just bought ITIL book.
http://www.itil.org.uk/all.htm
Yuan
On Tue, Jan 11, 2011 at 2:58 PM, Lars Jørgensen wrote:
> Hi,
>
>
>
> We're going to look into the ITSM module for OTRS. But before that, I think
> I need to get a primer in the ITIL process. Can anybody recommend a good
>
Hi Nils
I even found a better way.
I place my filter as before
I add a second filter AFTER the one and put the otrs-ignore to no, so that I
don't have to use the stop after match ...
Thanks
Greetings
Phil
World Intellectual Property Organization Disclaimer:
This electronic message may cont
Hello,
I’m currently testing the latest OTRS ITSM 3.0 beta1 version.
I would like to modify the ‘Add Change’ form (ITSM Change -> New) so it
contains more text fields similar to ‘Description’ and ‘Justification’.
Ideally I would like to add attributes like ‘Risk Analysis’ and ‘Test Plan’
that nee
Hi all,
I have send this question twice to the list and no one has answered the
question yet.
Is there no one who needs this feature or who knows how to create this
option?
Here the question :
Hi all,
We use OTRS 3.0.4. on a OpenSuse 11.2 system and that's working fine
now.
There'
Dear Robert,
this is where you should use Workorders :-)
Especially for Risk Analysis, Testing, Backout, etc ... Based on their outcome,
the Change can be “guided” through you workflow in an automated way.
Cheers, Nils
—
Nils Leideck
Senior Consultant
http://webint.cryptonode.de / a Fractal
Dear Erik,
If an agent answers a ticket by email, they can of course CC someone - because
it is an email they send.
If an agent answers a ticket with a note, they can not add any kind of CC (to
customer site) - because it is not an email.
If a customer opens or reply a ticket by email, they can
Thank you Nils,
I though so, however our management finds it too complicated.
They would like a user to specify Risk Analysis within the Change Request
form, together with Justification to reduce the number of 'clicks' required
;)
Does that mean that Change text attributes are fixed and there is
Dear Robert,
you can add ChangeFreeText fields also without predefined values which will
result in normal input fields - but they are just one line in size.
What is about saving a Change Template that has all the Workorders predefined?
Cheers, Nils
—
Nils Leideck
Senior Consultant
http://web
Hello list,
I decide to do a test for each user to try to open a ticket on the customer
interface and some user have already the error message (Error: Can't get
Article ID from INSERT) when he open a ticket.
After analyst my active directory I see the customer (AD User) who have the
problem have
Nils,
Ok, if WorkOrders and Change Templates is the only way to do it then I
will need to convince the management that we have no other option.
I'll see how it goes.
Thanks again.
--
Kind Regards,
Robert
On Tue, Jan 11, 2011 at 11:11 AM, Nils Leideck wrote:
> Dear Robert,
>
> you can add
Hi all,
I'm managing an Otrs 2.3.4 instance running flawlessly for almost 2 years on
Ubuntu 8.04 LTS, and now I'm planning the upgrade to 3.0.4, with an
intermediate upgrade to 2.4.9. We have some OPM package installed: Calendar
version 1.8.3, FAQ version 1.5.4 and Support version 1.0.13.
The upg
Hi Luca,
Can't help with your general question, but, f.y.i., the Calendar module is not
available for 3.x, as far as I am aware.
Regards
Rudolf
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Luca
Maranzano
Gesendet: Dienstag, 11. Januar 2011 15:33
An: User questions
Ok,
I think I got my problem worked out as far as this goes...
Now I face another problem trying to get an Apache Redirect working...
If I put in:
'Redirect permanent / /otrs/index.pl' it doesn't work.
I tried using the full http path, that worked for a bit. I'm not sure
what is happ
Hello,
What is the function of the state "pending auto close"? and what is the
difference between "pending auto close+" and "pending auto close-"
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org
Hi Francisco,
"Pending auto close" sets a delay after which the ticket will be closed, if the
customer did not add new informations.
"Pending auto close -" and "Pending auto close +" are the same as "close
unsuccessful" and "close successful" respectivly : it allows to say "this
ticket is close
ah okas, thank you very much Ionel, and this influences the time counted?
2011/1/12 GARDAIS Ionel
> Hi Francisco,
>
> "Pending auto close" sets a delay after which the ticket will be closed, if
> the customer did not add new informations.
> "Pending auto close -" and "Pending auto close +" are t
Maybe this help you:
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=282
Julio Cesar Angulo Quiroz
Telf.: 997066155
De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de
Andrew Meyer
Enviado el: Martes, 11 de Enero de 2011 12:12 p.m.
Para: User questions and dis
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