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: using the ITSMChangeDelete.pl procedure
by Stefano Boccanera 02 Mar '11

02 Mar '11

Hi I'm testing OTRS ITSM Change Mangement to implement a change management solution at a italian customer site.Now, after some testing creating change requests, workorders and so on, I would to clear the configuration without 'dropping' the database and re-create it from scratch. The problem is around the lack of 'Delete' function for Change Request items. I discovered into the bin directory a *ITSMChangeDelete.pl* module and I'm wondering if I can use it as a Generic Agent operation. I'm a newbie with perl language and I have some difficult to read the code and understand how to use it ( what parameter, etc.). Has anyone used that procedure or know some details how to use it? thanks -- Stefano Boccanera

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how to delete users (and yes I know about invalid)
by marthter 01 Mar '11

01 Mar '11

Hi folks, I understand the point about not deleting users as described here: http://doc.otrs.org/2.0/en/html/x694.html 'To keep the consistency of the data for OTRS it is not possible to delete a user. To deactivate a user account set it to "invalid" or "invalid-temporarily".' I am just at the very beginning of my installation, and testing out LDAP integration to an Active Directory server. I am trying to use AuthSyncModule::LDAP::UserSyncInitialGroups so that once a user is authenticated, it automatically transfers their user information from LDAP to the OTRS database, AND (what UserSyncInitialGroups does specifically) adds them to the 'admin' group. However when I first tested this I had it set only to add them to the 'users' group. And it seems like it ony does this step on the very first time the user logs in. So now to test that it correctly adds a user to the 'admin' group the first time they log in, I really think I do need the user delete capability, so that my test user can log in for the "first time" again. This is an Ubuntu 10.04 system, with otrs 2.4.7-1ubuntu0.1 and postgresql 8.4.7-0ubuntu0.10.04. So I guess the question is probably, can I just use the psql command line client, and delete the relevant rows (say, for user id 2 if that's the one I want to re-test) from the Postgres tables 'users', 'user_preferences', and (if that was indeed the highest user id and I want it to get re-used when the user is added again) update the last_value column in the 'users_id_seq' table. Is this the right approach or are there too many other tables that would need to be kept consistent for this to work. Note that I have not manually added any users to any groups, I have not added any tickets, roles, or anything else. All I have done since the install is test this user login stuff, and view (not change) things. Thanks in advance for any suggestions. Martin

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Create new item in agent intreface
by Juancho - 01 Mar '11

01 Mar '11

Hi all Am trying to create a new option in Agent Interface in wich I could assign a number or string like: "hardware" or "DB", after receiving the ticket, to add a new clasification. Is there an option to do that????? The freetext one seems to be just for customer interface! Please help Thanx in advance.!!!!!

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Auto-link a followup email to a closed ticket to the previous ticket?
by Aron Rotteveel 01 Mar '11

01 Mar '11

Hi, What I'd like to do is the following: when a ticket is closed and a followup is received, a new ticket is created. The new ticket should then be automatically linked to the closed ticket. Is this possible? -- Best regards / Met vriendelijke groet, Aron Rotteveel

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Want to post
by Sri Harsha Yalamanchili 01 Mar '11

01 Mar '11

Want to post

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OTRS is turning 9? Awesome!
by Nyung Zu 01 Mar '11

01 Mar '11

Hi! I just found out that OTRS is tuning 9! There is a web page where you can submit your personal story how you did your first steps with OTRS and what use case you solve or any other user experience! http://otrs9.org/ Awesome! Nyung Zu

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ITSM ConfigItem field in ConfigItem definitions
by Gergely Polonkai 28 Feb '11

28 Feb '11

Hello list, I am wondering, is it possible to create a field in a ConfigItem definition that generates a <select> with ConfigItems? I'd like to create a "Network Interface" field in my "Server" ConfigItem class, which I would add a "Connected to Network" field, where I could choose from my "Network" class ConfigItems. Is it possible with OTRS::ITSM 2.x or 3.x? Thanks in advance! Best regards, Gergely Polonkai

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Assign queue and agent
by NARCIS PALLARES MULET 28 Feb '11

28 Feb '11

Hi all, I have some questions about the OTRS structure. My structure is, all the user will send the tickets at same place. The administrator. After, the administrator will asign the incident, depending the type, to maintenance1, maintenance 2 or maintenance 3. The participant people should receive emails informing all the tickets changes. I try to do that, using diferents queues for each maintenance. Because if i just use a 1 queue, manitenance1, can see the tickets from others maintenance. But, for asign, one ticket, i have to change the queue and owner. How i can do it? Thanks very much

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Re: [otrs] CI - not able to add a new "class"
by Marco Vannini 27 Feb '11

27 Feb '11

Hi Nils, unfortunally now i'm out of office, btw, 1st thank you for all, 2nd my goal is to create, like in the first picture, a new class of object (idea raised from ideascale: cmdb as agent or client repo). So i wanna create a class "person" and define my fields (phone, im, email,...) like i did for (as you see there) apache, nas and so on but i can't find the add button there to create the new structure of fields. I am totaly wrong ? Is not there where i can do this or it could be that ther's no "add" button for some misconfiguration ? --by mobile Il giorno 25/feb/2011 13.23, "Nils Leideck" <nils.leideck(a)leidex.net> ha scritto: > Dear Marco, > > On 25.02.2011, at 12:24, Marco Vannini wrote: > >> I'm able to manage classes (as attached file) but seems that I'm not able to create new previous object (CI item?) >> (you know where you can define a CI with your own fields) > > > I am sorry, it is not clear to me what you want to archive :-)) > > 1. Do you want to create a new class? > 2. Do you want to modify existing class attributes? > 3. Do you want to add a new Item in an existing class? > 4. Do you want to modify existing Items? > > Cheers, Nils > > — > Nils Leideck > Senior Consultant > > http://webint.cryptonode.de / a Fractal project >

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PDF attachments not recognized via email
by Hugh Kelley 27 Feb '11

27 Feb '11

When I submit/reply to tickets via email with PDF attachments, those attachments do not appear in the UI with the articles. However, If I go to "Plain Format" I see them in the MIME content of the article and if I "Download this email" they are there as well. I have installed the *PDF::API2 * module and don't see any log errors. I have tried the following combinations, each with the same results. Is there another sysconfig option I need to set? Other attachments do appear. Content-ID: <AD Group Membership Report.pdf> Content-Disposition: attachment; filename="AD Group Membership Report.pdf" Content-Type: application/pdf; name="AD Group Membership Report.pdf" Content-Transfer-Encoding: base64 Content-Type: application/pdf; name="AD Group Membership Report.pdf" Content-Transfer-Encoding: base64 Content-ID: <AD Group Membership Report.pdf> Content-Description: AD Group Membership Report.pdf Content-Disposition: attachment; filename="AD Group Membership Report.pdf" Content-Location: AD%20Group%20Membership%20Report.pdf The system is: - OTRS 3.0.3 - IIS 7.0 with PerlEx. - Exchange and hMailServer are relaying the messages. Hugh

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