[otrs] Ticket Notifications

[Garabed Yegavian]

If I would like to have everyone in my technical support group notified 
whenever there is any change/update to a ticket. How do I need to set my 
notification event so that this occurs?

Currently I have the following settings:

Notification Group - "Technical Support"

Event - I am not sure what to select here, I need it to notify the Technical 
support group anytime there is anything going on with this ticket. :|

Subject - 

Text - 






Thank you,

  Garabed Yegavian
[cid:image001.png@01CC9562.624A6C80]<http://www.firelinebroadband.com/>
  323.465.6772 x3414

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Re: [otrs] otrs Digest, Vol 37, Issue 28

[Garabed Yegavian]

I don't seem to have Ticket::Frontend::AgentTicketNote ? I have view note?




Thank you,

  Garabed Yegavian

  323.465.6772 x3414


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Thursday, October 20, 2011 5:00 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 37, Issue 28

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Today's Topics:

   1. Re:  Ticket Assignment (Roy Kaldung)


--

Message: 1
Date: Wed, 19 Oct 2011 17:15:40 -0700
From: Roy Kaldung 
Subject: Re: [otrs] Ticket Assignment
To: "User questions and discussions about OTRS." 
Message-ID: <4e9f682c.2090...@kaldung.com>
Content-Type: text/plain; charset=ISO-8859-1

On 10/19/11 4:14 PM, Garabed Yegavian wrote:
> Is there a way to have a group get all emails from a ticket. I do not
> want the communication to get locked between one person rather have it
> be a group effort in solving the issues. We are using this internally only.
> 
>  
> 
> Example: If I create a ticket I want it to broadcast to all technical
> people in the group. I want anyone to be able add to that ticket and
> when they do it should update the whole team. It seems as if the
> communication gets locked between the creator and the owner

Hi,

for allowing a group to add to a ticket check for RequiredLock in the
SysConfig, e.g. Ticket::Frontend::AgentTicketNote###RequiredLock and set
it to No.
For updating the team use the NotificationEvents like ArticleCreate,
ArticleSend etc.

hth,
Roy

-- 
Roy Kaldung
e-mail: r...@kaldung.com


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[otrs] Ticket Assignment

[Garabed Yegavian]

Is there a way to have a group get all emails from a ticket. I do not want the 
communication to get locked between one person rather have it be a group effort 
in solving the issues. We are using this internally only.

Example: If I create a ticket I want it to broadcast to all technical people in 
the group. I want anyone to be able add to that ticket and when they do it 
should update the whole team. It seems as if the communication gets locked 
between the creator and the owner


Is this possible?




Thank you,

  Garabed Yegavian
[cid:image001.png@01CC8E7A.087A7860]<http://www.firelinebroadband.com/>
  323.465.6772 x3414

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Re: [otrs] Generic Agent

[Garabed Yegavian]

I went back to my original server I was using to test but it works so I guess I 
will just use it for production no biggie. Now the reason why I am struggling 
through all of this and why I installed OTRS. What I have been trying to do is 
create a ticket for a Service outage that will alert all the customers that are 
affected by the outage. So far I have been able to create a ticket and have 
that ticket sent to all customers under the Service Area X group. I set a 
pending date on the ticket to the time and day the outage will occur. I create 
a generic agent that Filters for SUBJECT "Service Outage Notification Los 
Angeles" and PENDING TIMES "Ticket pending time has reached last 05 minutes". 
My Ticket Action is to SET NEW STATE "in process". 
Now the issue I am running into is that it never changes the state to in 
process. This is killing me! any ideas? 


Thank you,

  Garabed Yegavian

  323.465.6772 x3414





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Re: [otrs] otrs Digest, Vol 37, Issue 20

[Garabed Yegavian]

I went back to my original server I was using to test but it works so I guess I 
will just use it for production no biggie. Now the reason why I am struggling 
through all of this and why I installed OTRS. What I have been trying to do is 
create a ticket for a Service outage that will alert all the customers that are 
affected by the outage. So far I have been able to create a ticket and have 
that ticket sent to all customers under the Service Area X group. I set a 
pending date on the ticket to the time and day the outage will occur. I create 
a generic agent that Filters for SUBJECT "Service Outage Notification Los 
Angeles" and PENDING TIMES "Ticket pending time has reached last 05 minutes". 
My Ticket Action is to SET NEW STATE "in process". 
Now the issue I am running into is that it never changes the state to in 
process. This is killing me! any ideas? 


Thank you,

  Garabed Yegavian

  323.465.6772 x3414


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Thursday, October 13, 2011 5:00 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 37, Issue 20

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Today's Topics:

   1. Re:  Generic Agent (Garabed Yegavian)
   2. Re:  Generic Agent (Rory)
   3.  Changing the name of a config item calls (Tam?s Becz)
   4. Re:  Changing the name of a config item calls (Tam?s Becz)


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Re: [otrs] Generic Agent

[Garabed Yegavian]

I went through the instructions and for some reason it is still not working. If 
I do crontab -l after all of this I do not get anything, it does not say no 
cron jobs but it doesn't display anything?




Thank you,

  Garabed Yegavian

  323.465.6772 x3414

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Thursday, October 06, 2011 1:25 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 37, Issue 9

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Today's Topics:

   1. Re:  Generic Agent (Rory)
   2. Re:  New line automatically inserted in event based
  Notifications (Gerald Young)
   3. Re:  Stats about escalations (Michiel Beijen)
   4.  ACL Ticket Type-Service (Carlos Andr?s Gallego Arboleda)
   5. Re:  ACL Ticket Type-Service (Nils Leideck)


--

Message: 1
Date: Thu, 6 Oct 2011 13:45:18 +0100
From: Rory 
Subject: Re: [otrs] Generic Agent
To: "User questions and discussions about OTRS." 
Message-ID:

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

Hi Garabed,

We can see now that your Cron jobs are running correctly from this line;
Oct  5 08:55:01 support CRON[32664]: (fireline) CMD (date)

So the next thing to do is get the OTRS cron jobs included in the crontab.

Firstly log in as your otrs user, fireline.
List the current items of the crontab and save them to a file (in case
you need to keep anything that is currently in the OTRS user's
crontab) e.g.

crontab -l > /opt/otrs/20111006_cronbackup

When you run the otrs Cron.sh script it will overwrite whatever is
currently in your crontab for the otrs user.
Switch to the OTRS bin directory;

cd /opt/otrs/bin

The syntax for running the Cron.sh script as root is as follows

sudo ./Cron.sh  

For your system you would run;

sudo ./Cron.sh restart fireline

Once the script has run check that the crontab for the otrs user has been filled

crontab -l

Once done, review your crontab backup file for any entries you might
want to restore to you otrs users crontab and add them as necessary.

Last thing is to make sure the generic agent crontab entry is enabled.
List the contents of your crontab and look for the section about the
Generic Agent.
Make sure the following line does not have a hash symbol (#) at the
start of the line which sould comment it out;

*/10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null

If the line is commented out with a # then open the crontab for
editing and remove it. Save the changes and you are done.


>From this point on the crontab should be working correctly. If the
Cron.sh script still didn't run for some reason let us know.
The next thing to check is that your generic agent has run. Check the
otrs log file when you expect your Generic Agent to have run to
confirm that it worked.

Let us know how you get on.

Kind regards,
Rory Clerkin


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Re: [otrs] Generic Agent (Rory)

[Garabed Yegavian]

Went through the directions however after running sudo ./Cron.sh restart 
fireline it lists Cron.sh start/stop OTRS . four times then I do crontab -l 
and I get nothing?


For your system you would run;

sudo ./Cron.sh restart fireline

Once the script has run check that the crontab for the otrs user has been filled

crontab -l

Once done, review your crontab backup file for any entries you might
want to restore to you otrs users crontab and add them as necessary.



Thank you,

  Garabed Yegavian

  323.465.6772 x3414


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Thursday, October 06, 2011 1:25 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 37, Issue 9

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Today's Topics:

   1. Re:  Generic Agent (Rory)
   2. Re:  New line automatically inserted in event based
  Notifications (Gerald Young)
   3. Re:  Stats about escalations (Michiel Beijen)
   4.  ACL Ticket Type-Service (Carlos Andr?s Gallego Arboleda)
   5. Re:  ACL Ticket Type-Service (Nils Leideck)


--

Message: 1
Date: Thu, 6 Oct 2011 13:45:18 +0100
From: Rory 
Subject: Re: [otrs] Generic Agent
To: "User questions and discussions about OTRS." 
Message-ID:

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

Hi Garabed,

We can see now that your Cron jobs are running correctly from this line;
Oct  5 08:55:01 support CRON[32664]: (fireline) CMD (date)

So the next thing to do is get the OTRS cron jobs included in the crontab.

Firstly log in as your otrs user, fireline.
List the current items of the crontab and save them to a file (in case
you need to keep anything that is currently in the OTRS user's
crontab) e.g.

crontab -l > /opt/otrs/20111006_cronbackup

When you run the otrs Cron.sh script it will overwrite whatever is
currently in your crontab for the otrs user.
Switch to the OTRS bin directory;

cd /opt/otrs/bin

The syntax for running the Cron.sh script as root is as follows

sudo ./Cron.sh  

For your system you would run;

sudo ./Cron.sh restart fireline

Once the script has run check that the crontab for the otrs user has been filled

crontab -l

Once done, review your crontab backup file for any entries you might
want to restore to you otrs users crontab and add them as necessary.

Last thing is to make sure the generic agent crontab entry is enabled.
List the contents of your crontab and look for the section about the
Generic Agent.
Make sure the following line does not have a hash symbol (#) at the
start of the line which sould comment it out;

*/10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null

If the line is commented out with a # then open the crontab for
editing and remove it. Save the changes and you are done.


>From this point on the crontab should be working correctly. If the
Cron.sh script still didn't run for some reason let us know.
The next thing to check is that your generic agent has run. Check the
otrs log file when you expect your Generic Agent to have run to
confirm that it worked.

Let us know how you get on.

Kind regards,
Rory Clerkin


--

Message: 2
Date: Thu, 6 Oct 2011 11:05:46 -0400
From: Gerald Young 
Subject: Re: [otrs] New line automatically inserted in event based
Notifications
To: "User questions and discussions about OTRS." 
Message-ID:

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

Sometimes that happens with the wrapping of the window. If you drag it
bigger, it may "fix" the issue.

On Wed, Oct 5, 2011 at 11:51 AM, Robert Poreba  wrote:

> Hi All,
>
> Does anybody know how to stop formatting of event based notifications (ie.
> inserting new line character every know and then)?
>
> Currently when we add a note, the email sent to the customer can look like
> below which doesn't look very clear.
>
> Note added:
> "a problem with its' Clustered HA firewalling system which is affecting the
> even numbered mimecast servers"
>
> Notification sent:
> > a problem with its' Clustered HA firewalling system which is affecting
> > the
> > even numbered mimecast servers
>
> I would like the notification to have the same format as the note added.
>
> --
> Thanks a lot
> Robert
>
> -
> OTRS mailing li

Re: [otrs] Generic Agent

[Garabed Yegavian]

I thought I had sent this out apparently not,
Below is the log, in order to excecute /etc/init.d/cron status and 
/etc/init.d/cron start or restart I had to use sudo.



Oct  5 08:54:18 support init: cron main process (13148) killed by TERM signal
Oct  5 08:54:18 support cron[32634]: (CRON) INFO (pidfile fd = 3)
Oct  5 08:54:18 support cron[32635]: (CRON) STARTUP (fork ok)
Oct  5 08:54:19 support cron[32635]: (CRON) INFO (Skipping @reboot jobs -- not 
system startup)
Oct  5 08:55:01 support CRON[32664]: (fireline) CMD (date)
Oct  5 08:55:01 support sendmail[32666]: p95Ft16O032666: from=fireline, 
size=281, class=0, nrcpts=1, 
msgid=<201110051555.p95ft16o032...@support.firelinebroadband.com>, 
relay=fireline@localhost
Oct  5 08:55:01 support sm-mta[32667]: p95Ft1qo032667: 
from=, size=607, class=0, nrcpts=1, 
msgid=<201110051555.p95ft16o032...@support.firelinebroadband.com>, proto=ESMTP, 
daemon=MTA-v4, relay=localhost [127.0.0.1]
Oct  5 08:55:01 support sendmail[32666]: p95Ft16O032666: to=fireline, 
ctladdr=fireline (1000/1000), delay=00:00:00, xdelay=00:00:00, mailer=relay, 
pri=30281, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (p95Ft1qo032667 
Message accepted for delivery)
Oct  5 08:55:01 support sm-mta[32668]: p95Ft1qo032667: 
to=, 
ctladdr= (1000/1000), delay=00:00:00, 
xdelay=00:00:00, mailer=local, pri=30874, dsn=2.0.0, stat=Sent
Oct  5 08:56:01 support CRON[32672]: (fireline) CMD (date)
Oct  5 08:56:01 support sendmail[32674]: p95Fu1eM032674: from=fireline, 
size=281, class=0, nrcpts=1, 
msgid=<201110051556.p95fu1em032...@support.firelinebroadband.com>, 
relay=fireline@localhost
Oct  5 08:56:01 support sm-mta[32675]: p95Fu136032675: 
from=, size=607, class=0, nrcpts=1, 
msgid=<201110051556.p95fu1em032...@support.firelinebroadband.com>, proto=ESMTP, 
daemon=MTA-v4, relay=localhost [127.0.0.1]
Oct  5 08:56:01 support sendmail[32674]: p95Fu1eM032674: to=fireline, 
ctladdr=fireline (1000/1000), delay=00:00:00, xdelay=00:00:00, mailer=relay, 
pri=30281, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (p95Fu136032675 
Message accepted for delivery)
Oct  5 08:56:02 support sm-mta[32676]: p95Fu136032675: 
to=, 
ctladdr= (1000/1000), delay=00:00:01, 
xdelay=00:00:00, mailer=local, pri=30874, dsn=2.0.0, stat=Sent

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Tuesday, October 04, 2011 5:00 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 37, Issue 5

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Today's Topics:

   1.   FreeText ACLs (Wagner)
   2. Re:  FreeText ACLs (Nils Leideck)
   3. Re:  Generic Agent (Rory)
   4. Re:  Generic Agent (Rory)


--

Message: 1
Date: Mon, 3 Oct 2011 17:08:33 -0300
From: Wagner 
Subject: [otrs]  FreeText ACLs
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="utf-8"

Hello,

is there a way to create a ACL that hides 2 freetexts from some users?

something like:

if user A
shows freetext 1, 3, 4, 5, 6
if users != A
shows freetext 1, 3, 4

Thanks
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Message: 2
Date: Tue, 4 Oct 2011 08:35:03 +0200
From: Nils Leideck 
Subject: Re: [otrs] FreeText ACLs
To: "User questions and discussions about OTRS." 
Message-ID: 
Content-Type: text/plain; charset="us-ascii"

Dear Wagner,

ACLs can only be used to modify data availability and / or to hide ticket and 
menu actions, but cannot hide free fields yet.

On 03.10.2011, at 22:08, Wagner wrote:

> is there a way to create a ACL that hides 2 freetexts from some users?

-- Cheers, Nils

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

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Message: 3
Date: Tue, 4 Oct 2011 09:54:42 +0100
From: Rory 
Subject: Re: [otrs] Generic Agent
To: "User questions and discussions about OTRS." 
Message-ID:

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

Hi Garabed,

You'll need to make sure your crontab is working. Reading this
document will help you understand how jobs are entered in the crontab.
Log into your Ubuntu server command line as the OTRS user using telnet
or ssh (I use putty which is great
http://www.chiark.greenend.org.uk/~sgtatham/putty/d

Re: [otrs] Generic Agent

[Garabed Yegavian]

There is nothing in the logs, how would I run it manually?




Thank you,

Garabed Yegavian

-Original Message-
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otrs-requ...@otrs.org
Sent: Sunday, October 02, 2011 5:00 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 37, Issue 2

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Today's Topics:

   1. Re:  Generic Agent (Ugo Bellavance)


--

Message: 1
Date: Sat, 01 Oct 2011 23:09:48 -0400
From: Ugo Bellavance 
Subject: Re: [otrs] Generic Agent
To: otrs@otrs.org
Message-ID: 
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Le 2011-09-30 19:57, Garabed Yegavian a ?crit :
> I just reinstalled a fresh otrs and went step by step through the ubuntu 
> directions.
> I installed webmin because I am a newbie to linux, and so I can see what is 
> going on here in my system a little easier!
>
> It appears as if I have no cron jobs under the otrs user
>
> When I run crontab -l -u otrs I get nothing.
>
> What do I need to do to get this working?

Did you check your logs?  From what I can see on my ubuntu desktop, cron 
should log to: /var/log/syslog.  If not, have you tried executing 
manually the job?



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Re: [otrs] Generic Agent

[Garabed Yegavian]

I just reinstalled a fresh otrs and went step by step through the ubuntu 
directions.
I installed webmin because I am a newbie to linux, and so I can see what is 
going on here in my system a little easier!

It appears as if I have no cron jobs under the otrs user

When I run crontab -l -u otrs I get nothing.

What do I need to do to get this working?





Thank you,

Garabed Yegavian


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Friday, September 30, 2011 1:03 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 82

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Today's Topics:

   1. Re:  Problem after installed ITSM Module (Wagner)
   2. Re:  Generic Agent (Garabed Yegavian)
   3. Re:  Generic Agent (Rory)
   4. Re:  Generic Agent (Ugo Bellavance)
   5. Re:  Generic Agent (Garabed Yegavian)


--

Message: 1
Date: Fri, 30 Sep 2011 11:17:40 -0300
From: Wagner 
Subject: Re: [otrs] Problem after installed ITSM Module
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="utf-8"

I've had a similar problem, the Module was not installed properly

try reinstaling using the script /opt/otrs/bin/otrs.PackageManager.pl -a
install -p path_to_ITSM-3.0.5.opm



2011/9/30 Vincent Ceriani 

>  Hi all,
>
> I have the same problem as describe in the FAQ 4200371
> After the installation of the ITSM 3.0.5 module on OTRS 3.0.10 under Ubuntu
> : (before the module install the OTRS works fine with all pages)
>
> "Login is not possible neither for agents nor for customers. Message "Your
> browser is too old. Please read the documentation" will be displayed
> even on latest versions on different browsers. "
>
> But the solution in the FAQ don't work !
>
> FAQ4200371 solution
> remove everything in $OTRS_HOME/var/tmp/Cache
> search ZZZAuto.pm for lines like
> $Self->{'Frontend::Module'}->{'AgentStats'} = { ... }; and comment them out
> remove ZZZAAuto.pm and run afterwards $OTRS_HOME/bin/otrs.RebuildConfig.pl
> run following command "$OTRS_HOME/bin/otrs.LoaderCache.pl -o delete
>
> Other idea ?
>
> Thanks
>
> Vincent
>
> -
> 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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Message: 2
Date: Fri, 30 Sep 2011 07:19:58 -0700
From: Garabed Yegavian 
Subject: Re: [otrs] Generic Agent
To: "otrs@otrs.org" 
Message-ID:
<7221a0313a389f408e5982772db633fc0b2dad9...@fnsexch.fns.local>
Content-Type: text/plain; charset="us-ascii"


Where do I check to see if cron jobs are running?


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]
Sent: Thursday, September 29, 2011 11:22 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 80

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
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When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1.   Customer New Ticket View (Wagner)
   2. Re:  ACL Help (Wagner)
   3. Re:  Customer New Ticket View (Ugo Bellavance)
   4.  Stats about escalations (Ugo Bellavance)
   5. Re:  Customer New Ticket View (Wagner)
   6.  Generic Agent (Garabed Yegavian)
   7. Re:  Generic Agent (Shawn Beasley)


--

Message: 1
Date: Thu, 29 Sep 2011 11:13:09 -0300
From: Wagner 
Subject: [otrs]  Customer New Ticket View
To: "User questions and discussions about OTRS." 
Message-ID:

Re: [otrs] Generic Agent

[Garabed Yegavian]

When I attempt to run ./Cron.sh start as otrs user I am getting 
/opt/otrs/var/tmp/otrs-cron-tmp.17704":0: bad minute errors in crontab file, 
cant install.

Also going through the directions 
All scripts are ending in .dist. You should copy them to files with no ending.

linux:/opt/otrs/var/cron# for foo in `ls -1 *.dist` ; do cp $foo
`basename $foo .dist`; done
linux:/opt/otrs/var/cron# ls
aaa_base generic_agent.distrebuild_ticket_index
aaa_base.distpending_jobs
rebuild_ticket_index.dist
fetchmailpending_jobs.dist session
fetchmail.dist   postmastersession.dist
generic_agentpostmaster.dist   unlock
generic_agent-database   postmaster_pop3   unlock.dist
generic_agent-database.dist  postmaster_pop3.dist


I ended up with all the files duplicating with basename filename.dist .dist and 
I cannot delete any of them.

This is getting messy please I need HELP :) :(

Thank you,

Garabed Yegavian

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Thursday, September 29, 2011 11:23 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 80

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
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otrs-ow...@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1.   Customer New Ticket View (Wagner)
   2. Re:  ACL Help (Wagner)
   3. Re:  Customer New Ticket View (Ugo Bellavance)
   4.  Stats about escalations (Ugo Bellavance)
   5. Re:  Customer New Ticket View (Wagner)
   6.  Generic Agent (Garabed Yegavian)
   7. Re:  Generic Agent (Shawn Beasley)


--

Message: 1
Date: Thu, 29 Sep 2011 11:13:09 -0300
From: Wagner 
Subject: [otrs]  Customer New Ticket View
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="utf-8"

Hello guys,

i've removed the fields SLA, Queue from the Customer New ticket view, but
now I'm not able to create new tickets, I click in create, and it returns to
the view, as if any field that was required was not filled up, but there are
no red fields, I'm guessing, the Queue field, even removed, are still
required, so the ticket is not created.

Is there a way to change it?

Maybe I've done something wrong while removing this fields

Ps: removed the fields trough Sysconfig

Thanks
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Message: 2
Date: Thu, 29 Sep 2011 11:14:17 -0300
From: Wagner 
Subject: Re: [otrs] ACL Help
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="utf-8"

Thanks for the help.

I was testing with root, worked with normal users

Thanks

2011/9/27 Nils Leideck 

> Dear Wagner,
>
> make sure you are NOT working with the super user account r...@localhost.acl 
> will never take effect for this user ;-)
>
> On 27.09.2011, at 20:03, Wagner wrote:
>
> > I'm trying to create a simply ACL, just copied the same from the otrs doc
> to Config.pm
> >
> >  $Self->{TicketAcl}->{'ACL-Name-1'} = {
> >  Properties => {
> >  Ticket => {
> >  Queue => ['Raw'],
> >  },
> >  },
> >  Possible => {
> >  Action => {
> >  AgentTicketClose => 0,
> >  },
> >  },
> >  };
> >
> > to remove the close option from the queue Raw, but this doesn't work,
> I've set everything to 0, and got nothing changed.
> > Is there anywhere that I should change? Or enable ACLs, anything to make
> this work?
>
> -- Cheers, Nils
>
> http://webint.cryptonode.de / a Fractal project
>
> -
> 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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Message: 3
Date: Thu, 29 Sep 2011 11:05:31 -0400
From: Ugo Bellavan

Re: [otrs] Generic Agent

[Garabed Yegavian]

Where do I check to see if cron jobs are running?


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]
Sent: Thursday, September 29, 2011 11:22 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 80

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
otrs-requ...@otrs.org

You can reach the person managing the list at
otrs-ow...@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1.   Customer New Ticket View (Wagner)
   2. Re:  ACL Help (Wagner)
   3. Re:  Customer New Ticket View (Ugo Bellavance)
   4.  Stats about escalations (Ugo Bellavance)
   5. Re:  Customer New Ticket View (Wagner)
   6.  Generic Agent (Garabed Yegavian)
   7. Re:  Generic Agent (Shawn Beasley)


--

Message: 1
Date: Thu, 29 Sep 2011 11:13:09 -0300
From: Wagner 
Subject: [otrs]  Customer New Ticket View
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="utf-8"

Hello guys,

i've removed the fields SLA, Queue from the Customer New ticket view, but
now I'm not able to create new tickets, I click in create, and it returns to
the view, as if any field that was required was not filled up, but there are
no red fields, I'm guessing, the Queue field, even removed, are still
required, so the ticket is not created.

Is there a way to change it?

Maybe I've done something wrong while removing this fields

Ps: removed the fields trough Sysconfig

Thanks
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Message: 2
Date: Thu, 29 Sep 2011 11:14:17 -0300
From: Wagner 
Subject: Re: [otrs] ACL Help
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="utf-8"

Thanks for the help.

I was testing with root, worked with normal users

Thanks

2011/9/27 Nils Leideck 

> Dear Wagner,
>
> make sure you are NOT working with the super user account r...@localhost.acl 
> will never take effect for this user ;-)
>
> On 27.09.2011, at 20:03, Wagner wrote:
>
> > I'm trying to create a simply ACL, just copied the same from the otrs doc
> to Config.pm
> >
> >  $Self->{TicketAcl}->{'ACL-Name-1'} = {
> >  Properties => {
> >  Ticket => {
> >  Queue => ['Raw'],
> >  },
> >  },
> >  Possible => {
> >  Action => {
> >  AgentTicketClose => 0,
> >  },
> >  },
> >  };
> >
> > to remove the close option from the queue Raw, but this doesn't work,
> I've set everything to 0, and got nothing changed.
> > Is there anywhere that I should change? Or enable ACLs, anything to make
> this work?
>
> -- Cheers, Nils
>
> http://webint.cryptonode.de / a Fractal project
>
> -
> 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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Message: 3
Date: Thu, 29 Sep 2011 11:05:31 -0400
From: Ugo Bellavance 
Subject: Re: [otrs] Customer New Ticket View
To: otrs@otrs.org
Message-ID: 
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Le 2011-09-29 10:13, Wagner a ?crit :
> Hello guys,
>
> i've removed the fields SLA, Queue from the Customer New ticket view,
> but now I'm not able to create new tickets, I click in create, and it
> returns to the view, as if any field that was required was not filled
> up, but there are no red fields, I'm guessing, the Queue field, even
> removed, are still required, so the ticket is not created.
>
> Is there a way to change it?
>
> Maybe I've done something wrong while removing this fields
>
> Ps: removed the fields trough Sysconfig

On which version?




--

Message: 4
Date: Thu, 29 Sep 2011 13:09:41 -0400
From: Ugo Bellavance 

[otrs] Generic Agent

[Garabed Yegavian]

I am trying to change the state of a Ticket with the Generic Agent and for some 
reason just cannot get it to work. I create a new ticket with a pending time of 
1 day.


I have the generic agent setup to filter for pendings pending times after 5 min 
and before (tried both) and based on a specific subject of the email.

My ticket action is to set a new state of in process.


Then I have a notification event that should send an email to a group based on 
the state in process and the subject.
I just cant get the state to change. I even tried to use next state "in 
process" when creating the new email hoping I could trigger the email that way 
but nothing.

To be honest the whole reason I started using OTRS was due to this function, 
can someone please help guide me as to why this wont work?



Thank you,
Garabed Yegavian

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[otrs] OTRS and APACHE

[Garabed Yegavian]

How can you configure OTRS to be the default website on APACHE. I just want to 
be able to type the address and it goes directly to the customer.pl page?




Thank you,

Garabed Yegavian

-
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Archive: http://lists.otrs.org/pipermail/otrs
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[otrs] IMAP and TLS

[Garabed Yegavian]

Is OTRS configurable to use TLS with IMAP? Haven't been able to find much about 
it. I keep getting an authentication error so I believe this is the problem.




Thank you,

Garabed Yegavian

-
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

Re: [otrs] Ticket Alerts

[Garabed Yegavian]

Ok needed to clean this thread up. Currently I am attempting to change the 
state of my ticket which will allow me to send a Notification to my customers. 
For some reason the state just is not changing. I create a ticket with a 
predefined subject "Service Outage Notification", and a pending date of the 
date I want the notification sent out. I created a generic agent with the 
following rules;





Generic Agent is set to update state as follows



Subject = Service Outage Notification



Ticket Filter

Pending Times = Ticket pending time reached "last 5 minutes"   (also 
tried before 5 minutes)





Ticket Action



Set new state = in process




The filter never seems to get triggered, I have looked through the logs and 
nothing :( .  I justy noticed under the create ticket there is a "next ticket 
state" could this be something I need to switch to in process? I don't see the 
new state "in process"  in there but I am sure I can added through ADMIN.




Thank you,

Garabed Yegavian

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] Ticket Alerts

[Garabed Yegavian]

Could the reason it is not changing the states because I have not added the 
state in the config somewhere? I was reading and am a little confused where you 
are supposed to add new states. I went into the db and added the state, added 
in admin state as well. Is there anywhere else I need to add the new state to 
make it valid?




Thank you,

Garabed Yegavian


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Monday, September 26, 2011 10:35 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 73

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
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You can reach the person managing the list at
otrs-ow...@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1. Re:  Add details to customer fields (paul.andurna...@aviva.ro)
   2. Re:  Add details to customer fields (Rory)
   3. Re:  Downloading all attachements at once (Michiel Beijen)
   4. Re:  AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY
  (David Boyes)
   5. Re:  otrs Digest, Vol 36, Issue 67 (Garabed Yegavian)


--

Message: 1
Date: Mon, 26 Sep 2011 15:28:03 +0300
From: paul.andurna...@aviva.ro
Subject: Re: [otrs] Add details to customer fields
To: "User questions and discussions about OTRS." 
Cc: "User questions and discussions about OTRS." ,
otrs-boun...@otrs.org
Message-ID:

Content-Type: text/plain; charset="us-ascii"

No. There were some customers included myself which weren`t updated in the
AD ( Phone number field ). So it didn`t display the phone field at all if
it was blank.
Now that we have updated the phone number in AD all i in order.

Regards,

Paul Andurnache




Rory 
Sent by: otrs-boun...@otrs.org
26.09.2011 15:29
Please respond to
"User questions and discussions about OTRS." 


To
"User questions and discussions about OTRS." 
cc

Subject
Re: [otrs] Add details to customer fields






That's great. Did you need to change the settings in SysConfig?

Rory

On 26 September 2011 13:15,  wrote:

It worked. Thank you very much :-)

Regards,

Paul Andurnache




Rory 
Sent by: otrs-boun...@otrs.org
26.09.2011 15:10


Please respond to
"User questions and discussions about OTRS." 


To
"User questions and discussions about OTRS." 
cc

Subject
Re: [otrs] Add details to customer fields








Sorry, I thought were saying it was fixed.
Have you tried creating a new ticket for a customer and then checking if
the details are shown?

Also, in the Admin section, go to the SysConfig.
In there choose "Ticket" from the drop down list.
Choose the "Frontend::Agent" Subgroup

Have a look at the options "Ticket::Frontend::CustomerInfoCompose" and
"Ticket::Frontend::CustomerInfoZoom". I have both of these set to "Yes".

Kind regards,
Rory


On 26 September 2011 12:13,  wrote:

Hello,

That`s just it. It isn`t fixed :-). I cannot see the information (
phone number of the customer ) when i open a customer ticket logged in as
an agent.
The improvement i`ve noticed is that it is being imported by LDAP
from AD and i can see it in the Customer specific window.

Regards,

Paul Andurnache



Rory 
Sent by: otrs-boun...@otrs.org
26.09.2011 13:51



Please respond to
"User questions and discussions about OTRS." 


To
"User questions and discussions about OTRS." 
cc

Subject
Re: [otrs] Add details to customer fields










I'm happy to hear that you got it working Paul. Glad I could help.

Kind regards,
Rory

On 26 September 2011 11:20,  wrote:

Hello,

I`ve made the modification and now i have the required field as
well for the telephone number. I`m afraid that i maybe i wasn`t clear
enough about the issue :-).
The screen where i want the information displayed is in the ticket
details.

So when an agent checks a tickets` detail i want the phone number
of the customer that posted the ticket, displayed ( bottom right ).

Regards,

Paul Andurnache





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-

Re: [otrs] otrs Digest, Vol 36, Issue 67

[Garabed Yegavian]

I changed it to last 5 minutes and still will not change the state to 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: Monday, September 26, 2011 2:08 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 67

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
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otrs-ow...@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1. Re:  Re Ticket Alerts (Grzella, Mark)
   2. Re:  AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY
  (Grzella, Mark)
   3. Re:  'Core.Agent.CustomerSearch is undefined' problems after
  upgrade (Ver?nica Gonz?lez)
   4.  Add details to customer fields (paul.andurna...@aviva.ro)
   5. Re:  Add details to customer fields (Rory)
   6. Re:  Add details to customer fields (paul.andurna...@aviva.ro)


--

Message: 1
Date: Mon, 26 Sep 2011 09:19:26 +0200
From: "Grzella, Mark" 
Subject: Re: [otrs] Re Ticket Alerts
To: "User questions and discussions about OTRS." 
Message-ID: 
Content-Type: text/plain;   charset="iso-8859-1"

Hello Garabed,

well that?s because your filter is not triggered at all 

>>
Ticket Filter
Pending Times = Ticket pending time reached "last 5 minutes"


Change this to BEFORE instead of last. 

Had a similar problem while creating an agent for proper auto close actions.
Don?t ask me why it works with "before..." instead of "last..." so. Seems like 
OTRS takes "last..." as exact time stamp, where "before..." actually indicates 
a certain frame.


mit freundlichen Gr??en

Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter

Universit?tsstra?e 104, 44799 Bochum
Tel.: 02 34/97 60 - 404
mgrze...@studienkreis.de

www.studienkreis.de
AG Bochum HRB 4581
Gesch?ftsf?hrer:
Franz Dahlmanns
Bastian Schmidt-Faber


-----Urspr?ngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Garabed Yegavian
Gesendet: Freitag, 23. September 2011 20:59
An: otrs@otrs.org
Betreff: [otrs] Re Ticket Alerts


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 <ticket...@firelinebroadband.com>'. HistoryType => 
SendCustomerNotification, Subject => [Ticket#201109231017] Service 
Outage Notification Tustine;

Sent email to '"Test Customer" 
<garab...@hotmail.com>' from 'Fireline Support 
<ticket...@firelinebroadband.com>'. 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


--

Message: 2
Date: Mon, 26 Sep 2011 09:11:23 +0200
From: "Grzella, Mark" 
Subject: Re: [otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY
To: "User questions and discussions about OTRS." 
Message-ID: 
Content-Type: text/plain;   charset="iso-8859-1"

Wonder why his mail agents sends this message over and over again... If I am 
not mistaking outlook just sends an OO notice only once to an unique recipient 
and not for every single mail.

Anyways I guess someone will be a little embarrassed once back from vac :-P


mit freundlichen Gr??en

Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter

Universit?tsstra?e 104, 44799 Bochum
Tel.: 02 34/97 60 - 404
mgrze...@studienkreis.de
www.studienkreis.de

AG Bochum HRB 4581
Gesch?ftsf?hrer:
Franz Dahlmanns
Bastian Schmidt-Faber

-Urspr?ngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Peter 
Eckel
Gesendet: Freitag, 23. September 2011 22:24
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY

On 23.09.2011, at 22:10, Garabed Yegavian wrote:

> I hope he gets back soo

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

[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 <ticket...@firelinebroadband.com>'. HistoryType => 
SendCustomerNotification, Subject => [Ticket#201109231017] Service 
Outage Notification Tustine;

Sent email to '"Test Customer" 
<garab...@hotmail.com>' from 'Fireline Support 
<ticket...@firelinebroadband.com>'. 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]
Sent: Friday, September 23, 2011 12:06 PM
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 <ticket...@firelinebroadband.com>'. HistoryType => 
SendCustomerNotification, Subject => [Ticket#201109231017] Service 
Outage Notification Tustine;

Sent email to '"Test Customer" 
<garab...@hotmail.com>' from 'Fireline Support 
<ticket...@firelinebroadband.com>'. 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:

<697935e

[otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY

[Garabed Yegavian]

I hope he gets back soon .




Thank you,

Garabed Yegavian


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Friday, September 23, 2011 1:03 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 59

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Today's Topics:

   1.  AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY
  AUTOREPL... (dennis.wa...@xpointsoftware.de)


--

Message: 1
Date: Fri, 23 Sep 2011 20:02:16 +
From: dennis.wa...@xpointsoftware.de
Subject: [otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY
AUTOREPL...
To: otrs@otrs.org
Message-ID: <000188c9.4e7d0...@mail.xpointsoftware.de>
Content-Type: text/plain; charset="us-ascii"


Vielen Dank fr Ihre E-Mail.

Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte 
an die Zentrale unter 09227-9450-0.

Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH

Vielen Dank fr Ihre E-Mail.

Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte 
an die Zentrale unter 09227-9450-0.

Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH

Vielen Dank fr Ihre E-Mail.

Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte 
an die Zentrale unter 09227-9450-0.

Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH

Vielen Dank fr Ihre E-Mail.

Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte 
an die Zentrale unter 09227-9450-0.

Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH

Vielen Dank fr Ihre E-Mail.

Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte 
an die Zentrale unter 09227-9450-0.

Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH

Vielen Dank fr Ihre E-Mail.

Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte 
an die Zentrale unter 09227-9450-0.

Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH

Vielen Dank fr Ihre E-Mail.

Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte 
an die Zentrale unter 09227-9450-0.

Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH

Vielen Dank fr Ihre E-Mail.

Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte 
an die Zentrale unter 09227-9450-0.

Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH

Vielen Dank fr Ihre E-Mail.

Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte 
an die Zentrale unter 09227-9450-0.

Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH
/me reaches through the series of tubes to stab this person in the face.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
dennis.wa...@xpointsoftware.de
Sent: Friday, September 23, 2011 12:14 PM
To: otrs@otrs.org
Subject: [otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY Re Ticke...


Vielen Dank fr Ihre E-Mail.

Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte 
an die Zentrale unter 09227-9450-0.

Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH

Vielen Dank fr Ihre E-Mail.

Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte 
an die Zentrale unter 09227-9450-0.

Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH

Vielen Dank fr Ihre E-Mail.

Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte 
an die Zentrale unter 09227-9450-0.

Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH

Vielen Dank fr Ihre E-Mail.

Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte 
an die Zentrale unter 09227-9450-0.

Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH
Vielen Dank fr Ihre E-Mail.

Ich bin bis 03.10.2011 nicht im Bro. In dringenden Fllen wenden Sie sich bitte 
an die Zentrale unter 09227-9450-0.

Mit freundlichen Gren,
Dennis Wauer
XPoint Software GmbH



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 
mailto:ticket...@firelinebroadband.com>>'. 
HistoryType => SendCustomerNotification, Subject => [Ticket#201109231017] 
Service Outage Notification Tustine;



Se

[otrs] Re Ticket Alerts

[Garabed Yegavian]

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 <ticket...@firelinebroadband.com>'. HistoryType => 
SendCustomerNotification, Subject => [Ticket#201109231017] Service 
Outage Notification Tustine;

Sent email to '"Test Customer" 
<garab...@hotmail.com>' from 'Fireline Support 
<ticket...@firelinebroadband.com>'. 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

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
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You can reach the person managing the list at
otrs-ow...@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


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 for tickets), however I would like 
to create links between the objects, (for eg. I want to link computers to their 
location) and in some cases crate the objects themselves on-the-fly without 
having to generate csvs and import them beforehand (like just generating the IP 
addresses in a network, and linking them to their parent).

I can probably live with the latter if needed so, but I'd really need to be 
able to walk over certain CIs with a script and create links to other's in the 
process.

Cheers,
tamas

--

Message: 2
Date: Wed, 21 Sep 2011 17:21:05 +0200
From: Michiel Beijen 
Subject: Re: [otrs] ITSM API
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset=UTF-8

Hi Tamas,

You mean the API documentation? Well, on http://dev.otrs.org you'll
only see the 'core' OTRS api, but the API for all the code (including
core) is also installed on your system.

Just go to /opt/otrs and then type:
perldoc Kernel::System::ITSMConfigItem

HTH,

Mike

On Wed, Sep 21, 2011 at 16:43, Tam?s Becz  wrote:
> 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 for tickets), however I 
> would like to create links between the objects, (for eg. I want to link 
> computers to their location) and in some cases crate the objects themselves 
> on-the-fly without having to generate csvs and import them beforehand (like 
> just generating the IP addresses in a network, and linking them to their 
> parent).
>
> I can probably live with the latter if needed so, but I'd really need to be 
> able to walk over certain CIs with a script and create links to other's in 
> the process.
>
> Cheers,
> tamas
> ---------
> 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
>


--

Message: 3
Date: Wed, 21 Sep 2011 11:05:2

Re: [otrs] otrs Digest, Vol 36, Issue 29

[Garabed Yegavian]

I took a look at this however not sure how to set it. I guess the trouble I am 
having now is setting a new state that will trigger a notification event.

I have a generic agent set

Schedule= 10 min every day

Ticket Filter
Subject = Service Notification (matches tickets with this subject)
Pending Times= last 5 minutes (I am assuming it triggers within the 
last 5 minutes of the pending time set in the ticket)

Ticket Action
Set new State= in process ( I have created this state under Admin > 
States)

Now if I understand this correctly what this is doing or should be doing is 
setting any tickets with the subject of Service Notification and within 5 
minitues of the Pending time to a new state of In Process.

Why can't I get this to work.




Thank you,

Garabed Yegavian

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Tuesday, September 20, 2011 5:38 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 29

Send otrs mailing list submissions to
otrs@otrs.org

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Today's Topics:

   1. Re:  Ticket Alerts (Gerald Young)


--

Message: 1
Date: Tue, 20 Sep 2011 08:37:10 -0400
From: Gerald Young 
Subject: Re: [otrs] Ticket Alerts
To: "User questions and discussions about OTRS." 
Message-ID:

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

I forgot something, where you can choose an additional pending state that
changes to another state (You'd have to add the states):

 Ticket::StateAfterPending
Key

Defines which states should be set automatically (Content), after the
pending time of state (Key) has been reached.






On Mon, Sep 19, 2011 at 4:29 PM, Gerald Young  wrote:

> Generic agent runs on the numbers you choose. (50 after the hour, 8
> o'clock, etc.)
> The ticket can only be assigned to a customer. The Notification (Event) can
> go to a group.
>
>
>
> On Mon, Sep 19, 2011 at 2:52 PM, Garabed Yegavian <
> gara...@firelinebroadband.com> wrote:
>
>> I created a Notification event #1 named Service Notification
>> Notification Group MTU
>> Event Create Ticket
>> Priority Normal
>> Subject Service Outage Notification
>> And then the subject and text of the notification
>>
>> Created a Generic Agent called Ticket Reminder, I am not sure how the
>> schedule work, I am assuming it runs the job at those time intervals???
>> The ticket filter Looks for the Title Service notification
>> Pending Times , Ticket pending time reached last 10 minutes, not sure of
>> this
>> Ticket Action Set new priority 4 high
>>
>> I created a Notification event #2 named Service Notification 2
>> Notification Group MTU
>> Event Ticket Priority Update
>> Subject Service Outage Notification
>> Subject Ticket now in progress
>> Text x
>> Notification article type email-notification external.
>>
>> Issue
>>
>> When I create a new ticket I can only send it to a specific customer not a
>> customer group. So I send it to a specific user to test. The ticket gets
>> escalated however it never send out the email notification of the
>> escalation?
>>
>>
>>
>>
>> Thank you,
>>
>> Garabed Yegavian
>>

-
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

Re: [otrs] Ticket Alerts

[Garabed Yegavian]

For some reason I cannot get an email to go out when the ticket gets escalated 
or it looks like I am not even changing the status and maybe that is why. I 
have a generic agent that does the following:

Schedule minutes is 10 every day

Ticket filter= Service Notification

Pending times reached: before 5 minutes

Ticket action

Set new priority= 4 high

And I tried

Set new state: in process; I created this new state

For some reason it never changes priority or state however the ticket gets 
esulated, not sure of the relationship.

My notification event is as follows

Reciepient groups= customer
Reciepient groups= MTU
Event= ticket priority update or ticket state update ( I have tried both 
seperatly)
State = in process or Priority = 4 high
Article type= email-notification-ext
Subject match = Service Outage Notification


Where am I going wrong?

Thank you,

Garabed Yegavian

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Tuesday, September 20, 2011 5:38 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 29

Send otrs mailing list submissions to
otrs@otrs.org

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When replying, please edit your Subject line so it is more specific
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Today's Topics:

   1. Re:  Ticket Alerts (Gerald Young)


--

Message: 1
Date: Tue, 20 Sep 2011 08:37:10 -0400
From: Gerald Young 
Subject: Re: [otrs] Ticket Alerts
To: "User questions and discussions about OTRS." 
Message-ID:

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

I forgot something, where you can choose an additional pending state that
changes to another state (You'd have to add the states):

 Ticket::StateAfterPending
Key

Defines which states should be set automatically (Content), after the
pending time of state (Key) has been reached.






On Mon, Sep 19, 2011 at 4:29 PM, Gerald Young  wrote:

> Generic agent runs on the numbers you choose. (50 after the hour, 8
> o'clock, etc.)
> The ticket can only be assigned to a customer. The Notification (Event) can
> go to a group.
>
>
>
> On Mon, Sep 19, 2011 at 2:52 PM, Garabed Yegavian <
> gara...@firelinebroadband.com> wrote:
>
>> I created a Notification event #1 named Service Notification
>> Notification Group MTU
>> Event Create Ticket
>> Priority Normal
>> Subject Service Outage Notification
>> And then the subject and text of the notification
>>
>> Created a Generic Agent called Ticket Reminder, I am not sure how the
>> schedule work, I am assuming it runs the job at those time intervals???
>> The ticket filter Looks for the Title Service notification
>> Pending Times , Ticket pending time reached last 10 minutes, not sure of
>> this
>> Ticket Action Set new priority 4 high
>>
>> I created a Notification event #2 named Service Notification 2
>> Notification Group MTU
>> Event Ticket Priority Update
>> Subject Service Outage Notification
>> Subject Ticket now in progress
>> Text x
>> Notification article type email-notification external.
>>
>> Issue
>>
>> When I create a new ticket I can only send it to a specific customer not a
>> customer group. So I send it to a specific user to test. The ticket gets
>> escalated however it never send out the email notification of the
>> escalation?
>>
>>
>>
>>
>> Thank you,
>>
>> Garabed Yegavian
>>
>> -Original Message-
>> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
>> otrs-requ...@otrs.org
>> Sent: Thursday, September 15, 2011 5:59 AM
>> To: otrs@otrs.org
>> Subject: otrs Digest, Vol 36, Issue 22
>>
>> Send otrs mailing list submissions to
>>otrs@otrs.org
>>
>> To subscribe or unsubscribe via the World Wide Web, visit
>>http://lists.otrs.org/cgi-bin/listinfo/otrs
>> or, via email, send a message with subject or body 'help' to
>>otrs-requ...@otrs.org
>>
>> You can reach the person managing the list at
>>otrs-ow...@otrs.org
>>
>> When replying, please edit your Subject line so it is more specific
>> than "Re: Contents of otrs digest..."
>>
>>
>> Today's Topics:
>>
>>   1. Re:  Display SLA field but not Service field in ticket
>>  creation

Re: [otrs] Ticket Alerts

[Garabed Yegavian]

I created a Notification event #1 named Service Notification
Notification Group MTU
Event Create Ticket
Priority Normal
Subject Service Outage Notification
And then the subject and text of the notification

Created a Generic Agent called Ticket Reminder, I am not sure how the schedule 
work, I am assuming it runs the job at those time intervals???
The ticket filter Looks for the Title Service notification 
Pending Times , Ticket pending time reached last 10 minutes, not sure of 
this
Ticket Action Set new priority 4 high

I created a Notification event #2 named Service Notification 2
Notification Group MTU
Event Ticket Priority Update
Subject Service Outage Notification
Subject Ticket now in progress
Text x
Notification article type email-notification external.

Issue

When I create a new ticket I can only send it to a specific customer not a 
customer group. So I send it to a specific user to test. The ticket gets 
escalated however it never send out the email notification of the escalation?




Thank you,

Garabed Yegavian

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Thursday, September 15, 2011 5:59 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 22

Send otrs mailing list submissions to
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You can reach the person managing the list at
otrs-ow...@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1. Re:  Display SLA field but not Service field in ticket
  creation interface in customer.pl (Gerald Young)
   2. Re:  ACL to make available only certain TicketFreeText based
  on queue (Gerald Young)
   3. Re:  Ticket Alerts (Gerald Young)


--

Message: 1
Date: Thu, 15 Sep 2011 08:41:22 -0400
From: Gerald Young 
Subject: Re: [otrs] Display SLA field but not Service field in ticket
creation interface in customer.pl
To: "User questions and discussions about OTRS." 
Message-ID:

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

ServiceID would be a number (see the URL for ID= in services)

On Wed, Sep 14, 2011 at 12:20 PM, Ugo Bellavance  wrote:

> Le 2011-08-10 18:45, Gerald Young a ?crit :
>
>  You can edit the dtl and change the select option to input type=hidden
>> for the service.
>>
>
> This worked for the type, but when I tried with Service, it doesn't work:
>
>  for type
>
>
>  for service
>
> Actually, it kind of works, because Service field is not there, but since
> the SLA fields depends on what's in the Service field, I don't see my SLAs
> linked to my "Standard" service.
>
>
> Thanks,
>
> Ugo
>
>
> --**--**-
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: 
> http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs>
> To unsubscribe: 
> http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs>
>
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Message: 2
Date: Thu, 15 Sep 2011 08:42:39 -0400
From: Gerald Young 
Subject: Re: [otrs] ACL to make available only certain TicketFreeText
based   on queue
To: "User questions and discussions about OTRS." 
Message-ID:

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

http://forums.otrs.org/viewtopic.php?f=60&t=8032 works on Queues.

On Wed, Sep 14, 2011 at 1:00 PM, Idon  wrote:

> Does anybody know the proper ACL syntax to be able to completely
> enable/disable TicketFreeText based on Queues?  I've tried different ways
> and their not achieving what I need.  Here's what I'm trying to achieve:
>
> I have two customers that must supply different additional info with new
> tickets, with the only common additional info being contact phone number.
>
> The examples provided in the OTRS FAQ only change what options are
> available in the TicketFreeKey drop-down.  So, for instance, the following
> ACL would simply remove "Other" from the TicketFreeKey2 selection, but would
> not remove TicketFreeKey2 entirely, and commenting out TicketFreeText2 =>
> ['Other'] and specifying only TicketFreeKey2 => ['Choices'] has no effect:
>
> $Self->{TicketAcl}->{'ACL-**Name-Tes

Re: [otrs] Ticket Alerts

[Garabed Yegavian]

I see where you're going can you help me with;

Create another Notification Event, perhaps in conjunction with a Generic Agent 
making a change to, for instance, State for the reminder once Pending Time has 
elapsed.




Thank you,

Garabed Yegavian

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Thursday, September 15, 2011 5:59 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 22

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Today's Topics:

   1. Re:  Display SLA field but not Service field in ticket
  creation interface in customer.pl (Gerald Young)
   2. Re:  ACL to make available only certain TicketFreeText based
  on queue (Gerald Young)
   3. Re:  Ticket Alerts (Gerald Young)


--

Message: 1
Date: Thu, 15 Sep 2011 08:41:22 -0400
From: Gerald Young 
Subject: Re: [otrs] Display SLA field but not Service field in ticket
creation interface in customer.pl
To: "User questions and discussions about OTRS." 
Message-ID:

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

ServiceID would be a number (see the URL for ID= in services)

On Wed, Sep 14, 2011 at 12:20 PM, Ugo Bellavance  wrote:

> Le 2011-08-10 18:45, Gerald Young a ?crit :
>
>  You can edit the dtl and change the select option to input type=hidden
>> for the service.
>>
>
> This worked for the type, but when I tried with Service, it doesn't work:
>
>  for type
>
>
>  for service
>
> Actually, it kind of works, because Service field is not there, but since
> the SLA fields depends on what's in the Service field, I don't see my SLAs
> linked to my "Standard" service.
>
>
> Thanks,
>
> Ugo
>
>
> --**--**-
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: 
> http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs>
> To unsubscribe: 
> http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs>
>
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Message: 2
Date: Thu, 15 Sep 2011 08:42:39 -0400
From: Gerald Young 
Subject: Re: [otrs] ACL to make available only certain TicketFreeText
based   on queue
To: "User questions and discussions about OTRS." 
Message-ID:

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

http://forums.otrs.org/viewtopic.php?f=60&t=8032 works on Queues.

On Wed, Sep 14, 2011 at 1:00 PM, Idon  wrote:

> Does anybody know the proper ACL syntax to be able to completely
> enable/disable TicketFreeText based on Queues?  I've tried different ways
> and their not achieving what I need.  Here's what I'm trying to achieve:
>
> I have two customers that must supply different additional info with new
> tickets, with the only common additional info being contact phone number.
>
> The examples provided in the OTRS FAQ only change what options are
> available in the TicketFreeKey drop-down.  So, for instance, the following
> ACL would simply remove "Other" from the TicketFreeKey2 selection, but would
> not remove TicketFreeKey2 entirely, and commenting out TicketFreeText2 =>
> ['Other'] and specifying only TicketFreeKey2 => ['Choices'] has no effect:
>
> $Self->{TicketAcl}->{'ACL-**Name-Test'} = {
>
># match properties
>Properties => {
># current ticket match properties
>Ticket => {
>   Queue => ['ABCCompany'],
>},
>Frontend => {
>   Action => ['CustomerTicketMessage'],
>},
>},
>
># return possible options (black list)
>PossibleNot => {
>Ticket => {
>TicketFreeKey2 => ['Choices'],
>TicketFreeText2 => ['Other'],
>},
>},
> };
>
>
> The other alternative I tried, which also does not work, is the following
> ACL.  That "$Self->" entry under "Possible" acts globally and does not 

[otrs] Ticket Alerts

[Garabed Yegavian]

I just installed 3.0.10, any chance you might give me a quick run through of 
the proposed settings?




Thank you,

Garabed Yegavian


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Friday, September 09, 2011 5:00 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 16

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
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Today's Topics:

   1. Re:  Ticket Alerts (Gerald Young)


--

Message: 1
Date: Fri, 9 Sep 2011 00:47:11 -0400
From: Gerald Young 
Subject: Re: [otrs] Ticket Alerts
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="windows-1252"

I believe you can use a Notification (Event) to members of a group (in 3.x)

On Thu, Sep 8, 2011 at 2:45 PM, Garabed Yegavian <
gara...@firelinebroadband.com> wrote:

> I would like to be able to create a ticket for system downtime that would
> email all customers that would be effected by this ticket. The first
> notification would be to notify the customers of the outage. I would like
> for the system to automatically email a ticket reminder on the day the
> outage will be happening saying ?today?s the day? When the ticket is
> closed I will manually close the ticket which should email everyone the
> system is back up. Is this possible or has anyone had a similar situation
> which they have found a way to do something like this?****
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> Thank you,
>
> ** **
>
> Garabed Yegavian
>
> ** **
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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>
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[otrs] Upgrading from 2.4 to 3.0.10

[Garabed Yegavian]

I decided just to uninstall 2.4 and will install 3.x. Seems a lot easier :)





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 14, 2011 5:00 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 19

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
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Today's Topics:

   1.  Define "My Queue" for Agent Preferences from SysConfig
  (Jonathan Scheidell)
   2.  Upgrading from 2.4 to 3.0.10 (Garabed Yegavian)


--

Message: 1
Date: Tue, 13 Sep 2011 16:38:29 +
From: Jonathan Scheidell 
Subject: [otrs] Define "My Queue" for Agent Preferences from SysConfig
To: "'otrs@otrs.org'" 
Message-ID: <0FD41BF2A42F5E4E90A29015217426B906A7E2A8@USBCTDC001>
Content-Type: text/plain; charset="us-ascii"

Afternoon,
I just started with OTRS and I'm very impressed with its flexibility.  I'm 
looking to define the agent preferences globally to include a default "My 
Queue" selection.
It looks like this can be defined from the admin section using the 
PreferencesGroups###CustomQueue, but I'm unsure of the syntax to use for the 
Key name and a cursory search of the forums and historic mailing list did not 
turn up my answer either.

Thanks in advance,

--
Jon Scheidell


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Message: 2
Date: Tue, 13 Sep 2011 10:06:13 -0700
From: Garabed Yegavian 
Subject: [otrs] Upgrading from 2.4 to 3.0.10
To: "otrs@otrs.org" 
Message-ID:
<7221a0313a389f408e5982772db633fc0b2b015...@fnsexch.fns.local>
Content-Type: text/plain; charset="us-ascii"

I am attempting to upgrade OTRS using the instruction from 
http://doc.otrs.org/3.0/en/html/upgrading.html . I am unclear as to what to do 
on  a few of the steps as well as getting errors.

It says to look for the files in opt/otrs, however the 3.0.10 version files are 
in /opt/otrs-3.0.10, so I have to traverse that directory to run any of the 
commands.

Step 6
Themes

Step 7
SetPermissions.pl, Not sure how to apply this

Step 8 MySQL:

  shell> cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs, I 
get a password prompt which I understand but it also says no file or directory 
found?

Step 9

shell> scripts/DBUpdate-to-3.0.pl, No File or directory Found

Step 10

MySQL:

shell> cat scripts/DBUpdate-to-3.0-post.mysql.sql | mysql -p -f -u root 
otrs, same result as step 8



Step 11

shell> bin/otrs.RebuildConfig.pl

shell> bin/otrs.DeleteCache.pl , never seems to do anything





Not sure what I am doing incorrectly












Thank you,

Garabed Yegavian

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[otrs] Upgrading from 2.4 to 3.0.10

[Garabed Yegavian]

I am attempting to upgrade OTRS using the instruction from 
http://doc.otrs.org/3.0/en/html/upgrading.html . I am unclear as to what to do 
on  a few of the steps as well as getting errors.

It says to look for the files in opt/otrs, however the 3.0.10 version files are 
in /opt/otrs-3.0.10, so I have to traverse that directory to run any of the 
commands.

Step 6
Themes

Step 7
SetPermissions.pl, Not sure how to apply this

Step 8 MySQL:

  shell> cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs, I 
get a password prompt which I understand but it also says no file or directory 
found?

Step 9

shell> scripts/DBUpdate-to-3.0.pl, No File or directory Found

Step 10

MySQL:

shell> cat scripts/DBUpdate-to-3.0-post.mysql.sql | mysql -p -f -u root 
otrs, same result as step 8



Step 11

shell> bin/otrs.RebuildConfig.pl

shell> bin/otrs.DeleteCache.pl , never seems to do anything





Not sure what I am doing incorrectly












Thank you,

Garabed Yegavian

-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
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[otrs] Ticket Alerts

[Garabed Yegavian]

I would like to be able to create a ticket for system downtime that would email 
all customers that would be effected by this ticket. The first notification 
would be to notify the customers of the outage. I would like for the system to 
automatically email a ticket reminder on the day the outage will be happening 
saying "today's the day" When the ticket is closed I will manually close 
the ticket which should email everyone the system is back up. Is this possible 
or has anyone had a similar situation which they have found a way to do 
something like this?




Thank you,

Garabed Yegavian

-
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Archive: http://lists.otrs.org/pipermail/otrs
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[otrs] OTRS Notifications

[Garabed Yegavian]

I would like to be able to send out notifications to customers regarding 
service outages.

Lets say I send a notification out today for a scheduled service outage on 
10/01/2011, I would also like to automatically have a reminder of that 
notification sent out 1 week before the outage and then another notification 
the day before the outage. Is this possible?


Thank you,

Garabed Yegavian

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