Hey Garabed,
you wrote earlier: Could the reason it is not changing the states because I have not added the state in the config somewhere? I was reading and am a little confused where you are supposed to add new states. I went into the db and added the state, added in admin state as well. Is there anywhere else I need to add the new state to make it valid? Thank you, Garabed Yegavian Possible. OTRS is quite sensitive once you add or remove stuff directly in the database according to all its internal links. Try it with a status which is added normally, via ADMIN - STATUS or tell your filter rule to switch to a default status, that is already available in the database. By the way... i noticed that you have set your FILTER to topic = xxxx. Give it a more simple try and just put your subject to "TEST123ABC" or something else without special characters, spacers or such stuff. Try setting a filter for a special queue only and so on and so on. This way around you should notice where it gets stuck sooner or later. mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de <mailto:mgrze...@studienkreis.de> www.studienkreis.de <http://www.studienkreis.de/> AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bastian Schmidt-Faber Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Garabed Yegavian Gesendet: Dienstag, 27. September 2011 18:02 An: otrs@otrs.org Betreff: Re: [otrs] Ticket Alerts Ok needed to clean this thread up. Currently I am attempting to change the state of my ticket which will allow me to send a Notification to my customers. For some reason the state just is not changing. I create a ticket with a predefined subject "Service Outage Notification", and a pending date of the date I want the notification sent out. I created a generic agent with the following rules; Generic Agent is set to update state as follows Subject = Service Outage Notification Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" (also tried before 5 minutes) Ticket Action Set new state = in process The filter never seems to get triggered, I have looked through the logs and nothing L . I justy noticed under the create ticket there is a "next ticket state" could this be something I need to switch to in process? I don't see the new state "in process" in there but I am sure I can added through ADMIN. Thank you, Garabed Yegavian
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