[otrs] Ticket Escalation
Hi All, In our ticketing system we need to escalate the ticket after a particular time to a different level or queue. I am aware about that if can be achievable by using *GenericAgent job *by using some script or program;But I have some doubt about the ticket 1) How the ticket get store in the OTRS. 2) How OTRS ticket functionality work for the escalation w.r.t. time.( from which tables it picks the time and other things for escalation.) 3) What are the module I have to check for the ecalation. -- Regards, Sourabh Sarwate Mobile No : +91-9948894587 - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Postmaster Filter - rewrite subject line?
Hi James, I have the exact same problem that you already solved. I'm some kind of newbe in OTRS and based on your response to Richard, I decided to install OTRS and try the solution. Would you be please so kind and share the solution with this mailing list? Best regards, Marko Hi Richard, I had the same problem when using OTRS against one of our partner's RT systems. Our OTRS email address is actually registered as an agent in RT, so we get a copy of everything noted on tickets, and sent/received from customers. The only problem with this is that they come through with RT's subject line headers, rather than a reference to the OTRS ticket number - since they never actually write directly to OTRS. I wrote a script that the mail gets piped through (from Sendmail) before it gets to the Postmaster script. That script checks the subject line for the RT ticket number and then checks the OTRS ticket table for that RT number in one of the TicketFreeText fields and then if it finds one modifies the subject line to include the ticket number it found that RT number in the TicketFreeText of. If not, it doesn't modify the subject allowing a new ticket to be created. The beauty of this system is that it means I'll only ever have one OTRS ticket per RT ticket. It also seems to handle merged OTRS tickets of multiple RT tickets just fine which is a bonus. While it's at it, it changes the ticket type to customer-email-internal for RT notes and email-external for emails they send out. Pretty cool. I hope this solution might help you get where you want to be. James. -Original Message- From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Richard Cross Sent: Thursday, 10 December 2009 10:45 PM To: otrs at otrs.org Subject: [otrs] Postmaster Filter - rewrite subject line? Hi, I have OTRS set up to receive Hyperic HQ email alerts. These work fine, but when I fix something in Hyperic, it sends out a new alert message with the same subject, suffixed with the word "fixed". The problem I have is that, because the subject line is different, OTRS raises a new ticket for what are really just follow-ups. What I would like to do is have OTRS rewrite the subject line to remove the word "fixed", thereby preventing it from creating a new ticket. I tried this in the Postmaster Filter section, but it won't let me select "Subject" in the "Set" section. I know the manual suggests that you can use Kernel::System::PostMaster::Filter::Match to write your own filter rules, but I'm not sure what the supported "Set" key/values are - if they're the same as provided by the UI, then I'll still have the same problem. Can someone suggest a solution? Regards, Richard Cross. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Possible Restore of Tickets after Delete by Generic Agent
> we have the Problem that an Generic Agent has delete all > Tickets of us. > The Problem is, we have an Error in our Backup and i can only > Back to 07.12.2009 but i need 22.12.2009. I've not verified this, but assume that the OTRS code used the SQL delete command. Assuming this is true the only restoration path available to you would be in the SQL restoration realm. Outside that of OTRS; with no back-up available any solution will probably be in some type of SQL restore. (Don't know what kind of manipulation can be done on the SQL to undo the delete transaction.) You might want to look at the database and see if the ticket/articles were removed (deleted) or simply marked unavailable somehow (moved to a different table) vs. being deleted. gl - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Possible Restore of Tickets after Delete by Generic Agent
Hi Christian, it seems that you using OTRS 2.1.6, which is has an generic agent race condition bug. :-/ It got fixed in 2007 (see also http://otrs.org/news/2007/otrs_2_2_4/ and http://bugs.otrs.org/show_bug.cgi?id=2375). -Martin On 03.01.2010, at 21:04, Christian Hecht wrote: > Hi, > > we have the Problem that an Generic Agent has delete all Tickets of us. > > Dec 23 20:25:01 ticketing cron[5339]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl > >> /dev/null) > Dec 23 20:25:57 ticketing sshd[5341]: Invalid user from 10.80.4.5 > Dec 23 20:25:57 ticketing sshd[5341]: Failed none for invalid user from > 10.80.4.5 port 2685 ssh2 > Dec 23 20:25:58 ticketing sshd[5341]: Failed password for invalid user from > 10.80.4.5 port 2685 ssh2 > Dec 23 20:28:42 ticketing sshd[5344]: Invalid user from 10.80.4.5 > Dec 23 20:28:42 ticketing sshd[5344]: Failed none for invalid user from > 10.80.4.5 port 2946 ssh2 > Dec 23 20:30:05 ticketing cron[5350]: (root) CMD (test -x /usr/sbin/run-crons > && /usr/sbin/run-crons ) > Dec 23 20:30:07 ticketing cron[5362]: (otrs) CMD ($HOME/bin/GenericAgent.pl > >> /dev/null) > Dec 23 20:30:07 ticketing cron[5364]: (root) CMD (/sbin/hwclock -s) > Dec 23 20:30:08 ticketing cron[5366]: (otrs) CMD ($HOME/bin/GenericAgent.pl > -c db >> /dev/null) > Dec 23 20:30:08 ticketing cron[5368]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl > >> /dev/null) > Dec 23 20:31:01 ticketing sshd[5370]: Did not receive identification string > from 10.80.4.5 > Dec 23 20:33:19 ticketing sshd[5374]: Invalid user from 10.80.4.5 > Dec 23 20:33:19 ticketing sshd[5374]: Failed none for invalid user from > 10.80.4.5 port 3434 ssh2 > Dec 23 20:33:19 ticketing sshd[5374]: Failed password for invalid user from > 10.80.4.5 port 3434 ssh2 > Dec 23 20:35:01 ticketing cron[5378]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl > >> /dev/null) > Dec 23 20:35:01 ticketing cron[5379]: (otrs) CMD ($HOME/bin/UnlockTickets.pl > --timeout >> /dev/null) > Dec 23 20:35:49 ticketing sshd[5382]: Invalid user from 10.80.4.5 > Dec 23 20:35:49 ticketing sshd[5382]: Failed none for invalid user from > 10.80.4.5 port 3709 ssh2 > Dec 23 20:35:50 ticketing sshd[5382]: Failed password for invalid user from > 10.80.4.5 port 3709 ssh2 > Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5367]: > [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job > 'Delete-Call' from db. > Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5310]: > [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job > 'Delete-Call' from db. > Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: > [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job > 'Delete-Call' from db. > Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: > [Error][Kernel::System::GenericAgent::JobAdd][Line:820]: Can't add job > 'Delete-Call', job already exists! > Dec 23 20:36:01 ticketing cron[5388]: (root) CMD (/sbin/hwclock -s) > Dec 23 20:36:04 ticketing OTRS-GenericAgent-30[5266]: > [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket > (200802053051/3068). > Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: > [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket > (200802053069/3069). > Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: > [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket > (200802053078/3070). > Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: > [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket > (200802053087/3071). > > > The Problem is, we have an Error in our Backup and i can only Back to > 07.12.2009 but i need 22.12.2009. > > thanks for Help > > >> >> OTRS: 2.1.6 >> OS: Gentoo 3.4.6-r1 >> Apache: ? >> MySQLVer 14.12. Distrib 5.0.26 >> >> Thanks Allot - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] otrs 2.4.5 - Compose Answer (email) - Premature end of script headers
Hi, I just installed OTRS version 2.4.5 (using rpm @ otrs.org). Everything is working well except one thing. In order to compose an answer (empty email) and submitting it nothing happened for approx. 2 minutes. Then I got "Internal Server Error" (CentOS 4.x) or "Proxy error" (CentOS 5.4) and email has been sent to the recipient. There are some entries in logs: /etc/httpd/logs/error_log: [Sun Jan 03 22:20:15 2010] [error] [client 10.10.1.240] Premature end of script headers: index.pl, referer: http://10.10.1.73/otrs/index.pl?Action=AgentTicketCompose&ResponseID=1&TicketID=76&ArticleID=269 /tmp/otrs.log [Sun Jan 3 22:20:17 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"" <>' from ''. HistoryType => SendAnswer, Subject => Re: [Ticket#201001011066] t14; I'm running: CentOS v. 4.x(kernel 2.6.18-164.2.1.el5.028stab066.10 - OpneVZ VPS) OTRS v2.4.5 apache 2.0.52 mysql 4.1.22 perl v5.8.8 perl modules: o CGIok (v3.48) o Date::Pcalcok (v1.2) o Date::Format...ok (v2.24) o DBIok (v1.40) o DBD::mysql.ok (v2.9004) o Digest::MD5ok (v2.36) o Crypt::PasswdMD5...ok (v1.3) o LWP::UserAgent.ok (v2.031) o Encode::HanExtra...ok (v0.23) o IO::Scalar.ok (v2.110) o IO::Wrap...ok (v2.110) o MIME::Base64...ok (v3.07) o Mail::Internet.ok (v2.04) o MIME::Toolsok (v5.427) o Net::DNS...ok (v0.66) o Net::POP3..ok (v2.28) o Mail::POP3Client...ok (v2.18 ) o IO::Socket::SSL.ok (v1.31) o Net::IMAP::Simple..ok (v1.17) o Net::IMAP::Simple::SSL..ok (v1.3) o Net::SMTP..ok (v2.29) o Authen::SASLok (v2.12) o Net::SMTP::SSL..ok (v1.01) o Net::LDAP..ok (v0.31) o GD.Not installed! o GD::TextNot installed! o GD::Graph...Not installed! o GD::Graph::linesNot installed! o GD::Text::Align.Not installed! o PDF::API2..ok (v0.73) o Compress::Zlib..ok (v2.023) o SOAP::Lite.ok (v0.710.10) o XML::Parserok (v2.34) I got the same behavior running CentOS 5.4 May I ask for some suggestion / help please. -- Best Regards Peter - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Possible Restore of Tickets after Delete by Generic Agent
Hi, we have the Problem that an Generic Agent has delete all Tickets of us. Dec 23 20:25:01 ticketing cron[5339]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:25:57 ticketing sshd[5341]: Invalid user from 10.80.4.5 Dec 23 20:25:57 ticketing sshd[5341]: Failed none for invalid user from 10.80.4.5 port 2685 ssh2 Dec 23 20:25:58 ticketing sshd[5341]: Failed password for invalid user from 10.80.4.5 port 2685 ssh2 Dec 23 20:28:42 ticketing sshd[5344]: Invalid user from 10.80.4.5 Dec 23 20:28:42 ticketing sshd[5344]: Failed none for invalid user from 10.80.4.5 port 2946 ssh2 Dec 23 20:30:05 ticketing cron[5350]: (root) CMD (test -x /usr/sbin/run-crons && /usr/sbin/run-crons ) Dec 23 20:30:07 ticketing cron[5362]: (otrs) CMD ($HOME/bin/GenericAgent.pl >> /dev/null) Dec 23 20:30:07 ticketing cron[5364]: (root) CMD (/sbin/hwclock -s) Dec 23 20:30:08 ticketing cron[5366]: (otrs) CMD ($HOME/bin/GenericAgent.pl -c db >> /dev/null) Dec 23 20:30:08 ticketing cron[5368]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:31:01 ticketing sshd[5370]: Did not receive identification string from 10.80.4.5 Dec 23 20:33:19 ticketing sshd[5374]: Invalid user from 10.80.4.5 Dec 23 20:33:19 ticketing sshd[5374]: Failed none for invalid user from 10.80.4.5 port 3434 ssh2 Dec 23 20:33:19 ticketing sshd[5374]: Failed password for invalid user from 10.80.4.5 port 3434 ssh2 Dec 23 20:35:01 ticketing cron[5378]: (otrs) CMD ($HOME/bin/PostMasterPOP3.pl >> /dev/null) Dec 23 20:35:01 ticketing cron[5379]: (otrs) CMD ($HOME/bin/UnlockTickets.pl --timeout >> /dev/null) Dec 23 20:35:49 ticketing sshd[5382]: Invalid user from 10.80.4.5 Dec 23 20:35:49 ticketing sshd[5382]: Failed none for invalid user from 10.80.4.5 port 3709 ssh2 Dec 23 20:35:50 ticketing sshd[5382]: Failed password for invalid user from 10.80.4.5 port 3709 ssh2 Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5367]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5310]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Delete-Call' from db. Dec 23 20:35:58 ticketing OTRS-GenericAgent-30[5266]: [Error][Kernel::System::GenericAgent::JobAdd][Line:820]: Can't add job 'Delete-Call', job already exists! Dec 23 20:36:01 ticketing cron[5388]: (root) CMD (/sbin/hwclock -s) Dec 23 20:36:04 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (200802053051/3068). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (200802053069/3069). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (200802053078/3070). Dec 23 20:36:05 ticketing OTRS-GenericAgent-30[5266]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (200802053087/3071). The Problem is, we have an Error in our Backup and i can only Back to 07.12.2009 but i need 22.12.2009. thanks for Help > > OTRS: 2.1.6 > OS: Gentoo 3.4.6-r1 > Apache: ? > MySQLVer 14.12. Distrib 5.0.26 > > Thanks Allot __ GRATIS für alle WEB.DE-Nutzer: Die maxdome Movie-FLAT! Jetzt freischalten unter http://movieflat.web.de - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] adding an java script applet to header.dtl
dear all my professional friends
i wanna add an java script and css to my header.dtl file to see that
in my all default header.
.. when i saw to header.dtl i found the following code which i guess
that i can use css only
please guide me to solve that...
# include css file
$Config{"ProductName"} $QData{"TitleArea"}
-
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[otrs] adding an java script applet to header.dtl
dear all my professional friends
i wanna add an java script and css to my header.dtl file to see that
in my all default header.
.. when i saw to header.dtl i found the following code which i guess
that i can use css only
please guide me to solve that...
# include css file
$Config{"ProductName"} $QData{"TitleArea"}
-
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Re: [otrs] Check POP3 on nonstandard port
Hi Mark,
Actually, if you use Google Mail (or Google Mail for Domains) then
google DOES use a standard port. The only thing is, you should select
POP3S (for SSL) and not POP3 as the mail account type. Port 995 is the
default port for SSL. Just select pop.gmail.com as the host, and you'd
be good to go.
Regards,
--
Michiel Beijen
R&D
OTRS AG
Norsk-Data-Str 1.
61352 Bad Homburg
Germany
T: +31 (0) 6457 42418
F: +49 (0) 9421 56818-18
I: http://www.otrs.com/
Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751,
VAT ID: DE256610065
Chairman: Burchard Steinbild, Managing Board: André Mindermann
CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS
at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm
On Sat, Jan 2, 2010 at 5:46 PM, Mark Novak wrote:
> Hello Everyone,
>
> I have looked in the Admin manual, the mail lists and Googled for this but
> can't seem to find an answer.
>
> We have set up a new OTRS installation and would like to use the
> Postmaster.pl ("The Easy Way" as it is described in the manual) through the
> GUI setup.
>
> My problem is that our email provider (Google) uses a non standard POP3 port
> so OTRS can't seem to connect to it.
>
> Does anyone know how to specify a port for the Postmaster.pl script so that
> it will check the port I need it to for POP3?
>
> Thanks,
>
> Mark Novak
>
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
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>
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>
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Re: [otrs] Clever OTRS =)
Andrey, before posting to english-speaking mailing list, switch your OTRS from russian to english. "Тема" is not "Theme" there but "Subject". On Tue, Dec 29, 2009 at 7:36 PM, Gazizov Andrey wrote: > Happy New Year dear OTRS users ;-) > > Under the end of the year I have a following task - it would be great for > me that otrs create ticket only in that case if it satisfies to following > points: > > - responsible > - theme > - freetext fields > etc.. > > I.e. until user will not correctly specify a theme of the ticket or > responsible ticket it is not created. It's possible in OTRS? > > Thanks in advance. > > -- > Best regards, > Andrey Gazizov > ReTN > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > -- regards, Mihail - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
