Hi again, Do you select prefered queue in agent preferences ? All queues for this agent must be in blue to have notifications from these queue. Le 11/03/2010 07:35, manish ramteke a écrit :

Hi,Please help me with this.

On Thu, Mar 11, 2010 at 11:39 AM, manish ramteke mailto:manish.s.ramteke@gmail.com> wrote:

Hi,

I have done changes in Preferences and enabled ticket all notification for a agent.Agent belongs to a particular queue Are there any other settings required in queue or for user which I might be missing.

Please suggest.

Regards, Manish Ramteke

Regards, Manish Ramteke

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your ticket is in this queue ? In preference of the agent, do you have selected yes for the middle column (about notification). Do you play with notification(event) for event TicketCreate ? In this case you have a mistake in your param. What do you see in log box ? Le 11/03/2010 08:55, manish ramteke a écrit :

Hi,

Yes have selected a queue in agent preferences and its blue. But still with this setting I am not getting notification.

On Thu, Mar 11, 2010 at 1:20 PM, Guillaume Rehm mailto:Guillaume.Rehm@bnu.fr> wrote:

Hi again,

Do you select prefered queue in agent preferences ? All queues for this agent must be in blue to have notifications from these queue.

Le 11/03/2010 07:35, manish ramteke a écrit :

...

Hi,Please help me with this.

On Thu, Mar 11, 2010 at 11:39 AM, manish ramteke mailto:manish.s.ramteke@gmail.com> wrote:

Hi,

I have done changes in Preferences and enabled ticket all notification for a agent.Agent belongs to a particular queue Are there any other settings required in queue or for user which I might be missing.

Please suggest.

Regards, Manish Ramteke

Regards, Manish Ramteke

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To have default notifications, you must have nothing in Notification(event) and have your language::Agent::NewTicket line to custom your text in Notification. Do you try your notifications by creating new tickets ? Or just follow-up (respond to an older one) ? In this case, in the queue config, you must put follup-up : possible or create new. Can you send email from OTRS to an agent ? Try to use Admin notification in admin area to test it. Hope this help. Le 11/03/2010 10:37, manish ramteke a écrit :

Hi,

Yes ticket is in that particular queue.yes is selected for required colum.

"Do you play with notification(event) for event TicketCreate ?" .what settings are required for this.

Are there any settings required for Notification and Notification(event) in admin area.

Nothing relevant is seen in the logs.

Thanks

On Thu, Mar 11, 2010 at 1:54 PM, Guillaume Rehm mailto:Guillaume.Rehm@bnu.fr> wrote:

your ticket is in this queue ? In preference of the agent, do you have selected yes for the middle column (about notification). Do you play with notification(event) for event TicketCreate ? In this case you have a mistake in your param.

What do you see in log box ?

Le 11/03/2010 08:55, manish ramteke a écrit :

...

Hi,

Yes have selected a queue in agent preferences and its blue. But still with this setting I am not getting notification.

On Thu, Mar 11, 2010 at 1:20 PM, Guillaume Rehm mailto:Guillaume.Rehm@bnu.fr> wrote:

Hi again,

Do you select prefered queue in agent preferences ? All queues for this agent must be in blue to have notifications from these queue.

Le 11/03/2010 07:35, manish ramteke a écrit :

...

Hi,Please help me with this.

On Thu, Mar 11, 2010 at 11:39 AM, manish ramteke mailto:manish.s.ramteke@gmail.com> wrote:

Hi,

I have done changes in Preferences and enabled ticket all notification for a agent.Agent belongs to a particular queue Are there any other settings required in queue or for user which I might be missing.

Please suggest.

Regards, Manish Ramteke

Regards, Manish Ramteke

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Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg

tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail:guillaume.rehm@bnu.fr mailto:guillaume.rehm@bnu.fr web:http://www.bnu.fr

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Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg

tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail:guillaume.rehm@bnu.fr mailto:guillaume.rehm@bnu.fr web:http://www.bnu.fr

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Hi, I have installed OTRS on a local server but am still unable to located the CMDB feature in the Admin area. Could anyone please indicate the link to this feature? I am very much interested in adding CIs, visualizing them and mapping them to incidents. Thanks, Sandeep ________________________________ From: Guillaume Rehm To: User questions and discussions about OTRS. Sent: Thu, March 11, 2010 10:32:43 AM Subject: Re: [otrs] Agent notification not working To have default notifications, you must have nothing in Notification(event) and have your language::Agent::NewTicket line to custom your text in Notification. Do you try your notifications by creating new tickets ? Or just follow-up (respond to an older one) ? In this case, in the queue config, you must put follup-up : possible or create new. Can you send email from OTRS to an agent ? Try to use Admin notification in admin area to test it. Hope this help. Le 11/03/2010 10:37, manish ramteke a écrit : Hi,

...

Yes ticket is in that particular queue.yes is selected for required colum.

"Do you play with notification(event) for event TicketCreate ?" .what settings are required for

...

this.

...

Are there any settings required for Notification and Notification(event) in admin area.

...

Nothing relevant is seen in the logs.

...

Thanks

On Thu, Mar 11, 2010 at 1:54 PM, Guillaume Rehm >wrote:

your ticket is in this queue ?

...

...

...

In preference of the agent, do you have selected yes for the middle column (about notification). Do you play with notification(event) for event TicketCreate ? In this case you have a mistake in your param.

...

...

What do you see in log box ?

...

...

Le 11/03/2010 08:55, manish ramteke a écrit :

Hi,

...

...

...

...

Yes have selected a queue in agent preferences and its blue. But still with this setting I am not getting notification.

On Thu, Mar 11, 2010 at 1:20 PM, Guillaume Rehm >>>wrote:

Hi again,

...

...

...

>>Do you select prefered queue in agent preferences ? >>All queues for this agent must be in blue to have notifications from these queue.

...

...

>>Le 11/03/2010 07:35, manish ramteke a écrit :

Hi,Please help me with this.

...

On Thu, Mar 11, 2010 at 11:39 AM, manish ramteke >>>>>wrote:

Hi,

...

>>>>>>I have done changes in Preferences and enabled ticket all notification for a agent.Agent belongs to a particular queue >>>>>>Are there any other settings required in queue or for user which I might be missing.

>>>>>>Please suggest.

>>>>>>Regards, Manish Ramteke

...

>>>>Regards, >>>>Manish Ramteke

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tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm@bnu.fr web: http://www.bnu.fr

...

...

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...

...

>>NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

...

...

...

-- Regards, Manish Ramteke

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tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm@bnu.fr web: http://www.bnu.fr

...

...

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...

...

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...

-- Regards, Manish Ramteke

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Thanks for the information. I found only 3 predefined groups - admin, stats and users. I created a new group "itsm-configitem", enabled all permissions but still no "ConfigItem" in the NavBar. ________________________________ From: Marco Vannini To: User questions and discussions about OTRS. Sent: Thu, March 11, 2010 11:42:18 AM Subject: Re: [otrs] Putting CMDB to work You should be part of itsm-configitem group, then you will have the ConfigItem in NavBar. To define new or modify the existant CI you should access [ Config Item ] in admin section

Marco, Thank you so much!! I installed the packages and now everything shows up :) One other request: Is there any sample database available polluted with sample data for CI items, Incidents and their mapping/ relationships?? I am setting up an internal demonstration and would be a great help if anyone can share some sample data. Cheers, Sandeep ________________________________ From: Marco Vannini To: User questions and discussions about OTRS. Sent: Thu, March 11, 2010 12:10:01 PM Subject: Re: [otrs] Putting CMDB to work uhoh, But. Did you install ITSM packages ? The group should be created with the import of them... the packages are: GeneralCatalog ITSMCore ITSMConfigurationManagement just for CMDB (rest of the list, correct me if I'm wrong) and are available via http://ftp.otrs.org/pub/otrs/itsm/packages13otrs.xml manageble in Admin - Package Manager or downloading them from the otrs site and installable via $OTRS_HOME/bin/opm.pl HTH On Thu, Mar 11, 2010 at 12:59 PM, Sandeep Murthy wrote:

Thanks for the information. I found only 3 predefined groups - admin, stats and users. I created a new group "itsm-configitem", enabled all permissions but still no "ConfigItem" in the NavBar.

________________________________ From: Marco Vannini

To: User questions and discussions about OTRS. Sent: Thu, March 11, 2010 11:42:18 AM Subject: Re: [otrs] Putting CMDB to work

...

You should be part of itsm-configitem group, then you will have the ConfigItem in NavBar. To define new or modify the existant CI you should access [ Config Item ] in admin section

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