Re: [otrs] Ticket Alerts

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

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org Sent: Thursday, September 15, 2011 5:59 AM To: otrs@otrs.org Subject: otrs Digest, Vol 36, Issue 22

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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)

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Message: 1 Date: Thu, 15 Sep 2011 08:41:22 -0400 From: Gerald Young Subject: Re: [otrs] Display SLA field but not Service field in ticket creation interface in customer.pl To: "User questions and discussions about OTRS." Message-ID:

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ServiceID would be a number (see the URL for ID= in services)

On Wed, Sep 14, 2011 at 12:20 PM, Ugo Bellavance wrote:

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Le 2011-08-10 18:45, Gerald Young a ?crit :

You can edit the dtl and change the select option to input type=hidden

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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

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