Re: [otrs] otrs Digest, Vol 36, Issue 33

2011-09-25 Thread Garabed Yegavian 
i;m not sure if this got lost in the Auto Reply incident so I am sending this 
again. So far I have been unsuccessful in changing the state of a ticket with 
Generic Agent.



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 '. HistoryType => 
SendCustomerNotification, Subject => [Ticket#201109231017] Service 
Outage Notification Tustine;

Sent email to '"Test Customer" 
' from 'Fireline Support 
'. HistoryType => EmailAgent, Subject 
=> [Ticket#201109231017] Service Outage Notification Tustine;

   New Ticket [201109231017/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
Fireline Broadband
gara...@firelinebroadband.com


From: otrs-boun...@otrs.org [otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org [otrs-requ...@otrs.org]
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To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 33

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Today's Topics:

   1.  Re Ticket Alerts (Garabed Yegavian)
   2.  AUTOREPLY  Re Ticket Alerts (dennis.wa...@xpointsoftware.de)


--

Message: 1
Date: Fri, 23 Sep 2011 11:59:24 -0700
From: Garabed Yegavian 
Subject: [otrs] Re Ticket Alerts
To: "otrs@otrs.org" 
Message-ID:
<7221a0313a389f408e5982772db633fc0b2dada...@fnsexch.fns.local>
Content-Type: text/plain; charset="us-ascii"


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 '. HistoryType => 
SendCustomerNotification, Subject => [Ticket#201109231017] Service 
Outage Notification Tustine;

Sent email to '"Test Customer" 
' from 'Fireline Support 
'. HistoryType => EmailAgent, Subject 
=> [Ticket#201109231017] Service Outage Notification Tustine;

   New Ticket [201109231017/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

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Wednesday, September 21, 2011 11:57 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 31

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Today's Topics:

   1.  ITSM API (Tam?s Becz)
   2. Re:  ITSM API (Michiel Beijen)
   3. Re:  otrs Digest, Vol 36, Issue 29 (Garabed Yegavian)
   4. Re:  otrs Digest, Vol 36, Issue 29 (Gerald Young)
   5. Re:  ITSM API (Tam?s Becz)


--

Message: 1
Date: Wed, 21 Sep 2011 16:43:31 +0200
From: Tam?s Becz 
Subject: [otrs] ITSM API
To: "otrs@otrs.org" 
Message-ID:

<697935e91783a0498a8e3dcb16b3296b0d028f4...@esesscms0364.eemea.ericsson.se>

Content-Type: text/plain; charset="iso-8859-1"

Hi Everyone,

Is the documentation for the ITSM modules available somewhere?

I'm trying to move our inventory into CMDB. I know there's import export (which 
I'm grateful ofr, as I needed to write that

Re: [otrs] Agent::Escalation Usage - Ticket escalation notification/e-mail

2011-09-25 Thread Nils Leideck 
Hi Anant,

> A. simplest escalation notification: Edit Kernel/Config/GenericAgent.pm.
> 
> B. complex escalation notification:
> 
> 1. create a new generic agent searching for escalated tickets and define
> some kind of marker for the found tickets.
> 2. send event based notifications to defined recipients based on setting
> the marker.

These mechanisms ARE the built-in functions. Especially #A is built-in since 
many versions.

Additional features can be added by Feature AddOns :-)

On 23.09.2011, at 13:04, Anant Jain wrote:

> Just so that I'm sure, the built in escalation notification cannot be used?
> This seems like a ... workaround?

-- Cheers, Nils

http://webint.cryptonode.de / a Fractal project

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