Re: [otrs] GenericAgent not performing UPDATE
After some more testing, I found out that I can can get this job to
function if I comment out the line referring to the escalation of the
ticket. That is, I comment out the line
# Escalation = 1,
Any ideas how to make the escalation command work?
Thanks,
Amanda
On Aug 14, 2008, at 4:33 PM, Amanda Beyersmith wrote:
Steve,
Thanks so much. I'm actually aware of the two methods, and the job
I need done is too complicated for the GUI, so I went into
GenericAgent.pm to directly enter the code in perl. However, for
some reason, the code isn't actually having any affect. I've tried
several different codes, I just included one that I knew for sure
didn't include any errors.
Thanks again,
Amanda
On Aug 14, 2008, at 3:58 PM, Steven Carr wrote:
Hi Amanda,
As far as I know there are 2 methods of creating Generic Agent
jobs, you can create them through the GUI in which case they are
stored within the database itself or you can create them by editing
the GenericAgent.pm file. The GenericAgent.pm file allows you to do
more complex tasks directly in Perl.
Regards
Steve
Amanda Beyersmith wrote:
Hey, I was wondering if anyone had come to any miraculous
conclusions
about why modifying .../Config/GenericAgent.pm wasn't adding jobs to
my web interface. Here's what I've done:
I've been looking at the examples in GenericAgent.pm.examples to see
how to do so and I'm rather certain that my coding is correct.
However, even when I save my changes to GenericAgent.pm, the file
doesn't turn up on the Web user interface for the admin. This is
the
code I have:
==
#
---
# config options
#
---
%Jobs = (
# [name of job] - send escalation notifications
'Send Escalated Tickets from Level 1 to Level 2' = {
Queue = ['Other', 'Under Attack', 'WebUI', 'RE', 'RX',
'rView'],
Escalation = 1,
# new ticket properties
New = {
Queue = 'Level 2',
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
);
#
---
# end of config options
#
---
1;
==
I have also tried taking the exact example that they have in
GenericAgent.pm and removing the comments in front of the code lines
and I still don't get anything, so I don't think that syntax is the
error.
Anyone have any ideas as to what could be causing my troubles?
Thanks so much,
Amanda
Amanda Beyersmith
[EMAIL PROTECTED]
404-723-2759
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--
Steven Carr
Engineer - Khipu Networks Ltd.
[EMAIL PROTECTED] - www.khipu-networks.com
Secure - Compliant - Infrastructure
Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY
Registered in England. Company Number 5218573
Specialist Reseller of the year - CRN Channel Awards 2007
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Amanda Beyersmith
[EMAIL PROTECTED]
404-723-2759
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Amanda Beyersmith
[EMAIL PROTECTED]
404-723-2759
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[otrs] GenericAgent not performing
Hey, I was wondering if anyone had come to any miraculous conclusions
about why modifying .../Config/GenericAgent.pm wasn't adding jobs to
my web interface. Here's what I've done:
I've been looking at the examples in GenericAgent.pm.examples to see
how to do so and I'm rather certain that my coding is correct.
However, even when I save my changes to GenericAgent.pm, the file
doesn't turn up on the Web user interface for the admin. This is the
code I have:
==
#
---
# config options
#
---
%Jobs = (
# [name of job] - send escalation notifications
'Send Escalated Tickets from Level 1 to Level 2' = {
Queue = ['Other', 'Under Attack', 'WebUI', 'RE', 'RX', 'rView'],
Escalation = 1,
# new ticket properties
New = {
Queue = 'Level 2',
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
);
#
---
# end of config options
#
---
1;
==
I have also tried taking the exact example that they have in
GenericAgent.pm and removing the comments in front of the code lines
and I still don't get anything, so I don't think that syntax is the
error.
Anyone have any ideas as to what could be causing my troubles?
Thanks so much,
Amanda
Amanda Beyersmith
[EMAIL PROTECTED]
404-723-2759
___
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Support or consulting for your OTRS system?
= http://www.otrs.com/
Re: [otrs] GenericAgent not performing
Steve,
Thanks so much. I'm actually aware of the two methods, and the job I
need done is too complicated for the GUI, so I went into
GenericAgent.pm to directly enter the code in perl. However, for some
reason, the code isn't actually having any affect. I've tried several
different codes, I just included one that I knew for sure didn't
include any errors.
Thanks again,
Amanda
On Aug 14, 2008, at 3:58 PM, Steven Carr wrote:
Hi Amanda,
As far as I know there are 2 methods of creating Generic Agent jobs,
you can create them through the GUI in which case they are stored
within the database itself or you can create them by editing the
GenericAgent.pm file. The GenericAgent.pm file allows you to do more
complex tasks directly in Perl.
Regards
Steve
Amanda Beyersmith wrote:
Hey, I was wondering if anyone had come to any miraculous conclusions
about why modifying .../Config/GenericAgent.pm wasn't adding jobs to
my web interface. Here's what I've done:
I've been looking at the examples in GenericAgent.pm.examples to see
how to do so and I'm rather certain that my coding is correct.
However, even when I save my changes to GenericAgent.pm, the file
doesn't turn up on the Web user interface for the admin. This is the
code I have:
==
#
---
# config options
#
---
%Jobs = (
# [name of job] - send escalation notifications
'Send Escalated Tickets from Level 1 to Level 2' = {
Queue = ['Other', 'Under Attack', 'WebUI', 'RE', 'RX',
'rView'],
Escalation = 1,
# new ticket properties
New = {
Queue = 'Level 2',
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
);
#
---
# end of config options
#
---
1;
==
I have also tried taking the exact example that they have in
GenericAgent.pm and removing the comments in front of the code lines
and I still don't get anything, so I don't think that syntax is the
error.
Anyone have any ideas as to what could be causing my troubles?
Thanks so much,
Amanda
Amanda Beyersmith
[EMAIL PROTECTED]
404-723-2759
___
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Support or consulting for your OTRS system?
= http://www.otrs.com/
--
Steven Carr
Engineer - Khipu Networks Ltd.
[EMAIL PROTECTED] - www.khipu-networks.com
Secure - Compliant - Infrastructure
Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY
Registered in England. Company Number 5218573
Specialist Reseller of the year - CRN Channel Awards 2007
___
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Support or consulting for your OTRS system?
= http://www.otrs.com/
Amanda Beyersmith
[EMAIL PROTECTED]
404-723-2759
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[otrs] Generic Agent
Hello all,
I have been trying to use the generic agent to change the queue of
escalated tickets. In order to do so, I've been editing
GenericAgent.pm as it says to do in the manual. I've been looking at
the examples in GenericAgent.pm.examples to see how to do so and I'm
rather certain that my coding is correct. However, even when I save
my changes to GenericAgent.pm, the file doesn't turn up on the Web
user interface for the admin. This is the code I have:
==
#
---
# config options
#
---
%Jobs = (
# [name of job] - send escalation notifications
'Send Escalated Tickets from Level 1 to Level 2' = {
Queue = ['Other', 'Under Attack', 'WebUI', 'RE', 'RX',
'rView'],
Escalation = 1,
# new ticket properties
New = {
Queue = 'Level 2',
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
);
#
---
# end of config options
#
---
1;
==
I have also tried taking the exact example that they have in
GenericAgent.pm and removing the comments in front of the code lines
and I still don't get anything, so I don't think that syntax is the
error.
Anyone have any ideas as to what could be causing my troubles?
Thanks so much,
Amanda
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Re: [otrs] Changing the subject in the Queue view
Kevin, This problem is fixed by zooming into the ticket and then clicking 'Free Fields'. The first field under 'Options' is 'Title'. Enter whatever relevant title you want for your ticket. Hope that helps, Amanda On Aug 6, 2008, at 11:20 AM, Kevin Rowe wrote: When I view my open tickets the subject sometimes has nothing to do with the ticket. “Problem with Software” “File not working” Is there any way to change the subject after initial ticket has been open? Regards, Kevin Rowe ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/ Amanda Beyersmith [EMAIL PROTECTED] 404-723-2759 ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
