Where do I check to see if cron jobs are running?
Thank you,
Garabed Yegavian
Fireline Broadband
gara...@firelinebroadband.com
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From: otrs-boun...@otrs.org [otrs-boun...@otrs.org] On Behalf Of
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Sent: Thursday, September 29, 2011 11:22 PM
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Subject: otrs Digest, Vol 36, Issue 80
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Today's Topics:
1. Customer New Ticket View (Wagner)
2. Re: ACL Help (Wagner)
3. Re: Customer New Ticket View (Ugo Bellavance)
4. Stats about escalations (Ugo Bellavance)
5. Re: Customer New Ticket View (Wagner)
6. Generic Agent (Garabed Yegavian)
7. Re: Generic Agent (Shawn Beasley)
----------------------------------------------------------------------
Message: 1
Date: Thu, 29 Sep 2011 11:13:09 -0300
From: Wagner <wagner...@gmail.com>
Subject: [otrs] Customer New Ticket View
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<cao0inok8t2xaj9bftwilmafze1ajfmqao_i5udt1azecony...@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"
Hello guys,
i've removed the fields SLA, Queue from the Customer New ticket view, but
now I'm not able to create new tickets, I click in create, and it returns to
the view, as if any field that was required was not filled up, but there are
no red fields, I'm guessing, the Queue field, even removed, are still
required, so the ticket is not created.
Is there a way to change it?
Maybe I've done something wrong while removing this fields
Ps: removed the fields trough Sysconfig
Thanks
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Message: 2
Date: Thu, 29 Sep 2011 11:14:17 -0300
From: Wagner <wagner...@gmail.com>
Subject: Re: [otrs] ACL Help
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<cao0inomgxhvii4_a9cetvttvcjth-muvdacm5bzmcofclvi...@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"
Thanks for the help.
I was testing with root, worked with normal users
Thanks
2011/9/27 Nils Leideck <nils.leid...@leidex.net>
> Dear Wagner,
>
> make sure you are NOT working with the super user account r...@localhost.acl
> will never take effect for this user ;-)
>
> On 27.09.2011, at 20:03, Wagner wrote:
>
> > I'm trying to create a simply ACL, just copied the same from the otrs doc
> to Config.pm
> >
> > $Self->{TicketAcl}->{'ACL-Name-1'} = {
> > Properties => {
> > Ticket => {
> > Queue => ['Raw'],
> > },
> > },
> > Possible => {
> > Action => {
> > AgentTicketClose => 0,
> > },
> > },
> > };
> >
> > to remove the close option from the queue Raw, but this doesn't work,
> I've set everything to 0, and got nothing changed.
> > Is there anywhere that I should change? Or enable ACLs, anything to make
> this work?
>
> -- Cheers, Nils
>
> http://webint.cryptonode.de / a Fractal project
>
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Message: 3
Date: Thu, 29 Sep 2011 11:05:31 -0400
From: Ugo Bellavance <u...@lubik.ca>
Subject: Re: [otrs] Customer New Ticket View
To: otrs@otrs.org
Message-ID: <j621fr$jrq$1...@dough.gmane.org>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Le 2011-09-29 10:13, Wagner a ?crit :
> Hello guys,
>
> i've removed the fields SLA, Queue from the Customer New ticket view,
> but now I'm not able to create new tickets, I click in create, and it
> returns to the view, as if any field that was required was not filled
> up, but there are no red fields, I'm guessing, the Queue field, even
> removed, are still required, so the ticket is not created.
>
> Is there a way to change it?
>
> Maybe I've done something wrong while removing this fields
>
> Ps: removed the fields trough Sysconfig
On which version?
------------------------------
Message: 4
Date: Thu, 29 Sep 2011 13:09:41 -0400
From: Ugo Bellavance <u...@lubik.ca>
Subject: [otrs] Stats about escalations
To: otrs@otrs.org
Message-ID: <j628ol$jrq$2...@dough.gmane.org>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Hi,
I'm trying to find out a way to generate a report of the escalation that
have occured in the last month.
I've managed to get different information on tickets from the tickets
table, but I don't see any fields that would let me know if the ticket
has been escalated. There are a few fields starting with 'escalation',
but according to my tests, they are fields that define when the ticket
will be escalated, while I'm looking for a way to see if an escalation
has occured.
The other fields that look interesting are:
- timeout
- until_time
but I can't figure out their use.
Any help would be appreciated.
Thanks,
Ugo
------------------------------
Message: 5
Date: Thu, 29 Sep 2011 14:12:27 -0300
From: Wagner <wagner...@gmail.com>
Subject: Re: [otrs] Customer New Ticket View
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<CAO0ino=rXxrDJzG+f7mbR66SvGKiGY0rUfFM6q2gj_WD4=e...@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"
3.0.10
Em 29/09/2011 12:06, "Ugo Bellavance" <u...@lubik.ca> escreveu:
> Le 2011-09-29 10:13, Wagner a ?crit :
>> Hello guys,
>>
>> i've removed the fields SLA, Queue from the Customer New ticket view,
>> but now I'm not able to create new tickets, I click in create, and it
>> returns to the view, as if any field that was required was not filled
>> up, but there are no red fields, I'm guessing, the Queue field, even
>> removed, are still required, so the ticket is not created.
>>
>> Is there a way to change it?
>>
>> Maybe I've done something wrong while removing this fields
>>
>> Ps: removed the fields trough Sysconfig
>
> On which version?
>
>
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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Message: 6
Date: Thu, 29 Sep 2011 22:54:52 -0700
From: Garabed Yegavian <gara...@firelinebroadband.com>
Subject: [otrs] Generic Agent
To: "otrs@otrs.org" <otrs@otrs.org>
Message-ID:
<7221a0313a389f408e5982772db633fc0b2dad9...@fnsexch.fns.local>
Content-Type: text/plain; charset="iso-8859-1"
I am trying to change the state of a Ticket with the Generic Agent and for some
reason just cannot get it to work. I create a new ticket with a pending time of
1 day.
I have the generic agent setup to filter for pendings pending times after 5 min
and before (tried both) and based on a specific subject of the email.
My ticket action is to set a new state of in process.
Then I have a notification event that should send an email to a group based on
the state in process and the subject.
I just cant get the state to change. I even tried to use next state "in
process" when creating the new email hoping I could trigger the email that way
but nothing.
To be honest the whole reason I started using OTRS was due to this function,
can someone please help guide me as to why this wont work?
Thank you,
Garabed Yegavian
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Message: 7
Date: Fri, 30 Sep 2011 08:20:50 +0200
From: Shawn Beasley <shawn.beas...@otrs.com>
Subject: Re: [otrs] Generic Agent
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID: <0ae109b7-b851-4cc3-955e-37f1c72f7...@otrs.com>
Content-Type: text/plain; charset="iso-8859-1"
Garabed,
Are your cron jobs running? You need cron to trigger the agent.
On Sep 30, 2011, at 7:54 , Garabed Yegavian wrote:
> I am trying to change the state of a Ticket with the Generic Agent and for
> some reason just cannot get it to work. I create a new ticket with a pending
> time of 1 day.
>
>
> I have the generic agent setup to filter for pendings pending times after 5
> min and before (tried both) and based on a specific subject of the email.
>
> My ticket action is to set a new state of in process.
>
>
> Then I have a notification event that should send an email to a group based
> on the state in process and the subject.
> I just cant get the state to change. I even tried to use next state "in
> process" when creating the new email hoping I could trigger the email that
> way but nothing.
>
> To be honest the whole reason I started using OTRS was due to this function,
> can someone please help guide me as to why this wont work?....
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