[otrs] R: OTRS: Agent Notifications

2014-11-19 Thread Marco Borsani 
Do you mean that all the Agent Notifications arrive only to the ticket owner 
when it is locked but to all agents in the queue if the ticke t is unlocked  ?
Same behaviour for the other cases (not only for the note add) ?



Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Gerald 
Young
Inviato: martedì 18 novembre 2014 18:08
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] OTRS: Agent Notifications

Notes attached to tickets will notify the owner of the ticket if locked.

On Tue, Nov 18, 2014 at 11:30 AM, Marco Borsani 
mailto:marco.bors...@lsweb.it>> wrote:
Hi all

I am newbie in OTRS, I don’t find a solution to send an email to the queue 
agents when one of them add a note to a ticket.
I supposed “Agent Notifications” should do this, but nothing arrive.

How can I do it ?

Regards


Marco Borsani
Technical Delivery Manager
Datacenter Division
L.S. Advanced Software Srl
[marchio-LS_piccolo]   [logo_hakatech_2]


-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs


--
This message has been checked by ESVA and is believed to be clean.
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] R: OTRS: Agent Notifications

2014-11-19 Thread Sujeeva Tissaarachchi 

Hi Marco,

You have to activate the "Agent Notification" from  "Notification Management".

Navigation path: 

Admin->Ticket Settings->Notifications(Event)

Best Regards,
Sujeeva Tissaarachchi 


On Wed, 19/11/14, Marco Borsani  wrote:

 Subject: [otrs] R:  OTRS: Agent Notifications
 To: "User questions and discussions about OTRS." 
 Received: Wednesday, 19 November, 2014, 7:42 PM
 
 #yiv3184939106
 #yiv3184939106 --
  
  _filtered #yiv3184939106 {panose-1:2 4 5 3 5 4 6 3 2 4;}
  _filtered #yiv3184939106 {font-family:Calibri;panose-1:2 15
 5 2 2 2 4 3 2 4;}
  _filtered #yiv3184939106 {font-family:Verdana;panose-1:2 11
 6 4 3 5 4 4 2 4;}
 #yiv3184939106  
 #yiv3184939106 p.yiv3184939106MsoNormal, #yiv3184939106
 li.yiv3184939106MsoNormal, #yiv3184939106
 div.yiv3184939106MsoNormal
{margin:0cm;margin-bottom:.0001pt;font-size:12.0pt;}
 #yiv3184939106 a:link, #yiv3184939106
 span.yiv3184939106MsoHyperlink
{color:blue;text-decoration:underline;}
 #yiv3184939106 a:visited, #yiv3184939106
 span.yiv3184939106MsoHyperlinkFollowed
{color:purple;text-decoration:underline;}
 #yiv3184939106
 span.yiv3184939106StileMessaggioDiPostaElettronica17
{color:#1F497D;}
 #yiv3184939106 .yiv3184939106MsoChpDefault
{}
  _filtered #yiv3184939106 {margin:70.85pt 2.0cm 2.0cm
 2.0cm;}
 #yiv3184939106 div.yiv3184939106WordSection1
{}
 #yiv3184939106 
 
 Do you mean that all the Agent
 Notifications arrive only to the ticket owner when it is
 locked but to all agents in the
  queue if the ticke t is unlocked  ? 
 Same behaviour for the other cases
 (not only for the note add) ? 
    
    
    
 Da: otrs-boun...@otrs.org
 [mailto:otrs-boun...@otrs.org]
 Per conto di Gerald Young
 
 Inviato: martedì 18 novembre 2014 18:08
 
 A: User questions and discussions about OTRS.
 
 Oggetto: Re: [otrs] OTRS: Agent
 Notifications 
    
 
 Notes attached to tickets
 will notify the owner of the ticket if locked. 
 
 
    
 
 On Tue, Nov 18, 2014 at
 11:30 AM, Marco Borsani 
 wrote: 
 
 
 
 Hi all 
   
 I am newbie in OTRS,
 I don’t find a solution to send an email to the queue
 agents when one of them add
  a note to a ticket. 
 I supposed “Agent
 Notifications” should do this, but nothing
 arrive. 
   
 How can I do it
 ? 
   
 Regards 
   
   
 Marco
 Borsani 
 Technical Delivery
 Manager 
 Datacenter Division 
 L.S. Advanced Software
 Srl 
   
  
   
 
 
 
 
 -
 
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 
 Archive: http://lists.otrs.org/pipermail/otrs
 
 To unsubscribe: 
 http://lists.otrs.org/cgi-bin/listinfo/otrs 
 
 
    
 
 
 
 -- 
 
 This message has been checked by ESVA and is believed to be
 clean.  
 
 
 -Inline Attachment Follows-
 
 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

[otrs] R: R: OTRS: Agent Notifications

2014-11-19 Thread Marco Borsani 
Hi 
I already create some events in "Admin->Ticket Settings->Notifications(Event)", 
but It seems they are completely independent from the "Agent Notifications".

Right now I do not understand the differences between those features...

Regards

-Messaggio originale-
Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Sujeeva 
Tissaarachchi
Inviato: mercoledì 19 novembre 2014 10:30
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] R: OTRS: Agent Notifications


Hi Marco,

You have to activate the "Agent Notification" from  "Notification Management".

Navigation path: 

Admin->Ticket Settings->Notifications(Event)

Best Regards,
Sujeeva Tissaarachchi 


On Wed, 19/11/14, Marco Borsani  wrote:

 Subject: [otrs] R:  OTRS: Agent Notifications
 To: "User questions and discussions about OTRS." 
 Received: Wednesday, 19 November, 2014, 7:42 PM
 
 #yiv3184939106
 #yiv3184939106 --
  
  _filtered #yiv3184939106 {panose-1:2 4 5 3 5 4 6 3 2 4;}
  _filtered #yiv3184939106 {font-family:Calibri;panose-1:2 15
 5 2 2 2 4 3 2 4;}
  _filtered #yiv3184939106 {font-family:Verdana;panose-1:2 11
 6 4 3 5 4 4 2 4;}
 #yiv3184939106
 #yiv3184939106 p.yiv3184939106MsoNormal, #yiv3184939106  
li.yiv3184939106MsoNormal, #yiv3184939106  div.yiv3184939106MsoNormal
{margin:0cm;margin-bottom:.0001pt;font-size:12.0pt;}
 #yiv3184939106 a:link, #yiv3184939106
 span.yiv3184939106MsoHyperlink
{color:blue;text-decoration:underline;}
 #yiv3184939106 a:visited, #yiv3184939106  
span.yiv3184939106MsoHyperlinkFollowed
{color:purple;text-decoration:underline;}
 #yiv3184939106
 span.yiv3184939106StileMessaggioDiPostaElettronica17
{color:#1F497D;}
 #yiv3184939106 .yiv3184939106MsoChpDefault
{}
  _filtered #yiv3184939106 {margin:70.85pt 2.0cm 2.0cm  2.0cm;}
 #yiv3184939106 div.yiv3184939106WordSection1
{}
 #yiv3184939106 
 
 Do you mean that all the Agent
 Notifications arrive only to the ticket owner when it is  locked but to all 
agents in the
  queue if the ticke t is unlocked  ? 
 Same behaviour for the other cases
 (not only for the note add) ? 
    
    
    
 Da: otrs-boun...@otrs.org
 [mailto:otrs-boun...@otrs.org]
 Per conto di Gerald Young
 
 Inviato: martedì 18 novembre 2014 18:08
 
 A: User questions and discussions about OTRS.
 
 Oggetto: Re: [otrs] OTRS: Agent
 Notifications 
    
 
 Notes attached to tickets
 will notify the owner of the ticket if locked. 
 
 
    
 
 On Tue, Nov 18, 2014 at
 11:30 AM, Marco Borsani 
 wrote: 
 
 
 
 Hi all 
   
 I am newbie in OTRS,
 I don’t find a solution to send an email to the queue  agents when one of them 
add
  a note to a ticket. 
 I supposed “Agent
 Notifications” should do this, but nothing  arrive. 
   
 How can I do it
 ? 
   
 Regards 
   
   
 Marco
 Borsani
 Technical Delivery
 Manager
 Datacenter Division
 L.S. Advanced Software
 Srl 
   
  
   
 
 
 
 
 -
 
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 
 Archive: http://lists.otrs.org/pipermail/otrs
 
 To unsubscribe: 
 http://lists.otrs.org/cgi-bin/listinfo/otrs 
 
 
    
 
 
 
 -- 
 
 This message has been checked by ESVA and is believed to be
 clean.  
 
 
 -Inline Attachment Follows-
 
 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--
This message was scanned by ESVA and is believed to be clean.

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] R: R: OTRS: Agent Notifications

2014-11-19 Thread Yousef Hamad 
Hi there,

I think you have not to create an event in 'Notification event' because any 
added note has configured by the OTRS system, so you need to test if Agents 
receive any updates from each other.
I use the 'Notification event' if I want a ticket be escalated to manager, let 
me know the status after checking the events.


Thanks,
Yousef Hamad 
Technical Support EN
Mob +962 799372852
  
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marco 
Borsani
Sent: Wednesday, November 19, 2014 11:39 AM
To: User questions and discussions about OTRS.
Subject: [otrs] R: R: OTRS: Agent Notifications

Hi
I already create some events in "Admin->Ticket Settings->Notifications(Event)", 
but It seems they are completely independent from the "Agent Notifications".

Right now I do not understand the differences between those features...

Regards

-Messaggio originale-
Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Sujeeva 
Tissaarachchi
Inviato: mercoledì 19 novembre 2014 10:30
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] R: OTRS: Agent Notifications


Hi Marco,

You have to activate the "Agent Notification" from  "Notification Management".

Navigation path: 

Admin->Ticket Settings->Notifications(Event)

Best Regards,
Sujeeva Tissaarachchi 


On Wed, 19/11/14, Marco Borsani  wrote:

 Subject: [otrs] R:  OTRS: Agent Notifications
 To: "User questions and discussions about OTRS." 
 Received: Wednesday, 19 November, 2014, 7:42 PM
 
 #yiv3184939106
 #yiv3184939106 --
  
  _filtered #yiv3184939106 {panose-1:2 4 5 3 5 4 6 3 2 4;}
  _filtered #yiv3184939106 {font-family:Calibri;panose-1:2 15
 5 2 2 2 4 3 2 4;}
  _filtered #yiv3184939106 {font-family:Verdana;panose-1:2 11
 6 4 3 5 4 4 2 4;}
 #yiv3184939106
 #yiv3184939106 p.yiv3184939106MsoNormal, #yiv3184939106  
li.yiv3184939106MsoNormal, #yiv3184939106  div.yiv3184939106MsoNormal
{margin:0cm;margin-bottom:.0001pt;font-size:12.0pt;}
 #yiv3184939106 a:link, #yiv3184939106
 span.yiv3184939106MsoHyperlink
{color:blue;text-decoration:underline;}
 #yiv3184939106 a:visited, #yiv3184939106  
span.yiv3184939106MsoHyperlinkFollowed
{color:purple;text-decoration:underline;}
 #yiv3184939106
 span.yiv3184939106StileMessaggioDiPostaElettronica17
{color:#1F497D;}
 #yiv3184939106 .yiv3184939106MsoChpDefault
{}
  _filtered #yiv3184939106 {margin:70.85pt 2.0cm 2.0cm  2.0cm;}
 #yiv3184939106 div.yiv3184939106WordSection1
{}
 #yiv3184939106 
 
 Do you mean that all the Agent
 Notifications arrive only to the ticket owner when it is  locked but to all 
agents in the
  queue if the ticke t is unlocked  ? 
 Same behaviour for the other cases
 (not only for the note add) ? 



 Da: otrs-boun...@otrs.org
 [mailto:otrs-boun...@otrs.org]
 Per conto di Gerald Young
 
 Inviato: martedì 18 novembre 2014 18:08
 
 A: User questions and discussions about OTRS.
 
 Oggetto: Re: [otrs] OTRS: Agent
 Notifications 

 
 Notes attached to tickets
 will notify the owner of the ticket if locked. 
 
 

 
 On Tue, Nov 18, 2014 at
 11:30 AM, Marco Borsani 
 wrote: 
 
 
 
 Hi all 
   
 I am newbie in OTRS,
 I don’t find a solution to send an email to the queue  agents when one of them 
add
  a note to a ticket. 
 I supposed “Agent
 Notifications” should do this, but nothing  arrive. 
   
 How can I do it
 ? 
   
 Regards 
   
   
 Marco
 Borsani
 Technical Delivery
 Manager
 Datacenter Division
 L.S. Advanced Software
 Srl 
   
  
   
 
 
 
 
 -
 
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 
 Archive: http://lists.otrs.org/pipermail/otrs
 
 To unsubscribe: 
 http://lists.otrs.org/cgi-bin/listinfo/otrs 
 
 

 
 
 
 -- 
 
 This message has been checked by ESVA and is believed to be  clean.  
 
 
 -Inline Attachment Follows-
 
 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--
This message was scanned by ESVA and is believed to be clean.

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

[otrs] Upgrading from 3.1.21 to 3.3.10

2014-11-19 Thread Muhammad El-Sergani 
Hello everyone,

We wanted to upgrade our 3.1.21 to 3.3.10.
Any intermediate upgrades required first?

Thanks
//M
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] Upgrading from 3.1.21 to 3.3.10

2014-11-19 Thread Renee B 
Hi,

On 19.11.2014 12:14, Muhammad El-Sergani wrote:
> Hello everyone,
>
> We wanted to upgrade our 3.1.21 to 3.3.10.
> Any intermediate upgrades required first?

Yes, you have to upgrade to 3.2.latest first (where latest is 16 at the
moment).

- Renée

-- 
Perl / OTRS development: http://perl-services.de
OTRS AddOn repository: http://opar.perl-services.de

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

[otrs] OTRS ITSM and Standard

2014-11-19 Thread Finetti, Stefano 
Hello everyone.
I know this may be a stupid question, but I didn't find any specific
answer, so...

I have now a standard OTRS without the ITSM features, my employees use it
for our Customer Service.
Since we also have an IT Department who (i think) would benefit from the
structure of OTRS, i was wondering about installing the ITSM module on the
same installation of Customer Service OTRS (in order to share customer
database, and configurations).

Can OTRS still be used as "normal" after ITSM module installations? Or the
usage will be affected even for queues and services that are not IT related?

Thanks in advance

-- 
*Lynx International Srl*
*Stefano Finetti*
*Customer Service Manager*
*http://www.lynx-international.com *

*Lynx International Srl is a part of AXED Group*
Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina
Skype: *ssfinetti*
Mobile: +39 348.38.58.165

-- 
This e-mail and any files transmitted contain documentation which is highly 
confidential and intended solely for the use of the individual or entity to 
whom they are addressed. All written data and other information in the 
documentation is and shall remain the property of the disclosing party. If 
you are not the intended recipient you are hereby formally notified that 
any disclosure, dissemination, forwarding, storing, copying or use of any 
of the information is strictly prohibited and will be legally pursued. If 
you received this in error, please contact the sender and destroy the 
documentation including deletion of the same from any computer. Thank you.
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] : Re: OTRS ITSM and Standard

2014-11-19 Thread Florian Edlhuber 
Hi,

19/11/2014 12:39 - Finetti Stefano wrote:
> I know this may be a stupid question, but I didn't find any specific answer,
so... 
there are no stupid questions :)
 
> I have now a standard OTRS without the ITSM features, my employees use it
> for our Customer Service.

very good.
 
 > Since we also have an IT Department who (i think) would benefit from the
> structure of OTRS,

usually they do benefit :)

> i was wondering about installing the ITSM module on the
> same installation of Customer Service OTRS (in order to share customer
> database, and configurations).
 
The use of one system is mostly the best idea. But you need to think about
global system
settings. They are all shared. You may use some ACLs or additional add ons,
which you
don't use for now.

For the ITSM part:
ITSM does not change the queue structure or standard OTRS features. It will
work fine
with the modules installed. But:
it makes no sense, if you do not have "IT Service Management" in your company.
Some things
like "Service Catalogue" "Criticality and Impact" is something you should have
right now.

The ITSM part (for example ITSMIncidentProblemManagement) enables the ticket
type
mandatory and creates Impact/Criticality and Priority Matrix (calculated
priorities) and that
will affect your existing system, because these settings are globally.

If you can answer the following questions with yes, you may install it, if you
answer these
with "no" you don't need it:
- I have a service catalogue (it is covered with OTRS Heldpesk without ITSM)
- I need ticket types (it is covered with OTRS Heldpesk without ITSM)
- I need calculated priorities
- I have a definiton of priorities, impacts, criticality
- I know the terms "impact" and "criticality"
- I want to use CMDB
- I need a change management software
- I have a change management established in my company
- I need reports about SLAs
- ... may be more? ;)
 
 I would test the ITSM modules on a UAT or testing machine first. Then you can
have a look
at it, what is changed and so on.

But I would not recommend to install it "just to have it" or if you say
"perhaps it might be
useful."

If you can for sure say: "Yes, it is a must in my company" then do it.

cheers

--
Florian
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] OTRS ITSM and Standard

2014-11-19 Thread Mathias Bräunling 
19/11/2014 12:35 - Finetti Stefano wrote:  Hello everyone. I know this may be
a stupid question, but I didn't find any specific answer, so...
  
 I have now a standard OTRS without the ITSM features, my employees use it for
our Customer Service.
 Since we also have an IT Department who (i think) would benefit from the
structure of OTRS, i was wondering about installing the ITSM module on the
same installation of Customer Service OTRS (in order to share customer
database, and configurations).
  
 Can OTRS still be used as "normal" after ITSM module installations? Or the
usage will be affected even for queues and services that are not IT related?
  
 Thanks in advance

Hi,

it depends on which parts of ITSM you install (you can also choose to install
only individual parts, e.g. install service management but do not install
CMDB).

It will effect parts of the usage of OTRS. E.g. installing ITSM modules will
activate type and service if they have not been activated so far and the
Incident Problem Management will e.g. prepopulate ticket types. It will also
create categories for SLAs and a number of other things.

So in short: It will change OTRS in some ways, but depending on your
configuration it does not have to influence the usage of the customer service
department a lot.

Another thought: Why do you want to install ITSM modules for your IT
department? Did you have a close look at their functionalities? It might be,
that you want to do normal request/incident/problem handling in your IT
department and could also do this without the ITSM modules.

--Mathias
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] OTRS email to root user

2014-11-19 Thread Gerald Young 
No TypeID for 1 found means that the ID in the type database was not found.
Assuming this is literally not the case, it means a default type that has
id = 1 is disabled/invalid.

On Tue, Nov 18, 2014 at 11:21 AM, Marco Borsani 
wrote:

>  Hi all,
>
>
>
> Often my root user receives this email:
>
>
>
> --
>
> ERROR: OTRS-otrs.GenericAgent.pl-70 Perl: 5.10.1 OS: linux Time: Tue Nov
> 18 12:00:02 2014
>
>
>
> Message: No TypeID for 1 found!
>
>
>
> Traceback (18779):
>
>Module: Kernel::System::Type::TypeLookup (OTRS 3.3.9) Line: 383
>
>Module: Kernel::System::Ticket::TicketGet (OTRS 3.3.9) Line: 1214
>
>Module:
> Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue::Run (OTRS
> 3.3.9) Line: 45
>
>Module: (eval) (OTRS 3.3.9) Line: 1326
>
>Module: Kernel::System::GenericAgent::_JobRunTicket (OTRS 3.3.9) Line:
> 1321
>
>Module: Kernel::System::GenericAgent::JobRun (OTRS 3.3.9) Line: 521
>
>Module: main::ExecuteConfigJobs (unknown version) Line: 170
>
>Module: /opt/otrs/bin/otrs.GenericAgent.pl (unknown version) Line: 149
>
> --
>
>
>
>
>
> Any idea ?
>
> Regards
>
>
>
> Marco
>
>
>
> *Da:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *Per conto di 
> *Mathias
> Bräunling
> *Inviato:* martedì 18 novembre 2014 12:50
> *A:* otrs@otrs.org
> *Oggetto:* Re: [otrs] OTRS Appliance Errors
>
>
>
> Hi,
>
> if you are still struggling with this issue: Try either
> a) the OTRS appliance (from otrs.com) or
> b) use the Turnkey LAMP Stack instead and install OTRS there (so basically
> what Lars is suggesting)
>
> You might also consult the documentation here:
> http://otrs.github.io/doc/index.html
>
> --Mathias
>
>
>
> Hi Scott,
>
> I may have been unclear in my first message. What I meant was: If you
> don’t have a
> specific need for a turnkey solution, then do it yourself. Get a Linux
> server
> running and install OTRS on it. It’s not hard at all.
>
> The errors you are experiencing are not usual OTRS errors, hence nobody
> has helped
> you with them.
>
>
> Lars
>
> > Den 07/10/2014 kl. 15.49 skrev Scott R. Morgan :
> >
> > The TurnkeyLinux Amazon Appliance I am using is a Debian Wheezy install
> using standard aptitude packages.  This VM is supposed to work out of the
> box but it obviously doesn’t. I am trying to stomp errors out as I see them:
> > In OTRS Error Log:
> > OTRS-CGI-10  No plain article (article id 66) in database!
> > and
> > “/etc/ssl/certs not writable!”
> >
> > Any help pointing me in the right direction to fix these would be most
> appreciated
> >
> >
> > - - - - - - - - - -
> > Thank you!
> >
> > Scott R. Morga
> n
> >
> >
> > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org
> ] On Behalf Of Lars Jørgensen
> > Sent: Tuesday, October 07, 2014 3:21 AM
> > To: User questions and discussions about OTRS.
> > Subject: Re: [otrs] OTRS Appliance Errors
> >
> > 2014-10-06 19:56 GMT+02:00 Scott R. Morgan :
> > I am on my second different aws OTRS appliance (previously JumpBox now
> TurnkeyHub OTRS) and am still having a heck of a time getting a functional
> system setup.
> >
> > ​Are you choosing the appliance for at specific reason? OTRS is not too
> hard to get running, at least on a system supporting RPM packages. Amazon's
> own AMI Linux is built on RedHat/CentOS ​and has the RPM system. You could
> be up and running just by downloading the RPM package from otrs.com and
> installing it. (As far as I remember, it's been a while).
> >
> >
> > ​Lars​
> >
> > -
> > OTRS mailing list: otrs - Webpage: http://otrs.org/
> > Archive: http://lists.otrs.org/pipermail/otrs
> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
> --
> Lars
>
>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
>
> --
> This message has been checked by ESVA and is believed to be clean.
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] OTRS ITSM and Standard

2014-11-19 Thread Finetti, Stefano 
Hi,
>
> it depends on which parts of ITSM you install (you can also choose to
> install only individual parts, e.g. install service management but do not
> install CMDB).
>
> It will effect parts of the usage of OTRS. E.g. installing ITSM modules
> will activate type and service if they have not been activated so far and
> the Incident Problem Management will e.g. prepopulate ticket types. It will
> also create categories for SLAs and a number of other things.
>
> So in short: It will change OTRS in some ways, but depending on your
> configuration it does not have to influence the usage of the customer
> service department a lot.
>
> Another thought: Why do you want to install ITSM modules for your IT
> department? Did you have a close look at their functionalities? It might
> be, that you want to do normal request/incident/problem handling in your IT
> department and could also do this without the ITSM modules.
>

First of all, thanks for the anwer

The fact is, I'll be the IT manager of our company in a short time. Since I
am the person who decided to implement OTRS into our company, I was looking
for a solution that can help us not only tracking our customer problems
(they are not all IT related, but also software and management related
issues), but also tracking computers sold to customers AND computers and
servers used by us for internal help desk reasons.

I need an instrument (there is none at the moment, and this is a big issue
here) to manage the hundreds of hardware items we have and the problems
they can have during a normal day.

Since I'll also be the person (actually, my staff) who will maintain also
Helpdesk OTRS, I was wondering to put all those thing togheter and spare
some time and effort, avoid data duplication.

What I'll surely need on IT perspective is:

- Hardware database
- License Database
- Incident Management (hardware replacement, internet failures, and so)
- 2nd level tickets (the help desk will try to solve the problem, then will
pass to my staff where they can't reach the solution)

The last one could be or not related to hardware issued by us and thus
present on the database.



-- 
*Lynx International Srl*
*Stefano Finetti*
*Customer Service Manager*
*http://www.lynx-international.com *

*Lynx International Srl is a part of AXED Group*
Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina
Skype: *ssfinetti*
Mobile: +39 348.38.58.165

-- 
This e-mail and any files transmitted contain documentation which is highly 
confidential and intended solely for the use of the individual or entity to 
whom they are addressed. All written data and other information in the 
documentation is and shall remain the property of the disclosing party. If 
you are not the intended recipient you are hereby formally notified that 
any disclosure, dissemination, forwarding, storing, copying or use of any 
of the information is strictly prohibited and will be legally pursued. If 
you received this in error, please contact the sender and destroy the 
documentation including deletion of the same from any computer. Thank you.
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs