Use Calendar to create tickets in the future??
Can I use the Calendar to create tickets in the future? I see this as a nice feature, because I can schedule PMs or Lease returns etc. with it. Is this possible, or has anyone else used something to accomplish this? -- -- Steven http://www.glimasoutheast.org
Hi Steven, On Tue, May 30, 2006 at 12:58:24PM -0400, Steven wrote:
Can I use the Calendar to create tickets in the future?
No.
I see this as a nice feature, because I can schedule PMs or Lease returns etc. with it.
Is this possible, or has anyone else used something to accomplish this?
No. But you can tickets for the current time and set them to a pending state in future to get reminded for these tickets.
Steven
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Can I use the Calendar to create tickets in the future? I see this as a nice feature, because I can schedule PMs or Lease returns etc. with it. I think this would be cleaner than having a bunch of open tickets that should not be worked on for 6 months. I guess another option would be a separate database that stores and send email tickets when scheduled. Is this possible, or has anyone else used something to accomplish this? -- -- Steven http://www.glimasoutheast.org
Hi Steven, Steven schrieb:
Can I use the Calendar to create tickets in the future?
I see this as a nice feature, because I can schedule PMs or Lease returns etc. with it.
I think this would be cleaner than having a bunch of open tickets that should not be worked on for 6 months.
You could generate a new state-type (within the DB) e.g. "longtime-pendings" and 2 new states (within webgui) e.g. "PM" and "Lease" of state-type "lingtime-pendings". This long-time-tickets can be set to one of these states. Tickets of these states are not shown within the queues (This can be configured - but you don't want to see these pending tickets. ), but can be found with searching them. You then have to configure the whole system in a way, that overtime tickets of a state-type "longtime-pendings" get an automatic state-change to e.g. "open". Thus, the ticket pops up again within the queue-view.
I guess another option would be a separate database that stores and send email tickets when scheduled.
No good idea in my opinion.
Is this possible, or has anyone else used something to accomplish this?
Bye, Alex
I found a reference from Luis Fernando to do this.
The original sent reminders to the user who put the event in the calendar.
This one also puts in a ticket via email.
This is my altered version. I am using cron to run this daily.
custsup@mydomain.com is added as it is the email address of my ticket system.
-----------------------------
#!/usr/bin/perl
use DBI;
########## START CONFIG ##########
#maybe the MySQL information could be read from Kernel/Config.pm, but I don't know how to do it
$mysqluser = 'aaa';
$mysqlpass = 'bbb';
$mysqldb = 'otrs';
$mailprog = "/usr/sbin/sendmail";
########### END CONFIG ###########
$time=time();
$dia=(localtime($time))[3];
$mes=(localtime($time))[4]+1;
$ano=(localtime($time))[5]+1900;
$db_handle = DBI->connect("dbi:mysql:database=$mysqldb;host=localhost:port number;user=$mysqluser;password=$mysqlpass") or die
"Couldn't connect to database: $DBI::errstr\n";
$sql = "SELECT ce.start_time,up.preferences_value,ce.title,ce.content FROM calendar_event ce, calendar_event_involved cei,
user_preferences up WHERE ce.id=cei.event_id AND cei.user_id=up.user_id AND up.preferences_key LIKE 'UserEmail'";
$statement = $db_handle->prepare($sql) or die "Couldn't prepare query '$sql': $DBI::errstr\n";
$statement->execute() or die "Couldn't execute query '$sql': $DBI::errstr\n";
$reminders=0;
while (@Row = $statement->fetchrow()) {
if ((substr($Row[0], 0, 4) == $ano) && (substr($Row[0], 5, 2) == $mes) && (substr($Row[0], 8, 2) == $dia)) {
$reminders++;
$subject= "$Row[2]";
$body = "Reminder for $Row[0]\n\n";
#$body .= "Title: $Row[2]\n\n";
$body .= "$Row[3]";
open(MAIL,"|$mailprog -t") || die("Error opening $mailprog");
print MAIL "X-OTRS-CustomerUser: $Row[1]\n";
print MAIL "X-OTRS-Loop: True\n";
print MAIL "From: $Row[1]\n";
print MAIL "To: $Row[1],custsup\@mydomain.com\n";
print MAIL "Subject: $subject\n\n";
print MAIL "$body\n";
close(MAIL);
}
}
-----------------------------
--
--
Steven
http://www.glimasoutheast.org
"Alexander Scholler"
Hi Steven,
Steven schrieb:
Can I use the Calendar to create tickets in the future?
I see this as a nice feature, because I can schedule PMs or Lease returns etc. with it.
I think this would be cleaner than having a bunch of open tickets that should not be worked on for 6 months.
You could generate a new state-type (within the DB) e.g. "longtime-pendings" and 2 new states (within webgui) e.g. "PM" and "Lease" of state-type "lingtime-pendings".
This long-time-tickets can be set to one of these states. Tickets of these states are not shown within the queues (This can be configured - but you don't want to see these pending tickets. ), but can be found with searching them.
You then have to configure the whole system in a way, that overtime tickets of a state-type "longtime-pendings" get an automatic state-change to e.g. "open". Thus, the ticket pops up again within the queue-view.
I guess another option would be a separate database that stores and send email tickets when scheduled.
No good idea in my opinion.
Is this possible, or has anyone else used something to accomplish this?
Bye, Alex _______________________________________________ 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 Support orr consulting for your OTRS system? => http://www.otrs.com/
participants (3)
-
Alexander Scholler -
Christian Schoepplein -
Steven