Re: [otrs] [OTRS] CI import from xcel spreadsheet

here every ConfigItem Key is correlated to your Excel row (every item is one line). Don´t forget to add Deployment State and Incident State to your Excel sheet as seperate rows, these are mandatory. Don´t know if you are aware of that, there is also a ITSM discussion group available. regards Christoph

[otrs] [OTRS] CI import from xcel spreadsheet

Hello, I'm running OTRS/ITSM and trying to set up Configuration Management. We are collecting our CI attributes in a spreadsheet. Import/Export function supposedly works but I can't figure it out. Can anyone point me to a step by step instruction or provide one? Best regards, Jim ITIL

Re: [otrs] Signature of my tickets

Usually the Salutation goes first, then your response and then the signature. Anyway, TicketViewCompose::ResponseFormat allows you to order the content of your responses. Hope this helps; not 100% sure I understand the issue. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.b..

Re: [otrs] users vs "customer users"

Alan, I think of Users as IT Agents who will be getting assigned tickets to resolve or fulfill. These are the members of the Groups you create and associate with the Queues. Customer users are those who will be reporting troubles and making requests. They are selected in the From field and wi

Re: [otrs] Spelling Dictionary

I believe if you go to: sysconfig::Framework -> Frontend::Agent::Preferences you can add spellcheck languages. There was a similar, if not the same, question in an earlier entry to this forum. Maybe you can find that, or someone can be more specific. Best regards, Jim ITIL Process Manag

Re: [otrs] ITSM configuration management (was: backwards priorities)

Go here for the download options: http://otrs.org/download/ Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.b...@dornc.com >>> Alan McKay 8/13/2009 12:54 PM >>> > Incident and Problem Management and Configuration Management. I see this : http://www.otrs.com/en/products/otr

Re: [otrs] backwards priorities

Manager NCDOR 919-715-4932 james.b...@dornc.com >>> Alan McKay 8/13/2009 12:35 PM >>> On Mon, Jul 13, 2009 at 4:00 PM, James Burk wrote: > I changed mine too. If you're using ITSM and Services, priority gets > calculated from the Criticality defined in the Service

Re: [otrs] event-based notification of new email tickets in 2.4.2

It occurred to me to mention that I'm creating tickets as if I were an Agent sitting at a help desk. Are you accepting emails from Customers to generate your tickets? If so, I can't offer any other thoughts - we don't allow that at our installation. Best regards, Jim ITIL Process Manager NCDO

Re: [otrs] event-based notification of new email tickets in 2.4.2

Here are the history entries for my ticket with ebn set up as described earlier: Action Comment NewTicketNew Ticket [200908101011] created (Q=Test Queue;P=2 low;

Re: [otrs] event-based notification of new email tickets in 2.4.2

Alan, I just installed 2.4.2 and set up three ebn; two to notify customer and agent for new ticket and a third to notify customer on ticket close. First two I used event of TicketCreate and States of new and open. The third I used event of TicketStateUpdate and all three closed States. I don't h

Re: [otrs] New ticket notification though ticket-state is closed

With event based notifications you can establish that NewTicket notification is sent to Customer only for tickets with State Value of new or open. If "closed" is one of the State Value for NewTicket you will generate a notification. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 jam

Re: [otrs] docs for new event-based notification?

Go here: http://doc.otrs.org/2.4/en/html/x1191.html Table 5.3 in the admin manual lists the events for which auto responses will be sent; without getting into any coding. We notice that "closed" or "resolved" is not listed. One of the ITIL tenets is to provide notification to the customer upo

Re: [otrs] Stats to report ticket-id and its description

>From the Stats module you can click the "New" star icon and go through a four >step process to define your own reports. I believe all of the fields by >default, and any new ones defined can be selected as search criteria. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.b...@

Re: [otrs] Queue <> Services relationship

If you watch to the right side of the Service field when you select a queue in the To field a circular arrow appears. To me this means there is code somewhere looking for something to match with. I want to do the same thing as you but have not found a way either. I am having my Unix admin inv

Re: [otrs] docs for new event-based notification?

I haven't been following this thread very closely, but something in this post caught my eye. OTRS is very sensitive at times regarding caps and lower case letter; especially with regard to State Type. The tool will allow you to capitalize the State Values, but the State Types must be lower case o

Re: [otrs] send email to person to whom ticket assigned?

Alan, Notifications from the admin interface is where agent and customer notification email are listed. Select your language and Owner and make the wording as you wish and submit. There are other valuable notifications in that same section. The Queue to which an Agent is a member must be highli

Re: [otrs] [OTRS] New ticket Agent notifications

A little more information I just discovered. All Agent notifications happen as expected except for New Ticket. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.b...@dornc.com >>> "James Burk" 7/23/2009 1:06 PM >>> Hello all. We have built t

[otrs] [OTRS] New ticket Agent notifications

Hello all. We have built three environments to support OTRS/ITSM 1.2.3 in Unix environments. Systems, Acceptance, Production. We built the application functionality in Systems and tested; moved/copied the files and database to Acceptance and tested again and did training. All of our notific

Re: [otrs] Possibly spam: How to change Ticket Queue when you are not the owner of the ticket?

I believe it would have to happen like this: assuming you have read, move, and owner permissions for the queue and the owner is not available to execute the move, you would need to change owner to yourself and then execute the move to the new queue. I'd be interested to know if there is anoth

Re: [otrs] backwards priorities

Alan, I changed mine too. If you're using ITSM and Services, priority gets calculated from the Criticality defined in the Service and the Impact that gets allocated by the Agents. You can rearrange Impact and Criticality in the General Catalog and Priority from the admin interface. Be sure to

Re: [otrs] Ticket Type / ITSM

several times but haven´t found it right now. I checked that again and found the entry Ticket::Frontend::AgentTicketAddtlITSMField###TicketType regards Christoph James Burk schrieb: > From the various ticket view panels (owner, note, pending, etc.) you > can indicate that you want tick

Re: [otrs] Ticket Type / ITSM

>From the various ticket view panels (owner, note, pending, etc.) you can indicate that you want ticket type to appear. From there you should be able to change the ticket type. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.b...@dornc.com >>> Christoph Ohliger 7/13/2009 2:4

Re: [otrs] Agent Notification for new tickets?

Lokesh, I believe this is controlled in the Agent's Preferences. Queues must be highlighted to be activated for notifications. I don't know the answer to your second question. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.b...@dornc.com >>> "Katta, Lokesh Katta Subramanyam

Re: [otrs] Adding the Services field to the close tab?

Sysconfig::Ticket::Frontend::Agent::Ticket::ViewClose::Service=Yes Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.b...@dornc.com >>> "Cynthia Kwan" 6/22/2009 3:26 PM >>> Dear all, I would like to add the services field and the sub-categories of the services field to the c

[otrs] hiding freetext field

Hello all. I am running OTRS ITSM 1.2.3. I have created several freetext fields for special requirements not provided OOB. One of these fields is to be used by only a select few Agents. Can anyone help with how to hide that field from everyone who is not authorized to populate it? Best reg

Re: [otrs] RES: New Ticket Notification

t in fact the agents will only be able to receive messages regarding that queue after selecting them again. De: otrs-boun...@otrs.org [otrs-boun...@otrs.org] em Nome de James Burk [james.b...@dornc.com] Enviado: segunda-feira, 8 de junho de 2009 14:30 Para

[otrs] New Ticket Notification

Hello all. I have a problem where all of my Agents do not get an email notification when a new ticket is created for their queue. All agents have their preferences properly set to receive email. And there doesn't seem to be any logic for why the two agents that do receive them are selected.

[otrs] email notification on ticket move to another queue

Hello, I can't seem to get the notification to work when I move a ticket from one queue to another. I get notifications when new ticket added to queue but not for move. Preferences are set to allow notification when this happens. What am I doing wrong? Best regards, Jim --

Re: [otrs] how to change ticketType from problem to problem::knowError

Jeffery, the OTRS ticket types OOB are Problem and Problem::KnownError. You can view these from the admin interface "Type" link under the System modules. To change any of the names you click on the one you want to change, retype the name and submit. Or you can add a new one. Best regards, J

Re: [otrs] Fwd: Red Alert with more than 200 services

Ronaldo, I have run into the same problem. I think it can be resolved in the following module: "otrs/Kernel/Modules/AdminCustomerUserService.pm" Search in there for "200". The code is retrieving the Customer Users and the Services. It defaults to only allow 200. I will be testing today to see

[otrs] Customer Users to Services sizelimit error

Hello all, again. Recent assistance is appreciated. I have another problem. We are classifying our tickets by Services. We have 287 defined. All are defined and visible from the Services link on the admin interface below the General Catalog. My Services view and Customer Users to Services l

Re: [otrs] Queue View and Ticket Owner

looks quite strange. unless it is not configured something strange seem that SD sets agents too. Are you able to tell us how they do a ticket ? they sends email or they use the web interface ? are they otrs agents or customer ? Are you able to tell us how SD opens tickets On Tue, Apr 14,

Re: [otrs] Queue View and Ticket Owner

ed") so not still in "wip" state On Tue, Apr 14, 2009 at 9:17 PM, James Burk wrote: > Thank you Leonardo. You seem to be the only one in the community who > will answer my questions. > > It seems, however, the Agent must be the Owner of the ticket for it to > show up

Re: [otrs] Queue View and Ticket Owner

has access over a group, he will also have access to the queue associated to that group. Greetings, On Tue, Apr 14, 2009 at 10:01 AM, James Burk wrote: > Hello all. > > I've implemented OTRS ITSM 1.2.3. I've come across a situation I can't > explain. It seems that o

[otrs] Queue View and Ticket Owner

Hello all. I've implemented OTRS ITSM 1.2.3. I've come across a situation I can't explain. It seems that only the Owner of a Ticket can see that Ticket in the Queue View. I want all Agents in the Group assigned to a Queue to be able to view those Tickets whether they are Owner or not. How

[otrs] Auto-assign based on Service classification

Hello, I have a requirement to automatically assign tickets created to groups based on a three tiered classification. For example: Tier 1) Desktop Support Tier2) Hardware Tier 3 Blackberry would be auto-assigned to the Desktop Support Group. I have not been able to figure out how to link the

Re: [otrs] Auto Responses

otify him once resolved but at every stage of the ticket lifetime. On Thu, Apr 2, 2009 at 9:50 AM, James Burk wrote: > I have a requirement to send an Auto Response when the ticket is resolved/ > The default Types of Auto Responses do not include any resolution type > Does anyone kno

[otrs] Auto Responses

I have a requirement to send an Auto Response when the ticket is resolved/ The default Types of Auto Responses do not include any resolution type Does anyone know how to add Auto Response Types? Best regards, Jim - E

[otrs] Access to Queues restrictions

Hello. We have a requirement where only certain Agents can move tickets from q to q. I thought RO (Read Only) and Note would allow the Agents to see their q and update but not be to Move tickets. This doesn't seem to be the case. The only way they can see their queues is by having RW access,

[otrs] OTRS and DB2

Greetings, has anyone built an OTRS environment on a Linux platform, and connected it to a DB2 database, successfully? If so, what magic needed to be performed? Best regards, Jim - E-Mail correspondence to and from th

Re: [otrs] Activate responsible icons

sysconfig - group ticket - subgroup core::ticket - setting Ticket::Responsible=Yes Regards, Jim >>> "Caspar Kennerdale" 3/20/2009 12:33 PM >>> Hello We have started to use the responsibility features, however I done seem to be able to activate the icon in the upper part of the user interface

[otrs] OTRS ITSM and Services definitions

Greetings. Has anyone successfully implemented OTRS ITSM using Services as their ticket classification scheme? And if so can you share that scheme? Best regards, Jim - E-Mail correspondence to and from this sender may

Re: [otrs] How can i hide waiting tickets in my Queues?

Why don't you put them in a Pending status and set the date for as far out as you need to? Regards, Jim >>> Peter Beckman 3/10/2009 10:16 PM >>> Create a new Queue or a subQueue, put them there. Don't use escallation. Don't include that new queue in your "My Queues." Deal with it when you wa