Re: [otrs] Action when ticket with high priority is created
Le 2011-07-29 13:33, Roy Kaldung a écrit : On 7/29/11 5:21 PM, Ugo Bellavance wrote: Hi, I would like to know what would be the best way to be warned (receive an e-mail message with specific text in it so that we can configure a level 1 message rule on our BlackBerrys) when a priority 5 ticket is created in the system. My idea is to use the first example on this page (http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68) to move priority 5 tickets from the "Raw" queue to queue "Alert". This way, we can configure our blackberrys to that when we receive an e-mail message with something like "has been move to the "Alert" queue", it is considered as a level 1 message and our blackberry buzzes. Using the GenericAgent might be better, but it can't run less than every 10 minutes. Or maybe add the ticket priority to the e-mail notification when a ticket is created in the Raw queue? Hi, Try the notifications under Admin -> Ticket Settings -> Notifications (Event) and the Event 'TicketPriorityUpdate' Totally makes sense, I'll test that. Thanks, Ugo - 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] Action when ticket with high priority is created
On 7/29/11 5:21 PM, Ugo Bellavance wrote: > Hi, > > I would like to know what would be the best way to be warned (receive an > e-mail message with specific text in it so that we can configure a level > 1 message rule on our BlackBerrys) when a priority 5 ticket is created > in the system. > > My idea is to use the first example on this page > (http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68) to move > priority 5 tickets from the "Raw" queue to queue "Alert". This way, we > can configure our blackberrys to that when we receive an e-mail message > with something like "has been move to the "Alert" queue", it is > considered as a level 1 message and our blackberry buzzes. > > Using the GenericAgent might be better, but it can't run less than every > 10 minutes. > > Or maybe add the ticket priority to the e-mail notification when a > ticket is created in the Raw queue? Hi, Try the notifications under Admin -> Ticket Settings -> Notifications (Event) and the Event 'TicketPriorityUpdate' hth, Roy -- Roy Kaldung - 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
[otrs] Action when ticket with high priority is created
Hi, I would like to know what would be the best way to be warned (receive an e-mail message with specific text in it so that we can configure a level 1 message rule on our BlackBerrys) when a priority 5 ticket is created in the system. My idea is to use the first example on this page (http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68) to move priority 5 tickets from the "Raw" queue to queue "Alert". This way, we can configure our blackberrys to that when we receive an e-mail message with something like "has been move to the "Alert" queue", it is considered as a level 1 message and our blackberry buzzes. Using the GenericAgent might be better, but it can't run less than every 10 minutes. Or maybe add the ticket priority to the e-mail notification when a ticket is created in the Raw queue? Any other ideas? Thanks, Ugo - 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
