Znuny Open Source Ticketsystem

Thanks! This helps!

Here is a link to a blog post I found on the subject: http://afsharm.blogspot.com/2009/03/installing-otrs-active-perl-on-windows.html It did not all work but with some tinkering I was able to do a test install on Windows 2008, II7, and SQL 2008 R2 - In the end, we found this to be too expensive of a...

At a high level we are looking for a way to link between Service Management (incident, problem, change, etc) and Project Management. One of the issues we currently have with our inmature ITSM practice is the constant submission of requests that have more to do with project task management. My ideal ...

Has anyone done any type of integration between JIRA and OTRS?

Greetings all, Perhaps I am over thinking this but I'd like to know how others are using the Link functionality to build their CMDB? For example, if I go into the CI ServerX and want to create a relationship with APP1, what is the order of operation for the Aleternative to, Connected to, Depends on,...

No I have not and thank you for "bumping" this up

Greetings, I have been searching for some time now and can't find a straight answer. When the system email sends out an automated notification (i.e. default reply on new ticket creation) it sends it out in HTML format. However, when I create my own Notification (Event) it sends it out in TEXT format...

AD/LDAP integration is a complete and total fail for me. My log is full of this error: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece I've tried just about every suggestion and config tweak I ran across to no avail. A quick search for that ...

Hope fully this will help you out; here is my config for Agent LDAP authentication: # ---------------------------------------------------- # # OTRS Active Directory Integration # # ---------------------------------------------------- # # Enable LDAP Authentication for Agent # $Self->{'AuthModule'} =...

This is fairly well documented; here is link to the wiki article on this subject http://wiki.otrs-forum.de/index.php?tit ... for_agents

jenniegirl wrote:Thanks for the info. I am not seeing how to change the status of the change item. IE: approved.

Nice little thread on just that topic here: http://forums.otrs.org/viewtopic.php?f=62&t=4662

The ITSM Admin manual (2.0.2) has been updated and can be found here (along with the rest of the manuals): http://www.otrs.com/en/download/manuals/ . There is a section on Change Manegement within this manual. Do not expect much; I am learning as I use the CM module but there are many gaps the manua...

- Does anyone knows how to change status of the work orders? - Does ITSM notifications works in your case? In a workorder I have seen the ability to change State under "Report"; I am not sure if that is what the AG developers had in mind when they put it there but it is how I have been ab...

Thank you Thorsten! I actually found that on Saturday and forgot to come back and update - regardless, there are still many more gaps in knowledge of what is there and how it is meant to be used. Would love it if someone at OTRS made a CM for Dummies type manual

I have RTFM on ITSM 2.0 and maybe I'm missing something but a simple "user guide" or "how to" would be incredibly beneficial. For example, the manual says that "State" is a required field and that "When creating a new Change, the status is automatically set. When m...

Me again, has anyone figured out a way to change the colors inside the Flash graph located on the dashboard? The default colors are too close and my color-blind agents are complaining :shock: I have looked at Core::Stats::Graph but I don't believe that is the same graph (I have not playedwith the St...

There is still much I dont understand about ACLs and the inherent relationships within OTRS but here is what I did that worked for me to limit the "Type" dropdown on the Customer's frontend: $Self->{TicketAcl}->{'ACL-Customer-Type'} = { Properties => { Frontend => { Action => ['CustomerTic...

This is, in my mind, a huge gap to self service that OTRS currently has. I have supported some of the larger comercial products in the recent past and one feature I could always count on was to have custom (additional) fields that were dependant on the CI or Service being requested. If I can ask, ri...

Thank you jojo for your response. I had seen this before but being a newbie it is not very intuitive. So for example, in the code sample: * 'ACL-Name-2', 'ACL-Name-Test', etc... - Are these just identifiers that do not affect anything? So I could say 'ACL-Customer-Types'? * under property matches, i...

Greetings, We are currently in a pilot phase using OTRS 2.4.7 with ITSM 1.3.2 and I have yet discover a way to limit the "Type" dropdown for the customer frontend. So, for example, I'd only like "incident" and "service request" to be available to the customer but all ty...