- otrs - OTRS mailing lists

There is an installable ISO comes with Linux and all
by Emmanuel Olivo 12 Dec '11

12 Dec '11

Dear Let me know if an image is installable OTRS, that it comes with linux and everything. regards Emmanuel

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OTRS headers generation
by Ugo Bellavance 12 Dec '11

12 Dec '11

Hi, We have developped an Outlook form using VSTO so that our users can set the SLA of their ticket and other data. At first, we did it by adding text into the e-mail message then process it with postmaster filters. It works, but it leaves text in the ticket. We are now trying setting headers directly instead, but we are having problems with iso-encoding, I think. Here are the X-OTRS headers generated in a sample message: X-Otrs-Service: Standard X-Otrs-Sla: =?iso-8859-1?Q?4_-_Faible_avec_date_butoir_-_Une_demande_normale,_mais_qu?= =?iso-8859-1?Q?i_a_une_date_butoir_-_Un_estim=E9_(ETA)_sera_fourni_=E0_l'?= =?iso-8859-1?Q?int=E9rieur_de_2_jours_ouvrables_max?= X-Otrs-Tickettime2: 2011-12-22 23:59:59 As you can see, the -Service and -Tickettime2 are working, but the SLA gets iso-encoded (probably because of the accentuated characters). So the Service and Tickettime fields are populated correctly in the ticket, but not the SLA. Is there a solution to this? Would this be OK in 3.0? Using OTRS 2.3, planning to upgrade to 3.0 in Q1 2011. Thanks, Ugo

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Customized Report Needed
by Vasuki Shelva Narayana B.K 12 Dec '11

12 Dec '11

Dear OTRS Community, I have this specific requirement of delivering a customized report, The format in which I need is Columns : Date | Tickets created for the day | Previous ticket in active state | Open for <1 Day | Open between 2-5 Days | Open for >5 Days | Closed <1 day | Closed between 2-5 Days | Closed after >5 days | Total Closed Tickets | Remaining Tickets I have tried SQL queries on the same, but with very little luck, as these numbers keep varying due to the fact that I am using the change_time or now() as my second reference, The extended requirement is to just run this once a day and collect historical reporting for previous months and create a CRON job so that future reports gets appended to a file on a day to day basis. Any pre designed / third party solution in this matter is really appreciated (OTRS-Manager did not help much) . Any suggestions / workarounds with SQL would be of great help. In case of any other information, feel free to mail me. Regards, Vasuki BK ________________________________ The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.

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Installing OTRS on my hosting
by Emmanuel Olivo 12 Dec '11

12 Dec '11

Dear As ORTS can install the program on my webhost provides me Tecero person? regards

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R: Re: OTRS JASIG-CAS INTEGRATION
by firesnake＠inwind.it 12 Dec '11

12 Dec '11

Hi, thanks. I have integrated OTRS 2.9 with jasig.-cas, with perl module AuthCas. but I have a lot of problems with OTRS 3.x. Can you help me? I not configured Apache with autenticate with Jasig-Cas (if this work with jasg-cas, can you tell me the correct configuration?) I use otrs 3.0 on ubuntu server Sorry for my english. Thanks Mike ----Messaggio originale---- Da: michiel.beijen(a)otrs.com Data: 07/12/2011 15.38 A: "firesnake(a)inwind.it"<firesnake(a)inwind.it>, "User questions and discussions about OTRS."<otrs(a)otrs.org> Ogg: Re: [otrs] OTRS JASIG-CAS INTEGRATION Hi, How have you previously integrated OTRS with jasig-cas? Have you configured Apache to authenticate with it, and then configured OTRS to use basic authentication? IMO the process should not be much different between OTRS 2.x and 3.x. If you can share where you're stuck, maybe someone can offer more targeted advice. Plus of course, my colleagues @ OTRS Group would be more than happy to assist you on a commercial basis. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Making OTRS even better! Exclusive Feature Add-Ons improve usability of OTRS and extend its functionality: http://j.mp/ndQvZj On Wed, Dec 7, 2011 at 12:05, firesnake(a)inwind.it <firesnake(a)inwind.it> wrote: Hi, I have integrated OTRS 2.9 with jasig-cas, i have used perl module, but i have problems with integration of otrs 3.0 with jasig-cas. Anyone can help me, for fully integration of otrs 2.0 with jasig-cas. Thanks Mike. --------------------------------------------------------------------- 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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Please Help
by Nikhil Joshi 12 Dec '11

12 Dec '11

Hi, I have configured the OTRS and I have the following issue: 1.No notification for agents and customers after new ticket is created in the queue. 2.new tickets created by email are not created. Kindly help me in this. Regards Nikhil Joshi Webdynpro Consultant ArchitectSAP Solutions | <http://www.architectsap.com/> www.ArchitectSAP.com | 9960979700 Pune

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AUTO: Damiano Anselmi is out of office (tornerà il 13/12/2011)
by Damiano Anselmi 10 Dec '11

10 Dec '11

Sono fuori dall'ufficio fino a 13/12/2011 Risponderò al messaggio al mio ritorno. Per gli utenti UFI: procedere all'apertura di una segnalazione tramite Mantis In caso di urgenze contattare gli altri colleghi ICT Nota: Questa è una risposta automatizzata al messaggio "Re: [otrs] Notification issues" inviata il 10/12/2011 0.28.16. Questa è l'unica notifica che verrà ricevuta mentre la persona è assente.

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Dashboard
by Andy Wodfer 10 Dec '11

10 Dec '11

Hi, I was wondering if it is possible to change the layout of the Dashboard? Today each new/open ticket is displayed on the Dashboard like this: 2011050510000013 test 217 d 5 t If possible, I'd very much would like to see a cell with senders name or email address before the title (or also possibly a cell that I can edit myself. This is to easier identify the different open cases). I'm managing two OTRS systems this would be nice for, one 2.4.8 and 3.0.7. Thanks for any feedback! Best, Andy

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Re: [otrs] Uninstall OTRS 3.0.6 from CentOS (Nils Leideck)
by Faisal Misle 09 Dec '11

09 Dec '11

Hello I used RPM. Faisal Misle On Dec 9, 2011, at 2:32 AM, "otrs-request(a)otrs.org" <otrs-request(a)otrs.org> wrote: > 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: Notification issues (Nils Leideck) > 2. Re: Uninstall OTRS 3.0.6 from CentOS (Nils Leideck) > 3. Dashboard (Andy Wodfer) > 4. help OTRS configuration (Nikhil Joshi) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 7 Dec 2011 20:11:36 -0500 > From: Nils Leideck <nils.leideck(a)leidex.net> > Subject: Re: [otrs] Notification issues > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <828B4846-3F45-462C-9790-829BB1EAD6A5(a)leidex.net> > Content-Type: text/plain; charset="windows-1252" > > Hi Andrew, > > can you see a history record in the ticket history (not article) about that an email has been send to your agents? > Did you run any kind of database update scripts during the patch level update? > > On 07.12.2011, at 15:13, Andrew Meyer wrote: > >> I seem to be having Notification issues on 3.0.11 after upgrading from 3.0.10. My users no longer get Notifications of new emails/voicemails that come into the helpdesk. I have checked my notification settings and get notified when I email a test message in, but my agents don?t? get notified it?s in the Helpdesk Queue. > > Cheers, Nils > -- > http://webint.cryptonode.de / a Fractal project > >

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FW: help OTRS configuration
by Nikhil Joshi 09 Dec '11

09 Dec '11

Hello, I'm configuring the OTRS but I have following issue: 1.Automatic ticket should be created in the raw queue when new mail is send to the OTRS admin. 2.Automatic Email response should be sent who send the email. Kindly help me Regards Nikhil Joshi Webdynpro Consultant ArchitectSAP Solutions | <http://www.architectsap.com/> www.ArchitectSAP.com | 9960979700 Pune

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Send agent notification when customer sends an email to a queue
by Muhammad El-Sergani 09 Dec '11

09 Dec '11

Hi all, Our system is queued based on customer names. So any @xyz.com would go to a XYZ queue, and so on. Currently we need OTRS to email a group of agents when the customer updates the queue. We have a notification event that would do so, but the problem is that it emails the whole team even when an agent updates a ticket. Any ideas? Thanks //M

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help
by Nikhil Joshi 09 Dec '11

09 Dec '11

Hello, I'm configuring the OTRS but I have following issue: 1.Automatic ticket should be created in RAW Queue when new mail is send to the admin 2.Auto email notification should be send to the customer. Kindly help me Regards Nikhil Joshi Webdynpro Consultant ArchitectSAP Solutions | <http://www.architectsap.com/> www.ArchitectSAP.com | 9960979700 Pune

1 0

Upgrading from v2.3 to v3.1
by Alexander Scholler 08 Dec '11

08 Dec '11

Hi, I'm testing 3.1.0.beta2. Therefore, I have to upgrade from v2.3. UPGRADING says (as usual): If you are running a lower version of OTRS you have to follow the upgrade path to 3.0 first (1.1->1.2->1.3->2.0->2.1->2.2->2.3->2.4->3.0->3.1 ...)! The problem: ALL the mysql-sql-upgrade- and post-scripts AND DBUpdate-to-3.1.pl are still present in ~otrs/scripts, but DBUpdate-to-2.4.pl and DBUpdate-to-3.0.pl are missing. I applied DBUpdate-to-2.4.mysql.sql and then tried DBUpdate-to-2.4.pl (from v3.0-sources), but this results in the following errors: ERROR: OTRS-DBUpdate-to-2.4-40 Perl: 5.10.0 OS: linux Time: Wed Dec 7 16:24:28 2011 Message: Unknown column 'state_notify' in 'field list', SQL: 'SELECT state_notify, move_notify, owner_notify FROM queue WHERE id = ?' Traceback (2148): Module: main::MigrateCustomerNotification (v1.13) Line: 184 Module: ./DBUpdate-to-2.4.pl (v1.13) Line: 101 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs_v3.0/Kernel/System/DB.pm line 616. NOTICE: Migrate queue based customer notifications... done. And ideas? Is it necessary to install v3.0, upgrade from v2.3 to v3.0, and then upgrade to v3.1? That can't be true... Bye, Alex Richter+Frenzel GmbH + Co. KG Sitz: Wuerzburg Registergericht: Wuerzburg HRA 220 Geschaeftsfuehrer: Dr. Bernd-Michael Brunck, Wilhelm Schuster (Vorsitzender) Komplementaer: WUE Richter + Frenzel Verwaltung GmbH, Amtsgericht Augsburg, HRB 22447

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Uninstall OTRS 3.0.6 from CentOS
by Faisal Misle 08 Dec '11

08 Dec '11

How can I uninstall OTRS 3.0.6 completely from CentOS? -Faisal

2 1

upgrading from otrs 2.0.4 to 3.0.11
by Luca Domenella 07 Dec '11

07 Dec '11

Hi all, i've just inherited the OTRS project from a colegue. Out otrs installation is a 2.0.4, looking at the manual, there is an upgrade path: 2.0-> 2.1 -> 2.2 -> 2.3 -> 2.4 - > 3.0 Until here everything is clear. digging inside the various upgrading files of all the versions looks that the main part is the database schema upgrade (we are using mysql). Because im installing OTRS into a new server (the old one is a very old debian) with a Centos5, can I suppose to do this way ? 1. Install mysql 2. Install apache 3. Install otrs 3.0.11 4. Restore the 2.0.4 database 5. Apply all the mysql.pl upgrade patches from 2.1,2.2,2.3,2,4 and then from the 3.0.11 script dir ? Because many files will just be replaced and themes are not compatible.. Does it make sense ? Any idea or suggestion ? before to ask I already looked at the forum without much success Best regards, Luca Domenella E: <mailto:luca.domenella@bwinparty.com> luca.domenella(a)bwinparty.com <http://www.bwinparty.com/> www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

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OTRS JASIG-CAS INTEGRATION
by firesnake＠inwind.it 07 Dec '11

07 Dec '11

Hi, I have integrated OTRS 2.9 with jasig-cas, i have used perl module, but i have problems with integration of otrs 3.0 with jasig-cas. Anyone can help me, for fully integration of otrs 2.0 with jasig-cas. Thanks Mike.

2 1

AUTO: Damiano Anselmi è assente dall'ufficio. (tornerà il 07/12/2011)
by Damiano Anselmi 06 Dec '11

06 Dec '11

Sono fuori dall'ufficio fino a 07/12/2011 Risponderò al messaggio al mio ritorno. In caso di urgenze contattare gli altri colleghi ICT Nota: Questa è una risposta automatizzata al messaggio "[otrs] upgrading from otrs 2.0.4 to 3.0.11" inviata il 06/12/2011 12.18.37. Questa è l'unica notifica che verrà ricevuta mentre la persona è assente.

1 0

Change multiple fields of one ticket at once
by Anselm Strauss 06 Dec '11

06 Dec '11

Hi, is there a way in OTRS 3 to change multiple fields of one ticket at once without having to click on all the individual things like Responsible, Note, Priority, etc.? There is a bulk change in the ticket list, but it only works when selecting at least two tickets. Why can I not use this functionality for just one ticket? Thanks, Anselm

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OTRS 3.1 - Preview
by Shawn Beasley 05 Dec '11

05 Dec '11

Looking for more information about OTRS 3.1? Look here http://www.youtube.com/watch?v=E_J41wST_xI Hope this helps! ///diginin

1 0

User questions and discussions about OTRS
by Gabor Boda 05 Dec '11

05 Dec '11

Hello Team, We have a problem with OTRS ITSM 3.0.5: We choose a New Phone Ticket and we don't have choice to choose service & SLA type.(this fields is inactive on frontend) Services and SLA-s exist in the system. What's the problem? Please help. Thanks, Gabor Boda Hungary

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Owner of phone tickets
by Tamás Becz 05 Dec '11

05 Dec '11

Hi, When a new ticket is created via the new phone interface the ticket will be unlocked, yet it's owner will be the agent registering the ticket. Beside that it sounds a bit inconsistent, it is also a bit misleading. Can I somehow fix this so that there is no owner to the ticket? I tried to create a generic agent, but there I can only update the owner, cannot unset it as far as I can see. Any help is appreciated! Cheers, tamas

2 1

make OTRS add X-OTRS-CustomerNo
by Susan Dittmar 02 Dec '11

02 Dec '11

Hi folks, I am sure this must be answered somewhere, but I did not find it :-( I would like otrs to include the Customer Number in outgoing mail. Is that possible? How? (forced to use version 1.3 here) Thanks for any hints, Susan

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Value too long error
by Mariano Mara 02 Dec '11

02 Dec '11

Hi guys, I have this system that it's sending error messages to a specific queue in my Otrs installation. Sometimes the email subject is too long (more than 255 characters) and I'm getting an error on the Otrs db side since the "title" column in the ticket table is a 255 varchar. Since I cannot shorten the other system email's subject I was wondering if altering the title column (to 600 characters) might have some unexpected side effect on my working Otrs installation. If somebody can comment on this, I will appreciate it. Regards, Mariano

3 3

ACL w/ ArticleType
by Roy Kaldung 30 Nov '11

30 Nov '11

Hi Is it possible to use ArticleType in an ACL? I'd like to prevent note-external for specific user. tia, Roy -- Roy Kaldung

2 1

Invalid S/MIME signatures
by Jan Behrend 30 Nov '11

30 Nov '11

Hello, in principal all of the S/MIME features work great. One problem I have though, is, that some email clients including thunderbird do not verify the OTRS email signature correctly. Other email clients like sylpheed and alpine show them as correctly verfied signatures. Is this a known problem? Can I fix that by changing the setup somehow? Does anybody else have the same problem? With customers' email clients complaining about invalid OTRS email signatures although they _are_ valid, my guess is, it's better not to sign at all, which is not the idea of S/MIME, either. :-(( Any thoughts, hints? Cheers Jan -- MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum ---------------------------------------- Auf dem Huegel 69, D-53121 Bonn Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehrend(a)mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de

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first response
by Karlos Jelez 30 Nov '11

30 Nov '11

Hi all, How I can report the "time of first response" ? I would like to have a table with the headers: Ticket | Created (Timestamp) | First Response (Timestamp) | Time of first response (First response timestamp - Created Timestamp) I am trying using stats but if it is necessary a query can be used. Thanks in advance. Karlos

1 0

error during migration to 3.1
by Marco Vannini 28 Nov '11

28 Nov '11

Hi all, I'm getting this during DBUpdate-to-3.1.pl Migrated 0 articles of 0. done. A field was not correctly migrated: 14 Ticket 873 Found DynamicField value '', expected ''! Step 7 of 22: Verify if ticket data was successfully migrated... done. Some hints on what I have to search in db data ?

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Increase number of lines in Ticket Zoom
by Muhammad El-Sergani 28 Nov '11

28 Nov '11

Hi all, I'm trying to show more lines from an email body in the Ticket Zoom, but no go. Problem is that sometimes we receive very long emails and they're truncated in the zoom, so we have to open up the reply to view it all. Any help? Thanks //M

1 1

Agent::Escalation Usage - Ticket escalation notification/e-mail
by Anant Jain 25 Nov '11

25 Nov '11

Hi, I noticed this Notification in the "Agent Notification" screen of the admin. Can someone help in using this? The end goal is that I (OTRS manager/admin) should receive an e-mail notification for any ticket escalation due to non action/updation by the agents. Thanks, AJ ________________________________ The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.

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Forward entire (almost) ticket
by Sune T. Tougaard 25 Nov '11

25 Nov '11

Hi all, I've been asked if it's possible to forward an entire ticket, including notes (perhaps only external) out of the OTRS system. For example, if a helpdesk person have had some technical e-mail correspondence with a customer (10-15 e-mails back and forth, not necessarily in that order), then been doing some researching on his own (troubleshooting, googling), putting all his findings in notes on the ticket. Then it turns out that a 3'rd party (not using OTRS) will have to investigate further. How do I get all the valuable work that my helpdesk agent has put into the mail correspondence AND notes out of the OTRS system to the 3'rd party, besides copy-pasting a lot? I can print the entire ticket to a pdf, but that's also a bit convoluted. At first, I was simply looking for a "forward" button on the last entry in the article list, but the forward function isn't available on notes, and even if it was, it doesn't look like notes are being forwarded at all. Also, if any attachments we made in the process, I guess they would be needed as well. Is there a way to enable this functionality or am I simply missing something? Thanks a lot. -- /Sune T.

2 1

UPGRADING typo
by Marco Vannini 25 Nov '11

25 Nov '11

Sorry ... posted in OTRS:ITSM... my apologize MV ---------- Forwarded message ---------- From: Marco Vannini <marco.vannini(a)gmail.com> Date: Fri, Nov 25, 2011 at 1:41 PM Subject: UPGRADING typo To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> Hi all, Tryed now rpm upgrade for fedora to 3.1 Reading the UPGRADING there is DATABASE MIGRATION SCRIPT ========================= shell> cat scripts/DBUpdate-to-3.1.pl that should be DATABASE MIGRATION SCRIPT ========================= shell> scripts/DBUpdate-to-3.1.pl or I'm wrong ? Thank you and cheers ! MV

2 1

Show email address AND realname instead of realname only
by Ralf Hildebrandt 24 Nov '11

24 Nov '11

When looking at a ticket, I'm seeing: From: Bessert, Jan To: VPN-Administrator, Mallach, Michael Cc: Lizenzmanagement (lizenzmanagement(a)charite.de) Attachment: smime.p7s , 5.6 KBytes Can I make OTRS show me the sender's email address instead of just his realname? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

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Response
by Jean BROW 23 Nov '11

23 Nov '11

Hi all, In a response template I want it to be like this: Dear customer, We confirm that you have been deleted DD.MM.YYY at 19:01 time. What can I use on the template to get this? Anyone know?

2 1

gender specific salutation possible?
by Ralf Hildebrandt 23 Nov '11

23 Nov '11

We're using OTRS 3.0.11. We'd like to know if it's possible to make the the salutation gender specific: Currently we use: $QData{"Salutation"} which results in Sehr geehrte(r) Böcke Thomas, Our LDAP server does indeed contain gender attributes. Is there a way of using a proper salutation depending on the gender retrieved from LDAP? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

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Re: [otrs] How to link a computer and a customer :: otrs Digest, Vol 38, Issue 20
by Anna Brakoniecka 22 Nov '11

22 Nov '11

Message: 5 > Date: Wed, 19 Oct 2011 16:54:08 +0200 > From: Loic Baron <loic.baron(a)cnrs-dir.fr> > Subject: [otrs] How to link a computer and a customer ? > To: otrs(a)otrs.org > Message-ID: <4E9EE490.7020702(a)cnrs-dir.fr> > Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" > > How to link a computer (CI) and a customer ? > I don't know how to do that... > > If i assign the login of the customer in the owner field of the CI > computer, it doesn't display the computer in the tickets of the client. > The Customer Number is used for the name of the company. > > Can you help me ? Hi there, this is one of the standard features of KIX4OTRS, a wide OSS / extension and package in the meaning of OTRS. If you install it, you may match customer data with related CIs. The good news are: 1) this matching is active within many different fields, f.e. while creating a new ticket, while searching after customer within the customer info dashboard and in the ticket view (next to involved persons) and CI view (automatic connection). If you need some screenshots, just contact us. Demo system is available online. http://demo-otrs.cape-it.de/ Download is available online. http://www.cape-it.de/current-kix4otrs.html Kind regards, Anna - - - - - - - - - - - - - - - Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- An:otrs@otrs.org; Von:otrs-request@otrs.org Gesendet:Di 15.11.2011 18:03 Betreff:otrs Digest, Vol 38, Issue 20 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: Event Notification Timeunits (Gerald Young) 2. Re: Receive email, ignore it and don't re-open ticket (Gerald Young) 3. Re: link a computer and a customer :: otrs Digest, Vol 37, Issue 26 (Anna Brakoniecka) 4. DBI:ODBC performance for MSSQL (Hugh Kelley) 5. Re: link a computer and a customer :: otrs Digest, Vol 37, Issue 26 (Nils Leideck) ---------------------------------------------------------------------- Message: 1 Date: Tue, 15 Nov 2011 08:48:16 -0500 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Event Notification Timeunits To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oULpPzmP-AqDQbXmPz7FTFFLNggUMx+ZwuQebmtMphr4SA(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" This might be nasty, I think you should be able to add this in System/Ticket.pm $Ticket{TicketAccountedTime} = $Self->TicketAccountedTimeGet(TicketID => $Ticket{TicketID}); before # cleanup time stamps (some databases are using e. g. 2008-02-25 22:03:00.000000 and then you'll be able to use <OTRS_TICKET_TicketAccountedTime> as an entry. Note that this now adds sql overhead (a tiny(?) bit) but ... 2011/11/10 M?rton Kriszti?n <marton.krisztian(a)office.mta.hu> > Hi**** > > ** ** > > I would like to make a new Event Notification to customer with Timeunits > value. > I tried the following ways, but none succeeded:**** > > <OTRS_TICKET_Accountedtime>**** > > <OTRS_TICKET_Timeunits>**** > > <OTRS_TICKET_Accountedtime>**** > > <OTRS_TICKET_NeedAccountedTime>**** > > ** ** > > anyone has ideas?**** > > ** ** > > Thank You**** > > Krisztian**** > > ** ** > > -- > Ezen uzenet virusellenorzesen esett at, es virusmentesnek bizonyult. > > --------------------------------------------------------------------- > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111115/2d854bc2/attachme…> ------------------------------ Message: 2 Date: Tue, 15 Nov 2011 08:52:34 -0500 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Receive email, ignore it and don't re-open ticket To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUL=HocK4_7jg-d9Jj3NmH6F7EtfDSHA1_B-zByN1ta0VQ(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" http://forums.otrs.org/viewtopic.php?f=62&t=11184 On Fri, Nov 11, 2011 at 8:29 AM, Muhammad El-Sergani <msergani(a)gmail.com>wrote: > Hello Robert, > > I checked the link, and yes it definitely will help.. thanks a lot! > In my case it's not out of office only, but also "Ticket closed" and such. > > Thanks > //M > > > > On Fri, Nov 11, 2011 at 3:15 PM, Robert Poreba < > poreba.robert(a)googlemail.com> wrote: > >> Hi Muhammad, >> >> This is what I found yesterday: >> >> http://blog.otrs.org/2010/10/22/dont-let-out-of-office-emails-change-your-t… >> >> It's for out-of-office replies but probably can be tweaked. >> I haven't tried it yet but I will as we need something similar. >> >> -- >> Regards, >> Robert >> >> On Fri, Nov 11, 2011 at 12:28 PM, Muhammad El-Sergani <msergani(a)gmail.com >> > wrote: >> >>> Dear list, >>> >>> Is it possible to define a new Postmaster Filter that would allow >>> receiving an email to a closed ticket, add it to the list of emails, but >>> not re-open the ticket? >>> Currently I'm able to use the normal X-OTRS-ignore flag, but that will >>> not add the email to the closed ticket, it will just delete it. >>> >>> Thanks >>> //M >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > > --------------------------------------------------------------------- > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111115/53a73cf4/attachme…> ------------------------------ Message: 3 Date: Tue, 15 Nov 2011 16:51:56 +0100 From: Anna Brakoniecka <anna.brakoniecka(a)cape-it.de> Subject: Re: [otrs] link a computer and a customer :: otrs Digest, Vol 37,Issue 26 To: otrs(a)otrs.org <otrs(a)otrs.org> Message-ID: <vmime.4ec28a9c.3a5a.9a3922441cf89e5c(a)zarafa.cape-it.de> Content-Type: text/plain; charset="windows-1252" Hi there, ? with the KIX4OTRS (free and Open Source package of extensions compatble with the OTRS), you can easily do it. When the CIs and a customer are matched, then you see the user-related CIs within the ticket view. Additionally, within the customer search you see automatically the related CIs as well after you select a customer. If you need more information about it or screenshots, contact us. You can download KIX and try it, of course, too: http://www.cape-it.de/current-kix4otrs.html ? regards, Anna ? -----Urspr?ngliche Nachricht----- An:otrs@otrs.org; Von:otrs-request@otrs.org Gesendet:Mi 19.10.2011 18:03 Today's Topics: ? 5. ?How to link a computer and a customer ? (Loic Baron) ---------------------------------------------------------------------- Message: 5 Date: Wed, 19 Oct 2011 16:54:08 +0200 From: Loic Baron <loic.baron(a)cnrs-dir.fr> Subject: [otrs] How to link a computer and a customer ? To: otrs(a)otrs.org Message-ID: <4E9EE490.7020702(a)cnrs-dir.fr> Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" How to link a computer (CI) and a customer ? I don't know how to do that... If i assign the login of the customer in the owner field of the CI computer, it doesn't display the computer in the tickets of the client. The Customer Number is used for the name of the company. At the same time, the number of open tickets displayed in the client infos of the ticket page is the number of tickets for the company. I would prefer to have the number of open tickets for the client. Can you help me ? -- BARON Lo?c (01 44 96 49 46) loic.baron(a)cnrs-dir.fr <mailto:loic.baron@cnrs-dir.fr> CNRS - D?l?gation Paris Michel Ange SSI (Service des Syst?mes d'Information) -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111019/5e24b45f/attachme…> ? ? ? ? Viele Gr??e, Anna Brakoniecka ? ? - - - - - - - - - - - - - - -? ? Anna Brakoniecka c.a.p.e.?IT??GmbH?-?...cape?it?easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel:?+49?371?5347?620 Fax:?+49?371?5347?625 AG?Chemnitz?-?HRB?23192 Gesch?ftsf?hrer?Rico?Barth,?Thomas?Maier -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111115/317fac2c/attachme…> ------------------------------ Message: 4 Date: Tue, 15 Nov 2011 10:54:58 -0500 From: Hugh Kelley <hugh.kelley(a)gmail.com> Subject: [otrs] DBI:ODBC performance for MSSQL To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CA+nDRffKG_A6j=iOn1QHUrb2qaSByBkJ3mkjiF7LAzC6MSc9Dw(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Has anyone been following (and better still, testing), the changes to DBD::ODBC (post 1.23_4)? Presumably these were meant to improve the performance of SQL statement preparation for MSSQL via ODBC. http://www.martin-evans.me.uk/node/65 http://grokbase.com/t/lists.scsys.co.uk/dbix-class/2010/04/dbix-class-new-e… http://search.cpan.org/~mjevans/DBD-ODBC/Changes#___top Hugh -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111115/c7530760/attachme…> ------------------------------ Message: 5 Date: Tue, 15 Nov 2011 18:00:59 +0100 From: Nils Leideck <nils.leideck(a)leidex.net> Subject: Re: [otrs] link a computer and a customer :: otrs Digest, Vol 37,Issue 26 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <3C06DAC5-C871-4E8C-95E3-CCE65E69461F(a)leidex.net> Content-Type: text/plain; charset="us-ascii" Or you can just the original and maintained OTRS own module presented here: http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-… ;-) Tons of choices Cheers, Nils On 15.11.2011, at 16:51, Anna Brakoniecka wrote: > with the KIX4OTRS (free and Open Source package of extensions compatble with the OTRS), you can easily do it. > When the CIs and a customer are matched, then you see the user-related CIs within the ticket view. Additionally, within the customer search you see automatically the related CIs as well after you select a customer. > If you need more information about it or screenshots, contact us. You can download KIX and try it, of course, too: > http://www.cape-it.de/current-kix4otrs.html -- Cheers, Nils http://webint.cryptonode.de / a Fractal project -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111115/5b224ec3/attachme…> ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 38, Issue 20 ************************************

1 0

Forward ticket
by claude 20 Nov '11

20 Nov '11

Hi, I would like to know if it's possible for one agent to bounce or forward all ticket's history and attachments to external address ? Thanks and regards , Claude

2 1

Response template
by Jean BROW 19 Nov '11

19 Nov '11

Hi all, I want to create a response template thats include date and time when the template was sent. Example: Dear customer, We confirm that you have been deleted DD.MM.YYY at 19:01 time. What can I use on the template to get this? Anyone know?

2 1

Event Notification Timeunits
by Márton Krisztián 18 Nov '11

18 Nov '11

Hi I would like to make a new Event Notification to customer with Timeunits value. I tried the following ways, but none succeeded: <OTRS_TICKET_Accountedtime> <OTRS_TICKET_Timeunits> <OTRS_TICKET_Accountedtime> <OTRS_TICKET_NeedAccountedTime> anyone has ideas? Thank You Krisztian -- Ezen uzenet virusellenorzesen esett at, es virusmentesnek bizonyult.

2 2

Several config.pm
by Juan Manuel Clavero Almirón 18 Nov '11

18 Nov '11

Hello, I have 3 otrs environments: test, pre-production and production. Some of the config options in my Config.pm files are environment-specific and others are the same for all 3 environments (organization-specific). ¿Could I have two config files in each installation, one with the organization options and the other with the environment-specific options? Juan Clavero Almirón Gestiò d’Identitats, Firma i Custòdia Oficina de Tecnologies, Informació i Comunicacions (OTIC) Servei de Salut de les Illes Balears C/ de les Escoles, s/n - 07181 Bendinat - Mallorca Telf. +34 971.42.65.30

1 0

Change Management
by Wagner 18 Nov '11

18 Nov '11

Hello, could anyone explain me, how does otrs works with Change Management? thanks

4 10

DBI:ODBC performance for MSSQL
by Hugh Kelley 16 Nov '11

16 Nov '11

Has anyone been following (and better still, testing), the changes to DBD::ODBC (post 1.23_4)? Presumably these were meant to improve the performance of SQL statement preparation for MSSQL via ODBC. http://www.martin-evans.me.uk/node/65 http://grokbase.com/t/lists.scsys.co.uk/dbix-class/2010/04/dbix-class-new-e… http://search.cpan.org/~mjevans/DBD-ODBC/Changes#___top Hugh

2 3

Knowledge base?
by Gadow, Shawn 15 Nov '11

15 Nov '11

Is there an addon or anything to add a knowledge base to OTRS?.. We would like to be able to document internal processes/how-to's within OTRS itself rather than in a separate system.. I understand I could create a new queue and place the information in new tickets in that queue.. but I would rather if there was say a separate tab for knowledge base unrelated to queues/tickets as to not skew reporting Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

2 1

Re: [otrs] link a computer and a customer :: otrs Digest, Vol 37, Issue 26
by Anna Brakoniecka 15 Nov '11

15 Nov '11

Hi there, with the KIX4OTRS (free and Open Source package of extensions compatble with the OTRS), you can easily do it. When the CIs and a customer are matched, then you see the user-related CIs within the ticket view. Additionally, within the customer search you see automatically the related CIs as well after you select a customer. If you need more information about it or screenshots, contact us. You can download KIX and try it, of course, too: http://www.cape-it.de/current-kix4otrs.html regards, Anna -----Ursprüngliche Nachricht----- An:otrs@otrs.org; Von:otrs-request@otrs.org Gesendet:Mi 19.10.2011 18:03 Today's Topics: 5. How to link a computer and a customer ? (Loic Baron) ---------------------------------------------------------------------- Message: 5 Date: Wed, 19 Oct 2011 16:54:08 +0200 From: Loic Baron <loic.baron(a)cnrs-dir.fr> Subject: [otrs] How to link a computer and a customer ? To: otrs(a)otrs.org Message-ID: <4E9EE490.7020702(a)cnrs-dir.fr> Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" How to link a computer (CI) and a customer ? I don't know how to do that... If i assign the login of the customer in the owner field of the CI computer, it doesn't display the computer in the tickets of the client. The Customer Number is used for the name of the company. At the same time, the number of open tickets displayed in the client infos of the ticket page is the number of tickets for the company. I would prefer to have the number of open tickets for the client. Can you help me ? -- BARON Lo?c (01 44 96 49 46) loic.baron(a)cnrs-dir.fr <mailto:loic.baron@cnrs-dir.fr> CNRS - D?l?gation Paris Michel Ange SSI (Service des Syst?mes d'Information) -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111019/5e24b45f/attachme…> Viele Grüße, Anna Brakoniecka - - - - - - - - - - - - - - - Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

2 1

Receive email, ignore it and don't re-open ticket
by Muhammad El-Sergani 15 Nov '11

15 Nov '11

Dear list, Is it possible to define a new Postmaster Filter that would allow receiving an email to a closed ticket, add it to the list of emails, but not re-open the ticket? Currently I'm able to use the normal X-OTRS-ignore flag, but that will not add the email to the closed ticket, it will just delete it. Thanks //M

3 3

Drop/Ignore emails with manipulated FROM headers
by Muhammad El-Sergani 14 Nov '11

14 Nov '11

Hi all, I'm sure many of you have encountered this case with some of your customers/vendors/partners. Sometimes when we email a certain customer, their ticketing system sends back an email with a manipulated FROM header, sending back what we originally sent. Let me break this down. Our company is www.example.com. We send an email to www.abc.com. Our sender address is support(a)example.com, and their's is support(a)abc.com. Original email: From: "EXAMPLE SUPPORT" <support(a)example.com> To: "ABC SUPPORT" <support(a)abc.com> Subject: WHATEVER Body: "Bla Bla Bla" Return email (almost instantly): From: "EXAMPLE SUPPORT" <support(a)abc.com> To: "EXAMPLE SUPPORT" <support(a)example.com> Subject: Re:WHATEVER Body: "Bla Bla Bla" Is it possible to drop or ignore this email? In other words, which Postmaster filter should be applied to query for both the name and the address? Thanks //M

2 1

Incident owner option
by Neil Simpson 11 Nov '11

11 Nov '11

Hello, We need a mechanism to assign an incident owner to an OTRS ticket and to assign a date for when customer feedback is required. Both fields must be optional as we are only concerned with using these for cases where customer feedback is required by a certain time. The use case is as follows: (1) Ticket is created and the creator will need to give the next feedback tot he customer by a certain date (like tonight) (2) The creator assigns himself as the incident owner and sets the date to be today (3) Ticket goes to the 3rd level support queue for investigationw (4) At the end of the day, someone in Support runs a query for all trades that require feedback today and reminds the incident owner that he must respond (5) Incident owner sends feedback (or someone else, if the incident owner is not around) (6) The Incident owner adjusts the date on the ticket to the next time that feedback is required (say, tomorrow) (7) Go back to step 4 and loop continuously until the 3rd level team resolve the issue. is there any such feature or must we create our own system to achieve this? thanks Neil

1 0

Customer with multiple IDs (Company tickets) function not wok with LDAP
by Márton Krisztián 11 Nov '11

11 Nov '11

Hi, I would like to use the Customer with multiple IDs (Company tickets) function. I managed to at least a description: http://doc.otrs.org/2.3/en/html/x1638.html I put the config.pm into the LDAP section of the ['UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var','', 0], row, already appear in the second_customer_ids in users manu, but they can't see each other tickets to the company tab. What else should I set? Thank You Krisztian -- Ezen uzenet virusellenorzesen esett at, es virusmentesnek bizonyult.

2 2

Subject size/length
by Sune T. Tougaard 11 Nov '11

11 Nov '11

Hi all, Instead of trying to educate all of my users, I'd like to increase the size of the "Subject" field in the OTRS interface. Meaning: I'd like to make sure that no matter how the ticket is created, I'm able to see the full subject in the agent/customer interface. I think I found some articles for earlier version describing how to create a new theme, I think, to allow for larger subject lengths. I'm guessing I'm missing an option somewhere. Can anyone point me in the right direction? Thanks. -- /Sune T.

4 6

ckeditor fonts
by jp.shi 11 Nov '11

11 Nov '11

Hi, I installed a few fonts those contain Chinese glyphs on linux platform. my question is how can I add these fonts to RichText of ckeditor. Thanks, Mshi

2 2

Notification mails sent with incorrect sender address
by Ralf Hildebrandt 10 Nov '11

10 Nov '11

We have defined (within Framework -> Core): NotificationSenderName = OTRS Benachrichtigung NotificationSenderEmail = otrs@<OTRS_CONFIG_FQDN> Yet notification mails are sent like this: Date: Thu, 3 Nov 2011 10:18:09 +0100 From: OTRS Benachrichtigung <webmaster(a)charite.de> To: ralf.hildebrandt(a)charite.de Subject: [GB-IT#2011110310000112] New ticket notification! (Test der Benachric [...]) X-Mailer: OTRS Mail Service (3.0.11) Is this a known bug? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

2 6

Easily switch user when logged in via Kerberos
by Anselm Strauss 10 Nov '11

10 Nov '11

Hi, is it possible when using single sign on with kerberos that a user can logout and enter username/password to login as a different user? I can also login with LDAP to a Windows AD, as I can with Kerberos. So can OTRS offer a choice on login to either use the current Kerberos credentials from the browser or to enter a username/password for an arbitrary user? Thanks, Anselm

2 1

Lock/Unlock vs Locked/Unlocked
by Juan Manuel Clavero Almirón 09 Nov '11

09 Nov '11

Hello, as I’m customizing OTRS to fit my company, I’ve hit a problem in the use of Lock/Unlock: this words may be noun or verb, but they cannot be adjectives. But they are used as such in the Ticket Information section. Maybe this is not a big difference in German or in English, but in Spanish it’s definitely strange, wrong. I’ve manually changed this lock states in MySQL (otrs.ticket_lock_type), but it starts failing because you can use the method ‘LockLookup’ with ‘LockID’ (which would be the ID in the MySQL table) or with ‘Lock’ (by the name). Here are my questions: a) Is possible to force ‘LockLookup’ only accepting ‘LockID’? Why does OTRS need to know the name of the lock states to find them? b) Is possible to make the distinction between Lock/Unlock and Locked/Unlocked in another way? Juan Clavero Almirón Gestiò d’Identitats, Firma i Custòdia Oficina de Tecnologies, Informació i Comunicacions (OTIC) Servei de Salut de les Illes Balears C/ de les Escoles, s/n - 07181 Bendinat - Mallorca Telf. +34 971.42.65.30

3 4

Help add new fields in agentticketcompose Module
by Oscar Hernandez 08 Nov '11

08 Nov '11

Hello, How can i add fields queue, Sla, type and priority into the agentticketcompose module? Currently I have added the fields in agentticketcompose.pm and agentticketcompose.dtl but not shown on the page html the fields added, I wrote in the forum but have not posted the answer, I have read manual developer 2.4 but do not help me in my problem. Regards.

2 2

(no subject)
by Oscar Hernandez 04 Nov '11

04 Nov '11

Hello, how can i add the queue, Sla, type and priority dropdown field into the agentticketcompose module? Now, I add fields in agentticketcompose.pm but don't display in html Regards

1 0

Translate Out of office
by Carlos Andrés Gallego Arboleda 04 Nov '11

04 Nov '11

Hi, I have a issue wen try to translate the 'out of office till' => 'Fuera de la oficina hasta', I have modify the Language/es.pm just next of 'Undo' => 'Deshacer', 'Redo' => 'Rehacer', But the translation does't work on the front end. Any Ideas?

2 2

Customers creates by postmaster not seen in AdminCustomerUser
by Thomas Bouffon 04 Nov '11

04 Nov '11

Hi, I am new to OTRS, and after a lot of googling, I cannot find why what I'm trying to do does not work. I have set up ticket creation through email via pop3. That works fine. But the customer created via this process does not apper in the main customers list, so I cannot edit its information. What am I doing wrong ? Thanks, Thomas

3 3

How to use the return value from an external script in a PostMaster filter?
by Danny Froberg 04 Nov '11

04 Nov '11

Hi folks, Been scratching my head for a while now so thought i'd ask you guys. I have a little script that basically looks up a numeric CustomerNo from a database and returns it to stdout, and if it's can't find one it will spit out the domain part of the senders email address. So far so good, I've been googling like mad to find a reference to using return values other than true/false when setting a header; # Job Name: 6-FindCustomerNo $Self->{'PostMaster::PreFilterModule'}->{'6-FindCustomerNo'} = { Module => 'Kernel::System::PostMaster::Filter::CMD', CMD => '/opt/otrs/contrib/find_customer', Set => { 'X-OTRS-CustomerNo' => '???', }, }; What would the proper syntax be? Best regards Danny Froberg

2 2

otrs.CheckModules.pl error
by Robert Butler 04 Nov '11

04 Nov '11

Hello, I'm seeing the following error when I run otrs.CheckModules.pl from the command line: *Use of uninitialized value in concatenation (.) or string at ./ otrs.CheckModules.pl line 402.* Line 402 of otrs.CheckModules is: *print "ok (v$Version)\n";* My system: - OTRS 3.0.11 - OS CentOS 5.6 Here's the full output of otrs.CheckModules.pl: o CGI............................ok (v3.50) o Crypt::PasswdMD5...............ok (v1.3) o CSS::Minifier..................ok (v0.01) o Date::Format...................ok (v2.22) o Date::Pcalc....................ok (v1.2) o DBI............................ok (v1.616) o DBD::mysql.....................ok (v4.018) o Digest::MD5....................ok (v2.36) o Digest::SHA::PurePerl..........ok (v5.48) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o GD.............................ok (v2.45) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o JavaScript::Minifier...........ok (v1.05) o JSON...........................ok (v2.50) o JSON::PP....................ok (v2.27103) o JSON::XS....................ok (v2.3) o LWP::UserAgent.................ok (v2.033) o Mail::Internet.................ok (v2.07) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............Not installed! (Optional - Required for POP3 SSL connections.) o MIME::Base64...................ok (v3.07) o MIME::Tools....................ok (v5.428) o ModPerl::Util..................ok (v2.000004) o Apache::DBI.................ok (v1.09) o Apache2::Reload.............ok (v0.11) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.28) o Net::IMAP::Simple..............ok (v1.2017) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.15) o Net::SMTP::SSL..............ok (v1.01) o Net::SMTP::TLS::ButMaintainedNot installed! (Optional - Required for TLS/SMTP connections.) o Net::LDAP......................ok (v0.33) o PDF::API2......................ok (v0.73) *Use of uninitialized value in concatenation (.) or string at ./ otrs.CheckModules.pl line 402.* o Compress::Zlib..............ok (v) o SOAP::Lite.....................Not installed! (Optional - Required for the SOAP interface.) o Text::CSV......................ok (v1.21) o Text::CSV_PP................ok (v1.29) o Text::CSV_XS................ok (v0.81) o XML::Parser....................ok (v2.34)

2 2

New Out of Memory error.
by Martin Rheumer 03 Nov '11

03 Nov '11

All, I am very new to otrs ( coming back to it after many years ). Our install here is failing to send emails out this morning with the following error : [Fri Nov 4 08:29:11 2011][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: 'QUEUENAME' Set param 'X-OTRS-Queue' to 'QUEUENAME ' (Message-ID: <!&!AAAAAAAAAAAYAAAAAAAAAMAecSFmcr1EkjK012t9RbvCgAAAEAAAANsJMEIbkNpHsHkd2rJdnqoBAAAAAA==(a)enduser.com>) [Fri Nov 4 08:29:11 2011][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2011110401000021/RE: Order Proce] created (TicketID=771,Queue= QUEUENAME ,Priority=3 normal,State=new) [Fri Nov 4 08:29:11 2011][Error][Kernel::System::Email::Sendmail::Send][81] Can't send message: Cannot allocate memory! [Fri Nov 4 08:29:11 2011][Info][Kernel::System::Email::Send] Error sending message Is there a set limit etc in otrs that may cause this, or is this a system issue ? Any help appreciated. ie RTFM etc ! Thanks Martin

2 1

Few questions about OTRS!!
by Tukaram.Dhage＠ril.com 03 Nov '11

03 Nov '11

Hi, Is there a way to integrate MS SCCM inventory into OTRS CMDB? Also how do you scroll the customers page by page? Thanks and Regards, Tukaram Dhage RCP 2B GF, WS105 Contact - +91-22-447-74108, +91-9004578525 "Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s). are confidential and may be privileged. If you are not the intended recipient. you are hereby notified that any review. re-transmission. conversion to hard copy. copying. circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient. please notify the sender immediately by return email. and delete this message and any attachments from your system. Virus Warning: Although the company has taken reasonable precautions to ensure no viruses are present in this email. The company cannot accept responsibility for any loss or damage arising from the use of this email or attachment."

1 0

Re: [otrs] help me
by Nathan Unsworth 29 Oct '11

29 Oct '11

Run the command under sudo. Ekram <chutygolpo(a)gmail.com> wrote: Hi, When i am running the database check i found the following error. It is a fresh installation on debian6. root@newotrs:/opt/otrs# perl -w /opt/otrs/bin/otrs.CheckDB.pl DBD::Pg::st execute failed: ERROR: permission denied for relation valid at /opt/otrs/Kernel/System/DB.pm line 553. ERROR: OTRS-otrs.CheckDB.pl-10 Perl: 5.10.1 OS: linux Time: Sat Oct 29 16:15:26 2011 Message: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Traceback (21481): Module: /opt/otrs/bin/otrs.CheckDB.pl (v1.3) Line: 64 DBD::Pg::st fetchrow_array failed: no statement executing at /opt/otrs/Kernel/System/DB.pm line 616. No initial inserts found! Please help me.

1 0

help me
by Ekram 29 Oct '11

29 Oct '11

Hi, When i am running the database check i found the following error. It is a fresh installation on debian6. root@newotrs:/opt/otrs# perl -w /opt/otrs/bin/otrs.CheckDB.pl DBD::Pg::st execute failed: ERROR: permission denied for relation valid at /opt/otrs/Kernel/System/DB.pm line 553. ERROR: OTRS-otrs.CheckDB.pl-10 Perl: 5.10.1 OS: linux Time: Sat Oct 29 16:15:26 2011 Message: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Traceback (21481): Module: /opt/otrs/bin/otrs.CheckDB.pl (v1.3) Line: 64 DBD::Pg::st fetchrow_array failed: no statement executing at /opt/otrs/Kernel/System/DB.pm line 616. No initial inserts found! Please help me.

2 1

Frontend::RichText
by Steven Carr 29 Oct '11

29 Oct '11

Hi all, Quick question regarding RichText... We currently have "Core::Web::Frontend::RichText" set to "No" as I do not want replies from our helpdesk sent in Rich Text, however this option disables the viewing of emails sent to us in HTML and converts them to plain text. Is there a way to still view incoming emails that are sent in HTML but compose replies in plain text? Thanks Steve

1 0

Iphone App
by dave.wojo 28 Oct '11

28 Oct '11

Anyone know how to setup the iphone app to allow entry of an outbound phone call to customer?

1 0

Ticket Notifications
by Garabed Yegavian 28 Oct '11

28 Oct '11

If I would like to have everyone in my technical support group notified whenever there is any change/update to a ticket. How do I need to set my notification event so that this occurs? Currently I have the following settings: Notification Group - "Technical Support" Event - I am not sure what to select here, I need it to notify the Technical support group anytime there is anything going on with this ticket. :| Subject - <OTRS_AGENT_SUBJECT> Text - <OTRS_AGENT_BODY> Thank you, Garabed Yegavian [cid:image001.png@01CC9562.624A6C80]<http://www.firelinebroadband.com/> 323.465.6772 x3414

1 0

No Permission to use this frontend module!
by Arturo Castro 27 Oct '11

27 Oct '11

Hi this is my first post. I've searched previous posts and googled for this issue, but I can't get a solution yet. the issue is that when a customer clicks over a ticket, instead of it, an error message is displayed: ******************************************************************************************** Oops! An Error occurred. Error Message: No Permission to use this frontend module! Please contact your administrator. <![CDATA[ Message: No Permission to use this frontend module! Comment: Please contact your administrator Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Oct 21 16:13:10 2011 Message: No Permission to use this frontend module! Traceback (32414): Module: Kernel::System::Web::InterfaceCustomer::Run (v1.56.2.5) Line: 897 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.43.2.1) Line: 46 " ]]> You canSend a bugreport or go back to the previous page. Error Details: Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Oct 21 16:13:10 2011 Message: No Permission to use this frontend module! Traceback (32414): Module: Kernel::System::Web::InterfaceCustomer::Run (v1.56.2.5) Line: 897 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.43.2.1) Line: 46 ******************************************************************************************** I have been reviewing the System parameters for a couple of days, but I still don't find where the permission got lost... I'd appreciate any help... Thanks! Arturo

3 3

Iphone App
by Dave Wojciechowski 27 Oct '11

27 Oct '11

I may just be missing it but how do you log a phone call in the Iphone app? Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

1 1

how to disable email for new tickets to customers?
by Wagner 26 Oct '11

26 Oct '11

I would like to disable the function to send e-mail to customers when tickets are created only the agent should receive it Thanks

3 5

Default ticket states
by Juan Manuel Clavero Almirón 26 Oct '11

26 Oct '11

Hello, There is a hint message in AdminState.dtl that says: 'Take care that you also updated the default states in you Kernel/Config.pm!' But I don’t see any helpful information in doc.otrs.org nor any type state config in defaults.pm file. Can anyone explain me this hint and how should I follow it? Kind regards, Juan Clavero

2 1

Using GenericAgent/Notifications to bounce messages from a certain queue
by Stefan Piegsa 26 Oct '11

26 Oct '11

Hello, I'm running OTRS 3.0.11. I have a queue named "Spam" where spam messages that are received in OTRS are manually put into. Now I would like to have GenericAgent bounce these spam messages to SpamCop using my submit.xxx(a)spam.spamcop.net address. Is this possible with GenericAgent or Notifications? Thanks! -- Best Regards, Stefan Piegsa

1 0

Export FAQ?
by Lemp, Chee-Ling 25 Oct '11

25 Oct '11

Hi, I was wondering if it is possible to export FAQ articles and, if so, what format are they in? Thanks, Chee-Ling Lemp

2 2

Ticket print issue
by Sune T. Tougaard 25 Oct '11

25 Oct '11

Hi, When i print a ticket to PDF, there's a "printed by..." headline that's giving me some issues. It's created as a link in the PDF, and it looks like: "printed by Sune T. Tougaard (<e-mail address>)[..]" The link is a mailto: link, but the address that ends up in the "To:" field when clicking it, is: "<e-mail address>)[..]" That doesn't look like a valid email to me. Other mailto: links in the PDF (CustomerID, Email, From:) works as supposed to. Any ideas? The only customization that has been made to the report, is the logofile. -- /Sune T.

2 1

Paul Andurnache is out of the office.
by Paul.Andurnache＠aviva.ro 25 Oct '11

25 Oct '11

I will be out of the office starting 25.10.2011 and will not return until 26.10.2011. I will respond to your message when I return. For any urgent issues send your request at helpdesk(a)aviva.ro

1 0

send auto reply after ticket close
by Márton Krisztián 21 Oct '11

21 Oct '11

Hi, I would like to create an automatic reply message when the admin closes a customer-ticket the system to send an email to the user to about fact of close. In Auto Response Management I not find a option what can I use it. Only (follow up, reject,reject/new ticket) option. If a make a new auto response I can't set that send it after close. Thank you, Krisztian -- Ezen uzenet virusellenorzesen esett at, es virusmentesnek bizonyult.

2 3

RV: show customer info on agent interface
by DM_Julio Angulo 21 Oct '11

21 Oct '11

Hello, i add a new field on BD BD called department, but would be reflected as additional data, as I can show this.. thanks Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

1 0

Acl question
by Wagner 21 Oct '11

21 Oct '11

Hello, I'm trying to create a ACL based on the UserComment to limit the SLA that could be set is there a way to do this?

2 1

Re: [otrs] otrs Digest, Vol 37, Issue 28
by Garabed Yegavian 20 Oct '11

20 Oct '11

I don't seem to have Ticket::Frontend::AgentTicketNote ? I have view note? Thank you, Garabed Yegavian 323.465.6772 x3414 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, October 20, 2011 5:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 37, Issue 28 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 Assignment (Roy Kaldung) ---------------------------------------------------------------------- Message: 1 Date: Wed, 19 Oct 2011 17:15:40 -0700 From: Roy Kaldung <roy(a)kaldung.com> Subject: Re: [otrs] Ticket Assignment To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4E9F682C.2090402(a)kaldung.com> Content-Type: text/plain; charset=ISO-8859-1 On 10/19/11 4:14 PM, Garabed Yegavian wrote: > Is there a way to have a group get all emails from a ticket. I do not > want the communication to get locked between one person rather have it > be a group effort in solving the issues. We are using this internally only. > > > > Example: If I create a ticket I want it to broadcast to all technical > people in the group. I want anyone to be able add to that ticket and > when they do it should update the whole team. It seems as if the > communication gets locked between the creator and the owner Hi, for allowing a group to add to a ticket check for RequiredLock in the SysConfig, e.g. Ticket::Frontend::AgentTicketNote###RequiredLock and set it to No. For updating the team use the NotificationEvents like ArticleCreate, ArticleSend etc. hth, Roy -- Roy Kaldung e-mail: roy(a)kaldung.com ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 37, Issue 28 ************************************

3 2

AD and DB
by Wagner 20 Oct '11

20 Oct '11

Hello, The customer info that is retrieved by the Active Directory, is stored somewhere in the database? I needed to make a select that get the UserComment from a ticket Thanks

2 1

Ticket Assignment
by Garabed Yegavian 20 Oct '11

20 Oct '11

Is there a way to have a group get all emails from a ticket. I do not want the communication to get locked between one person rather have it be a group effort in solving the issues. We are using this internally only. Example: If I create a ticket I want it to broadcast to all technical people in the group. I want anyone to be able add to that ticket and when they do it should update the whole team. It seems as if the communication gets locked between the creator and the owner Is this possible? Thank you, Garabed Yegavian [cid:image001.png@01CC8E7A.087A7860]<http://www.firelinebroadband.com/> 323.465.6772 x3414

2 1

company client
by DM_Julio Angulo 19 Oct '11

19 Oct '11

How to used compamy client, on customer interface dont show ticket another clients... tnx Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

2 2

login error
by Ekram 19 Oct '11

19 Oct '11

Hi, I am unable to login using root@localhost/root getting the following error. Please help. Oct 19 10:42:47 newotrs OTRS-CGI-10[31370]: [Error][Kernel::System::Valid::ValidIDsGet][Line:215]: ERROR: permission denied for relation valid, SQL: 'SELECT id FROM valid WHERE name = ?' Oct 19 10:42:47 newotrs OTRS-CGI-10[31370]: [Error][Kernel::System::Auth::DB::Auth][Line:95]: ERROR: syntax error at or near ")"#012LINE 1: SELECT pw, id FROM users WHERE valid_id IN ( ) AND log...#012 ^, SQL: 'SELECT pw, id FROM users WHERE valid_id IN ( ) AND login = 'root@localhost'' Oct 19 10:42:47 newotrs OTRS-CGI-10[31370]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost doesn't exist or is invalid!!! (REMOTE_ADDR: 10.251.10.12) Oct 19 10:42:48 newotrs OTRS-CGI-10[31370]: [Error][Kernel::System::User::UserLookup][Line:736]: ERROR: permission denied for relation users, SQL: 'SELECT id FROM users WHERE LOWER(login) = ?' Also getting the following error whey run database check. DBD::Pg::st execute failed: ERROR: permission denied for relation valid at /opt/otrs/Kernel/System/DB.pm line 553. ERROR: OTRS-otrs.CheckDB.pl-10 Perl: 5.10.1 OS: linux Time: Wed Oct 19 10:47:37 2011 Message: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Traceback (32444): Module: /opt/otrs/bin/otrs.CheckDB.pl (v1.4) Line: 71 DBD::Pg::st fetchrow_array failed: no statement executing at /opt/otrs/Kernel/System/DB.pm line 616. /Ekram

2 2

OTRS Browser Survey
by Christopher T. Kuhn 19 Oct '11

19 Oct '11

Dear List, I would kindly ask you to participate in the OTRS Browser Survey (http://www.surveymonkey.com/s/SPJM99P) The intention of this survey is to find out on what Browser we need to focus for new releases and what Browsers can completely be dropped. Thank you very much for your support on this! ((enjoy)) — Christopher T. Kuhn

1 0

How to link a computer and a customer ?
by Loic Baron 19 Oct '11

19 Oct '11

How to link a computer (CI) and a customer ? I don't know how to do that... If i assign the login of the customer in the owner field of the CI computer, it doesn't display the computer in the tickets of the client. The Customer Number is used for the name of the company. At the same time, the number of open tickets displayed in the client infos of the ticket page is the number of tickets for the company. I would prefer to have the number of open tickets for the client. Can you help me ? -- BARON Loïc (01 44 96 49 46) loic.baron(a)cnrs-dir.fr <mailto:loic.baron@cnrs-dir.fr> CNRS - Délégation Paris Michel Ange SSI (Service des Systèmes d'Information)

1 0

How can I add a new field to ticket creation page?
by masood ramezani 19 Oct '11

19 Oct '11

Hi I want to force my customers to input their asset number when he wants to create a ticket from customer panel. What should I do?

2 1

Problem after configuring AD authentication
by Wagner 19 Oct '11

19 Oct '11

Hello, I've just configured AD authentication, and is working pretty well, but when a customer logins and tries to create a ticket it redirects to the page http://ip/otrs/customer.pl?Action=CustomerTicketMessage and the page stays blank does anyone knows what could it be? thanks

2 2

Problems with RPC response
by Juan Manuel Clavero Almirón 19 Oct '11

19 Oct '11

Hello, I’m trying to understand how to make RPC requests to OTRS. By now, I’ve been able to make RPC requests with simple answers (such as CustomerUserObject->CustomerName or TicketObject->TicketCreate) but I’m stuck trying to get complex data (such as TicketObject->ArticleGet). I’ve initialized SOAP::Lite with “trace => 'all'”, so I can get debug info. I have two cases. In the first case, I try to get TicketObject->ArticleGet providing ArticleID and UserID. In this case, XML response has the information about the article, but my perl var only has the first component. When I declare the var as an array, it only has one element and it contains the same first component. In the second case, I try to get TicketObject->ArticleGet providing TicketID and UserID. In this case, XML response has the information about the ticket and its 2 articles, but my perl var only has the info about the first article. Can anyone show me how to correctly get this info using RPC? I guess my perl is wrong, but I don’t see where... Next you can see my perl code and the XML response for each case. perl output and debug info has been stripped of redundant lines that are not relevant to the problem case 1: TicketObject->ArticleGet providing ArticleID perl code use SOAP::Lite( 'autodispatch', proxy => 'http://my_host/otrs/rpc.pl' , trace => 'all'); my $User = 'soap_user'; my $Pw = 'soap_password'; my $RPC = Core->new(); my %Article = $RPC->Dispatch( $User, $Pw, 'TicketObject', 'ArticleGet', ArticleID => $_[0], UserID => 1) || die "Failed to get article: $!"; print "size of hash: ". keys (%Article) ."\n"; while ( my ($key, $value) = each( %Article ) ){ print "$key => \n"; print "\t$value\n"; } perl output size of hash: 1 Age => debug info SOAP::Lite::call: () SOAP::Serializer::envelope: () SOAP::Serializer::envelope: new SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Transport::HTTP::Client::send_receive: HTTP::Request=HASH(0x10ecf1c) SOAP::Transport::HTTP::Client::send_receive: POST http://soticprotrs02v.ssib.es/otrs/rpc.pl HTTP/1.1 Accept: text/xml Accept: multipart/* Accept: application/soap SOAP::Lite::call: () SOAP::Serializer::envelope: () SOAP::Serializer::envelope: Dispatch soap_user soap_password TicketObject ArticleGet ArticleID 9 UserID 1 SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Transport::HTTP::Client::send_receive: HTTP::Request=HASH(0x10ea654) SOAP::Transport::HTTP::Client::send_receive: POST http://soticprotrs02v.ssib.es/otrs/rpc.pl HTTP/1.1 Accept: text/xml Accept: multipart/* Accept: application/soap Content-Length: 823 Content-Type: text/xml; charset=utf-8 SOAPAction: "/Core#Dispatch" <?xml version="1.0" encoding="UTF-8"?> <soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"> <soap:Body> <Dispatch xmlns="/Core"> <c-gensym4 xsi:type="xsd:string">soap_user</c-gensym4> <c-gensym6 xsi:type="xsd:string">soap_password</c-gensym6> <c-gensym8 xsi:type="xsd:string">TicketObject</c-gensym8> <c-gensym10 xsi:type="xsd:string">ArticleGet</c-gensym10> <c-gensym12 xsi:type="xsd:string">ArticleID</c-gensym12> <c-gensym14 xsi:type="xsd:int">9</c-gensym14> <c-gensym16 xsi:type="xsd:string">UserID</c-gensym16> <c-gensym18 xsi:type="xsd:int">1</c-gensym18> </Dispatch> </soap:Body> </soap:Envelope> SOAP::Transport::HTTP::Client::send_receive: HTTP::Response=HASH(0x1547ed4) SOAP::Transport::HTTP::Client::send_receive: HTTP/1.1 200 OK Connection: close Date: Wed, 19 Oct 2011 10:08:54 GMT Server: Apache/2.2.3 (CentOS) Content-Length: 11151 Content-Type: text/xml; charset=utf-8 Client-Date: Wed, 19 Oct 2011 10:08:55 GMT Client-Peer: 10.215.240.99:80 Client-Response-Num: 1 SOAPServer: SOAP::Lite/Perl/0.714 <?xml version="1.0" encoding="UTF-8"?> <soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"> <soap:Body> <DispatchResponse xmlns="/Core"> <s-gensym861 xsi:type="xsd:string">Age</s-gensym861> <s-gensym863 xsi:type="xsd:int">782743</s-gensym863> <s-gensym941 xsi:type="xsd:string">ArticleID</s-gensym941> <s-gensym943 xsi:type="xsd:int">9</s-gensym943> </DispatchResponse> </soap:Body> </soap:Envelope> SOAP::Deserializer::deserialize: () SOAP::Parser::decode: () SOAP::SOM::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::SOM::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Transport::HTTP::Client::DESTROY: () SOAP::Parser::DESTROY: () SOAP::Transport::DESTROY: () SOAP::Serializer::DESTROY: () SOAP::Data::DESTROY: () SOAP::Deserializer::DESTROY: () SOAP::Lite::DESTROY: () ------------------------------------------------------- case 2: TicketObject->ArticleGet providing TicketID perl code use SOAP::Lite( 'autodispatch', proxy => 'http://my_host/otrs/rpc.pl' , trace => 'all'); my $User = 'soap_user'; my $Pw = 'soap_password'; my $RPC = Core->new(); my $ArticleIndex = $RPC->Dispatch( $User, $Pw, 'TicketObject', 'ArticleGet', TicketID => 4, UserID => 1) || die "Failed to get article: $!"; print "size of hash: ". keys (%$ArticleIndex) ."\n"; while ( my ($key, $value) = each( %$ArticleIndex ) ){ print "$key => $value\n"; } perl output size of hash: 2 Age => 1044565 ArticleID => 2 debug info SOAP::Lite::call: () SOAP::Serializer::envelope: () SOAP::Serializer::envelope: Dispatch soap_user soap_password TicketObject ArticleGet TicketID 4 UserID 1 SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Transport::HTTP::Client::send_receive: HTTP::Request=HASH(0x10eab94) SOAP::Transport::HTTP::Client::send_receive: POST http://soticprotrs02v.ssib.es/otrs/rpc.pl HTTP/1.1 Accept: text/xml Accept: multipart/* Accept: application/soap Content-Length: 822 Content-Type: text/xml; charset=utf-8 SOAPAction: "/Core#Dispatch" <?xml version="1.0" encoding="UTF-8"?> <soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"> <soap:Body> <Dispatch xmlns="/Core"> <c-gensym4 xsi:type="xsd:string">soap_user</c-gensym4> <c-gensym6 xsi:type="xsd:string">soap_password</c-gensym6> <c-gensym8 xsi:type="xsd:string">TicketObject</c-gensym8> <c-gensym10 xsi:type="xsd:string">ArticleGet</c-gensym10> <c-gensym12 xsi:type="xsd:string">TicketID</c-gensym12> <c-gensym14 xsi:type="xsd:int">4</c-gensym14> <c-gensym16 xsi:type="xsd:string">UserID</c-gensym16> <c-gensym18 xsi:type="xsd:int">1</c-gensym18> </Dispatch> </soap:Body> </soap:Envelope> SOAP::Transport::HTTP::Client::send_receive: HTTP::Response=HASH(0x154802c) SOAP::Transport::HTTP::Client::send_receive: HTTP/1.1 200 OK Connection: close Date: Wed, 19 Oct 2011 09:55:11 GMT Server: Apache/2.2.3 (CentOS) Content-Length: 9034 Content-Type: text/xml; charset=utf-8 Client-Date: Wed, 19 Oct 2011 09:55:12 GMT Client-Peer: 10.215.240.99:80 Client-Response-Num: 1 SOAPServer: SOAP::Lite/Perl/0.714 <?xml version="1.0" encoding="UTF-8"?> <soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"> <soap:Body> <DispatchResponse xmlns="/Core"> <s-gensym1663> <Age xsi:type="xsd:int">1044565</Age> <ArticleID xsi:type="xsd:int">2</ArticleID> </s-gensym1663> <s-gensym1665> <Age xsi:type="xsd:int">1044565</Age> <ArticleID xsi:type="xsd:int">13</ArticleID> </s-gensym1665> </DispatchResponse> </soap:Body> </soap:Envelope> SOAP::Deserializer::deserialize: () SOAP::Parser::decode: () SOAP::SOM::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::SOM::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Transport::HTTP::Client::DESTROY: () SOAP::Parser::DESTROY: () SOAP::Transport::DESTROY: () SOAP::Serializer::DESTROY: () SOAP::Data::DESTROY: () SOAP::Deserializer::DESTROY: () SOAP::Lite::DESTROY: () Kind regards, Juan Clavero Almirón

2 1

Re: [otrs] Generic Agent
by Garabed Yegavian 18 Oct '11

18 Oct '11

I went back to my original server I was using to test but it works so I guess I will just use it for production no biggie. Now the reason why I am struggling through all of this and why I installed OTRS. What I have been trying to do is create a ticket for a Service outage that will alert all the customers that are affected by the outage. So far I have been able to create a ticket and have that ticket sent to all customers under the Service Area X group. I set a pending date on the ticket to the time and day the outage will occur. I create a generic agent that Filters for SUBJECT "Service Outage Notification Los Angeles" and PENDING TIMES "Ticket pending time has reached last 05 minutes". My Ticket Action is to SET NEW STATE "in process". Now the issue I am running into is that it never changes the state to in process. This is killing me! any ideas? Thank you, Garabed Yegavian 323.465.6772 x3414

1 0

Re: [otrs] otrs Digest, Vol 37, Issue 20
by Garabed Yegavian 14 Oct '11

14 Oct '11

I went back to my original server I was using to test but it works so I guess I will just use it for production no biggie. Now the reason why I am struggling through all of this and why I installed OTRS. What I have been trying to do is create a ticket for a Service outage that will alert all the customers that are affected by the outage. So far I have been able to create a ticket and have that ticket sent to all customers under the Service Area X group. I set a pending date on the ticket to the time and day the outage will occur. I create a generic agent that Filters for SUBJECT "Service Outage Notification Los Angeles" and PENDING TIMES "Ticket pending time has reached last 05 minutes". My Ticket Action is to SET NEW STATE "in process". Now the issue I am running into is that it never changes the state to in process. This is killing me! any ideas? Thank you, Garabed Yegavian 323.465.6772 x3414 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, October 13, 2011 5:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 37, Issue 20 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: Generic Agent (Garabed Yegavian) 2. Re: Generic Agent (Rory) 3. Changing the name of a config item calls (Tam?s Becz) 4. Re: Changing the name of a config item calls (Tam?s Becz) ****

1 0

Calendar with half hours
by Ugo Bellavance 14 Oct '11

14 Oct '11

Hi, Is there a way to configure the calendars so that the business hours are 8:30AM - 4:30PM? Thanks, Ugo

2 1

Reg:OTRS performance
by ravi shanker 14 Oct '11

14 Oct '11

Hi, In our current OTRS setup we have about 1.7 lac tickets ,and we are observing some performance issues.our infra is built on win2k8/IIS7/sqlserver2k5..any suggestion for performance tuning would be helpful. Ravi Shankar

1 0

patch to go from 2.4.10 to 2.4.11
by Steve Clark 13 Oct '11

13 Oct '11

Hello, Sorry if this question has been asked, but is there a patch to go from 2.4.10 to 2.4.11 or do I have reload the whole rpm file? Thanks, -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

2 2

OTRS running slow
by Jean BROW 13 Oct '11

13 Oct '11

We running OTRS on a dedicated server with a lot of RAM, CUP and disk space. We have high wolume of new tickets and around 15 POP 3 accounts. The OTRS system running very slow now. Anyone that could help us with any tips or point us to any good forum article? Thanks..

7 11

Changing the name of a config item calls
by Tamás Becz 13 Oct '11

13 Oct '11

Hi, Is it possible to rename a config item class?

1 1

Re: [otrs] Generic Agent
by Garabed Yegavian 13 Oct '11

13 Oct '11

I went through the instructions and for some reason it is still not working. If I do crontab -l after all of this I do not get anything, it does not say no cron jobs but it doesn't display anything? Thank you, Garabed Yegavian 323.465.6772 x3414 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, October 06, 2011 1:25 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 37, Issue 9 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: Generic Agent (Rory) 2. Re: New line automatically inserted in event based Notifications (Gerald Young) 3. Re: Stats about escalations (Michiel Beijen) 4. ACL Ticket Type-Service (Carlos Andr?s Gallego Arboleda) 5. Re: ACL Ticket Type-Service (Nils Leideck) ---------------------------------------------------------------------- Message: 1 Date: Thu, 6 Oct 2011 13:45:18 +0100 From: Rory <rclerkin(a)gmail.com> Subject: Re: [otrs] Generic Agent To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAGf7qGC88nEQeHnX+-Y8D0wWvB8VG_=dr7+sN8v1wLKWTdk5GQ(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Hi Garabed, We can see now that your Cron jobs are running correctly from this line; Oct 5 08:55:01 support CRON[32664]: (fireline) CMD (date) So the next thing to do is get the OTRS cron jobs included in the crontab. Firstly log in as your otrs user, fireline. List the current items of the crontab and save them to a file (in case you need to keep anything that is currently in the OTRS user's crontab) e.g. crontab -l > /opt/otrs/20111006_cronbackup When you run the otrs Cron.sh script it will overwrite whatever is currently in your crontab for the otrs user. Switch to the OTRS bin directory; cd /opt/otrs/bin The syntax for running the Cron.sh script as root is as follows sudo ./Cron.sh <start|stop|restart> <otrs_username> For your system you would run; sudo ./Cron.sh restart fireline Once the script has run check that the crontab for the otrs user has been filled crontab -l Once done, review your crontab backup file for any entries you might want to restore to you otrs users crontab and add them as necessary. Last thing is to make sure the generic agent crontab entry is enabled. List the contents of your crontab and look for the section about the Generic Agent. Make sure the following line does not have a hash symbol (#) at the start of the line which sould comment it out; */10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null If the line is commented out with a # then open the crontab for editing and remove it. Save the changes and you are done. >From this point on the crontab should be working correctly. If the Cron.sh script still didn't run for some reason let us know. The next thing to check is that your generic agent has run. Check the otrs log file when you expect your Generic Agent to have run to confirm that it worked. Let us know how you get on. Kind regards, Rory Clerkin

2 1

otrs always cannot found files .pm
by Muhammad Toha Supriyadi 12 Oct '11

12 Oct '11

Dear all, i've already installed otrs. setting for webserver (apache) and mysql done. but when i access otrs, always prompt error something like this : Error Message: Module Kernel/Modules/AgentStats.pm not found but if ichecked in server manually the files can be found. what is the problem please give us advice thank you in advance toha

3 4

Special character in ACL
by José Francisco Luis Medina 11 Oct '11

11 Oct '11

Hi, these create an ACL in my OTR but I'm having problems because the name of my services have special characters such as: Aplicación. Do they know who may owe this?

2 2

Stats about escalations
by Ugo Bellavance 11 Oct '11

11 Oct '11

Hi, I'm trying to find out a way to generate a report of the escalation that have occured in the last month. I've managed to get different information on tickets from the tickets table, but I don't see any fields that would let me know if the ticket has been escalated. There are a few fields starting with 'escalation', but according to my tests, they are fields that define when the ticket will be escalated, while I'm looking for a way to see if an escalation has occured. The other fields that look interesting are: - timeout - until_time but I can't figure out their use. Any help would be appreciated. Thanks, Ugo

2 2

Chaning menu items
by Tamás Becz 11 Oct '11

11 Oct '11

Hi, Is it possible to change the text of the main menu items somehow? I greped in the dtls, but all I found was AAATicket.dtl, but that looks more like a hash of texts or something rather than a normal template. Mainly I just want to get rid of the 'new phone ticket' thing as it's a bit confusing. (Or if someone has an idea to use agent as customer for self created tickets that would be good as well). Cheers, tamas

1 0

Adding customer: Field 'pw' doesn't have a default value
by Sune T. Tougaard 11 Oct '11

11 Oct '11

Hi all, I'm having an issue here with an OTRS 3.0.9 installation. Trying to add a customer, gives me an error "Field 'pw' doesn't have a default value", whether or not a password has been entered in the user creation interface. The same error as the german user here, i think: http://forums.otrs.org/viewtopic.php?f=33&t=8441&p=33235 (i don't understand much german, but it looks like my error, I have also posted in the English area of the forum) Looking at the column in the DB, the NN flag is not set, so i can't really figure out why that error shows. Any others out there with an issue like this or any ideas how to resolve? Thanks -- /Sune T.

1 1

Re: [otrs] Generic Agent (Rory)
by Garabed Yegavian 10 Oct '11

10 Oct '11

Went through the directions however after running sudo ./Cron.sh restart fireline it lists Cron.sh start/stop OTRS ..... four times then I do crontab -l and I get nothing? For your system you would run; sudo ./Cron.sh restart fireline Once the script has run check that the crontab for the otrs user has been filled crontab -l Once done, review your crontab backup file for any entries you might want to restore to you otrs users crontab and add them as necessary. Thank you, Garabed Yegavian 323.465.6772 x3414 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, October 06, 2011 1:25 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 37, Issue 9 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: Generic Agent (Rory) 2. Re: New line automatically inserted in event based Notifications (Gerald Young) 3. Re: Stats about escalations (Michiel Beijen) 4. ACL Ticket Type-Service (Carlos Andr?s Gallego Arboleda) 5. Re: ACL Ticket Type-Service (Nils Leideck) ---------------------------------------------------------------------- Message: 1 Date: Thu, 6 Oct 2011 13:45:18 +0100 From: Rory <rclerkin(a)gmail.com> Subject: Re: [otrs] Generic Agent To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAGf7qGC88nEQeHnX+-Y8D0wWvB8VG_=dr7+sN8v1wLKWTdk5GQ(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Hi Garabed, We can see now that your Cron jobs are running correctly from this line; Oct 5 08:55:01 support CRON[32664]: (fireline) CMD (date) So the next thing to do is get the OTRS cron jobs included in the crontab. Firstly log in as your otrs user, fireline. List the current items of the crontab and save them to a file (in case you need to keep anything that is currently in the OTRS user's crontab) e.g. crontab -l > /opt/otrs/20111006_cronbackup When you run the otrs Cron.sh script it will overwrite whatever is currently in your crontab for the otrs user. Switch to the OTRS bin directory; cd /opt/otrs/bin The syntax for running the Cron.sh script as root is as follows sudo ./Cron.sh <start|stop|restart> <otrs_username> For your system you would run; sudo ./Cron.sh restart fireline Once the script has run check that the crontab for the otrs user has been filled crontab -l Once done, review your crontab backup file for any entries you might want to restore to you otrs users crontab and add them as necessary. Last thing is to make sure the generic agent crontab entry is enabled. List the contents of your crontab and look for the section about the Generic Agent. Make sure the following line does not have a hash symbol (#) at the start of the line which sould comment it out; */10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null If the line is commented out with a # then open the crontab for editing and remove it. Save the changes and you are done. >From this point on the crontab should be working correctly. If the Cron.sh script still didn't run for some reason let us know. The next thing to check is that your generic agent has run. Check the otrs log file when you expect your Generic Agent to have run to confirm that it worked. Let us know how you get on. Kind regards, Rory Clerkin ------------------------------ Message: 2 Date: Thu, 6 Oct 2011 11:05:46 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] New line automatically inserted in event based Notifications To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oULyfj5jU3GW9=xrt-A-q_piWVYz7zDN6N1S580KQb4s1A(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Sometimes that happens with the wrapping of the window. If you drag it bigger, it may "fix" the issue. On Wed, Oct 5, 2011 at 11:51 AM, Robert Poreba <poreba.robert(a)googlemail.com > wrote: > Hi All, > > Does anybody know how to stop formatting of event based notifications (ie. > inserting new line character every know and then)? > > Currently when we add a note, the email sent to the customer can look like > below which doesn't look very clear. > > Note added: > "a problem with its' Clustered HA firewalling system which is affecting the > even numbered mimecast servers" > > Notification sent: > > a problem with its' Clustered HA firewalling system which is affecting > > the > > even numbered mimecast servers > > I would like the notification to have the same format as the note added. > > -- > Thanks a lot > Robert > > --------------------------------------------------------------------- > 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

FAQ in FileSystem and not in DB its possible?
by José Francisco Luis Medina 10 Oct '11

10 Oct '11

Hi, my question is, as I can keep my FAQ files on my file system, and not in the DB, is it possible? someone has done?

1 0

Block or reject emails?
by Andy Wodfer 10 Oct '11

10 Oct '11

Hi, Is there a way I can block or reject emails in OTRS and also not sending out automatic replies to certain specified addresses? We have some problems with some newsletter-junkmails and some endless loops that are filling up our RAW inbox ... We're using an external POP3 server and I can't set up anything on that side... I'm running an older v. 2.4.7. Thanks! Andy

3 4

otrs cannot find a file
by Muhammad Toha Supriyadi 10 Oct '11

10 Oct '11

Hello OTRS, when i access otrs i always got an error wether otrs cannot find a file. But if i checked in server, the files can be found,exacly the same path from error message. EXAMPLE: Backend ERROR: OTRS-CGI-29 Perl: 5.10.1 OS: freebsd Time: Mon Oct 10 12:56:27 2011 Message: Module Kernel/Modules/AdminCustomerUser.pm not found! Traceback (96910): Module: Kernel::System::Web::InterfaceAgent::Run (v1.58) Line: 188 Module: Apache::ROOT::otrs::index_2epl::handler (v1.89) Line: 45 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 what actually the problem is? please help... i'm using freebsd and apache br, toha

1 0

New line automatically inserted in event based Notifications
by Robert Poreba 07 Oct '11

07 Oct '11

Hi All, Does anybody know how to stop formatting of event based notifications (ie. inserting new line character every know and then)? Currently when we add a note, the email sent to the customer can look like below which doesn't look very clear. Note added: "a problem with its' Clustered HA firewalling system which is affecting the even numbered mimecast servers" Notification sent: > a problem with its' Clustered HA firewalling system which is affecting > the > even numbered mimecast servers I would like the notification to have the same format as the note added. -- Thanks a lot Robert

4 4

Upgrading..
by Martin Rheumer 07 Oct '11

07 Oct '11

I am very new to otrs and am about to upgrade a 3.0.8 to 3.0.10 installation and was wondering if anyone has any more to add then simply rpm -Uvh and run the RebuildConfig.pl script ? Thanks Martin

3 2

Ticket Creating Customization Help
by Wagner 06 Oct '11

06 Oct '11

Hello, I want to create another combobox inside the /opt/otrs/Output/HTML/Standard/AgentTicketPhone.dtl Imagine this, when the user is going to create a ticket he will se the service combo, where will have only the major services, like: "Incident", "Problem", "blabla" and when the user select a major service, a second combobox, is loaded with it subservices, say I choose "Incident" in the first combo, the second will show me all the services that begin with "Incident::" I was thinking on creating a ACL to load the first combo, and ajax to load the second one. Could someone help me with loading the second combo? Thanks

1 0

ACL Ticket Type-Service
by Carlos Andrés Gallego Arboleda 06 Oct '11

06 Oct '11

Hello I have try to make an ACL, to restrict the use of the services depending of the ticket type. Like this $Self->{TicketAcl}->{'ACL-tipos'} = { Properties => { Ticket=>{ Type => ['Requerimientos'], }, }, PossibleNot => { # possible ticket options Ticket => { Service => ['[RegExp]^.*',], #Clear the list first }, }, Possible => { # possible ticket options Ticket => { Service => ['[RegExp]^.Requerimientos*',], #Adding the ticket types }, }, }; But I need your help whit this. The services are Requerimientos::Accesos Requerimientos::software Requerimientos::* I don't nkow how to use wildcards on the ACL Thanks for your help Carlos Gallego

2 4

register new customer in OTRS conected to AD
by DM_Julio Angulo 06 Oct '11

06 Oct '11

hello team, I have otrs connected to the AD, but I like register new customers with the customer interface, is posible? which should be modified. thanks for the support Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

2 2

Re: [otrs] Generic Agent
by Garabed Yegavian 06 Oct '11

06 Oct '11

I thought I had sent this out apparently not, Below is the log, in order to excecute /etc/init.d/cron status and /etc/init.d/cron start or restart I had to use sudo. Oct 5 08:54:18 support init: cron main process (13148) killed by TERM signal Oct 5 08:54:18 support cron[32634]: (CRON) INFO (pidfile fd = 3) Oct 5 08:54:18 support cron[32635]: (CRON) STARTUP (fork ok) Oct 5 08:54:19 support cron[32635]: (CRON) INFO (Skipping @reboot jobs -- not system startup) Oct 5 08:55:01 support CRON[32664]: (fireline) CMD (date) Oct 5 08:55:01 support sendmail[32666]: p95Ft16O032666: from=fireline, size=281, class=0, nrcpts=1, msgid=<201110051555.p95Ft16O032666(a)support.firelinebroadband.com>, relay=fireline@localhost Oct 5 08:55:01 support sm-mta[32667]: p95Ft1qo032667: from=<fireline(a)support.firelinebroadband.com>, size=607, class=0, nrcpts=1, msgid=<201110051555.p95Ft16O032666(a)support.firelinebroadband.com>, proto=ESMTP, daemon=MTA-v4, relay=localhost [127.0.0.1] Oct 5 08:55:01 support sendmail[32666]: p95Ft16O032666: to=fireline, ctladdr=fireline (1000/1000), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=30281, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (p95Ft1qo032667 Message accepted for delivery) Oct 5 08:55:01 support sm-mta[32668]: p95Ft1qo032667: to=<fireline(a)support.firelinebroadband.com>, ctladdr=<fireline(a)support.firelinebroadband.com> (1000/1000), delay=00:00:00, xdelay=00:00:00, mailer=local, pri=30874, dsn=2.0.0, stat=Sent Oct 5 08:56:01 support CRON[32672]: (fireline) CMD (date) Oct 5 08:56:01 support sendmail[32674]: p95Fu1eM032674: from=fireline, size=281, class=0, nrcpts=1, msgid=<201110051556.p95Fu1eM032674(a)support.firelinebroadband.com>, relay=fireline@localhost Oct 5 08:56:01 support sm-mta[32675]: p95Fu136032675: from=<fireline(a)support.firelinebroadband.com>, size=607, class=0, nrcpts=1, msgid=<201110051556.p95Fu1eM032674(a)support.firelinebroadband.com>, proto=ESMTP, daemon=MTA-v4, relay=localhost [127.0.0.1] Oct 5 08:56:01 support sendmail[32674]: p95Fu1eM032674: to=fireline, ctladdr=fireline (1000/1000), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=30281, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (p95Fu136032675 Message accepted for delivery) Oct 5 08:56:02 support sm-mta[32676]: p95Fu136032675: to=<fireline(a)support.firelinebroadband.com>, ctladdr=<fireline(a)support.firelinebroadband.com> (1000/1000), delay=00:00:01, xdelay=00:00:00, mailer=local, pri=30874, dsn=2.0.0, stat=Sent -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Tuesday, October 04, 2011 5:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 37, Issue 5 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. FreeText ACLs (Wagner) 2. Re: FreeText ACLs (Nils Leideck) 3. Re: Generic Agent (Rory) 4. Re: Generic Agent (Rory) ---------------------------------------------------------------------- Message: 1 Date: Mon, 3 Oct 2011 17:08:33 -0300 From: Wagner <wagnerspi(a)gmail.com> Subject: [otrs] FreeText ACLs To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAO0inons+zAVEpukvDjCKJdHgxSbG8YRPeZ7dPeFO549RvFMuA(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hello, is there a way to create a ACL that hides 2 freetexts from some users? something like: if user A shows freetext 1, 3, 4, 5, 6 if users != A shows freetext 1, 3, 4 Thanks

2 1

ldap sync
by Neil Simpson 06 Oct '11

06 Oct '11

Hi, upgraded a while back from 2.4 to 3.0.9. Now when new users try to login they get a "panic" error message and it doesn't do anything further. i then have to create user manually and then it works. Has anything changed with the LDAP backend structure. the only change i see from the documentation is the old 2.4 way was called "AuthModule" and the new is called "AuthSyncModule". Does it allow both or must i change to the new way? Can't test as it's a live system. thanks for any info. Neil

2 2

FreeText ACLs
by Wagner 05 Oct '11

05 Oct '11

Hello, is there a way to create a ACL that hides 2 freetexts from some users? something like: if user A shows freetext 1, 3, 4, 5, 6 if users != A shows freetext 1, 3, 4 Thanks

2 2

Generic Agent not trigging StateUpdate event
by Wagner 05 Oct '11

05 Oct '11

Hello I'm trying to send a notification trought event TicketStateUpdate, in the Generic agent, I set a new state to some tickets, but the event TicketStateUpdate is not triggered, If I change by myself the state of ticket, it triggers the Notification How do I make this work? or configure the generic agent to send notification to the agent? thanks

1 0

OTRS+ProcessMaker
by Luis Daniel Lucio Quiroz 04 Oct '11

04 Oct '11

Has any of you done this integration? Where i can see api so we can figure it out how to do it. Problem is ProcessMaker is PHP so mixing langages is not too easy. THanks LD

2 1

Re: [otrs] Generic Agent
by Garabed Yegavian 04 Oct '11

04 Oct '11

There is nothing in the logs, how would I run it manually? 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: Sunday, October 02, 2011 5:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 37, Issue 2 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: Generic Agent (Ugo Bellavance) ---------------------------------------------------------------------- Message: 1 Date: Sat, 01 Oct 2011 23:09:48 -0400 From: Ugo Bellavance <ugob(a)lubik.ca> Subject: Re: [otrs] Generic Agent To: otrs(a)otrs.org Message-ID: <j68klt$lrg$1(a)dough.gmane.org> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Le 2011-09-30 19:57, Garabed Yegavian a ?crit : > I just reinstalled a fresh otrs and went step by step through the ubuntu directions. > I installed webmin because I am a newbie to linux, and so I can see what is going on here in my system a little easier! > > It appears as if I have no cron jobs under the otrs user > > When I run crontab -l -u otrs I get nothing. > > What do I need to do to get this working? Did you check your logs? From what I can see on my ubuntu desktop, cron should log to: /var/log/syslog. If not, have you tried executing manually the job? ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 37, Issue 2 ***********************************

2 2

FW: Reports
by Mikola Rose 03 Oct '11

03 Oct '11

Good morning, Since moving otrs to a different server I seem to be having this problem with reports and date periods No matter what I have selected, from the calendar it is always using the begin date. Any suggestions on what is going on? I included an export of the report.

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Problem while upgrading from 3.0.4 to 3.0.10
by Simon GARESTE 03 Oct '11

03 Oct '11

Hi, I have a problem concerning the upgrade from 3.0.4 to 3.0.10. I think I did all the differents steps described on the UPGRADING file, but I end up on a page without any css. On chromium, it indicates that my browser is too old, on chrome I got the page, I'm (apparently) connected, but no css nor js. The console of the debugging tool of chrome indicates that I have a 404 not found on the css-cache file CommonCSS, on the js-cache files ModuleJS and CommonJS, and so (I guess it induces) I have 3 uncaught type errors in index.pl, about Objects that have no method Ready. I did delete the cache, using the bin/otrs.DeleteCache.pl, so how comes? Thank you, Simon -- Simon Gareste Support& Development Engineer -- Consortium Scilab Digiteo Domaine de Voluceau Rocquencourt - B.P. 105 78153 Le Chesnay Cedex --

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Re: [otrs] OTRS and APACHE
by Henry Devito 03 Oct '11

03 Oct '11

Easiest thing to do is put an index.php file in the web root redirecting. <?php header('location: /otrs/customer.pl'); ?> Sent from my Samsung Mesmerise. On Sep 27, 2011 6:08 PM, "Garabed Yegavian" <Garabed(a)firelinebroadband.com> wrote:

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OTRS 2.4.8 : red errors in the log; Sizelimit
by Martignier, Philippe 03 Oct '11

03 Oct '11

Hi there, I have a new error in the log that appears approx third times this morning, here is the error as viewable in the log: Mon Oct 3 11:37:30 2011 error OTRS-CGI-2011 Need Year! Mon Oct 3 11:37:30 2011 error OTRS-CGI-2011 Need Year! Mon Oct 3 11:36:40 2011 error OTRS-CGI-2011 Sizelimit exceeded Any idea? Thanks, Phil Philippe Martignier Communications Division Customer Service Center Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : NC Office : 3, 316 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Re: [otrs] Generic Agent
by Garabed Yegavian 02 Oct '11

02 Oct '11

I just reinstalled a fresh otrs and went step by step through the ubuntu directions. I installed webmin because I am a newbie to linux, and so I can see what is going on here in my system a little easier! It appears as if I have no cron jobs under the otrs user When I run crontab -l -u otrs I get nothing. What do I need to do to get this working? Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Friday, September 30, 2011 1:03 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 82 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: Problem after installed ITSM Module (Wagner) 2. Re: Generic Agent (Garabed Yegavian) 3. Re: Generic Agent (Rory) 4. Re: Generic Agent (Ugo Bellavance) 5. Re: Generic Agent (Garabed Yegavian) ---------------------------------------------------------------------- Message: 1 Date: Fri, 30 Sep 2011 11:17:40 -0300 From: Wagner <wagnerspi(a)gmail.com> Subject: Re: [otrs] Problem after installed ITSM Module To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAO0ino=LCyfiPTn_fo-O1U=Cy2nJOjDqsGi+gscz+cBqH+-qYg(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" I've had a similar problem, the Module was not installed properly try reinstaling using the script /opt/otrs/bin/otrs.PackageManager.pl -a install -p path_to_ITSM-3.0.5.opm 2011/9/30 Vincent Ceriani <vceriani(a)gmail.com> > Hi all, > > I have the same problem as describe in the FAQ 4200371 > After the installation of the ITSM 3.0.5 module on OTRS 3.0.10 under Ubuntu > : (before the module install the OTRS works fine with all pages) > > "Login is not possible neither for agents nor for customers. Message "Your > browser is too old. Please read the documentation...." will be displayed > even on latest versions on different browsers. " > > But the solution in the FAQ don't work ! > > FAQ4200371 solution > remove everything in $OTRS_HOME/var/tmp/Cache > search ZZZAuto.pm for lines like > $Self->{'Frontend::Module'}->{'AgentStats'} = { ... }; and comment them out > remove ZZZAAuto.pm and run afterwards $OTRS_HOME/bin/otrs.RebuildConfig.pl > run following command "$OTRS_HOME/bin/otrs.LoaderCache.pl -o delete > > Other idea ? > > Thanks > > Vincent > > --------------------------------------------------------------------- > 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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Paul Andurnache is out of the office.
by Paul.Andurnache＠aviva.ro 01 Oct '11

01 Oct '11

I will be out of the office starting 01.10.2011 and will not return until 11.10.2011. I will respond to your message when I return. For any urgent issues send your request at helpdesk(a)aviva.ro

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Re: [otrs] Problem after installed ITSM Module
by Vincent Ceriani 30 Sep '11

30 Sep '11

Thanks a lot Wagner for the perfect solution ;-) Perhaps a nice solution to add in the FAQ

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Re: [otrs] Generic Agent
by Garabed Yegavian 30 Sep '11

30 Sep '11

When I attempt to run ./Cron.sh start as otrs user I am getting /opt/otrs/var/tmp/otrs-cron-tmp.17704":0: bad minute errors in crontab file, cant install. Also going through the directions All scripts are ending in .dist. You should copy them to files with no ending. linux:/opt/otrs/var/cron# for foo in `ls -1 *.dist` ; do cp $foo `basename $foo .dist`; done linux:/opt/otrs/var/cron# ls aaa_base generic_agent.dist rebuild_ticket_index aaa_base.dist pending_jobs rebuild_ticket_index.dist fetchmail pending_jobs.dist session fetchmail.dist postmaster session.dist generic_agent postmaster.dist unlock generic_agent-database postmaster_pop3 unlock.dist generic_agent-database.dist postmaster_pop3.dist I ended up with all the files duplicating with basename filename.dist .dist and I cannot delete any of them. This is getting messy please I need HELP :) :( 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 29, 2011 11:23 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 80 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. Customer New Ticket View (Wagner) 2. Re: ACL Help (Wagner) 3. Re: Customer New Ticket View (Ugo Bellavance) 4. Stats about escalations (Ugo Bellavance) 5. Re: Customer New Ticket View (Wagner) 6. Generic Agent (Garabed Yegavian) 7. Re: Generic Agent (Shawn Beasley) ---------------------------------------------------------------------- Message: 1 Date: Thu, 29 Sep 2011 11:13:09 -0300 From: Wagner <wagnerspi(a)gmail.com> Subject: [otrs] Customer New Ticket View To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAO0inok8T2xaJ9BftwiLmafZe1aJFMQao_i5udt1AzeCOnYPfw(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hello guys, i've removed the fields SLA, Queue from the Customer New ticket view, but now I'm not able to create new tickets, I click in create, and it returns to the view, as if any field that was required was not filled up, but there are no red fields, I'm guessing, the Queue field, even removed, are still required, so the ticket is not created. Is there a way to change it? Maybe I've done something wrong while removing this fields Ps: removed the fields trough Sysconfig Thanks

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Re: [otrs] Generic Agent
by Garabed Yegavian 30 Sep '11

30 Sep '11

Where do I check to see if cron jobs are running? Thank you, Garabed Yegavian Fireline Broadband garabed(a)firelinebroadband.com ________________________________________ From: otrs-bounces(a)otrs.org [otrs-bounces(a)otrs.org] On Behalf Of otrs-request(a)otrs.org [otrs-request(a)otrs.org] Sent: Thursday, September 29, 2011 11:22 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 80 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. Customer New Ticket View (Wagner) 2. Re: ACL Help (Wagner) 3. Re: Customer New Ticket View (Ugo Bellavance) 4. Stats about escalations (Ugo Bellavance) 5. Re: Customer New Ticket View (Wagner) 6. Generic Agent (Garabed Yegavian) 7. Re: Generic Agent (Shawn Beasley) ---------------------------------------------------------------------- Message: 1 Date: Thu, 29 Sep 2011 11:13:09 -0300 From: Wagner <wagnerspi(a)gmail.com> Subject: [otrs] Customer New Ticket View To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAO0inok8T2xaJ9BftwiLmafZe1aJFMQao_i5udt1AzeCOnYPfw(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hello guys, i've removed the fields SLA, Queue from the Customer New ticket view, but now I'm not able to create new tickets, I click in create, and it returns to the view, as if any field that was required was not filled up, but there are no red fields, I'm guessing, the Queue field, even removed, are still required, so the ticket is not created. Is there a way to change it? Maybe I've done something wrong while removing this fields Ps: removed the fields trough Sysconfig Thanks

3 2

Problem after installed ITSM Module
by Vincent Ceriani 30 Sep '11

30 Sep '11

Hi all, I have the same problem as describe in the FAQ 4200371 After the installation of the ITSM 3.0.5 module on OTRS 3.0.10 under Ubuntu : (before the module install the OTRS works fine with all pages) "Login is not possible neither for agents nor for customers. Message "Your browser is too old. Please read the documentation...." will be displayed even on latest versions on different browsers. " But the solution in the FAQ don't work ! FAQ4200371 solution remove everything in $OTRS_HOME/var/tmp/Cache search ZZZAuto.pm for lines like $Self->{'Frontend::Module'}->{'AgentStats'} = { ... }; and comment them out remove ZZZAAuto.pm and run afterwards $OTRS_HOME/bin/otrs.RebuildConfig.pl run following command "$OTRS_HOME/bin/otrs.LoaderCache.pl -o delete Other idea ? Thanks Vincent

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Re: [otrs] Ticket Alerts
by Garabed Yegavian 30 Sep '11

30 Sep '11

Ok needed to clean this thread up. Currently I am attempting to change the state of my ticket which will allow me to send a Notification to my customers. For some reason the state just is not changing. I create a ticket with a predefined subject "Service Outage Notification", and a pending date of the date I want the notification sent out. I created a generic agent with the following rules; Generic Agent is set to update state as follows Subject = Service Outage Notification Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" (also tried before 5 minutes) Ticket Action Set new state = in process The filter never seems to get triggered, I have looked through the logs and nothing :( . I justy noticed under the create ticket there is a "next ticket state" could this be something I need to switch to in process? I don't see the new state "in process" in there but I am sure I can added through ADMIN. Thank you, Garabed Yegavian

2 1

Generic Agent
by Garabed Yegavian 30 Sep '11

30 Sep '11

I am trying to change the state of a Ticket with the Generic Agent and for some reason just cannot get it to work. I create a new ticket with a pending time of 1 day. I have the generic agent setup to filter for pendings pending times after 5 min and before (tried both) and based on a specific subject of the email. My ticket action is to set a new state of in process. Then I have a notification event that should send an email to a group based on the state in process and the subject. I just cant get the state to change. I even tried to use next state "in process" when creating the new email hoping I could trigger the email that way but nothing. To be honest the whole reason I started using OTRS was due to this function, can someone please help guide me as to why this wont work? Thank you, Garabed Yegavian

2 1

Customer New Ticket View
by Wagner 29 Sep '11

29 Sep '11

Hello guys, i've removed the fields SLA, Queue from the Customer New ticket view, but now I'm not able to create new tickets, I click in create, and it returns to the view, as if any field that was required was not filled up, but there are no red fields, I'm guessing, the Queue field, even removed, are still required, so the ticket is not created. Is there a way to change it? Maybe I've done something wrong while removing this fields Ps: removed the fields trough Sysconfig Thanks

2 2

ACL Help
by Wagner 29 Sep '11

29 Sep '11

Hello, I'm trying to create a simply ACL, just copied the same from the otrs doc to Config.pm $Self->{TicketAcl}->{'ACL-Name-1'} = { Properties => { Ticket => { Queue => ['Raw'], } }, Possible => { Action => { AgentTicketLock => 1, AgentTicketZoom => 1, AgentTicketClose => 0, AgentTicketPending => 1, AgentTicketNote => 1, AgentTicketHistory => 1, AgentTicketPriority => 1, AgentTicketFreeText => 1, AgentTicketHistory => 1, AgentTicketCompose => 1, AgentTicketBounce => 1, AgentTicketTicketPrint => 1, AgentTicketForward => 1, AgentTicketTicketLink => 1, AgentTicketPrint => 1, AgentTicketPhone => 1, AgentTicketCustomer => 1, AgentTicketOwner => 1, }, }, }; to remove the close option from the queue Raw, but this doesn't work, I've set everything to 0, and got nothing changed is there anywhere that I should change? Or enable ACLs, anything to make this work? Thanks

2 2

Max length of Value textboxes in posmaster filter screen
by Ugo Bellavance 28 Sep '11

28 Sep '11

Hi, I noticed that the max size of a value textbox in the posmaster filter screen is 100 <input type="text" name="MatchValue2" value="" size="40" maxlength="100"/> Is there a way to change that, as I would like to add headers that are longer than 100 characters. Thanks, Ugo

2 1

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

28 Sep '11

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

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OTRS and APACHE
by Garabed Yegavian 27 Sep '11

27 Sep '11

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

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IMAP and TLS
by Garabed Yegavian 27 Sep '11

27 Sep '11

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

1 0

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

27 Sep '11

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

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

27 Sep '11

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

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

27 Sep '11

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

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

27 Sep '11

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

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

26 Sep '11

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

1 0

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

26 Sep '11

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

4 4

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

26 Sep '11

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

3 15

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

26 Sep '11

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

1 0

charset Problems?
by Martin Hochreiter 26 Sep '11

26 Sep '11

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

1 0

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

26 Sep '11

Hello to all, I just ran an upgrade from 2.4.9 to 3.0.6 using the rpm method and the UPGRADING instructions included in the tar.gz file. Our environment is SUSE linux, SLES10 SP2 We are running ITSM modules (also just upgraded) at the 3.0.1 level. Aside from a few minor issues, all has gone well. My problem is that now when creating a standard phone ticket, as soon as you enter the form an error message appears. If you ask for detail it displays the following: Core.Agent.CustomerSearch is undefined (?)()@http://ip-address-here/otrs/index.pl?Action=AgentTicketPhone:1194 Ready((function (j, s) {return new (b.fn.init)(j, s);}))@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:581 trigger ()@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:37 trigger([object Event])@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:37 I searched the archives and found reference to someone who had rebuilt (?) the CustomerSearch java code, but I'm not comfortable with attempting that for myself. Is this a known issue? Easy (I hope) solution? Thanks for any guidance with this. Pat

2 1

Re Ticket Alerts
by Garabed Yegavian 26 Sep '11

26 Sep '11

Here is my log, I don't see anywhere where it tries to change the state? Sent customer 'Tustine Service Notification' notification to 'garabedy(a)hotmail.com'. Sent email to 'garabedy(a)hotmail.com' from 'Fireline Support <ticketing(a)firelinebroadband.com>'. HistoryType => SendCustomerNotification, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; Sent email to '"Test Customer" <garabedy(a)hotmail.com>' from 'Fireline Support <ticketing(a)firelinebroadband.com>'. HistoryType => EmailAgent, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; New Ticket [2011092310000017/Service Outage ] created (TicketID=19,Queue=Technical Support,Priority=3 normal,State=open) Generic Agent is set to update state as follows Subject = Service Notification Tustine Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" Ticket Action Set new state = in process Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, September 21, 2011 11:57 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 31 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. ITSM API (Tam?s Becz) 2. Re: ITSM API (Michiel Beijen) 3. Re: otrs Digest, Vol 36, Issue 29 (Garabed Yegavian) 4. Re: otrs Digest, Vol 36, Issue 29 (Gerald Young) 5. Re: ITSM API (Tam?s Becz) ---------------------------------------------------------------------- Message: 1 Date: Wed, 21 Sep 2011 16:43:31 +0200 From: Tam?s Becz <tamas.becz(a)ericsson.com> Subject: [otrs] ITSM API To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <697935E91783A0498A8E3DCB16B3296B0D028F4EB6(a)ESESSCMS0364.eemea.ericsson.se> Content-Type: text/plain; charset="iso-8859-1" Hi Everyone, Is the documentation for the ITSM modules available somewhere? I'm trying to move our inventory into CMDB. I know there's import export (which I'm grateful ofr, as I needed to write that for tickets), however I would like to create links between the objects, (for eg. I want to link computers to their location) and in some cases crate the objects themselves on-the-fly without having to generate csvs and import them beforehand (like just generating the IP addresses in a network, and linking them to their parent). I can probably live with the latter if needed so, but I'd really need to be able to walk over certain CIs with a script and create links to other's in the process. Cheers, tamas ------------------------------ Message: 2 Date: Wed, 21 Sep 2011 17:21:05 +0200 From: Michiel Beijen <michiel.beijen(a)gmail.com> Subject: Re: [otrs] ITSM API To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CABD0r10Bajpq-Q4xaodA+=_=Tc2CXNXaVjHmq8gSt3+BMzLDJQ(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Hi Tamas, You mean the API documentation? Well, on http://dev.otrs.org you'll only see the 'core' OTRS api, but the API for all the code (including core) is also installed on your system. Just go to /opt/otrs and then type: perldoc Kernel::System::ITSMConfigItem HTH, Mike On Wed, Sep 21, 2011 at 16:43, Tam?s Becz <tamas.becz(a)ericsson.com> wrote: > Hi Everyone, > > Is the documentation for the ITSM modules available somewhere? > > I'm trying to move our inventory into CMDB. I know there's import export (which I'm grateful ofr, as I needed to write that for tickets), however I would like to create links between the objects, (for eg. I want to link computers to their location) and in some cases crate the objects themselves on-the-fly without having to generate csvs and import them beforehand (like just generating the IP addresses in a network, and linking them to their parent). > > I can probably live with the latter if needed so, but I'd really need to be able to walk over certain CIs with a script and create links to other's in the process. > > Cheers, > tamas > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > ------------------------------ Message: 3 Date: Wed, 21 Sep 2011 11:05:27 -0700 From: Garabed Yegavian <Garabed(a)firelinebroadband.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <7221A0313A389F408E5982772DB633FC0B2DADAA3A(a)FNSEXCH.fns.local> Content-Type: text/plain; charset="us-ascii" I took a look at this however not sure how to set it. I guess the trouble I am having now is setting a new state that will trigger a notification event. I have a generic agent set Schedule= 10 min every day Ticket Filter Subject = Service Notification (matches tickets with this subject) Pending Times= last 5 minutes (I am assuming it triggers within the last 5 minutes of the pending time set in the ticket) Ticket Action Set new State= in process ( I have created this state under Admin > States) Now if I understand this correctly what this is doing or should be doing is setting any tickets with the subject of Service Notification and within 5 minitues of the Pending time to a new state of In Process. Why can't I get this to work. Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Tuesday, September 20, 2011 5:38 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 29 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Ticket Alerts (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Tue, 20 Sep 2011 08:37:10 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Ticket Alerts To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oULZrCfusPw8AWFvkym=1=9vy2baGP9kQ4Ty7q+V06b6Rw(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" I forgot something, where you can choose an additional pending state that changes to another state (You'd have to add the states): Ticket::StateAfterPending Key Defines which states should be set automatically (Content), after the pending time of state (Key) has been reached. On Mon, Sep 19, 2011 at 4:29 PM, Gerald Young <crythias(a)gmail.com> wrote: > Generic agent runs on the numbers you choose. (50 after the hour, 8 > o'clock, etc.) > The ticket can only be assigned to a customer. The Notification (Event) can > go to a group. > > > > On Mon, Sep 19, 2011 at 2:52 PM, Garabed Yegavian < > Garabed(a)firelinebroadband.com> wrote: > >> I created a Notification event #1 named Service Notification >> Notification Group MTU >> Event Create Ticket >> Priority Normal >> Subject Service Outage Notification >> And then the subject and text of the notification >> >> Created a Generic Agent called Ticket Reminder, I am not sure how the >> schedule work, I am assuming it runs the job at those time intervals??? >> The ticket filter Looks for the Title Service notification >> Pending Times , Ticket pending time reached last 10 minutes, not sure of >> this.... >> Ticket Action Set new priority 4 high >> >> I created a Notification event #2 named Service Notification 2 >> Notification Group MTU >> Event Ticket Priority Update >> Subject Service Outage Notification >> Subject Ticket now in progress >> Text xxxxx >> Notification article type email-notification external. >> >> Issue >> >> When I create a new ticket I can only send it to a specific customer not a >> customer group. So I send it to a specific user to test. The ticket gets >> escalated however it never send out the email notification of the >> escalation? >> >> >> >> >> Thank you, >> >> Garabed Yegavian >> ------------------------------ Message: 4 Date: Wed, 21 Sep 2011 15:58:31 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oULVttbJpTniWukYqoZ=cjPJRYL1B89AqvrvQn3OSYjpXw(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" The Generic Agent will set a new state. If it doesn't, it's because cron or filter (see System Logs). A Notification (Event) should be set for State Update matching this state event. On Wed, Sep 21, 2011 at 2:05 PM, Garabed Yegavian < Garabed(a)firelinebroadband.com> wrote: > I took a look at this however not sure how to set it. I guess the trouble I > am having now is setting a new state that will trigger a notification event. > > I have a generic agent set > > Schedule= 10 min every day > > Ticket Filter > Subject = Service Notification (matches tickets with this subject) > Pending Times= last 5 minutes (I am assuming it triggers within the > last 5 minutes of the pending time set in the ticket) > > Ticket Action > Set new State= in process ( I have created this state under Admin > > States) > > Now if I understand this correctly what this is doing or should be doing is > setting any tickets with the subject of Service Notification and within 5 > minitues of the Pending time to a new state of In Process. > > Why can't I get this to work. > > > > > Thank you, > > Garabed Yegavian > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > otrs-request(a)otrs.org > Sent: Tuesday, September 20, 2011 5:38 AM > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 36, Issue 29 > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: Ticket Alerts (Gerald Young) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 20 Sep 2011 08:37:10 -0400 > From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] Ticket Alerts > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKk-oULZrCfusPw8AWFvkym=1=9vy2baGP9kQ4Ty7q+V06b6Rw(a)mail.gmail.com > > > Content-Type: text/plain; charset="iso-8859-1" > > I forgot something, where you can choose an additional pending state that > changes to another state (You'd have to add the states): > > Ticket::StateAfterPending > Key > > Defines which states should be set automatically (Content), after the > pending time of state (Key) has been reached. > > > > > > > On Mon, Sep 19, 2011 at 4:29 PM, Gerald Young <crythias(a)gmail.com> wrote: > > > Generic agent runs on the numbers you choose. (50 after the hour, 8 > > o'clock, etc.) > > The ticket can only be assigned to a customer. The Notification (Event) > can > > go to a group. > > > > > > > > On Mon, Sep 19, 2011 at 2:52 PM, Garabed Yegavian < > > Garabed(a)firelinebroadband.com> wrote: > > > >> I created a Notification event #1 named Service Notification > >> Notification Group MTU > >> Event Create Ticket > >> Priority Normal > >> Subject Service Outage Notification > >> And then the subject and text of the notification > >> > >> Created a Generic Agent called Ticket Reminder, I am not sure how the > >> schedule work, I am assuming it runs the job at those time intervals??? > >> The ticket filter Looks for the Title Service notification > >> Pending Times , Ticket pending time reached last 10 minutes, not sure of > >> this.... > >> Ticket Action Set new priority 4 high > >> > >> I created a Notification event #2 named Service Notification 2 > >> Notification Group MTU > >> Event Ticket Priority Update > >> Subject Service Outage Notification > >> Subject Ticket now in progress > >> Text xxxxx > >> Notification article type email-notification external. > >> > >> Issue > >> > >> When I create a new ticket I can only send it to a specific customer not > a > >> customer group. So I send it to a specific user to test. The ticket gets > >> escalated however it never send out the email notification of the > >> escalation? > >> > >> > >> > >> > >> Thank you, > >> > >> Garabed Yegavian > >> > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

2 1

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

25 Sep '11

i;m not sure if this got lost in the Auto Reply incident so I am sending this again. So far I have been unsuccessful in changing the state of a ticket with Generic Agent. Here is my log, I don't see anywhere where it tries to change the state? Sent customer 'Tustine Service Notification' notification to 'garabedy(a)hotmail.com'. Sent email to 'garabedy(a)hotmail.com' from 'Fireline Support <ticketing(a)firelinebroadband.com>'. HistoryType => SendCustomerNotification, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; Sent email to '"Test Customer" <garabedy(a)hotmail.com>' from 'Fireline Support <ticketing(a)firelinebroadband.com>'. HistoryType => EmailAgent, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; New Ticket [2011092310000017/Service Outage ] created (TicketID=19,Queue=Technical Support,Priority=3 normal,State=open) Generic Agent is set to update state as follows Subject = Service Notification Tustine Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" Ticket Action Set new state = in process Thank you, Garabed Yegavian Fireline Broadband garabed(a)firelinebroadband.com ________________________________________ From: otrs-bounces(a)otrs.org [otrs-bounces(a)otrs.org] On Behalf Of otrs-request(a)otrs.org [otrs-request(a)otrs.org] Sent: Friday, September 23, 2011 12:06 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 33 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re Ticket Alerts (Garabed Yegavian) 2. AUTOREPLY Re Ticket Alerts (dennis.wauer(a)xpointsoftware.de) ---------------------------------------------------------------------- Message: 1 Date: Fri, 23 Sep 2011 11:59:24 -0700 From: Garabed Yegavian <Garabed(a)firelinebroadband.com> Subject: [otrs] Re Ticket Alerts To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <7221A0313A389F408E5982772DB633FC0B2DADAB41(a)FNSEXCH.fns.local> Content-Type: text/plain; charset="us-ascii" Here is my log, I don't see anywhere where it tries to change the state? Sent customer 'Tustine Service Notification' notification to 'garabedy(a)hotmail.com'. Sent email to 'garabedy(a)hotmail.com' from 'Fireline Support <ticketing(a)firelinebroadband.com>'. HistoryType => SendCustomerNotification, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; Sent email to '"Test Customer" <garabedy(a)hotmail.com>' from 'Fireline Support <ticketing(a)firelinebroadband.com>'. HistoryType => EmailAgent, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; New Ticket [2011092310000017/Service Outage ] created (TicketID=19,Queue=Technical Support,Priority=3 normal,State=open) Generic Agent is set to update state as follows Subject = Service Notification Tustine Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" Ticket Action Set new state = in process Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, September 21, 2011 11:57 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 31 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. ITSM API (Tam?s Becz) 2. Re: ITSM API (Michiel Beijen) 3. Re: otrs Digest, Vol 36, Issue 29 (Garabed Yegavian) 4. Re: otrs Digest, Vol 36, Issue 29 (Gerald Young) 5. Re: ITSM API (Tam?s Becz) ---------------------------------------------------------------------- Message: 1 Date: Wed, 21 Sep 2011 16:43:31 +0200 From: Tam?s Becz <tamas.becz(a)ericsson.com> Subject: [otrs] ITSM API To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <697935E91783A0498A8E3DCB16B3296B0D028F4EB6(a)ESESSCMS0364.eemea.ericsson.se> Content-Type: text/plain; charset="iso-8859-1" Hi Everyone, Is the documentation for the ITSM modules available somewhere? I'm trying to move our inventory into CMDB. I know there's import export (which I'm grateful ofr, as I needed to write that for tickets), however I would like to create links between the objects, (for eg. I want to link computers to their location) and in some cases crate the objects themselves on-the-fly without having to generate csvs and import them beforehand (like just generating the IP addresses in a network, and linking them to their parent). I can probably live with the latter if needed so, but I'd really need to be able to walk over certain CIs with a script and create links to other's in the process. Cheers, tamas ------------------------------ Message: 2 Date: Wed, 21 Sep 2011 17:21:05 +0200 From: Michiel Beijen <michiel.beijen(a)gmail.com> Subject: Re: [otrs] ITSM API To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CABD0r10Bajpq-Q4xaodA+=_=Tc2CXNXaVjHmq8gSt3+BMzLDJQ(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Hi Tamas, You mean the API documentation? Well, on http://dev.otrs.org you'll only see the 'core' OTRS api, but the API for all the code (including core) is also installed on your system. Just go to /opt/otrs and then type: perldoc Kernel::System::ITSMConfigItem HTH, Mike On Wed, Sep 21, 2011 at 16:43, Tam?s Becz <tamas.becz(a)ericsson.com> wrote: > Hi Everyone, > > Is the documentation for the ITSM modules available somewhere? > > I'm trying to move our inventory into CMDB. I know there's import export (which I'm grateful ofr, as I needed to write that for tickets), however I would like to create links between the objects, (for eg. I want to link computers to their location) and in some cases crate the objects themselves on-the-fly without having to generate csvs and import them beforehand (like just generating the IP addresses in a network, and linking them to their parent). > > I can probably live with the latter if needed so, but I'd really need to be able to walk over certain CIs with a script and create links to other's in the process. > > Cheers, > tamas > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > ------------------------------ Message: 3 Date: Wed, 21 Sep 2011 11:05:27 -0700 From: Garabed Yegavian <Garabed(a)firelinebroadband.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <7221A0313A389F408E5982772DB633FC0B2DADAA3A(a)FNSEXCH.fns.local> Content-Type: text/plain; charset="us-ascii" I took a look at this however not sure how to set it. I guess the trouble I am having now is setting a new state that will trigger a notification event. I have a generic agent set Schedule= 10 min every day Ticket Filter Subject = Service Notification (matches tickets with this subject) Pending Times= last 5 minutes (I am assuming it triggers within the last 5 minutes of the pending time set in the ticket) Ticket Action Set new State= in process ( I have created this state under Admin > States) Now if I understand this correctly what this is doing or should be doing is setting any tickets with the subject of Service Notification and within 5 minitues of the Pending time to a new state of In Process. Why can't I get this to work. Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Tuesday, September 20, 2011 5:38 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 29 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Ticket Alerts (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Tue, 20 Sep 2011 08:37:10 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Ticket Alerts To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oULZrCfusPw8AWFvkym=1=9vy2baGP9kQ4Ty7q+V06b6Rw(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" I forgot something, where you can choose an additional pending state that changes to another state (You'd have to add the states): Ticket::StateAfterPending Key Defines which states should be set automatically (Content), after the pending time of state (Key) has been reached. On Mon, Sep 19, 2011 at 4:29 PM, Gerald Young <crythias(a)gmail.com> wrote: > Generic agent runs on the numbers you choose. (50 after the hour, 8 > o'clock, etc.) > The ticket can only be assigned to a customer. The Notification (Event) can > go to a group. > > > > On Mon, Sep 19, 2011 at 2:52 PM, Garabed Yegavian < > Garabed(a)firelinebroadband.com> wrote: > >> I created a Notification event #1 named Service Notification >> Notification Group MTU >> Event Create Ticket >> Priority Normal >> Subject Service Outage Notification >> And then the subject and text of the notification >> >> Created a Generic Agent called Ticket Reminder, I am not sure how the >> schedule work, I am assuming it runs the job at those time intervals??? >> The ticket filter Looks for the Title Service notification >> Pending Times , Ticket pending time reached last 10 minutes, not sure of >> this.... >> Ticket Action Set new priority 4 high >> >> I created a Notification event #2 named Service Notification 2 >> Notification Group MTU >> Event Ticket Priority Update >> Subject Service Outage Notification >> Subject Ticket now in progress >> Text xxxxx >> Notification article type email-notification external. >> >> Issue >> >> When I create a new ticket I can only send it to a specific customer not a >> customer group. So I send it to a specific user to test. The ticket gets >> escalated however it never send out the email notification of the >> escalation? >> >> >> >> >> Thank you, >> >> Garabed Yegavian >> ------------------------------ Message: 4 Date: Wed, 21 Sep 2011 15:58:31 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oULVttbJpTniWukYqoZ=cjPJRYL1B89AqvrvQn3OSYjpXw(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" The Generic Agent will set a new state. If it doesn't, it's because cron or filter (see System Logs). A Notification (Event) should be set for State Update matching this state event. On Wed, Sep 21, 2011 at 2:05 PM, Garabed Yegavian < Garabed(a)firelinebroadband.com> wrote: > I took a look at this however not sure how to set it. I guess the trouble I > am having now is setting a new state that will trigger a notification event. > > I have a generic agent set > > Schedule= 10 min every day > > Ticket Filter > Subject = Service Notification (matches tickets with this subject) > Pending Times= last 5 minutes (I am assuming it triggers within the > last 5 minutes of the pending time set in the ticket) > > Ticket Action > Set new State= in process ( I have created this state under Admin > > States) > > Now if I understand this correctly what this is doing or should be doing is > setting any tickets with the subject of Service Notification and within 5 > minitues of the Pending time to a new state of In Process. > > Why can't I get this to work. > > > > > Thank you, > > Garabed Yegavian > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > otrs-request(a)otrs.org > Sent: Tuesday, September 20, 2011 5:38 AM > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 36, Issue 29 > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: Ticket Alerts (Gerald Young) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 20 Sep 2011 08:37:10 -0400 > From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] Ticket Alerts > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKk-oULZrCfusPw8AWFvkym=1=9vy2baGP9kQ4Ty7q+V06b6Rw(a)mail.gmail.com > > > Content-Type: text/plain; charset="iso-8859-1" > > I forgot something, where you can choose an additional pending state that > changes to another state (You'd have to add the states): > > Ticket::StateAfterPending > Key > > Defines which states should be set automatically (Content), after the > pending time of state (Key) has been reached. > > > > > > > On Mon, Sep 19, 2011 at 4:29 PM, Gerald Young <crythias(a)gmail.com> wrote: > > > Generic agent runs on the numbers you choose. (50 after the hour, 8 > > o'clock, etc.) > > The ticket can only be assigned to a customer. The Notification (Event) > can > > go to a group. > > > > > > > > On Mon, Sep 19, 2011 at 2:52 PM, Garabed Yegavian < > > Garabed(a)firelinebroadband.com> wrote: > > > >> I created a Notification event #1 named Service Notification > >> Notification Group MTU > >> Event Create Ticket > >> Priority Normal > >> Subject Service Outage Notification > >> And then the subject and text of the notification > >> > >> Created a Generic Agent called Ticket Reminder, I am not sure how the > >> schedule work, I am assuming it runs the job at those time intervals??? > >> The ticket filter Looks for the Title Service notification > >> Pending Times , Ticket pending time reached last 10 minutes, not sure of > >> this.... > >> Ticket Action Set new priority 4 high > >> > >> I created a Notification event #2 named Service Notification 2 > >> Notification Group MTU > >> Event Ticket Priority Update > >> Subject Service Outage Notification > >> Subject Ticket now in progress > >> Text xxxxx > >> Notification article type email-notification external. > >> > >> Issue > >> > >> When I create a new ticket I can only send it to a specific customer not > a > >> customer group. So I send it to a specific user to test. The ticket gets > >> escalated however it never send out the email notification of the > >> escalation? > >> > >> > >> > >> > >> Thank you, > >> > >> Garabed Yegavian > >> > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

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

23 Sep '11

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

1 0

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

23 Sep '11

Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Here is my log, I don't see anywhere where it tries to change the state? Sent customer 'Tustine Service Notification' notification to 'garabedy(a)hotmail.com'. Sent email to 'garabedy(a)hotmail.com' from 'Fireline Support <ticketing(a)firelinebroadband.com>'. HistoryType => SendCustomerNotification, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; Sent email to '"Test Customer" <garabedy(a)hotmail.com>' from 'Fireline Support <ticketing(a)firelinebroadband.com>'. HistoryType => EmailAgent, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; New Ticket [2011092310000017/Service Outage ] created (TicketID=19,Queue=Technical Support,Priority=3 normal,State=open) Generic Agent is set to update state as follows Subject = Service Notification Tustine Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" Ticket Action Set new state = in process Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, September 21, 2011 11:57 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 31 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. ITSM API (Tam?s Becz) 2. Re: ITSM API (Michiel Beijen) 3. Re: otrs Digest, Vol 36, Issue 29 (Garabed Yegavian) 4. Re: otrs Digest, Vol 36, Issue 29 (Gerald Young) 5. Re: ITSM API (Tam?s Becz) ---------------------------------------------------------------------- Message: 1 Date: Wed, 21 Sep 2011 16:43:31 +0200 From: Tam?s Becz <tamas.becz(a)ericsson.com> Subject: [otrs] ITSM API To: "otrs(a)otrs.org" <otrs(a)otrs.org> Hi Everyone, Is the documentation for the ITSM modules available somewhere? I'm trying to move our inventory into CMDB. I know there's import export (which I'm grateful ofr, as I needed to write that for tickets), however I would like to create links between the objects, (for eg. I want to link computers to their location) and in some cases crate the objects themselves on-the-fly without having to generate csvs and import them beforehand (like just generating the IP addresses in a network, and linking them to their parent). I can probably live with the latter if needed so, but I'd really need to be able to walk over certain CIs with a script and create links to other's in the process. Cheers, tamas ------------------------------ Message: 2 Date: Wed, 21 Sep 2011 17:21:05 +0200 From: Michiel Beijen <michiel.beijen(a)gmail.com> Subject: Re: [otrs] ITSM API To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Hi Tamas, You mean the API documentation? Well, on http://dev.otrs.org you'll only see the 'core' OTRS api, but the API for all the code (including core) is also installed on your system. Just go to /opt/otrs and then type: perldoc Kernel::System::ITSMConfigItem HTH, Mike On Wed, Sep 21, 2011 at 16:43, Tam?s Becz <tamas.becz(a)ericsson.com> wrote: > Hi Everyone, > > Is the documentation for the ITSM modules available somewhere? > > I'm trying to move our inventory into CMDB. I know there's import export (which I'm grateful ofr, as I needed to write that for tickets), however I would like to create links between the objects, (for eg. I want to link computers to their location) and in some cases crate the objects themselves on-the-fly without having to generate csvs and import them beforehand (like just generating the IP addresses in a network, and linking them to their parent). > > I can probably live with the latter if needed so, but I'd really need to be able to walk over certain CIs with a script and create links to other's in the process. > > Cheers, > tamas > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > ------------------------------ Message: 3 Date: Wed, 21 Sep 2011 11:05:27 -0700 From: Garabed Yegavian <Garabed(a)firelinebroadband.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "otrs(a)otrs.org" <otrs(a)otrs.org> I took a look at this however not sure how to set it. I guess the trouble I am having now is setting a new state that will trigger a notification event. I have a generic agent set Schedule= 10 min every day Ticket Filter Subject = Service Notification (matches tickets with this subject) Pending Times= last 5 minutes (I am assuming it triggers within the last 5 minutes of the pending time set in the ticket) Ticket Action Set new State= in process ( I have created this state under Admin > States) Now if I understand this correctly what this is doing or should be doing is setting any tickets with the subject of Service Notification and within 5 minitues of the Pending time to a new state of In Process. Why can't I get this to work. Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Tuesday, September 20, 2011 5:38 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 29 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Ticket Alerts (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Tue, 20 Sep 2011 08:37:10 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Ticket Alerts To: "User questions and discussions about OTRS." <otrs(a)otrs.org> I forgot something, where you can choose an additional pending state that changes to another state (You'd have to add the states): Ticket::StateAfterPending Key Defines which states should be set automatically (Content), after the pending time of state (Key) has been reached. On Mon, Sep 19, 2011 at 4:29 PM, Gerald Young <crythias(a)gmail.com> wrote: > Generic agent runs on the numbers you choose. (50 after the hour, 8 > o'clock, etc.) > The ticket can only be assigned to a customer. The Notification (Event) can > go to a group. > > > > On Mon, Sep 19, 2011 at 2:52 PM, Garabed Yegavian < > Garabed(a)firelinebroadband.com> wrote: > >> I created a Notification event #1 named Service Notification >> Notification Group MTU >> Event Create Ticket >> Priority Normal >> Subject Service Outage Notification >> And then the subject and text of the notification >> >> Created a Generic Agent called Ticket Reminder, I am not sure how the >> schedule work, I am assuming it runs the job at those time intervals??? >> The ticket filter Looks for the Title Service notification >> Pending Times , Ticket pending time reached last 10 minutes, not sure of >> this.... >> Ticket Action Set new priority 4 high >> >> I created a Notification event #2 named Service Notification 2 >> Notification Group MTU >> Event Ticket Priority Update >> Subject Service Outage Notification >> Subject Ticket now in progress >> Text xxxxx >> Notification article type email-notification external. >> >> Issue >> >> When I create a new ticket I can only send it to a specific customer not a >> customer group. So I send it to a specific user to test. The ticket gets >> escalated however it never send out the email notification of the >> escalation? >> >> >> >> >> Thank you, >> >> Garabed Yegavian >> ------------------------------ Message: 4 Date: Wed, 21 Sep 2011 15:58:31 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> The Generic Agent will set a new state. If it doesn't, it's because cron or filter (see System Logs). A Notification (Event) should be set for State Update matching this state event. On Wed, Sep 21, 2011 at 2:05 PM, Garabed Yegavian < Garabed(a)firelinebroadband.com> wrote: > I took a look at this however not sure how to set it. I guess the trouble I > am having now is setting a new state that will trigger a notification event. > > I have a generic agent set > > Schedule= 10 min every day > > Ticket Filter > Subject = Service Notification (matches tickets with this subject) > Pending Times= last 5 minutes (I am assuming it triggers within the > last 5 minutes of the pending time set in the ticket) > > Ticket Action > Set new State= in process ( I have created this state under Admin > > States) > > Now if I understand this correctly what this is doing or should be doing is > setting any tickets with the subject of Service Notification and within 5 > minitues of the Pending time to a new state of In Process. > > Why can't I get this to work. > > > > > Thank you, > > Garabed Yegavian > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > otrs-request(a)otrs.org > Sent: Tuesday, September 20, 2011 5:38 AM > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 36, Issue 29 > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: Ticket Alerts (Gerald Young) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 20 Sep 2011 08:37:10 -0400 > From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] Ticket Alerts > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKk-oULZrCfusPw8AWFvkym=1=9vy2baGP9kQ4Ty7q+V06b6Rw(a)mail.gmail.com > > > Content-Type: text/plain; charset="iso-8859-1" > > I forgot something, where you can choose an additional pending state that > changes to another state (You'd have to add the states): > > Ticket::StateAfterPending > Key > > Defines which states should be set automatically (Content), after the > pending time of state (Key) has been reached. > > > > > > > On Mon, Sep 19, 2011 at 4:29 PM, Gerald Young <crythias(a)gmail.com> wrote: > > > Generic agent runs on the numbers you choose. (50 after the hour, 8 > > o'clock, etc.) > > The ticket can only be assigned to a customer. The Notification (Event) > can > > go to a group. > > > > > > > > On Mon, Sep 19, 2011 at 2:52 PM, Garabed Yegavian < > > Garabed(a)firelinebroadband.com> wrote: > > > >> I created a Notification event #1 named Service Notification > >> Notification Group MTU > >> Event Create Ticket > >> Priority Normal > >> Subject Service Outage Notification > >> And then the subject and text of the notification > >> > >> Created a Generic Agent called Ticket Reminder, I am not sure how the > >> schedule work, I am assuming it runs the job at those time intervals??? > >> The ticket filter Looks for the Title Service notification > >> Pending Times , Ticket pending time reached last 10 minutes, not sure of > >> this.... > >> Ticket Action Set new priority 4 high > >> > >> I created a Notification event #2 named Service Notification 2 > >> Notification Group MTU > >> Event Ticket Priority Update > >> Subject Service Outage Notification > >> Subject Ticket now in progress > >> Text xxxxx > >> Notification article type email-notification external. > >> > >> Issue > >> > >> When I create a new ticket I can only send it to a specific customer not > a > >> customer group. So I send it to a specific user to test. The ticket gets > >> escalated however it never send out the email notification of the > >> escalation? > >> > >> > >> > >> > >> Thank you, > >> > >> Garabed Yegavian > >> > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

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

23 Sep '11

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

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

23 Sep '11

Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Here is my log, I don't see anywhere where it tries to change the state? Sent customer 'Tustine Service Notification' notification to 'garabedy(a)hotmail.com'. Sent email to 'garabedy(a)hotmail.com' from 'Fireline Support <ticketing(a)firelinebroadband.com>'. HistoryType => SendCustomerNotification, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; Sent email to '"Test Customer" <garabedy(a)hotmail.com>' from 'Fireline Support <ticketing(a)firelinebroadband.com>'. HistoryType => EmailAgent, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; New Ticket [2011092310000017/Service Outage ] created (TicketID=19,Queue=Technical Support,Priority=3 normal,State=open) Generic Agent is set to update state as follows Subject = Service Notification Tustine Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" Ticket Action Set new state = in process Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, September 21, 2011 11:57 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 31 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. ITSM API (Tam?s Becz) 2. Re: ITSM API (Michiel Beijen) 3. Re: otrs Digest, Vol 36, Issue 29 (Garabed Yegavian) 4. Re: otrs Digest, Vol 36, Issue 29 (Gerald Young) 5. Re: ITSM API (Tam?s Becz) ---------------------------------------------------------------------- Message: 1 Date: Wed, 21 Sep 2011 16:43:31 +0200 From: Tam?s Becz <tamas.becz(a)ericsson.com> Subject: [otrs] ITSM API To: "otrs(a)otrs.org" <otrs(a)otrs.org> Hi Everyone, Is the documentation for the ITSM modules available somewhere? I'm trying to move our inventory into CMDB. I know there's import export (which I'm grateful ofr, as I needed to write that for tickets), however I would like to create links between the objects, (for eg. I want to link computers to their location) and in some cases crate the objects themselves on-the-fly without having to generate csvs and import them beforehand (like just generating the IP addresses in a network, and linking them to their parent). I can probably live with the latter if needed so, but I'd really need to be able to walk over certain CIs with a script and create links to other's in the process. Cheers, tamas ------------------------------ Message: 2 Date: Wed, 21 Sep 2011 17:21:05 +0200 From: Michiel Beijen <michiel.beijen(a)gmail.com> Subject: Re: [otrs] ITSM API To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Hi Tamas, You mean the API documentation? Well, on http://dev.otrs.org you'll only see the 'core' OTRS api, but the API for all the code (including core) is also installed on your system. Just go to /opt/otrs and then type: perldoc Kernel::System::ITSMConfigItem HTH, Mike On Wed, Sep 21, 2011 at 16:43, Tam?s Becz <tamas.becz(a)ericsson.com> wrote: > Hi Everyone, > > Is the documentation for the ITSM modules available somewhere? > > I'm trying to move our inventory into CMDB. I know there's import export (which I'm grateful ofr, as I needed to write that for tickets), however I would like to create links between the objects, (for eg. I want to link computers to their location) and in some cases crate the objects themselves on-the-fly without having to generate csvs and import them beforehand (like just generating the IP addresses in a network, and linking them to their parent). > > I can probably live with the latter if needed so, but I'd really need to be able to walk over certain CIs with a script and create links to other's in the process. > > Cheers, > tamas > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > ------------------------------ Message: 3 Date: Wed, 21 Sep 2011 11:05:27 -0700 From: Garabed Yegavian <Garabed(a)firelinebroadband.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "otrs(a)otrs.org" <otrs(a)otrs.org> I took a look at this however not sure how to set it. I guess the trouble I am having now is setting a new state that will trigger a notification event. I have a generic agent set Schedule= 10 min every day Ticket Filter Subject = Service Notification (matches tickets with this subject) Pending Times= last 5 minutes (I am assuming it triggers within the last 5 minutes of the pending time set in the ticket) Ticket Action Set new State= in process ( I have created this state under Admin > States) Now if I understand this correctly what this is doing or should be doing is setting any tickets with the subject of Service Notification and within 5 minitues of the Pending time to a new state of In Process. Why can't I get this to work. Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Tuesday, September 20, 2011 5:38 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 29 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Ticket Alerts (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Tue, 20 Sep 2011 08:37:10 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Ticket Alerts To: "User questions and discussions about OTRS." <otrs(a)otrs.org> I forgot something, where you can choose an additional pending state that changes to another state (You'd have to add the states): Ticket::StateAfterPending Key Defines which states should be set automatically (Content), after the pending time of state (Key) has been reached. On Mon, Sep 19, 2011 at 4:29 PM, Gerald Young <crythias(a)gmail.com> wrote: > Generic agent runs on the numbers you choose. (50 after the hour, 8 > o'clock, etc.) > The ticket can only be assigned to a customer. The Notification (Event) can > go to a group. > > > > On Mon, Sep 19, 2011 at 2:52 PM, Garabed Yegavian < > Garabed(a)firelinebroadband.com> wrote: > >> I created a Notification event #1 named Service Notification >> Notification Group MTU >> Event Create Ticket >> Priority Normal >> Subject Service Outage Notification >> And then the subject and text of the notification >> >> Created a Generic Agent called Ticket Reminder, I am not sure how the >> schedule work, I am assuming it runs the job at those time intervals??? >> The ticket filter Looks for the Title Service notification >> Pending Times , Ticket pending time reached last 10 minutes, not sure of >> this.... >> Ticket Action Set new priority 4 high >> >> I created a Notification event #2 named Service Notification 2 >> Notification Group MTU >> Event Ticket Priority Update >> Subject Service Outage Notification >> Subject Ticket now in progress >> Text xxxxx >> Notification article type email-notification external. >> >> Issue >> >> When I create a new ticket I can only send it to a specific customer not a >> customer group. So I send it to a specific user to test. The ticket gets >> escalated however it never send out the email notification of the >> escalation? >> >> >> >> >> Thank you, >> >> Garabed Yegavian >> ------------------------------ Message: 4 Date: Wed, 21 Sep 2011 15:58:31 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> The Generic Agent will set a new state. If it doesn't, it's because cron or filter (see System Logs). A Notification (Event) should be set for State Update matching this state event. On Wed, Sep 21, 2011 at 2:05 PM, Garabed Yegavian < Garabed(a)firelinebroadband.com> wrote: > I took a look at this however not sure how to set it. I guess the trouble I > am having now is setting a new state that will trigger a notification event. > > I have a generic agent set > > Schedule= 10 min every day > > Ticket Filter > Subject = Service Notification (matches tickets with this subject) > Pending Times= last 5 minutes (I am assuming it triggers within the > last 5 minutes of the pending time set in the ticket) > > Ticket Action > Set new State= in process ( I have created this state under Admin > > States) > > Now if I understand this correctly what this is doing or should be doing is > setting any tickets with the subject of Service Notification and within 5 > minitues of the Pending time to a new state of In Process. > > Why can't I get this to work. > > > > > Thank you, > > Garabed Yegavian > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > otrs-request(a)otrs.org > Sent: Tuesday, September 20, 2011 5:38 AM > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 36, Issue 29 > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: Ticket Alerts (Gerald Young) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 20 Sep 2011 08:37:10 -0400 > From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] Ticket Alerts > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKk-oULZrCfusPw8AWFvkym=1=9vy2baGP9kQ4Ty7q+V06b6Rw(a)mail.gmail.com > > > Content-Type: text/plain; charset="iso-8859-1" > > I forgot something, where you can choose an additional pending state that > changes to another state (You'd have to add the states): > > Ticket::StateAfterPending > Key > > Defines which states should be set automatically (Content), after the > pending time of state (Key) has been reached. > > > > > > > On Mon, Sep 19, 2011 at 4:29 PM, Gerald Young <crythias(a)gmail.com> wrote: > > > Generic agent runs on the numbers you choose. (50 after the hour, 8 > > o'clock, etc.) > > The ticket can only be assigned to a customer. The Notification (Event) > can > > go to a group. > > > > > > > > On Mon, Sep 19, 2011 at 2:52 PM, Garabed Yegavian < > > Garabed(a)firelinebroadband.com> wrote: > > > >> I created a Notification event #1 named Service Notification > >> Notification Group MTU > >> Event Create Ticket > >> Priority Normal > >> Subject Service Outage Notification > >> And then the subject and text of the notification > >> > >> Created a Generic Agent called Ticket Reminder, I am not sure how the > >> schedule work, I am assuming it runs the job at those time intervals??? > >> The ticket filter Looks for the Title Service notification > >> Pending Times , Ticket pending time reached last 10 minutes, not sure of > >> this.... > >> Ticket Action Set new priority 4 high > >> > >> I created a Notification event #2 named Service Notification 2 > >> Notification Group MTU > >> Event Ticket Priority Update > >> Subject Service Outage Notification > >> Subject Ticket now in progress > >> Text xxxxx > >> Notification article type email-notification external. > >> > >> Issue > >> > >> When I create a new ticket I can only send it to a specific customer not > a > >> customer group. So I send it to a specific user to test. The ticket gets > >> escalated however it never send out the email notification of the > >> escalation? > >> > >> > >> > >> > >> Thank you, > >> > >> Garabed Yegavian > >> > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

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

23 Sep '11

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

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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 >

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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 >

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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 >

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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 >

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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 >

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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

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 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 Re: AUTOREPLY 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 /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 >

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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 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 Re: AUTOREPLY AUTOREPLY 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 /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 >

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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 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 Re: AUTOREPLY AUTOREPLY AUTOREPLY 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 /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 >

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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 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 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 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 Ticke...
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 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 >

2 1

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 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 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 >

1 0

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 >

1 0

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

2 2

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 >>

2 1

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> >

2 2

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

2 6

Re: [otrs] Error fetching mail from Exchange Server
by "LQ Marshall" 19 Sep '11

19 Sep '11

On Sep 18, 2011 17:54, Wayne Green <wgreen(a)concordiaselma.edu> wrote: <snip> Message: POP3: Can't connect to 192.168.1.13  Key line is right there. Can your OTRS server see the exchange? Is POP3 service firewalled? Is your OTRS server firewalled? Is POP3 enabled on exchanged? Is the account enabled for POP3 service? <etc...etc> Troubleshoot and resolve the connection problem. LQ Marshall -- Paper is Good, Pass it On On Sep 18, 2011 17:54, Wayne Green <wgreen(a)concordiaselma.edu> wrote: I am getting the following error when fetching mail from our exchange server: Backend ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: linux Time: Sun Sep 18 16:39:52 2011 Message: POP3: Can't connect to 192.168.1.13 Traceback (26209): Module: Kernel::System::MailAccount::POP3::Fetch (v1.8) Line: 128 Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386 Module: Kernel::Modules::AdminMailAccount::Run (v1.23) Line: 63 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 The Exchange server is configured for POP3 Access and the mail account is active. Any assistance would be greatly appreciated Thanks,

3 3

Error fetching mail from Exchange Server
by Wayne Green 19 Sep '11

19 Sep '11

I am getting the following error when fetching mail from our exchange server: Backend ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: linux Time: Sun Sep 18 16:39:52 2011 Message: POP3: Can't connect to 192.168.1.13 Traceback (26209): Module: Kernel::System::MailAccount::POP3::Fetch (v1.8) Line: 128 Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386 Module: Kernel::Modules::AdminMailAccount::Run (v1.23) Line: 63 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 The Exchange server is configured for POP3 Access and the mail account is active. Any assistance would be greatly appreciated Thanks,

2 2

Error after changing the package code
by José Francisco Luis Medina 15 Sep '11

15 Sep '11

Hello good day my question is this, if I make changes to a package such as FAQ, otrs instantly says the package is improperly installed and recommend reinstalled , just as the automatic support, that I can make my changes may not be taken as error?

3 3

Re: [otrs] Ticket Alerts
by Garabed Yegavian 15 Sep '11

15 Sep '11

I see where you're going can you help me with; Create another Notification Event, perhaps in conjunction with a Generic Agent making a change to, for instance, State for the reminder once Pending Time has elapsed. 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> >

1 0

Ticket Alerts
by Garabed Yegavian 15 Sep '11

15 Sep '11

I just installed 3.0.10, any chance you might give me a quick run through of the proposed settings? Thank you, Garabed Yegavian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Friday, September 09, 2011 5:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 16 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: Fri, 9 Sep 2011 00:47:11 -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-oUL4UAz55JO4TfhPUfdGgNOH80uHtRdk_iMHCRDkT4y-bA(a)mail.gmail.com> Content-Type: text/plain; charset="windows-1252" I believe you can use a Notification (Event) to members of a group (in 3.x) On Thu, Sep 8, 2011 at 2:45 PM, Garabed Yegavian < Garabed(a)firelinebroadband.com> wrote: > I would like to be able to create a ticket for system downtime that would > email all customers that would be effected by this ticket. The first > notification would be to notify the customers of the outage. I would like > for the system to automatically email a ticket reminder on the day the > outage will be happening saying ?today?s the day?!!!! When the ticket is > closed I will manually close the ticket which should email everyone the > system is back up. Is this possible or has anyone had a similar situation > which they have found a way to do something like this?**** > > ** ** > > ** ** > > ** ** > > ** ** > > Thank you,**** > > ** ** > > Garabed Yegavian**** > > ** ** > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >

2 1

ACL to make available only certain TicketFreeText based on queue
by Idon 15 Sep '11

15 Sep '11

Does anybody know the proper ACL syntax to be able to completely enable/disable TicketFreeText based on Queues? I've tried different ways and their not achieving what I need. Here's what I'm trying to achieve: I have two customers that must supply different additional info with new tickets, with the only common additional info being contact phone number. The examples provided in the OTRS FAQ only change what options are available in the TicketFreeKey drop-down. So, for instance, the following ACL would simply remove "Other" from the TicketFreeKey2 selection, but would not remove TicketFreeKey2 entirely, and commenting out TicketFreeText2 => ['Other'] and specifying only TicketFreeKey2 => ['Choices'] has no effect: $Self->{TicketAcl}->{'ACL-Name-Test'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => ['ABCCompany'], }, Frontend => { Action => ['CustomerTicketMessage'], }, }, # return possible options (black list) PossibleNot => { Ticket => { TicketFreeKey2 => ['Choices'], TicketFreeText2 => ['Other'], }, }, }; The other alternative I tried, which also does not work, is the following ACL. That "$Self->" entry under "Possible" acts globally and does not obey the matching criteria and executes regardless of any ACL criteria: $Self->{TicketAcl}->{'ACL-Name-Test'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => ['ABCCompany'], }, Frontend => { Action => ['CustomerTicketMessage'], }, }, # return possible options (white list) Possible => { $Self->{'Ticket::Frontend::CustomerTicketMessage'}->{'TicketFreeText'} = { '1' => '1', '10' => '0', '11' => '0', '12' => '0', '13' => '0', '14' => '0', '15' => '0', '16' => '0', '2' => 0, '3' => '0', '4' => '0', '5' => '0', '6' => '0', '7' => '0', '8' => '0', '9' => '0', }, }, }; Someone on the Forums posted an example for hiding TicketFreeText using CSS; however, that is limited, as I need it to operate on queues; therefore I need an ACL I can place in Kernel/Config.pm. Any pointers would be greatly appreciated. Thanks

2 1

Changes approval
by Wagner 14 Sep '11

14 Sep '11

Hello, just have one simple question, is it possible to request a kind of approval to a manager or something like that, when a change is created? e.g I create a change of hardware, otrs sends an e-mail to my manager and when he approves it, I'm allowed to make the change is it possible? Thanks

1 0

Upgrading from 2.4 to 3.0.10
by Garabed Yegavian 14 Sep '11

14 Sep '11

I decided just to uninstall 2.4 and will install 3.x. Seems a lot easier :) 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 14, 2011 5:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 19 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. Define "My Queue" for Agent Preferences from SysConfig (Jonathan Scheidell) 2. Upgrading from 2.4 to 3.0.10 (Garabed Yegavian) ---------------------------------------------------------------------- Message: 1 Date: Tue, 13 Sep 2011 16:38:29 +0000 From: Jonathan Scheidell <jonathan.scheidell(a)secnap.com> Subject: [otrs] Define "My Queue" for Agent Preferences from SysConfig To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <0FD41BF2A42F5E4E90A29015217426B906A7E2A8@USBCTDC001> Content-Type: text/plain; charset="us-ascii" Afternoon, I just started with OTRS and I'm very impressed with its flexibility. I'm looking to define the agent preferences globally to include a default "My Queue" selection. It looks like this can be defined from the admin section using the PreferencesGroups###CustomQueue, but I'm unsure of the syntax to use for the Key name and a cursory search of the forums and historic mailing list did not turn up my answer either. Thanks in advance, -- Jon Scheidell ______________________________________________________________________ This email has been scanned and certified safe by SpammerTrap(r). For Information please see http://www.spammertrap.com/ ______________________________________________________________________

1 0

Upgrading from 2.4 to 3.0.10
by Garabed Yegavian 14 Sep '11

14 Sep '11

I am attempting to upgrade OTRS using the instruction from http://doc.otrs.org/3.0/en/html/upgrading.html . I am unclear as to what to do on a few of the steps as well as getting errors. It says to look for the files in opt/otrs, however the 3.0.10 version files are in /opt/otrs-3.0.10, so I have to traverse that directory to run any of the commands. Step 6 Themes Step 7 SetPermissions.pl, Not sure how to apply this Step 8 MySQL: shell> cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs, I get a password prompt which I understand but it also says no file or directory found? Step 9 shell> scripts/DBUpdate-to-3.0.pl, No File or directory Found Step 10 MySQL: shell> cat scripts/DBUpdate-to-3.0-post.mysql.sql | mysql -p -f -u root otrs, same result as step 8 Step 11 shell> bin/otrs.RebuildConfig.pl shell> bin/otrs.DeleteCache.pl , never seems to do anything Not sure what I am doing incorrectly Thank you, Garabed Yegavian

2 1

States
by Ugo Bellavance 14 Sep '11

14 Sep '11

Hi, I'd like to implement new states to help the customer and agents know who we're waiting after. I thought of adding two states: "Waiting for agent" and "Waiting for customer". Then, I'd set the Ticket::Frontend::CustomerTicketMessage###StateDefault to "Waiting for agent" and Ticket::Frontend::AgentTicketCompose###StateDefault to "Waiting for customer". Does it make sense? Have I forgotten something? Thanks, Ugo

1 0

Define "My Queue" for Agent Preferences from SysConfig
by Jonathan Scheidell 13 Sep '11

13 Sep '11

Afternoon, I just started with OTRS and I'm very impressed with its flexibility. I'm looking to define the agent preferences globally to include a default "My Queue" selection. It looks like this can be defined from the admin section using the PreferencesGroups###CustomQueue, but I'm unsure of the syntax to use for the Key name and a cursory search of the forums and historic mailing list did not turn up my answer either. Thanks in advance, -- Jon Scheidell ______________________________________________________________________ This email has been scanned and certified safe by SpammerTrap(r). For Information please see http://www.spammertrap.com/ ______________________________________________________________________

1 0

add external customers
by DM_Julio Angulo 12 Sep '11

12 Sep '11

Hello team, I have OTRS running, clients access using LDAP, but would like to enable the function to create accounts, some people do not have AD account but need to use customer interface to create ticket. Any ideas?, thanks Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

1 0

Responsible set automatically when changing the queue
by Robert Poreba 09 Sep '11

09 Sep '11

Hi All, Just noticed somewhat unexpected 'feature'. When we move a ticket between queues, it automatically sets responsible to the name of the agent moving the ticket. Had a look at sysconfig for ViewMove but it doesn't look like it is configureable there. Any ideas? -- Kind Regards, Robert

2 2

Ticket Alerts
by Garabed Yegavian 09 Sep '11

09 Sep '11

I would like to be able to create a ticket for system downtime that would email all customers that would be effected by this ticket. The first notification would be to notify the customers of the outage. I would like for the system to automatically email a ticket reminder on the day the outage will be happening saying "today's the day"!!!! When the ticket is closed I will manually close the ticket which should email everyone the system is back up. Is this possible or has anyone had a similar situation which they have found a way to do something like this? Thank you, Garabed Yegavian

2 1

Provide customers to software updates
by Paul Foley 08 Sep '11

08 Sep '11

Hi, Is it possible from the Customers.pl support portal to provide a customer with the capability to view and download new updates (be they a point release or software patch) to a particular product? For example, XYZ Corporation provides support service to Customer A for a software product X. XYZ would like to provide a News and Update page and/or link that will allow Customer A to view new updates for product X from the support portal. Regards, Paul

3 6

RES: Problem: Time is diferent of the server?s clock in OTRS
by Leonardo Conrado 08 Sep '11

08 Sep '11

Hello people!! I found the responsible option by date and time in OTRS ticket... Go in ADMIN >> SysConfig >> Framework -> Core::Time...You change the TimeZone option as needed!!! Thanks Julio Angulo by feedback! -----Mensagem original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Em nome de otrs-request(a)otrs.org Enviada em: quinta-feira, 8 de setembro de 2011 13:42 Para: otrs(a)otrs.org Assunto: otrs Digest, Vol 36, Issue 13 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: Problem: Time is diferent of the server?s clock in OTRS ticket! (DM_Julio Angulo) 2. Re: Provide customers to software updates (Mikola Rose) ---------------------------------------------------------------------- Message: 1 Date: Thu, 8 Sep 2011 11:38:50 -0500 From: "DM_Julio Angulo" <dm_jangulo(a)equifax.com.pe> Subject: Re: [otrs] Problem: Time is diferent of the server?s clock in OTRS ticket! To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <F4BE4F8E1277D046A477827B74D3CD425A8076(a)pe1ivwpexcsbe01.infocorp.local> Content-Type: text/plain; charset="iso-8859-1" Hello, do you check calendar? should be aligned with your GMT time De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Leonardo Conrado Enviado el: Jueves, 08 de Septiembre de 2011 10:50 a.m. Para: otrs(a)otrs.org Asunto: [otrs] Problem: Time is diferent of the server?s clock in OTRS ticket! Hello everybody!! I am with a problem... my server is configured with NTP but the date and time inside my tickets even is different of the server?s clock, does anyone know what the problem is? Att, Leonardo Couto Conrado.

1 0

Problem: Time is diferent of the server´s clock in OTRS ticket!
by Leonardo Conrado 08 Sep '11

08 Sep '11

Hello everybody!! I am with a problem... my server is configured with NTP but the date and time inside my tickets even is different of the server´s clock, does anyone know what the problem is? Att, Leonardo Couto Conrado.

2 1

Re: [otrs] Source for Iphone Application
by Martin Edenhofer 07 Sep '11

07 Sep '11

Hi Erling, I want to offer you support for the server site (do you have docu what you want to have?). I see, there are more people interested. Should we start a public project group?Who wants to join? -Martin (OTRS.org founder) On Aug 12, 2010, at 10:21, "Erling Lothe" <el(a)adell.no> wrote: > Hey again, > > I have been working on an Android app the last two weeks. Currently it > just reads tickets, you have the possibility to assign tickets and add > them to your phones calendar. > The problem is that most of the time I struggle on the server side > to get > data in and out of otrs. On the server side I have some PHP > returning JSON > to the phone. > > Therefor if I could get some documentation on how the JSON requests > to and > from the iphone-handler is it would really make my work easier. > Since I already use JSON queries it would be easy to rewrite the few > lines > of code to use the iphone-handler instead. > > Vennlig hilsen - Best regards - Saludos Cordiales > > Erling Lothe > IT Consultant > Adell Group AS > > Phone: +47 52003565 / +47 91831658 > Email: el(a)adell.no > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of > Jos Vos > Sent: 11. august 2010 17:04 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Source for Iphone Application > > Hi, > > On Wed, Aug 11, 2010 at 04:27:03PM +0200, Michiel Beijen wrote: > >> The iPhone app is not written in Perl, as that is not supported on >> the >> iPhone. The iPhone app sends JSON queries to the OTRS iPhone handle, >> which is server-side, and is written in Perl just as the rest of the >> OTRS platform. >> >> I'm not involved with the iPhone app, but I do know there is a reason >> that the iPhone source code is NOT AGPL licensed, and not publicly >> available. All our source code is AGPL licensed, and available, >> including the iPhone handle that should be installed server-side, >> except for the iPhone app. I'll see if I can get more explanation for >> you. > > What are the plans for an Android version? > > Android or (or otherwise will be soon) more popular in the "open > community" than the closed iPhone. > > Thanks, > > -- > -- Jos Vos <jos(a)xos.nl> > -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 > -- Amsterdam, The Netherlands | Fax: +31 20 6948204 > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- > 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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anyone is allowed to edit the survey but no trace is left
by Leonardo Certuche 07 Sep '11

07 Sep '11

Hello there, One of our customers told us everyone was able to change the survey. When we went and tried we realized he was right: any user who can click on the survey, can also edit it and what is worse, all changes appeared to be created by the user with ID 1. We opened a bug report for that: http://bugs.otrs.org/show_bug.cgi?id=7715 Are you guys experiencing the same? How can we avoid it? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Need to change some ticket field lables...
by Jefferson Davis 06 Sep '11

06 Sep '11

Need to change the "TO:" to something else in the customer ticket form. Where do I do this ? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) 661.392.0681 (fax) http://district.standard.k12.ca.us

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Strange Module not found error from Survey Module
by Walter Moore 06 Sep '11

06 Sep '11

I am setting up the survey module, and I've run into a strange error that looks like some kind of text transposition. When I close a ticket that generates a survey, I receive the e-mail, like below: Dear Customer, > thanks for using our service. Help us to improve us and our services. > Give us feedback what we can do: > > http://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=7… > > Thanks for your help! > Your OTRS-Team ..but clicking on the link generates this error (note the warped Module path): Oops! An Error occurred. Error Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey736af679948e54b658de6f88aaa8faf[..] Please contact your administrator. You can Send a bugreport or go back to the previous page<https://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKe…> . <https://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKe…> Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Sep 6 14:59:39 2011 *Message: Module Kernel/Modules/PublicSurveyPublicSurveyKey736af679948e54b658de6f88aaa8faf5.pm not found!* Traceback (14609): Module: Kernel::System::Web::InterfacePublic::Run (v1.32) Line: 190 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler (unknown version) Line: 45 Module: (eval) (v1.9) Line: 204 Module: ModPerl::RegistryCooker::run (v1.9) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.9) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 OTRS 3.0.6 Survey 2.0.2 -- +-----------------------------------------------------------------+ Walter R. Moore -- Sr. Systems Administrator, Eckerd College moorewr(a)eckerd.edu -- http://home.eckerd.edu/~moorewr "It was glorious to see -- if your heart were iron, And you could keep from grieving at all the pain" - The Iliad (13.355) I'm on twitter: http://twitter.com/moorewreckerd ***Reminder! ITS will never ask you to e-mail your password!***

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