Re: [otrs] ITSM first steps: What is this ITIL, then?

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 >

Re: [otrs] Postmaster filter: help (Gerald Young) (Nils Leideck)

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

[otrs] ITSM Change Attributes

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

[otrs] No one who can answer this? // CC in new ticket

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'

Re: [otrs] ITSM Change Attributes

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

Re: [otrs] No one who can answer this? // CC in new ticket

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

Re: [otrs] ITSM Change Attributes

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

Re: [otrs] ITSM Change Attributes

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

Re: [otrs] Problem with Customer interface

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

Re: [otrs] ITSM Change Attributes

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

[otrs] Question about the upgrade process: overwrite previous version files or create a new tree?

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

Re: [otrs] Question about the upgrade process: overwrite previous version files or create a new tree?

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

Re: [otrs] multiple sites on 1 server

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

[otrs] state "Pending auto close"

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

Re: [otrs] state "Pending auto close"

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

Re: [otrs] state "Pending auto 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

Re: [otrs] multiple sites on 1 server

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