date:20130425

Re: [otrs] Support for redundant ODBC CustomerUser backends?

2013-04-25 Thread Michiel Beijen

Hi Cyrille,

First of all, if you use a MySQL server it's typically better and faster to
connect via DBD::mysql rather than via ODBC.

Second, you'll want to use MySQL-proxy or a similar solution as a 'load
balancer'  for your MySQL cluster.

https://launchpad.net/mysql-proxy
http://www.slideshare.net/KrisBuytaert/mysql-ha-alternatives-2010

That way from OTRS you connect to only one 'virtual' server.
If you'd define two data backends all queries typically hit all cluster
database nodes which seems very inefficient to me.

With the LDAP example you gave the 'failover' happens at connection time.
Within mod_perl typically the connection is not set up for each query but
only once and then is kept open by Apache::DBI.
Michiel Beijen
Senior Developer

OTRS BV
Schipholweg 103
2316 XC Leiden
The Netherlands

T: +31 71 8200 255
I: http://www.otrs.com

OTRS 3.2 - More than a Help Desk System – Process and Customer Management –
Be an early bird with our special offer - http://j.mp/11TFPSr

On Wed, Apr 24, 2013 at 4:56 PM, Cyrille Bollu cyrille.bo...@belnet.bewrote:

 Hi list,

 I'm trying to find out how I could setup OTRS to use a redundant ODBC
 backend for CustomerUser objects.

 I initially thought I could setup 2 backends pointing to 2 mirrored mysql
 servers. But, it seems that OTRS' code dies with a nice HTTP 500 error when
 a backend isn't available.

 Has anyone already worked on such a setup?

 I remember doing such a setup for agents authentication with an LDAP
 backend using the following in config.pm:

 # LDAP agent backend
 my @ldaphosts = ('ldap2','ldap1');
 $Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
 $Self-{'AuthModule::LDAP::**Host'} = \@ldaphosts;
 ...

 And it seem to work fine at that time.

 Now, is there an easy solution for ODBC backends?

 Best regards,

 Cyrille
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Re: [otrs] Support for redundant ODBC CustomerUser backends?

2013-04-25 Thread Cyrille Bollu


Hi Michiel,

Thanks for the answer; There's some food for thought in there.

Of course, we don't use a MySQL server for our Customer data; That would 
have been too easy... ;-) So the proxy solution doesn't apply. (We use a 
MS-SQL non-clustered backend btw)


My understanding is now the following:

For LDAP:

1. The LDAP solution I gave works ok for Auth.pm as a connection to one
   of the LDAP servers is initiated at every agent login (see
   Kernel::System::Auth::LDAP-Auth()).
2. The LDAP solution I gave wouldn't work perfectly for CustomerUser.pm
   as a connection to one of the LDAP servers would be initiated at
   application startup, and kept open until application ends (see
   Kernel::System::CustomerUser::LDAP-new()). Failover to another LDAP
   server would thus require restarting the application.

For ODBC:

1. I can't use 2 data backends as OTRS crashes when any of the backends
   is unavailable + it's not efficient (but I don't really matter about
   that)

Based on this understanding, I think I'll go for a scripted import of 
CustomerUser and CustomerCompany data.


Other options that I'm still considering are:

1. Customize OTRS so that it won't die when a CustomerUser backend
   isn't available = This doesn't seem doable
2. Customize OTRS so that it accepts a 2nd DSN to try to connect to in
   case it fails to connect to the primary one at application startup
   = Restarting the application would still be needed in case of
   backend failure.
3. Add DBD::Multiplex support to OTRS = Doesn't seem well supported
   (no package in Ubuntu)

((enjoy))

Cyrille

Le 25/04/2013 09:54, Michiel Beijen a écrit :

Hi Cyrille,
First of all, if you use a MySQL server it's typically better and 
faster to connect via DBD::mysql rather than via ODBC.
Second, you'll want to use MySQL-proxy or a similar solution as a 
'load balancer'  for your MySQL cluster.

https://launchpad.net/mysql-proxy
http://www.slideshare.net/KrisBuytaert/mysql-ha-alternatives-2010
That way from OTRS you connect to only one 'virtual' server.
If you'd define two data backends all queries typically hit all 
cluster database nodes which seems very inefficient to me.

With the LDAP example you gave the 'failover' happens at connection time.
Within mod_perl typically the connection is not set up for each query 
but only once and then is kept open by Apache::DBI.

Michiel Beijen
Senior Developer
OTRS BV
Schipholweg 103
2316 XC Leiden
The Netherlands
T: +31 71 8200 255
I: http://www.otrs.com http://www.otrs.com/
OTRS 3.2 - More than a Help Desk System -- Process and Customer 
Management -- Be an early bird with our special offer - 
http://j.mp/11TFPSr


On Wed, Apr 24, 2013 at 4:56 PM, Cyrille Bollu 
cyrille.bo...@belnet.be mailto:cyrille.bo...@belnet.be wrote:


Hi list,

I'm trying to find out how I could setup OTRS to use a redundant
ODBC backend for CustomerUser objects.

I initially thought I could setup 2 backends pointing to 2
mirrored mysql servers. But, it seems that OTRS' code dies with a
nice HTTP 500 error when a backend isn't available.

Has anyone already worked on such a setup?

I remember doing such a setup for agents authentication with an
LDAP backend using the following in config.pm http://config.pm:

# LDAP agent backend
my @ldaphosts = ('ldap2','ldap1');
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = \@ldaphosts;
...

And it seem to work fine at that time.

Now, is there an easy solution for ODBC backends?

Best regards,

Cyrille
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Re: [otrs] Support for redundant ODBC CustomerUser backends?

2013-04-25 Thread Gerald Young

I think the major point you're missing is that this isn't OTRS's issue to
solve, but rather the point of failure for your backends.

If you're digging into OTRS code to fix this, you're going in the wrong
direction. You should fix the reliability of connection to your data
sources and make sure the connection is redundant. You do not want to have
to rework OTRS just because your Microsoft environment is going down.

The connectivity from/to OTRS *must* be agnostic to your (potentially)
flaky connections, in order to smoothly upgrade OTRS.

This wouldn't be unique to OTRS, though. If you're concerned with the
connections, be concerned with the connections, not OTRS.



On Thu, Apr 25, 2013 at 8:29 AM, Cyrille Bollu cyrille.bo...@belnet.bewrote:

  Hi Michiel,

 Thanks for the answer; There's some food for thought in there.

 Of course, we don't use a MySQL server for our Customer data; That would
 have been too easy... ;-) So the proxy solution doesn't apply. (We use a
 MS-SQL non-clustered backend btw)

 My understanding is now the following:

 For LDAP:


1. The LDAP solution I gave works ok for Auth.pm as a connection to
one of the LDAP servers is initiated at every agent login (see
Kernel::System::Auth::LDAP-Auth()).
2. The LDAP solution I gave wouldn't work perfectly for
CustomerUser.pm as a connection to one of the LDAP servers would be
initiated at application startup, and kept open until application ends (see
Kernel::System::CustomerUser::LDAP-new()). Failover to another LDAP server
would thus require restarting the application.

 For ODBC:

1. I can't use 2 data backends as OTRS crashes when any of the
backends is unavailable + it's not efficient (but I don't really matter
about that)

 Based on this understanding, I think I'll go for a scripted import of
 CustomerUser and CustomerCompany data.

 Other options that I'm still considering are:

1. Customize OTRS so that it won't die when a CustomerUser backend
isn't available = This doesn't seem doable
2. Customize OTRS so that it accepts a 2nd DSN to try to connect to in
case it fails to connect to the primary one at application startup =
Restarting the application would still be needed in case of backend 
 failure.
3. Add DBD::Multiplex support to OTRS = Doesn't seem well supported
(no package in Ubuntu)

 ((enjoy))

 Cyrille

 Le 25/04/2013 09:54, Michiel Beijen a écrit :

  Hi Cyrille,

  First of all, if you use a MySQL server it's typically better and faster
 to connect via DBD::mysql rather than via ODBC.

 Second, you'll want to use MySQL-proxy or a similar solution as a 'load
 balancer'  for your MySQL cluster.

 https://launchpad.net/mysql-proxy
 http://www.slideshare.net/KrisBuytaert/mysql-ha-alternatives-2010

 That way from OTRS you connect to only one 'virtual' server.
 If you'd define two data backends all queries typically hit all cluster
 database nodes which seems very inefficient to me.

 With the LDAP example you gave the 'failover' happens at connection time.
 Within mod_perl typically the connection is not set up for each query but
 only once and then is kept open by Apache::DBI.
   Michiel Beijen
 Senior Developer

 OTRS BV
 Schipholweg 103
 2316 XC Leiden
 The Netherlands

 T: +31 71 8200 255
 I: http://www.otrs.com

 OTRS 3.2 - More than a Help Desk System – Process and Customer Management
 – Be an early bird with our special offer - http://j.mp/11TFPSr

  On Wed, Apr 24, 2013 at 4:56 PM, Cyrille Bollu 
 cyrille.bo...@belnet.bewrote:

 Hi list,

 I'm trying to find out how I could setup OTRS to use a redundant ODBC
 backend for CustomerUser objects.

 I initially thought I could setup 2 backends pointing to 2 mirrored mysql
 servers. But, it seems that OTRS' code dies with a nice HTTP 500 error when
 a backend isn't available.

 Has anyone already worked on such a setup?

 I remember doing such a setup for agents authentication with an LDAP
 backend using the following in config.pm:

 # LDAP agent backend
 my @ldaphosts = ('ldap2','ldap1');
 $Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
 $Self-{'AuthModule::LDAP::Host'} = \@ldaphosts;
 ...

 And it seem to work fine at that time.

 Now, is there an easy solution for ODBC backends?

 Best regards,

 Cyrille
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[otrs] Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed: authenticatio[..]

2013-04-25 Thread Marcos S

Hi,

I need help with this issue

Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed:
authenticatio[..]

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Apr 25 16:15:15 2013

Message: SMTP authentication failed: 5355.7.8 Error: authentication failed:
authentication failure
! Enable Net::SMTP debug for more info!

Traceback (7239):
   Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 103
   Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690
   Module: Kernel::System::Ticket::Article::ArticleSend (v1.232.2.1) Line:
2027
   Module: Kernel::Modules::AgentTicketEmail::Run (v1.99.2.3) Line: 812
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819
   Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48
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Re: [otrs] Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed: authenticatio[..]

2013-04-25 Thread Gerald Young

Could it be that SMTP authentication failed?


On Thu, Apr 25, 2013 at 3:14 PM, Marcos S marcos.mail...@gmail.com wrote:

 Hi,

 I need help with this issue

 Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed:
 authenticatio[..]

  ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Apr 25 16:15:15 2013

 Message: SMTP authentication failed: 5355.7.8 Error: authentication
 failed: authentication failure
 ! Enable Net::SMTP debug for more info!

 Traceback (7239):
Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 103
Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690
Module: Kernel::System::Ticket::Article::ArticleSend (v1.232.2.1) Line:
 2027
Module: Kernel::Modules::AgentTicketEmail::Run (v1.99.2.3) Line: 812
Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819
Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48

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Re: [otrs] Support for redundant ODBC CustomerUser backends?

2013-04-25 Thread Michiel Beijen

Hi Cyrille,

On Thu, Apr 25, 2013 at 2:29 PM, Cyrille Bollu cyrille.bo...@belnet.be wrote:

 Of course, we don't use a MySQL server for our Customer data; That would
 have been too easy... ;-) So the proxy solution doesn't apply. (We use a
 MS-SQL non-clustered backend btw)

I'm sorry, I don't know why I assumed MySQL.

 Based on this understanding, I think I'll go for a scripted import of
 CustomerUser and CustomerCompany data.

This is of course always an option, and would probably be easiest.

 Customize OTRS so that it accepts a 2nd DSN to try to connect to in case it
 fails to connect to the primary one at application startup = Restarting the
 application would still be needed in case of backend failure.

Yeah this could be possible.

 Add DBD::Multiplex support to OTRS = Doesn't seem well supported (no
 package in Ubuntu)

 Maybe the better module to use is DBIx::HA
https://metacpan.org/module/DBIx::HA or DBD::Multi
https://metacpan.org/module/DBD::Multi

And one other option might be, that if the app you pull data from is
HA, to create a customer backend for this specific app that uses its
API, instead of raw SQL.

--
Michiel
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Re: [otrs] Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed: authenticatio[..]

2013-04-25 Thread Marcos S

Hi,

Maybe. I new on otrs. When i can check for smtp authentication?

Thanks for attention


2013/4/25 Gerald Young cryth...@gmail.com

 Could it be that SMTP authentication failed?


 On Thu, Apr 25, 2013 at 3:14 PM, Marcos S marcos.mail...@gmail.comwrote:

 Hi,

 I need help with this issue

 Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed:
 authenticatio[..]

  ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Apr 25 16:15:15 2013

 Message: SMTP authentication failed: 5355.7.8 Error: authentication
 failed: authentication failure
 ! Enable Net::SMTP debug for more info!

 Traceback (7239):
Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 103
Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690
Module: Kernel::System::Ticket::Article::ArticleSend (v1.232.2.1)
 Line: 2027
Module: Kernel::Modules::AgentTicketEmail::Run (v1.99.2.3) Line: 812
Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819
Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48

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Re: [otrs] Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed: authenticatio[..]

2013-04-25 Thread Gerald Young

Oh, yeah. how to fix. Well, It's SMTP. There's a SysConfig option
(Sendmail?) for that. Likely you've put a username and password for your
SMTP server that isn't correct/has changed/doesn't like your otrs ip
address.

I know you wanted help, but at least a bit of
searchinghttps://www.google.com/search?q=site:forums.otterhub.org+smtp+authentication+failedmight
be useful, then come back with what you've tried and what doesn't
work.




On Thu, Apr 25, 2013 at 3:24 PM, Gerald Young cryth...@gmail.com wrote:

 Could it be that SMTP authentication failed?


 On Thu, Apr 25, 2013 at 3:14 PM, Marcos S marcos.mail...@gmail.comwrote:

 Hi,

 I need help with this issue

 Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed:
 authenticatio[..]

  ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Apr 25 16:15:15 2013

 Message: SMTP authentication failed: 5355.7.8 Error: authentication
 failed: authentication failure
 ! Enable Net::SMTP debug for more info!

 Traceback (7239):
Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 103
Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690
Module: Kernel::System::Ticket::Article::ArticleSend (v1.232.2.1)
 Line: 2027
Module: Kernel::Modules::AgentTicketEmail::Run (v1.99.2.3) Line: 812
Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819
Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48

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Re: [otrs] Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed: authenticatio[..]

2013-04-25 Thread David Boyes

The information OTRS has for authenticating to your outbound SMTP server is 
incorrect. Verify you have the correct userid and password, and enter them in 
the OTRS control panel.

If you still get this error, then your SMTP provider has changed your 
information and you need to pursue it with the person running the SMTP server.


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marcos S
Sent: Thursday, April 25, 2013 3:15 PM
To: otrs@otrs.org
Subject: [otrs] Erro: SMTP authentication failed: 5355.7.8 Error: 
authentication failed: authenticatio[..]

Hi,

I need help with this issue

Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed: 
authenticatio[..]


ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Apr 25 16:15:15 2013

Message: SMTP authentication failed: 5355.7.8 Error: authentication failed: 
authentication failure
! Enable Net::SMTP debug for more info!

Traceback (7239):
   Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 103
   Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690
   Module: Kernel::System::Ticket::Article::ArticleSend (v1.232.2.1) Line: 2027
   Module: Kernel::Modules::AgentTicketEmail::Run (v1.99.2.3) Line: 812
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819
   Module: /opt/otrs/bin/cgi-bin/index.plhttp://index.pl (v1.88) Line: 48


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Re: [otrs-de] Antworten auf Agentenbenachrichtigung

2013-04-25 Thread Ohliger, Christoph

Hallo Andreas,



das ist doch der Umfang der Feature Addons ...



http://www.otrs.com/de/software/otrs-help-desk/features/otrs-feature-add-ons/feature-add-on-agenten-e-mail-interface/



Grüsse

Christoph



Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von 
Andreas Fries
Gesendet: Mittwoch, 24. April 2013 17:10
An: otrs-de@otrs.org
Betreff: [otrs-de] Antworten auf Agentenbenachrichtigung



Hallo zusammen



Bei den Agenten ist der Wunsch aufgetaucht, dass auf die 
Agenten-Benachrichtigung per E-Mail geantwortet werden können sollte.



Wenn ich allerdings auf eine Benachrichtigung antworte, so erscheint diese im 
Ticketverlauf, allerdings würden wir gerne sehen, dass diese an den 
Kunden/Ersteller des Tickets weitergeleitet wird.



Noch schöner wäre es, wenn dies das Ticket gleich dem Agenten zuweisen und 
sperren würde aber fürs erste würde es reichen, wenn es an den Kunden 
weitergeleitet wird :)









Gruss

Andreas



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Re: [otrs-de] Kundenbenachrichtigung bei Eskalation / erreichen eines bestimmten Ticketalters

2013-04-25 Thread Ohliger, Christoph

Hallo Markus,

sollte doch über event basierte Benachrichtigungen gehen ...

http://forums.otterhub.org/viewtopic.php?f=60t=10762

Grüsse
Christoph

-Ursprüngliche Nachricht-
Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von 
Ludwig Markus
Gesendet: Dienstag, 23. April 2013 15:19
An: 'User questions and discussions about OTRS.org in German'
Betreff: [otrs-de] Kundenbenachrichtigung bei Eskalation / erreichen eines 
bestimmten Ticketalters

Hallo,

wir arbeiten mit OTRS 2.4 und haben folgendes Problem:
Wenn ein Ticket nach einem definierten Zeitraum noch den Status Neu hat, soll 
der Kunde automatisch eine Benachrichtigung erhalten. Leider konnte ich weder 
über die Eskalationsoptionen noch über einen GenericAgent Job einen brauchbaren 
Ansatz finden. Hat eventuell jemand eine Idee?

VG, Markus
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Re: [otrs-de] Hyperlink befüllen aus dynamischen Feldern

2013-04-25 Thread Rene Kleffel

Hallo Nils,

vielen Dank für deine Antwort. Ich möchte allerdings gerne die Werte aus 2
dynamischen Feldern in dem Link benutzen. Habe es gerade mit der Version
3.2.6 getestet, da geht das leider auch nicht. Mit der TicketID
funktioniert es prima, eventuell ist das dynamische Feld im Ticket-Objekt
einfach nicht bekannt?

Gruß,
René


Am 24. April 2013 14:43 schrieb Nils Leideck nils.leid...@leidex.net:

 Hi Rene,

 in 3.2.6 sollte es auch möglich sein auf andere Felder zuzugreifen.

 Zum Beispiel: LQData{’TicketID'}

 On 24.04.2013, at 11:10, Rene Kleffel wrote:

 ich stehe gerade vor dem Problem einen Hyperlink aus mehreren dynamischen
 Feldern zu generieren. Anscheinend kann im Hyperlink nur der eigene
 Feld-Wert benutzt werden, nicht aber der Wert eines anderen Feldes. Ist das
 so oder übersehe ich irgendetwas? Habt ihr hier Erfahrungen / Lösungen, um
 das umzusetzen?


 Cheers, Nils
 --
 http://webint.cryptonode.de / a Fractal project


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Re: [otrs-de] Kundenbenachrichtigung bei Eskalation / erreichen eines bestimmten Ticketalters

2013-04-25 Thread Ludwig Markus

Hallo Christoph,

vielen Dank. Auf den ersten Blick sieht es so aus, als würde es das tun, was 
wir brauchen. Ich habe nur noch nicht genau verstanden, durch was die Routine 
getriggert wird. Passiert es automatisch beim Erreichen der Eskalationszeit?

Viele Grüße,
Markus

-Original Message-
From: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] On Behalf
Of Ohliger, Christoph
Sent: Thursday, April 25, 2013 11:30 AM
To: User questions and discussions about OTRS.org in German
Subject: Re: [otrs-de] Kundenbenachrichtigung bei Eskalation / erreichen eines
bestimmten Ticketalters

Hallo Markus,

sollte doch über event basierte Benachrichtigungen gehen ...

http://forums.otterhub.org/viewtopic.php?f=60t=10762

Grüsse
Christoph

-Ursprüngliche Nachricht-
Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag
von Ludwig Markus
Gesendet: Dienstag, 23. April 2013 15:19
An: 'User questions and discussions about OTRS.org in German'
Betreff: [otrs-de] Kundenbenachrichtigung bei Eskalation / erreichen eines
bestimmten Ticketalters

Hallo,

wir arbeiten mit OTRS 2.4 und haben folgendes Problem:
Wenn ein Ticket nach einem definierten Zeitraum noch den Status Neu hat, soll
der Kunde automatisch eine Benachrichtigung erhalten. Leider konnte ich weder
über die Eskalationsoptionen noch über einen GenericAgent Job einen
brauchbaren Ansatz finden. Hat eventuell jemand eine Idee?

VG, Markus
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