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
Search found 50 matches
- 18 Jul 2013, 07:57
- Forum: Help
- Topic: CI Attribute - attachments
- Replies: 0
- Views: 680
- 06 Jan 2012, 23:02
- Forum: General
- Topic: Create new Ticket from CI/Customer Record
- Replies: 2
- Views: 2860
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...
- 04 Jan 2012, 21:30
- Forum: Hilfe
- Topic: [Solved]Need TypeID beim Anlegen des neuen SLAs
- Replies: 2
- Views: 1333
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
Could you explain how you fixed this as I have the same problem and cant work out what is wrong.
thanks
Ian
- 07 Dec 2011, 00:37
- Forum: General
- Topic: OTRS 3.1.0 beta2
- Replies: 2
- Views: 1524
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...
- 06 Dec 2011, 01:35
- Forum: Help
- Topic: OTRS3.1 Dynamic fields
- Replies: 2
- Views: 1684
### SOLVED ## Re: OTRS3.1 Dynamic fields
Thanks jojo
Done and can see my new fields now.
Done and can see my new fields now.
- 06 Dec 2011, 01:08
- Forum: Help
- Topic: OTRS3.1 Dynamic fields
- Replies: 2
- Views: 1684
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...
- 15 Jul 2011, 22:54
- Forum: Help
- Topic: SLA & Service mods
- Replies: 0
- Views: 902
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...
- 15 Jul 2011, 22:48
- Forum: Patches / Modules
- Topic: ITSM-CI-Attribute extensions available for download
- Replies: 52
- Views: 450671
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
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
- 15 Jul 2011, 11:11
- Forum: Help
- Topic: ITSMCIAttributesAddon
- Replies: 1
- Views: 1292
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 ...
- 14 Jul 2011, 20:14
- Forum: Patches / Modules
- Topic: ITSM-CI-Attribute extensions available for download
- Replies: 52
- Views: 450671
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.
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.
- 14 Jul 2011, 09:51
- Forum: Patches / Modules
- Topic: ITSM-CI-Attribute extensions available for download
- Replies: 52
- Views: 450671
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...
- 27 Apr 2011, 09:21
- Forum: General
- Topic: OPAR CI attribute collection - service/sla usage
- Replies: 0
- Views: 1112
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...
- 24 Apr 2011, 08:59
- Forum: General
- Topic: OTRS 3.x installed on Windows 2003/8
- Replies: 2
- Views: 1943
Re: OTRS 3.x installed on Windows 2003/8
Thanks Crythias
I'll attempt the installation with cronw.
kind regards
Ian
I'll attempt the installation with cronw.
kind regards
Ian
- 23 Apr 2011, 16:30
- Forum: General
- Topic: OTRS 3.x installed on Windows 2003/8
- Replies: 2
- Views: 1943
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...
- 11 Mar 2011, 13:41
- Forum: Help
- Topic: ical daemon useage from BLOG example
- Replies: 4
- Views: 2279
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
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
- 11 Mar 2011, 13:11
- Forum: Help
- Topic: ical daemon useage from BLOG example
- Replies: 4
- Views: 2279
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, ...
- 11 Mar 2011, 12:17
- Forum: Help
- Topic: ical daemon useage from BLOG example
- Replies: 4
- Views: 2279
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...
- 28 Feb 2011, 19:01
- Forum: Help
- Topic: Setting Owner when email arrives
- Replies: 8
- Views: 2913
Re: Setting Owner when email arrives
Hi
Yes, thats what you should do.
regards
Ian
Yes, thats what you should do.
regards
Ian
- 28 Feb 2011, 01:07
- Forum: Help
- Topic: Setting Owner when email arrives
- Replies: 8
- Views: 2913
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
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
- 28 Feb 2011, 01:01
- Forum: Help
- Topic: New drop down in Phone call / new ticket window
- Replies: 14
- Views: 4221
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
The date picker mentioned, is that available FOR the freetextfields or do you mena the freetimefield usage?
Thanks
Ian
- 28 Feb 2011, 00:56
- Forum: Help
- Topic: Email notification to customers upon update
- Replies: 3
- Views: 1808
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
Pleaase see the screenshot - you need to open Notification (event) highlighted by the red rectangle and create these custom notifications.
regards
Ian
- 27 Feb 2011, 11:36
- Forum: Help
- Topic: Setting Owner when email arrives
- Replies: 8
- Views: 2913
Re: Setting Owner when email arrives
Hi
Yes, using the postmaster filter and a regular expression.
regards
Ian
Yes, using the postmaster filter and a regular expression.
regards
Ian
- 26 Feb 2011, 20:18
- Forum: Help
- Topic: Email notification to customers upon update
- Replies: 3
- Views: 1808
Re: Email notification to customers upon update
Hi Terry
You need to create these manually. See the section under ADMIN.
regards
Ian
You need to create these manually. See the section under ADMIN.
regards
Ian
- 25 Feb 2011, 16:03
- Forum: Help
- Topic: Error on ChangeInitiator Agent Notifications
- Replies: 4
- Views: 2080
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...
- 22 Feb 2011, 21:51
- Forum: General
- Topic: [SOLVED] Customer alternate email address
- Replies: 4
- Views: 3209
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...
- 21 Feb 2011, 21:54
- Forum: General
- Topic: Ability to put tickets on hold?
- Replies: 2
- Views: 1872
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...
- 21 Feb 2011, 21:45
- Forum: General
- Topic: Module Calendar for OTRS 3.0.5 ??
- Replies: 2
- Views: 2404
- 21 Feb 2011, 21:43
- Forum: General
- Topic: Module Calendar for OTRS 3.0.5 ??
- Replies: 2
- Views: 2404
Re: Module Calendar for OTRS 3.0.5 ??
Hi
There is no intention to port this to v3 as I understand.
regards
Ian
There is no intention to port this to v3 as I understand.
regards
Ian
- 17 Feb 2011, 21:33
- Forum: Help
- Topic: Notification events none under en_GB
- Replies: 0
- Views: 856
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...
- 17 Feb 2011, 20:49
- Forum: General
- Topic: OTRS 3.0.4.... Can I use the Calendar function?
- Replies: 19
- Views: 9763
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...
- 25 Jan 2011, 23:06
- Forum: Help
- Topic: Survey Module OTRS 3.0.2
- Replies: 4
- Views: 2522
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
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
- 19 Jan 2011, 22:09
- Forum: Help
- Topic: [Debian] Upgrade 2.4.7 > 3.0.5
- Replies: 3
- Views: 2165
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
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
- 17 Jan 2011, 11:43
- Forum: Help
- Topic: OTRS ITSM v3 modules
- Replies: 0
- Views: 895
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...
- 05 Jan 2011, 23:43
- Forum: Help
- Topic: Time accounting module
- Replies: 4
- Views: 2532
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 ...
- 04 Jan 2011, 08:56
- Forum: Help
- Topic: notifications
- Replies: 2
- Views: 1587
Re: notifications
Thanks Elva
Done as suggested, perfect result.
Ian
Done as suggested, perfect result.
Ian
- 04 Jan 2011, 00:23
- Forum: Help
- Topic: Time accounting module
- Replies: 4
- Views: 2532
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
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
- 03 Jan 2011, 13:46
- Forum: Help
- Topic: Time accounting module
- Replies: 4
- Views: 2532
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...
- 03 Jan 2011, 12:27
- Forum: Help
- Topic: notifications
- Replies: 2
- Views: 1587
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...
- 03 Jan 2011, 10:10
- Forum: General
- Topic: Happy New Year!
- Replies: 1
- Views: 1293
Re: Happy New Year!
Thank You.
Happy New Year to you and your family. May it bring success.
Best Wishes
Ian
Happy New Year to you and your family. May it bring success.
Best Wishes
Ian
- 15 Dec 2010, 16:08
- Forum: Help
- Topic: Works Orders for repair reporting OUTSIDE change management
- Replies: 0
- Views: 984
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 ...
- 08 Dec 2010, 14:42
- Forum: General
- Topic: OTRS v 2.4.x
- Replies: 3
- Views: 1825
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...
- 08 Dec 2010, 13:41
- Forum: General
- Topic: OTRS v 2.4.x
- Replies: 3
- Views: 1825
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
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
- 08 Dec 2010, 13:37
- Forum: Help
- Topic: automatic update CI incident states linked to tickets
- Replies: 3
- Views: 1910
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
Is it possible to do this via the generic agent? That would be a suitable workaround.
kind regards
Ian
- 07 Dec 2010, 19:00
- Forum: Help
- Topic: automatic update CI incident states linked to tickets
- Replies: 3
- Views: 1910
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...
- 12 Nov 2010, 17:40
- Forum: Help
- Topic: opennms otrs integration
- Replies: 0
- Views: 928
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...
- 09 Nov 2010, 14:42
- Forum: Help
- Topic: Using OTRS for bulk patching of config items [hardware]
- Replies: 2
- Views: 1498
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...
- 08 Nov 2010, 22:44
- Forum: Help
- Topic: Using OTRS for bulk patching of config items [hardware]
- Replies: 2
- Views: 1498
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...
- 01 Nov 2010, 14:00
- Forum: Help
- Topic: Web calendars
- Replies: 2
- Views: 1464
Re: Web calendars
Thanks for your help.I will try this today.
Ian
Ian
- 01 Nov 2010, 02:21
- Forum: Help
- Topic: Web calendars
- Replies: 2
- Views: 1464
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...
- 19 Oct 2010, 14:03
- Forum: Help
- Topic: Aspell on Windows 2008
- Replies: 1
- Views: 1213
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...