I have read your response to the previous question in the mailing list archives about getting notifications when a ticket is closed where you said that the current cvs version supports this. I assume this means that the version that I am currently using 1.0.2 does not support this. If this is correct do you know when the cvs version will be released. We are thinking about using OTRS in a K-12 school system, but the ability to print out work orders that are closed (for archival purposes) is essential. Thank you for any help you may be able to give. Travis Kelley
Hi, On Fri, Mar 14, 2003 at 03:53:40PM -0600, Travis Kelley wrote:
I have read your response to the previous question in the mailing list archives about getting notifications when a ticket is closed where you said that the current cvs version supports this. I assume this means that the version that I am currently using 1.0.2 does not support this. If this is correct do you know when the cvs version will be released. We are thinking about using OTRS in a K-12 school system, but the ability to print out work orders that are closed (for archival purposes) is essential. Thank you for any help you may be able to give.
OTRS supports different sorts of notifications/responses via email. Auto: ===== * auto response to the sender (auto reply if a customer sends a new ticket or a follow up) - configurable for each queue * ticket state notification for the sender - configurable for each queue (CVS) * ticket owner notification for the sender - configurable for each queue (CVS) * ticket queue notification for the sender - configurable for each queue (CVS) * new ticket notification for the agent - configurable for each agent * ticket follow up notification for the agent - configurable for each agent * new ticket in personal queues notification for the agent - configurable for each agent * ticket lock timeout notification for the agent - configurable for each agent Manual: ======= * OTRS sends the agent answers also to the sender The current OTRS series is 1.0. The first version of OTRS 1.1 (current CVS) will be released on 2003-05-01. PS: If you want to test CVS snapshots got to ftp://ftp.otrs.org/pub/otrs/misc/snapshots/ (the mailing list for discussions about CVS versions is <dev at otrs.org>).
Travis Kelley
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
I'm not quite clear on which of these might be able to support what I need the server to do. What I need is for the server to send a copy of the ticket to an email address when the ticket is closed. I will use a printer to print anything that comes to this email address. If there is already documentation on how to do this somewhere could you please point me in the right direction. Travis Kelley
OTRS supports different sorts of notifications/responses via email.
Auto: ===== * auto response to the sender (auto reply if a customer sends a new ticket or a follow up) - configurable for each queue * ticket state notification for the sender - configurable for each queue (CVS) * ticket owner notification for the sender - configurable for each queue (CVS) * ticket queue notification for the sender - configurable for each queue (CVS) * new ticket notification for the agent - configurable for each agent * ticket follow up notification for the agent - configurable for each agent * new ticket in personal queues notification for the agent - configurable for each agent * ticket lock timeout notification for the agent - configurable for each agent
Manual: ======= * OTRS sends the agent answers also to the sender
Hi, On Sat, Mar 15, 2003 at 11:39:37PM -0600, Travis Kelley wrote:
I'm not quite clear on which of these might be able to support what I need the server to do. What I need is for the server to send a copy of the ticket to an email address when the ticket is closed. I will use a printer to print anything that comes to this email address. If there is already documentation on how to do this somewhere could you please point me in the right direction.
I'm also not sure, but I think you are looking for the "normal response" (called: standard response). Sends a copy of the anser to one or more email addresses. -=> Have a look at http://demo.otrs.org/ an click on "Compose Answer (email)" -=> empty answer
Travis Kelley
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson
I'm also not sure, but I think you are looking for the "normal response" (called: standard response). Sends a copy of the anser to one or more email addresses.
-=> Have a look at http://demo.otrs.org/ an click on "Compose Answer (email)" -=> empty answer
Martin Doesn't the compose answer function only email the person that you put in the To: field? What I need is for a copy of all tickets to be sent to an email that will be used to archive all jobs that have been completed. Right now we print the jobs out on a peice of paper, write on them what we did to fix them and then store them. I want to use otrs so we can edit and add notes to the tickets with the web based interface and have it send them to the email address that has a printer attached when the tickets are closed. This way I can just go by once a week and pick them up and throw them in a folder.
Travis
On Sun, Mar 16, 2003 at 08:33:03PM -0600, Travis Kelley wrote:
I'm also not sure, but I think you are looking for the "normal response" (called: standard response). Sends a copy of the anser to one or more email addresses.
-=> Have a look at http://demo.otrs.org/ an click on "Compose Answer (email)" -=> empty answer
Doesn't the compose answer function only email the person that you put in the To: field? What I need is for a copy of all tickets to be sent to an email that will be used to archive all jobs that have been completed. Right now we print the jobs out on a peice of paper, write on them what we did to fix them and then store them. I want to use otrs so we can edit and add notes to the tickets with the web based interface and have it send them to the email address that has a printer attached when the tickets are closed. This way I can just go by once a week and pick them up and throw them in a folder.
Ok. This isn't implemented. -=> But if you are able (or somebody in your school) to write SQL, then it's no problem to get all closed tickets (with all articles) form the database.
Travis
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier
I have been looking at the code for otrs and what I want to accomplish is to write the message to a file when it is closed. Here is the quick code I have written to do this: open(LOG, ">>/test.txt"); print LOG "This is a test"; close (LOG); I can put this in the index.pl and it will prints to the file. I also tried putting it into AgentClose.pm but I couldn't get the code to execute there. Could you give me some advice on where to put something along these lines to output all the ticket information to the file when the ticket is closed. Travis
Hi Travis, On Mon, Mar 17, 2003 at 04:00:38PM -0600, Travis Kelley wrote:
I have been looking at the code for otrs and what I want to accomplish is to write the message to a file when it is closed. Here is the quick code I have written to do this: [...]
I don't know if you can use it for your problem. I added a command line program to get a whole ticket as ascii output. bin/otrs.getTicketThread <TicketID> shell> bin/otrs.getTicketThread 11 ===================================================================== TicketNumber: 2003040810000025 TicketID: 11 Created: 2003-04-08 21:32:52 Queue: Junk State: open Priority: 3 normal Lock: lock CustomerID: bogen.net CustomerUserID: me --------------------------------------------------------------------- From: me+customer@bogen.net To: Junk Subject: test 1 Created: 2003-04-08 21:32:52 SenderType: customer Body: This is the first test. Adios ... Little "Skywalker" [...]
Travis
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl
participants (2)
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Martin Edenhofer -
Travis Kelley