Hi- Thanks for the reply. I do have the ticket in one of "My Queues" and I have follow ups enabled. If I don't Acknowledge the nagios alert and nagios sends a second email, I do get a follow up notification from OTRS. However when the nagios alert is changed from WARNING or CRITICAL to OK, a final email is sent. This email is received by OTRS and it ultimately closes the ticket. What used to happen, is that OTRS would forward me a copy of that mail as a "follow up" before closing the ticket. Now, it simply closes the ticket without any form of notification. The issue is that I then have to log into otrs or nagios to see the current status of the ticket. In the past I would see the ticket being opened in my email and then later closed. Thanks in advance for any insight you may be able to offer. fevin On Wed, Jan 12, 2011 at 1:30 PM, Michiel Beijen wrote:

Otrs would only send follow up notifications if the agent has the queue where the ticket is in in his "My Queues" under preferences, and enabled follow up notifications in his preferences as well.

Hope this helps,

Mike.

On Wednesday, January 12, 2011, fevin Kagen wrote:

...

Hi- I've just upgraded to 3.0.4 and everything looks great. I am having one problem related to my integration with Nagios. In our old system, Nagios would send a recovery email to otrs when an issue was resolved. This resulted in a "Follow Up" notification being sent to the agent as well as the ticket being automaticly closed. In the new system, the ticket is closed, but no notification is sent. I am able to go into "Notifications (Events)" and configure a notification for closed tickets, but this is less than ideal. Does anyone know why 3.0.4 doesn't send a "Follow Up" notification on SystemMonitoring recovery mails? Any idea how to make this work? Thanks- fevin

--------------------------------------------------------------------- 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

It's actually not an upgrade. It's a fresh install. We are actually abandoning our old system and starting new w/ 3.0.2. I supposed I can make it work. It just seems like it worked so well before and I figured I must be missing something obvious. Thanks again for the help. On Wed, Jan 12, 2011 at 2:49 PM, Michiel Beijen wrote:

What was the version you upgraded from? What's the big drawback of using an event-based notification? -- Mike

On Wed, Jan 12, 2011 at 8:26 PM, fevin Kagen wrote:

...

Hi- Thanks for the reply. I do have the ticket in one of "My Queues" and I have follow ups enabled. If I don't Acknowledge the nagios alert and nagios sends a second email, I do get a follow up notification from OTRS. However when the nagios alert is changed from WARNING or CRITICAL to OK, a final email is sent. This email is received by OTRS and it ultimately closes the ticket. What used to happen, is that OTRS would forward me a copy of that mail as a "follow up" before closing the ticket. Now, it simply closes the ticket without any form of notification.

The issue is that I then have to log into otrs or nagios to see the current status of the ticket. In the past I would see the ticket being opened in my email and then later closed.

Thanks in advance for any insight you may be able to offer. fevin

On Wed, Jan 12, 2011 at 1:30 PM, Michiel Beijen < michiel.beijen@gmail.com> wrote:

...

Otrs would only send follow up notifications if the agent has the queue where the ticket is in in his "My Queues" under preferences, and enabled follow up notifications in his preferences as well.

Hope this helps,

Mike.

On Wednesday, January 12, 2011, fevin Kagen

wrote:

...

...

Hi- I've just upgraded to 3.0.4 and everything looks great. I am having one problem related to my integration with Nagios. In our old system, Nagios would send a recovery email to otrs when an issue was resolved. This resulted in a "Follow Up" notification being sent to the agent as well as the ticket being automaticly closed. In the new system, the ticket is closed, but no notification is sent. I am able to go into "Notifications (Events)" and configure a notification for closed tickets, but this is less than ideal. Does anyone know why 3.0.4 doesn't send a "Follow Up" notification on SystemMonitoring recovery mails? Any idea how to make this work? Thanks- fevin

--------------------------------------------------------------------- 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

--------------------------------------------------------------------- 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

--------------------------------------------------------------------- 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

Thanks, Nils. This worked great. An added bonus is that I can now delay the actual closing of a ticket. This will be helpful for those "flapping" problems that might come and go a few times over the course of an hour. I haven't tested it, but I'm assuming it will reopen the old ticket as opposed to creating a new ticket as we have experienced in the past. On Thu, Jan 13, 2011 at 3:39 AM, Nils Leideck wrote:

Dear Fevin,

You might need to configure the SystemMonitoring module to NOT close the ticket on OK messages. Instead you could use a pending auto status so the ticket is closed automatically in x seconds after receiving the OK messages.

This way you should receive a normal follow up notification.

Cheers, Nils

— Nils Leideck Senior Consultant

http://webint.cryptonode.de / a Fractal project

On 12.01.2011, at 22:22, fevin Kagen wrote:

It's actually not an upgrade. It's a fresh install. We are actually abandoning our old system and starting new w/ 3.0.2.

I supposed I can make it work. It just seems like it worked so well before and I figured I must be missing something obvious.

Thanks again for the help.

On Wed, Jan 12, 2011 at 2:49 PM, Michiel Beijen wrote:

...

What was the version you upgraded from? What's the big drawback of using an event-based notification? -- Mike

On Wed, Jan 12, 2011 at 8:26 PM, fevin Kagen wrote:

...

Hi- Thanks for the reply. I do have the ticket in one of "My Queues" and I have follow ups enabled. If I don't Acknowledge the nagios alert and nagios sends a second email, I do get a follow up notification from OTRS. However when the nagios alert is changed from WARNING or CRITICAL to OK, a final email is sent. This email is received by OTRS and it ultimately closes the ticket. What used to happen, is that OTRS would forward me a copy of that mail as a "follow up" before closing the ticket. Now, it simply closes the ticket without any form of notification.

The issue is that I then have to log into otrs or nagios to see the current status of the ticket. In the past I would see the ticket being opened in my email and then later closed.

Thanks in advance for any insight you may be able to offer. fevin

On Wed, Jan 12, 2011 at 1:30 PM, Michiel Beijen < michiel.beijen@gmail.com> wrote:

...

Otrs would only send follow up notifications if the agent has the queue where the ticket is in in his "My Queues" under preferences, and enabled follow up notifications in his preferences as well.

Hope this helps,

Mike.

On Wednesday, January 12, 2011, fevin Kagen

wrote:

...

...

Hi- I've just upgraded to 3.0.4 and everything looks great. I am having one problem related to my integration with Nagios. In our old system, Nagios would send a recovery email to otrs when an issue was resolved. This resulted in a "Follow Up" notification being sent to the agent as well as the ticket being automaticly closed. In the new system, the ticket is closed, but no notification is sent. I am able to go into "Notifications (Events)" and configure a notification for closed tickets, but this is less than ideal. Does anyone know why 3.0.4 doesn't send a "Follow Up" notification on SystemMonitoring recovery mails? Any idea how to make this work? Thanks- fevin

--------------------------------------------------------------------- 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

--------------------------------------------------------------------- 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

--------------------------------------------------------------------- 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

--------------------------------------------------------------------- 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

--------------------------------------------------------------------- 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