GenericAgent, auto-forwarding tickets
Hi, I need to automatically forward all tickets that get moved to a certain queue. This functionality isn't implemented in the GenereicAgent. Could someone please give me a hint how to realize this via the GenericAgent CMD option ? I know how to send emails via script but I don't know how to use the CMD option. How can I access the subject, sender (customer) and body of the ticket ? Hints are also very welcome. Thanks in advance. Alexander -- radprax Gesellschaft für Medizinische Versorgungszentren mbH | Sitz und Registergericht: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Geschäftsführung: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Direktkontakt Fon +49 202 2489 1123, Fax +49 202 2489 94 1123
Would it make sense to say "Tickets moved to this queue are assigned a
watcher"?
Or do you want a Notification (Event) "Ticket Moved to this Queue"
TicketQueueUpdate?
Or do you want to unlock a ticket when moved to the queue and use the Agent
"My Queues" notification preferences?
On Fri, Nov 12, 2010 at 3:46 AM, Alexander Halle
Hi,
I need to automatically forward all tickets that get moved to a certain queue.
This functionality isn't implemented in the GenereicAgent. Could someone please give me a hint how to realize this via the GenericAgent CMD option ?
I know how to send emails via script but I don't know how to use the CMD option. How can I access the subject, sender (customer) and body of the ticket ?
Hints are also very welcome.
Thanks in advance.
Alexander
-- radprax Gesellschaft für Medizinische Versorgungszentren mbH | Sitz und Registergericht: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Geschäftsführung: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Direktkontakt Fon +49 202 2489 1123, Fax +49 202 2489 94 1123
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Gerald Young wrote :
Would it make sense to say "Tickets moved to this queue are assigned a watcher"? Or do you want a Notification (Event) "Ticket Moved to this Queue" TicketQueueUpdate? Or do you want to unlock a ticket when moved to the queue and use the Agent "My Queues" notification preferences?
Hi, none of the three above, I try to describe it better : We get emails on our OTRS account that need to be distributed to other email accounts. These emails are just passed through and don't represent an actual ticket. So the agents in fact route these emails to the correct adresses, because it was to error-prone to let the customers choose the right email adress. The "tickets" gets closed afterwards, because these emails aren't handled via OTRS. Most of our emails are real tickets but those pass-through-emails happen often enough that we need a more efficent way than manually forwarding and closing them. They should be just moved to the the right forward-queue and then OTRS shall do the rest - via GenericAgent I thought. Thanks in advance Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123
It appears possible to "Forward" the ticket by clicking a Response and
changing the To: email address (and subject?) manually. At the same time,
the next ticket state could be chosen closed. Otherwise, I'm not entirely
certain that the ticket can be forwarded as a normal email without some
development.
On Fri, Nov 12, 2010 at 6:22 AM, Alexander Halle
Gerald Young wrote :
Would it make sense to say "Tickets moved to this queue are assigned a
watcher"? Or do you want a Notification (Event) "Ticket Moved to this Queue" TicketQueueUpdate? Or do you want to unlock a ticket when moved to the queue and use the Agent "My Queues" notification preferences?
Hi,
none of the three above, I try to describe it better :
We get emails on our OTRS account that need to be distributed to other email accounts. These emails are just passed through and don't represent an actual ticket.
So the agents in fact route these emails to the correct adresses, because it was to error-prone to let the customers choose the right email adress. The "tickets" gets closed afterwards, because these emails aren't handled via OTRS.
Most of our emails are real tickets but those pass-through-emails happen often enough that we need a more efficent way than manually forwarding and closing them. They should be just moved to the the right forward-queue and then OTRS shall do the rest - via GenericAgent I thought.
Thanks in advance
Alexander
-- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123
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Hello team, I am new to OTRS. I have successfully installed OTRS 3.0 on Win32 platform and it is working fine. I wanted to automatically generate stat reports on periodic basis. I see the documentation that I can use MkStat.pl for this, but I am not able to find this file/module on my server. I don't see it in otrs/bin directory. I have searched it on entire disk and it is not found anywhere. I also did fresh install on new test server and didn't see this file on new server either. Any idea where I can get it? Thanks in advance for your help. GoodWills Parag Bhalerao
Hi Parag,
The file is actually renamed to otrs.GenerateStats.pl. you'll find it
in your otrs/bin directory.
The admin manual will be updated ASAP.
--
Mike.
On Fri, Nov 12, 2010 at 3:43 PM, Parag Bhalerao
Hello team,
I am new to OTRS. I have successfully installed OTRS 3.0 on Win32 platform and it is working fine. I wanted to automatically generate stat reports on periodic basis. I see the documentation that I can use MkStat.pl for this, but I am not able to find this file/module on my server. I don’t see it in otrs/bin directory. I have searched it on entire disk and it is not found anywhere. I also did fresh install on new test server and didn’t see this file on new server either. Any idea where I can get it? Thanks in advance for your help.
GoodWills
Parag Bhalerao
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Parag Bhalerao wrote :
I am new to OTRS. I have successfully installed OTRS 3.0 on Win32 platform and it is working fine. I wanted to automatically generate stat reports on periodic basis. I see the documentation that I can use MkStat.pl for this, but I am not able to find this file/module on my server. I don’t see it in otrs/bin directory. I have searched it on entire disk and it is not found anywhere. I also did fresh install on new test server and didn’t see this file on new server either. Any idea where I can get it? Thanks in advance for your help.
Hi Parag, the documentation seems to be wrong, please try the file otrs.GenerateStats.pl instead. Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123
Thanks Alex and Michiel, otrs.GenerateStats.pl did the trick.. thanks again. GoodWills Parag Bhalerao -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Halle Sent: Friday, November 12, 2010 10:17 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] MkStat.pl not found Parag Bhalerao wrote :
I am new to OTRS. I have successfully installed OTRS 3.0 on Win32 platform and it is working fine. I wanted to automatically generate stat reports on periodic basis. I see the documentation that I can use MkStat.pl for this, but I am not able to find this file/module on my server. I don't see it in otrs/bin directory. I have searched it on entire disk and it is not found anywhere. I also did fresh install on new test server and didn't see this file on new server either. Any idea where I can get it? Thanks in advance for your help.
Hi Parag, the documentation seems to be wrong, please try the file otrs.GenerateStats.pl instead. Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123 --------------------------------------------------------------------- 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
Hi, I was wondering if there is a way to define user levels. For example, Agent > Queue Manager Should see all the tickets assigned only to his/her queue including tickets assigned to other agents within that queue, but should not see tickets from other queues Agent > Normal Should not have option to change configurations (should not see Admin tab) Customer > Company Admin Should see all the tickets from his company created by all the customers\ Regular customer users should see only their own tickets GoodWills Parag Bhalerao
Parag Bhalerao wrote :
I was wondering if there is a way to define user levels. For example,
Hi Parag, this is possible and common, please see chapter 5.2 of the manual for your version (http://doc.otrs.org/). You have to define groups and then assign roles or users to that groups. Using roles is better but a bit more complicated : group <-> user group <-> role, role <-> user
Agent > Queue Manager Should see all the tickets assigned only to his/her queue including tickets assigned to other agents within that queue, but should not see tickets from other queues
You can assgin groups to queues.
Agent > Normal Should not have option to change configurations (should not see Admin tab)
You can assign groups to screens like the whole admin screen or subscreens. This is done via SysConfig, please look for example at Frontend::Admin::ModuleRegistration. But there should already exist a admin group, please check if it is only assigned to the roles (or users) that shall have access to the admin area.
Customer > Company Admin Should see all the tickets from his company created by all the customers\ Regular customer users should see only their own tickets
Sorry, this exceeds my knowledge. I think the feature you're looking for are the so called company tickets. Basically you assign customers to companies to allow them to see tickets of others customers within the same company. To restrict this to only one customer of a company I have read that you assign every customer to a pseudo company so that you can then assign all these pseudo companies to the "company admin" (id1;id2;id3 ...). But as said, I haven't yet tried this and I don't know if it's the only known way. Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123
Customer > Company Admin Should see all the tickets from his company created by all the customers\ Regular customer users should see only their own tickets
In OTRS 3.x, you can do this. (doesn't work in 2.4.x)
You can explicitly attach a permission group to a module registration
in the Customer GUI. You can enable CustomerGroups, create a group
"CustomerManager", add a few customers to it, and restrict the rights
of CompanyTickets to this permission group.
Done!
--
Mike.
On Thu, Nov 18, 2010 at 2:27 PM, Alexander Halle
Parag Bhalerao wrote :
I was wondering if there is a way to define user levels. For example,
Hi Parag,
this is possible and common, please see chapter 5.2 of the manual for your version (http://doc.otrs.org/).
You have to define groups and then assign roles or users to that groups. Using roles is better but a bit more complicated :
group <-> user group <-> role, role <-> user
Agent > Queue Manager Should see all the tickets assigned only to his/her queue including tickets assigned to other agents within that queue, but should not see tickets from other queues
You can assgin groups to queues.
Agent > Normal Should not have option to change configurations (should not see Admin tab)
You can assign groups to screens like the whole admin screen or subscreens. This is done via SysConfig, please look for example at Frontend::Admin::ModuleRegistration.
But there should already exist a admin group, please check if it is only assigned to the roles (or users) that shall have access to the admin area.
Customer > Company Admin Should see all the tickets from his company created by all the customers\ Regular customer users should see only their own tickets
Sorry, this exceeds my knowledge.
I think the feature you're looking for are the so called company tickets. Basically you assign customers to companies to allow them to see tickets of others customers within the same company. To restrict this to only one customer of a company I have read that you assign every customer to a pseudo company so that you can then assign all these pseudo companies to the "company admin" (id1;id2;id3 ...).
But as said, I haven't yet tried this and I don't know if it's the only known way.
Regards
Alexander
-- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123
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Gerald Young wrote : [...]
Otherwise, I'm not entirely certain that the ticket can be forwarded as a normal email without some development.
Hi Gerald, many thanks for your answers and the quick reply time. I have to rethink the problem. I assumed that it would be easy to access the email subject and body via parameters, I have never yet tried the GenericAgent CMD option :( so I thought I could simply write a shell script. Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123
What about using a combination of GenericAgent and Event Based notification?
* Use a GenericAgent job to move to some special queue.
* Create an event based notification to send the text to the
predefined address if a ticket is moved into this queue.
Yes, it would be nicer if GenericAgent would allow to be triggered by events,
Yes, it would be nicer if GenericAgent could send email...
But I guess this approach would be workable?
--
Mike
On Fri, Nov 12, 2010 at 12:22 PM, Alexander Halle
Gerald Young wrote :
Would it make sense to say "Tickets moved to this queue are assigned a watcher"? Or do you want a Notification (Event) "Ticket Moved to this Queue" TicketQueueUpdate? Or do you want to unlock a ticket when moved to the queue and use the Agent "My Queues" notification preferences?
Hi,
none of the three above, I try to describe it better :
We get emails on our OTRS account that need to be distributed to other email accounts. These emails are just passed through and don't represent an actual ticket.
So the agents in fact route these emails to the correct adresses, because it was to error-prone to let the customers choose the right email adress. The "tickets" gets closed afterwards, because these emails aren't handled via OTRS.
Most of our emails are real tickets but those pass-through-emails happen often enough that we need a more efficent way than manually forwarding and closing them. They should be just moved to the the right forward-queue and then OTRS shall do the rest - via GenericAgent I thought.
Thanks in advance
Alexander
-- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123
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Michiel Beijen wrote :
What about using a combination of GenericAgent and Event Based notification? * Use a GenericAgent job to move to some special queue. * Create an event based notification to send the text to the predefined address if a ticket is moved into this queue.
Hi Mike, thanks for the reply :) Yes, using the event based notification to get the email body should work, good idea.
Yes, it would be nicer if GenericAgent would allow to be triggered by events, Yes, it would be nicer if GenericAgent could send email...
It's opensource, I'm free to implement this myself or by third party / OTRS AG =) Thanks Mike, thanks Gerald. Regards Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123
participants (4)
-
Alexander Halle -
Gerald Young -
Michiel Beijen -
Parag Bhalerao