September 2011 - otrs - OTRS mailing lists

Email Ticketing-PostMaster Filter
by ravi shanker 28 Sep '11

28 Sep '11

Hi, In my current setup;OTRS recieves emails in below format and ticket is to be created.Though ticket creation is working;i need to capture values between tags to corresponding OTRS fields. like "Nancy" to first name field in OTRS; Need guidance in How to extract this values and put this in database fields <?xml version="1.0" encoding="UTF-8" standalone="yes"?> <BusinessName> <Header_Section> <FirstName>Nancy</FirstName> <LastName>B</LastName> <Phone>9885098850</Phone> <Email>nancy.b(a)test.com</Email> <CaseTitle>email submission</CaseTitle> <Priority>Normal</Priority> <Severity>Medium</Severity> <CaseType>Webform</CaseType> <PCC1>INVOICE STATUS</PCC1> <PCC2>NON-PO INVOICE</PCC2> <PCC3>please specify</PCC3> <PCC4>please specify</PCC4> <AttachmentLink/> <QueueName>Pharma</QueueName> <Description>please transfer to me</Description> </Header_Section> </BusinessName> Ravi Shankar

2 1

OTRS and APACHE
by Garabed Yegavian 27 Sep '11

27 Sep '11

How can you configure OTRS to be the default website on APACHE. I just want to be able to type the address and it goes directly to the customer.pl page? Thank you, Garabed Yegavian

1 0

IMAP and TLS
by Garabed Yegavian 27 Sep '11

27 Sep '11

Is OTRS configurable to use TLS with IMAP? Haven't been able to find much about it. I keep getting an authentication error so I believe this is the problem. Thank you, Garabed Yegavian

1 0

Clamdscan and PostMaster::Filter::CMD
by Ward, Pierce 27 Sep '11

27 Sep '11

Hello, We are using a remote mail server by a 3rd party who don't have the best A/V detection, so we want to scan incoming mails via the OTRS system. From a look at the docs, I believe we want to use the technique used by spam assassin at the bottom of this page: http://doc.otrs.org/3.0/en/html/email-receiving.html The problem is, I cannot get clamdscan to return whatever OTRS expects for it to ignore the email. Here is my setup from Config.pm: $Self->{'PostMaster::PreFilterModule'}->{'1-ClamAV'} = { Module => 'Kernel::System::PostMaster::Filter::CMD', CMD => '/usr/bin/clamdscan --stdout -| grep "FOUND"', Set => { 'X-OTRS-Ignore' => 'yes', }, }; Assuming it is a stream, the output of the command is: $ cat eicar.com.txt | clamdscan --stdout - | grep FOUND stream: Eicar-Test-Signature FOUND Unfortunately, nothing happens and the mails make it into OTRS with a test-virus attached. I have tried changing the 'CMD' to a few different things (e.g. using clamscan instead), but no luck so far. I am sure OTRS is passing something to this command, as if I change it to "CMD => '/usr/bin/clamdscan", then no tickets are created and I see this in the logs: Sep 27 11:50:02 <server> OTRS-CGI-10[29783]: [Notice][Kernel::System::PostMaster::Filter::CMD::Run] Set param 'X-OTRS-Ignore' to 'yes' because of '/files/otrs/bin/cgi-bin: OK ' (Message-ID: <12345@host>) Has anyone done anything like this before? Any ideas what syntax I can use in the CMD? Any help is appreciated. Regards, Pierce. CONFIDENTIALITY NOTICE: The contents of this email are confidential and for the exclusive use of the intended recipient. If you receive this email in error, please delete it from your system immediately and notify us either by email, telephone or fax. You should not copy, forward, or otherwise disclose the content of the email.

1 1

E-mail message when responsible answers
by Paul.Andurnache＠aviva.ro 27 Sep '11

27 Sep '11

Hello, Is there a way to set up notifications when the responsible of a ticket replies or when an external customers adds a note / reply to an existing ticket ? Something like the "Responsible update()" e-mail. Regards, Paul Andurnache

1 0

Downloading all attachements at once
by Paul.Andurnache＠aviva.ro 27 Sep '11

27 Sep '11

Hello, Is there a way to download several attachements to a ticket at once ? Instead of downloading each of them separate ? Regards, Paul Andurnache

4 4

Re: [otrs] Ticket Alerts
by Garabed Yegavian 27 Sep '11

27 Sep '11

Could the reason it is not changing the states because I have not added the state in the config somewhere? I was reading and am a little confused where you are supposed to add new states. I went into the db and added the state, added in admin state as well. Is there anywhere else I need to add the new state to make it valid? Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Monday, September 26, 2011 10:35 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 73 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Add details to customer fields (Paul.Andurnache(a)aviva.ro) 2. Re: Add details to customer fields (Rory) 3. Re: Downloading all attachements at once (Michiel Beijen) 4. Re: AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY (David Boyes) 5. Re: otrs Digest, Vol 36, Issue 67 (Garabed Yegavian) ---------------------------------------------------------------------- Message: 1 Date: Mon, 26 Sep 2011 15:28:03 +0300 From: Paul.Andurnache(a)aviva.ro Subject: Re: [otrs] Add details to customer fields To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Cc: "User questions and discussions about OTRS." <otrs(a)otrs.org>, otrs-bounces(a)otrs.org Message-ID: <OF06836C66.6EA529F0-ONC2257917.0044553B-C2257917.0044B0B9(a)aviva.ro> Content-Type: text/plain; charset="us-ascii" No. There were some customers included myself which weren`t updated in the AD ( Phone number field ). So it didn`t display the phone field at all if it was blank. Now that we have updated the phone number in AD all i in order. Regards, Paul Andurnache Rory <rclerkin(a)gmail.com> Sent by: otrs-bounces(a)otrs.org 26.09.2011 15:29 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> To "User questions and discussions about OTRS." <otrs(a)otrs.org> cc Subject Re: [otrs] Add details to customer fields That's great. Did you need to change the settings in SysConfig? Rory On 26 September 2011 13:15, <Paul.Andurnache(a)aviva.ro> wrote: It worked. Thank you very much :-) Regards, Paul Andurnache Rory <rclerkin(a)gmail.com> Sent by: otrs-bounces(a)otrs.org 26.09.2011 15:10 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> To "User questions and discussions about OTRS." <otrs(a)otrs.org> cc Subject Re: [otrs] Add details to customer fields Sorry, I thought were saying it was fixed. Have you tried creating a new ticket for a customer and then checking if the details are shown? Also, in the Admin section, go to the SysConfig. In there choose "Ticket" from the drop down list. Choose the "Frontend::Agent" Subgroup Have a look at the options "Ticket::Frontend::CustomerInfoCompose" and "Ticket::Frontend::CustomerInfoZoom". I have both of these set to "Yes". Kind regards, Rory On 26 September 2011 12:13, <Paul.Andurnache(a)aviva.ro> wrote: Hello, That`s just it. It isn`t fixed :-). I cannot see the information ( phone number of the customer ) when i open a customer ticket logged in as an agent. The improvement i`ve noticed is that it is being imported by LDAP from AD and i can see it in the Customer specific window. Regards, Paul Andurnache Rory <rclerkin(a)gmail.com> Sent by: otrs-bounces(a)otrs.org 26.09.2011 13:51 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> To "User questions and discussions about OTRS." <otrs(a)otrs.org> cc Subject Re: [otrs] Add details to customer fields I'm happy to hear that you got it working Paul. Glad I could help. Kind regards, Rory On 26 September 2011 11:20, <Paul.Andurnache(a)aviva.ro> wrote: Hello, I`ve made the modification and now i have the required field as well for the telephone number. I`m afraid that i maybe i wasn`t clear enough about the issue :-). The screen where i want the information displayed is in the ticket details. So when an agent checks a tickets` detail i want the phone number of the customer that posted the ticket, displayed ( bottom right ). Regards, Paul Andurnache Email secured by Check Point --------------------------------------------------------------------- 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 Email secured by Check Point --------------------------------------------------------------------- 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 Email secured by Check Point --------------------------------------------------------------------- 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

2 1

Re: [otrs] otrs Digest, Vol 36, Issue 67
by Garabed Yegavian 26 Sep '11

26 Sep '11

I changed it to last 5 minutes and still will not change the state to in process? Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Monday, September 26, 2011 2:08 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 67 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Re Ticket Alerts (Grzella, Mark) 2. Re: AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY (Grzella, Mark) 3. Re: 'Core.Agent.CustomerSearch is undefined' problems after upgrade (Ver?nica Gonz?lez) 4. Add details to customer fields (Paul.Andurnache(a)aviva.ro) 5. Re: Add details to customer fields (Rory) 6. Re: Add details to customer fields (Paul.Andurnache(a)aviva.ro) ---------------------------------------------------------------------- Message: 1 Date: Mon, 26 Sep 2011 09:19:26 +0200 From: "Grzella, Mark" <MGrzella(a)studienkreis.de> Subject: Re: [otrs] Re Ticket Alerts To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <E9E080E4F8089945927D9461BD61D2C9A214C4@exs001p> Content-Type: text/plain; charset="iso-8859-1" Hello Garabed, well that?s because your filter is not triggered at all >> Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" Change this to BEFORE instead of last. Had a similar problem while creating an agent for proper auto close actions. Don?t ask me why it works with "before..." instead of "last..." so. Seems like OTRS takes "last..." as exact time stamp, where "before..." actually indicates a certain frame. mit freundlichen Gr??en Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universit?tsstra?e 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella(a)studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Gesch?ftsf?hrer: Franz Dahlmanns Bastian Schmidt-Faber -----Urspr?ngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Garabed Yegavian Gesendet: Freitag, 23. September 2011 20:59 An: otrs(a)otrs.org Betreff: [otrs] Re Ticket Alerts Here is my log, I don't see anywhere where it tries to change the state? Sent customer 'Tustine Service Notification' notification to 'garabedy(a)hotmail.com'. Sent email to 'garabedy(a)hotmail.com' from 'Fireline Support <ticketing(a)firelinebroadband.com>'. HistoryType => SendCustomerNotification, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; Sent email to '"Test Customer" <garabedy(a)hotmail.com>' from 'Fireline Support <ticketing(a)firelinebroadband.com>'. HistoryType => EmailAgent, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; New Ticket [2011092310000017/Service Outage ] created (TicketID=19,Queue=Technical Support,Priority=3 normal,State=open) Generic Agent is set to update state as follows Subject = Service Notification Tustine Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" Ticket Action Set new state = in process Thank you, Garabed Yegavian ------------------------------ Message: 2 Date: Mon, 26 Sep 2011 09:11:23 +0200 From: "Grzella, Mark" <MGrzella(a)studienkreis.de> Subject: Re: [otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <E9E080E4F8089945927D9461BD61D2C9A214C2@exs001p> Content-Type: text/plain; charset="iso-8859-1" Wonder why his mail agents sends this message over and over again... If I am not mistaking outlook just sends an OO notice only once to an unique recipient and not for every single mail. Anyways I guess someone will be a little embarrassed once back from vac :-P mit freundlichen Gr??en Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universit?tsstra?e 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella(a)studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Gesch?ftsf?hrer: Franz Dahlmanns Bastian Schmidt-Faber -----Urspr?ngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Peter Eckel Gesendet: Freitag, 23. September 2011 22:24 An: User questions and discussions about OTRS. Betreff: Re: [otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY On 23.09.2011, at 22:10, Garabed Yegavian wrote: > I hope he gets back soon ............. October 4th. Meanwhile it would be a good idea for some admin to take him off this list. Best regards, Peter. --------------------------------------------------------------------- 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 ------------------------------ Message: 3 Date: Mon, 26 Sep 2011 10:05:44 +0200 From: Ver?nica Gonz?lez <veronica(a)adsalsa.com> Subject: Re: [otrs] 'Core.Agent.CustomerSearch is undefined' problems after upgrade To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <1317024344.3008.12.camel@veronica> Content-Type: text/plain; charset="utf-8" Hi Patrick, I get now the same error when I create a CI in the ITSM module. Could you tell me how did you resolve the problem? Thanks a lot El mar, 26-04-2011 a las 16:04 -0500, patrick.dillon(a)aleris.com escribi?: > Hello to all, > > I just ran an upgrade from 2.4.9 to 3.0.6 using the rpm method and the > UPGRADING instructions included in the tar.gz file. Our environment is > SUSE linux, SLES10 SP2 > We are running ITSM modules (also just upgraded) at the 3.0.1 level. Aside > from a few minor issues, all has gone well. > > My problem is that now when creating a standard phone ticket, as soon as > you enter the form an error message appears. If you ask for detail it > displays the following: > > Core.Agent.CustomerSearch is undefined > > (?)()@http://ip-address-here/otrs/index.pl?Action=AgentTicketPhone:1194 > Ready((function (j, s) {return new (b.fn.init)(j, > s);}))@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:581 > trigger > ()@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:37 > trigger([object > Event])@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:37 > > I searched the archives and found reference to someone who had rebuilt (?) > the CustomerSearch java code, but I'm not comfortable with attempting that > for myself. > > Is this a known issue? Easy (I hope) solution? > > Thanks for any guidance with this. > > Pat > > --------------------------------------------------------------------- > 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

1 0

AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY
by Garabed Yegavian 26 Sep '11

26 Sep '11

I hope he gets back soon ............. Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Friday, September 23, 2011 1:03 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 59 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPL... (dennis.wauer(a)xpointsoftware.de) ---------------------------------------------------------------------- Message: 1 Date: Fri, 23 Sep 2011 20:02:16 +0000 From: dennis.wauer(a)xpointsoftware.de Subject: [otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPL... To: otrs(a)otrs.org Message-ID: <000188C9.4E7D01E4(a)mail.xpointsoftware.de> Content-Type: text/plain; charset="us-ascii" Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH /me reaches through the series of tubes to stab this person in the face. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of dennis.wauer(a)xpointsoftware.de Sent: Friday, September 23, 2011 12:14 PM To: otrs(a)otrs.org Subject: [otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY Re Ticke... Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Here is my log, I don't see anywhere where it tries to change the state? Sent customer 'Tustine Service Notification' notification to 'garabedy(a)hotmail.com'. Sent email to 'garabedy(a)hotmail.com' from 'Fireline Support <ticketing(a)firelinebroadband.com<mailto:ticketing@firelinebroadband.com>>'. HistoryType => SendCustomerNotification, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; Sent email to '"Test Customer" <garabedy(a)hotmail.com<mailto:garabedy@hotmail.com>>' from 'Fireline Support <ticketing(a)firelinebroadband.com<mailto:ticketing@firelinebroadband.com>>'. HistoryType => EmailAgent, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; New Ticket [2011092310000017/Service Outage ] created (TicketID=19,Queue=Technical Support,Priority=3 normal,State=open) Generic Agent is set to update state as follows Subject = Service Notification Tustine Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" Ticket Action Set new state = in process Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, September 21, 2011 11:57 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 31 Send otrs mailing list submissions to otrs(a)otrs.org<mailto:otrs@otrs.org> To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org<mailto:otrs-request@otrs.org> You can reach the person managing the list at otrs-owner(a)otrs.org<mailto:otrs-owner@otrs.org> When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. ITSM API (Tam?s Becz) 2. Re: ITSM API (Michiel Beijen) 3. Re: otrs Digest, Vol 36, Issue 29 (Garabed Yegavian) 4. Re: otrs Digest, Vol 36, Issue 29 (Gerald Young) 5. Re: ITSM API (Tam?s Becz) ---------------------------------------------------------------------- Message: 1 Date: Wed, 21 Sep 2011 16:43:31 +0200 From: Tam?s Becz Subject: [otrs] ITSM API To: "otrs(a)otrs.org" Hi Everyone, Is the documentation for the ITSM modules available somewhere? I'm trying to move our inventory into CMDB. I know there's import export (which I'm grateful ofr, as I needed to write that for tickets), however I would like to create links between the objects, (for eg. I want to link computers to their location) and in some cases crate the objects themselves on-the-fly without having to generate csvs and import them beforehand (like just generating the IP addresses in a network, and linking them to their parent). I can probably live with the latter if needed so, but I'd really need to be able to walk over certain CIs with a script and create links to other's in the process. Cheers, tamas ------------------------------ Message: 2 Date: Wed, 21 Sep 2011 17:21:05 +0200 From: Michiel Beijen Subject: Re: [otrs] ITSM API To: "User questions and discussions about OTRS." Hi Tamas, You mean the API documentation? Well, on http://dev.otrs.org you'll only see the 'core' OTRS api, but the API for all the code (including core) is also installed on your system. Just go to /opt/otrs and then type: perldoc Kernel::System::ITSMConfigItem HTH, Mike On Wed, Sep 21, 2011 at 16:43, Tam?s Becz wrote: > Hi Everyone, > > Is the documentation for the ITSM modules available somewhere? > > I'm trying to move our inventory into CMDB. I know there's import export (which I'm grateful ofr, as I needed to write that for tickets), however I would like to create links between the objects, (for eg. I want to link computers to their location) and in some cases crate the objects themselves on-the-fly without having to generate csvs and import them beforehand (like just generating the IP addresses in a network, and linking them to their parent). > > I can probably live with the latter if needed so, but I'd really need to be able to walk over certain CIs with a script and create links to other's in the process. > > Cheers, > tamas > --------------------------------------------------------------------- > 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 > ------------------------------ Message: 3 Date: Wed, 21 Sep 2011 11:05:27 -0700 From: Garabed Yegavian Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "otrs(a)otrs.org" I took a look at this however not sure how to set it. I guess the trouble I am having now is setting a new state that will trigger a notification event. I have a generic agent set Schedule= 10 min every day Ticket Filter Subject = Service Notification (matches tickets with this subject) Pending Times= last 5 minutes (I am assuming it triggers within the last 5 minutes of the pending time set in the ticket) Ticket Action Set new State= in process ( I have created this state under Admin > States) Now if I understand this correctly what this is doing or should be doing is setting any tickets with the subject of Service Notification and within 5 minitues of the Pending time to a new state of In Process. Why can't I get this to work. Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Tuesday, September 20, 2011 5:38 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 29 Send otrs mailing list submissions to otrs(a)otrs.org<mailto:otrs@otrs.org> To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org<mailto:otrs-request@otrs.org> You can reach the person managing the list at otrs-owner(a)otrs.org<mailto:otrs-owner@otrs.org> When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Ticket Alerts (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Tue, 20 Sep 2011 08:37:10 -0400 From: Gerald Young Subject: Re: [otrs] Ticket Alerts To: "User questions and discussions about OTRS." I forgot something, where you can choose an additional pending state that changes to another state (You'd have to add the states): Ticket::StateAfterPending Key Defines which states should be set automatically (Content), after the pending time of state (Key) has been reached. On Mon, Sep 19, 2011 at 4:29 PM, Gerald Young wrote: > Generic agent runs on the numbers you choose. (50 after the hour, 8 > o'clock, etc.) > The ticket can only be assigned to a customer. The Notification (Event) can > go to a group. > > > > On Mon, Sep 19, 2011 at 2:52 PM, Garabed Yegavian < > Garabed(a)firelinebroadband.com<mailto:Garabed@firelinebroadband.com>> wrote: > >> I created a Notification event #1 named Service Notification >> Notification Group MTU >> Event Create Ticket >> Priority Normal >> Subject Service Outage Notification >> And then the subject and text of the notification >> >> Created a Generic Agent called Ticket Reminder, I am not sure how the >> schedule work, I am assuming it runs the job at those time intervals??? >> The ticket filter Looks for the Title Service notification >> Pending Times , Ticket pending time reached last 10 minutes, not sure of >> this.... >> Ticket Action Set new priority 4 high >> >> I created a Notification event #2 named Service Notification 2 >> Notification Group MTU >> Event Ticket Priority Update >> Subject Service Outage Notification >> Subject Ticket now in progress >> Text xxxxx >> Notification article type email-notification external. >> >> Issue >> >> When I create a new ticket I can only send it to a specific customer not a >> customer group. So I send it to a specific user to test. The ticket gets >> escalated however it never send out the email notification of the >> escalation? >> >> >> >> >> Thank you, >> >> Garabed Yegavian >> ------------------------------ Message: 4 Date: Wed, 21 Sep 2011 15:58:31 -0400 From: Gerald Young Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "User questions and discussions about OTRS." The Generic Agent will set a new state. If it doesn't, it's because cron or filter (see System Logs). A Notification (Event) should be set for State Update matching this state event. On Wed, Sep 21, 2011 at 2:05 PM, Garabed Yegavian < Garabed(a)firelinebroadband.com<mailto:Garabed@firelinebroadband.com>> wrote: > I took a look at this however not sure how to set it. I guess the trouble I > am having now is setting a new state that will trigger a notification event. > > I have a generic agent set > > Schedule= 10 min every day > > Ticket Filter > Subject = Service Notification (matches tickets with this subject) > Pending Times= last 5 minutes (I am assuming it triggers within the > last 5 minutes of the pending time set in the ticket) > > Ticket Action > Set new State= in process ( I have created this state under Admin > > States) > > Now if I understand this correctly what this is doing or should be doing is > setting any tickets with the subject of Service Notification and within 5 > minitues of the Pending time to a new state of In Process. > > Why can't I get this to work. > > > > > Thank you, > > Garabed Yegavian > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > otrs-request(a)otrs.org > Sent: Tuesday, September 20, 2011 5:38 AM > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 36, Issue 29 > > Send otrs mailing list submissions to > otrs(a)otrs.org<mailto:otrs@otrs.org> > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org<mailto:otrs-request@otrs.org> > > You can reach the person managing the list at > otrs-owner(a)otrs.org<mailto:otrs-owner@otrs.org> > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: Ticket Alerts (Gerald Young) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 20 Sep 2011 08:37:10 -0400 > From: Gerald Young > Subject: Re: [otrs] Ticket Alerts > To: "User questions and discussions about OTRS." > Message-ID: > > > Content-Type: text/plain; charset="iso-8859-1" > > I forgot something, where you can choose an additional pending state that > changes to another state (You'd have to add the states): > > Ticket::StateAfterPending > Key > > Defines which states should be set automatically (Content), after the > pending time of state (Key) has been reached. > > > > > > > On Mon, Sep 19, 2011 at 4:29 PM, Gerald Young wrote: > > > Generic agent runs on the numbers you choose. (50 after the hour, 8 > > o'clock, etc.) > > The ticket can only be assigned to a customer. The Notification (Event) > can > > go to a group. > > > > > > > > On Mon, Sep 19, 2011 at 2:52 PM, Garabed Yegavian < > > Garabed(a)firelinebroadband.com<mailto:Garabed@firelinebroadband.com>> wrote: > > > >> I created a Notification event #1 named Service Notification > >> Notification Group MTU > >> Event Create Ticket > >> Priority Normal > >> Subject Service Outage Notification > >> And then the subject and text of the notification > >> > >> Created a Generic Agent called Ticket Reminder, I am not sure how the > >> schedule work, I am assuming it runs the job at those time intervals??? > >> The ticket filter Looks for the Title Service notification > >> Pending Times , Ticket pending time reached last 10 minutes, not sure of > >> this.... > >> Ticket Action Set new priority 4 high > >> > >> I created a Notification event #2 named Service Notification 2 > >> Notification Group MTU > >> Event Ticket Priority Update > >> Subject Service Outage Notification > >> Subject Ticket now in progress > >> Text xxxxx > >> Notification article type email-notification external. > >> > >> Issue > >> > >> When I create a new ticket I can only send it to a specific customer not > a > >> customer group. So I send it to a specific user to test. The ticket gets > >> escalated however it never send out the email notification of the > >> escalation? > >> > >> > >> > >> > >> Thank you, > >> > >> Garabed Yegavian > >> > > --------------------------------------------------------------------- > 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 >

4 4

Add details to customer fields
by Paul.Andurnache＠aviva.ro 26 Sep '11

26 Sep '11

Hello, Is there a way to add the Phone Number of a customer into it`s details so it can be visible in the requests ? Regards, Paul Andurnache

3 15