Re: [otrs] Generic Agent - causing ticket events

[Alvaro Cordero]

You can find the list of events in the notification event section, any
event you see there could be used.

Best Regards

2016-06-13 18:18 GMT-06:00 Nick Bright :

> Is there a list of valid Ticket Events? I am unable to locate such in the
> documentation.
>
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*Tel: 22585757 ext 123*
*Email:* alv...@gridshield.net
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Re: [otrs] Generic Agent - causing ticket events

[Nick Bright]

Is there a list of valid Ticket Events? I am unable to locate such in 
the documentation.


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-  Web http://www.valnet.net/ -
---
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using this transmission. If you have received this message in error, please 
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[otrs] Generic Agent - causing ticket events

[Nick Bright]

Greetings,

I'm starting a new thread as this has gotten off the topic of the old 
thread.


I'm attempting to use a Generic Agent to do a one-time action across all 
tickets. I'd like to run a TicketCustomerUpdate event (leaving the 
customer to be the same as it is - simply triggering the event). This is 
so that a Dynamic Field mapping which happens on a TicketCustomerUpdate 
event will occur, copying the Dynamic Field to all tickets in the system.


Reviewing the parameters of the Generic Agent interface, I'm not seeing 
a method of causing an Event to occur on the ticket. Note that I'm not 
wanting to run the Generic Agent on an event. I'm trying to /cause /an 
event.


Any suggestions or documentation links appreciated.

Thanks,

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[otrs] Generic Agent Not Running

[Nick Lapp]

Hello all!

I just updated from 3.1.10 to 3.1.12 and for some reason my generic agent jobs 
stopped running.  I did a bit of research and I think I found the issue but am 
not sure how to resolve it.  Below are the commands that I have run and their 
results:

[root@IMESD-OTRS bin]# crontab -l -u root
no crontab for root
[root@IMESD-OTRS bin]# crontab -l -u otrs
no crontab for otrs
[root@IMESD-OTRS bin]# ./Cron.sh restart otrs
/opt/otrs/bin
Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $
Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
/opt/otrs/bin
Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $
Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
no crontab for otrs
failed
/opt/otrs/bin
Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $
Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
/opt/otrs/var/tmp/otrs-cron-tmp.1748:109: bad minute
errors in crontab file, can't install.
Failed

I also verified the following lines in the generic agent cron files:
/opt/otrs/var/cron/generic_agent
*/20 * * * *$HOME/bin/otrs.GenericAgent.pl  /dev/null
/opt/otrs/var/cron/generic_agent-database
*/10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db  
/dev/null

Any help would be much appreciated!

Nick
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Re: [otrs] Generic Agent Not Running

[Gerald Young]

essentially, Cron.sh cats all the otrs/var/cron/* files into the otrs
crontab.
check to make sure the files are all .dist or without .dist, and no other
cruft exists in that folder as the files' contents will be added verbatim
to cron. (all files without .dist in linux, all files, period, (IIRC) in
windows).


On Sat, Dec 15, 2012 at 1:17 PM, Nick Lapp nick.l...@imesd.k12.or.uswrote:

  Hello all!

 ** **

 I just updated from 3.1.10 to 3.1.12 and for some reason my generic agent
 jobs stopped running.  I did a bit of research and I think I found the
 issue but am not sure how to resolve it.  Below are the commands that I
 have run and their results:

 ** **

 [root@IMESD-OTRS bin]# crontab -l -u root

 no crontab for root

 [root@IMESD-OTRS bin]# crontab -l -u otrs

 no crontab for otrs

 [root@IMESD-OTRS bin]# ./Cron.sh restart otrs

 /opt/otrs/bin

 Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $

 Copyright (C) 2001-2009 OTRS AG, http://otrs.org/

 /opt/otrs/bin

 Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $

 Copyright (C) 2001-2009 OTRS AG, http://otrs.org/

 no crontab for otrs

 failed

 /opt/otrs/bin

 Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $

 Copyright (C) 2001-2009 OTRS AG, http://otrs.org/

 /opt/otrs/var/tmp/otrs-cron-tmp.1748:109: bad minute

 errors in crontab file, can't install.

 Failed

 ** **

 I also verified the following lines in the generic agent cron files:

 /opt/otrs/var/cron/generic_agent

 */20 * * * *$HOME/bin/otrs.GenericAgent.pl 
 /dev/null

 /opt/otrs/var/cron/generic_agent-database

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

 ** **

 Any help would be much appreciated!

 ** **

 Nick

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Re: [otrs] Generic Agent Not Running

[Nick Lapp]

Below is a screenshot of all the files in otrs/var/cron/.  If I'm understanding 
you correctly, I should remove the .dist from survey_trigger_send_requests.dist 
and then re-run the Cron.sh?

[cid:image001.png@01CDDAB0.2B68A530]

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Saturday, December 15, 2012 10:24 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Generic Agent Not Running

essentially, Cron.sh cats all the otrs/var/cron/* files into the otrs crontab.
check to make sure the files are all .dist or without .dist, and no other cruft 
exists in that folder as the files' contents will be added verbatim to cron. 
(all files without .dist in linux, all files, period, (IIRC) in windows).

On Sat, Dec 15, 2012 at 1:17 PM, Nick Lapp 
nick.l...@imesd.k12.or.usmailto:nick.l...@imesd.k12.or.us wrote:
Hello all!

I just updated from 3.1.10 to 3.1.12 and for some reason my generic agent jobs 
stopped running.  I did a bit of research and I think I found the issue but am 
not sure how to resolve it.  Below are the commands that I have run and their 
results:

[root@IMESD-OTRS bin]# crontab -l -u root
no crontab for root
[root@IMESD-OTRS bin]# crontab -l -u otrs
no crontab for otrs
[root@IMESD-OTRS bin]# ./Cron.sh restart otrs
/opt/otrs/bin
Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $
Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
/opt/otrs/bin
Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $
Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
no crontab for otrs
failed
/opt/otrs/bin
Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $
Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
/opt/otrs/var/tmp/otrs-cron-tmp.1748:109: bad minute
errors in crontab file, can't install.
Failed

I also verified the following lines in the generic agent cron files:
/opt/otrs/var/cron/generic_agent
*/20 * * * *
$HOME/bin/otrs.GenericAgent.plhttp://otrs.GenericAgent.pl  /dev/null
/opt/otrs/var/cron/generic_agent-database
*/10 * * * *
$HOME/bin/otrs.GenericAgent.plhttp://otrs.GenericAgent.pl -c db  /dev/null

Any help would be much appreciated!

Nick

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Re: [otrs] Generic Agent Not Running

[Gerald Young]

I'm saying that there's a file in the cron directory that is not a cron
file (has a bad entry) and that is causing the error.
try

cat /opt/otrs/var/cron/*



On Sat, Dec 15, 2012 at 1:37 PM, Nick Lapp nick.l...@imesd.k12.or.uswrote:

  Below is a screenshot of all the files in otrs/var/cron/.  If I’m
 understanding you correctly, I should remove the .dist from
 survey_trigger_send_requests.dist and then re-run the Cron.sh?

 ** **

 

 ** **

 *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
 Of *Gerald Young
 *Sent:* Saturday, December 15, 2012 10:24 AM
 *To:* User questions and discussions about OTRS.
 *Subject:* Re: [otrs] Generic Agent Not Running

 ** **

 essentially, Cron.sh cats all the otrs/var/cron/* files into the otrs
 crontab.

 check to make sure the files are all .dist or without .dist, and no other
 cruft exists in that folder as the files' contents will be added verbatim
 to cron. (all files without .dist in linux, all files, period, (IIRC) in
 windows).

 ** **

 On Sat, Dec 15, 2012 at 1:17 PM, Nick Lapp nick.l...@imesd.k12.or.us
 wrote:

 Hello all!

  

 I just updated from 3.1.10 to 3.1.12 and for some reason my generic agent
 jobs stopped running.  I did a bit of research and I think I found the
 issue but am not sure how to resolve it.  Below are the commands that I
 have run and their results:

  

 [root@IMESD-OTRS bin]# crontab -l -u root

 no crontab for root

 [root@IMESD-OTRS bin]# crontab -l -u otrs

 no crontab for otrs

 [root@IMESD-OTRS bin]# ./Cron.sh restart otrs

 /opt/otrs/bin

 Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $

 Copyright (C) 2001-2009 OTRS AG, http://otrs.org/

 /opt/otrs/bin

 Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $

 Copyright (C) 2001-2009 OTRS AG, http://otrs.org/

 no crontab for otrs

 failed

 /opt/otrs/bin

 Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $

 Copyright (C) 2001-2009 OTRS AG, http://otrs.org/

 /opt/otrs/var/tmp/otrs-cron-tmp.1748:109: bad minute

 errors in crontab file, can't install.

 Failed

  

 I also verified the following lines in the generic agent cron files:

 /opt/otrs/var/cron/generic_agent

 */20 * * * *$HOME/bin/otrs.GenericAgent.pl 
 /dev/null

 /opt/otrs/var/cron/generic_agent-database

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

  

 Any help would be much appreciated!

  

 Nick


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 ** **

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Re: [otrs] Generic Agent Not Running

[Nick Lapp]

That was it, I had an invalid line in one of those files.  Thank you very much 
for your assistance!

Nick

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Saturday, December 15, 2012 10:48 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Generic Agent Not Running

I'm saying that there's a file in the cron directory that is not a cron file 
(has a bad entry) and that is causing the error.
try

cat /opt/otrs/var/cron/*


On Sat, Dec 15, 2012 at 1:37 PM, Nick Lapp 
nick.l...@imesd.k12.or.usmailto:nick.l...@imesd.k12.or.us wrote:
Below is a screenshot of all the files in otrs/var/cron/.  If I'm understanding 
you correctly, I should remove the .dist from survey_trigger_send_requests.dist 
and then re-run the Cron.sh?

[cid:image001.png@01CDDADA.3E2B4040]

From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of 
Gerald Young
Sent: Saturday, December 15, 2012 10:24 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Generic Agent Not Running

essentially, Cron.sh cats all the otrs/var/cron/* files into the otrs crontab.
check to make sure the files are all .dist or without .dist, and no other cruft 
exists in that folder as the files' contents will be added verbatim to cron. 
(all files without .dist in linux, all files, period, (IIRC) in windows).

On Sat, Dec 15, 2012 at 1:17 PM, Nick Lapp 
nick.l...@imesd.k12.or.usmailto:nick.l...@imesd.k12.or.us wrote:
Hello all!

I just updated from 3.1.10 to 3.1.12 and for some reason my generic agent jobs 
stopped running.  I did a bit of research and I think I found the issue but am 
not sure how to resolve it.  Below are the commands that I have run and their 
results:

[root@IMESD-OTRS bin]# crontab -l -u root
no crontab for root
[root@IMESD-OTRS bin]# crontab -l -u otrs
no crontab for otrs
[root@IMESD-OTRS bin]# ./Cron.sh restart otrs
/opt/otrs/bin
Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $
Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
/opt/otrs/bin
Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $
Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
no crontab for otrs
failed
/opt/otrs/bin
Cron.sh - start/stop OTRS cronjobs - $Revision: 1.19 $
Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
/opt/otrs/var/tmp/otrs-cron-tmp.1748:109: bad minute
errors in crontab file, can't install.
Failed

I also verified the following lines in the generic agent cron files:
/opt/otrs/var/cron/generic_agent
*/20 * * * *
$HOME/bin/otrs.GenericAgent.plhttp://otrs.GenericAgent.pl  /dev/null
/opt/otrs/var/cron/generic_agent-database
*/10 * * * *
$HOME/bin/otrs.GenericAgent.plhttp://otrs.GenericAgent.pl -c db  /dev/null

Any help would be much appreciated!

Nick

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[otrs] Generic Agent and Time based creation

[Gadow, Shawn]

I read in this thread about this but has anything been done with this yet?
https://otrsteam.ideascale.com/a/dtd/automatically-creation-of-tickets-bei-time-schedule/105471-10369

I would really like to use generic agent or an addon to schedule a ticket to be 
created once a month or once a year or some other time variation rather than 
just setting a ticket to pending state each time it comes up.


Thank you,
Shawn Gadow
Network Administrator
Oregon CUSD 220

Security is when everything is settled. When nothing can happen to you. 
Security is the denial of life. - Germaine Greer

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Re: [otrs] Generic Agent and Time based creation

[Gerald Young]

You may:
cron an email to otrs.
cron an api ticket creation
read this http://forums.otterhub.org/viewtopic.php?f=53t=10169#p39638


On Fri, Oct 26, 2012 at 1:52 PM, Gadow, Shawn sga...@ocusd.net wrote:

 I read in this thread about this but has anything been done with this yet?
 


 https://otrsteam.ideascale.com/a/dtd/automatically-creation-of-tickets-bei-time-schedule/105471-10369
 

 ** **

 I would really like to use generic agent or an addon to schedule a ticket
 to be created once a month or once a year or some other time variation
 rather than just setting a ticket to pending state each time it comes up.*
 ***

 ** **

 ** **

 Thank you,

 Shawn Gadow

 Network Administrator

 Oregon CUSD 220

 ** **

 *“Security is when everything is settled*. *When nothing can happen to
 you. Security is the denial of life*.” – Germaine Greer

 ** **

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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] Generic Agent

[Rory]

Try running that again but this time run it as the super user and
specify that you want to see your otrs users entries;

sudo crontab -u fireline -l

If it still returns nothing then the crontab for your otrs user is empty.

To get what should be the content of your otrs users crontab firstly
go to the following directory (assuming that OTRS is installed at
/opt/otrs)

cd /opt/otrs/var/cron

Now run the following command to export the content of the crontab
into a file called crontab.txt located in /opt/otrs

 ls -d * | grep -v '.dist'| grep -v '.rpm'| grep -v CVS | xargs cat 
/opt/otrs/cronfile.txt

Now to import that file into the otrs users crontab do the following;

sudo crontab -u fireline /opt/otrs/cronfile.txt

That should add the contents of the file your created to the crontab
(this is what the Cron.sh script does, we're just doing it manually
here)
Now check the contents of your crontab again

sudo crontab -u fireline -l


If that *still* doesn't work check if the files /etc/cron.allow and
/etc/cron.deny exist. If they do exist then the otrs user must be in
cron.allow and not in cron.deny.
If these files do not exist then you must be the super user (root) to
run the crontab command. sudo should work for this but if not switch
to root and try the above again, this time leaving out the word sudo
in the commands.

Let us know how you get on with that.

Kind regards,
Rory

On 12 October 2011 21:24, Garabed Yegavian
gara...@firelinebroadband.com wrote:
 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

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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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You can reach the person managing the list at
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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. 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 rcler...@gmail.com
Subject: Re: [otrs] Generic Agent
To: User questions and discussions about OTRS. otrs@otrs.org
Message-ID:
CAGf7qGC88nEQeHnX+-Y8D0wWvB8VG_=dr7+sn8v1wlkwtdk...@mail.gmail.com
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 start|stop|restart otrs_username

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

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:  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 rcler...@gmail.com
Subject: Re: [otrs] Generic Agent
To: User questions and discussions about OTRS. otrs@otrs.org
Message-ID:
CAGf7qGC88nEQeHnX+-Y8D0wWvB8VG_=dr7+sn8v1wlkwtdk...@mail.gmail.com
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 start|stop|restart otrs_username

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 cryth...@gmail.com
Subject: Re: [otrs] New line automatically inserted in event based
Notifications
To: User questions and discussions about OTRS. otrs@otrs.org
Message-ID:
CAKk-oULyfj5jU3GW9=xrt-a-q_piwvyz7zdn6n1s580kqb4...@mail.gmail.com
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 poreba.rob...@googlemail.com
 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

Re: [otrs] Generic Agent

[Rory]

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 start|stop|restart otrs_username

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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Archive: http://lists.otrs.org/pipermail/otrs
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[otrs] Generic Agent not trigging StateUpdate event

[Wagner]

Hello

I'm trying to send a notification trought event TicketStateUpdate,

in the Generic agent, I set a new state to some tickets, but the event
TicketStateUpdate is not triggered, If I change by myself the state of
ticket, it triggers the Notification

How do I make this work?

or configure the generic agent to send notification to the agent?

thanks
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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=firel...@support.firelinebroadband.com, 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=firel...@support.firelinebroadband.com, 
ctladdr=firel...@support.firelinebroadband.com (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=firel...@support.firelinebroadband.com, 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=firel...@support.firelinebroadband.com, 
ctladdr=firel...@support.firelinebroadband.com (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

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.   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 wagner...@gmail.com
Subject: [otrs]  FreeText ACLs
To: User questions and discussions about OTRS. otrs@otrs.org
Message-ID:
cao0inons+zavepukvdjckjdhgxsbg8yrpez7dpefo549rvf...@mail.gmail.com
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 nils.leid...@leidex.net
Subject: Re: [otrs] FreeText ACLs
To: User questions and discussions about OTRS. otrs@otrs.org
Message-ID: f911719a-11d1-4727-9da0-bcc4dea35...@leidex.net
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 rcler...@gmail.com
Subject: Re: [otrs] Generic Agent
To: User

Re: [otrs] Generic Agent

[Rory]

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/download.html )
Once logged in type the following command to edit your crontab;

crontab -e

This will bring up a text editor that allows you to add entries to
your crontab which will be executed by the Cron daemon. The text
editor used depends on what your default text editor is set to. I
believe Nano is the default and works more or less like notepad in
windows but you need to press Ctrl-o to save (writeOut) and Ctrl-x to
exit.
Add the following line to output the date and time every minute

*/1 * * * * date

Save the file and exit the editor.

Check if cron is running using the following command

/etc/init.d/cron status

If cron is not running start it with the command

/etc/init.d/cron status

If it is running it is no harm to restart it

/etc/init.d/cron restart

Cron will normally log to the syslog file. You will want to watch this
log file to see that it runs your date command in the next minute.
Use the following command to clear the screen and then watch the
syslog file for new entries;

clear; tail -n 30 -f /var/log/syslog

Th above command clears the screen then shows the last 30 lines of the
file /var/log/syslog and forces it to stay open.
The next time cron runs you should see the log entry pop up at the
bottom of the list.
To exit the tail view of the syslog hit Ctrl-c

Let us know what you get in your syslog for cron and that will confirm
whether or not it is working correctly.

Rory
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Re: [otrs] Generic Agent

[Rory]

Edit to my last mail:

If cron is not running start it with the command

/etc/init.d/cron start

Rory

On 4 October 2011 09:54, Rory rcler...@gmail.com wrote:
 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/download.html )
 Once logged in type the following command to edit your crontab;

 crontab -e

 This will bring up a text editor that allows you to add entries to
 your crontab which will be executed by the Cron daemon. The text
 editor used depends on what your default text editor is set to. I
 believe Nano is the default and works more or less like notepad in
 windows but you need to press Ctrl-o to save (writeOut) and Ctrl-x to
 exit.
 Add the following line to output the date and time every minute

 */1 * * * * date

 Save the file and exit the editor.

 Check if cron is running using the following command

 /etc/init.d/cron status

 If cron is not running start it with the command

 /etc/init.d/cron status

 If it is running it is no harm to restart it

 /etc/init.d/cron restart

 Cron will normally log to the syslog file. You will want to watch this
 log file to see that it runs your date command in the next minute.
 Use the following command to clear the screen and then watch the
 syslog file for new entries;

 clear; tail -n 30 -f /var/log/syslog

 Th above command clears the screen then shows the last 30 lines of the
 file /var/log/syslog and forces it to stay open.
 The next time cron runs you should see the log entry pop up at the
 bottom of the list.
 To exit the tail view of the syslog hit Ctrl-c

 Let us know what you get in your syslog for cron and that will confirm
 whether or not it is working correctly.

 Rory

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Re: [otrs] Generic Agent

[Garabed Yegavian]

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




Thank you,

Garabed Yegavian

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Sunday, October 02, 2011 5:00 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 37, Issue 2

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:  Generic Agent (Ugo Bellavance)


--

Message: 1
Date: Sat, 01 Oct 2011 23:09:48 -0400
From: Ugo Bellavance u...@lubik.ca
Subject: Re: [otrs] Generic Agent
To: otrs@otrs.org
Message-ID: j68klt$lrg$1...@dough.gmane.org
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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End of otrs Digest, Vol 37, Issue 2
***
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Re: [otrs] Generic Agent

[Ugo Bellavance]

Le 2011-09-30 19:57, Garabed Yegavian a écrit :

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

[Shawn Beasley]

Garabed,

Are your cron jobs running? You need cron to trigger the agent.

On Sep 30, 2011, at 7:54 , Garabed Yegavian wrote:

 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?

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Re: [otrs] Generic Agent

[Garabed Yegavian]

 out a way to generate a report of the escalation that
have occured in the last month.

I've managed to get different information on tickets from the tickets
table, but I don't see any fields that would let me know if the ticket
has been escalated. There are a few fields starting with 'escalation',
but according to my tests, they are fields that define when the ticket
will be escalated, while I'm looking for a way to see if an escalation
has occured.

The other fields that look interesting are:

- timeout
- until_time

but I can't figure out their use.

Any help would be appreciated.

Thanks,

Ugo



--

Message: 5
Date: Thu, 29 Sep 2011 14:12:27 -0300
From: Wagner wagner...@gmail.com
Subject: Re: [otrs] Customer New Ticket View
To: User questions and discussions about OTRS. otrs@otrs.org
Message-ID:
CAO0ino=rXxrDJzG+f7mbR66SvGKiGY0rUfFM6q2gj_WD4=e...@mail.gmail.com
Content-Type: text/plain; charset=utf-8

3.0.10
Em 29/09/2011 12:06, Ugo Bellavance u...@lubik.ca escreveu:
 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?


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Message: 6
Date: Thu, 29 Sep 2011 22:54:52 -0700
From: Garabed Yegavian gara...@firelinebroadband.com
Subject: [otrs] Generic Agent
To: otrs@otrs.org otrs@otrs.org
Message-ID:
7221a0313a389f408e5982772db633fc0b2dad9...@fnsexch.fns.local
Content-Type: text/plain; charset=iso-8859-1

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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Message: 7
Date: Fri, 30 Sep 2011 08:20:50 +0200
From: Shawn Beasley shawn.beas...@otrs.com
Subject: Re: [otrs] Generic Agent
To: User questions and discussions about OTRS. otrs@otrs.org
Message-ID: 0ae109b7-b851-4cc3-955e-37f1c72f7...@otrs.com
Content-Type: text/plain; charset=iso-8859-1

Garabed,

Are your cron jobs running? You need cron to trigger the agent.

On Sep 30, 2011, at 7:54 , Garabed Yegavian wrote:

 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?

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Re: [otrs] Generic Agent

[Ugo Bellavance]

Le 2011-09-30 10:19, Garabed Yegavian a écrit :


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


If you're running Red Hat, Fedora or any compatible distro, have a look 
at /var/log/cron.  I guess that other distros have cron logs, but I 
wouldn't know the exact path.


Ugo

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Re: [otrs] Generic Agent

[Garabed Yegavian]

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 u...@lubik.ca
Subject: [otrs] Stats about escalations
To: otrs@otrs.org
Message-ID: j628ol$jrq$2...@dough.gmane.org
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Hi,

I'm trying to find out a way to generate a report of the escalation that 
have occured in the last month.

I've managed to get different information on tickets from the tickets 
table, but I don't see any fields that would let me know if the ticket 
has been escalated. There are a few fields starting with 'escalation', 
but according to my tests, they are fields that define when the ticket 
will be escalated, while I'm looking for a way to see if an escalation 
has occured.

The other fields that look interesting are:

- timeout
- until_time

but I can't figure out their use.

Any help would be appreciated.

Thanks,

Ugo



--

Message: 5
Date: Thu, 29 Sep 2011 14:12:27 -0300
From: Wagner wagner...@gmail.com
Subject: Re: [otrs] Customer New Ticket View
To: User questions and discussions about OTRS. otrs@otrs.org
Message-ID:
CAO0ino=rXxrDJzG+f7mbR66SvGKiGY0rUfFM6q2gj_WD4=e...@mail.gmail.com
Content-Type: text/plain; charset=utf-8

3.0.10
Em 29/09/2011 12:06, Ugo Bellavance u...@lubik.ca escreveu:
 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?


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 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
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Message: 6
Date: Thu, 29 Sep 2011 22:54:52 -0700
From: Garabed Yegavian gara...@firelinebroadband.com
Subject: [otrs] Generic Agent
To: otrs@otrs.org otrs@otrs.org
Message-ID:
7221a0313a389f408e5982772db633fc0b2dad9...@fnsexch.fns.local
Content-Type: text/plain; charset=iso-8859-1

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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Message: 7
Date: Fri, 30 Sep 2011 08:20:50 +0200
From: Shawn Beasley shawn.beas...@otrs.com
Subject: Re: [otrs] Generic Agent
To: User questions and discussions about OTRS. otrs@otrs.org
Message-ID: 0ae109b7-b851-4cc3-955e-37f1c72f7...@otrs.com
Content-Type: text/plain; charset=iso-8859-1

Garabed,

Are your cron jobs running? You need cron to trigger the agent.

On Sep 30, 2011, at 7:54 , Garabed Yegavian wrote:

 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

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

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:  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 wagner...@gmail.com
Subject: Re: [otrs] Problem after installed ITSM Module
To: User questions and discussions about OTRS. otrs@otrs.org
Message-ID:
CAO0ino=LCyfiPTn_fo-O1U=cy2njojdqsgi+gscz+cbqh+-...@mail.gmail.com
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 vceri...@gmail.com

  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

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Message: 2
Date: Fri, 30 Sep 2011 07:19:58 -0700
From: Garabed Yegavian gara...@firelinebroadband.com
Subject: Re: [otrs] Generic Agent
To: otrs@otrs.org 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
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 wagner...@gmail.com
Subject: [otrs]  Customer New Ticket View
To: User questions and discussions about OTRS. otrs@otrs.org
Message-ID:
cao0inok8t2xaj9bftwilmafze1ajfmqao_i5udt1azecony...@mail.gmail.com
Content-Type: text/plain; charset=utf-8

Hello guys,

i've

[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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Re: [otrs] Generic Agent: Forward message?

[Lars Jørgensen]

Hi Alexander,

Sorry for top quoting, but our company Outlook makes life hard.

We want to forward automatically. When a ticket enters that specific queue, we 
need to forward it to a vendor automatically.


Lars

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Alexander Halle
Sent: Thursday, November 25, 2010 2:50 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Generic Agent: Forward message?

Lars Jørgensen wrote :
 We are thinking about implementing this work flow:
 1. System generates mail to OTRS
 2. OTRS forwards the mail to an external partner
 3. The partner replies to this mail
 
 The idea is that we need the ticket number in the forwarded mail in [2], 
 so that replies from the partner will be attached to the ticket.

Hi Lars,

how exactly do you want to forward the mail, manually or automatically ?

If manually then there should be already the ticket number in the 
subject automatically. If automatically then please red this thread :

http://lists.otrs.org/pipermail/otrs/2010-November/033900.html

Regards

Alexander

-- 
radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile
and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal
Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag
Phone +49 202 2489 1123, Fax +49 202 2489 941123


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[otrs] Generic Agent: Forward message?

[Lars Jørgensen]

Hi,

We are thinking about implementing this work flow:

1. System generates mail to OTRS
2. OTRS forwards the mail to an external partner
3. The partner replies to this mail

The idea is that we need the ticket number in the forwarded mail in [2], so 
that replies from the partner will be attached to the ticket.

Is this possible?


Lars
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Re: [otrs] Generic Agent: Forward message?

[Alexander Halle]

Lars Jørgensen wrote :

We are thinking about implementing this work flow:
1. System generates mail to OTRS
2. OTRS forwards the mail to an external partner
3. The partner replies to this mail

The idea is that we need the ticket number in the forwarded mail in [2], 
so that replies from the partner will be attached to the ticket.


Hi Lars,

how exactly do you want to forward the mail, manually or automatically ?

If manually then there should be already the ticket number in the 
subject automatically. If automatically then please red this thread :


http://lists.otrs.org/pipermail/otrs/2010-November/033900.html

Regards

Alexander

--
radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile
and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal
Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag
Phone +49 202 2489 1123, Fax +49 202 2489 941123


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Re: [otrs] Generic Agent: Forward message?

[shrikant k]

just  add  Re:OTRS_TICKETID in the subjest of ur reply or u have congured
a auto reply

this will solve ur problem and subsequent replies from custer will follow
the ticket in dashboard

shrikant



On Thu, Nov 25, 2010 at 7:09 PM, Lars Jørgensen i...@gyldendal.dk wrote:

  Hi,



 We are thinking about implementing this work flow:



 1. System generates mail to OTRS

 2. OTRS forwards the mail to an external partner

 3. The partner replies to this mail



 The idea is that we need the ticket number in the forwarded mail in [2], so
 that replies from the partner will be attached to the ticket.



 Is this possible?





 Lars

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[otrs] Generic Agent CustomerID - selecting multiple IDs

[Glossop, Andrew]

I want to run a job with multiple selections for CustomerID. is it
possible to do that? I can't find anything in the manual.
 
I was hoping that something like this would work:
 
bob||john|fred
 
I'also tried
 
bob,|john,fred
 
bob;|john;fred
 
none of these worked. any suggestions? or do I need to create individual
jobs?
 
A copy job feature would be really useful I think.
 
Kind Regards,
 
Andrew Glossop
 
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Re: [otrs] Generic agent not runing

[Alejandra Piedra]

Hi Bruno

Yeah I have the cron thingy installed. Well the thing is that I need the 
generic agent to run, and don't know how to get it working.

Thanks and regards
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[otrs] Generic agent not runing

[Alejandra Piedra]

Hi

I added a job to the generic agent, and scheduled it to run itself at 10 
minutes every hour. When I click on run now it works, but it doesn't run when 
scheduled.

I'm working on Windows so I don't know if that affects anything, this because I 
don't have the cron command. I don't know I'm just guessing.

I really need help with this, so if you could help me I'd be very glad.

Thanks and regards
Mary
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Re: [otrs] Generic agent not runing

[Klaus Bruno]

Hi Mary

Is OTRS running on a Windows Box? If so you need cron for Windows
(which is automatically installed if you use the Win32 installer for
OTRS) - Chapter 3.1.2 of the OTRS 2.2 Admin Manual

regards,
Bruno

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Alejandra Piedra
Sent: Thursday, August 21, 2008 4:25 PM
To: otrs@otrs.org
Subject: [otrs] Generic agent not runing

Hi 

 

I added a job to the generic agent, and scheduled it to run itself at 10
minutes every hour. When I click on run now it works, but it doesn't run
when scheduled.

 

I'm working on Windows so I don't know if that affects anything, this
because I don't have the cron command. I don't know I'm just guessing.

 

I really need help with this, so if you could help me I'd be very glad.

 

Thanks and regards

Mary 

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Re: [otrs] Generic agent not runing

[LQ Marshall]

 Does anyone know how to create an alias in exchange?  Having 
 problems getting the exchange server to find my otrs email account.  

Slightly different depending on your XCH version.  In most cases (recent XCH
versions), it is done simply by adding the secondary email address to the
exchange tab in AD.


 BossMan doesn't want me setup a pop3 account either, so that's really
 not an option.
Well that's not helpful.  :-S (aka - no comment)

gl

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Re: [otrs] Generic agent not runing

[Anderson, Kris]

Thing is I'm trying to mimic UNIX behavior: 

[EMAIL PROTECTED] - [EMAIL PROTECTED] 

So that users can email [EMAIL PROTECTED]  

Kristoph 





-Original Message-
From: LQ Marshall [mailto:[EMAIL PROTECTED] 
Sent: Thursday, August 21, 2008 12:01 PM
To: 'User questions and discussions about OTRS.org'
Subject: Re: [otrs] Generic agent not runing

 Does anyone know how to create an alias in exchange?  Having problems 
 getting the exchange server to find my otrs email account.

Slightly different depending on your XCH version.  In most cases (recent
XCH versions), it is done simply by adding the secondary email address
to the exchange tab in AD.


 BossMan doesn't want me setup a pop3 account either, so that's really
 not an option.
Well that's not helpful.  :-S (aka - no comment)

gl

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= http://www.otrs.com/

Re: [otrs] Generic agent not runing

[Nils Breunese (Lemonbit)]

Anderson, Kris wrote:


Thing is I'm trying to mimic UNIX behavior:

[EMAIL PROTECTED] - [EMAIL PROTECTED]

So that users can email [EMAIL PROTECTED]


If you want [EMAIL PROTECTED] to go to a specific server, then I guess you  
need to point the MX record for domain.com to that specific server. If  
you want to forward mail for certain mailnames to a specific server  
then I guess you need to create a forward/redirect address. Or can't  
you just setup OTRS to fetch mail from an @domain.com mailbox?


Nils Breunese.
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Re: [otrs] Generic agent not runing

[Nils Breunese (Lemonbit)]

Anderson, Kris wrote:


Very cool.  That is exactly what I want.

How do I create a forward/redirect address?


I don't use Windows for mailservers. I think you better consult the  
Exchange documentation, ask Microsoft or ask on an Exchange-related  
mailinglist/forum.


Nils Breunese.
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Re: [otrs] Generic agent not runing

[Anderson, Kris]

Haha.  Yeah man.  My boss lives by windows/exchange.  I'm coming from a
unix environment, and Exchange is kind of foreign. 

Thanks anyway,

Kris  

-Original Message-
From: Nils Breunese (Lemonbit) [mailto:[EMAIL PROTECTED] 
Sent: Thursday, August 21, 2008 3:50 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Generic agent not runing

Anderson, Kris wrote:

 Very cool.  That is exactly what I want.

 How do I create a forward/redirect address?

I don't use Windows for mailservers. I think you better consult the
Exchange documentation, ask Microsoft or ask on an Exchange-related
mailinglist/forum.

Nils Breunese.
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Re: [otrs] Generic agent not runing

[LQ Marshall]

Sorry that this is slightly off topic, but there are several exchange questions 
that find there way here...

Assuming you are running in a single exchange environment, (using exchange 
standard rather than enterprise, do not have a bridgehead server, etc.) the 
teriary domain, for the server, doesn't apply as long as the exchange server is 
properly configured to receive the domain.com email.  The accounts should 
already have @domain.com addresses. If not there is probably an email 
gateway/proxy that rewrites emails as they are sent received  as such you need 
to address at both gateway and server.

If you have multiple servers, run local exchange boxes over the enterprise, 
etc... This is a far more complex issue.  In such cases you ?may? only have 
server.domain.tld addresses. In such a case, the possiblilities become too many 
to address with the info available.

Either way this will 'replicate' a unix type mask or alais.

Hope this helps...
LQ Marshall

ps- Does bossman know that POP3 is enabled on XCH account by default?

Anderson, Kris wrote on 8/21/08 13:14

Thing is I'm trying to mimic 
UNIX behavior: 

[EMAIL PROTECTED] - 
[EMAIL PROTECTED]
ain.com 

So that users can email 
[EMAIL PROTECTED]  

Kristoph 

-Original Message-
From: LQ Marshall 
[mailto:[EMAIL PROTECTED]
.net] 
Sent: Thursday, August 21, 
2008 12:01 PM
To: 'User questions and 
discussions about OTRS.org'
Subject: Re: [otrs] Generic 
agent not runing

 Does anyone know how to 
create an alias in exchange?  
Having problems 
 getting the exchange 
server to find my otrs email 
account.

Slightly different depending 
on your XCH version.  In most 
cases (recent
XCH versions), it is done 
simply by adding the 
secondary email address
to the exchange tab in AD.


 BossMan doesn't want me 
setup a pop3 account either, 
so that's really
 not an option.
Well that's not helpful.  :-S 
(aka - no comment)

gl

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Re: [otrs] Generic agent not runing

[LQ Marshall]

 [EMAIL PROTECTED] - [EMAIL PROTECTED] 

Oopps... Forgot to answer this one.  There is a special account-type which
does this type of redirect in exchange (the easy way, again there multiple
ways depending setup).  I ?think? it is an address book or contact account?

Ok... Not answering these anymore... Sorry.


 -Original Message-
 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On 
 Behalf Of LQ Marshall
 Sent: Thursday, August 21, 2008 10:31 PM
 To: User questions and discussions about OTRS.org
 Subject: Re: [otrs] Generic agent not runing
 
 
 Sorry that this is slightly off topic, but there are several 
 exchange questions that find there way here...
 
 Assuming you are running in a single exchange environment, 
 (using exchange standard rather than enterprise, do not have 
 a bridgehead server, etc.) the teriary domain, for the 
 server, doesn't apply as long as the exchange server is 
 properly configured to receive the domain.com email.  The 
 accounts should already have @domain.com addresses. If not 
 there is probably an email gateway/proxy that rewrites emails 
 as they are sent received  as such you need to address at 
 both gateway and server.
 
 If you have multiple servers, run local exchange boxes over 
 the enterprise, etc... This is a far more complex issue.  In 
 such cases you ?may? only have server.domain.tld addresses. 
 In such a case, the possiblilities become too many to address 
 with the info available.
 
 Either way this will 'replicate' a unix type mask or alais.
 
 Hope this helps...
 LQ Marshall
 
 ps- Does bossman know that POP3 is enabled on XCH account by default?
 
 Anderson, Kris wrote on 8/21/08 13:14
 
 Thing is I'm trying to mimic
 UNIX behavior: 
 
 [EMAIL PROTECTED] -
 [EMAIL PROTECTED]
 ain.com
 
 So that users can email
 [EMAIL PROTECTED]
 
 Kristoph
 
 -Original Message-
 From: LQ Marshall
 [mailto:[EMAIL PROTECTED]
 .net]
 Sent: Thursday, August 21,
 2008 12:01 PM
 To: 'User questions and
 discussions about OTRS.org'
 Subject: Re: [otrs] Generic
 agent not runing
 
  Does anyone know how to
 create an alias in exchange?  
 Having problems
  getting the exchange
 server to find my otrs email
 account.
 
 Slightly different depending
 on your XCH version.  In most
 cases (recent
 XCH versions), it is done
 simply by adding the
 secondary email address
 to the exchange tab in AD.
 
 
  BossMan doesn't want me
 setup a pop3 account either,
 so that's really
  not an option.
 Well that's not helpful.  :-S
 (aka - no comment)
 
 gl

 

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[otrs] Generic Agent

[Amanda Beyersmith]

Hello all,
I have been trying to use the generic agent to change the queue of  
escalated tickets.  In order to do so, I've been editing  
GenericAgent.pm as it says to do in the manual.  I've been looking at  
the examples in GenericAgent.pm.examples to see how to do so and I'm  
rather certain that my coding is correct.  However, even when I save  
my changes to GenericAgent.pm, the file doesn't turn up on the Web  
user interface for the admin.  This is the code I have:

==
#  
---

# config options
#  
---

%Jobs = (

#  [name of job] - send escalation notifications
   'Send Escalated Tickets from Level 1 to Level 2' = {
   Queue = ['Other', 'Under Attack', 'WebUI', 'RE', 'RX',  
'rView'],

   Escalation = 1,
#  new ticket properties
   New = {
Queue = 'Level 2',
  },
   },
   # insert your jobs (see Kernel/Config/GenericAgent.pm.examples)


);
#  
---

# end of config options
#  
---

1;

==

I have also tried taking the exact example that they have in  
GenericAgent.pm and removing the comments in front of the code lines  
and I still don't get anything, so I don't think that syntax is the  
error.

Anyone have any ideas as to what could be causing my troubles?
Thanks so much,

Amanda




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[otrs] Generic Agent Configuration

[Joseph Sibie Devis]

Hi all 
 Can anyone Help me configuring the Generic Agent in OTRS 2.2.3 . Is
there any manual for Configuring Generic Agent . My configuration are
not working at the moment.

-- 

Thank You

Best
Regards


Joseph
Sibie Devis
KALKITECH
#147,
Ananthapushpa Buildings ;5 th
Main. Sector 7, HSR Layout ;Bangalore-34 , INDIA
((+91)
(80)
2572 1263 / 1264 | *[EMAIL PROTECTED]/com
|8
www.kalkitech.com

"A Whole New
World of Intelligent
Energy Systems"










[EMAIL PROTECTED] wrote:

  Send otrs mailing list submissions to
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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.  Migration from Jitterbug to OTRS script available...
  (Niran Abeygunawardena)


--

Message: 1
Date: Tue, 10 Jun 2008 12:01:35 +0100
From: Niran Abeygunawardena [EMAIL PROTECTED]
Subject: [otrs] Migration from Jitterbug to OTRS script available...
To: otrs@otrs.org
Message-ID: [EMAIL PROTECTED]
Content-Type: text/plain; charset=us-ascii; format=flowed

Hi everyone,

Our group is moving from a very out-dated Jitterbug email system to OTRS. For 
this purpose, I have developed a perl script to import all jitterbug emails into 
OTRS for archival and search purposes. It creates all the required 
articles/threads to each corresponding ticket. A couple of freetext fields are 
created for jitterbug ticket id, audit, notes and notify fields from jitterbug.

If u need this script, please email me.

Best Regards,
Niran.



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[otrs] Generic Agent Time Problems...

[Jeff Shepherd]

I'm having a problem with OTRS v2.2.2 on Fedora Core 7 running Generic 
Agent jobs:


ERROR: OTRS-GenericAgent-36 Perl: 5.8.8 OS: linux Time: Wed Sep 26 12:00:04 2007

Message: No valid time format 
'2007-0-30
 23:59:59'!

Traceback (25988): 
  Module: Kernel::System::Ticket::TicketSearch (v1.269) Line: 3667

  Module: Kernel::System::GenericAgent::JobRun (v1.29 ) Line: 352
  Module: /opt/otrs//bin/GenericAgent.pl (v1.41) Line: 182




It just keeps adding a zero to the time every time it runs. Does anyone 
have any ideas?


Thanks for the help.

-Jeff

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[otrs] generic agent

[pri pri]

hi all

can somebody tell if there is complete explanation for the generic agent 
option in the documentation.
i could only find one page about generic agent. i would like to know more 
about the CMD and the module part of the generic agent. i do not understand 
these options.


thank you

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RE: [otrs] Generic Agent

[Beugen, Peter van]

You should check if cron is running at your system.
Cron is the task scheduler wich runs GenericAgent.pl

I'm not a Linux expert, but there is always the internet...
Information about Cron:
http://www.unixgeeks.org/security/newbie/unix/cron-1.html

regards,
Peter


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Ramziddin Artykov
Verzonden: maandag 12 februari 2007 7:22
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Generic Agent

Hi Peter

Thanks for your fast reply.
In the FTP files i have found
the file you have indicated but what
should I check there for.
I have also found this line there:

print usage: GenericAgent.pl [-c db || -c
'Kernel::Config::GenericAgentJobModule']  .

pretty much like the one you wrote me

I am newbie in the OTRS
I know that Cron Job is
job that are done automatically
according to schedule but that's all
I know. So could you help me a bit more?
What should i do further?
I need your help

Regards

Ramziddin

On 2/11/07, Beugen, Peter van [EMAIL PROTECTED] wrote:
 No

 A generic agent job is there to run a scheduled job without any
 interaction/logging in (of course)

 I use them in my two OTRS installations without any problems



 But it is started by a cron job (which OTRS installs automatically)

 So:

 is Cron running?

 is the Cron job running???



 These jobs should be in your (otrs) Cron jobs:

 $HOME/bin/GenericAgent.pl  /dev/null
 http://192.168.123.111:1/cron/edit_cron.cgi?idx=11

 $HOME/bin/GenericAgent.pl -c db  /dev/null
 http://192.168.123.111:1/cron/edit_cron.cgi?idx=13



 Regards,

 Peter





 Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
 Ramziddin Artykov
 Verzonden: zondag 11 februari 2007 12:51
 Aan: User questions and discussions about OTRS.org
 Onderwerp: [otrs] Generic Agent



 Hi Everybody

 I have experimented a bit with the Generic agent
 and (partly) understood that it does an automatic job only when
 an admin log ins to the web intewrface and runs it.
 Is that true?
 if noty how to configure this god damn generic agent that it does
 his f** job every ten or whatever minutes without any
 manual running by some human?

 Don't get me wrong I was just out of my mind when i
 was writing this letter.

 Regards

 Ramziddin


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[otrs] Generic Agent

[Ramziddin Artykov]

Hi Everybody

I have experimented a bit with the Generic agent
and (partly) understood that it does an automatic job only when
an admin log ins to the web intewrface and runs it.
Is that true?
if noty how to configure this god damn generic agent that it does
his f** job every ten or whatever minutes without any
manual running by some human?

Don't get me wrong I was just out of my mind when i
was writing this letter.

Regards

Ramziddin
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RE: [otrs] Generic Agent

[Beugen, Peter van]

No

A generic agent job is there to run a scheduled job without any
interaction/logging in (of course)

I use them in my two OTRS installations without any problems

 

But it is started by a cron job (which OTRS installs automatically)

So: 

is Cron running?

is the Cron job running???

 

These jobs should be in your (otrs) Cron jobs:

$HOME/bin/GenericAgent.pl  /dev/null
http://192.168.123.111:1/cron/edit_cron.cgi?idx=11 

$HOME/bin/GenericAgent.pl -c db  /dev/null
http://192.168.123.111:1/cron/edit_cron.cgi?idx=13 

 

Regards,

Peter

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Ramziddin Artykov
Verzonden: zondag 11 februari 2007 12:51
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] Generic Agent

 

Hi Everybody

I have experimented a bit with the Generic agent
and (partly) understood that it does an automatic job only when 
an admin log ins to the web intewrface and runs it.
Is that true?
if noty how to configure this god damn generic agent that it does 
his f** job every ten or whatever minutes without any
manual running by some human?

Don't get me wrong I was just out of my mind when i
was writing this letter.

Regards 

Ramziddin

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Re: [otrs] Generic Agent

[Ramziddin Artykov]

Hi Peter

Thanks for your fast reply.
In the FTP files i have found
the file you have indicated but what
should I check there for.
I have also found this line there:

print usage: GenericAgent.pl [-c db || -c
'Kernel::Config::GenericAgentJobModule']  .

pretty much like the one you wrote me

I am newbie in the OTRS
I know that Cron Job is
job that are done automatically
according to schedule but that's all
I know. So could you help me a bit more?
What should i do further?
I need your help

Regards

Ramziddin

On 2/11/07, Beugen, Peter van [EMAIL PROTECTED] wrote:

No

A generic agent job is there to run a scheduled job without any
interaction/logging in (of course)

I use them in my two OTRS installations without any problems



But it is started by a cron job (which OTRS installs automatically)

So:

is Cron running?

is the Cron job running???



These jobs should be in your (otrs) Cron jobs:

$HOME/bin/GenericAgent.pl  /dev/null
http://192.168.123.111:1/cron/edit_cron.cgi?idx=11

$HOME/bin/GenericAgent.pl -c db  /dev/null
http://192.168.123.111:1/cron/edit_cron.cgi?idx=13



Regards,

Peter





Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Ramziddin Artykov
Verzonden: zondag 11 februari 2007 12:51
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] Generic Agent



Hi Everybody

I have experimented a bit with the Generic agent
and (partly) understood that it does an automatic job only when
an admin log ins to the web intewrface and runs it.
Is that true?
if noty how to configure this god damn generic agent that it does
his f** job every ten or whatever minutes without any
manual running by some human?

Don't get me wrong I was just out of my mind when i
was writing this letter.

Regards

Ramziddin



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[otrs] Generic Agent DB interface missing objects

[Paul Rhein]

Hi list,

Config: otrs 2.04, mysql 4.1, perl 5.8 apache 2, mod perl 2.

We are using 2 different otrs systems that cannot be linked directely or
megered because of some really interesting organisational internal
issues
However the need occurs (surprise, surprise !!) that we need to forward
some tickets form one otrs (A) to the other otrs (B).
The idea is to move the tickets to a queue on otrs A  and than have an
Generic agent to automatically forward the tickets every 10 minutes or so
to otrs B.
I did setup this quite nicely and it seems to work half way through as I
can see in the log here

 Logfile extract:   

  Use module (Kernel::Modules::AgentTicketForward) for Ticket   
  (200610051010741/346812). 




That a ticket get selected and the module gets called.
Unluckely enough I get this message:

Software error:
Got no ParamObject at /opt/otrs//Kernel/Modules/AgentTicketForward.pm line
46.
For help, please send mail to the webmaster ([EMAIL PROTECTED]), giving this 
error
message and the time and date of the error.

So I have a twofold question:
1) is this the way to tackle the problem of linking the two otrs systems
together or is there an easier way ?
2) why is the module AgentTicketForward missing the paramObject (I
defined the params in the DB interace i.e. to emailadress) ? How can I
pass the paramObject ? Is this a bug in otrs ? Do I have to write a special
module to forward the emails with teh Generic agent?

I can imagine that you guys are quite busy with the release of 2.1 (thanks
for that we will migrate quite soonish) but I would be really grateful for
any help on this.

TIA

Paul Rhein

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[otrs] Generic Agent every 20 minutes

[news gonzo news gonzo]

Hello,
I have a problem with my genrerics agents which aren't
executing every 10 minutes.
Here is an extract of the log:

[Thu Aug 10 10:10:08
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 10:30:08
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 10:40:08
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 11:00:07
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 11:10:08
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 11:20:08
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 11:40:07
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 11:50:08
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 12:00:08
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 12:20:08
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 12:30:08
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 12:50:07
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 13:00:08
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 13:10:08
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 13:30:07
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.
[Thu Aug 10 13:40:07
2006][Notice][Kernel::System::GenericAgent::JobRun]
Run GenericAgent Job 'AFFECTATION_ACME' from db.


As you can see the execution is not regular.
Besides, I have change the cron tab for an execution
every 10 minutes:

*/10 * * * * C:/OTRS/Perl/bin/perl.exe
C:/OTRS/otrs/bin/GenericAgent.pl -c db 
*/10 * * * * C:/OTRS/Perl/bin/perl.exe
C:/OTRS/otrs/bin/GenericAgent.pl


Thx.
Regards.






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[otrs] Generic Agent

[Mamakwa M. Sefiri]

 Can someone please explain how generic agent
works, I have read the manual but it is still not clear to me.



 thanks






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Re: [otrs] Generic Agent

[Richard Hinkamp - BeSite]

Can someone please explain how generic agent works, I have 
read the manual but it is still not clear to me.


What is not clear? What do you want to do with it? Be a little more 
specific in your questions please.


Regards,
Richard
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RE: [otrs] Generic Agent

[Mamakwa M. Sefiri]

I just want to understand so that I know when and how to use it.

-Original Message-
From: Richard Hinkamp - BeSite [mailto:[EMAIL PROTECTED] 
Sent: 08 May 2006 01:20 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Generic Agent

 Can someone please explain how generic agent works, I have 
 read the manual but it is still not clear to me.

What is not clear? What do you want to do with it? Be a little more 
specific in your questions please.

Regards,
Richard
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RE: [otrs] Generic Agent does not work

[Jon H]

Thanks for the response! I couldn't find GenericAgent.pm, but I did see
GenericAgent.pl. I ran

./GenericAgent.pl -d 1 -c db 

And it seemed to run (I got a slight delay), but didn't generate any
messages. 

I should note that it also appears not to be running every 10 minutes, but
I'm guessing that's a separate issue.

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Christian Schoepplein
Sent: Friday, March 24, 2006 7:04 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Generic Agent does not work

On Fr, Mär 24, 2006 at 08:41:38 +0100, Christian Schoepplein wrote:
On Fri, Mar 24, 2006 at 11:52:20AM -0500, Jon H wrote:
   I setup a generic agent to assign new tickets from a certain user to
   change the owner to another user. When I save the agent, it warns me
that
   35 tickets will be effected.



   However when I click Run now, none of the tickets are changed. I
tried
   something as simple as assigning all new tickets a user and even that
   doesn't work. I see in the system log that the agent is running every
ten
   minutes, but it still does not make any changes.



   Could this be a permission problem of some sort? Any advice is greatly
   appreciate. Thank you,

Yes, that could a permission problem. Is the user allowed to get these 
tickets?

What happens if you execeute

bin/GenericAgent.pm -d 1 -c DB

Sorry, typo. Better is

bin/GenericAgent.pm -d 1 -c db

   - Jon

Best regards,
Christian

-- Christian

((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
  Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769
http://www.otrs.com/ :: Communication with success!

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[otrs] Generic Agent does not work

[Jon H]

Hello all,



I setup a generic agent to assign new tickets from a certain
user to change the owner to another user. When I save the agent, it warns me
that 35 tickets will be effected.



However when I click Run now, none of the
tickets are changed. I tried something as simple as assigning all new tickets a
user and even that doesnt work. I see in the system log that the agent
is running every ten minutes, but it still does not make any changes.



Could this be a permission problem of some sort? Any advice
is greatly appreciate. Thank you,



- Jon












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Re: [otrs] Generic Agent does not work

[Christian Schoepplein]

Hi,

On Fri, Mar 24, 2006 at 11:52:20AM -0500, Jon H wrote:
   I setup a generic agent to assign new tickets from a certain user to
   change the owner to another user. When I save the agent, it warns me that
   35 tickets will be effected.



   However when I click Run now, none of the tickets are changed. I tried
   something as simple as assigning all new tickets a user and even that
   doesn't work. I see in the system log that the agent is running every ten
   minutes, but it still does not make any changes.



   Could this be a permission problem of some sort? Any advice is greatly
   appreciate. Thank you,

Yes, that could a permission problem. Is the user allowed to get these 
tickets?

What happens if you execeute

bin/GenericAgent.pm -d 1 -c DB

from a shell? Do you get any error message?

   - Jon

Best regards,
Christian

-- 
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http://www.otrs.com/ :: Communication with success!


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Re: [otrs] Generic Agent does not work

[Christian Schoepplein]

On Fr, Mär 24, 2006 at 08:41:38 +0100, Christian Schoepplein wrote:
On Fri, Mar 24, 2006 at 11:52:20AM -0500, Jon H wrote:
   I setup a generic agent to assign new tickets from a certain user to
   change the owner to another user. When I save the agent, it warns me that
   35 tickets will be effected.



   However when I click Run now, none of the tickets are changed. I tried
   something as simple as assigning all new tickets a user and even that
   doesn't work. I see in the system log that the agent is running every ten
   minutes, but it still does not make any changes.



   Could this be a permission problem of some sort? Any advice is greatly
   appreciate. Thank you,

Yes, that could a permission problem. Is the user allowed to get these 
tickets?

What happens if you execeute

bin/GenericAgent.pm -d 1 -c DB

Sorry, typo. Better is

bin/GenericAgent.pm -d 1 -c db

   - Jon

Best regards,
Christian

-- Christian

((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
  Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769
http://www.otrs.com/ :: Communication with success!


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[otrs] Generic Agent stopped working

[Buchner, Daniel]

Hi, 

Over the weekend I have had an influx of spam. 17.000 messages all dumped into 
one
queue + several hundred in another.

Problem is that I can't access the generic agent. Simply times out and when I 
check the 
process queue - it's clear the generic agents can't handle the amount of 
messages, as
it is spinning up to 100% cpu but doesn't actually action anything.

Anyone have any ideas how to:

a) flush the queue
b) get the generic agent to run

rgs,


Daniel Buchner
BigPond Operations

Desk:   +61 2 8255 0618
Mobile:+61 428 225 476
Email:  [EMAIL PROTECTED]

The information transmitted in this document is intended only for the person or 
entity to whom it is addressed. It may contain confidential or privileged 
material. Any review, retransmission, dissemination or other use or taking of 
any action in reliance upon this information by persons or entities other than 
the intended recipient is prohibited. If you received this in error, please 
contact the sender and delete all copies of the material.
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[otrs] Generic agent not doing anything

[Camilla Krag Jensen]

Hi!

I still have the problem with all my incoming mail tickets being owned 
by the user with id = 1.


So, I tried to make a generic agent job that changes the owner. Now, my 
problem is that nothing happens?? The agent says  3 Tickets affected! 
You really want to use this job?, so I would expect that at least 3 
tickets should be affected. But none are..


Please help me out here: What can be the reason for the generic agent 
not doing anything? I run it by clicking run now, so it is not a time 
setting.


Regards,
Camilla

--
Camilla Krag Jensen
www.exerp.com

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[otrs] Generic Agent not running

[Jack Doyle]

I have three generic agent jobs set up.  Two are set to run every ten
minutes (basically, as often as the web interface will allow).  However,
it doesn't run every ten minutes.  Seems to run every twenty or so.  Any
thoughts?  Running from the run now link is fine.

-
Jack Doyle, Network+
Systems Operations Specialist
Lewis-Gale Clinic Information Systems 
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RE: [otrs] Generic Agent not running

[Brian McFarlane]

Check your cron job for the generic agent.
-Brian 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jack Doyle
Sent: Wednesday, February 23, 2005 8:46 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Generic Agent not running

I have three generic agent jobs set up.  Two are set to run every ten minutes 
(basically, as often as the web interface will allow).  However, it doesn't run 
every ten minutes.  Seems to run every twenty or so.  Any thoughts?  Running 
from the run now link is fine.

-
Jack Doyle, Network+
Systems Operations Specialist
Lewis-Gale Clinic Information Systems
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RE: [otrs] Generic Agent not running

[Jack Doyle]

They are there and both work.  The system set them up itself.  The GenericAgent 
runs at 00, 20, and 40 and the Generic Agent for the DB stuff every 10 minutes.

-
Jack Doyle, Network+
Systems Operations Specialist
Lewis-Gale Clinic Information Systems 

-Original Message-
From: Brian McFarlane [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, February 23, 2005 11:54 AM
To: User questions and discussions about OTRS.
Subject: RE: [otrs] Generic Agent not running


Check your cron job for the generic agent.
-Brian 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jack Doyle
Sent: Wednesday, February 23, 2005 8:46 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Generic Agent not running

I have three generic agent jobs set up.  Two are set to run every ten minutes 
(basically, as often as the web interface will allow).  However, it doesn't run 
every ten minutes.  Seems to run every twenty or so.  Any thoughts?  Running 
from the run now link is fine.

-
Jack Doyle, Network+
Systems Operations Specialist
Lewis-Gale Clinic Information Systems 
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RE: [otrs] Generic Agent not running

[Jack Doyle]

Yes, it is.

-
Jack Doyle, Network+
Systems Operations Specialist
Lewis-Gale Clinic Information Systems 

-Original Message-
From: Brian McFarlane [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, February 23, 2005 4:17 PM
To: User questions and discussions about OTRS.
Subject: RE: [otrs] Generic Agent not running


Double check that this process:
$HOME/bin/GenericAgent.pl -c db  /dev/null

Is the one that runs every 10 minutes.  The -c db tells it to run the Agents 
stored in the database.

-brian 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jack Doyle
Sent: Wednesday, February 23, 2005 10:51 AM
To: User questions and discussions about OTRS.
Subject: RE: [otrs] Generic Agent not running

They are there and both work.  The system set them up itself.  The GenericAgent 
runs at 00, 20, and 40 and the Generic Agent for the DB stuff every 10 minutes.

-
Jack Doyle, Network+
Systems Operations Specialist
Lewis-Gale Clinic Information Systems 

-Original Message-
From: Brian McFarlane [mailto:[EMAIL PROTECTED]
Sent: Wednesday, February 23, 2005 11:54 AM
To: User questions and discussions about OTRS.
Subject: RE: [otrs] Generic Agent not running


Check your cron job for the generic agent.
-Brian 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jack Doyle
Sent: Wednesday, February 23, 2005 8:46 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Generic Agent not running

I have three generic agent jobs set up.  Two are set to run every ten minutes 
(basically, as often as the web interface will allow).  However, it doesn't run 
every ten minutes.  Seems to run every twenty or so.  Any thoughts?  Running 
from the run now link is fine.

-
Jack Doyle, Network+
Systems Operations Specialist
Lewis-Gale Clinic Information Systems 
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RE: [otrs] Generic Agent Command

[Jack Doyle]

Robert... thanks for the reply.  No, the patch didn't work.  My Generic Agent 
was totally broken after the patch.  I posted the error to the list yesterday 
afternoon (eastern us time).  I did make a backup of GenericAgent.pm before the 
patch, so I just restored that.

What do you mean by Post the call to the script in GenericAgent and eventually 
the script 
itself?  I created my Generic Agent job, and put the full patch to my 
shellscript, but it gave me the error I mentioned.  I'm not sure what I did 
wrong.

-
Jack Doyle, Network+
Systems Operations Specialist
Lewis-Gale Clinic Information Systems 

-Original Message-
From: Robert Kehl [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, January 18, 2005 4:43 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Generic Agent Command


Jack Doyle schrieb:
 I'm trying to run a shell script from the generic agent.  However, 
 when I execute the Generic Agent it gives me an internal server error 
 and says bad header.  it gives the ticket number as the supposed 
 header. What I'm doing is using a custom priority (99 pager) to page 
 support personnel.  If an issue is changed to that priority, it will 
 execute the script and page the personnel.  The script works fine from 
 the command line.

Post the call to the script in GenericAgent and eventually the script 
itself.

Btw, did the patch to GA concerning the Ansered state succeed? If not, 
it is most likely your GA is broken now. Revert the patch by copying 
over Kernel/System/GenericAgent.pm from source.

Regards,

Robert Kehl
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[otrs] Generic Agent Command

[Jack Doyle]

I'm trying to run a shell script from the generic agent.  However, when
I execute the Generic Agent it gives me an internal server error and
says bad header.  it gives the ticket number as the supposed header.

What I'm doing is using a custom priority (99 pager) to page support
personnel.  If an issue is changed to that priority, it will execute the
script and page the personnel.  The script works fine from the command
line.

The generic agent will then add a note to the issue indicating that the
support tech has been paged and will then set the priority back to very
high.

all works except the command.  Any ideas?
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[otrs] Generic agent - database query?

[Rudi Kramer]

Good MorningI'm not sure if this is a silly 
question but here goe's anyway.

To utilize the generic agent web interface you need 
to add the following string to your cronjob:*/5 * * * * 
$HOME/bin/GenericAgent.pl -c db  /dev/null

Now this is suppsoed 
to run every 5 minutes but in the web interface you also have to setup the 
schedule, this can only be run every 10 minutes, so is the cronjon run every 5 
minutes but it only get's actioned every 10?Thanks 
Rudi
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Re: [otrs] Generic agent - database query?

[Tyler Hepworth]

On Mon, 29 Nov 2004 11:43:45 +0200, Rudi Kramer [EMAIL PROTECTED] wrote:
  
 Good Morning
 
 I'm not sure if this is a silly question but here goe's anyway. 
   
 To utilize the generic agent web interface you need to add the following
 string to your cronjob:
 
 */5 * * * * $HOME/bin/GenericAgent.pl -c db  /dev/null 
   
 Now this is suppsoed to run every 5 minutes but in the web interface you
 also have to setup the schedule, this can only be run every 10 minutes, so
 is the cronjon run every 5 minutes but it only get's actioned every 10?

Web interface based agents will be actioned only every 10 minutes. 
However, if you have jobs defined in GenericAgent.pm, these will be
actioned every 5.

Hth,

Tyler Hepworth
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[otrs] Generic Agent Database Cron not Executing

[Tyler Hepworth]

I upgraded to version 1.3.2 and setup a generic agent in the web
interface.  It executes just fine if I clikc Run Now in the web
interface, but the cron generic_agent-database does not seem to be
executing.  The items that should be acted upon by this cron just sit.
 All of my other crons appear to be working.

Thanks,

Tyler Hepworth
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Re: [otrs] generic agent - move and delete spam

[Robert Kehl]

On Wednesday, August 18, 2004 3:29 PM
Charles R. Thompson [EMAIL PROTECTED] wrote:
 I added a custom status a few months back and on the direction of
 another user set that status in the (I think) Config.pm. I am still
 getting:

 No stateafterpending found for 'awaiting customer'

 I get about 8 or so a day and I'm not sure things are working like
 they should. Any clues?

The state 'awaiting customer' is a 'pending auto' state. You therefore
need to configure a following action when pending time for this state is
reached. Do so with this option:

$Self-{StateAfterPending} = {
'pending auto close' = 'closed',
'pending auto close+' = 'closed successful',
'pending auto close-' = 'closed unsuccessful',
'awaiting customer' = 'open',
};

But I guess you only wanted to create a 'pending reminder' state. Best
where therefore to change the type of the state from 'pending auto' to
'pending reminder'. The difference to being a 'pending auto' state is,
the 'reminder' does not set a new state, but sends out a mail when at
pending time.

hth,

Robert Kehl

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[otrs] generic agent - move and delete spam

[Rudi Kramer]

Good Afternoon

I am trying to get the generic agent to check the SafeShop Customer Care que
for any emails with Undeliverable in the subject to firstly be moved to the
Safeshop - Undeliverable que and then closed.

Here is what I've got so far:

  # --
   # [Move] - move all tickets from SafeShop to SafeShop Undeliverable
   # --
   'move tickets from SafeShop Customer Care to Safeshop - Undeliverable' =
{
  # get all tickets with these properties
  Queue = 'SafeShop Customer Care',
  Subject = '% Undeliverable %',
  Locks = ['unlock'],
  # new ticket properties
  New = {
Queue = ' Safeshop - Undeliverable ',
  State = 'closed successful',
Owner = '[EMAIL PROTECTED]',
Note = {
  From = 'GenericAgent',
  Subject = 'Moved!',
  Body = 'Moved from SafeShop Customer Care to Safeshop -
Undeliverable - cleanup done.',
  ArticleType = 'note-internal', #
note-internal|note-external|note-report
},
  },
   },

Any ideas?Rick

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RE: [otrs] generic agent - move and delete spam

[Charles R. Thompson]

I added a custom status a few months back and on the direction of
another user set that status in the (I think) Config.pm. I am still
getting:

No stateafterpending found for 'awaiting customer'

I get about 8 or so a day and I'm not sure things are working like they
should. Any clues?

Charles 

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[otrs] Generic-Agent, max value for ticket age?

[Mats Sjöberg]

Hi,
we are planning to utilize Generic-Agent to change some properties of old tickets in a 
queue.
The documentation illustrates the procedures for this in an example in section 14.2, 
TicketCreateTimeOlderMinutes = 60 etc. 
The value of this parameter will of course quite large for very old tickets.

Questions:
What is the maximum allowed value for this parameter?
Is it possible to use other intervals than minutes, such as 
TicketCreateTimeOlderDays? 

Best regards
--
Mats Sjöberg 
mailto:[EMAIL PROTECTED]
http://www.rivermen.se

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Re: [otrs] Generic Agent feature question

[Martin Edenhofer]

Hi,

On Wed, Feb 19, 2003 at 03:59:33PM +0100, Stefan Schmidt wrote:
  Is the following procedure possible? (because of statistic
  reasons)
 
  Email is coming into otrs - pool x or y or z
  GenericAgent looks for: from, subject or header
  If from is [EMAIL PROTECTED] or subject contains *** spam *** then
  forward to queue SPAM
 
  I know this is normally done by procmail (like in our system) but
  procmail is the fronttool
  and the mail never gets into otrs (which is normaly ok).
  But we would like to count such mails for statistic reasons.
 
 Of course it can be done by procmail, you simply add an additional 
 header to the mail, and OTRS sorts it directly into the SPAM-Queue:
 .procmail
 ===
 # --
 # presort mails if spamassassin marks the incoming mail as spam
 # --
 :0 fhw :
 * ^X-Spam-Status: Yes
 | formail -I X-OTRS-Queue: Spam
 ===
 (this or smth. the like should be in /opt/otrs/.procmail anyway, but 
 commented out).
 The drwaback is, that yuou have to close them manually, which is 
 terrible ;-)

Or you use:

[...]
:0 fhw :
* ^X-Spam-Status: Yes
| formail -I X-OTRS-Queue: Spam | formail -I X-OTRS-State: closed successful
[...] 

to close also the ticket. 

 Stefan

  Martin

--
Martin Edenhofer - martin at edenhofer.de - http://martin.edenhofer.de/
--
Security is a process, not a product. - Bruce Schneier

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Re: [otrs] Generic Agent feature question

[Stefan Schmidt]

Hi,

On Wednesday 19 February 2003 15:13, Marc Scheuffler wrote:
 Is the following procedure possible? (because of statistic
 reasons)

 Email is coming into otrs - pool x or y or z
 GenericAgent looks for: from, subject or header
 If from is [EMAIL PROTECTED] or subject contains *** spam *** then
 forward to queue SPAM

 I know this is normally done by procmail (like in our system) but
 procmail is the fronttool
 and the mail never gets into otrs (which is normaly ok).
 But we would like to count such mails for statistic reasons.

Of course it can be done by procmail, you simply add an additional 
header to the mail, and OTRS sorts it directly into the SPAM-Queue:
.procmail
===
# --
# presort mails if spamassassin marks the incoming mail as spam
# --
:0 fhw :
* ^X-Spam-Status: Yes
| formail -I X-OTRS-Queue: Spam
===
(this or smth. the like should be in /opt/otrs/.procmail anyway, but 
commented out).
The drwaback is, that yuou have to close them manually, which is 
terrible ;-)

 Marc

Stefan
-- 
Stefan Schmidt   Email:   [EMAIL PROTECTED]

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