[otrs] AUTOREPLY AUTOREPLY Re Ticket Alerts

Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0. Mit freundlichen Gren, Dennis Wauer XPoint Software GmbH Vielen Dank fr Ihre E-Mail. Ich bin bis 03.10.2011 nicht 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@hotmail.com'. Sent email to 'garabedy@hotmail.com' from 'Fireline Support <ticketing@firelinebroadband.com>'. HistoryType => SendCustomerNotification, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; Sent email to '"Test Customer" <garabedy@hotmail.com>' from 'Fireline Support <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@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org Sent: Wednesday, September 21, 2011 11:57 PM To: otrs@otrs.org Subject: otrs Digest, Vol 36, Issue 31 Send otrs mailing list submissions to 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@otrs.org You can reach the person managing the list at 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@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@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@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org Sent: Tuesday, September 20, 2011 5:38 AM To: otrs@otrs.org Subject: otrs Digest, Vol 36, Issue 29 Send otrs mailing list submissions to 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@otrs.org You can reach the person managing the list at 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@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@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@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org Sent: Tuesday, September 20, 2011 5:38 AM To: otrs@otrs.org Subject: otrs Digest, Vol 36, Issue 29

Send otrs mailing list submissions to otrs@otrs.org

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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@firelinebroadband.com> wrote:

...

I created a Notification event #1 named Service Notification Notification Group MTU Event Create Ticket Priority Normal Subject Service Outage Notification And then the subject and text of the notification

Created a Generic Agent called Ticket Reminder, I am not sure how the schedule work, I am assuming it runs the job at those time intervals??? The ticket filter Looks for the Title Service notification Pending Times , Ticket pending time reached last 10 minutes, not sure of this.... Ticket Action Set new priority 4 high

I created a Notification event #2 named Service Notification 2 Notification Group MTU Event Ticket Priority Update Subject Service Outage Notification Subject Ticket now in progress Text xxxxx Notification article type email-notification external.

Issue

When I create a new ticket I can only send it to a specific customer not a customer group. So I send it to a specific user to test. The ticket gets escalated however it never send out the email notification of the escalation?

Thank you,

Garabed Yegavian

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