I've made a generic agent and it is working when manually called (yes its give just ticket number and id but ok.. at least i've got something), but how call the agent on a ticket status change event? On 21/08/2015 16:31, Jan.Dreyer@bertelsmann.de wrote:

Hi.

...

Am 21.08.2015 um 16:05 schrieb Andrea Iannucci mailto:andrea.iannucci@firstclarity.com>:

I did already check that part but i cant see anywhere a way to add a command line to run, how should i add it?

At the moment i do have just a valid notification but in it i cant find anything related command line or external command, how can i add this possibility?

The only way I see ist via generic agent. There you can put a custom script, arguments for this script are always ticket number and ticket ID.

Regards — Jan Dreyer IT Administrator — Operations — A-SCM-IT IOX Expert ------------------------------------------------------------------------

This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the information in this email is strictly forbidden.

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

Hi Jan, apparently i cant find that option in admin interface and neither in general agent page, where it should be? Thanks On 21/08/2015 17:12, Jan.Dreyer@bertelsmann.de wrote:

hi.

...

Am 21.08.2015 um 17:46 schrieb Andrea Iannucci :

I've made a generic agent and it is working when manually called (yes its give just ticket number and id but ok.. at least i've got something), but how call the agent on a ticket status change event? "Event based execution" —> Ticket -> TicketStateUpdate —> (+)

Regards — Jan Dreyer IT Administrator — Operations — A-SCM-IT IOX Expert This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the information in this email is strictly forbidden.

Hi Jan, thanks for the sequence but actually i know where to create a new agent and i did create it. The things that i cant find is how activate the agent on a New ticket creation and on Ticket Update. You wrote to look for this: "Event based execution" —> Ticket -> TicketStateUpdate —> (+) It sound like what i need on the generic agent function, so that the agent is activated on this event, but i cant find this "path" anywhere. Thanks Best regards On 21/08/2015 17:34, Jan.Dreyer@bertelsmann.de wrote:

Hi.

...

Am 21.08.2015 um 18:32 schrieb Andrea Iannucci :

apparently i cant find that option in admin interface and neither in general agent page, where it should be? You will find it on the „create new generic agent“ page (from admin menu go to „generic agent“, then „add job“)

Regards — Jan Dreyer IT Administrator — Operations — A-SCM-IT IOX Expert This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the information in this email is strictly forbidden.

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

Hi Jan, at this point yes, the version is crucial, i thot was a function that was there since a lot of time :) Thanks for the screenshot, here is mine: http://picpaste.com/screenshot_otrs-wDVSkYiQ.PNG The version i'm using is: OTRS 3.0.8 I suppose that my OTRS version is old and maybe this function wasn't yet implemented, am i right? Thanks On 24/08/2015 09:11, Jan.Dreyer@bertelsmann.de wrote:

Hi Andrea.

...

Am 24.08.2015 um 09:36 schrieb Andrea Iannucci mailto:andrea.iannucci@firstclarity.com>:

thanks for the sequence but actually i know where to create a new agent and i did create it.

The things that i cant find is how activate the agent on a New ticket creation and on Ticket Update.

You wrote to look for this:

"Event based execution" —> Ticket -> TicketStateUpdate —> (+)

It sound like what i need on the generic agent function, so that the agent is activated on this event, but i cant find this "path" anywhere.

You did not tell us your OTRS version?

A picture tells more than 1000 words. See a screenshot of the relevant screen on http://picpaste.com/OTRS-qmc7mqaL.png. That’s a recent OTRS 4.0.1

Regards — Jan Dreyer IT Administrator — Operations — A-SCM-IT IOX Expert ------------------------------------------------------------------------

This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the information in this email is strictly forbidden.

Hi Jan, thanks again for your patience and support. So now i've to figure out how to update OTRS to newver version on a CentOS 5 box without having the pre-compiled packages :D and actually the current installation has been done via pre-compiled files... damn.... Thanks again Andrea On 24/08/2015 09:30, Jan.Dreyer@bertelsmann.de wrote:

Hi Andrea.

...

Am 24.08.2015 um 10:19 schrieb Andrea Iannucci :

The version i'm using is: OTRS 3.0.8

I suppose that my OTRS version is old and maybe this function wasn't yet implemented, am i right? Yes, that’s correct. AFAIK you should at least use OTRS 3.2 for this. no idea how to accomplish what you would like to do on 3.0. I don’t think Jay’s proposal would work on that version - it’s also written for 4.0 and I assume it relies on the event hooks that 3.0 not have.

Best wishes — Jan Dreyer IT Administrator — Operations — A-SCM-IT IOX Expert This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the information in this email is strictly forbidden.