Went through the directions however after running sudo ./Cron.sh restart fireline it lists Cron.sh start/stop OTRS ..... four times then I do crontab -l and I get nothing?
For your system you would run; sudo ./Cron.sh restart fireline Once the script has run check that the crontab for the otrs user has been filled crontab -l Once done, review your crontab backup file for any entries you might want to restore to you otrs users crontab and add them as necessary. Thank you, Garabed Yegavian 323.465.6772 x3414 -----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of otrs-requ...@otrs.org Sent: Thursday, October 06, 2011 1:25 PM To: otrs@otrs.org Subject: otrs Digest, Vol 37, Issue 9 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: Generic Agent (Rory) 2. Re: New line automatically inserted in event based Notifications (Gerald Young) 3. Re: Stats about escalations (Michiel Beijen) 4. ACL Ticket Type-Service (Carlos Andr?s Gallego Arboleda) 5. Re: ACL Ticket Type-Service (Nils Leideck) ---------------------------------------------------------------------- Message: 1 Date: Thu, 6 Oct 2011 13:45:18 +0100 From: Rory <rcler...@gmail.com> Subject: Re: [otrs] Generic Agent To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <CAGf7qGC88nEQeHnX+-Y8D0wWvB8VG_=dr7+sn8v1wlkwtdk...@mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Hi Garabed, We can see now that your Cron jobs are running correctly from this line; Oct 5 08:55:01 support CRON[32664]: (fireline) CMD (date) So the next thing to do is get the OTRS cron jobs included in the crontab. Firstly log in as your otrs user, fireline. List the current items of the crontab and save them to a file (in case you need to keep anything that is currently in the OTRS user's crontab) e.g. crontab -l > /opt/otrs/20111006_cronbackup When you run the otrs Cron.sh script it will overwrite whatever is currently in your crontab for the otrs user. Switch to the OTRS bin directory; cd /opt/otrs/bin The syntax for running the Cron.sh script as root is as follows sudo ./Cron.sh <start|stop|restart> <otrs_username> For your system you would run; sudo ./Cron.sh restart fireline Once the script has run check that the crontab for the otrs user has been filled crontab -l Once done, review your crontab backup file for any entries you might want to restore to you otrs users crontab and add them as necessary. Last thing is to make sure the generic agent crontab entry is enabled. List the contents of your crontab and look for the section about the Generic Agent. Make sure the following line does not have a hash symbol (#) at the start of the line which sould comment it out; */10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null If the line is commented out with a # then open the crontab for editing and remove it. Save the changes and you are done. >From this point on the crontab should be working correctly. If the Cron.sh script still didn't run for some reason let us know. The next thing to check is that your generic agent has run. Check the otrs log file when you expect your Generic Agent to have run to confirm that it worked. Let us know how you get on. Kind regards, Rory Clerkin ------------------------------ Message: 2 Date: Thu, 6 Oct 2011 11:05:46 -0400 From: Gerald Young <cryth...@gmail.com> Subject: Re: [otrs] New line automatically inserted in event based Notifications To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <CAKk-oULyfj5jU3GW9=xrt-a-q_piwvyz7zdn6n1s580kqb4...@mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Sometimes that happens with the wrapping of the window. If you drag it bigger, it may "fix" the issue. On Wed, Oct 5, 2011 at 11:51 AM, Robert Poreba <poreba.rob...@googlemail.com > wrote: > Hi All, > > Does anybody know how to stop formatting of event based notifications (ie. > inserting new line character every know and then)? > > Currently when we add a note, the email sent to the customer can look like > below which doesn't look very clear. > > Note added: > "a problem with its' Clustered HA firewalling system which is affecting the > even numbered mimecast servers" > > Notification sent: > > a problem with its' Clustered HA firewalling system which is affecting > > the > > even numbered mimecast servers > > I would like the notification to have the same format as the note added. > > -- > Thanks a lot > Robert > > --------------------------------------------------------------------- > 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/20111006/90d24a21/attachment-0001.html> ------------------------------ Message: 3 Date: Thu, 6 Oct 2011 18:41:23 +0200 From: Michiel Beijen <michiel.bei...@gmail.com> Subject: Re: [otrs] Stats about escalations To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <cabd0r12erbt6p+xr-novwf6m4pwfqcq5b0qujjxc-7eigbj...@mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hi Ugo, the timeout field is used for auto unlocking of tickets. The until_time field is used for storing the pending date. Unfortunately the escalation times are not stored at the ticket level, you would need to parse the ticket history to extract the data. -- Mike. On Sep 29, 2011 7:10 PM, "Ugo Bellavance" <u...@lubik.ca> wrote: > 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 > > --------------------------------------------------------------------- > 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/20111006/9ebefa59/attachment-0001.html> ------------------------------ Message: 4 Date: Thu, 6 Oct 2011 15:08:10 -0500 From: Carlos Andr?s Gallego Arboleda <carlos.gall...@itconsultores.com.co> Subject: [otrs] ACL Ticket Type-Service To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <CAF4NvhJHa4rkL+ONLAfP5tR5JBcgjFC5YjYp=iky7szacuf...@mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hello I have try to make an ACL, to restrict the use of the services depending of the ticket type. Like this $Self->{TicketAcl}->{'ACL-tipos'} = { Properties => { Ticket=>{ Type => ['Requerimientos'], }, }, PossibleNot => { # possible ticket options Ticket => { Service => ['[RegExp]^.*',], #Clear the list first }, }, Possible => { # possible ticket options Ticket => { Service => ['[RegExp]^.Requerimientos*',], #Adding the ticket types }, }, }; But I need your help whit this. The services are Requerimientos::Accesos Requerimientos::software Requerimientos::* I don't nkow how to use wildcards on the ACL Thanks for your help Carlos Gallego -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111006/361125a0/attachment-0001.html> ------------------------------ Message: 5 Date: Thu, 6 Oct 2011 22:23:52 +0200 From: Nils Leideck <nils.leid...@leidex.net> Subject: Re: [otrs] ACL Ticket Type-Service To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <b50d7e43-39e5-46bf-8d2f-dc01bfd7d...@leidex.net> Content-Type: text/plain; charset="windows-1252" Dear Carlos, you can use this one: $Self->{TicketAcl}->{'ACL-tipos'} = { Properties => { Type => { Name => ['Requerimientos'], }, }, Possible => { Ticket => { Service => ['[RegExp]^Requerimientos::'], }, }, }; Please keep in mind that ACLs don?t sum up. You have to define and match each possible situation in a separated ACL. On 06.10.2011, at 22:08, Carlos Andr?s Gallego Arboleda wrote: > I have try to make an ACL, to restrict the use of the services depending of > the ticket type. > But I need your help whit this. > > The services are: > Requerimientos::Accesos > Requerimientos::software > Requerimientos::* > > I don't nkow how to use wildcards on the ACL -- Cheers, Nils http://webint.cryptonode.de / a Fractal project -------------- next part -------------- An HTML attachment was scrubbed... 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