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<![CDATA[
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 <tamas.becz@ericsson.com>
Subject: [otrs] ITSM API
To: "otrs@otrs.org" <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 <michiel.beijen@gmail.com>
Subject: Re: [otrs] ITSM API
To: "User questions and discussions about OTRS." <otrs@otrs.org>
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 <tamas.becz@ericsson.com> 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 <Garabed@firelinebroadband.com>
Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29
To: "otrs@otrs.org" <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
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When replying, please edit your Subject line so it is more specific
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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 <crythias@gmail.com>
Subject: Re: [otrs] Ticket Alerts
To: "User questions and discussions about OTRS." <otrs@otrs.org>
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
>>
------------------------------
Message: 4
Date: Wed, 21 Sep 2011 15:58:31 -0400
From: Gerald Young <crythias@gmail.com>
Subject: Re: [otrs] otrs Digest, Vol 36, Issue 29
To: "User questions and discussions about OTRS." <otrs@otrs.org>
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
>
> 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 <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
> >>
>
> ---------------------------------------------------------------------
> 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
>
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------------------------------
Message: 5
Date: Thu, 22 Sep 2011 08:55:49 +0200
From: Tam?s Becz <tamas.becz@ericsson.com>
Subject: Re: [otrs] ITSM API
To: User questions and discussions about OTRS. <otrs@otrs.org>
Hi,
Cool, thanks
Tamas
> -----Original Message-----
> From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On
> Behalf Of Michiel Beijen
> Sent: Wednesday, September 21, 2011 5:21 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] ITSM API
>
> 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
------------------------------
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