[otrs] Re Ticket Alerts

23 Sep 2011

      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

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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" 
Message-ID:
        <697935E91783A0498A8E3DCB16B3296B0D028F4EB6@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 
Subject: Re: [otrs] ITSM API
To: "User questions and discussions about OTRS." 
Message-ID:

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  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
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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" 
Message-ID:
        <7221A0313A389F408E5982772DB633FC0B2DADAA3A@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@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

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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
------------------------------

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." 
Message-ID:

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@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
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
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       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@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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