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How to use Import/Export Management to create links between config items
by Martin Aigner 08 Mar '11

08 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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Survey Module - Not Sending Survey
by Parag Bhalerao 07 Mar '11

07 Mar '11

Hello Friends, I have a working install of OTRS 3.0.0 Beta 7 on Windows platform. I just installed survey module 1.2.91. I have configured the module and created a test survey. The system is not sending out the surveys, but when I click on survey, the count of surveys sent is incrementing. Am I missing something? GoodWills Parag Bhalerao

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Customer Responsiveness
by Brandon Cabrera 07 Mar '11

07 Mar '11

Greetings OTRS! Here's my problem, some customers have a knack for not responding to an open ticket which can skew our metrics on how well we keep to our SLA's. So some tickets where agents were prompt on contacting customers and trying to resolve their issue show up as escalated tickets once the resolution time was reached. I want to be able to view a report where situations like this are excluded so we do not confuse customer unresponsiveness for an agent's lack of SLA fulfillment. I am not sure if this is something I can fix within SLA's, queues, the generic agent, or some other back-end feature or if this is something I can weed out in the reporting feature. I hope this is enough information for you. Thanks, Brandon

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FAQ : How to add a category
by Ionel GARDAIS 07 Mar '11

07 Mar '11

Hi list, I just installed the FAQ module on a test system with OTRS 3.0.6. I can see the FAQ menu and am part of the faq group but whenever I try to add a FAQ, it complains against non-existing categories. But how to create categories ? Thanks, Ionel -- Ionel GARDAIS Tech'Advantage CIO - IT Team manager

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Add Hardware Type Itsm
by Sebastien Bory 07 Mar '11

07 Mar '11

Dear List How i can add a hardware type in the configuration Item ? I explain when you add an hardware item you have the name, description, .. and you have a drop list (type) and you can choose, printer, modem, keyword, and I need to add type since firewall , how I can do that? thanks Bets regards Sébastien Bory

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: using Service and SLA with ITSM Change Management module
by Stefano Boccanera 04 Mar '11

04 Mar '11

Hi I'd like to know if I can configure an association btw a Change Request and a Service. I have the goal to manage some SLA on Change Request monthly rate for a customer. My assumptions (reading the documentation) are : a) I can define a Service (say service A) b) I can define a SLA (say SLA B) and link it to service A c) After that I can link any ticket to service having an automatic SLA calculation using statistic module If above assumption are corrected, I'd like to modify point c) linking every change request created to service A and calculate the SLA on change final 'successful' status (or other significat status) Unfortunately the 'link' function of Change Request, doesn't show 'Service' as option, so I'll try to find how to configure this option by means of sysConfig options. I found into 'Framework -> Core::LinkObject' one opportunity, adding to PossibleLink###3420 additional relationship btw ITSMChange and Service, similar to relationship btw ITSMWorkorder and Service. Is this approach correct ? If doesn't there is an alternative to meet my goal? regards stefano

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Accessing OTRS mySQL from LAN with mySQL Workbench
by Boniforti Flavio 04 Mar '11

04 Mar '11

Hello all. I've installed OTRS 3 on a Windows 2003 Server and now I'd like to access it's database from my PC in LAN. Using mySQL Workbench, I only get error connecting to it. I get "Host mypc.domain.local is not allowed to connect to this MySQL server". So, how do I have to proceed to enable it also connections from LAN PCs? Kind regards, Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch

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Set Service in ticket from external Customers
by José Francisco Luis Medina 04 Mar '11

04 Mar '11

Hi! Within a short time we turn on the "services"in our OTRS, I can verify that the service and Customer users to be assigned in Customer <-> Services, then my question is this. How I can assign service to tickets for users who are not registered in my OpenLDAP? and they never be set in Customers<->Services.

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new user creation welcome mail
by Francesco Pasqualini 04 Mar '11

04 Mar '11

Hi, when I create a new user from administration, OTRS does not send the notification to the user. Is there a way to send a welcome mail to remind user the login info. Something like CustomerPanelBodyNewAccount thanks

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reply-to field in notification mails
by Viktor Eszenyi 03 Mar '11

03 Mar '11

Hi all, I've been searching for solution for a day now, in archive and forums, but I couldn't find a method to set the notification mail's "Reply-To" field. We're using OTRS 3.0.6, the specific use case is that we send notification emails to customers (through SMTP) about almost everything, from the address otrs(a)companyname.com, but in case the customer replies, we'd like those mails to arrive in support(a)companyname.com. Can somebody help me, how is that possible? Thanks, Viktor

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