September 2011 - otrs - OTRS mailing lists

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 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 /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 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 /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 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 /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 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 Re: AUTO...
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 /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 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 Re: AUTOREPLY AUTO...
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 /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