[otrs] Ticket Notifications

[Nick Lapp]

In version 4 of OTRS we were able to use wildcards in the CustomerID field 
under Ticket Filter for notifications.  All of our customer IDs are prefixed 
with a building code so we were able to use that to send out notifications to 
outside emails (non agents) based on specific building.  In version 5 those 
wildcards don't seem to work anymore.  It's now an explicit field.  Does anyone 
have any suggestions for making this feature work again?  Either code 
modification or another work around we haven't thought of would be very much 
appreciated.

Thank you!

Nick
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[otrs] Ticket Notifications

[Garabed Yegavian]

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

Currently I have the following settings:

Notification Group - "Technical Support"

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

Subject - 

Text - 






Thank you,

  Garabed Yegavian
[cid:image001.png@01CC9562.624A6C80]
  323.465.6772 x3414

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[otrs] Ticket notifications

[Mark Randelhoff]

Hi All

I hope someone can offer me some advice here.
I was expecting to get the following from a

Subject:: New ticket notification! ()

Hi ,

there is a new ticket in ""!

 wrote:




:///index.pl?Action=AgentTicketZoom&TicketID=

But all I seem to get is what is listed below.
I would really appreciate any help that can be offered here.
I would like the content of the email to be included in the notification.
I am using event notifications on a Ticket create event.
I am using OTRS 2.4.2.

I was actually trying to achieve this result with an auto response, but 
it seems that most of our clients have precedence or loop headers, which 
means they never get the mail.
I have been unable to figure a decent solution for this - hence the 
attempt to achieve this via event notifications.


Any help would be appreciated
Kind regards
Mark


 Original Message 
Subject:[Ticket#200911191071] New ticket notification! ()
Date:   Thu, 19 Nov 2009 08:36:02 +0200
From:   OTRS Notification Master 
Organization:   Cathexis
To: ma...@cat.co.za



Hi Admin,



there is a new ticket in "UK"!



- wrote:







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Re: [otrs] ticket notifications- expected or unexpected?

[Obee, Daniel]

Hi Jeffrey

For 1) see Ticket::NewMessageMode: in the admin interface.

Greets
daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Jeffrey Friedman
Gesendet: Montag, 26. Januar 2009 01:31
An: otrs@otrs.org
Betreff: [otrs] ticket notifications- expected or unexpected?

I'm new to OTRS and have to say that while I'm still a relative newbie, I'm 
really impressed and excited about implementing it in my company.  Anyway, I 
have a few questions about the way ticket notifications in the QueueView work 
and was hoping someone could lend a hand.


1) When I log in, it says "New Message".  If I view the message and go back 
to the QueueView, it still says "New message".  It seems like the only way to 
change its state to "seen" is by interacting with the ticket in some way (e.g. 
adding a note, changing the state, priority, etc). Is this expected?  If so, is 
there a setting SysConfig to enable changing the message to "seen"?

do>> See Ticket::NewMessageMode:


2) When I set a ticket state to pending for a later date, in the QueueView 
it shows up at "ticket #: update time is over".  I would have thought changing 
the status to "pending" would suppress these notifications, but it doesn't look 
like it.  Again, if this is expected, is there a configuration I could change 
to enable suppression?

Thanks in advance,
Jeffrey


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[otrs] ticket notifications- expected or unexpected?

[Jeffrey Friedman]

I'm new to OTRS and have to say that while I'm still a relative newbie,
I'm really impressed and excited about implementing it in my company.
Anyway, I have a few questions about the way ticket notifications in the
QueueView work and was hoping someone could lend a hand.

 

1) When I log in, it says "New Message".  If I view the message and
go back to the QueueView, it still says "New message".  It seems like
the only way to change its state to "seen" is by interacting with the
ticket in some way (e.g. adding a note, changing the state, priority,
etc). Is this expected?  If so, is there a setting SysConfig to enable
changing the message to "seen"?

2) When I set a ticket state to pending for a later date, in the
QueueView it shows up at "ticket #: update time is over".  I would have
thought changing the status to "pending" would suppress these
notifications, but it doesn't look like it.  Again, if this is expected,
is there a configuration I could change to enable suppression?

 

Thanks in advance,

Jeffrey


CONFIDENTIALITY NOTICE:  This e-mail and any attachments are for the exclusive 
and confidential 
 use of the intended recipient and contain confidential and proprietary 
information.  If you are not 
 the intended recipient, be aware that any reading, distribution, disclosure, 
copying, printing or taking action
  in reliance upon this e-mail is prohibited.  If you have received this in 
error, please notify us immediately
  by replying to this e-mail and promptly delete this e-mail and its 
attachments from your computer system.  
 We do not waive attorney-client or work product privilege by the transmission 
of this message.
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Re: [otrs] Ticket Notifications

[Matt M.]

Lee A. Connell wrote:


Hi All,



I am looking for a place to change the default FROM: address (otrs@) for the ticket notification emails.  I found a Framework.xml and a Defaults.pm file with this info in it and I changed it but it doesn't seem to have worked.  Is there a web address to manage this through the gui?  




What do I need to do to change the from: email address, display name and 
signature?
 

The Defaults.pm file isn't read by any script. You copy configuration 
settings out of there and put them in Config.pm. The three settings you 
need to change are:


   $Self->{'FQDN'}
   $Self->{NotificationSenderEmail}
   $Self->{NotificationSenderName}

I believe these can all be changed using the SysConfig gui also, but I 
like to manually edit my config files so I don't use the gui much.


S/
Matt M.

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Re: [otrs] Ticket Notifications

[Laurent GALAIS]

Hi,

'OTRS Notification Master' can be changed through the Sysconfig framework.
For FQDN, I had to make changes in $OTRS/Kernel/Config.pm ... search for 
'$Self->{'FQDN'}'
I always like to restart otrs and all dependant services (Mysql & Apache) 
to make 100% sure all changes apply.


HTH

Laurent

At 07:49 AM 11/28/2005, Lee A. Connell wrote:

Hi All,



I am looking for a place to change the default FROM: address (otrs@) 
for the ticket notification emails.  I found a Framework.xml and a 
Defaults.pm file with this info in it and I changed it but it doesn't seem 
to have worked.  Is there a web address to manage this through the gui?




What do I need to do to change the from: email address, display name and 
signature?




ß---

OTRS Notification Master [EMAIL PROTECTED]



Hi Lee,



a ticket [200511250156] is assigned to you by "Chrissy".



Comment:





http://ammo-server.ammocomp.com/otrs/index.pl?Action=AgentZoom&TicketID=6



Your OTRS Notification Master

--à





Thanks,otrotrs

Lee Connell
Field Service Technician


15 Main St. Suite 10
Littleton, NH 03561
603-444-3937


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No virus found in this outgoing message.
Checked by AVG Free Edition.
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Support oder Consulting für Ihr OTRS System?


Laurent GALAIS
Four J's Development Tools
866 314 7300 x305
www.fourjs.com 


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[otrs] Ticket Notifications

[Lee A. Connell]

Hi All,

 

I am looking for a place to change the default FROM: address (otrs@) for 
the ticket notification emails.  I found a Framework.xml and a Defaults.pm file 
with this info in it and I changed it but it doesn't seem to have worked.  Is 
there a web address to manage this through the gui?  

 

What do I need to do to change the from: email address, display name and 
signature?

 

ß---

OTRS Notification Master [EMAIL PROTECTED]

 

Hi Lee,

 

a ticket [200511250156] is assigned to you by "Chrissy".

 

Comment:

 

 

http://ammo-server.ammocomp.com/otrs/index.pl?Action=AgentZoom&TicketID=6

 

Your OTRS Notification Master

--à

 

 

Thanks,otrotrs

Lee Connell
Field Service Technician
 

15 Main St. Suite 10
Littleton, NH 03561
603-444-3937


-- 
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.1.362 / Virus Database: 267.13.8/184 - Release Date: 11/27/2005
 
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