Generic agent runs on the numbers you choose. (50 after the hour, 8 o'clock, etc.) The ticket can only be assigned to a customer. The Notification (Event) can go to a group.
On Mon, Sep 19, 2011 at 2:52 PM, Garabed Yegavian < gara...@firelinebroadband.com> wrote: > I created a Notification event #1 named Service Notification > Notification Group MTU > Event Create Ticket > Priority Normal > Subject Service Outage Notification > And then the subject and text of the notification > > Created a Generic Agent called Ticket Reminder, I am not sure how the > schedule work, I am assuming it runs the job at those time intervals??? > The ticket filter Looks for the Title Service notification > Pending Times , Ticket pending time reached last 10 minutes, not sure of > this.... > Ticket Action Set new priority 4 high > > I created a Notification event #2 named Service Notification 2 > Notification Group MTU > Event Ticket Priority Update > Subject Service Outage Notification > Subject Ticket now in progress > Text xxxxx > Notification article type email-notification external. > > Issue > > When I create a new ticket I can only send it to a specific customer not a > customer group. So I send it to a specific user to test. The ticket gets > escalated however it never send out the email notification of the > escalation? > > > > > 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... > URL: < > http://lists.otrs.org/pipermail/otrs/attachments/20110915/27d38363/attachment.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 22 > ************************************ > --------------------------------------------------------------------- > 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 >
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