Service Catalog Implementation

[MargauxG]

Hello,

We just finished our service catalog, but we didn't create it directly on OTRS, we made it on Excel. The thing is we have over 150 services and we just cannot spend so much time to enter them one by one. The problem is that we can't import a csv file for services. And also, we can't find where to change service type.

Does somebody have a solution ? Or at least an advice ?

Regards,

MargauxG

[crythias]

otrs/bin/otrs.AddService.pl
https://github.com/OTRS/otrs/blob/rel-3 ... Service.pl

You have a spreadsheet.
create a new column that contains:

="bin/otrs.AddService.pl -n " & cellThatholdsServiceName

and copy the result to a command prompt from otrs directory.

There are other options that are available to pass. see bin/otrs.AddService.pl -h

[MargauxG]

Hello,

First, thank you for that quick answer.

We added otrs.AddService.pl in our folder and added that column but I don't see how that work... Especially the part

copy the result to a command prompt from otrs directory.

I tried and it just opened the file otrs.AddService.pl

Also, we would like to add some fields to describe our service such as the cost. Where can we modify it ?

Regards,

MargauxG

[crythias]

I tried and it just opened the file otrs.AddService.pl

I don't know what you tried and why it would open unless you had .pl default app not opening with perl and in that case, you'll need a full path to perl before the entry.

we would like to add some fields to describe our service such as the cost.

add *some fields*? requires programming, modifying the table, etc.
Add a comment? sure ... that's described in the help of the applet.

[MargauxG]

You wrote

copy the result to a command prompt from otrs directory

The first times, I got a window aking to choose a program to open the file and I just closed the window after that. After several tries, I opened the file with a notepad to see what was happening and I dicovered that it just opened the file I added.
I don't understand what the column does and what copying the "result" to a command prompt does. How can copying this cell will a create a service with its description ?

[crythias]

First, I apologize for overlooking where you stated that OTRS was running on Windows in this topic.

I don't understand what the column does and what copying the "result" to a command prompt does. How can copying this cell will a create a service with its description ?

Again, I apologize for making assumptions.

So, in a nutshell, all .pl files in \path\to\otrs\bin are files that must be run with the perl.exe executable. If perl.exe is not in an executable path, it must be referenced in absolute terms.
This means that if it's in c:\perl\bin\perl.exe, you'll need to add this before the .pl field. OR, you can choose to "open all .pl files with ..." (wherever perl.exe is on your system).

If you've already opened .pl files with notepad, you should be able to shift-right-click on a .pl file and "Open with ..." to find the perl.exe file that's installed on your system.

"Where is it?" It's probably in c:\program files\otrs\strawberry perl somewhere. Or it could be in c:\perl or ... I don't know, but you should be able to find it with Windows search tools.

"How can copy this cell will create a service with its description?"
Because it's a perl script that creates a service if you apply the proper options/arguments to the script.

"How can I add the comment?"
Like I said, perl bin/otrs.AddService.pl -h shows how to use the AddService.pl . But since that's out of your reach at the moment:
Usage: otrs.AddService.pl -n <Name> -p <Parent> -c <Comment> -C <Criticality> -t <Type>

so
="bin/otrs.AddService.pl -n """ & cellThatholdsServiceName & """ -c """ & cellThatHoldsComment & """" & " -t """ & cellThatHoldsType & """"

"What's with the """" ?"
Because we need real quotation marks and to provide them in the result means the quotes will show.

"What's it supposed to look like?"
bin/otrs.AddService.pl -n "Some service name." -c "This Service is $20/hour" -t "ServiceType"

"How will that help me?"
When copied to a command line, It will create a service with "Some Service Name", a comment of "This Service is $20/hour" and a Type of "ServiceType"

"But do I do this one at a time?"
No, you copy the entire result column to a command prompt in \path\to\otrs and it will run each script one at a time. You should test one or two at a time to be comfortable with what it does to your system.

[MargauxG]

Hello,
It seems that TypeID and Criticality are missing from otrs.AddService making the execution impossible... I have been looking in all perl files (mostly in Kernel) such as Service or ITSMConfigItem and I can't find how to add the TypeID and the criticality in otrs.AddService. Or Do I have to modify another file ?

[crythias]

Sorry. I made another assumption on "Just finished our service catalog" and ...

Upgrade.