje, asegúrese de que es necesario. El medio ambiente está en nuestra mano. Consider the environment before printing this mail. AVISO LEGAL ------------------------------------------------------------------------ *ANDAGO CONSULTING SL / ANDAGO INGENIERÍA, SL* le informa que los datos facilitados por Ud. y utilizados para el envío de esta comunicación serán objeto de tratamiento automatizado o no en nuestros ficheros, con la finalidad de gestionar la agenda de contactos de nuestra empresa y para el envío de comunicaciones profesionales por cualquier medio electrónico o no. Vd. podrá en cualquier momento ejercer el derecho de acceso, rectificación, cancelación y oposición en los términos establecidos en la Ley Orgánica 15/1999. El responsable del tratamiento es ANDAGO CONSULTING SL / ANDAGO INGENIERIA SL, con domicilio en C/ ALCALDE ANGEL ARROYO, 10, 28904, Getafe (Madrid). El contenido de esta comunicación, así como el de toda la documentación anexa, es confidencial y va dirigido únicamente al destinatario del mismo. En el supuesto de que usted no fuera el destinatario, le solicitamos que nos lo indique y no comunique su contenido a terceros, procediendo a su destrucción. DISCLAIMER ------------------------------------------------------------------------ The content of this communication and any attached information is confidential and exclusively for the use of the addressee. If you are not the addressee, we ask you to notify to the sender and do not pass its content to another person, and please be sure you destroy it.

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Dashboard integration with Cisco Call agent (or any other call agent..)
by Danail Petrov 30 Mar '11

30 Mar '11

Hey guys, I was wondering (I've searched for that) is there any OTRS module that is able to perform Call agent integration ? My basic idea is to do the following: 1. Incoming call is received. Helpdesk engineer picks up the phone 2. Call agent is able to provide some arguments (B Number/Calling station) to any software. My idea here is to get this calling number (b number) and provide it as argument to some custom script. This script shall provide some MySQL queries and based on that it will either open a "new phone ticket" or just will open OTRS page with currently opened tickets (I'm still contemplating) I can do it by my own, using my custom scripts but what I actually want to do is to make it "clear". I want to integrate it OTRS and put this information on Dashboard. As soon as call is received - the otrs page is refreshed with some custom information on top (caller number, customer name, customer company, currently opened tickets and so on). Could you, please, give me opinion/experience/suggestions with that? Does anybody else did something like that, is there already module for that and so on.. Kind regards, Dani

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no change state ticket (new open)
by DM_Julio Angulo 30 Mar '11

30 Mar '11

Good morning, I have a question, I would change the behavior of OTRS, the following occurs: an agent and attended and confirmed with the client completing a ticket, but after a while the client sends a mail using the last post used by OTRS , which makes the ticket back to the open state and reset the time, could help to avoid this behavior and prevent re-open the ticket. Julio Angulo

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How to use Import/Export Management to create links between config items
by Martin Aigner 29 Mar '11

29 Mar '11

Hello OTRS, first of all, OTRS is a great project. We are struggeling with an ancient ticket/inventory systems for ages and now it seems we are finally able to swithing to OTRS. Thanks for that. Right now I am trying to migrate our inventory to OTRS using the import/export management. I retrieve inventory data from OCS inventory http://www.ocsinventory-ng.org/ and write a csv file with a simple python script. btw: I am willing to share the script if someone is interested. It is not a big deal, though. This procedure works fine for computers, printers, monitors... as stand alone items. What I would like to do is to import the link between this items. I can provide the IDs of the related items but it seems that the import manager cannot create a template to import such data. I use $OTRS/bin/otrs.ImportExport.pl with a template I created using the admin interface. Best, Martin

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Type, service, SLA and LDAP clients
by Ionel GARDAIS 29 Mar '11

29 Mar '11

Hi all, All my clients are pulled from an ActiveDirectory. How to add a client<->service mapping inside the Config.pm file ? (i.e. not to modify by hand all the users to assign the services to them). Also, I activated the "Type" and "Service" support in Core::Ticket but I do not see menus to change them for tickets already created. Am I missing something ? Thanks, Ionel -- Ionel GARDAIS Tech'Advantage CIO - IT Team manager

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Adding pictures to previously saved signatures
by Muhammad El-Sergani 28 Mar '11

28 Mar '11

Dear all, Is there a way to attach a picture, such as the company's logo, to a predefined signature? I found that it's possible only when replying/creating a ticket. Thanks and Best Regards, Muhammad El-Sergani.

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Can't "Reply All" or "Reply"
by Muhammad El-Sergani 25 Mar '11

25 Mar '11

Dear all, I'm the root user on an OTRS system, and I can't reply or reply-to-all to a ticket. Is there something that I should do for my user account to be able to reply back to tickets? I have both incoming and outgoing email accounts configured on the system, the incoming is working fine, as well as the outgoing (when creating a new outbound email ticket), and I'm using OTRS 3.0.6. Please, your help is very much appreciated. Best Regards, Muhammad El-Sergani.

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Tag shortcuts not working, always
by Muhammad El-Sergani 25 Mar '11

25 Mar '11

Dear all, When creating a signature, using one of the tags, "<OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname> on behalf of XYZ Company", for example, it doesn't fetch the corresponding values from the system. Is there anything missing? Best Regards, Muhammad El-Sergani.

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ITSM - multiple customers
by Aleksander Walesa 25 Mar '11

25 Mar '11

Hi All, We are using OTRS for a couple of years dealing with IT problems at our customers networks and server's rooms - it's just doing what is designed for :). Now we would like to implement ITSM in our system for us and our customers. But I think (please correct me if I'm wrong) there is no support for multiple customers in ITSM? No separate catalogs, CMDB, customers permissions etc? Just one big ITSM system that everyone can access (of course if he/she is in one of itsm groups)? Best Regards, Aleksander Walesa POLAND

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