Re: [otrs] GenericAgent - Escalation States Filtering Problem
Dear all,
In case anyone desperately searching a similar solution, here is a
config that works as intended:
# [name of job] -> upstairing mechanism
'upstairing mechanism' => {
# job applies to tickets which:
Queue => 'foo',
States => ['new','open'],
Locks => ['unlock'],
*TicketEscalationTime => 1,*
# new ticket properties
New => {
Note => {
Queue => 'bar',
From => 'Upstairing Mechanism',
Subject => 'Ticket Moved!',
Body => 'Moved to get the Customer satisfied',
ArticleType => 'note-internal', #
note-internal|note-external|note-report
},
},
},
Not much of a difference, but it matters.
cheers,
ffe
Am 16.03.12 15:57, schrieb Franz Esberger:
> Dear all,
>
> i stumbled across i problem when trying to move "new" and "open" tickets
> that are escalated from one queue (foo) to another (bar).
>
> I setup a GenericAgent:
>
># [name of job] -> upstairing mechanism
>'upstairing mechanism' => {
> # job applies to tickets which:
> Queue => 'foo',
> States => ['new','open'],
> Escalation => 1,
># new ticket properties
>New => {
>Note => {
>Queue => 'bar',
>From => 'Upstairing Mechanism',
>Subject => 'Ticket Moved!',
>Body => 'Moved to get the Customer satisfied',
>ArticleType => 'note-internal', #
> note-internal|note-external|note-report
>},
>},
>},
>
> The Problem i'm stuck with is that the Job itself is running wonderfully
> for all escalated Tickets in Queue "foo", but the Filter on
>
> States => ['new','open'],
>
> just doesn't seem to work (although the filter is mentioned in
> GenericAgent.pm.examples), i always get all escalated Tickets, even if
> the're in pending* States.
>
> Expected behaviour: Move all escalated Tickets in Queue "foo" with
> States "new" or "open" to Queue "bar". Leave all other Tickets untouched.
>
> I am using OTRS 2.4.12 on Linux.
>
>
> Any hint appreciated ...
> cheers,
> ffe
>
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
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>
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Re: [otrs] GenericAgent - Escalation States Filtering Problem
Anyone an idea on this ?
cheers,
ffe
Am 16.03.12 15:57, schrieb Franz Esberger:
> Dear all,
>
> i stumbled across i problem when trying to move "new" and "open" tickets
> that are escalated from one queue (foo) to another (bar).
>
> I setup a GenericAgent:
>
># [name of job] -> upstairing mechanism
>'upstairing mechanism' => {
> # job applies to tickets which:
> Queue => 'foo',
> States => ['new','open'],
> Escalation => 1,
># new ticket properties
>New => {
>Note => {
>Queue => 'bar',
>From => 'Upstairing Mechanism',
>Subject => 'Ticket Moved!',
>Body => 'Moved to get the Customer satisfied',
>ArticleType => 'note-internal', #
> note-internal|note-external|note-report
>},
>},
>},
>
> The Problem i'm stuck with is that the Job itself is running wonderfully
> for all escalated Tickets in Queue "foo", but the Filter on
>
> States => ['new','open'],
>
> just doesn't seem to work (although the filter is mentioned in
> GenericAgent.pm.examples), i always get all escalated Tickets, even if
> the're in pending* States.
>
> Expected behaviour: Move all escalated Tickets in Queue "foo" with
> States "new" or "open" to Queue "bar". Leave all other Tickets untouched.
>
> I am using OTRS 2.4.12 on Linux.
>
>
> Any hint appreciated ...
> cheers,
> ffe
>
> -
> 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
>
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Re: [otrs] GenericAgent - Escalation States Filtering Problem
arg! confused me. forget my last email.
Am 16.03.12 16:29, schrieb Franz Esberger:
> Of course it shoud read:
>
>
>
> i stumbled across i problem when trying to move tickets
> that are escalated from one queue (foo) to another (bar) with states other
> than "new" and "open".
> .
>
>
>
> Am 16.03.12 15:57, schrieb Franz Esberger:
>> Dear all,
>>
>> i stumbled across i problem when trying to move "new" and "open" tickets
>> that are escalated from one queue (foo) to another (bar).
>>
>> I setup a GenericAgent:
>>
>># [name of job] -> upstairing mechanism
>>'upstairing mechanism' => {
>> # job applies to tickets which:
>> Queue => 'foo',
>> States => ['new','open'],
>> Escalation => 1,
>># new ticket properties
>>New => {
>>Note => {
>>Queue => 'bar',
>>From => 'Upstairing Mechanism',
>>Subject => 'Ticket Moved!',
>>Body => 'Moved to get the Customer satisfied',
>>ArticleType => 'note-internal', #
>> note-internal|note-external|note-report
>>},
>>},
>>},
>>
>> The Problem i'm stuck with is that the Job itself is running wonderfully
>> for all escalated Tickets in Queue "foo", but the Filter on
>>
>> States => ['new','open'],
>>
>> just doesn't seem to work (although the filter is mentioned in
>> GenericAgent.pm.examples), i always get all escalated Tickets, even if
>> the're in pending* States.
>>
>> Expected behaviour: Move all escalated Tickets in Queue "foo" with
>> States "new" or "open" to Queue "bar". Leave all other Tickets untouched.
>>
>> I am using OTRS 2.4.12 on Linux.
>>
>>
>> Any hint appreciated ...
>> cheers,
>> ffe
>>
>> -
>> 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
>>
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
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Re: [otrs] GenericAgent - Escalation States Filtering Problem
Of course it shoud read:
i stumbled across i problem when trying to move tickets
that are escalated from one queue (foo) to another (bar) with states other than
"new" and "open".
.
Am 16.03.12 15:57, schrieb Franz Esberger:
> Dear all,
>
> i stumbled across i problem when trying to move "new" and "open" tickets
> that are escalated from one queue (foo) to another (bar).
>
> I setup a GenericAgent:
>
># [name of job] -> upstairing mechanism
>'upstairing mechanism' => {
> # job applies to tickets which:
> Queue => 'foo',
> States => ['new','open'],
> Escalation => 1,
># new ticket properties
>New => {
>Note => {
>Queue => 'bar',
>From => 'Upstairing Mechanism',
>Subject => 'Ticket Moved!',
>Body => 'Moved to get the Customer satisfied',
>ArticleType => 'note-internal', #
> note-internal|note-external|note-report
>},
>},
>},
>
> The Problem i'm stuck with is that the Job itself is running wonderfully
> for all escalated Tickets in Queue "foo", but the Filter on
>
> States => ['new','open'],
>
> just doesn't seem to work (although the filter is mentioned in
> GenericAgent.pm.examples), i always get all escalated Tickets, even if
> the're in pending* States.
>
> Expected behaviour: Move all escalated Tickets in Queue "foo" with
> States "new" or "open" to Queue "bar". Leave all other Tickets untouched.
>
> I am using OTRS 2.4.12 on Linux.
>
>
> Any hint appreciated ...
> cheers,
> ffe
>
> -
> 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
>
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[otrs] GenericAgent - Escalation States Filtering Problem
Dear all,
i stumbled across i problem when trying to move "new" and "open" tickets
that are escalated from one queue (foo) to another (bar).
I setup a GenericAgent:
# [name of job] -> upstairing mechanism
'upstairing mechanism' => {
# job applies to tickets which:
Queue => 'foo',
States => ['new','open'],
Escalation => 1,
# new ticket properties
New => {
Note => {
Queue => 'bar',
From => 'Upstairing Mechanism',
Subject => 'Ticket Moved!',
Body => 'Moved to get the Customer satisfied',
ArticleType => 'note-internal', #
note-internal|note-external|note-report
},
},
},
The Problem i'm stuck with is that the Job itself is running wonderfully
for all escalated Tickets in Queue "foo", but the Filter on
States => ['new','open'],
just doesn't seem to work (although the filter is mentioned in
GenericAgent.pm.examples), i always get all escalated Tickets, even if
the're in pending* States.
Expected behaviour: Move all escalated Tickets in Queue "foo" with
States "new" or "open" to Queue "bar". Leave all other Tickets untouched.
I am using OTRS 2.4.12 on Linux.
Any hint appreciated ...
cheers,
ffe
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Re: [otrs] enable Master/Slave Ticket Feature
> Master/Slave is a function that is installed from the package repository. gaaa! just had to choose the right Mirror and hit Refresh, THANKS for that hint, maybe the Documentation could state that a _little_ more clearer - okay, now the package is installed i'm able to set NEWly created tickets to master, found no way to do that post creation? Moreover, when trying to link a ticket to such a master ticket, note's and closing events don't appear on the slave (ticket) - as we might have expected? So i cannot wait to see this thing in action in that video from you, so i might see what i've done wrong. regards, ffe Shawn Beasley schrieb: > Hi, > > > On 06.10.2009, at 13:34, Franz Esberger wrote: > >> Hi, >> >> i think there should be "new" Link Types (but i don't get them) in order >> to link two existing Tickets that have some Context and should be >> handled equally (Notes, Closing etc) >> > > The short is, you have to mark a ticket as master, then tickets can be > linked to this master during creation or afterward. Sorry, so short :( - 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] enable Master/Slave Ticket Feature
Hi, i think there should be "new" Link Types (but i don't get them) in order to link two existing Tickets that have some Context and should be handled equally (Notes, Closing etc) regards, ffe Marco Vannini schrieb: > Hi, > I've find hard it too. As I can see you could set master and slave during a > creation of a new ticket or with a generic agent job > > > > On Tue, Oct 6, 2009 at 11:48 AM, Franz Esberger wrote: > > >> Hi, >> >> might be a simple questions but i simply don't get it: >> >> Where to enable the Master/Slave Ticket Feature ? >> >> Whenever i'm trying to link a Ticket i have only the Types "normal", >> "Parent" and "Child" available. >> >> Any hints ? >> >> cheers, >> ffe >> >> - >> 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/ - 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] customer ldap auth not working
Some more Details:
Without having applied any Changes if you create to User via the Admin
Interface it's been written correctly to the Database (.users)
and the new User is able to login.
Where to apply the fix in order to get the usual behaviour - when i user
try's to login there's been written a new entity to .users
automatically ?
As mentioned earlier, no Changes have been made to UserSyncLDAPMap, the
behaviour worked like a charm before upgrading.
cheers,
ffe
Franz Esberger schrieb:
> Hi,
>
> On 2.4.3 the very same problem, new users are not being added to the
> .users Table.
>
> Setup (and LDAP Sync) has worked like a charm before upgrading!
>
> I am not yet sure where to start fixing this, actually i think its a
> "bug" in Kernel/System/User/Preferences/DB.pm caused by the "new" bind
> Notations when handling dbobject ORM.
>
> before upgrading Kernel/System/User/Preferences/DB.pm (around #80):
>
> # insert new data
> if (!$Self->{DBObject}->Do(
> SQL => "INSERT INTO $Self->{PreferencesTable}
> ($Self->{PreferencesTableUserID}, ".
> " $Self->{PreferencesTableKey}, $Self->{PreferencesTableValue}) " .
> " VALUES ($Param{UserID}, '$Param{Key}', '$Param{Value}')",
> )) {
> $Self->{LogObject}->Log(
> Priority => 'error',
> Message => "Can't insert new $Self->{PreferencesTable}!",
> );
> return;
> }
>
> after upgrading Kernel/System/User/Preferences/DB.pm (around #80)
>
> # insert new data
> return $Self->{DBObject}->Do(
> SQL => "INSERT INTO $Self->{PreferencesTable}
> ($Self->{PreferencesTableUserID}, "
> . " $Self->{PreferencesTableKey}, $Self->{PreferencesTableValue}) "
> . " VALUES (?, ?, ?)",
> Bind => [ \$Param{UserID}, \$Param{Key}, \$Param{Value} ],
> );
>
>
> is that the correct place to start, and if so, should we replace all
> "Bind"s throughout the system or is there a (perl)package missing ?
>
> cheers,
> ffe
>
> Jefferson Davis schrieb:
>
>> Once logged in as admin user I can query the ldap tree without difficulty.
>>
>> But customer users cannot login
>>
>> What am I missing?
>>
>> User record not being created at first login? If so how do I correct this?
>>
>>
-
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Re: [otrs] customer ldap auth not working
Hi,
On 2.4.3 the very same problem, new users are not being added to the
.users Table.
Setup (and LDAP Sync) has worked like a charm before upgrading!
I am not yet sure where to start fixing this, actually i think its a
"bug" in Kernel/System/User/Preferences/DB.pm caused by the "new" bind
Notations when handling dbobject ORM.
before upgrading Kernel/System/User/Preferences/DB.pm (around #80):
# insert new data
if (!$Self->{DBObject}->Do(
SQL => "INSERT INTO $Self->{PreferencesTable}
($Self->{PreferencesTableUserID}, ".
" $Self->{PreferencesTableKey}, $Self->{PreferencesTableValue}) " .
" VALUES ($Param{UserID}, '$Param{Key}', '$Param{Value}')",
)) {
$Self->{LogObject}->Log(
Priority => 'error',
Message => "Can't insert new $Self->{PreferencesTable}!",
);
return;
}
after upgrading Kernel/System/User/Preferences/DB.pm (around #80)
# insert new data
return $Self->{DBObject}->Do(
SQL => "INSERT INTO $Self->{PreferencesTable}
($Self->{PreferencesTableUserID}, "
. " $Self->{PreferencesTableKey}, $Self->{PreferencesTableValue}) "
. " VALUES (?, ?, ?)",
Bind => [ \$Param{UserID}, \$Param{Key}, \$Param{Value} ],
);
is that the correct place to start, and if so, should we replace all
"Bind"s throughout the system or is there a (perl)package missing ?
cheers,
ffe
Jefferson Davis schrieb:
> Once logged in as admin user I can query the ldap tree without difficulty.
>
> But customer users cannot login
>
> What am I missing?
>
> User record not being created at first login? If so how do I correct this?
>
-
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[otrs] enable Master/Slave Ticket Feature
Hi, might be a simple questions but i simply don't get it: Where to enable the Master/Slave Ticket Feature ? Whenever i'm trying to link a Ticket i have only the Types "normal", "Parent" and "Child" available. Any hints ? cheers, ffe - 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/
