Search found 50 matches

by icm3012
18 Jul 2013, 07:57
Forum: Help
Topic: CI Attribute - attachments
Replies: 0
Views: 257

CI Attribute - attachments

Hi

I understand that attachments can now be included as CI attributes in the default OTRS::ITSM version 3.2.7 but cannot find any documentation as to how to achieve this.

Could someone advise or point me to the documentation.


regards
Ian
by icm3012
06 Jan 2012, 23:02
Forum: General
Topic: Create new Ticket from CI/Customer Record
Replies: 2
Views: 1543

Re: Create new Ticket from CI/Customer Record

Hi Rod. The first part, I know KIX4OTRS offers this option as it has a customer information board which lists all tickets, services and I think CIs on one screen. At the bottom it has a phone and email ticket creation button - great package but installation needs to be followed very closely. The sec...
by icm3012
04 Jan 2012, 21:30
Forum: Hilfe
Topic: [Solved]Need TypeID beim Anlegen des neuen SLAs
Replies: 2
Views: 608

Re: [Solved]Need TypeID beim Anlegen des neuen SLAs

Hello

Could you explain how you fixed this as I have the same problem and cant work out what is wrong.


thanks

Ian
by icm3012
07 Dec 2011, 00:37
Forum: General
Topic: OTRS 3.1.0 beta2
Replies: 2
Views: 638

OTRS 3.1.0 beta2

Hi I have tried to install this package and it faisl at the email section of the installer. I cant get past this page. To clarify, this is the page to setup the outgong and incoming mail confiiguration. I had previously installed OTRS 3.1.0 beta1 without any problems, since this is a VPS for testing...
by icm3012
06 Dec 2011, 01:35
Forum: Help
Topic: OTRS3.1 Dynamic fields
Replies: 2
Views: 800

### SOLVED ## Re: OTRS3.1 Dynamic fields

Thanks jojo

Done and can see my new fields now.
by icm3012
06 Dec 2011, 01:08
Forum: Help
Topic: OTRS3.1 Dynamic fields
Replies: 2
Views: 800

OTRS3.1 Dynamic fields

Hello Could someone explain how to use this new functionality, I have created a new field using this module but cant see it dispalyed on the ticket screens, is there some sysconfig required to activate dynamics fields. FYI --- This is a terrific enhancement, I loook forward to using this to help fil...
by icm3012
15 Jul 2011, 22:54
Forum: Help
Topic: SLA & Service mods
Replies: 0
Views: 436

SLA & Service mods

Hi Has anyone added extra fields into the SLA and service screens/records. If so, please offer your experience and 'how to'. I would like to add some extra fields such as Contract numbers and some financial contract details in the SLA screens to make this screen more user friendly, rather than havin...
by icm3012
15 Jul 2011, 22:48
Forum: Patches / Modules
Topic: ITSM-CI-Attribute extensions available for download
Replies: 52
Views: 64311

Re: ITSM-CI-Attribute extensions available for download

Hi

I think I have resolved my problem, I have commented out the offending line 356 which is the MD5_hex parameter. Not sure the implications on doing so, but can now attach files and open them from the link in the asset record.

regards

Ian
by icm3012
15 Jul 2011, 11:11
Forum: Help
Topic: ITSMCIAttributesAddon
Replies: 1
Views: 635

ITSMCIAttributesAddon

Hi All I have seen this on the OPAR site http://opar.perl-services.de/bin/index.cgi/packageS/SV/SVENMUELLERITSMCIAttributesAddon . It looks like it offers the following option This package installs a new CMDB attribute type - TextInt - to allow entering and validating integers in a text field. I am ...
by icm3012
14 Jul 2011, 20:14
Forum: Patches / Modules
Topic: ITSM-CI-Attribute extensions available for download
Replies: 52
Views: 64311

Re: ITSM-CI-Attribute extensions available for download

Hi TTO

The wide character error is happening on any file upload's, I have tried pdf, png, bmp, tff, txt and for each upload this error has been displayed. I have tried file sizes from 1Kb to 260Kb. The package was installed via the package manager.
by icm3012
14 Jul 2011, 09:51
Forum: Patches / Modules
Topic: ITSM-CI-Attribute extensions available for download
Replies: 52
Views: 64311

Re: ITSM-CI-Attribute extensions available for download

Hello I have the same problem. I have just rebuilt our test server with freash install of Ubuntu and OTRS 3.0.9 with ITSM 3.0.4 and this extra package as it has lots of what should be built in functionality to the ITSM system. I have this same error as the first posting ScreenHunter_02 Jul. 14 08.45...
by icm3012
27 Apr 2011, 09:21
Forum: General
Topic: OPAR CI attribute collection - service/sla usage
Replies: 0
Views: 697

OPAR CI attribute collection - service/sla usage

Hello I have downloaded and installed the CIattribute collection from OPAR site. Its a brilliant enhancement to the core CI asset function, especially the ability to register an asset to a service and therefore an SLA. Although the other attributes are just as interesting and all tick the key requir...
by icm3012
24 Apr 2011, 08:59
Forum: General
Topic: OTRS 3.x installed on Windows 2003/8
Replies: 2
Views: 953

Re: OTRS 3.x installed on Windows 2003/8

Thanks Crythias

I'll attempt the installation with cronw.

kind regards

Ian
by icm3012
23 Apr 2011, 16:30
Forum: General
Topic: OTRS 3.x installed on Windows 2003/8
Replies: 2
Views: 953

OTRS 3.x installed on Windows 2003/8

Hi Do I need to use a windows cron software programm for scheduled tasks in windows 2003/2008 or can I use the windows task schedular as I understand these jobs are all perl based scripts. I have seen the new wiki page regarding installation under IIS and Ms SQL SErver which sounds good, but the cro...
by icm3012
11 Mar 2011, 13:41
Forum: Help
Topic: ical daemon useage from BLOG example
Replies: 4
Views: 949

Re: ical daemon useage from BLOG example

Hi JoJo

Ok, thanks for clarifying the issue. At least it gives me a vision to how this can be achieved.I just need to make it work.


many thanks

Ian
by icm3012
11 Mar 2011, 13:11
Forum: Help
Topic: ical daemon useage from BLOG example
Replies: 4
Views: 949

Re: ical daemon useage from BLOG example

Hi JoJo Thanks, but apoligies for my lack of knowledge in this area. The create-ticket.pl script - I understand. Its the ical-daemon which I am stuck on. Does this need to be installed and configured on the ical server [in this instance a third party solution which is a visual planning application, ...
by icm3012
11 Mar 2011, 12:17
Forum: Help
Topic: ical daemon useage from BLOG example
Replies: 4
Views: 949

ical daemon useage from BLOG example

Hi I need to implement an ical message flow between OTRS and a third party planner for ticket assignments. I was struggling to work out how to do this, but the blog entry below is perfect for our needs. My problem is due to lack of knowledge, I am struggling to understand the rest of the requirement...
by icm3012
28 Feb 2011, 19:01
Forum: Help
Topic: Setting Owner when email arrives
Replies: 8
Views: 1378

Re: Setting Owner when email arrives

Hi

Yes, thats what you should do.


regards

Ian
by icm3012
28 Feb 2011, 01:07
Forum: Help
Topic: Setting Owner when email arrives
Replies: 8
Views: 1378

Re: Setting Owner when email arrives

Hi

You need to be more specfic, from your post I think you are trying to send emails from your agents which are ALSO customers to create tickets using the same email address, is this correct? If not, please explain your procedure fully.


regards

Ian
by icm3012
28 Feb 2011, 01:01
Forum: Help
Topic: New drop down in Phone call / new ticket window
Replies: 14
Views: 1667

Re: New drop down in Phone call / new ticket window

Hi jojo

The date picker mentioned, is that available FOR the freetextfields or do you mena the freetimefield usage?

Thanks

Ian
by icm3012
28 Feb 2011, 00:56
Forum: Help
Topic: Email notification to customers upon update
Replies: 3
Views: 906

Re: Email notification to customers upon update

Hi Terry

Pleaase see the screenshot - you need to open Notification (event) highlighted by the red rectangle and create these custom notifications.


regards

Ian
by icm3012
27 Feb 2011, 11:36
Forum: Help
Topic: Setting Owner when email arrives
Replies: 8
Views: 1378

Re: Setting Owner when email arrives

Hi

Yes, using the postmaster filter and a regular expression.


regards

Ian
by icm3012
26 Feb 2011, 20:18
Forum: Help
Topic: Email notification to customers upon update
Replies: 3
Views: 906

Re: Email notification to customers upon update

Hi Terry

You need to create these manually. See the section under ADMIN.


regards

Ian
by icm3012
25 Feb 2011, 16:03
Forum: Help
Topic: Error on ChangeInitiator Agent Notifications
Replies: 4
Views: 753

Re: Error on ChangeInitiator Agent Notifications

Hi I raised a bug concerning this, someone else has come up with a workaround to the problem, I made the changes and it works. QUOTE--- I noticed that you changed the behavior of Kernel/System/Notification.pm a while ago, especially in NotificationList(), in Line 224: # show only 'en' and not en_* n...
by icm3012
22 Feb 2011, 21:51
Forum: General
Topic: [SOLVED] Customer alternate email address
Replies: 4
Views: 997

Re: Customer alternate email address

Hi Try this, it is for v2.4.x but should work on v3. I did try this successfully on 2.4.x. When I had thre differnet emails, sending from any - OTRS did assign to the correct cusotmer account and when replying selected the default email address. http://lists.otrs.org/pipermail/otrs/2010-May/032469.h...
by icm3012
21 Feb 2011, 21:54
Forum: General
Topic: Ability to put tickets on hold?
Replies: 2
Views: 979

Re: Ability to put tickets on hold?

HI This is not possible in the community edition. But I have found what I think offers this as part of the support package as an enhancemnt feature, see this for more details http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/ in the section ''Intermittent Escalations''. Not sure if it a...
by icm3012
21 Feb 2011, 21:45
Forum: General
Topic: Module Calendar for OTRS 3.0.5 ??
Replies: 2
Views: 1397

Re: Module Calendar for OTRS 3.0.5 ??

Hi

See this thread for more information -
http://forums.otrs.org/viewtopic.php?f=53&t=7174
by icm3012
21 Feb 2011, 21:43
Forum: General
Topic: Module Calendar for OTRS 3.0.5 ??
Replies: 2
Views: 1397

Re: Module Calendar for OTRS 3.0.5 ??

Hi

There is no intention to port this to v3 as I understand.


regards

Ian
by icm3012
17 Feb 2011, 21:33
Forum: Help
Topic: Notification events none under en_GB
Replies: 0
Views: 502

Notification events none under en_GB

Hi I have upgraded to OTRS::ISTM beta 4. Once OTRS v3.0.5 is installed, under the notification events, selecting language en_GB (United Kingdom) all standard notification events are listed. Once the ITSM beta 4 is installed, there are no notification events under this language. Not sure if this is a...
by icm3012
17 Feb 2011, 20:49
Forum: General
Topic: OTRS 3.0.4.... Can I use the Calendar function?
Replies: 19
Views: 5902

Re: OTRS 3.0.4.... Can I use the Calendar function?

Hi All I agree the lack of interest to port the calendar function is a major omission. For one my proposal to my company to consider moving to OTRS has stalled due to this in v3. We need a calendar module and ideally in the form of a visual planner to see agent/engineers status and work plans - depl...
by icm3012
25 Jan 2011, 23:06
Forum: Help
Topic: Survey Module OTRS 3.0.2
Replies: 4
Views: 1261

Re: Survey Module OTRS 3.0.2

Hi

Its now ready for v3.0.5 but if you have installed importexport module, this needs uninstalled first or the installer will fail.


regards

Ian
by icm3012
19 Jan 2011, 22:09
Forum: Help
Topic: [Debian] Upgrade 2.4.7 > 3.0.5
Replies: 3
Views: 1108

Re: [Debian] Upgrade 2.4.7 > 3.0.5

Hi

I have also used the source to install in ubuntu 10.04, previously tried the correct rpm's for opensuse, centos 5 and all had problmes with various dependancies in PERL, such as soap-lite.

I will continue to use the source files as very confident these will install without issues.

regards

Ian
by icm3012
17 Jan 2011, 11:43
Forum: Help
Topic: OTRS ITSM v3 modules
Replies: 0
Views: 526

OTRS ITSM v3 modules

Hello I have installed v3.0.4 with the ITSM beta 1 release in ubuntu 10.04 and found no problem's so far. Install was a breeze using the source. I have since installed all the available modules. Now, I would like to know when the other modules will be released, the important one's for me are time ac...
by icm3012
05 Jan 2011, 23:43
Forum: Help
Topic: Time accounting module
Replies: 4
Views: 1299

Re: Time accounting module

Hi Elva Thanks for the update. I have to admit I find the reasoning behind this logic strange. Why would I want to see a large minus figure in overtime column, to me it would trigger users to assume they had 168 hrs overtime allowance to use. I presume the same would be if I set default holidays in ...
by icm3012
04 Jan 2011, 08:56
Forum: Help
Topic: notifications
Replies: 2
Views: 774

Re: notifications

Thanks Elva

Done as suggested, perfect result.


Ian
by icm3012
04 Jan 2011, 00:23
Forum: Help
Topic: Time accounting module
Replies: 4
Views: 1299

Re: Time accounting module

thanks Elva

I'll add myself onto the list - I hope this is resolved soon as its a key requirement in implementing otrs in our organisation.


regards

Ian
by icm3012
03 Jan 2011, 13:46
Forum: Help
Topic: Time accounting module
Replies: 4
Views: 1299

Time accounting module

Hello In the time accounting module [on a fresh install] I have set the valid start date as 1st January 2011. When opening the time accounting module to enter test data, the overtime shows -168 hours, if I change the date to Jan 2010 this changes to ZERO. I cant see any other options to change in th...
by icm3012
03 Jan 2011, 12:27
Forum: Help
Topic: notifications
Replies: 2
Views: 774

notifications

Hello How can I remove the different language options in the notification management section - please see screenshot. I only want to have those beginning with en_ as the agents are all based in England. Its frustrating to have to keep scrolling down to select the en_version each time we want to make...
by icm3012
03 Jan 2011, 10:10
Forum: General
Topic: Happy New Year!
Replies: 1
Views: 598

Re: Happy New Year!

Thank You.

Happy New Year to you and your family. May it bring success.

Best Wishes

Ian
by icm3012
15 Dec 2010, 16:08
Forum: Help
Topic: Works Orders for repair reporting OUTSIDE change management
Replies: 0
Views: 590

Works Orders for repair reporting OUTSIDE change management

Hi I think the change managmeent is a great tool in its own right. BUT I have one last issue to resolve to approve OTRS as 'fit for purpose' in our organisation. How can work orders be used for repairs outside of the change management process. I think WO can only be created and attached to a change ...
by icm3012
08 Dec 2010, 14:42
Forum: General
Topic: OTRS v 2.4.x
Replies: 3
Views: 845

Re: OTRS v 2.4.x

Hi jojo Thanks, so would I correct to presume what features are in v3.0.3. are being released as 2.4.10 sometime soon, although the visuals will remian as is. We are looking to implement OTRS::ITSM so cant consider v3 at this stage until ITSM has been included. Also need some of the functionality, p...
by icm3012
08 Dec 2010, 13:41
Forum: General
Topic: OTRS v 2.4.x
Replies: 3
Views: 845

OTRS v 2.4.x

Hi

Does anyone know if there will be a release v2.5 to upgrade from v2.4.9 in the normal 8 week update release .

thanks

Ian
by icm3012
08 Dec 2010, 13:37
Forum: Help
Topic: automatic update CI incident states linked to tickets
Replies: 3
Views: 1015

Re: automatic update CI incident states linked to tickets

Thanks jojo

Is it possible to do this via the generic agent? That would be a suitable workaround.


kind regards

Ian
by icm3012
07 Dec 2010, 19:00
Forum: Help
Topic: automatic update CI incident states linked to tickets
Replies: 3
Views: 1015

automatic update CI incident states linked to tickets

Hi, I understand that these incident states on configurable items can only have automatic updates via system monitoring. This is not suitable for our needs. Can anyone suggest how this could be done via the generic agent. I want to change the incident state from 'operational' to 'incident' when a ti...
by icm3012
12 Nov 2010, 17:40
Forum: Help
Topic: opennms otrs integration
Replies: 0
Views: 497

opennms otrs integration

Hi I have installed OTRS 2.4.9 and on another machine opennms 1.8.5 - I've installed all perl modules on OTRS and installed the opennms module into otrs with no errors reported. With the opennms wiki instructions, I have configured all settings listed and restarted opennms and otrs. I dont appear to...
by icm3012
09 Nov 2010, 14:42
Forum: Help
Topic: Using OTRS for bulk patching of config items [hardware]
Replies: 2
Views: 757

Re: Using OTRS for bulk patching of config items [hardware]

Thanks for your advice, but I think I didn't explain myself fully. What I want to do is to force a download to the 'selected' hardware and automatically install the patches linked to that peice of hardware. This would be fantastic as I am really talking of potentiallly hundreds of units to be patche...
by icm3012
08 Nov 2010, 22:44
Forum: Help
Topic: Using OTRS for bulk patching of config items [hardware]
Replies: 2
Views: 757

Using OTRS for bulk patching of config items [hardware]

Hi Is it possible either with OTRS or a plug in to be able to select multiple config items to have software patcxhes applied via a work order with minimal user intervention. for example 26 hardware units requireing a patch for a bugfix, these units are all listed in OTRS using the configitems functi...
by icm3012
01 Nov 2010, 14:00
Forum: Help
Topic: Web calendars
Replies: 2
Views: 619

Re: Web calendars

Thanks for your help.I will try this today.

Ian
by icm3012
01 Nov 2010, 02:21
Forum: Help
Topic: Web calendars
Replies: 2
Views: 619

Web calendars

The default otrs 2.4.9 comes preconfigured with 9 calendars to use for SLA's, etc. My company requires 25 as each customer has unique SLA's and the manual states this can be increased to 99 calendars. BUT I cant locate the information to explain how to increase the amount of calculators available. A...
by icm3012
19 Oct 2010, 14:03
Forum: Help
Topic: Aspell on Windows 2008
Replies: 1
Views: 664

Aspell on Windows 2008

Hello I have installed the win32 Aspell on OTRS 2.4.8 on a windows web server 2008 machine. Its running apache and activeperl with all required perl modules. I have followed the setup for the spellchecker and it does work, by offering corrections to misspellings, when I click on submit, a warning bo...