I see where you're going can you help me with; Create another Notification Event, perhaps in conjunction with a Generic Agent making a change to, for instance, State for the reminder once Pending Time has elapsed.
Thank you, Garabed Yegavian -----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of otrs-requ...@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 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-requ...@otrs.org You can reach the person managing the list at otrs-ow...@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: 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) ---------------------------------------------------------------------- Message: 1 Date: Thu, 15 Sep 2011 08:41:22 -0400 From: Gerald Young <cryth...@gmail.com> Subject: Re: [otrs] Display SLA field but not Service field in ticket creation interface in customer.pl To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <cakk-oujworradjewwa7ajl+ddf5hh4hjsn2q+kubufkg2ep...@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 <u...@lubik.ca> 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 > > > ------------------------------**------------------------------**--------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: > http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> > To unsubscribe: > http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> > -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20110915/454af9f2/attachment-0001.html> ------------------------------ Message: 2 Date: Thu, 15 Sep 2011 08:42:39 -0400 From: Gerald Young <cryth...@gmail.com> Subject: Re: [otrs] ACL to make available only certain TicketFreeText based on queue To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <cakk-ouko9pvyjoj5xgkfkdv-ouf6newxoq75dwpnjoylfrn...@mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" http://forums.otrs.org/viewtopic.php?f=60&t=8032 works on Queues. On Wed, Sep 14, 2011 at 1:00 PM, Idon <f...@hotmail.com> wrote: > Does anybody know the proper ACL syntax to be able to completely > enable/disable TicketFreeText based on Queues? I've tried different ways > and their not achieving what I need. Here's what I'm trying to achieve: > > I have two customers that must supply different additional info with new > tickets, with the only common additional info being contact phone number. > > The examples provided in the OTRS FAQ only change what options are > available in the TicketFreeKey drop-down. So, for instance, the following > ACL would simply remove "Other" from the TicketFreeKey2 selection, but would > not remove TicketFreeKey2 entirely, and commenting out TicketFreeText2 => > ['Other'] and specifying only TicketFreeKey2 => ['Choices'] has no effect: > > $Self->{TicketAcl}->{'ACL-**Name-Test'} = { > > # match properties > Properties => { > # current ticket match properties > Ticket => { > Queue => ['ABCCompany'], > }, > Frontend => { > Action => ['CustomerTicketMessage'], > }, > }, > > # return possible options (black list) > PossibleNot => { > Ticket => { > TicketFreeKey2 => ['Choices'], > TicketFreeText2 => ['Other'], > }, > }, > }; > > > The other alternative I tried, which also does not work, is the following > ACL. That "$Self->" entry under "Possible" acts globally and does not obey > the matching criteria and executes regardless of any ACL criteria: > > $Self->{TicketAcl}->{'ACL-**Name-Test'} = { > > # match properties > Properties => { > # current ticket match properties > Ticket => { > Queue => ['ABCCompany'], > }, > Frontend => { > Action => ['CustomerTicketMessage'], > }, > }, > > # return possible options (white list) > Possible => { > > $Self->{'Ticket::Frontend::**CustomerTicketMessage'}->{'**TicketFreeText'} > = { > '1' => '1', > '10' => '0', > '11' => '0', > '12' => '0', > '13' => '0', > '14' => '0', > '15' => '0', > '16' => '0', > '2' => 0, > '3' => '0', > '4' => '0', > '5' => '0', > '6' => '0', > '7' => '0', > '8' => '0', > '9' => '0', > }, > }, > }; > > > Someone on the Forums posted an example for hiding TicketFreeText using > CSS; however, that is limited, as I need it to operate on queues; therefore > I need an ACL I can place in Kernel/Config.pm. > > Any pointers would be greatly appreciated. > > Thanks > ------------------------------**------------------------------**--------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: > http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs> > To unsubscribe: > http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs> > -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20110915/f285ea62/attachment-0001.html> ------------------------------ Message: 3 Date: Thu, 15 Sep 2011 08:51:57 -0400 From: Gerald Young <cryth...@gmail.com> Subject: Re: [otrs] Ticket Alerts To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <CAKk-oUKmxSFLbGpFA8a_ehLFTgOSH9ZGh4O8ue=yz7mpbvc...@mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Create a Notification (Event) related to TicketCreate where it matches the subject with something like "Notification of pending downtime". And that goes to the group that matches the people whom you'd like to send. CustomerGroups enabled, customers would be assigned membership according to whom you wish to distribute this notification. Then you'd create a ticket with a Pending Time and subject of "Notification of pending downtime". This Pending time should be the day before it happens. Create another Notification Event, perhaps in conjunction with a Generic Agent making a change to, for instance, State for the reminder once Pending Time has elapsed. Then yet one more Notification (Event) on close as defined in the Wiki. http://wiki.otrs.org/index.php?title=Notify_Users_that_a_Ticket_has_closed On Wed, Sep 14, 2011 at 3:06 PM, Garabed Yegavian < gara...@firelinebroadband.com> wrote: > I just installed 3.0.10, any chance you might give me a quick run through > of the proposed settings? > > > > > Thank you, > > Garabed Yegavian > > > -----Original Message----- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > otrs-requ...@otrs.org > Sent: Friday, September 09, 2011 5:00 AM > To: otrs@otrs.org > Subject: otrs Digest, Vol 36, Issue 16 > > 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-requ...@otrs.org > > You can reach the person managing the list at > otrs-ow...@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: Fri, 9 Sep 2011 00:47:11 -0400 > From: Gerald Young <cryth...@gmail.com> > Subject: Re: [otrs] Ticket Alerts > To: "User questions and discussions about OTRS." <otrs@otrs.org> > Message-ID: > <cakk-oul4uaz55jo4tfhpufdggnoh80uhtrdk_imhcrdkt4y...@mail.gmail.com > > > Content-Type: text/plain; charset="windows-1252" > > I believe you can use a Notification (Event) to members of a group (in 3.x) > > On Thu, Sep 8, 2011 at 2:45 PM, Garabed Yegavian < > gara...@firelinebroadband.com> wrote: > > > I would like to be able to create a ticket for system downtime that would > > email all customers that would be effected by this ticket. The first > > notification would be to notify the customers of the outage. I would like > > for the system to automatically email a ticket reminder on the day the > > outage will be happening saying ?today?s the day?!!!! When the ticket is > > closed I will manually close the ticket which should email everyone the > > system is back up. Is this possible or has anyone had a similar situation > > which they have found a way to do something like this?**** > > > > ** ** > > > > ** ** > > > > ** ** > > > > ** ** > > > > Thank you,**** > > > > ** ** > > > > Garabed Yegavian**** > > > > ** ** > > > > --------------------------------------------------------------------- > > 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 > > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: < > http://lists.otrs.org/pipermail/otrs/attachments/20110909/f34c44fc/attachment-0001.html > > > > ------------------------------ > > --------------------------------------------------------------------- > 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 > > End of otrs Digest, Vol 36, Issue 16 > ************************************ > --------------------------------------------------------------------- > 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 > -------------- next part -------------- An HTML attachment was scrubbed... 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