Znuny and ((OTRS)) Community Edition

Amukinado

Solved: Had to create a Customer and a Customer User because it was mandatory... Is there anyway to make it non mandatory? BTW, it wasn't the problem. The problem was with the JSON resquest formating. { "Ticket" : { "Title": "Test Title", "Queue": "Raw&qu...

Amukinado

Hi. Back to OTRS after 2 years away, I'm tryinbg to create a ticket via REST, on 6.0. I imported the .yml file and I'm looking at the debug page, but can't figure out what's wrong. I can get the sample ticket created upon install, but can't form a valid request to create a ticket. I'm posting my req...

Amukinado

Hello. I would like to use this with OTRS 4.0.8. I've been trying to change Object Management declarations, because it seems to me that's the problem, but not even a developer, so it's not that clear for me. this is my apache log error, can you please help? [Before messing around with object declara...

Amukinado

That would make me make changes whenever a person enters or leaves the company. With ldap, we keep all users, but in diferent states. And that way, i only do it once. I don't mind using that field, as long as I could map it to get that data from the ldap.

Thanks

Regards

Amukinado

Anyone?

Amukinado

Hello. Not trying to double ask on different threads, but can i do this for this purpose?

viewtopic.php?f=61&t=21320

I'm not shure if I can put code or what kind of code can I input on CI definitions, so any help will be good.

Thanks

Amukinado

Hello. I'm [re]defining CI's. Hardware CI's would be much better in my case if i could have a owner or user field that came from my LDAP, cause every hardware here is assigned to a user(laptops) or a group like CIO's (servers and others). Is this possible? How? I'm not a programmer, sorry, so be as ...

Amukinado

Huummm...sorry to up it this way... Any kind of help, please?

Regards

Amukinado

Hi! I managed to get agents to login via index.pl with openldap. my otrs server is centos 5 and OTRS Version is 3.1.3. I Can't login via customer.pl link ans this is the error: Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator. This ...

Amukinado

Boas. Talvez vá aplicar isso no meu também. O que precisava mesmo era de poder adicionar campos que defini nas classes das CI's. Por exemplo, quero ver a marca e modelo e numero de série dos computadores que tenho na CMDB. Claro que já criei esses campos na class "Computer", mas precisava ...

Amukinado

Hello again. Well, I don't know if it is because I'm tired, but there's so many thing that are anounced, and that don't work, or need tons of config's... New problem with something that I thought would be simple. I have OTRS 2.4.9, with Master/Slave installed. Conclusion one: Can't make a ticket tha...

Amukinado

I know what an ics is, and I understand what is being treated here. I'm not an experienced programmer, but i can read and understand it. What I don't know enough is about the OTRS framework in order to know where and how to put the files. I've copied them to my server, created and imported an ics fi...

Amukinado

I'm sorry for this question, but is that the best help you can give me?
I think you would lose the more or less off the same time giving me a more usefull and working answer, like the instructions I'm asking.

Regards
Bruno

Amukinado

Well... Thank you! But where do I put it? Wich are the folders to put each file I downloaded? The ical file, can I use an online ical like google calendar, or do I have to create the tasks and then export the ical file and upload it to the otrs server? I really need to have this working by tomorrow ...

Amukinado

Hello. I've read the blog article, but i don't understand two things. 1- Are theses existing files I have to Edit? If so, i can't find them. 2 - Are this new files to add to the file system? If so where do I put them? I woud like to put this working for minor tests ASAP. Please help. Regards Bruno

Amukinado

Hummm...ok... so i think i can add a ticket for each weekday, and one for daily usage. I can have a task on monday to change that ticket state, and multiple notifications(new ticket's beeing created) . So each day I change the corresponding ticket states and that will do the job. I can even add a ne...

Amukinado

Hi! This is teh question. My client has programed tasks, and he wants to control the execution of this tasks(SLA's). I know that OTRS or incident management wassn't made for this, and that programmed tasks are more off change management than incident management! But SLA's are more to incidents than ...

Amukinado

Ok. Got the idea, but i pasted it on the file you said, but it didn't worked. Is the code complete? because it ends with a '{' .

Regards
Bruno

Amukinado

Hi! Thanks for the tips. Couldn't understand that tip on PDF's or reproduce it. What's it's purpose?

Regards.
Bruno

Amukinado

I installed ITSM cause I read ITSM would give extra functions on SLA's.

The public will be the head IT managers and maybe a company manager. The goal is to give in-house tech support.

Regards
Bruno

Amukinado

Hello! Monday I'll be presenting otrs in it's core to a company(with SLA's, so ITSM is installed also, but just for SLA's). I wish to focus on: -Main diferences between client/admin/customer interfaces -What is and how a Queue works -Explaining a ticket and it's lifecycle -Give examples on stats out...

Amukinado

what exactly is your problem? fields for choosing sla not show? ... cannot choose from values ...? Please describe what your are doin excatly on the agent interface I have solved my "no services or sla" to associate to ticket's. I went to Customer Users <-> Services and adited Default Ser...

Amukinado

Hello! Thanks for the help. About having sla's added to services that's done from the begining. I'm getting tired of messing around the ticket core config and other config pages and now, I have services and SLA available trough the agent interface. Tried to repeat the result on another VM, and... I ...

Amukinado

Hello. As I'm trying this for over a week and googling and whatever, I'm not going to describe what i have done. I just need to know, wich are the options I have to enable or whatever, so that I can add a SLA to a ticket, through the agent interface. I can do it through the customer interface. It's ...

Amukinado

Well... I decided to create a topic justo for this issue. I have to implement change management in a way that, when an aproval reaches it's final state, 3 diferent "persons" are notified. One is the change manager(default notification). No problem with this. The other two are more complica...

Amukinado

Ok. There's a link "template" where you can create the cab template and you can see it on my pic on the left side... when you are in a rush sometimes you don't see what's right in front of your eyes... sorry!

Regards
Bruno

Amukinado

Hi. I can't create a CAB template, and can't understand why... i get this error and have already searched the sysadmin options... Here's a picture! http://img535.imageshack.us/img535/9528/cabm.jpg can you clarify me how to create a cab template? i've already added users to the involved persons on a ...

Amukinado

So... i'm stuck with notifications. The real case is that I have to notify the change manager, another diferent user that varies depending on the change, and a fixed group of persons(always). Let me try to give you a picture so you can help me better. http://img842.imageshack.us/img842/3529/changepi...

Amukinado

About notifications, maybe i can do that with "Notification [ITSM Change Management]". If only i could understand how to customize the recipients!

Any help?

Thanks
Bruno

Amukinado

Maybe this can help:

http://forums.otrs.org/viewtopic.php?f=53&t=6407

Maybe you can help there also!

Regards!

Amukinado

About the change I made to the

$OTRS_HOME/Kernel/Config/Files/ITSMCore.xml.

Maybe this sould be on the config.pm file, or it's not going to work because this is ITSM related?

Regards
Thanks

Amukinado

Ok! For the FAQ. Solved. Just give full rights [RW]on the FAQ user group.

Amukinado

Hi again, after googling somthing about these thigs I will need to implement 'till next week's friday, I decided to ask for your help, 'cause i think I will take longer to discover everything on my own, and I'm helping by adding new content to this forum! As for change management here's what I need:...

Amukinado

I'm with you on this one. Anyone kind enough to help, please?

Regards

Amukinado

Thanks again. I will have to receive the company's requierements in order to answer you. I'm just trying to play ahead of our client.
So now i'm shure it's not the best solution "out of the box". I'll post more information as soon has I have it.

Regards
Bruno

Amukinado

thank you for your answer. Would you recommend using OTRS to implement ITIL on a insurance company and also use it as a development life cycle manager making that kind of adaptations/customization?

Glad to have an answer from you. You have been very usefull before.

Regards
Bruno

Amukinado

Anyone?

Possible?
Not possible?
Not Known?
Known error?

Regards
Bruno

Amukinado

Hello. There's a company that wishes to implement OTRS and wishes to control their software development life cycles(sdlc). They also asked if OTRS can do that out of the box(sdlc control)? They also asked if there's any kind of plugin or app that can run inside OTRS to to that if OTRS can't do it ou...

Amukinado

Is there a way to put the custom search field above the Deplyoment State and Incident State?

Regards
Bruno

Amukinado

I'm sorry... you are just soooooo right! lol!

Retested it. Working. Thank you.

Amukinado

Hi. Thank u for your reply. If you are talking about the "Searchable=>1", that's not it. This allows you to search a pre defined value stored on the DB, to input on that specified field. It doesn't changes the search page when you click on Config Item>Search. Well at least, I couldn't do i...

Amukinado

Hello!!!

I've been navigating through the sysconfig but can't find nothing that changes the Config Item Search Options... No one with more information?

Regards
Bruno

Amukinado

Hi. When I have to search through Config Item's of a certain tipe, some of them don't have a name, and it's not simple to search for it's number.

Can I customize the search page so that I can search more fields for that specific CI or for all kind of CI's.

Thanks in advance

Regards
Bruno Barosa

Amukinado

Oh...sorry...already created that new thread, and ended up answering myself.

There is a table called link_relation. That's where it is. I found it when I stoped looking only at the online DB model. Not all the tables seem to be listed there.

Regards
Bruno

Amukinado

Solved! Don't rely only on documents like I was doing! Lesson learnd!

When i looked at the DB through the mysqclient there's a table called link_relation!

Regards
Bruno

Amukinado

Hi! Had a nice weekend? I'm stuck with this. I can't figure out what where the link between CONFIGURATION ITEMS is made on the database. I have so many "articles" in to CI classes, and i wish to link them. It has to be done on the config item part directly on the DB because there are more ...

Amukinado

Hi! Had a nice weekend?

I'm still stuck with this. I can't figure out what where the link between CONFIGURATION ITEMS is made on the database.

Any one can help?

Regards
Bruno

Amukinado

I have so many "articles" in to CI classes, and i wish to link them. It has to be done on the config item part directly on the DB because there are more than 5000 things to relate. I've been making tests linking CI's but the only thing i see is a change in configitem_history, wich add's a ...

Amukinado

done... it seem's my system was installed with the root user and not the OTRS user. Maybe i should change this... i don't now if it will be possible....

Regards
Bruno

Amukinado

Hi...new error while running the update script:

./DBUpdate-to-2.3.pl
fileparse(): need a valid pathname at ./DBUpdate-to-2.3.pl line 30
BEGIN failed--compilation aborted at ./DBUpdate-to-2.3.pl line 30.

this is line 30:

use lib dirname($RealBin);

Can you help?

Regards
Bruno

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