Notification Stuff

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Is there a way to tie customers...

Hannes Lau

29 Sep 2002 29 Sep '02

4:27 p.m.

Hi there! Is there a possibility to a) Post an eMail to an agent, who subscribed a Queue, when the postmaster dispatches a ticket to it? It works if the ticket is posted into the queue directly, but if its dispatched from the raw-queue my agents wont be informed there's some work to do for them. b) To get a notificatian to an non-ticket-owner-account, if the ticket is unlocked by time-out? Greetings! Hannes Lau

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Martin Edenhofer

30 Sep 30 Sep

11:02 p.m.

Hi Hannes, On Sun, Sep 29, 2002 at 06:27:10PM +0200, Hannes Lau wrote:

...

Is there a possibility to

a) Post an eMail to an agent, who subscribed a Queue, when the postmaster dispatches a ticket to it? It works if the ticket is posted into the queue directly, but if its dispatched from the raw-queue my agents wont be informed there's some work to do for them.

Possible but not implemented. If you mean a notification to the "Queue subscribers" by move ticket. -=> "Easy" to implement (Kernel/System/Ticket.pm -> MoveByTicketID()) I put it to the todo-list (misc) - or somebody else implement it earlier.

...

b) To get a notificatian to an non-ticket-owner-account, if the ticket is unlocked by time-out?

The same. Possible but not implemented. -=> "Easy" to implement (Kernel/System/Ticket/Lock.pm -> SetLock()) I put it to the todo-list (misc) - or somebody else implement it earlier.

...

Greetings! Hannes Lau

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

Hannes Lau

11:13 p.m.

Hey Martin!

...

...
Is there a possibility to

a) Post an eMail to an agent, who subscribed a Queue, when the postmaster dispatches a ticket to it? It works if the ticket is posted into the queue directly, but if its dispatched from the raw-queue my agents wont be informed there's some work to do for them.

Possible but not implemented. If you mean a notification to the "Queue subscribers" by move ticket.

-=> "Easy" to implement (Kernel/System/Ticket.pm -> MoveByTicketID()) I put it to the todo-list (misc) - or somebody else implement it earlier.

I tried that one myself. I inserted a modified copy of the System/Postmaster/NewTicket.pm to the AgentMoveTicket.pm . My code ist just the simplest way, not using a template for that mail and without inserting a username oder Quename. Only

...

Ein neues Ticket wurde in Ihre Queue verschoben. Bitte besuchen sie http://www.domain.de/otrs/index.pl?Action=AgentZoom&TicketID=75

is sent to any Subsribed user with eMail Notication enabled.

...

...
b) To get a notificatian to an non-ticket-owner-account, if the ticket is unlocked by time-out?

The same. Possible but not implemented.

-=> "Easy" to implement (Kernel/System/Ticket/Lock.pm -> SetLock()) I put it to the todo-list (misc) - or somebody else implement it earlier.

For that one i made a second recipient in the UnlockTickets.pl email-sending-section. But i didn't work. The system does not send _any_ eMail, if a ticket is unlocked by TimeOut.I think I'll redo that change ;-) Greetings Hannes Lau

Martin Edenhofer

11:36 p.m.

Hi Hannes, On Tue, Oct 01, 2002 at 01:13:30AM +0200, Hannes Lau wrote:

...

...
[...] Ein neues Ticket wurde in Ihre Queue verschoben. Bitte besuchen sie http://www.domain.de/otrs/index.pl?Action=AgentZoom&TicketID=75

is sent to any Subsribed user with eMail Notication enabled.

Fine! :)

...

...
...
b) To get a notificatian to an non-ticket-owner-account, if the ticket is unlocked by time-out?

The same. Possible but not implemented.

-=> "Easy" to implement (Kernel/System/Ticket/Lock.pm -> SetLock()) I put it to the todo-list (misc) - or somebody else implement it earlier.

For that one i made a second recipient in the UnlockTickets.pl email-sending-section. But i didn't work. The system does not send _any_ eMail, if a ticket is unlocked by TimeOut.I think I'll redo that change ;-)

Ok, if you do this this way, just change: [bin/UnlockTickets.pl:213] To => $UserData{UserEmail}, [...] to: [...] To => 'your@email.com, '.$UserData{UserEmail}, [...] And it should work (quick hack). :-/

...

Greetings Hannes Lau

Hannes Lau

1 Oct 1 Oct

12:10 a.m.

...

...
...
...
b) To get a notificatian to an non-ticket-owner-account, if the ticket is unlocked by time-out?

The same. Possible but not implemented.

-=> "Easy" to implement (Kernel/System/Ticket/Lock.pm -> SetLock()) I put it to the todo-list (misc) - or somebody else implement it earlier.

For that one i made a second recipient in the UnlockTickets.pl email-sending-section. But i didn't work. The system does not send _any_ eMail, if a ticket is unlocked by TimeOut.I think I'll redo that change ;-)

Ok, if you do this this way, just change: To => 'your@email.com, '.$UserData{UserEmail},

:-) Thats exatly what i did. I modified the History entry too... My Problem is another one. The Tickets are not unlocked by the system. No Error Message, No History Entry, No Mail and the ticket keeps locked to the user. Configration is 5min as Timeout (no escalation time set) for the user queue. BTW: How is the Unlock-Process activated. I wasn't able to find a crown job todo this.. Perhaps i produced an error which stops the whole process. I'll try my luck again tomorrow. Have a nice rest Hannes Lau

Martin Edenhofer

12:23 a.m.

Hi Hannes, On Tue, Oct 01, 2002 at 02:10:44AM +0200, Hannes Lau wrote:

...

...
Ok, if you do this this way, just change: To => 'your@email.com, '.$UserData{UserEmail},

:-) Thats exatly what i did. I modified the History entry too... My Problem is another one. The Tickets are not unlocked by the system. No Error Message, No History Entry, No Mail and the ticket keeps locked to the user. Configration is 5min as Timeout (no escalation time set) for the user queue. BTW: How is the Unlock-Process activated. I wasn't able to find a crown job todo this.. Perhaps i produced an error which stops the whole process. I'll try my luck again tomorrow.

The cronjob is "var/cron/unlock". But, if no ticket is unlocked, maybe the ticket is answered? If yes, the ticket will not be unlocked (because the customer got a answer).

...

Hannes Lau

Hannes Lau

6:54 a.m.

New subject: Unlock-Cronjob [was: Notification Stuff]

Hi Martin!

...

...
...
Ok, if you do this this way, just change: To => 'your@email.com, '.$UserData{UserEmail},

:-) Thats exatly what i did. I modified the History entry too... My Problem is another one. The Tickets are not unlocked by the system. No Error Message, No History Entry, No Mail and the ticket keeps locked to the user. Configration is 5min as Timeout (no escalation time set) for the user queue. BTW: How is the Unlock-Process activated. I wasn't able to find a crown job todo this.. Perhaps i produced an error which stops the whole process. I'll try my luck again tomorrow.

The cronjob is "var/cron/unlock".

And how does my System know about it? There was no instruction in the /opt/OpenTRS/INSTALLATION to move it to my cronjobs directory or file or whatever. Whether root nor infosys nor otrs have this job, displaying it by crontab -u username -l

...

But, if no ticket is unlocked, maybe the ticket is answered?

No, it's a Testqueue and I'm the only human in the system at the moment....

...

If yes, the ticket will not be unlocked (because the customer got a answer).

Clever ;-) Greetings Hannes Lau

Martin Edenhofer

9:05 a.m.

New subject: Unlock-Cronjob [was: Notification Stuff]

Hi Hannes, On Tue, Oct 01, 2002 at 08:54:46AM +0200, Hannes Lau wrote:

...

...
[...] The cronjob is "var/cron/unlock".

And how does my System know about it? There was no instruction in the /opt/OpenTRS/INSTALLATION to move it to my cronjobs directory or file or whatever. Whether root nor infosys nor otrs have this job, displaying it by

crontab -u username -l

Ok. That's correct. I added it to the INSTALL file. Thanks. PS: Use $OTRS_HOME/bin/Cron.sh {start|stop|restart} (as OTRS user) to start/stop this cronjobs from var/cron/*. The SuSE and Red Hat rc-script is doing this automatically.

...

Hannes Lau

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972

Hannes Lau

9:55 p.m.

New subject: Unlock-Cronjob

Hello Martin!

...

...
...
[...] The cronjob is "var/cron/unlock".

And how does my System know about it? There was no instruction in the /opt/OpenTRS/INSTALLATION to move it to my cronjobs directory or file or whatever. Whether root nor infosys nor otrs have this job, displaying it by

crontab -u username -l

Ok. That's correct. I added it to the INSTALL file. Thanks.

PS: Use $OTRS_HOME/bin/Cron.sh {start|stop|restart} (as OTRS user) to start/stop this cronjobs from var/cron/*. The SuSE and Red Hat rc-script is doing this automatically.

I did that, but the probelm wasn't solved. I fixed a Syntax Error in my additions and the problem wasn't solved. server:/opt/OpenTRS$ bin/UnlockTickets.pl --timeout returns UnlockTickets.pl - unlock tickets Copyright (c) 2002 Martin Edenhofer Unlock old tickets: (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS/bin/..//Kernel/System/DB.pm line 93 during global destruction. and no tickets are unlocked. Perhaps I've got a problem escaping the @ in the history-entry but i don't see this blocking the whole unlock process. [...] HistoryComment => "Sent lock timeout notification to '$UserData{UserEmail}','info\@domainname.com'.", [...] Is there any other way of debugging? Could i send the return of cronjobs call to a file? Perhaps by replacing

...

...
/dev/null

? Is there a way to check if the crownjobs are run properly? It would be great, if you could give me some hints... Greetings Hannes Lau

Martin Edenhofer

11:04 p.m.

New subject: Unlock-Cronjob

Hi Hannes, On Tue, Oct 01, 2002 at 11:55:55PM +0200, Hannes Lau wrote:

...

...
[...] PS: Use $OTRS_HOME/bin/Cron.sh {start|stop|restart} (as OTRS user) to start/stop this cronjobs from var/cron/*. The SuSE and Red Hat rc-script is doing this automatically.

I did that, but the probelm wasn't solved. I fixed a Syntax Error in my additions and the problem wasn't solved.

server:/opt/OpenTRS$ bin/UnlockTickets.pl --timeout

returns

UnlockTickets.pl - unlock tickets Copyright (c) 2002 Martin Edenhofer Unlock old tickets: (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS/bin/..//Kernel/System/DB.pm line 93 during global destruction.

Update Kernel/System/DB.pm ( http://otrs.org/cgi-bin/cvsweb.cgi/~checkout~/otrs/Kernel/System/DB.pm?rev=1... ) and this message should go.

...

and no tickets are unlocked. Perhaps I've got a problem escaping the @ in the history-entry but i don't see this blocking the whole unlock process.

[...] HistoryComment => "Sent lock timeout notification to '$UserData{UserEmail}','info\@domainname.com'.", [...]

This looks fine.

...

Is there any other way of debugging? Could i send the return of cronjobs call to a file? Perhaps by replacing

...
...
/dev/null

Is there a way to check if the crownjobs are run properly?

For debugging execute the cronjobs in the shell (without >> /dev/null). For UnlockTickets.pl debugging use "server:/opt/OpenTRS$ bin/UnlockTickets.pl --all". If there is one locked ticket, it should be unlocked after this. [...] [00:52:48 martin@cuba]:~/src/otrs >bin/UnlockTickets.pl --all UnlockTickets.pl - unlock tickets Copyright (c) 2002 Martin Edenhofer <martin otrs.org> Unlock all tickets: Unlocking ticket id 1000015 ... done. [...] To check if the cronjobs are running have a look into the log file where your crond logs the events (e. g. /var/log/messages). [...] Oct 2 00:00:00 cuba /USR/SBIN/CRON[3912]: (otrs) CMD ($HOME/bin/UnlockTickets.pl --timeout >> /dev/null) [...] PS: You can change the email address for the cronjobs in var/cron/aaa_base. If one cronjobs writes to STDERR this email address gets the error message (just errors!). If you remove ">> /dev/null" this email address gets the whole output of the cronjobs (useful for debugging).

...

Greetings Hannes Lau

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.

Hannes Lau

2 Oct 2 Oct

1:34 p.m.

New subject: Unlock-Cronjob

Hello!

...

...
...
[...] PS: Use $OTRS_HOME/bin/Cron.sh {start|stop|restart} (as OTRS user) to start/stop this cronjobs from var/cron/*. The SuSE and Red Hat rc-script is doing this automatically.

I did that, but the probelm wasn't solved. I fixed a Syntax Error in my additions and the problem wasn't solved.

server:/opt/OpenTRS$ bin/UnlockTickets.pl --timeout

returns

UnlockTickets.pl - unlock tickets Copyright (c) 2002 Martin Edenhofer Unlock old tickets: (in cleanup) Can't call method "disconnect" on an undefined value at /opt/OpenTRS/bin/..//Kernel/System/DB.pm line 93 during global destruction.

Update Kernel/System/DB.pm ( http://otrs.org/cgi-bin/cvsweb.cgi/~checkout~/otrs/Kernel/System/DB.pm?rev=1... ) and this message should go.

Jup! Thanks for the quick help! The problem was cleared after updating and the tickets were unlocked.

...

...
and no tickets are unlocked. Perhaps I've got a problem escaping the @ in the history-entry but i don't see this blocking the whole unlock process.

[...] HistoryComment => "Sent lock timeout notification to '$UserData{UserEmail}','info\@domainname.com'.", [...]

This looks fine.

And didn't cause the problem :-)

...

...
Is there any other way of debugging? Could i send the return of cronjobs call to a file? Perhaps by replacing

...
...
/dev/null

Is there a way to check if the crownjobs are run properly?

[How to debugg cronjobs]

Hey thanks for the help. But your Kernel/System/db.pm update already fixed it. Now i've got my Unlock-Notifications & A notification, if a new ticket is assigned to a subscribed Queue. Thanks again! Hannes Lau

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