Znuny Open Source Ticketsystem

Hello,

Is there any way to stop follow up notifications for posts or updates that I am doing to my own tickets? When I respond to someone's ticket, I get a notification containing my response. It's not needed.

Thanks in advance,

Nick

I assume the answer to this is "no", because notifications are based on the groups "WorkOrder Agent" or "WorkOrder Agents", but just wanted confirmation. I guess I can take the fact that nobody is answering as enough of a confirmation that either, nobody knows or that i...

Thanks JoJo.

Hello,

Is there somewhere in SysConfig where I can set the "note" field (text field) of Work Orders to NOT require text? I'm not seeing it anywhere I've looked in SysConfig and have searched the forums with no luck.

Thanks in advance.

Nick

Hello, I'm trying to determine if there is any way that I can limit Work Order notifications (update, change, add, etc) so that one agent, doesn't get notifications for work orders they are not assigned to. The reason we would want to do this, is because we don't want some employees to see notes fro...

Hello - We have put ITSM in place to track our Sorbane Oxley compliance, so all steps (workorders, approvals, etc) need to be documented. I've run into a problem and I'm looking for help or ideas on how to work around or solve it. Our customers are just employees outside of IT and the agents are IT ...

jojo wrote:I suggest to rename it to "not assigned" as all incoming emails get it assigned. In customer and agent portal you can use an ACL to remove the possibility to set it

After re-reading this, I am marking this as resolved.

Hi Jojo, thanks for the reply. The reason why I want to rename the type from "default" to "HelpdeskTicket" is so that it's easier for "customers" to decide which type of ticket they should create. I am already using an ACL to limit the choices to two: "RFC" an...

Hello, I am wondering if I can rename the ticket type of "default" to something like "HelpDesk" without any repercussions or if there are other areas in SysConfig that I need to make the change as well? I would like this to be more descriptive in the customer portal and have limi...

To resolve this, I created a default service and attached it to each change template. That way, all changes can be viewed in the customer portal and if we don't want them to be viewed, we can remove the service.

Ok, so it appears that it's related to this setting: ITSMChange::Frontend::CustomerITSMChangeSchedule###ShowOnlyChangesWithAllowedServices Default value: Yes Defines that only changes containing Workorders linked with services, which the customer user has permission to use will be shown. Any other c...

I realized on the way to work, that the change I was testing this with, wasn't in a "state" that was defined as viewable in the module, so I added it (requested) in ITSM Change Management -> Frontend::Customer::ViewChangeScheduleOverview and now I can at least see the headers in the custom...

I realized that the default group for customers is actually "users", so I gave read-only permissions to that group in Frontend::Customer::ModuleRegistration as well and the changes still aren't showing.

Hello, I am attempting to activate the ability for customers to view the changes they are involved in. I have activated Config Settings in ITSM Change Management -> Frontend::Customer::ModuleRegistration with RO permissions to the itsm-change group and turned OFF ITSMChange::Frontend::CustomerITSMCh...

Ok, thanks. I guess what I'll have to do is update the current OTRS to 3.2.9, then install ITSM. Then backup that database as per the instructions and move everything over and import to the new instance (which will wipe out all of my modifications). Then manually recreate the templates, custom text ...

Hello and thanks for the response. Would you foresee any problems with exporting ONLY the tables with ticket data from the old instance and importing them into the new instance? Would it work to import the below tables only? | ticket | | ticket_flag | | ticket_history | | ticket_history_type | | tic...

If I copy the database from our old (existing) server into the new instance.....will all of the changes that I made to ITSM in the new instance be wiped or will they coincide?

I did actually find this post in the lists............... http://lists.otrs.org/pipermail/otrs/2013-March/039466.html This may answer all my questions, except: 4) Schedule an outage of the old OTRS server, shut it down and take a backup of the database. ****after backing up the database, where are t...

We are currently running OTRS 3.1.6 in production, and have been for several years. Recently, we began researching ITSM and thus, have a different instance of OTRS/ITSM running in which we want to migrate to. I am trying to come up with the best/safest plan to do this. I have upgraded our new instan...

Found this article, might be of some help..........Unitrends is a backup software company.

http://support.unitrends.com/ikm/questi ... tionid=378

The below configuration is what I"m using. I am not syncing users to OTRS though, as we want to control who can log in or not and have a very small base of users who have access. # Enable LDAP Authentication for agent # $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::...

That's the ticket! Thanks again.

Wonderful! Thanks for the response! So I've edited en::Agent::WorkOrder::WorkOrderAdd and added "Description of Workorder: <OTRS_CHANGE_Description>" to the body of the email and it is working perfectly. Very much appreciated.

Hello, I'd like to add a custom work order, but can't seem to find the module in SysConfig to create it. The documentation does not specify the module either. Can anyone help? 8.7.2. Work Order Type The following entries for the "Work Order Type" attribute are available in the standard ins...

Hello,

I'm still hoping this can be done. Let me know if my question is not clear and I can reword it or add any additional info. If it's not possible, a confirmation of that would work as well.

Thanks!

Ok, thanks again. It's functional, so I think I'll just leave it as is.

Ok, I've figured it out. Thank you for the response!!! Are you aware of any way to shorten the field to 20 characters? =)

I apologize, but I still can't get it to work. I would like this result: TFS Ref ID: ________ I have these options: WorkOrderFreeKey1 Key: Content: WorkOrderFreeText1 Key: Content: Are you saying that I should leave "FreeText" disabled and only populate the KEY and CONTENT values under &qu...

Hello, I have added a free text field to a Work Order (Ref ID #), but it is showing as a dropbox and I need it to be a text box which the builder can populate freely. I cannot find anything in the documentation on how to accomplish this. This forum article touches on it, but still doesn't clearly an...

My ultimate question is, where can I find a full list of the variables available in the <OTRS_CHANGE_*> variables. Is the reference below a COMPLETE list? We want to include detailed information about change requests to the work order agents in the emails they are getting. Thank you! Reference You c...

Hello,

How can I add the description and justification fields to emailed notifications? I see in the Notification Management section of the Admin area that you can configure what it is sent out, but I am not sure where to find the associated variables that I would add in for these fields.

Thanks!

Sorry, I did actually confirm this works. I was able to "Lock" the work orders in a "Created" state, until the approval is APPROVED. The physical work orders are still assigned to the users, however they cannot ACCEPT them (change status to accepted) until the approval step is ap...

Thanks T, I appreciate the response. I am testing out conditions/actions in attempt to delay the assignment of the "doing" work orders, but I'm looking for some help. Would I create an: Expression: Workorder APPROVAL state is not "closed" Action: Workorder DO state lock "cre...

Hello, We have been using OTRS for ticketing for quite some time and are just now looking into ITSM for change management. I have a good understanding of how a change request works, but have a few questions that remain. I am looking for general answers here about how if the below items are possible....