September 2011 - otrs - OTRS mailing lists

Add agents info from LDAP to DB (user table)
by Juan Manuel Clavero Almirón 26 Sep '11

26 Sep '11

Hello, I need to deploy and configure a new OTRS Framework which uses info gathered in an LDAP server. I’ve succesfully managed to authenticate agents and customers using LDAP backend. Now I’d like to obtain extra info from LDAP apart from just names (things like company, department and such). I’ve succesfully retrieved and shown this ingo for customers, as they don’t use any DB connection, just LDAP. But I’m stuck mapping this information to the DB for agent users. I’ve tried the following to add a personal field ‘middlename’: 1. added the column ‘middlename’ to the ‘User’ table (MySQL DB) 2. added the line UserMiddlename => 'middlename' to the DB=>LDAP mapping (@ Config.pm) 3. added “$QData{" UserMiddlename "}” to Kernel/Output/HTML/Standard/AdminUser.dtl, to be shown when “Edit agent” But it seems that “$QData{" UserMiddlename "}” is always empty. I’ve sniffed the communications between OTRS and AD server. When the request is searching a customer, it just asks for the LDAP fields that I’ve included in the Config.pm file, $Self->{CustomerUser} definition. But, when the request is searching an agent, it asks for ALL the LDAP fields available, and it gets them, but it won’t show them. In fact, the DB has no middleName data,although the rest of it is updated succesfully. Can anyone explain how should I proceed? Juan Clavero Almirón Gestiò d’Identitats, Firma i Custòdia Oficina de Tecnologies, Informació i Comunicacions (OTIC) Servei de Salut de les Illes Balears C/ de les Escoles, s/n - 07181 Bendinat - Mallorca Telf. +34 971.42.65.30

1 0

charset Problems?
by Martin Hochreiter 26 Sep '11

26 Sep '11

Hi! I am running otrs 3.0.10 and I have problems with attachments (we choose file-based as storage): File '/opt/otrs/var/article/2011/09/22/132887/SUMO_Kick-Off_eCampus-Ankündigung.docx' doesn't exist! If I change the filename to SUMO_Kick-Off_eCampus-Ankuendigung.docx and in the content_type file then the file appears as attachment. Any hints? regards Martin

1 0

'Core.Agent.CustomerSearch is undefined' problems after upgrade
by patrick.dillon＠aleris.com 26 Sep '11

26 Sep '11

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

2 1

Re Ticket Alerts
by Garabed Yegavian 26 Sep '11

26 Sep '11

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 -----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 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. 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 <tamas.becz(a)ericsson.com> Subject: [otrs] ITSM API To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <697935E91783A0498A8E3DCB16B3296B0D028F4EB6(a)ESESSCMS0364.eemea.ericsson.se> Content-Type: text/plain; charset="iso-8859-1" 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 <michiel.beijen(a)gmail.com> Subject: Re: [otrs] ITSM API To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CABD0r10Bajpq-Q4xaodA+=_=Tc2CXNXaVjHmq8gSt3+BMzLDJQ(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 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 <tamas.becz(a)ericsson.com> 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 <Garabed(a)firelinebroadband.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <7221A0313A389F408E5982772DB633FC0B2DADAA3A(a)FNSEXCH.fns.local> Content-Type: text/plain; charset="us-ascii" 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 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: Ticket Alerts (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Tue, 20 Sep 2011 08:37:10 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Ticket Alerts To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oULZrCfusPw8AWFvkym=1=9vy2baGP9kQ4Ty7q+V06b6Rw(a)mail.gmail.com> 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 <crythias(a)gmail.com> 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> 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 <crythias(a)gmail.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oULVttbJpTniWukYqoZ=cjPJRYL1B89AqvrvQn3OSYjpXw(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" 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> 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 > > 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: Ticket Alerts (Gerald Young) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 20 Sep 2011 08:37:10 -0400 > From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] Ticket Alerts > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKk-oULZrCfusPw8AWFvkym=1=9vy2baGP9kQ4Ty7q+V06b6Rw(a)mail.gmail.com > > > 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 <crythias(a)gmail.com> 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> 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 >

2 1

Re: [otrs] otrs Digest, Vol 36, Issue 33
by Garabed Yegavian 25 Sep '11

25 Sep '11

i;m not sure if this got lost in the Auto Reply incident so I am sending this again. So far I have been unsuccessful in changing the state of a ticket with Generic Agent. 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 Fireline Broadband garabed(a)firelinebroadband.com ________________________________________ From: otrs-bounces(a)otrs.org [otrs-bounces(a)otrs.org] On Behalf Of otrs-request(a)otrs.org [otrs-request(a)otrs.org] Sent: Friday, September 23, 2011 12:06 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 33 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 Ticket Alerts (Garabed Yegavian) 2. AUTOREPLY Re Ticket Alerts (dennis.wauer(a)xpointsoftware.de) ---------------------------------------------------------------------- Message: 1 Date: Fri, 23 Sep 2011 11:59:24 -0700 From: Garabed Yegavian <Garabed(a)firelinebroadband.com> Subject: [otrs] Re Ticket Alerts To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <7221A0313A389F408E5982772DB633FC0B2DADAB41(a)FNSEXCH.fns.local> Content-Type: text/plain; charset="us-ascii" 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 -----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 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. 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 <tamas.becz(a)ericsson.com> Subject: [otrs] ITSM API To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <697935E91783A0498A8E3DCB16B3296B0D028F4EB6(a)ESESSCMS0364.eemea.ericsson.se> Content-Type: text/plain; charset="iso-8859-1" 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 <michiel.beijen(a)gmail.com> Subject: Re: [otrs] ITSM API To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CABD0r10Bajpq-Q4xaodA+=_=Tc2CXNXaVjHmq8gSt3+BMzLDJQ(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 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 <tamas.becz(a)ericsson.com> 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 <Garabed(a)firelinebroadband.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <7221A0313A389F408E5982772DB633FC0B2DADAA3A(a)FNSEXCH.fns.local> Content-Type: text/plain; charset="us-ascii" 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 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: Ticket Alerts (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Tue, 20 Sep 2011 08:37:10 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Ticket Alerts To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oULZrCfusPw8AWFvkym=1=9vy2baGP9kQ4Ty7q+V06b6Rw(a)mail.gmail.com> 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 <crythias(a)gmail.com> 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> 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 <crythias(a)gmail.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oULVttbJpTniWukYqoZ=cjPJRYL1B89AqvrvQn3OSYjpXw(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" 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> 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 > > 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: Ticket Alerts (Gerald Young) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 20 Sep 2011 08:37:10 -0400 > From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] Ticket Alerts > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKk-oULZrCfusPw8AWFvkym=1=9vy2baGP9kQ4Ty7q+V06b6Rw(a)mail.gmail.com > > > 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 <crythias(a)gmail.com> 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> 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 >

1 0

AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPL...
by dennis.wauer＠xpointsoftware.de 23 Sep '11

23 Sep '11

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 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 >

1 0

AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPL...
by dennis.wauer＠xpointsoftware.de 23 Sep '11

23 Sep '11

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 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 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>'. 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 -----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 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. 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 <tamas.becz(a)ericsson.com> Subject: [otrs] ITSM API To: "otrs(a)otrs.org" <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 <michiel.beijen(a)gmail.com> Subject: Re: [otrs] ITSM API To: "User questions and discussions about OTRS." <otrs(a)otrs.org> 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 <tamas.becz(a)ericsson.com> 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 <Garabed(a)firelinebroadband.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "otrs(a)otrs.org" <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 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: Ticket Alerts (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Tue, 20 Sep 2011 08:37:10 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Ticket Alerts To: "User questions and discussions about OTRS." <otrs(a)otrs.org> 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 <crythias(a)gmail.com> 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> 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 <crythias(a)gmail.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> 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> 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 > > 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: Ticket Alerts (Gerald Young) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 20 Sep 2011 08:37:10 -0400 > From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] Ticket Alerts > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKk-oULZrCfusPw8AWFvkym=1=9vy2baGP9kQ4Ty7q+V06b6Rw(a)mail.gmail.com > > > 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 <crythias(a)gmail.com> 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> 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 >

1 0

AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPL...
by dennis.wauer＠xpointsoftware.de 23 Sep '11

23 Sep '11

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 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 >

1 0

AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPL...
by dennis.wauer＠xpointsoftware.de 23 Sep '11

23 Sep '11

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 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 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 -----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 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. 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 <tamas.becz(a)ericsson.com> Subject: [otrs] ITSM API To: "otrs(a)otrs.org" <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 <michiel.beijen(a)gmail.com> Subject: Re: [otrs] ITSM API To: "User questions and discussions about OTRS." <otrs(a)otrs.org> 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 <tamas.becz(a)ericsson.com> 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 <Garabed(a)firelinebroadband.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "otrs(a)otrs.org" <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 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: Ticket Alerts (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Tue, 20 Sep 2011 08:37:10 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Ticket Alerts To: "User questions and discussions about OTRS." <otrs(a)otrs.org> 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 <crythias(a)gmail.com> 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> 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 <crythias(a)gmail.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> 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> 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 > > 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: Ticket Alerts (Gerald Young) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 20 Sep 2011 08:37:10 -0400 > From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] Ticket Alerts > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKk-oULZrCfusPw8AWFvkym=1=9vy2baGP9kQ4Ty7q+V06b6Rw(a)mail.gmail.com > > > 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 <crythias(a)gmail.com> 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> 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 >

1 0

AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPL...
by dennis.wauer＠xpointsoftware.de 23 Sep '11

23 Sep '11

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 >

1 0