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Re: [otrs] [itsm] change management
by Sebastien Bory 01 Jul '10

01 Jul '10

Dear list I see the state machine but i have a little mismatch In the general catalogue ITSM::ChangeManagement::WorkOrder::State I have this: Accepted Canceled Closed Created In Progress Ready And in the state Machine I can’t have the state closed When I want to add a new State transition I just have this: created, accepted, ready, in progress fermé, canceled and Start I think I do change the Closed state by “fermé” but I don’t remember where Can you help me Best regards S. bory De : itsm-bounces(a)otrs.org [mailto:itsm-bounces@otrs.org] De la part de Anton Gubar'kov Envoyé : mercredi 30 juin 2010 21:20 À : OTRS::ITSM User questions and discussions Objet : Re: [itsm] change management Please see the docs on state machine. The list of avialble states is limited by states currently permitted according to the state machine. 2010/6/30 Sebastien Bory <sb(a)groupenci.com> Dear lists, I try to work with change management and Work orders, i understand to change the status off Change is due by condition and work Order, But when I create a WO, the CAB or the WO agent open it (click on Report) and they just have 3 state (Accepted, Ready Or Cancel) why I can’t see the other state (in progress, fermé, …..)? Thank Sébastien Bory --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Re: [otrs] Customer with multiple email addresses
by Michiel Beijen 01 Jul '10

01 Jul '10

Hi Nuno, If you have the alias stored in your Active Directory, which I'm sure you will, then you can just map this to the Customer ID field and you'd be good! ((enjoy)) Michiel Beijen R&D Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str. 1 61352 Bad Homburg GERMANY T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com Business Location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann GET OTRS::ITSM 2.0 NOW - including the brand new change management module! It´s the only ITIL® V3 compatible open-source IT Service Management solution certified by PinkVERIFY worldwide! - http://bit.ly/dv4CJF On Mon, May 31, 2010 at 5:08 PM, Nuno Miguel da Cruz Neves <nuno.miguel.neves(a)pkf.pt> wrote: > Hello. > > > > I am setting up OTRS against an Active Directory backend for customers. > > > > The thing is, my AD username is my CustomerID, but, when sending emails, my > email address is an alias. Is there a way I can specify multiple CustomerID > for the same user? > > > > I’ll try to write an example: > > > > My AD username is nneves . So, my email address is nneves(a)pkf.pt > > > > But I use an alias nuno.miguel.neves(a)pkf.pt > > > > Is there a way I can say that if I receive an email with a request from > nuno.miguel.neves(a)pkf.pt, it should stay in nneves(a)pkf.pt queue, so that > when I login as a customer, I can see all my requests? > > > > Thank you, > > > > Nuno Miguel Neves > > Partner > > PKF Sistemas de Informação, S.A. > > Edificio Atrium Saldanha l Praça Duque de Saldanha, nº1 4º Piso H l 1050-094 > Lisboa l Portugal > > Tel: +351 213 182 720 l Fax: +351 213 146 114 l Tlm: + 351 964 803 152 > > email: nuno.miguel.neves(a)pkf.pt l http://www.pkf.pt > > > > > > A PKF – Sistemas de Informação,SA é membro da PKF International Limited, uma > associação de sociedades membro legalmente independentes, a qual não aceita > quaisquer responsabilidades pelos actos ou omissões de qualquer sociedade ou > sociedades membro. Uma qualquer sociedade membro não aceita quaisquer > responsabilidades pelos actos ou omissões de qualquer outra sociedade ou > sociedades membro. > > PKF – Sistemas de Informação,SA is a member of PKF International Limited, an > association of legally independent member firms which does not accept any > responsibility or liability for the actions or inactions on the part of any > individual member firm or firms. Individual member firms do not accept > responsibility or liability for actions or inactions on the part of any > other individual member firm or firms. > > > > Este e-mail pode conter informação privilegiada e confidencial. Se não é o > destinatário pretendido, não deve copiar ou distribuir este e-mail. Se > recebeu este e-mail por engano, por favor notifique imediatamente o > remetente. Deve certificar-se que este e-mail e os seus anexos não se > encontram infectados por vírus. O envio de e-mails não é um meio de > comunicação completamente seguro. Apelamos a que reconheça essa falta de > segurança e que tome todas as precauções necessárias quando comunicar > connosco via e-mail. > > A PKF reserva-se do direito de ler sem pré-aviso qualquer e-mail e > respectivos anexos que nos sejam enviados. > > This e-mail may contain privileged and confidential information. If you are > not the intended recipient, you must not copy or distribute it. If you have > received this e-mail in error, please notify the sender and delete the > e-mail immediately. You should ensure that this e-mail and any attachments > are virus free. E-mail is not a 100% secure communications medium. We advise > that you understand this lack of security and take any necessary measures > when e-mailing us. > We reserve the right to read any e-mail or attachment entering or leaving > our systems from any source without prior notice. > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

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Link services to queue when making phone/e-mail ticket
by Ulrich Gøhns 01 Jul '10

01 Jul '10

Hello, In the agent module I want to be able to show different services based on what queue the agent picked when creating a phone- or e-mail ticket. Example: Agent picks the Service Desk queue => Services shows: Computer, Printer, Hardware, Network, etc, etc. Agent picks the Infrastructure queue => Services shows: Server, Network, Security, etc, etc. Is this possible? Regards, Ulrich

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Problems connection to cvs source to get the OTRS3 source for alpha test system
by Markus Moj 01 Jul '10

01 Jul '10

Hi there, as you can see in the subject I´m having trouble to connect to the cvs source from OTRS. Each time I want to connect to : cvs -d :pserver:anonymous@source.otrs.org:/home/cvs login I only get an cvs [login aborted]: connect to [source.otrs.org]:2401 failed: Connection timed out Can anybody of you login to the cvs tree an get the source files? Is there another possibility to get the files to build an alpha test system? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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OTRS PostMaster Filter and Ticket Updates
by Siva Prasad 30 Jun '10

30 Jun '10

Hi All, My scenario is like this. I created a ticket in OTRS and after that If I'm going to receive any updates to that ticket by POP3 POstmaster, I want to create a post master filter where it adds the email as a note to the exisiting ticket rather than creating a new ticket for that. One of the OTRS members said that this will be possible if we have ticket number in the subject line but didnt said much about the Post Master filter creation. Can some one please let me know what are the rules I need to define to achieve this . HOW SHOULD THE POST MASTER FILTER SHOULD BE?? Thanks Siva Prasad

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Inability to save tickets.
by McCarroll, Robert 30 Jun '10

30 Jun '10

Because most of my customers do not have an e-mail address, I changed Kernel/Config.pm such that the customer user list field parameters read: CustomerUserListFields => ['first_name', 'last_name'], and commented out the  block in our custom template. However, this resulted in OTRS refusing to save any tickets until I restored the customer user list fields to: CustomerUserListFields => ['first_name', 'last_name', 'email'], even though as I mentioned almost none of the customer users in my environment have an e-mail address. Is there a way to return to the "Firstname, Last name" customer user list field set (discrding the pointless e-mail field) and still save tickets in OTRS? Robert McCarroll Systems Administration NYS Department of Civil Service

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Cant create more than 2 sub-queues
by Alan Creed 30 Jun '10

30 Jun '10

Hi, I need help! I need to create a queue like: queue1 queue2 queue3 queue4 or queue1:queue2:queue3:queue4 But the problem is that when I try to create queue4 as a sub-queue of queue3, I cant It shows me only the first 2 queue to choose from. It doesnt show me queue3, altough it is created. Thanx in advance _________________________________________________________________ Hotmail es seguridad y confianza. Con el Filtro Anti Spam mejorado protegés tu cuenta. Ver más http://www.descubrehotmail.com/anti-spam.asp

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Escalation time in pending tickets
by Ruslan 30 Jun '10

30 Jun '10

Hello everyone i'm got little issue with escalation of tickets with "Pending reminder" status. In my default queue we have the following settings: Escalation - First Response Time: 45 min Escalation - Update Time: 90 min Escalation - Solution Time: 180 min When agent creating ticket new PhoneTicket. With status "pending reminder" Next State: "Next day" and set's "Owner" himself. We have a new ticket in queue with status "Pending reminder" Ticket Locked on agent created this ticket. Pending date - next day after creation (week, month, etc.... it's never mind ) But escalation time starts running immediately! and by 3 hours we get notification about Ticket escalation...

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Re: [otrs] Default groups for customers authorized thru LDAP
by Steve Durbin 30 Jun '10

30 Jun '10

Dear <sergzas(a)pronet.ua> >We are using otrs to resolve incidents from external clients, and we are using Customer Groups feature. >Now we need to use OTRS for internal company's purpose, so every employee will auth using LDAP. >But i got problems with groups - i can't find a way to setup groups for customers authorized using LDAP. Without group customers >(company's employers) can't post incidents to internal queues. We achieved this with AD as the LDAP by changing the Config.pm to use extensionattribute4 in AD to hold the additional customers. However, it's a bit limited by the size of the attribute so you can only have a small number of customers grouped together, so may not work for you: 1) Change Config.pm $Self->{CustomerUser}->Map to have a line [ 'UserCustomerIDs', 'CustomerIDs', 'extensionAttribute4', 1, 0, 'var', '', 1 ], You can use any AD attribute here - we just happened to have this one free. 2) For each customer required, get the attribute you're using as the customer ID (email address here). 3) For Primary.Customer(a)bridgend.gov.uk who needs to see Subordinate.One(a)bridgend.gov.uk and Subordinate.Two(a)bridgend.gov.uk tickets, put these attributes into extensionattribute4. From Exchange Powershell (for example): set-mailbox Primary.Customer(a)bridgend.gov.uk -customattribute4:"Subordinate.One@bridgend.gov.uk;Subordinate.Two@bridgend.gov.uk" (note the semicolon separating the email addresses, and it's customattribute4 in this interface!). The customer can now use the "Company Tickets" button to see all tickets for the customers given. This should work immediately, but allow 15 minutes for AD replication in some busy times. -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk Message: 2 Date: Wed, 30 Jun 2010 11:30:57 +0300 From: ?????? ??????? <sergzas(a)pronet.ua> Subject: [otrs] Default groups for customers authorized thru LDAP To: otrs(a)otrs.org Message-ID: <4C2B00C1.8050801(a)pronet.ua> Content-Type: text/plain; charset=UTF-8; format=flowed Best regards. ------------------------------ Message: 3 Date: Wed, 30 Jun 2010 11:02:12 +0200 From: Marco Vannini <marco.vannini(a)gmail.com> Subject: [otrs] otrs for iPhone To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTimj3lNXEWtvDwxwGzt6acOD8lyH-dpjsunWdkZt(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" http://otrs.org/news/2010/otrs_app/ Really great !!! btw, waiting one for android soon ;)

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MRTG graphs?
by Luis Daniel Lucio Quiroz 30 Jun '10

30 Jun '10

Hi all i wonder if otrs has capacity to display mtrg graphs out-of-the-box or by adding a module? Thanx LD

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