Dear Nils
I follow asap your suggests about set ITSM List, and of course I appreciated
your technical suggestion on the item (my obligations) [?].
I hope to give a real contribution, in the near future, to the community.
cheers
Stefano
2011/3/2 Nils Leideck
Dear Stefano,
first of all, you should consider to subscribe to the ITSM mailing list ;-) where are definitively people using ITSM modules.
ITSM lists:
OTRS::ITSM User questions and discussions => http://lists.otrs.org/mailman/listinfo/itsm OTRS::ITSM announcement mailinglist => http://lists.otrs.org/mailman/listinfo/itsm-announce
On 02.03.2011, at 10:28, Stefano Boccanera wrote:
I'm testing OTRS ITSM Change Mangement to implement a change management solution at a italian customer site.
Nice, welcome ;-)
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?
===> B A S I C S:
In most cases you can just execute our perl files and attach a —help (hyphen hyphen help) to get help on how to use the script.
E.g.
/usr/bin/perl /opt/otrs/bin/otrs.ITSMDeleteChanges.pl —help
This actually tells you how to use the script:
otrs.ITSMChangeDelete.pl
- delete changes (all or by number). Copyright (C) 2001-2011 OTRS AG, http://otrs.org/ Usage: /opt/otrs30itsm/bin/otrs.ITSMChangeDelete.pl [options] Options are as follows: --help display this option help --all delete all changes --ChangeNumber no1 no2 no3 delete listed changes ===> D E T A I L S:
You can see that the script does understand 3 options.
1. The help command itself 2. all, to just delete ALL Changes (be careful ;-) 3. dedicated Change numbers
Only the 3rd option requires some additional input. If you just want to delete specific Changes, which I would recommend, your command should look similar to this one:
E.g. Delete Change 2011012710000015 and 2011012710000016
/usr/bin/perl /opt/otrs/bin/otrs.ITSMDeleteChanges.pl —ChangeNumber 2011012710000015 2011012710000016
===> G O O D I E S:
If you want to delete only Changes in a certain state or with a specific attribute, you need to get these details first by executing a SQL command within a shell script for example, and then attach the resulting Change numbers to the script. You probably will execute the script then in a for-loop to make sure it does not delete more then 200 Changes in a go ... or whatever kind of failure protection ...
SQL example to find all Changes in a retracted status:
1. find the “retracted” status id
SELECT id FROM general_catalog WHERE general_catalog_class = "ITSM::ChangeManagement::Change::State” AND name = "retracted";
2. find the relevant Changes
SELECT change_number FROM change_item WHERE change_state_id = 133;
===! 133 is the retracted state id in my database
Hope that helps ...
Cheers, Nils
— Nils Leideck http://webint.cryptonode.de / a Fractal project
--------------------------------------------------------------------- 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
-- ** *Stefano Boccanera*
