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)


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

Message: 1
Date: Thu, 15 Sep 2011 08:41:22 -0400
From: Gerald Young <crythias@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@otrs.org>
Message-ID:
       <CAKk-oUJWORRAdjewwA7AjL+DdF5Hh4hjSn2Q+kUBuFkG2epvrQ@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@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
>
>
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Message: 2
Date: Thu, 15 Sep 2011 08:42:39 -0400
From: Gerald Young <crythias@gmail.com>
Subject: Re: [otrs] ACL to make available only certain TicketFreeText
       based   on queue
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
       <CAKk-oUKO9PvYJoj5XgkfKDV-OUF6NeWxoQ75dWPNJOyLfrNEhw@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

http://forums.otrs.org/viewtopic.php?f=60&t=8032 works on Queues.

On Wed, Sep 14, 2011 at 1:00 PM, Idon <fehe@hotmail.com> wrote:

> 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
> ------------------------------**------------------------------**---------
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> Archive: http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs>
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Message: 3
Date: Thu, 15 Sep 2011 08:51:57 -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-oUKmxSFLbGpFA8a_ehLFTgOSH9ZGh4O8ue=yZ7MPBVc4Xw@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Create a Notification (Event) related to TicketCreate where it matches the
subject with something like "Notification of pending downtime". And that
goes to the group that matches the people whom you'd like to send.
CustomerGroups enabled, customers would be assigned membership according to
whom you wish to distribute this notification.

Then you'd create a ticket with a Pending Time and subject of "Notification
of pending downtime". This Pending time should be the day before it happens.
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.

Then yet one more Notification (Event) on close as defined in the Wiki.
http://wiki.otrs.org/index.php?title=Notify_Users_that_a_Ticket_has_closed

On Wed, Sep 14, 2011 at 3:06 PM, Garabed Yegavian <
Garabed@firelinebroadband.com> wrote:

> 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@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
> otrs-request@otrs.org
> Sent: Friday, September 09, 2011 5:00 AM
> To: otrs@otrs.org
> Subject: otrs Digest, Vol 36, Issue 16
>
> 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: Fri, 9 Sep 2011 00:47:11 -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-oUL4UAz55JO4TfhPUfdGgNOH80uHtRdk_iMHCRDkT4y-bA@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@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****
> >
> > ** **
> >
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