Hello Garabed,
well that´s because your filter is not triggered at all
>>
Ticket Filter
Pending Times = Ticket pending time reached "last 5 minutes"
Change this to BEFORE instead of last.
Had a similar problem while creating an agent for proper auto close actions.
Don´t ask me why it works with "before..." instead of "last..." so. Seems like
OTRS takes "last..." as exact time stamp, where "before..." actually indicates
a certain frame.
mit freundlichen Grüßen
Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter
Universitätsstraße 104, 44799 Bochum
Tel.: 02 34/97 60 - 404
mgrze...@studienkreis.de
www.studienkreis.de
AG Bochum HRB 4581
Geschäftsführer:
Franz Dahlmanns
Bastian Schmidt-Faber
-----Ursprüngliche Nachricht-----
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von
Garabed Yegavian
Gesendet: Freitag, 23. September 2011 20:59
An: otrs@otrs.org
Betreff: [otrs] Re Ticket Alerts
Here is my log, I don't see anywhere where it tries to change the state?
Sent customer 'Tustine Service Notification'
notification to 'garab...@hotmail.com'.
Sent email to 'garab...@hotmail.com' from 'Fireline
Support <ticket...@firelinebroadband.com>'. HistoryType =>
SendCustomerNotification, Subject => [Ticket#2011092310000017] Service
Outage Notification Tustine;
Sent email to '"Test Customer"
<garab...@hotmail.com>' from 'Fireline Support
<ticket...@firelinebroadband.com>'. HistoryType => EmailAgent, Subject
=> [Ticket#2011092310000017] Service Outage Notification Tustine;
New Ticket [2011092310000017/Service Outage ]
created (TicketID=19,Queue=Technical Support,Priority=3 normal,State=open)
Generic Agent is set to update state as follows
Subject = Service Notification Tustine
Ticket Filter
Pending Times = Ticket pending time reached "last 5 minutes"
Ticket Action
Set new state = in process
Thank you,
Garabed Yegavian
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