Re: [otrs] ITSM - service handling

> My understanding of ITIL tells me that these type of things should be handled > as problems under exact customer service. >My boss on the other hand thinks that for these type of situations should >exist separate technical services like billing or customer care. >Do you have any thought on how

[otrs] ITSM - service handling

Hello, I am trying to implement ITSM in our OTRS install and I am having a hard time figuring right way to use Services. I already created our business service catalog of services that we provide to our customers like Internet, Wireless, VPN, VoIP etc... Right now I am trying to create technical se

[otrs] ITSM-CIAttributeCollection for OTRS 4 ready to download

Hello,   we've published ITSM-CIAttributeCollection for OTRS 4 lately and you can download it for free from our website:   http://www.cape-it.de/en/download/free-additional-otrs-modules.html   This package provides additional CI-attributes. Additionally, we've fixed error in refresh links for

Re: [otrs] OTRS ITSM and Standard

Hi, > > it depends on which parts of ITSM you install (you can also choose to > install only individual parts, e.g. install service management but do not > install CMDB). > > It will effect parts of the usage of OTRS. E.g. installing ITSM modules > will activate type and service if they have not be

Re: [otrs] OTRS ITSM and Standard

19/11/2014 12:35 - Finetti Stefano wrote: Hello everyone. I know this may be a stupid question, but I didn't find any specific answer, so...   I have now a standard OTRS without the ITSM features, my employees use it for our Customer Service. Since we also have an IT Department who (i think) wo

Re: [otrs] : Re: OTRS ITSM and Standard

Hi, 19/11/2014 12:39 - Finetti Stefano wrote: > I know this may be a stupid question, but I didn't find any specific answer, so... there are no stupid questions :) > I have now a standard OTRS without the ITSM features, my employees use it > for our Customer Service. very good.   > Since we a

[otrs] OTRS ITSM and Standard

Hello everyone. I know this may be a stupid question, but I didn't find any specific answer, so... I have now a standard OTRS without the ITSM features, my employees use it for our Customer Service. Since we also have an IT Department who (i think) would benefit from the structure of OTRS, i was w

Re: [otrs] : ITSM Change Management

that's exactly what I followed. My first impression is that with such a setup, changes cannot be created/executed in a sane way. I'm a developer myself, so conditions and actions are not foreign for me, but if I have to define this huge number of conditions for each change I have to manage, that

Re: [otrs] : ITSM Change Management

Hello, that's exactly what I followed. My first impression is that with such a setup, changes cannot be created/executed in a sane way. I'm a developer myself, so conditions and actions are not foreign for me, but if I have to define this huge number of conditions for each change I have to manage,

Re: [otrs] : ITSM Change Management

Hi, 14.04.2014 14:57 - Gergely Polonkai schrieb:Hello, > is there anyone on this list who has successfully implemented a Change > in ITSM 3.x? Yes. :) > I have tried and tried, but cannot go forward from requested > to approved state. Is there a fully blown tutorial on this? See [1]http://otrs

[otrs] ITSM Change Management

Hello, is there anyone on this list who has successfully implemented a Change in ITSM 3.x? I have tried and tried, but cannot go forward from requested to approved state. Is there a fully blown tutorial on this? Thanks in advance! Best, Gergely ---

Re: [otrs] ITSM Upgrade to 3.2.4 failing

man > *Sent:* Monday, May 20, 2013 12:52 PM > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] ITSM Upgrade to 3.2.4 failing > > ** ** > > I will make that my next shot. In the meantime, I manually installed all > of the ITSM packages one by o

Re: [otrs] ITSM Upgrade to 3.2.4 failing

Have you tried manually downloading and uploading the ITSM packages into OTRS? Just incase it's something to do with downloading the packages on-the-fly? http://ftp.otrs.org/pub/otrs/itsm/bundle32/ITSM-3.2.4.opm On 20 May 2013 18:34, Marty Hillman wrote: > This is Ubuntu 12.04 LT

Re: [otrs] ITSM Upgrade to 3.2.4 failing

et upgrade apt-get dist-upgrade Tried everything again and I still get the same error. From: Steven Carr [mailto:sjc...@gmail.com] Sent: Monday, May 20, 2013 12:06 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] ITSM Upgrade to 3.2.4 failing Have you tri

Re: [otrs] ITSM Upgrade to 3.2.4 failing

Have you tried running otrs.CheckModules.pl to see if there is anything else missing? On 20 May 2013 17:58, Marty Hillman wrote: > This is a bit odd. It is not telling me specifically which error > occurred. I have tried uninstalling the ITSM 3.2.2 packages, but that > seems to take me back t

[otrs] ITSM Upgrade to 3.2.4 failing

This is a bit odd. It is not telling me specifically which error occurred. I have tried uninstalling the ITSM 3.2.2 packages, but that seems to take me back to the list without any errors and does not appear to complete the uninstall. I finally got the error below when attempting to run an up

Re: [otrs] OTRS helpdesk vs OTRS ITSM

Short version: OTRS helpdesk is the core technology of recording and allowing agents to respond to requests. OTRS ITSM imposes additional IT service management tools and concepts on the processing of requests to help you implement a ITIL-based process customized to your organization. ITSM is

Re: [otrs] OTRS helpdesk vs OTRS ITSM

OTRS helpdesk is the base product. OTRS ITSM is the OTRS helpdesk product with additional modules installed which give it ITSM functionality... http://www.otrs.com/en/software/otrs-itsm/features/ Steve On 25 March 2013 09:40, Kaushal Shriyan wrote: > Hi, > > Can someone pleas

[otrs] OTRS helpdesk vs OTRS ITSM

Hi, Can someone please help me understand the difference between OTRS helpdesk vs OTRS ITSM. At present i am using OTRS helpdesk version 3.2.3 on CentOS Linux version 6.4. Regards, Kaushal - OTRS mailing list: otrs - Webpage

[otrs] ITSM User Manual

Hi, Is there a more conceptual user manual for the ITSM module? some OTRS I'm trying to get started with it and get everything done and done but i got myself lost in change management since i can't modify the Change State from Requested, even if I'm the Change Builder and Manager. I tried a Cond

[otrs] [itsm] Link a CI with a customer

Hello, Is it possible with the CMDB module to link a Customer with a CI ? ND - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/list

[otrs] ITSM change add permission

Hello, Is it possible to add a permission that allows only to create changes using templates? not showing the rest of the ChangeAdd view. Thanks - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.or

[otrs] ITSM-CIAttributeCollection and KIX4OTRS for OTRS 3.1 free to download

Hi all,   we have published recently the ITSM-CIAttributeCollection for OTRS 3.1. Free download: http://www.cape-it.de/additional-modules.html   Additionally, new version of KIX4OTRS 4.2 for OTRS 3.1 is available, too. What is new? The dynamic fields can be set in accordance with each other

[otrs] change Impact default value in OTRS::ITSM 3.1*

Hello, I am testing OTRS::ITSM 3.1 before upgrading our OTRS 3.0 environment. In our production system, the default value for Impact is ‘1 very low’, done changing ‘TicketFreeText14::DefaultSelection’ ConfigItem. In OTRS 3.1, I have to go to Dynamic Fields -> TicketFreeText14<

Re: [otrs] OTRS::ITSM 3.1.2 Error

Hi, On Fri, Jul 13, 2012 at 9:29 PM, Stinson, Steven wrote: > Our help desk server suddenly started coming up with an error whenever we > attempt to browse to it. The error states that “The browser you are using > is too old. OTRS runs with a huge lists of browsers, please upgrade to one > of th

[otrs] OTRS::ITSM 3.1.2 Error

Our help desk server suddenly started coming up with an error whenever we attempt to browse to it. The error states that "The browser you are using is too old. OTRS runs with a huge lists of browsers, please upgrade to one of these. Please see the documentation or ask your admin for further inf

Re: [otrs] [itsm] moving menu entries out of the admin module

nu entry out of the admin module? > > My practical use case is that with OTRS::ITSM I would like agents with > rw access to the itsm-service group to be able to encode new services. > > Currently, they need rw access to the admin group to get access to the > "services" m

[otrs] ITSM tutorial

Hi all, anybody knows a good tutorial on configuring and use ITSM ? (latest version possible) br, Luca Domenella T: +39 0698962316 E: luca.domene...@bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com

[otrs] ITSM Module and addon documentation

Hi, i didnt find any doc relative to ITSM 3.0.5, the last document I found is the manual for 2.1. what about the documentation for the extentions (addon) ? best regards, Luca Domenella T: +39 0698962316 E: luca.domene...@bwinparty.com bwin Ital

Re: [otrs] OTRS -itsm-Change management

k on “Add to CAB” after select the customer/agent cab member. > Also what is importance of having CAB in change management,i mean i don't see > any approval for CAB.If you have tried this please let know There is no CAB approval function in the current version of OTRS ITSM. You mig

Re: [otrs] OTRS -itsm-Change management

i don't see any approval for CAB.If you have tried this please let know Thanks in advance.   Ravi Shankar From: Nils Leideck To: User questions and discussions about OTRS. Sent: Wednesday, 14 December 2011 11:02 AM Subject: Re: [otrs] OTRS -itsm-C

[otrs] ITSM Change Condition How to set a rule to set change state on ActualStratTimeReached

Hi folks I'm tring to find a solution about this issue: I'd like to set a Change Condition moving the change state to In Progress by means of two conditions meet: the actual change state is 'Approved' *and *the ActualStartTime is reached. Actually if I select the ActualStartTime as attributes of

Re: [otrs] OTRS -itsm-Change management

Dear Ravi, On 14.12.2011, at 00:10, ravi shanker wrote: > i'm using otrs:itsm 3.0.4 ver and i'm unable to add people to CAB..guide me > how to do this please don’t misunderstand my answer but a little more friendliness, itemization and detailing in your email will dramatically increase your c

[otrs] OTRS-itsm -Change management

Hi, i'm using otrs:itsm 3.0.4 ver and i'm unable to add people to CAB..guide me how to do this.   Ravi Shankar- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: htt

Re: [otrs] ITSM API

Hi, Cool, thanks Tamas > -Original Message- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On > Behalf Of Michiel Beijen > Sent: Wednesday, September 21, 2011 5:21 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] ITSM API >

Re: [otrs] ITSM API

Hi Tamas, You mean the API documentation? Well, on http://dev.otrs.org you'll only see the 'core' OTRS api, but the API for all the code (including core) is also installed on your system. Just go to /opt/otrs and then type: perldoc Kernel::System::ITSMConfigItem HTH, Mike On Wed, Sep 21, 2011

[otrs] ITSM API

Hi Everyone, Is the documentation for the ITSM modules available somewhere? I'm trying to move our inventory into CMDB. I know there's import export (which I'm grateful ofr, as I needed to write that for tickets), however I would like to create links between the objects, (for eg. I want to link

Re: [otrs] : ITSM Change SHOW Columns parameter

Has anyone found a solution to the question that was asked about changing the columns that are displayed after a Search or in the Overview of ITSM Config Items? I have added the keys that I want displayed in the ITSMConfigItem::Frontend::AgentITSMConfigItemSearch###ShowColumns and Frontend::Age

[otrs] ITSM Notification : how attributes I can use?

Hi I'm try to configure teh notification schema about ITSM Changes management. I'd like to know where I can find infos about 'attributes' available and rule sintax. I used ChangeState as attribute and it works fine, but I need to use different Change attributes to set the notification schema acc

[otrs] ITSM: New Ticket Type linked to create change order

Hi OTRS/ ITSM Gurus, In ORTS / ITSM I have set up a new ticket type called "Development Request" and similar to ticket type "RfC" I want tickets of this ticket type to be able to create and link change orders. Therefore, I have added my new Ticket type "Developm

Re: [otrs] Reg: sample CSV for import/export feature in OTRS ITSM 3.0.2

Thank u Ajmal :)   Ravi Shankar From: Ajmal Ahmed To: User questions and discussions about OTRS. Sent: Wednesday, 11 May 2011 2:59 PM Subject: Re: [otrs] Reg: sample CSV for import/export feature in OTRS ITSM 3.0.2 Hi Ravi,   In order to create a template

Re: [otrs] Reg: sample CSV for import/export feature in OTRS ITSM 3.0.2

-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of ravi shanker Sent: Tuesday, May 10, 2011 11:28 PM To: otrs@otrs.org Subject: [otrs] Reg: sample CSV for import/export feature in OTRS ITSM 3.0.2 Hi, I have OTRS ITSM 3.0.2 configured,i'm looking for import/export feature and would n

[otrs] Reg: sample CSV for import/export feature in OTRS ITSM 3.0.2

Hi, I have OTRS ITSM 3.0.2 configured,i'm looking for import/export feature and would need sample CSV template for this feature to work. i have create a template like: Sno,servername,Ip,etc however when i run import ,i'm getting an error saying 1 failed;0 succesful message in

Re: [otrs] ITSM error

heck your permissions (or simply run > otrs/bin/otrs.SetPermissions.pl) and then access the SysConfig in the > Admin interface. This should resolve the issue. > > -- > Mike > > On Tue, May 10, 2011 at 6:56 AM, ravi shanker > wrote: > > > > Hi, > > I h

Re: [otrs] ITSM error

shanker wrote: > > Hi, > I have installed OTRS ITSM 3.0.2 version on otrs 3.0.7,installation was > successful however when i'm trying to access CMDB or any other tab,i'm > getting this error.. > Module Kernel::Modules::AgentITSMChangeAdd not registered in > Kernel/Co

[otrs] ITSM error

Hi, I have installed OTRS ITSM 3.0.2 version on otrs 3.0.7,installation was successful however when i'm trying to access CMDB or any other tab,i'm getting this error.. Module Kernel::Modules::AgentITSMChangeAdd not registered in Kernel/Config.pm! Please help Ra

[otrs] : [otrs ITSM] non-ASCII characters into Change description_plain field

Hi I'm currently running OTRS 3.0.7 and ITSM 3.0.2 on Fedora system and postgres rdbms. Every layer (OTRS, SO, RDBMS) is configured with utf-8 charset. OTRS has the rich text feature enabled. During a test activity regarding a tactical solution to produce a report about ITSM Change, I found some

Re: [otrs] ITSM : add service to existing ticket

Hi, On 05/03/2011 08:59 PM, Mikael Kermorgant wrote: BUT, when the client sends an email, the agent cannot associate the created ticket to the service (or I've missed where it can be done). You can always associate a ticket with the service/SLA by clicking *Priority* button (agent needs prior

[otrs] ITSM : add service to existing ticket

Hello, I'm testing otrs 3.0.7 with itsm 3.0.2. I've setup : * a service * an associated SLA * a customer associated to the service When the customer logs in on the otrs/customer.pl web interface, he can create a ticket and choose the service BUT, when the client sends an email, the agent cannot

Re: [otrs] ITSM change management and linking tickets

Dear Robert, On 03.05.2011, at 16:19, Robert Butler wrote: > Is there a significance to linking tickets to changes or workorders other > than reference? I don't see how I can create a condition based upon a ticket > state. This is just not implemented yet and discussed on otrsteam.ideascale.c

[otrs] ITSM change management and linking tickets

I sent this to the ITSM group several weeks ago, but found no response, so I'm forwarding here. Is there a significance to linking tickets to changes or workorders other than reference? I don't see how I can create a condition based upon a ticket state. ---

[otrs] : ITSM Change SHOW Columns parameter

Hi I'm trying to customize some ITSM Change views: Search option and Overview option (HTML or Normal output type). I configured (added) two additional columns, DescriptionPlain and JustificationPlain setting the value to 1 but the columns are not showed on the specific view. Otherwise enabling a

Re: [otrs] OTRS ITSM : computers discovery

Hello again, One of our clients already had a mature implementation of Nagios for monitoring all their CIs. We developed for them a kind of web service which is used for Nagios as a plugin to monitor changes between baseline (OTRS CMDB) and what currently is (Nagios findings). Each time a discrepa

Re: [otrs] OTRS ITSM : computers discovery

We went for a mix-and-match solution which may be of interest to others. We create records on OTRS for each newly purchased device from our procurement process. We use Microsoft SCCM as the main discovery and management tool, and pick up data from SCCM daily which is injected into the OTRS reco

Re: [otrs] OTRS ITSM : computers discovery

Dear all, Mike, of course as a Consultant I am very process focused, sometimes close to oversee the usability in terms of tool handling speeds =) =) =) Just kidding ... I really recommend to keep the insertion of new CIs a manual procedure. Of course, if you have a CVS file or such, and you hav

Re: [otrs] OTRS ITSM : computers discovery

Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Michiel Beijen Gesendet: Donnerstag, 28. April 2011 01:59 An: User questions and discussions about OTRS. Betreff: Re: [otrs] OTRS ITSM : computers discovery Yeah; this is a valid point: you really should control

Re: [otrs] OTRS ITSM : computers discovery

...@otrs.org] Im Auftrag von Michiel Beijen Gesendet: Donnerstag, 28. April 2011 01:59 An: User questions and discussions about OTRS. Betreff: Re: [otrs] OTRS ITSM : computers discovery Yeah; this is a valid point: you really should control the changes done to your CMDB. That said, auto-populating

Re: [otrs] OTRS ITSM : computers discovery

Yeah; this is a valid point: you really should control the changes done to your CMDB. That said, auto-populating and/or updating the CMDB with a discovery tool should not lead to an out-of-control configuration management process per se. The problem is that you would NOT want to populate and/or m

Re: [otrs] OTRS ITSM : computers discovery

Dear all, On 27.04.2011, at 21:50, Leonardo Certuche wrote: > Please keep in mind that auto-populating your CMDB using a discovery tool > will lead to an out of control configuration management process. > > What we do is the following: we get the inventory from OCS, export it to CSV, > and the

Re: [otrs] OTRS ITSM : computers discovery

Agreed. We use nmap2mysql to build initial databases, then selectively import into the CMDB. The next evolutionary step would be an OTRS CMDB client agent. On Wed, Apr 27, 2011 at 2:50 PM, Leonardo Certuche < leonardo.certu...@itconsultores.com.co> wrote: > Hello, > > We happen to be partners o

Re: [otrs] OTRS ITSM : computers discovery

Hello, We happen to be partners of both OTRS and OCS Inventory. Please keep in mind that auto-populating your CMDB using a discovery tool will lead to an out of control configuration management process. What we do is the following: we get the inventory from OCS, export it to CSV, and then import

Re: [otrs] OTRS ITSM : computers discovery

Take a look at nmap2mysql. > > What's the best discovery tool (preferably open source) that people > are using? Comments from the list are welcome! > -- > Mike > > On Wed, Apr 27, 2011 at 5:42 PM, GARDAIS Ionel > wrote: > > Hi list, > > > > We give a try to OCS Inventory to collect datas about

Re: [otrs] OTRS ITSM : computers discovery

Spiceworks but otherwise .. I don't know, http://alternativeto.net/software/spiceworks/ On Wed, Apr 27, 2011 at 3:25 PM, Michiel Beijen wrote: > Would be great to have! Currently we don't have anything like this, > you can however import inventory data from discovery tooling into the > CMDB. > >

Re: [otrs] OTRS ITSM : computers discovery

Would be great to have! Currently we don't have anything like this, you can however import inventory data from discovery tooling into the CMDB. What's the best discovery tool (preferably open source) that people are using? Comments from the list are welcome! -- Mike On Wed, Apr 27, 2011 at 5:42 P

[otrs] OTRS ITSM : computers discovery

Hi list, We give a try to OCS Inventory to collect datas about the computers we manage. We ran into a few problems that led me to drop this tool … Then I discovered OTRS for ticket requests : stable, efficient, all good. I installed the ITSM package on a test system and was wondering if a platefo

[otrs] ITSM 2.1.1 - Package not correctly deployed! You should reinstall the Package again!

Running Ubuntu 11.04 - OTRS 2.4.9 - and trying to install The OTRS::ITSM bundle package 2.1.1 - But it's failing. But it's trying to install in var/packagesetup/ITSM/ -- var exists - but the rest do not. Do I create them? Is there a permission issue I should b

Re: [otrs] itsm access level

Hello, There is! When you create a new general catalog class (which you use to group several CIs), OTRS let you choose a group to associate the class with, that way only members of that group will be able to see the CI belonging to that class. Leonardo Certuche Medellín, Colombia On 30 March

[otrs] itsm access level

helo, just wondering if theres a way to control access in itsm 3. I mean that some agents can see some CI's and other agents other CI's. Thanks in advance, LD - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http

[otrs] ITSM - multiple customers

Hi All, We are using OTRS for a couple of years dealing with IT problems at our customers networks and server's rooms - it's just doing what is designed for :). Now we would like to implement ITSM in our system for us and our customers. But I think (please correct me if I'm wrong) there is no s

[otrs] OTRS ITSM - How to show Free Text into Change Search output ?

Hi folks I have some problem on the Change Search output. I defined some Free Text on the ITSM Change form and all works fine. Now using the Change search function I'd like to have the output (Print or Normal) with additional column showing the Free Text. Let me say : I configured a free text wi

Re: [otrs] ITSM ConfigItem field in ConfigItem definitions

a field in a ConfigItem definition that generates a with ConfigItems? I'd like to create a "Network Interface" field in my "Server" ConfigItem class, which I would add a "Connected to Network" field, where I could choose from my "Network" class ConfigI

[otrs] ITSM ConfigItem field in ConfigItem definitions

ere I could choose from my "Network" class ConfigItems. Is it possible with OTRS::ITSM 2.x or 3.x? Thanks in advance! Best regards, Gergely Polonkai - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists

[otrs] ITSM Change Management :: Options to change status of change

Hi, What are the options to change the 'Change Status', which seems to be stuck at 'Requested' despite trying all options for conditions. Have already tried various options mentioned in the blog, documentation does not help to take beyond this stage. Best regards, Ajmal Ahmed Shariff

[otrs] ITSM report with hardware linked

Helow We are using otrs 2.7 i was wondering if there is a way to make available in reports the serial number of hardare asociated. I will explain it more carefully. In a ticket, we have linked it with a hardware. We wonder in the ticket reports if it is possible to add Serial Numbers of ha

Re: [otrs] ITSM Change Attributes

“guided” through you workflow in an automated >> way. >> >> Cheers, Nils >> >> — >> Nils Leideck >> Senior Consultant >> >> http://webint.cryptonode.de / a Fractal project >> >> On 11.01.2011, at 01:41, Robert Poreba wrote: >

Re: [otrs] ITSM Change Attributes

ls > > — > Nils Leideck > Senior Consultant > > http://webint.cryptonode.de / a Fractal project > > On 11.01.2011, at 01:41, Robert Poreba wrote: > >> Hello, >> >> >> I’m currently testing the latest OTRS ITSM 3.0 beta1 version. >>

Re: [otrs] ITSM Change Attributes

wrote: > >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

Re: [otrs] ITSM Change Attributes

project On 11.01.2011, at 01:41, Robert Poreba wrote: > 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

[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’ t

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 >

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

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 introductory book (preferably, I seem to learn best from paper for some reason)? Not the "bible" or "be all end all" of ITIL, just a sort of "

[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 attribut

Re: [otrs] OTRS - ITSM

The first beta of OTRS::ITSM 3.0 will come in in January. On 16.12.2010 16:51, Nils Leideck wrote: > not available yet > > — > Nils Leideck > Senior Consultant > > http://webint.cryptonode.de / a Fractal project > > On 16.12.2010, at 12:33, Yuan Yudistira wrote:

Re: [otrs] OTRS - ITSM

not available yet — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project On 16.12.2010, at 12:33, Yuan Yudistira wrote: > I install otrs 3.0.3, > how to install ITSM modules for my otrs? > > > YY > >

[otrs] OTRS - ITSM

I install otrs 3.0.3, how to install ITSM modules for my otrs? YY - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/list

Re: [otrs] OTRS and OTRS ITSM evaluation

Dear Sudhir, of course you should evaluate the previous version of OTRS, which is 2.4.9, and has all the ITSM modules available :-) But please do the valuation for OTRS 3.0 as well as we are close to release stable ITSM modules for this lovely new state of the art OTRS version too ! ;-) If

Re: [otrs] ITSM

lications. About financial management process, I would be happy > to receive some feedback too. ;-) > > 2010/12/15 Sudhir Garg > >> >> Hello All, >> >> OTRS ITSM module can meet 6 of the processes of ITIL. We want to evaluate >> some other processes

Re: [otrs] ITSM

OTRS with other applications. About financial management process, I would be happy to receive some feedback too. ;-) 2010/12/15 Sudhir Garg > > Hello All, > > OTRS ITSM module can meet 6 of the processes of ITIL. We want to evaluate > some other processes of ITIL through open sou

[otrs] ITSM

Hello All, OTRS ITSM module can meet 6 of the processes of ITIL. We want to evaluate some other processes of ITIL through open source product like capacity, availability, continuity, financial management etc. Can somebody guide us if there are tools available to meet these additional

Re: [otrs] ITSM Change Management

Hi Rosanna. On 23.11.2010, at 12:38, Straccialano, Rosanna wrote: > I’m having trouble understanding why you would need to create a Condition > just to change the status of an ITSM Change. Can somebody please explain > this to me or give me some examples, I can’t seem to get this working. You *

[otrs] ITSM Change Management

Hi All, I'm having trouble understanding why you would need to create a Condition just to change the status of an ITSM Change. Can somebody please explain this to me or give me some examples, I can't seem to get this working. Thank you, Rosanna

Re: [otrs] When will there be a compatible OTRS::ITSM for OTRS 3.0.X?

I saw that announcement but couldn't tell if that was a beta date or GA. When will betas start to show up? Hugh On 11/16/10, Tristan Smith wrote: > Hi, > > This may help: http://otrs.org/news/2010/release-calendar-otrs3/ > (I was hoping for a sooner release) > > On Tue, Nov 16, 2010 at 3:15 PM,

Re: [otrs] When will there be a compatible OTRS::ITSM for OTRS 3.0.X?

Hi, This may help: http://otrs.org/news/2010/release-calendar-otrs3/ (I was hoping for a sooner release) On Tue, Nov 16, 2010 at 3:15 PM, Rodney McDuff wrote: > > -- > Dr. Rodney G. McDuff |Ex ignorantia ad sapientiam > Manager, Strategic Technologies Group|Ex luce ad tenebr

[otrs] When will there be a compatible OTRS::ITSM for OTRS 3.0.X?

-- Dr. Rodney G. McDuff |Ex ignorantia ad sapientiam Manager, Strategic Technologies Group|Ex luce ad tenebras Information Technology Services | The University of Queensland | EMAIL: mcd...@its.uq.edu.au | TELEPHONE: +61 7 334 66898 |

Re: [otrs] ITSM - How to add a new field in ConfigItem?

ubject: Re: [otrs] ITSM - How to add a new field in ConfigItem? Hi Marco, Thank you very much for your email, unfortunately the link you sent me doesn't work. Thanks, Rosanna From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marco Vannini Sent: 29 Oct

Re: [otrs] ITSM - How to add a new field in ConfigItem?

tions and discussions about OTRS. Subject: Re: [otrs] ITSM - How to add a new field in ConfigItem? Hi Rosanna, Try the following url http://yourotrsbox/otrs/index.pl?Action=AdminITSMConfigItem&Subaction=De finitionView&DefinitionID=1 for example. press change and then you

Re: [otrs] ITSM - How to add a new field in ConfigItem?

Hi Rosanna, Try the following url http://yourotrsbox/otrs/index.pl?Action=AdminITSMConfigItem&Subaction=DefinitionView&DefinitionID=1 for example. press change and then you can add your definition copying one of the existing and modifying it as required. Then if it is not still clear we are he

[otrs] ITSM - How to add a new field in ConfigItem?

Dear All, Is anybody able to help me please and show me how I add another field in the ConfigItems section. I would like to have a field called 'Asset No' in all the classes. Would really appreciate your help, thank you! Rosanna --

[otrs] ITSM - question about changing CIs - batch style

Hello all. I would like to change a bunch of CI - Configuration Items in a batch style I have acess to the mysql database, so I thought it would be a matter of finding out the last version ID of the CIs, and update the corresponing xml_content_value field on the xml_storage table It seems it d

[otrs] ITSM 2.0.2 functionality

you only loose the features of the missing packages, if you don't need them, this is ok. But you have to have installed the GeneralCatalog and the ITSMCore package, they are the base of OTRS::ITSM. I think that users usally install all the ITSM packages, since there should be seldom d

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