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

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Today's Topics:

1. Re: Ticket Alerts (Gerald Young)

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Message: 1
Date: Tue, 20 Sep 2011 08:37:10 -0400
From: Gerald Young <crythias@gmail.com>
Subject: Re: [otrs] Ticket Alerts
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<CAKk-oULZrCfusPw8AWFvkym=1=9vy2baGP9kQ4Ty7q+V06b6Rw@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@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@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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