For some reason I cannot get an email to go out when the ticket gets escalated or it looks like I am not even changing the status and maybe that is why. I have a generic agent that does the following: Schedule minutes is 10 every day Ticket filter= Service Notification Pending times reached: before 5 minutes Ticket action Set new priority= 4 high And I tried Set new state: in process; I created this new state For some reason it never changes priority or state however the ticket gets esulated, not sure of the relationship. My notification event is as follows Reciepient groups= customer Reciepient groups= MTU Event= ticket priority update or ticket state update ( I have tried both seperatly) State = in process or Priority = 4 high Article type= email-notification-ext Subject match = Service Outage Notification Where am I going wrong? 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.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.org You can reach the person managing the list at 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.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

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org Sent: Thursday, September 15, 2011 5:59 AM To: otrs@otrs.org Subject: otrs Digest, Vol 36, Issue 22

Send otrs mailing list submissions to otrs@otrs.org

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Today's Topics:

1. Re: Display SLA field but not Service field in ticket creation interface in customer.pl (Gerald Young) 2. Re: ACL to make available only certain TicketFreeText based on queue (Gerald Young) 3. Re: Ticket Alerts (Gerald Young)

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Message: 1 Date: Thu, 15 Sep 2011 08:41:22 -0400 From: Gerald Young Subject: Re: [otrs] Display SLA field but not Service field in ticket creation interface in customer.pl To: "User questions and discussions about OTRS." Message-ID: < CAKk-oUJWORRAdjewwA7AjL+DdF5Hh4hjSn2Q+kUBuFkG2epvrQ@mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1"

ServiceID would be a number (see the URL for ID= in services)

On Wed, Sep 14, 2011 at 12:20 PM, Ugo Bellavance wrote:

...

Le 2011-08-10 18:45, Gerald Young a ?crit :

You can edit the dtl and change the select option to input type=hidden

...

for the service.

This worked for the type, but when I tried with Service, it doesn't work:

<input type="hidden" name="TypeID" value="Other"> for type

<input type="hidden" name="ServiceID" value="Standard"> for service

Actually, it kind of works, because Service field is not there, but since the SLA fields depends on what's in the Service field, I don't see my SLAs linked to my "Standard" service.

Thanks,

Ugo

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