AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY Re: AUTO...

23 Sep 2011

      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
/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 mailto:ticketing@firelinebroadband.com>'. HistoryType => SendCustomerNotification, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine;

                            Sent email to '"Test Customer" mailto:garabedy@hotmail.com>' from 'Fireline Support mailto: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

Send otrs mailing list submissions to

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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

Subject: [otrs] ITSM API

To: "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

Subject: Re: [otrs] ITSM API

To: "User questions and discussions about OTRS."

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  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
...
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...
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...
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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
...
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."
...
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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...
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...
Archive: http://lists.otrs.org/pipermail/otrs
...
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...

dennis.wauer＠xpointsoftware.de

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