[otrs] Generic Agent (Rory)

Garabed Yegavian Garabed at firelinebroadband.com
Mon Oct 10 16:19:45 GMT 2011


Went through the directions however after running sudo ./Cron.sh restart fireline it lists Cron.sh start/stop OTRS ..... four times then I do crontab -l and I get nothing?


For your system you would run;

sudo ./Cron.sh restart fireline

Once the script has run check that the crontab for the otrs user has been filled

crontab -l

Once done, review your crontab backup file for any entries you might
want to restore to you otrs users crontab and add them as necessary.



Thank you,

  Garabed Yegavian

  323.465.6772 x3414


-----Original Message-----
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Sent: Thursday, October 06, 2011 1:25 PM
To: otrs at otrs.org
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Today's Topics:

   1. Re:  Generic Agent (Rory)
   2. Re:  New line automatically inserted in event based
      Notifications (Gerald Young)
   3. Re:  Stats about escalations (Michiel Beijen)
   4.  ACL Ticket Type-Service (Carlos Andr?s Gallego Arboleda)
   5. Re:  ACL Ticket Type-Service (Nils Leideck)


----------------------------------------------------------------------

Message: 1
Date: Thu, 6 Oct 2011 13:45:18 +0100
From: Rory <rclerkin at gmail.com>
Subject: Re: [otrs] Generic Agent
To: "User questions and discussions about OTRS." <otrs at otrs.org>
Message-ID:
	<CAGf7qGC88nEQeHnX+-Y8D0wWvB8VG_=dr7+sN8v1wLKWTdk5GQ at mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1

Hi Garabed,

We can see now that your Cron jobs are running correctly from this line;
Oct  5 08:55:01 support CRON[32664]: (fireline) CMD (date)

So the next thing to do is get the OTRS cron jobs included in the crontab.

Firstly log in as your otrs user, fireline.
List the current items of the crontab and save them to a file (in case
you need to keep anything that is currently in the OTRS user's
crontab) e.g.

crontab -l > /opt/otrs/20111006_cronbackup

When you run the otrs Cron.sh script it will overwrite whatever is
currently in your crontab for the otrs user.
Switch to the OTRS bin directory;

cd /opt/otrs/bin

The syntax for running the Cron.sh script as root is as follows

sudo ./Cron.sh <start|stop|restart> <otrs_username>

For your system you would run;

sudo ./Cron.sh restart fireline

Once the script has run check that the crontab for the otrs user has been filled

crontab -l

Once done, review your crontab backup file for any entries you might
want to restore to you otrs users crontab and add them as necessary.

Last thing is to make sure the generic agent crontab entry is enabled.
List the contents of your crontab and look for the section about the
Generic Agent.
Make sure the following line does not have a hash symbol (#) at the
start of the line which sould comment it out;

*/10 * * * *    $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null

If the line is commented out with a # then open the crontab for
editing and remove it. Save the changes and you are done.


>From this point on the crontab should be working correctly. If the
Cron.sh script still didn't run for some reason let us know.
The next thing to check is that your generic agent has run. Check the
otrs log file when you expect your Generic Agent to have run to
confirm that it worked.

Let us know how you get on.

Kind regards,
Rory Clerkin


------------------------------

Message: 2
Date: Thu, 6 Oct 2011 11:05:46 -0400
From: Gerald Young <crythias at gmail.com>
Subject: Re: [otrs] New line automatically inserted in event based
	Notifications
To: "User questions and discussions about OTRS." <otrs at otrs.org>
Message-ID:
	<CAKk-oULyfj5jU3GW9=xrt-A-q_piWVYz7zDN6N1S580KQb4s1A at mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Sometimes that happens with the wrapping of the window. If you drag it
bigger, it may "fix" the issue.

On Wed, Oct 5, 2011 at 11:51 AM, Robert Poreba <poreba.robert at googlemail.com
> wrote:

> Hi All,
>
> Does anybody know how to stop formatting of event based notifications (ie.
> inserting new line character every know and then)?
>
> Currently when we add a note, the email sent to the customer can look like
> below which doesn't look very clear.
>
> Note added:
> "a problem with its' Clustered HA firewalling system which is affecting the
> even numbered mimecast servers"
>
> Notification sent:
> > a problem with its' Clustered HA firewalling system which is affecting
> > the
> > even numbered mimecast servers
>
> I would like the notification to have the same format as the note added.
>
> --
> Thanks a lot
> Robert
>
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Message: 3
Date: Thu, 6 Oct 2011 18:41:23 +0200
From: Michiel Beijen <michiel.beijen at gmail.com>
Subject: Re: [otrs] Stats about escalations
To: "User questions and discussions about OTRS." <otrs at otrs.org>
Message-ID:
	<CABD0r12eRBt6P+XR-Novwf6M4pwfQCQ5B0QujJXC-7eiGbjbJA at mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

Hi Ugo,

the timeout field is used for auto unlocking of tickets. The until_time
field is used for storing the pending date.

Unfortunately the escalation times are not stored at the ticket level, you
would need to parse the ticket history to extract the data.

--
Mike.
On Sep 29, 2011 7:10 PM, "Ugo Bellavance" <ugob at lubik.ca> wrote:
> Hi,
>
> I'm trying to find out a way to generate a report of the escalation that
> have occured in the last month.
>
> I've managed to get different information on tickets from the tickets
> table, but I don't see any fields that would let me know if the ticket
> has been escalated. There are a few fields starting with 'escalation',
> but according to my tests, they are fields that define when the ticket
> will be escalated, while I'm looking for a way to see if an escalation
> has occured.
>
> The other fields that look interesting are:
>
> - timeout
> - until_time
>
> but I can't figure out their use.
>
> Any help would be appreciated.
>
> Thanks,
>
> Ugo
>
> ---------------------------------------------------------------------
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Message: 4
Date: Thu, 6 Oct 2011 15:08:10 -0500
From: Carlos Andr?s Gallego Arboleda
	<carlos.gallego at itconsultores.com.co>
Subject: [otrs] ACL Ticket Type-Service
To: "User questions and discussions about OTRS." <otrs at otrs.org>
Message-ID:
	<CAF4NvhJHa4rkL+ONLAfP5tR5JBcgjFC5YjYp=ikY7szAcuFS9g at mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Hello

I have try to make an ACL, to restrict the use of the services depending of
the ticket type.

Like this

  $Self->{TicketAcl}->{'ACL-tipos'}
= {
       Properties => {
       Ticket=>{
        Type => ['Requerimientos'], },
 },
   PossibleNot => {
            # possible ticket options
            Ticket => {
            Service => ['[RegExp]^.*',],  #Clear the list first
        },
    },
    Possible => {
            # possible ticket options
            Ticket => {
            Service => ['[RegExp]^.Requerimientos*',], #Adding the ticket
types
        },
    },
  };

But I need your help whit this.

The services are

Requerimientos::Accesos
Requerimientos::software
Requerimientos::*

I don't nkow how to use wildcards on the ACL

Thanks for your help

Carlos Gallego
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Message: 5
Date: Thu, 6 Oct 2011 22:23:52 +0200
From: Nils Leideck <nils.leideck at leidex.net>
Subject: Re: [otrs] ACL Ticket Type-Service
To: "User questions and discussions about OTRS." <otrs at otrs.org>
Message-ID: <B50D7E43-39E5-46BF-8D2F-DC01BFD7D754 at leidex.net>
Content-Type: text/plain; charset="windows-1252"

Dear Carlos,

you can use this one:

    $Self->{TicketAcl}->{'ACL-tipos'} = {
        Properties => {
            Type => {
                Name => ['Requerimientos'],
            },
        },
        Possible => {
            Ticket => {
                Service => ['[RegExp]^Requerimientos::'],
            },
        },
    };

Please keep in mind that ACLs don?t sum up. You have to define and match each possible situation in a separated ACL.

On 06.10.2011, at 22:08, Carlos Andr?s Gallego Arboleda wrote:

> I have try to make an ACL, to restrict the use of the services depending of the ticket type.
> But I need your help whit this.
> 
> The services are:
> Requerimientos::Accesos
> Requerimientos::software
> Requerimientos::*
> 
> I don't nkow how to use wildcards on the ACL

-- Cheers, Nils

http://webint.cryptonode.de / a Fractal project

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