/me reaches through the series of tubes to stab this person in the face.
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of dennis.wauer@xpointsoftware.de
Sent: Friday, September 23, 2011 12:14 PM
To: otrs@otrs.org
Subject: [otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY Re Ticke...
Vielen Dank fr Ihre E-Mail.
Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0.
Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH
Vielen Dank fr Ihre E-Mail.
Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0.
Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH
Vielen Dank fr Ihre E-Mail.
Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0.
Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH
Vielen Dank fr Ihre E-Mail.
Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0.
Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH
Vielen Dank fr Ihre E-Mail.
Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte an die Zentrale unter 09227-9450-0.
Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH
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
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" 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.orgmailto: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.orgmailto:otrs-request@otrs.org You can reach the person managing the list at otrs-owner@otrs.orgmailto: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." 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.commailto: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." 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.commailto: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.orgmailto:otrs@otrs.org
To subscribe or unsubscribe via the World Wide Web, visit
or, via email, send a message with subject or body 'help' to
otrs-request@otrs.orgmailto:otrs-request@otrs.org
You can reach the person managing the list at
otrs-owner@otrs.orgmailto: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.commailto: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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