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

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Today's Topics:

1. Re: Ticket Alerts (Gerald Young)

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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:

...

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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.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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