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 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 >

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AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY Re Ticket Alerts
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 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 >

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AUTOREPLY AUTOREPLY AUTOREPLY Re Ticket Alerts
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 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 Re Ticket Alerts
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 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 Re Ticket Alerts
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 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 >

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ITSM API
by Tamás Becz 22 Sep '11

22 Sep '11

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

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Re: [otrs] otrs Digest, Vol 36, Issue 29
by Garabed Yegavian 21 Sep '11

21 Sep '11

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 >>

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Re: [otrs] Ticket Alerts
by Garabed Yegavian 21 Sep '11

21 Sep '11

For some reason I cannot get an email to go out when the ticket gets escalated or it looks like I am not even changing the status and maybe that is why. I have a generic agent that does the following: Schedule minutes is 10 every day Ticket filter= Service Notification Pending times reached: before 5 minutes Ticket action Set new priority= 4 high And I tried Set new state: in process; I created this new state For some reason it never changes priority or state however the ticket gets esulated, not sure of the relationship. My notification event is as follows Reciepient groups= customer Reciepient groups= MTU Event= ticket priority update or ticket state update ( I have tried both seperatly) State = in process or Priority = 4 high Article type= email-notification-ext Subject match = Service Outage Notification Where am I going wrong? 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 >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >> otrs-request(a)otrs.org >> Sent: Thursday, September 15, 2011 5:59 AM >> To: otrs(a)otrs.org >> Subject: otrs Digest, Vol 36, Issue 22 >> >> 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: Display SLA field but not Service field in ticket >> creation interface in customer.pl (Gerald Young) >> 2. Re: ACL to make available only certain TicketFreeText based >> on queue (Gerald Young) >> 3. Re: Ticket Alerts (Gerald Young) >> >> >> ---------------------------------------------------------------------- >> >> Message: 1 >> Date: Thu, 15 Sep 2011 08:41:22 -0400 >> From: Gerald Young <crythias(a)gmail.com> >> Subject: Re: [otrs] Display SLA field but not Service field in ticket >> creation interface in customer.pl >> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >> Message-ID: >> < >> CAKk-oUJWORRAdjewwA7AjL+DdF5Hh4hjSn2Q+kUBuFkG2epvrQ(a)mail.gmail.com> >> Content-Type: text/plain; charset="iso-8859-1" >> >> ServiceID would be a number (see the URL for ID= in services) >> >> On Wed, Sep 14, 2011 at 12:20 PM, Ugo Bellavance <ugob(a)lubik.ca> wrote: >> >> > Le 2011-08-10 18:45, Gerald Young a ?crit : >> > >> > You can edit the dtl and change the select option to input type=hidden >> >> for the service. >> >> >> > >> > This worked for the type, but when I tried with Service, it doesn't >> work: >> > >> > <input type="hidden" name="TypeID" value="Other"> for type >> > >> > >> > <input type="hidden" name="ServiceID" value="Standard"> for service >> > >> > Actually, it kind of works, because Service field is not there, but >> since >> > the SLA fields depends on what's in the Service field, I don't see my >> SLAs >> > linked to my "Standard" service. >> > >> > >> > Thanks, >> > >> > Ugo >> > >> > >> > >> ------------------------------**------------------------------**--------- >> > OTRS mailing list: otrs - Webpage: http://otrs.org/ >> > Archive: http://lists.otrs.org/**pipermail/otrs< >> http://lists.otrs.org/pipermail/otrs> >> > To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrs< >> http://lists.otrs.org/cgi-bin/listinfo/otrs> >> > >>

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Re: [otrs] Ticket Alerts
by Garabed Yegavian 20 Sep '11

20 Sep '11

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 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, September 15, 2011 5:59 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 22 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: Display SLA field but not Service field in ticket creation interface in customer.pl (Gerald Young) 2. Re: ACL to make available only certain TicketFreeText based on queue (Gerald Young) 3. Re: Ticket Alerts (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Thu, 15 Sep 2011 08:41:22 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Display SLA field but not Service field in ticket creation interface in customer.pl To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUJWORRAdjewwA7AjL+DdF5Hh4hjSn2Q+kUBuFkG2epvrQ(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" ServiceID would be a number (see the URL for ID= in services) On Wed, Sep 14, 2011 at 12:20 PM, Ugo Bellavance <ugob(a)lubik.ca> wrote: > Le 2011-08-10 18:45, Gerald Young a ?crit : > > You can edit the dtl and change the select option to input type=hidden >> for the service. >> > > This worked for the type, but when I tried with Service, it doesn't work: > > <input type="hidden" name="TypeID" value="Other"> for type > > > <input type="hidden" name="ServiceID" value="Standard"> for service > > Actually, it kind of works, because Service field is not there, but since > the SLA fields depends on what's in the Service field, I don't see my SLAs > linked to my "Standard" service. > > > Thanks, > > Ugo > > > ------------------------------**------------------------------**--------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> > To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> >

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Display SLA field but not Service field in ticket creation interface in customer.pl
by Ugo Bellavance 19 Sep '11

19 Sep '11

Hi, I can't configure my 3.0 system to display only the SLA drop-down menu. Is it normal? I guess it is because the available SLAs will depend on the service chosen, but if I have only one service, it is useless to display the field. Thanks, Ugo

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