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
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: 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
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
------------------------------**------------------------------**--------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs