- otrs - OTRS mailing lists

escalation emails not sending
by Darshak Modi 08 Jan '14

08 Jan '14

I have setup in GenericAgent.pm , cron is also running , I can see logs also. Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000044/267). Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000053/268). Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000062/269). Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000071/270). However, it does not send any notification-email to the owner/group like NewTicket notifications, No escalation emails sent like First Response/Solution time. Is it bcoz ticket state is new ?? -- -------------------------- Darshak Modi Elitecore Tech.|India Support: 081 41 344 244 Cell: 09909008245

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DISCLAIMER: Off Topic
by Jill Goldstein 08 Jan '14

08 Jan '14

Does anyone have a good mailing list that discusses Unix on a beginning to intermediate level? Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

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getting error in otrs
by Darshak Modi 08 Jan '14

08 Jan '14

localhost OTRS-CGI-10[6885]: [Error][Kernel::Output::HTML::Layout::BuildSelection][Line:2198]: Need Data! Error generated when changing preference .[ currently set to no] Send new ticket notification to true Agents are not able to change preference

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sending sla details in auto-response
by Darshak Modi 08 Jan '14

08 Jan '14

hello, is it possible to include sla details in auto-response. I could not find any such field. Please guide further.

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List of Variables
by Jill Goldstein 07 Jan '14

07 Jan '14

Is there a handy dandy chart or list of Variables (tags) that I can reference in making templates and autoreply emails and things? There are examples listed on each of the template and autoresponse page, but I'd like to see the syntax of different things. I have checked the manual, but didn't see anything, however, I could be blind as well. Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

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"Next Ticket state" problem
by Nick Bright 07 Jan '14

07 Jan '14

Greetings, In our OTRS installation some years ago, we configured several custom "close" states. Since then we have been putting up with (unable to solve) a problem where ALL new tickets want to start with a "Next Ticket State" of the first in the list of these custom close states. As you can imagine, this creates a problem where new tickets are created as closed if the agent isn't vigilant! I have verified configurations more times than I can count. There is absolutely NOT A SINGLE piece of configuration that should be responsible for this, and yet it is happening. So my question for the list is - What weird, off the wall, shouldn't-happen-but-it-does ways of impacting the default Next Ticket State of *ALL *(/both phone and email/) new tickets created/through the agent UI/ be set to a value other than that specified in the SysConfig parameters? Permissions? Missing settings somewhere else? Something making type "open" not function properly? Cats with lasers? ZZZAuto.pm: $Self->{'Ticket::Frontend::AgentTicketCompose'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketEmail'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhone'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'State'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'State'} = 'open'; -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information& 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------

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Agent Notifications
by Jill Goldstein 07 Jan '14

07 Jan '14

Ok, I'm just about ready to have OTRS live. The last thing I'm working on is notifying an Agent that a ticket has been placed in their ownership. I see there is a notification for Agent:OwnerUpdate. How is that triggered so that an email notification is sent to the Agent that has received that ticket? I have read the manual, and I'm guessing it should be working but it's not. I'm missing something simple. If you need screenshots, please let me know. Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

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Escalation not working
by Darshak Modi 07 Jan '14

07 Jan '14

Hello, I have installed OTRS just now. I am testing Escalation but they are not working . No warning emails, even tickets not shown in Escalated view. I have defined SLA -> Service and Assigned that to Customer. I have also modified GenericAgent.pm to enable escalation. However its still not working. What is missing ? --

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Queue name internationalization
by Gergely Polonkai 07 Jan '14

07 Jan '14

Hello, is it possible to internationalize queue names, CI categories, etc.? Best, Gergely

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Issue with Agent Notification on a new ticket OTRS
by Bohdan Hutkovskyy 07 Jan '14

07 Jan '14

Hello, I have recently installed and configured OTRS 3.3.3 & ITSM 3.3.3 on Windows machine. Everything works just fine. However, I am having an issue with agent notification on a new ticket coming to a queue and wanted to ask you guys for help. Currently I am testing otrs and I have setup a queue "HelpDesk". Postmaster mail has been configured so that each incoming email is fetched and automatically placed to that queue. Now I have an agent configured, which has selected "HelpDesk" in "my queue" box. Also, notification on a new ticket has been set to "yes". In result, when each ticket comes, an agent must be notified but for some reason no notification is sentt. Also, I noticed that when I create a ticket within a customer web page (not sending an email), an agent does get notified. When I send an email to a helpdesk, no notification email is sent. FYI, the mail address and the agent's email are different. Also I thought if the agent sends the email to otrs, perhaps he wouldn't receive a notification email since it is the same email address for customer and an agent. So basically there are 3 different emails in this scenario: Agent#1 OTRS email (helpdesk) and random email that sends a ticket to otrs. Here is the log info: Ticket submitted via email: [Fri Dec 13 09:24:04 2013][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2013121310000035/Notification Te] created (TicketID=70,Queue=IT Helpdesk,Priority=3 normal,State=new) [Fri Dec 13 09:24:05 2013][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Customer <customer@######>' from 'IT Help Desk <ithelpdesk@#######>'. HistoryType => SendAutoReply, Subject => [Ticket#2013121310000035] RE: Notification Test; -->> which I assume is an auto response automatically sent back [Fri Dec 13 09:24:05 2013][Info][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2013121310000035] (TicketID=70, ArticleID=144) to ''Customer <customer@######>'. [Fri Dec 13 09:24:05 2013][Info][Kernel::System::MailAccount::POP3::Fetch] POP3S: Fetched 1 email(s) from host. *As you can see, there is no agent notification being sent....* Here is a log enty when ticket was submitted via web interface [Fri Dec 13 09:05:59 2013][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2013121310000017/Notification Te] created (TicketID=68,Queue=IT Helpdesk,Priority=3 normal,State=new) [Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"Customer" <Customer@####>' from 'IT Help Desk <ithelpdesk@#######>>'. HistoryType => SendAutoReply, Subject => [Ticket#2013121310000017] RE: Notification Test; [Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2013121310000017] (TicketID=68, ArticleID=140) to '""Customer" <Customer@####>'. *[Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'agent@####'.* Here you can see a log entry saying that notification was sent... It seems weird....is it a bug or something? Please help me out Thanks! -- Best Regards, Bohdan Hutkovskyy

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