Re: [otrs] Notification Event
Agent follow along could be watcher and he'd get updates as if he's an owner. Notification of any changes is a bit overkill. In theory, History Add, though that would possibly loop. ArticleCreate is likely sufficient unless you really want to inform of any label changes to the ticket, then you'd use TicketxUpdate for that. Can you imagine doing this in meat space? On Wed, May 13, 2015 at 2:19 PM, Justin Cole jsc...@echolabs.net wrote: Hello, It has been requested of me to set up notifications for both agents and customers in a particular group to notify of ANY changes to a ticket. The reason for this is that we have a user that just wants to follow along and be kept up to date via email. I am having a hard time picking out what “events” to use as a trigger. I can’t seem to find a reasonable definition for each of them so that I know what to include and what not to. Many of them are similar and in our version (3.3.8) there are even duplicates in the events list. There are two of ArticleAgentNotification and ArticleCustomerNotification each. Can someone please point me in the right direction as my google fu is failing me. Thanks in advance for any assistance! Justin Cole ECHO Labs LLC CONFIDENTIALITY NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification Event
Hello, It has been requested of me to set up notifications for both agents and customers in a particular group to notify of ANY changes to a ticket. The reason for this is that we have a user that just wants to follow along and be kept up to date via email. I am having a hard time picking out what “events” to use as a trigger. I can’t seem to find a reasonable definition for each of them so that I know what to include and what not to. Many of them are similar and in our version (3.3.8) there are even duplicates in the events list. There are two of ArticleAgentNotification and ArticleCustomerNotification each. Can someone please point me in the right direction as my google fu is failing me. Thanks in advance for any assistance! Justin Cole ECHO Labs LLC CONFIDENTIALITY NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification to customer on move event
15/11/2014 12:00 - Daniel Litzbach wrote: But AFAIK you can change this in the SysConfig if you would like to. Regards Mit freundlichen Grüßen Daniel Litzbach correct. It is AgentSelfNotifyOnAction. But I would not change that on productive as it could create a lot of unnecessary mails, based on the configuration for the notifications. --Mathias - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification to customer on move event
To do what you need use Notification event and chose Customer as destination for your especific event. That’s exactly what I did: 1. I have created a new event in Admin - Notifications (Event). 2. In Events I have selected TicketQueueUpdate. 3. In Ticket Filter I have selected the queue, that the ticket will be moved into. 4. In Recipient I have selected Customer. 5. Finally, in Notification I have just entered test in both subject and text. It just doesn’t work. Does it work for you? -- Lars - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification to customer on move event
2014-10-06 15:18 GMT+02:00 Gerald Young cryth...@gmail.com: I guess. But is the mere act of assigning the queue sufficiently repeatable that you don't want to explain this concept in a reply and just change queues separately? Yes, it happens a bit. We're not a high volume site, but gets around 50-70 support tickets each day. I think one or two of them are moved into the evaluation queues, and the people responsible for doing it requested the automatic customer notification. As far as I can see OTRS supports this. I just can't make it work. Any hints? Lars - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification to customer on move event
To do what you need use Notification event and chose Customer as destination for your especific event. Regards 2014-10-07 2:15 GMT-06:00 Lars Jørgensen ljo...@gmail.com: 2014-10-06 15:18 GMT+02:00 Gerald Young cryth...@gmail.com: I guess. But is the mere act of assigning the queue sufficiently repeatable that you don't want to explain this concept in a reply and just change queues separately? Yes, it happens a bit. We're not a high volume site, but gets around 50-70 support tickets each day. I think one or two of them are moved into the evaluation queues, and the people responsible for doing it requested the automatic customer notification. As far as I can see OTRS supports this. I just can't make it work. Any hints? Lars - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification to customer on move event
2014-09-29 18:21 GMT+02:00 Gerald Young cryth...@gmail.com: Why? If you did this by way of paper, would you send a snail mail envelope to the customer telling her you changed folders? No. But that's beside the point. We have some queues where tickets can end up taking a lot of time. These queues are for the evaluation and prioritizing of tickets regarding problems that can't be immediately solved but might require development resources (or might even be rejected). We want customers to know when their ticket has entered one of the queues, so they know that they can't expect a solution immediately. Is that possible? Lars - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification to customer on move event
I guess. But is the mere act of assigning the queue sufficiently repeatable that you don't want to explain this concept in a reply and just change queues separately? On Mon, Oct 6, 2014 at 6:41 AM, Lars Jørgensen ljo...@gmail.com wrote: 2014-09-29 18:21 GMT+02:00 Gerald Young cryth...@gmail.com: Why? If you did this by way of paper, would you send a snail mail envelope to the customer telling her you changed folders? No. But that's beside the point. We have some queues where tickets can end up taking a lot of time. These queues are for the evaluation and prioritizing of tickets regarding problems that can't be immediately solved but might require development resources (or might even be rejected). We want customers to know when their ticket has entered one of the queues, so they know that they can't expect a solution immediately. Is that possible? Lars - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification to customer on move event
Hi, This should be really simple, but I can't figure out what I'm doing wrong. I want to send a notification to the customer when her ticket is moved to a specific queue. 1. I have created a new event in Admin - Notifications (Event). 2. In Events I have selected TicketQueueUpdate. 3. In Ticket Filter I have selected the queue, that the ticket will be moved into. 4. In Recipient I have selected Customer. 5. Finally, in Notification I have just entered test in both subject and text. When I move the ticket into the queue selected in (3) above, nothing happens. Do I need to enable something? We're on OTRS 3.3.7 -- Lars - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification to customer on move event
Why? If you did this by way of paper, would you send a snail mail envelope to the customer telling her you changed folders? On Mon, Sep 29, 2014 at 9:59 AM, Lars Jørgensen ljo...@gmail.com wrote: Hi, This should be really simple, but I can't figure out what I'm doing wrong. I want to send a notification to the customer when her ticket is moved to a specific queue. 1. I have created a new event in Admin - Notifications (Event). 2. In Events I have selected TicketQueueUpdate. 3. In Ticket Filter I have selected the queue, that the ticket will be moved into. 4. In Recipient I have selected Customer. 5. Finally, in Notification I have just entered test in both subject and text. When I move the ticket into the queue selected in (3) above, nothing happens. Do I need to enable something? We're on OTRS 3.3.7 -- Lars - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] notification send formatted
Is there a way to set debug mode to check this. I set debug 9, in config.pm but not showing logs. On 29-04-2013 PM 01:54, Steven Carr wrote: So you'll need to work through the code like I did and find out where they get chopped. (hint: start with the PostMasterMailbox script) On 29 April 2013 09:03, Darshak Modi darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com wrote: Thanks a lot sir, This worked for HTML mails. But not for mails sentas text only. On 28-04-2013 PM 02:25, Steven Carr wrote: So if you look at the actual OTRS code, the optimising starts there... https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L157 and also https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L528 If you don't want it to do that then modify the code, though make sure you know what you've modified when it comes to upgrade time, and document it for the poor person that has to pick up the pieces when you've moved on. On 28 April 2013 07:16, Darshak Modi darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com wrote: See the outputof notification sent to agent, the original mail sent was text only. See the spaces between lines removed. **Snap of Email*** test test test test test * 1 FETCH (FLAGS (\Seen \Recent) *** On 27-04-2013 PM 07:16, Steven Carr wrote: How do you know the conversion is removing spaces/lines? Have you looked at the text version of the email to compare? If there is no text version of the email then how were multiple lines/spaces encoded in the HTML version of the email? OTRS converts all incoming emails to plain text and stores a copy of this in the database, IIRC this is what is used for full text searching. Auto-reply notification emails to customers will have text converted as the agent emails do. Replies sent to the customer from the agent GUI will be sent as entered (e.g. if you have richtext enabled then will be sent as HTML, otherwise as plain text). On 27 April 2013 14:27, Darshak Modi darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com wrote: Thanks a lot. and yes you are right its not intended. However, my understanding is, if there is good functionality , it can convert to text, but I see no logic to reformat/removing spaces. This may also help if we send notification to customer where the body remains unchanged. Is it possible by modifying some file or so? On 27-04-2013 PM 06:01, Gerald Young wrote: No. It's not intended to do this, either. The point is that the agent will get an idea of the ticket, go to the website, and hIandle it. On Sat, Apr 27, 2013 at 12:37 AM, Darshak Modi darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com wrote: In notifications sent by OTRS to agents, I include complete email body, But OTRS by default formats it , removes all spaces between lines .
Re: [otrs] notification send formatted
Sorry I put at the end, and did not work, now put after DB configuration getting logs. But still not in too details. Is there any other than level 9 ? On 01-05-2013 PM 02:31, Darshak Modi wrote: Is there a way to set debug mode to check this. I set debug 9, in config.pm but not showing logs. On 29-04-2013 PM 01:54, Steven Carr wrote: So you'll need to work through the code like I did and find out where they get chopped. (hint: start with the PostMasterMailbox script) On 29 April 2013 09:03, Darshak Modi darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com wrote: Thanks a lot sir, This worked for HTML mails. But not for mails sentas text only. On 28-04-2013 PM 02:25, Steven Carr wrote: So if you look at the actual OTRS code, the optimising starts there... https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L157 and also https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L528 If you don't want it to do that then modify the code, though make sure you know what you've modified when it comes to upgrade time, and document it for the poor person that has to pick up the pieces when you've moved on. On 28 April 2013 07:16, Darshak Modi darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com wrote: See the outputof notification sent to agent, the original mail sent was text only. See the spaces between lines removed. **Snap of Email*** test test test test test * 1 FETCH (FLAGS (\Seen \Recent) *** On 27-04-2013 PM 07:16, Steven Carr wrote: How do you know the conversion is removing spaces/lines? Have you looked at the text version of the email to compare? If there is no text version of the email then how were multiple lines/spaces encoded in the HTML version of the email? OTRS converts all incoming emails to plain text and stores a copy of this in the database, IIRC this is what is used for full text searching. Auto-reply notification emails to customers will have text converted as the agent emails do. Replies sent to the customer from the agent GUI will be sent as entered (e.g. if you have richtext enabled then will be sent as HTML, otherwise as plain text). On 27 April 2013 14:27, Darshak Modi darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com wrote: Thanks a lot. and yes you are right its not intended. However, my understanding is, if there is good functionality , it can convert to text, but I see no logic to reformat/removing spaces. This may also help if we send notification to customer where the body remains unchanged. Is it possible by modifying some file or so? On 27-04-2013 PM 06:01, Gerald Young wrote: No. It's not intended to do this, either. The point is that the agent will get an idea of the ticket, go to the website, and hIandle it. On Sat, Apr 27, 2013 at 12:37 AM, Darshak Modi darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com wrote: In notifications sent by OTRS to agents, I include complete email
Re: [otrs] notification send formatted
Thanks a lot sir, This worked for HTML mails. But not for mails sentas text only. On 28-04-2013 PM 02:25, Steven Carr wrote: So if you look at the actual OTRS code, the optimising starts there... https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L157 and also https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L528 If you don't want it to do that then modify the code, though make sure you know what you've modified when it comes to upgrade time, and document it for the poor person that has to pick up the pieces when you've moved on. On 28 April 2013 07:16, Darshak Modi darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com wrote: See the outputof notification sent to agent, the original mail sent was text only. See the spaces between lines removed. **Snap of Email*** test test test test test * 1 FETCH (FLAGS (\Seen \Recent) *** On 27-04-2013 PM 07:16, Steven Carr wrote: How do you know the conversion is removing spaces/lines? Have you looked at the text version of the email to compare? If there is no text version of the email then how were multiple lines/spaces encoded in the HTML version of the email? OTRS converts all incoming emails to plain text and stores a copy of this in the database, IIRC this is what is used for full text searching. Auto-reply notification emails to customers will have text converted as the agent emails do. Replies sent to the customer from the agent GUI will be sent as entered (e.g. if you have richtext enabled then will be sent as HTML, otherwise as plain text). On 27 April 2013 14:27, Darshak Modi darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com wrote: Thanks a lot. and yes you are right its not intended. However, my understanding is, if there is good functionality , it can convert to text, but I see no logic to reformat/removing spaces. This may also help if we send notification to customer where the body remains unchanged. Is it possible by modifying some file or so? On 27-04-2013 PM 06:01, Gerald Young wrote: No. It's not intended to do this, either. The point is that the agent will get an idea of the ticket, go to the website, and hIandle it. On Sat, Apr 27, 2013 at 12:37 AM, Darshak Modi darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com wrote: In notifications sent by OTRS to agents, I include complete email body, But OTRS by default formats it , removes all spaces between lines . Is there a way to stop this? OTRS will convert to text, but it should not reformat it. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] notification send formatted
So you'll need to work through the code like I did and find out where they get chopped. (hint: start with the PostMasterMailbox script) On 29 April 2013 09:03, Darshak Modi darshak.m...@elitecore.com wrote: Thanks a lot sir, This worked for HTML mails. But not for mails sentas text only. On 28-04-2013 PM 02:25, Steven Carr wrote: So if you look at the actual OTRS code, the optimising starts there... https://github.com/OTRS/otrs/**blob/rel-3_2/Kernel/System/** HTMLUtils.pm#L157https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L157 and also https://github.com/OTRS/otrs/**blob/rel-3_2/Kernel/System/** HTMLUtils.pm#L528https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L528 If you don't want it to do that then modify the code, though make sure you know what you've modified when it comes to upgrade time, and document it for the poor person that has to pick up the pieces when you've moved on. On 28 April 2013 07:16, Darshak Modi darshak.m...@elitecore.com mailto: darshak.modi@**elitecore.com darshak.m...@elitecore.com wrote: See the outputof notification sent to agent, the original mail sent was text only. See the spaces between lines removed. **Snap of Email*** test test test test test * 1 FETCH (FLAGS (\Seen \Recent) * On 27-04-2013 PM 07:16, Steven Carr wrote: How do you know the conversion is removing spaces/lines? Have you looked at the text version of the email to compare? If there is no text version of the email then how were multiple lines/spaces encoded in the HTML version of the email? OTRS converts all incoming emails to plain text and stores a copy of this in the database, IIRC this is what is used for full text searching. Auto-reply notification emails to customers will have text converted as the agent emails do. Replies sent to the customer from the agent GUI will be sent as entered (e.g. if you have richtext enabled then will be sent as HTML, otherwise as plain text). On 27 April 2013 14:27, Darshak Modi darshak.m...@elitecore.com mailto:darshak.modi@**elitecore.com darshak.m...@elitecore.com mailto:darshak.modi@**elitecore.com darshak.m...@elitecore.com mailto:darshak.modi@**elitecore.com darshak.m...@elitecore.com wrote: Thanks a lot. and yes you are right its not intended. However, my understanding is, if there is good functionality , it can convert to text, but I see no logic to reformat/removing spaces. This may also help if we send notification to customer where the body remains unchanged. Is it possible by modifying some file or so? On 27-04-2013 PM 06:01, Gerald Young wrote: No. It's not intended to do this, either. The point is that the agent will get an idea of the ticket, go to the website, and hIandle it. On Sat, Apr 27, 2013 at 12:37 AM, Darshak Modi darshak.m...@elitecore.com mailto:darshak.modi@**elitecore.com darshak.m...@elitecore.com mailto:darshak.modi@**elitecore.comdarshak.m...@elitecore.com mailto:darshak.modi@**elitecore.com darshak.m...@elitecore.com mailto:darshak.modi@**elitecore.comdarshak.m...@elitecore.com mailto:darshak.modi@**elitecore.com darshak.m...@elitecore.com mailto:darshak.modi@**elitecore.comdarshak.m...@elitecore.com mailto:darshak.modi@**elitecore.com darshak.m...@elitecore.com wrote: In notifications sent by OTRS to agents, I include complete email body, But OTRS by default formats it , removes all spaces between lines . Is there a way to stop this? OTRS will convert to text, but it should not reformat it. --** --**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs --** --**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe:
Re: [otrs] notification send formatted
See the outputof notification sent to agent, the original mail sent was text only. See the spaces between lines removed. **Snap of Email*** test test test test test * 1 FETCH (FLAGS (\Seen \Recent) *** On 27-04-2013 PM 07:16, Steven Carr wrote: How do you know the conversion is removing spaces/lines? Have you looked at the text version of the email to compare? If there is no text version of the email then how were multiple lines/spaces encoded in the HTML version of the email? OTRS converts all incoming emails to plain text and stores a copy of this in the database, IIRC this is what is used for full text searching. Auto-reply notification emails to customers will have text converted as the agent emails do. Replies sent to the customer from the agent GUI will be sent as entered (e.g. if you have richtext enabled then will be sent as HTML, otherwise as plain text). On 27 April 2013 14:27, Darshak Modi darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com wrote: Thanks a lot. and yes you are right its not intended. However, my understanding is, if there is good functionality , it can convert to text, but I see no logic to reformat/removing spaces. This may also help if we send notification to customer where the body remains unchanged. Is it possible by modifying some file or so? On 27-04-2013 PM 06:01, Gerald Young wrote: No. It's not intended to do this, either. The point is that the agent will get an idea of the ticket, go to the website, and hIandle it. On Sat, Apr 27, 2013 at 12:37 AM, Darshak Modi darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com wrote: In notifications sent by OTRS to agents, I include complete email body, But OTRS by default formats it , removes all spaces between lines . Is there a way to stop this? OTRS will convert to text, but it should not reformat it. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] notification send formatted
So if you look at the actual OTRS code, the optimising starts there... https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L157 and also https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L528 If you don't want it to do that then modify the code, though make sure you know what you've modified when it comes to upgrade time, and document it for the poor person that has to pick up the pieces when you've moved on. On 28 April 2013 07:16, Darshak Modi darshak.m...@elitecore.com wrote: See the outputof notification sent to agent, the original mail sent was text only. See the spaces between lines removed. **Snap of Email*** test test test test test * 1 FETCH (FLAGS (\Seen \Recent) * On 27-04-2013 PM 07:16, Steven Carr wrote: How do you know the conversion is removing spaces/lines? Have you looked at the text version of the email to compare? If there is no text version of the email then how were multiple lines/spaces encoded in the HTML version of the email? OTRS converts all incoming emails to plain text and stores a copy of this in the database, IIRC this is what is used for full text searching. Auto-reply notification emails to customers will have text converted as the agent emails do. Replies sent to the customer from the agent GUI will be sent as entered (e.g. if you have richtext enabled then will be sent as HTML, otherwise as plain text). On 27 April 2013 14:27, Darshak Modi darshak.m...@elitecore.com mailto: darshak.modi@**elitecore.com darshak.m...@elitecore.com wrote: Thanks a lot. and yes you are right its not intended. However, my understanding is, if there is good functionality , it can convert to text, but I see no logic to reformat/removing spaces. This may also help if we send notification to customer where the body remains unchanged. Is it possible by modifying some file or so? On 27-04-2013 PM 06:01, Gerald Young wrote: No. It's not intended to do this, either. The point is that the agent will get an idea of the ticket, go to the website, and hIandle it. On Sat, Apr 27, 2013 at 12:37 AM, Darshak Modi darshak.m...@elitecore.com mailto:darshak.modi@**elitecore.com darshak.m...@elitecore.com mailto:darshak.modi@**elitecore.com darshak.m...@elitecore.com mailto:darshak.modi@**elitecore.com darshak.m...@elitecore.com wrote: In notifications sent by OTRS to agents, I include complete email body, But OTRS by default formats it , removes all spaces between lines . Is there a way to stop this? OTRS will convert to text, but it should not reformat it. --** --**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs --**--** - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs --**--** - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs --**--**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs --**--**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] notification send formatted
No. It's not intended to do this, either. The point is that the agent will get an idea of the ticket, go to the website, and handle it. On Sat, Apr 27, 2013 at 12:37 AM, Darshak Modi darshak.m...@elitecore.comwrote: In notifications sent by OTRS to agents, I include complete email body, But OTRS by default formats it , removes all spaces between lines . Is there a way to stop this? OTRS will convert to text, but it should not reformat it. --**--**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] notification send formatted
Thanks a lot. and yes you are right its not intended. However, my understanding is, if there is good functionality , it can convert to text, but I see no logic to reformat/removing spaces. This may also help if we send notification to customer where the body remains unchanged. Is it possible by modifying some file or so? On 27-04-2013 PM 06:01, Gerald Young wrote: No. It's not intended to do this, either. The point is that the agent will get an idea of the ticket, go to the website, and hIandle it. On Sat, Apr 27, 2013 at 12:37 AM, Darshak Modi darshak.m...@elitecore.com mailto:darshak.m...@elitecore.com wrote: In notifications sent by OTRS to agents, I include complete email body, But OTRS by default formats it , removes all spaces between lines . Is there a way to stop this? OTRS will convert to text, but it should not reformat it. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] notification send formatted
How do you know the conversion is removing spaces/lines? Have you looked at the text version of the email to compare? If there is no text version of the email then how were multiple lines/spaces encoded in the HTML version of the email? OTRS converts all incoming emails to plain text and stores a copy of this in the database, IIRC this is what is used for full text searching. Auto-reply notification emails to customers will have text converted as the agent emails do. Replies sent to the customer from the agent GUI will be sent as entered (e.g. if you have richtext enabled then will be sent as HTML, otherwise as plain text). On 27 April 2013 14:27, Darshak Modi darshak.m...@elitecore.com wrote: Thanks a lot. and yes you are right its not intended. However, my understanding is, if there is good functionality , it can convert to text, but I see no logic to reformat/removing spaces. This may also help if we send notification to customer where the body remains unchanged. Is it possible by modifying some file or so? On 27-04-2013 PM 06:01, Gerald Young wrote: No. It's not intended to do this, either. The point is that the agent will get an idea of the ticket, go to the website, and hIandle it. On Sat, Apr 27, 2013 at 12:37 AM, Darshak Modi darshak.m...@elitecore.com mailto:darshak.modi@**elitecore.comdarshak.m...@elitecore.com wrote: In notifications sent by OTRS to agents, I include complete email body, But OTRS by default formats it , removes all spaces between lines . Is there a way to stop this? OTRS will convert to text, but it should not reformat it. --**--** - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs --**--**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs --**--**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] notification send formatted
In notifications sent by OTRS to agents, I include complete email body, But OTRS by default formats it , removes all spaces between lines . Is there a way to stop this? OTRS will convert to text, but it should not reformat it. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification (Event) Management - Not working
Hello guys, I've been struggling with this for some days, I've read many questions about this but not many answers and I really don't know what to do anymore. I'm trying to set a notification using the Notification (event) in the administration. I got to the point I selected everything to fire a notification with any ticket or change update/insert, but I have no success so far! The System log says nothing! I've checked every single configuration involving notifications, but I could try anything you say that might help! The system is working fine, all other emails are been sent normally! Did someone have this problem and found a way to make it work properly?? Any suggestions? I very appreciate your help! Thank you Igor Igor Diamantino | Software Engineer IMC Communications Pty Ltd L10 53 Walker Street North Sydney NSW 2060 T: 02 9006 8200 M: F: 02 9006 8222 E: idiamant...@imc.net.au W: www.imc.net.au - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification Tags
Hello, I want to send notifications to agents at ArticleCreate with article content, example : 1- A mail is received : all agents are notified with the mail content. 2- A response is sent by an agent : all agents are notified with the response content. 3- A response by mail from the customer is received : all agents are notified with the mail content. 4- A response is sent by an agent : all agents are notified with the response content. The tag OTRS_CUSTOMER_EMAIL[] with attachements permits this but the agents' answers are in attachements and this is not very clear for our agents because the first thing that appears in the notification is the previous customer message. Is there some tag or a way to help me set up this workflow. I hope this isn't a common newbie question, but I can't find the answer in the docs... Thanks for your answers ! -- Zaki CHELLAH - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification about agent activity for watched tickets
Hi, I've noted that with ticket watch, the watcher of a ticket reveives* the same notifications that the owner of the ticket receives*. This means that the watcher will not receive notifications for the actions made by the owner. I'm specially interested in the owner sending an email to the client. Is there a way to send a notification to ticket watchers when the owner sends an email to the customer? I'm using OTRS version 3.0.11 Thanks! German - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification automation
Hi, I'd like to have a notification sent to the agent(s) when freetime1 is less than today. I looked at the generic agent, but it doesn't allow rules based on freetext/freetime fields. Is there a workaround I haven't though of? Is it different with dynamic fields in 3.1? Thanks, Ugo - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification issues
Its whatever script I'm told to run post upgrade...that's the only script I run. Andrew Meyer Precision Practice Management T:314.787.0681 D: 314.881.5265 C: 314.565.0868 F: 314.881.5365 Email: ame...@precisionpractice.com From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils Leideck Sent: Friday, December 09, 2011 5:28 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Notification issues What's that? Do you have the filename? On 09.12.2011, at 16:11, Andrew Meyer wrote: Yes I ran the refresh script post upgrade. Cheers, Nils -- http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification issues
Yes I ran the refresh script post upgrade. Andrew Meyer Precision Practice Management T:314.787.0681 D: 314.881.5265 C: 314.565.0868 F: 314.881.5365 Email: ame...@precisionpractice.com From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils Leideck Sent: Wednesday, December 07, 2011 7:12 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Notification issues Hi Andrew, can you see a history record in the ticket history (not article) about that an email has been send to your agents? Did you run any kind of database update scripts during the patch level update? On 07.12.2011, at 15:13, Andrew Meyer wrote: I seem to be having Notification issues on 3.0.11 after upgrading from 3.0.10. My users no longer get Notifications of new emails/voicemails that come into the helpdesk. I have checked my notification settings and get notified when I email a test message in, but my agents don't' get notified it's in the Helpdesk Queue. Cheers, Nils -- http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification issues
What’s that? Do you have the filename? On 09.12.2011, at 16:11, Andrew Meyer wrote: Yes I ran the refresh script post upgrade. Cheers, Nils -- http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification issues
Hi Andrew, can you see a history record in the ticket history (not article) about that an email has been send to your agents? Did you run any kind of database update scripts during the patch level update? On 07.12.2011, at 15:13, Andrew Meyer wrote: I seem to be having Notification issues on 3.0.11 after upgrading from 3.0.10. My users no longer get Notifications of new emails/voicemails that come into the helpdesk. I have checked my notification settings and get notified when I email a test message in, but my agents don’t’ get notified it’s in the Helpdesk Queue. Cheers, Nils -- http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification issues
I seem to be having Notification issues on 3.0.11 after upgrading from 3.0.10. My users no longer get Notifications of new emails/voicemails that come into the helpdesk. I have checked my notification settings and get notified when I email a test message in, but my agents don't' get notified it's in the Helpdesk Queue. Thoughts? Andrew Meyer Unix Systems Administrator Precision Practice Management The business behind the practice. [Description: http://www.precisionpractice.com/EmailSignature/images/logoTeamLeader.jpg] D: 314.881.5265 C: 314.565.0868 F: 314.881.5365 689 Craig Road, Creve Coeur, MO 63141 Main Phone: 314.787.0681 www.PrecisionPractice.comhttp://www.PrecisionPractice.com Email: ame...@precisionpractice.com CONFIDENTIALITY NOTICE: This e-mail, including attachments, may include protected health information (PHI), confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed or the individuals designated to view such information per federal HIPAA regulations. If the reader of this e-mail is not the intended recipient or his or her authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this e-mail is prohibited. If you have received this e-mail in error, please notify the sender by replying to this message and delete this e-mail immediately. inline: image001.jpginline: image002.pnginline: image003.png- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification mails sent with incorrect sender address
Sendmail NotificationEnvelopeFrom in Core::Sendmail? On Fri, Nov 4, 2011 at 1:39 PM, Ralf Hildebrandt ralf.hildebra...@charite.de wrote: * Gerald Young cryth...@gmail.com: Admin, Queue, specific queue, system address... That's set to another address Will be the sender address of this queue for email answers which works like a charm. It's the automatic notifications, not the answers that have the wrong address. We have defined (within Framework - Core): NotificationSenderName = OTRS Benachrichtigung NotificationSenderEmail = otrs@OTRS_CONFIG_FQDN Yet notification mails are sent like this: Date: Thu, 3 Nov 2011 10:18:09 +0100 From: OTRS Benachrichtigung webmas...@charite.de To: ralf.hildebra...@charite.de Subject: [GB-IT#20031112] New ticket notification! (Test der Benachric [...]) X-Mailer: OTRS Mail Service (3.0.11) Is this a known bug? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification mails sent with incorrect sender address
* Gerald Young cryth...@gmail.com: Sendmail NotificationEnvelopeFrom in Core::Sendmail? Not defined... -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification mails sent with incorrect sender address
Check your Queue's System Address. On Thu, Nov 3, 2011 at 5:26 AM, Ralf Hildebrandt ralf.hildebra...@charite.de wrote: We have defined (within Framework - Core): NotificationSenderName = OTRS Benachrichtigung NotificationSenderEmail = otrs@OTRS_CONFIG_FQDN Yet notification mails are sent like this: Date: Thu, 3 Nov 2011 10:18:09 +0100 From: OTRS Benachrichtigung webmas...@charite.de To: ralf.hildebra...@charite.de Subject: [GB-IT#20031112] New ticket notification! (Test der Benachric [...]) X-Mailer: OTRS Mail Service (3.0.11) Is this a known bug? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification mails sent with incorrect sender address
* Gerald Young cryth...@gmail.com: Check your Queue's System Address. Which setting is that? It happens for all queues... We have defined (within Framework - Core): NotificationSenderName = OTRS Benachrichtigung NotificationSenderEmail = otrs@OTRS_CONFIG_FQDN Yet notification mails are sent like this: Date: Thu, 3 Nov 2011 10:18:09 +0100 From: OTRS Benachrichtigung webmas...@charite.de To: ralf.hildebra...@charite.de Subject: [GB-IT#20031112] New ticket notification! (Test der Benachric [...]) X-Mailer: OTRS Mail Service (3.0.11) Is this a known bug? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification mails sent with incorrect sender address
Admin, Queue, specific queue, system address... On Fri, Nov 4, 2011 at 1:04 PM, Ralf Hildebrandt ralf.hildebra...@charite.de wrote: * Gerald Young cryth...@gmail.com: Check your Queue's System Address. Which setting is that? It happens for all queues... We have defined (within Framework - Core): NotificationSenderName = OTRS Benachrichtigung NotificationSenderEmail = otrs@OTRS_CONFIG_FQDN Yet notification mails are sent like this: Date: Thu, 3 Nov 2011 10:18:09 +0100 From: OTRS Benachrichtigung webmas...@charite.de To: ralf.hildebra...@charite.de Subject: [GB-IT#20031112] New ticket notification! (Test der Benachric [...]) X-Mailer: OTRS Mail Service (3.0.11) Is this a known bug? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification mails sent with incorrect sender address
* Gerald Young cryth...@gmail.com: Admin, Queue, specific queue, system address... That's set to another address Will be the sender address of this queue for email answers which works like a charm. It's the automatic notifications, not the answers that have the wrong address. We have defined (within Framework - Core): NotificationSenderName = OTRS Benachrichtigung NotificationSenderEmail = otrs@OTRS_CONFIG_FQDN Yet notification mails are sent like this: Date: Thu, 3 Nov 2011 10:18:09 +0100 From: OTRS Benachrichtigung webmas...@charite.de To: ralf.hildebra...@charite.de Subject: [GB-IT#20031112] New ticket notification! (Test der Benachric [...]) X-Mailer: OTRS Mail Service (3.0.11) Is this a known bug? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification mails sent with incorrect sender address
We have defined (within Framework - Core): NotificationSenderName = OTRS Benachrichtigung NotificationSenderEmail = otrs@OTRS_CONFIG_FQDN Yet notification mails are sent like this: Date: Thu, 3 Nov 2011 10:18:09 +0100 From: OTRS Benachrichtigung webmas...@charite.de To: ralf.hildebra...@charite.de Subject: [GB-IT#20031112] New ticket notification! (Test der Benachric [...]) X-Mailer: OTRS Mail Service (3.0.11) Is this a known bug? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification on change update
Hi We're using ITSMChangeManagement 2.1.1 and we'd like to tweak some notifications. We're particularly interested on sending notifications during the following actions: Update ChangeManager Update ChangeStatus (or ChangeState) Update Start Time and End Time of a Change Update ChangeBuilder But all of this notifications seems to use the same es::Agent::Change::ChangeUpdate body. Is there any way of sending different bodies for each of those notifications? Or is it possible to associate some other bodies like the following ones but being triggered under a different event such as the ones I listed before? es::Agent::Change::ChangeDelete es::Agent::Change::ChangeLinkAdd es::Agent::Change::ChangeLinkDelete Carlos Gallego - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification time slot
Hi Is there a way to send notifications, or event based notifications only within a specific time slot? I'd like to send a ticket created notification to an agent, but only outside of the specified TimeWorkingHours. Yours sincerely p.p. Stephan Lang System Administrator [Interzum]http://www.bockonline.de Bock 1 GmbH Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht N?rnberg, HRA 11 240 pers. haft. Gesch?ftsf?hrer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht N?rnberg, HRB 93 10 Gesch?ftsf?hrer: Harald Meyer, Klaus Stepper Diese E-Mail enth?lt m?glicherweise vertrauliche und/oder rechtlich gesch?tzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrt?mlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification time slot
Dear Stephan, I am afraid not, the event is triggered on execution. On 11.03.2011, at 09:42, Stephan Lang wrote: Is there a way to send notifications, or event based notifications only within a specific time slot? I’d like to send a ticket created notification to an agent, but only outside of the specified TimeWorkingHours. — Nils Leideck http://webint.cryptonode.de / a Fractal project - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification of escalation
Hi, i need a little guidance, i want to be send me a message when escale any ticket, i'm using notification(event), select the field where my name appears and TicketAcountTime, TicketFreeTimeUpdate; add matter and text message, but do not send the notification. Any comment or aid will be very grateful. Julio Cesar Angulo Quiroz Telf.: 997066155 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] notification using GenericAgent
Thank you try and comment Julio Cesar Angulo Quiroz De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de Gerald Young Enviado el: Martes, 14 de Septiembre de 2010 08:53 a.m. Para: User questions and discussions about OTRS. Asunto: Re: [otrs] notification using GenericAgent You might add a Notification (Event) on the note being created. On Wed, Sep 8, 2010 at 2:30 PM, DM_Julio Angulo dm_jang...@equifax.com.pe wrote: hi, I want send a notice to be met before an escalation using to GenericAgent, question: what the command go in the textarea? or is for some other reason not send theemail. Thanks for your answer Julio - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification is not sending to Agent when ticket reaches its pending time
Hi, I have a problem that, the Notification is not sending to Agent when ticket reaches its pending time. I have made Escalation time of all the queues to '0', is that the reason or I need to do something else? Do i need to update Notification Management ? How to use 'bg::Agent::Pending Reminder' as on selecting it and on clicking 'Change' , in 'Type' field only 'bg::' is coming. What to do? pending time is not escalation time. Yor configuration regarding escalations has absolutely no relation to a pending time due to a pending state. However, you should check if the crontab of your OTRS-user contains a call for OTRS_HOME/bin/PendingJobs.pl. This script is responsible for sending the pending-reminders. regards, Torsten Thau -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de signature.asc Description: OpenPGP digital signature - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] notification
Hi, Am 07.09.2010 22:48, schrieb DM_Julio Angulo: Hi, can someone explain how OTRS send me a mail when a ticket escalates the escalation messages are send by a generic agent, defined by config file. So first your OTRS-users crontab should contain a call for OTRS_HOME/bin/GenericAgent.pl /dev/null. Second, OTRS_HOME/Kernel/Config/GenericAgent.pm must not contain the disabled call of the escalation generic agent. Then your escalation messages should be sent... regards, Torsten Thau -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de signature.asc Description: OpenPGP digital signature - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification is not sending to Agent when ticket reaches its pending time
Hello All, I have a problem that, the Notification is not sending to Agent when ticket reaches its pending time. I have made Escalation time of all the queues to '0', is that the reason or I need to do something else? Do i need to update Notification Management ? How to use 'bg::Agent::Pending Reminder' as on selecting it and on clicking 'Change' , in 'Type' field only 'bg::' is coming. What to do? Thanks in advance... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshw...@tcs.com Website: http://www.tcs.com Experience certainty. IT Services Business Solutions Outsourcing =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] notification using GenericAgent
hi, I want send a notice to be met before an escalation using to GenericAgent, question: what the command go in the textarea? or is for some other reason not send theemail. Thanks for your answer Julio image003.jpg- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] notification
Hi, can someone explain how OTRS send me a mail when a ticket escalates Julio Cesar Angulo Quiroz Telf.: 997066155 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification Event create e-mail with attachment
Hi I have set up a notification event to notify customers whenever an agent/owner adds an external note to a ticket. However, when the mail is delivered (at least to my MS Outlook 2007 client), the mail has the text as expected, but also an attachment with the HTML code of the message. The attached HTML code seems to be well formed. I would like to know how I can prevent the attachment and just have the text. Create Notification even with following criteria: Name: “Notify of External Note” Recipient: “Customer” Event: “ArticleCreate” State: “open” Article Type: “note-external” Subject : “An agent added a note to your ticket OTRS_AGENT_SUBJECT[20] Text: “OTRS_OWNER_UserFirstname OTRS_OWNER_UserLastname wrote: \n\nOTRS_AGENT_BODY[10]” Thank Louis DISCLAIMER This message is intended solely for the individual(s) and entity(s) to which it is addressed. It is confidential and may contain legally privileged information. Any unauthorized review, use, copying, storage, disclosure or distribution of this e-mail and any attachments is strictly prohibited. If you are not the named recipient or have otherwise received this communication in error, please destroy this message from your system and kindly notify the sender by e-mail. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Notification on internal Note
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hello, I configured Postmasterfilter to change any mail with origin @mydomain to type note-internal and sendertype agent. This works fine. No I want to have notifications send on such messages to anyone on the queue. How could this be accomplished? Thank you Max - -- Max Bidlingmaier IT-Administration e.sigma Technology AG Ehrenbergstraße 11 98693 Ilmenau / Germany Tel.: +49 (0) 3677 668 230 Fax.: +49 (0) 3677 668 2333 e.sigma Technology AG, Ehrenbergstr. 11, 98693 Ilmenau Vorstand / General Manager: Detlef Mämpel Vors. d. AR / Supervisory Board Chairman: Joseph Müllner Registergericht / Trade Registry : Amtsgericht Jena HRB 500 638 Geschäftssitz / Business Location: Ilmenau Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. -BEGIN PGP SIGNATURE- Version: GnuPG v2.0.14 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJMBeJNAAoJEArKo5koqhKwHo4IAJbJIq4A7uDPB5nhAQlD3i0K zh3MRRGLdU5f7E1b/6RhLG9GpqUEQ/SVtveizxnXuaMgvNiqC/8jdIdVcHd/11LW aEO8Fq1O2uRr9DBgggW0HqRk4x4fsiWFNK9dpaLNVF0joNg2UiX1txJAT8kQcX0H LocfO1HOz3vYJWz0BcTFKz8+qcE0+9h6N7WSeANdfyhXJDK4Mr0oaLfOwPEVuZFq c6JHCqpipN49A25MMtls64dp2mLrMsBp7OGyxQZzpDmoQpgVpr683kaPvLNbtxiY sCrzifxXTEJ7JyXAamQqHzTiqN3DYv634RGBsvnU4v0VDO4+gWaRTirUR9aoA7Y= =SpM1 -END PGP SIGNATURE- - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Notification Event - Body comes in as attachment.
Hi, I have created a new notification so that whenever an agent create a new article type note-external, customer will receive a notification in an email with the details. It works ok except that anything that I put in the notification body comes in as an attachment. Only the article notes will be in the email body. Did I miss something or is this by design? How to go about so that everything will be in the email body without any attachment. Thank you. Best regards, Azren - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Help needed in OTRS Notification
Hello, Winter. You can achive that by setting up 4 queues and setting the correct queue addresses for each of them. The email in From: is determined by the queue the ticket is in. How do you associate customers to domains? Do you have a particular field in the customer database? You can use GenericAgent to move tickets to the correct queue based on this information in the customer database and close the tickets there. Regards, Anton. 24.03.2010 21:41, Silver springs ?: Hello, I have a question in OTRS Notification Event. Basically I have setup a Notification Event to send an email response to the customer when ever a ticket is completed and closed by the system. My company has about 4 domains which are setup with OTRS. Essentially, when any customer's ticket in these 4 domains is closed, it should send a notification to the customer and specify that particular domain to which the customer is associated with. So, my question here is how do I embed domain name in the notification event text so that the customer receives a response to contact that particular domain to which he is associated with. Can anybody of you help me here . Your help is greatly appreciated. Thanks Winter - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Help needed in OTRS Notification
Hello, I have a question in OTRS Notification Event. Basically I have setup a Notification Event to send an email response to the customer when ever a ticket is completed and closed by the system. My company has about 4 domains which are setup with OTRS. Essentially, when any customer's ticket in these 4 domains is closed, it should send a notification to the customer and specify that particular domain to which the customer is associated with. So, my question here is how do I embed domain name in the notification event text so that the customer receives a response to contact that particular domain to which he is associated with. Can anybody of you help me here . Your help is greatly appreciated. Thanks Winter - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notification for Agents/operators
What is the link on the website to post a question to user groups please Thank you -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Alessandro d'Ambrosio Sent: 04 March 2010 15:59 To: 'User questions and discussions about OTRS.' Subject: [otrs] Notification for Agents/operators Hi, in my Otrs i would like to send notifications by e-mail when a ticket change status to my agents/operators. Now only Customer Users can receive these messages. How can I perform this for agents? Thank you, Ale CONFIDENTIALITY NOTICE: This email and any files transmitted with it are confidential and intended solely for the addressee. Moreover, this message may contain privileged information, the unauthorised disclosure or transmission of which may be unlawful. If you are not the intended recipient or an agent of the addressee charged with the handling or delivery of this message, please notify the sender immediately and delete all copies of the message from your computer systems. Please note: any views expressed in this email are those of the individual sender and may not necessarily reflect the views or accord with the stated policies of An Bord Pleanála. FÓGRA RÚIN: Tá an ríomhphost seo agus aon chomhaid atá nasctha leis faoi rún agus dírithe amháin don seolaí. Lena chois sin, is féidir go bhfuil eolas faoi phribhléid cuimsithe san ríomhphost seo, arbh fhéidir go mba briseadh dlí a nochtadh nó a sheoladh gan údarás. Murar tusa an té ceapaithe chun an ríomhphost a fháil nó ionadaí an tseolaí dírithe chun an teachtairecht a láimhseáil nó a ghlacadh, ní foláir led thoil fios a chur ar an seoltóir ar an bpointe agus cóipeanna an teachtaireachta ar fad a ghlanadh de bhur gcórais ríomhaireachta. Tabhair faoi deara led thoil: aon tuairimí nochtaithe san ríomhphost seo is iad tuairimí an tseoltóra féin agus níl sé intuigthe gurb iad tuairimí An Bhord Phleanála nó go gcloíonn siad le polasaithe ráite an Bhoird. Scanned by McAfee VirusScan # Scanned by MailMarshal - Marshal8e6's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com # - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Notification for Agents/operators
Hi, in my Otrs i would like to send notifications by e-mail when a ticket change status to my agents/operators. Now only Customer Users can receive these messages. How can I perform this for agents? Thank you, Ale - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notification for Agents/operators
notification (event) On Thu, Mar 4, 2010 at 4:59 PM, Alessandro d'Ambrosio alessandro.dambro...@unimi.it wrote: Hi, in my Otrs i would like to send notifications by e-mail when a ticket change status to my agents/operators. Now only Customer Users can receive these messages. How can I perform this for agents? Thank you, Ale - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Notification mail, customer interface
Hi all, I have 2 questions 1.) Is there a way how to set up a mail for each queue for example on which all the notifications - regarding the ticket updates - are sent to ? 2.) Is there a way how to display the ticket view in customer interface by the latest update time ? ie to see the most recent updated ticket on top etc... ? Thanks a lot. jb - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Notification Tags OTRS_*
Hello, When building Notifications using OTRS_* tags, results for the same tag differs depending on the event generating the Notification, or else they just return empty. This has made it difficult to figure out which tag to use. For example, the following tags all come up blank in a NewTicket Notification: OTRS_CUSTOMER_DATA_UserFirstname OTRS_CUSTOMER_DATA_UserLastname OTRS_CUSTOMER_DATA_UserLogin OTRS_CUSTOMER_DATA_UserCustomerID OTRS_CUSTOMER_DATA_UserEmail while OTRS_CUSTOMER_REALNAME evaluates to the realname of the Post Master address, e.g.: OTRS Help Desk. The very same CUSTOMER_DATA_* tags return perfect data when the notification type is AddNote (the customer's first name, last name, etc. appear as expected). One would think that tags with names such as CUSTOMER_DATA_* that we would be referring to the Customer's information in the database, and the same tags should work consistently regardless of the type of event generating the Notification. Besides the following links, has anyone found more accurate or complete documentation on how to use this high level API with OTRS-2.4.x? http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=70 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=186 Many thanks in advance. Steve - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] notification event not firing on ticket state change to close
Hey, Gang, hope all are well. I have searched the mailing list found a few recipes for creating an event notification which will email the client when a ticket is closed. I have built this in the system saved it. And tested it but it fails to fire off. No email is sent. I then saw that there was a small bug fixed between v.2.4.4 and v.2.4.5 which might have come in to play for this, so I just upgraded to v.2.4.5 successfully. By the way, that upgrade might have been my easiest yet, nothing broke, everything looks right, no errors, how nice to actually have an RPN upgrade like it ought to! :) I am wondering what I am missing on my event? Or if someone else is seeing this too? Or has been down this path before where the event notifier looks correct but isnt getting fired. (I am guessing I missed something, but for the life of me I cant see it) Thanks very much. Peace. Jason Sjöbeck - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notification, Notification(Event), Vs Autoreponse
Hi All, The issue of notifications has now been fully solved by patching up to 2.4.5! Everything's running perfectly now. Thanks! Michael - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Notification, Notification(Event), Vs Autoreponse
Hi All, I have been using Autoresponsequeue to automatically respond to customers when new tickets are created. My question is, how can I automatically notify customers when their tickets are closed/updated? I have gone through Notification and Notification(Event) - Which of these can be used as an automatically triggered response to an event and how? (I'm using otrs2.4.4) Michael - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notification, Notification(Event), Vs Autoreponse
Hi Michael, I have created two event notifications, one of which informs a user when their case is closed, and the other when a note has been added to their ticket (Note-External) To configure a notification for a closed ticket, configure a Notification(Event) as so: (if not specified, leave as blank) Recipient : Customer Event : TicketStateUpdate State : Closed successful / Closed unsucsessful Enter you desired subject and text. For mine its: OTRS_CUSTOMER_REALNAME, Your ticket has been closed. If the issue has not be resolved to your satisfaction, please feel free to re-open it. Our support team has closed the ticket with the following comment(s) OTRS_AGENT_BODY Regards, IT To configure a notification when a note has been added to the ticket: Recipient : Customer Event: ArticleCreate Article Type : note-external And fill the text accordingly, for me its: OTRS_CUSTOMER_REALNAME, A note has been added to your ticket : Ticket Title : OTRS_TICKET_Title Ticket Number : OTRS_TICKET_TicketNumber OTRS_AGENT_BODY[999] Regards, IT I hope this is of some help to you. David On Fri, Oct 16, 2009 at 9:01 AM, Michael Mayaka mikemay...@yahoo.co.ukwrote: Hi All, I have been using Autoresponsequeue to automatically respond to customers when new tickets are created. My question is, how can I automatically notify customers when their tickets are closed/updated? I have gone through Notification and Notification(Event) - Which of these can be used as an automatically triggered response to an event and how? (I'm using otrs2.4.4) Michael - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notification, Notification(Event), Vs Autoreponse
first of all you have to patch Ticket.pm ( http://bugs.otrs.org/show_bug.cgi?id=4257) otherwise you'll go crazy trying to understand why notification doesn't works On Fri, Oct 16, 2009 at 10:01 AM, Michael Mayaka mikemay...@yahoo.co.ukwrote: Hi All, I have been using Autoresponsequeue to automatically respond to customers when new tickets are created. My question is, how can I automatically notify customers when their tickets are closed/updated? I have gone through Notification and Notification(Event) - Which of these can be used as an automatically triggered response to an event and how? (I'm using otrs2.4.4) Michael - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notification, Notification(Event), Vs Autoreponse
Really? I've not patched and all my notifications are working ok... - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notification, Notification(Event), Vs Autoreponse
Hi David, thanks for your step-by-step solution BUT the notifications aren't being sent out (The Auto-response works perfectly fine) I have done the following: 1. Updated Ticket.pm from v 1.412 to v 1.416 2. Selected the following on Admin=Notification (Event): Recipient : Customer Event : TicketStateUpdate State : Closed successful / Closed unsucsessful Subject: Ticket Closed! [OTRS_TICKET_TicketNumber](OTRS_CUSTOMER_SUBJECT[18]) Text: Hi OTRS_UserFirstname, Your ticket has been resolved by the support team as follows: OTRS_AGENT_BODY OTRS_CURRENT_UserFirstname OTRS_CURRENT_UserLastname (IT Helpdesk) Any idea on what I could be doing wrong? Michael - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notification, Notification(Event), Vs Autoreponse
I think that you have to deselect states because it consider otherwise the presents state of the ticket not the future state On Fri, Oct 16, 2009 at 12:04 PM, Michael Mayaka mikemay...@yahoo.co.ukwrote: Hi David, thanks for your step-by-step solution BUT the notifications aren't being sent out (The Auto-response works perfectly fine) I have done the following: 1. Updated Ticket.pm from v 1.412 to v 1.416 2. Selected the following on Admin=Notification (Event): Recipient : Customer Event : TicketStateUpdate State : Closed successful / Closed unsucsessful Subject: Ticket Closed! [OTRS_TICKET_TicketNumber](OTRS_CUSTOMER_SUBJECT[18]) Text: Hi OTRS_UserFirstname, Your ticket has been resolved by the support team as follows: OTRS_AGENT_BODY OTRS_CURRENT_UserFirstname OTRS_CURRENT_UserLastname (IT Helpdesk) Any idea on what I could be doing wrong? Michael - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notification, Notification(Event), Vs Autoreponse
Hi Michael, Are the event notifications marked as valid? Try and create a test ticket, close it, and then view your syslog and post the results. Regards, David On Fri, Oct 16, 2009 at 11:04 AM, Michael Mayaka mikemay...@yahoo.co.ukwrote: Hi David, thanks for your step-by-step solution BUT the notifications aren't being sent out (The Auto-response works perfectly fine) I have done the following: 1. Updated Ticket.pm from v 1.412 to v 1.416 2. Selected the following on Admin=Notification (Event): Recipient : Customer Event : TicketStateUpdate State : Closed successful / Closed unsucsessful Subject: Ticket Closed! [OTRS_TICKET_TicketNumber](OTRS_CUSTOMER_SUBJECT[18]) Text: Hi OTRS_UserFirstname, Your ticket has been resolved by the support team as follows: OTRS_AGENT_BODY OTRS_CURRENT_UserFirstname OTRS_CURRENT_UserLastname (IT Helpdesk) Any idea on what I could be doing wrong? Michael - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notification, Notification(Event), Vs Autoreponse
Hi David, Yes, the notification event is marked as valid; from Marco's advice, I've also tested with the state deselected but no notification is sent on ticket close. This is what is posted on the syslog when I create and close a ticket: = Oct 16 13:53:03 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::PostMaster::NewTicket::Run] Take UserLogin (imisdewcis) from customer source backend based on (imisdew...@ital.co.ke). Oct 16 13:53:03 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::PostMaster::NewTicket::Run] Take UserCustomerID (imisdew...@ital.co.ke) from customer source backend based on (imisdew...@ital.co.ke). Oct 16 13:53:03 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [11013137/End-User Notifi] created (TicketID=718,Queue=IT Helpdesk,Priority=3 normal,State=new) Oct 16 13:53:03 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'imisdew...@ital.co.ke' from 'IT Helpdesk helpd...@ital.co.ke'. HistoryType = SendAutoReply, Subject = [Ticket#11013137] End-User Notification Te [...]; Oct 16 13:53:03 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [11013137] (TicketID=718, ArticleID=6574) to 'imisdew...@ital.co.ke'. Oct 16 13:53:04 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'ki...@ital.co.ke'. Oct 16 13:53:04 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'muso...@ital.co.ke'. Oct 16 13:53:04 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'sma...@ital.co.ke'. Oct 16 13:53:04 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'banch...@ital.co.ke'. Oct 16 13:53:04 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'nz...@ital.co.ke'. Oct 16 13:53:05 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'ngu...@ital.co.ke'. Oct 16 13:53:05 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1 email(s) from ithelpdesk/198.168.12.7. Michael - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Notification for closed ticket
Notification for closed ticket
Hello,
I'm using OTRS 2.4.4 on CenotOS 5.3 x86_64.
Could you help me to set the system so that notifications can
automatically send to a customer when ticket has been closed? My
customer can receive an email when they create a new ticket.
I already do the following action:
Go into Admin --- [Notification {Event}] and then create a rule like
this:
Name: Ticket State Changed
Recipient: Customer
Event: TicketStateUpdate
Priority: select all.
State: select both of the closed states
Queue: select all queues
Input Subject and Text for the email at the bottom
I check my system log file and just found the sent email history for
create new ticket.
Thank you very much for your help!
Best Regards,
Zhang QZ
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Re: [otrs] Notification for closed ticket
Hi Quanzhong,
On 14.10.2009, at 10:12, Quanzhong Zhang wrote:
I already do the following action:
Go into Admin --- [Notification {Event}] and then create a rule like
this:
Name: Ticket State Changed
Recipient: Customer
Event: TicketStateUpdate
Priority: select all.
State: select both of the closed states
Queue: select all queues
Input Subject and Text for the email at the bottom
I check my system log file and just found the sent email history for
create new ticket.
http://bugs.otrs.org/show_bug.cgi?id=4257
-Martin
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[otrs] Notification(event)
Hi! Ive been setting up OTRS on a Windows XP machine, and now Im with it on a Debian for real use. I cant find the menu Notification(event) when Im root. Im having issues too because I didnt used installer.pl and now I cant modify SecureMode, although I do it on Config.pm What went wrong? Should I clean everything and start from the beginning using installer.pl? Thanks - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Notification (Event) not working...
Dear All, I had upgraded from 2.3.3 to 2.4.4, and the close ticket mail to customer stopped work. I'd try to configure the Notification (Event) on success close and on unsuccessful close, but without success. The rest of the mail events are ok (New Ticket p.ex.). Do you know if there are some bug, or if I need some aditional configuration ? Thanks in Advance Regards Pedro _ Windows Live Hotmail: Your friends can get your Facebook updates, right from Hotmail®. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/social-network-basics.aspx?ocid=PID23461::T:WLMTAGL:ON:WL:en-xm:SI_SB_4:092009- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notification (Event) not working...
Pedro, It seems to be a know bug (#4257). You have to download http://source.otrs.org/viewvc.cgi/otrs/Kernel/System/Ticket.pm?revision=1.416view=markup and chage the one presents in .../Kernel/System Let me know. MV On Fri, Oct 9, 2009 at 8:23 PM, P Roq p_...@hotmail.com wrote: Dear All, I had upgraded from 2.3.3 to 2.4.4, and the close ticket mail to customer stopped work. I'd try to configure the Notification (Event) on success close and on unsuccessful close, but without success. The rest of the mail events are ok (New Ticket p.ex.). Do you know if there are some bug, or if I need some aditional configuration ? Thanks in Advance Regards Pedro -- Windows Live Hotmail: Your friends can get your Facebook updates, right from Hotmail®.http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/social-network-basics.aspx?ocid=PID23461::T:WLMTAGL:ON:WL:en-xm:SI_SB_4:092009 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] [Notification] vs [Notification (Event)]
Hi, I'm trying to figure out what is the difference between this two types of notifications? I have been able to set up a notification under the [Notification (Event)] but how can I make the predefined notifications under the [Notification] section work? or how/when are they triggered? I'm using OTRS 2.4.4 Thanks! Gustavo - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] [Notification] vs [Notification (Event)]
[Notification] is triggered by hand, for administrative communication purposes. It is possible that you are looking for [Auto Responses] and [Auto Responses - Queue] ? On Mon, Sep 21, 2009 at 6:36 PM, Gustavo Montes gustavo.mon...@gmail.comwrote: Hi, I'm trying to figure out what is the difference between this two types of notifications? I have been able to set up a notification under the [Notification (Event)] but how can I make the predefined notifications under the [Notification] section work? or how/when are they triggered? I'm using OTRS 2.4.4 Thanks! Gustavo - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] [Notification] vs [Notification (Event)]
Thanks for you reply Marco. Now by looking at the section it does not seem tto be manually triggered. If you open up the following notification en::Agent::NewTicket it is making reference to the token OTRS_CUSTOMER_SUBJECT so it looks more like an event that is triggered automatically. But I'm not sure how ae they triggered yet. If these were to be triggered manually, how would the admin send the notification using these? Thanks, Gustavo On Mon, Sep 21, 2009 at 2:11 PM, Marco Vannini marco.vann...@gmail.comwrote: [Notification] is triggered by hand, for administrative communication purposes. It is possible that you are looking for [Auto Responses] and [Auto Responses - Queue] ? On Mon, Sep 21, 2009 at 6:36 PM, Gustavo Montes gustavo.mon...@gmail.comwrote: Hi, I'm trying to figure out what is the difference between this two types of notifications? I have been able to set up a notification under the [Notification (Event)] but how can I make the predefined notifications under the [Notification] section work? or how/when are they triggered? I'm using OTRS 2.4.4 Thanks! Gustavo - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] [Notification] vs [Notification (Event)]
Yes, exscuse me, I've confused something. I was thinking to Admin Notification ... sorry again On Mon, Sep 21, 2009 at 10:09 PM, Gustavo Montes gustavo.mon...@gmail.comwrote: Thanks for you reply Marco. Now by looking at the section it does not seem tto be manually triggered. If you open up the following notification en::Agent::NewTicket it is making reference to the token OTRS_CUSTOMER_SUBJECT so it looks more like an event that is triggered automatically. But I'm not sure how ae they triggered yet. If these were to be triggered manually, how would the admin send the notification using these? Thanks, Gustavo On Mon, Sep 21, 2009 at 2:11 PM, Marco Vannini marco.vann...@gmail.comwrote: [Notification] is triggered by hand, for administrative communication purposes. It is possible that you are looking for [Auto Responses] and [Auto Responses - Queue] ? On Mon, Sep 21, 2009 at 6:36 PM, Gustavo Montes gustavo.mon...@gmail.com wrote: Hi, I'm trying to figure out what is the difference between this two types of notifications? I have been able to set up a notification under the [Notification (Event)] but how can I make the predefined notifications under the [Notification] section work? or how/when are they triggered? I'm using OTRS 2.4.4 Thanks! Gustavo - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] [Notification] vs [Notification (Event)]
Notification should be that are the messages that otrs send for the defined activity. I mean. Auto answer are used for email and notification for web usage. (I'm trying to remedy...;) ) On Mon, Sep 21, 2009 at 10:44 PM, Marco Vannini marco.vann...@gmail.comwrote: Yes, exscuse me, I've confused something. I was thinking to Admin Notification ... sorry again On Mon, Sep 21, 2009 at 10:09 PM, Gustavo Montes gustavo.mon...@gmail.com wrote: Thanks for you reply Marco. Now by looking at the section it does not seem tto be manually triggered. If you open up the following notification en::Agent::NewTicket it is making reference to the token OTRS_CUSTOMER_SUBJECT so it looks more like an event that is triggered automatically. But I'm not sure how ae they triggered yet. If these were to be triggered manually, how would the admin send the notification using these? Thanks, Gustavo On Mon, Sep 21, 2009 at 2:11 PM, Marco Vannini marco.vann...@gmail.comwrote: [Notification] is triggered by hand, for administrative communication purposes. It is possible that you are looking for [Auto Responses] and [Auto Responses - Queue] ? On Mon, Sep 21, 2009 at 6:36 PM, Gustavo Montes gustavo.mon...@gmail.com wrote: Hi, I'm trying to figure out what is the difference between this two types of notifications? I have been able to set up a notification under the [Notification (Event)] but how can I make the predefined notifications under the [Notification] section work? or how/when are they triggered? I'm using OTRS 2.4.4 Thanks! Gustavo - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] OTRS Notification messages language
Hi, i'm using OTRS 2.2.7 on Debian 5 and i'm having dificulties in selecting the right language for the notifications. The language i'm using is PT (portugal) but OTRS sends all notifications in English. For my web interface i have to select Portuguese in my preferences because although my browser has PT selected as the prefered language it always defaulted to PT_BR (Brasilian Portuguese). I went to the notifications options and for pt:: translated the notifications. Remembering about my problem with the web interface (defaulting to PT_BR) translated the notifications int the pt_BR:: language without results. Finally i had to translate the English) en::notifications. I would like to keep the English notifications and have OTRS select the right language for the user or agent. I can send all translations i have or will make, or corrections, to update OTRS just don't know where to send. Any hints on how to configure or solve this ? Thanks - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS notification sending problem
Hi, may i have some help plz, i can't send email via OTRS and i don't know why, i'm using windows XP. help me i have to fix that problem this week best regards From: bl...@smgi.ca To: otrs@otrs.org Date: Fri, 21 Aug 2009 06:28:48 -0700 Subject: [otrs] OTRS notification sending problem I have a problem with OTRS Notifications in a 2.4.2 installation (on a JumpBox server). This was upgraded from 2.3.1 this week. When OTRS sends out responses to tickets, it works fine. When OTRS sends out a notification (ie. Ticket Moved or New Ticket) I observe the log (below) in the /var/log/mail.log file on the OTRS server. Note this text: from=. This is the problem - there is no FROM address, so the message is denied by my mail server's Backscatter Protection. How can I fix this? (note: ip addresses, server names and email addresses in log changed to protect the innocent) Aug 20 13:19:24 otrs postfix/pickup[25189]: 21602CC72: uid=33 from=Aug 20 13:19:24 otrs postfix/cleanup[25252]: 21602CC72: message-id=1250799564.303021.450042...@myotrs.example.comAug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: from=, size=3118, nrcpt=1 (queue active)Aug 20 13:19:24 otrs postfix/smtp[25254]: 21602CC72: to=au...@example.com, relay=mail.example.com[209.209.209.209]:25, delay=0.14, delays=0.06/0/0.07/0.01, dsn=5.0.0, status=bounced (host mail.example.com[209.209.209.209] said: 550 Backscatter Protection detected an invalid or expired email address (in reply to RCPT TO command))Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: removed ==Brian Lang - IT DepartmentSovereign Management Group Inc. proudly servingPacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and grillbl...@smgi.ca | Office: 604.538.1566 x2905==Please consider the environment before printing this e-mail _ Sur Windows Live Ideas, découvrez en exclusivité de nouveaux services en ligne... si nouveaux qu'ils ne sont pas encore sortis officiellement sur le marché ! http://ideas.live.com- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS notification sending problem
Thank you very much. This was exactly what I needed. == Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill bl...@smgi.ca | Office: 604.538.1566 x2905 == Please consider the environment before printing this e-mail On 2009-08-23, at 3:22 AM, Martin Edenhofer wrote: Hi Brian, you can fix this by changing SysConfig setting, Admin Interface - SysConfig - Group Framework - SubGroup - Core::Sendmail - SendmailNotificationEnvelopeFrom [...] If set, this address is used as envelope from header in outgoing notifications. If no address is specified, the envelope from header is empty. [...] Just enter your wanted sender envelope from. -Martin On 21.08.2009, at 15:28, Brian Lang wrote: I have a problem with OTRS Notifications in a 2.4.2 installation (on a JumpBox server). This was upgraded from 2.3.1 this week. When OTRS sends out responses to tickets, it works fine. When OTRS sends out a notification (ie. Ticket Moved or New Ticket) I observe the log (below) in the /var/log/mail.log file on the OTRS server. Note this text: from=. This is the problem - there is no FROM address, so the message is denied by my mail server's Backscatter Protection. How can I fix this? (note: ip addresses, server names and email addresses in log changed to protect the innocent) Aug 20 13:19:24 otrs postfix/pickup[25189]: 21602CC72: uid=33 from= Aug 20 13:19:24 otrs postfix/cleanup[25252]: 21602CC72: message-id=1250799564.303021.450042...@myotrs.example.com Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: from=, size=3118, nrcpt=1 (queue active) Aug 20 13:19:24 otrs postfix/smtp[25254]: 21602CC72: to=au...@example.com , relay=mail.example.com[209.209.209.209]:25, delay=0.14, delays=0.06/0/0.07/0.01, dsn=5.0.0, status=bounced (host mail.example.com[209.209.209.209] said: 550 Backscatter Protection detected an invalid or expired email address (in reply to RCPT TO command)) Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: removed == Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill bl...@smgi.ca | Office: 604.538.1566 x2905 == Please consider the environment before printing this e-mail - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS notification sending problem
Hi Brian, you can fix this by changing SysConfig setting, Admin Interface - SysConfig - Group Framework - SubGroup - Core::Sendmail - SendmailNotificationEnvelopeFrom [...] If set, this address is used as envelope from header in outgoing notifications. If no address is specified, the envelope from header is empty. [...] Just enter your wanted sender envelope from. -Martin On 21.08.2009, at 15:28, Brian Lang wrote: I have a problem with OTRS Notifications in a 2.4.2 installation (on a JumpBox server). This was upgraded from 2.3.1 this week. When OTRS sends out responses to tickets, it works fine. When OTRS sends out a notification (ie. Ticket Moved or New Ticket) I observe the log (below) in the /var/log/mail.log file on the OTRS server. Note this text: from=. This is the problem - there is no FROM address, so the message is denied by my mail server's Backscatter Protection. How can I fix this? (note: ip addresses, server names and email addresses in log changed to protect the innocent) Aug 20 13:19:24 otrs postfix/pickup[25189]: 21602CC72: uid=33 from= Aug 20 13:19:24 otrs postfix/cleanup[25252]: 21602CC72: message-id=1250799564.303021.450042...@myotrs.example.com Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: from=, size=3118, nrcpt=1 (queue active) Aug 20 13:19:24 otrs postfix/smtp[25254]: 21602CC72: to=au...@example.com , relay=mail.example.com[209.209.209.209]:25, delay=0.14, delays=0.06/0/0.07/0.01, dsn=5.0.0, status=bounced (host mail.example.com[209.209.209.209] said: 550 Backscatter Protection detected an invalid or expired email address (in reply to RCPT TO command)) Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: removed == Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill bl...@smgi.ca | Office: 604.538.1566 x2905 == Please consider the environment before printing this e-mail - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] OTRS notification sending problem
I have a problem with OTRS Notifications in a 2.4.2 installation (on a JumpBox server). This was upgraded from 2.3.1 this week. When OTRS sends out responses to tickets, it works fine. When OTRS sends out a notification (ie. Ticket Moved or New Ticket) I observe the log (below) in the /var/log/mail.log file on the OTRS server. Note this text: from=. This is the problem - there is no FROM address, so the message is denied by my mail server's Backscatter Protection. How can I fix this? (note: ip addresses, server names and email addresses in log changed to protect the innocent) Aug 20 13:19:24 otrs postfix/pickup[25189]: 21602CC72: uid=33 from= Aug 20 13:19:24 otrs postfix/cleanup[25252]: 21602CC72: message-id=1250799564.303021.450042...@myotrs.example.com Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: from=, size=3118, nrcpt=1 (queue active) Aug 20 13:19:24 otrs postfix/smtp[25254]: 21602CC72: to=au...@example.com , relay=mail.example.com[209.209.209.209]:25, delay=0.14, delays=0.06/0/0.07/0.01 , dsn=5.0.0, status=bounced (host mail.example.com[209.209.209.209] said: 550 Backscatter Protection detected an invalid or expired email address (in reply to RCPT TO command)) Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: removed == Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill bl...@smgi.ca | Office: 604.538.1566 x2905 == Please consider the environment before printing this e-mail - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Notification Emails not being sent to externalemail addresses
I can send normal emails and updates to tickets fine to external, it's just the notifications like you have a follow up etc, they don't go to the admin user's external email account of googlemail or yahoo which would be very handy so he knows when emails are coming in where ever he is rather than either having to log into otrs each time or somehow access the internal exchange server email account. Cheers, Jon. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of rajaa Jlil Sent: 12 August 2009 10:27 To: otrs@otrs.org Subject: Re: [otrs] Notification Emails not being sent to externalemail addresses hello JON i have the same problem i can't send emails or even notifications to external adresses so if you find the solution please send me an email, and so on for me ;) best regards Cordialement -JLIL Rajaa- ESG-Casablanca Date: Wed, 12 Aug 2009 10:20:56 +0100 From: j...@moneyplusgroup.co.uk To: otrs@otrs.org Subject: [otrs] Notification Emails not being sent to external email addresses Hi, My setup of OTRS will not send any notification type emails to external addresses. Currently, I have a admin (Jon), and have setup his email to be j...@internaldomain.co.uk. Then when messages are sent back and forth and external users/customers to update new tickets, Jon will received notification emails perfectly well, such as you have a follow up or a ticket has been updated, this is great. However, as Jon now wants to be able to get notifications sent to his external googlemail account, I tried changing over his email from j...@internaldomain.co.uk , to his external email, j...@googlemail.com Now none of the notification emails ever reach his googlemail account, neither do they go into the spam folder. It is the same if he uses any other external email account like j...@yahoomail.co.uk. What I don't understand is why, if you update a ticket, all external emails addresses are emailed fine. Also if you email jon from the admin email screen, he receives the email. Currently our setup is to use SMTP to an exchange server which is located on our network. It's almost like when notifications are sent out, they are using sendmail rather than SMTP?? Could this be the case? How can normal emails and ticket updates work, while email notifcations work fine internally, but not to external emails!!! Its weird and baffling me, I've tried everything! Please can someone help me with this before I rip my hair out. Best regards, Jon. The information in this e-mail (which includes any files transmitted with it) is confidential and may also be legally privileged. It is intended for the addressee only. Access to this e-mail by anyone else is unauthorised. It is not to be relied upon by any person other than the addressee except with our prior written approval. If no such approval is given, we will not accept any liability (in negligence or otherwise) arising from any third party acting, or refraining from acting, on such information. Unauthorised recipients are required to maintain confidentiality. If you have received this e-mail in error please notify us immediately, destroy any copies and delete it from your computer system. Any use, dissemination, forwarding, printing or copying of this e-mail is prohibited. Copyright in this e-mail and any document created by us will be and remain vested in us and will not be transferred to you. We assert the right to be identified as the author of and to object to any misuses of the contents of this e-mail or such documents. Moneyplus Group is part of the MoneyPlus Group Limited (registered no. 05528673) Registered office: Lawson House, 22-26 Stockport Road, Altrincham, Cheshire WA15 8EX Registered in England and Wales. Avec Windows Live, vous organisez, retouchez et partagez vos photos. http://www.microsoft.com/northafrica/windows/windowslive/products/photo -gallery-edit.aspx The information in this e-mail (which includes any files transmitted with it) is confidential and may also be legally privileged. It is intended for the addressee only. Access to this e-mail by anyone else is unauthorised. It is not to be relied upon by any person other than the addressee except with our prior written approval. If no such approval is given, we will not accept any liability (in negligence or otherwise) arising from any third party acting, or refraining from acting, on such information. Unauthorised recipients are required to maintain confidentiality. If you have received this e-mail in error please notify us immediately, destroy any copies and delete it from your computer system. Any use, dissemination, forwarding, printing or copying of this e-mail is prohibited. Copyright in this e-mail and any document created by us will be and remain vested in us
Re: [otrs] Notification Emails not being sent to externalemail addresses
Yes i understood your problem but i'm afraid i can't help you , because i cant even send normal emails from otrs , if you have some solution about that it could be very helpful from you. thx Cordialement -JLIL Rajaa- ESG-Casablanca tél : 0665 78 86 49 Date: Wed, 12 Aug 2009 10:31:56 +0100 From: j...@moneyplusgroup.co.uk To: otrs@otrs.org Subject: Re: [otrs] Notification Emails not being sent to externalemail addresses I can send normal emails and updates to tickets fine to external, it’s just the notifications like “you have a follow up” etc, they don’t go to the admin user’s external email account of googlemail or yahoo which would be very handy so he knows when emails are coming in where ever he is rather than either having to log into otrs each time or somehow access the internal exchange server email account. Cheers, Jon. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of rajaa Jlil Sent: 12 August 2009 10:27 To: otrs@otrs.org Subject: Re: [otrs] Notification Emails not being sent to externalemail addresses hello JON i have the same problem i can't send emails or even notifications to external adresses so if you find the solution please send me an email, and so on for me ;) best regards Cordialement -JLIL Rajaa- ESG-Casablanca Date: Wed, 12 Aug 2009 10:20:56 +0100 From: j...@moneyplusgroup.co.uk To: otrs@otrs.org Subject: [otrs] Notification Emails not being sent to external email addresses Hi, My setup of OTRS will not send any notification type emails to external addresses. Currently, I have a admin (Jon), and have setup his email to be j...@internaldomain.co.uk. Then when messages are sent back and forth and external users/customers to update new tickets, Jon will received notification emails perfectly well, such as “you have a follow up” or “a ticket has been updated”, this is great. However, as Jon now wants to be able to get notifications sent to his external “googlemail” account, I tried changing over his email from j...@internaldomain.co.uk , to his external email, j...@googlemail.com Now none of the notification emails ever reach his googlemail account, neither do they go into the “spam” folder. It is the same if he uses any other external email account like j...@yahoomail.co.uk. What I don’t understand is why, if you update a ticket, all external emails addresses are emailed fine. Also if you email jon from the admin email screen, he receives the email. Currently our setup is to use SMTP to an exchange server which is located on our network. It’s almost like when notifications are sent out, they are using sendmail rather than SMTP?? Could this be the case? How can normal emails and ticket updates work, while email notifcations work fine internally, but not to external emails!!! Its weird and baffling me, I’ve tried everything! Please can someone help me with this before I rip my hair out. Best regards, Jon. The information in this e-mail (which includes any files transmitted with it) is confidential and may also be legally privileged. It is intended for the addressee only. Access to this e-mail by anyone else is unauthorised. It is not to be relied upon by any person other than the addressee except with our prior written approval. If no such approval is given, we will not accept any liability (in negligence or otherwise) arising from any third party acting, or refraining from acting, on such information. Unauthorised recipients are required to maintain confidentiality. If you have received this e-mail in error please notify us immediately, destroy any copies and delete it from your computer system. Any use, dissemination, forwarding, printing or copying of this e-mail is prohibited. Copyright in this e-mail and any document created by us will be and remain vested in us and will not be transferred to you. We assert the right to be identified as the author of and to object to any misuses of the contents of this e-mail or such documents. Moneyplus Group is part of the MoneyPlus Group Limited (registered no. 05528673) Registered office: Lawson House, 22-26 Stockport Road, Altrincham, Cheshire WA15 8EX Registered in England and Wales. Avec Windows Live, vous organisez, retouchez et partagez vos photos. The information in this e-mail (which includes any files transmitted with it) is confidential and may also be legally privileged. It is intended for the addressee only. Access to this e-mail by anyone else is unauthorised. It is not to be relied upon by any person other than the addressee except with our prior written approval. If no such approval is given, we will not accept any liability (in negligence or otherwise) arising from any third party acting, or refraining from acting, on such information. Unauthorised recipients are required to maintain confidentiality. If you have received this e-mail in error
Re: [otrs] Notification Emails not being sent to externalemail addresses
Not probably for Jon: Did you tried some kind of standard troubleshooting like with nslookup from within your server to see if it is able to resolve correctly addresses an mx record for them ? telnet gmail.com 25 works ? Local mail queue is empty ? On Wed, Aug 12, 2009 at 11:42 AM, rajaa Jlil rajaa_0...@hotmail.com wrote: Yes i understood your problem but i'm afraid i can't help you , because i cant even send normal emails from otrs , if you have some solution about that it could be very helpful from you. thx Cordialement -JLIL Rajaa- ESG-Casablanca tél : 0665 78 86 49 -- Date: Wed, 12 Aug 2009 10:31:56 +0100 From: j...@moneyplusgroup.co.uk To: otrs@otrs.org Subject: Re: [otrs] Notification Emails not being sent to externalemail addresses I can send normal emails and updates to tickets fine to external, it’s just the notifications like “you have a follow up” etc, they don’t go to the admin user’s external email account of googlemail or yahoo which would be very handy so he knows when emails are coming in where ever he is rather than either having to log into otrs each time or somehow access the internal exchange server email account. Cheers, Jon. -- *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *rajaa Jlil *Sent:* 12 August 2009 10:27 *To:* otrs@otrs.org *Subject:* Re: [otrs] Notification Emails not being sent to externalemail addresses hello JON i have the same problem i can't send emails or even notifications to external adresses so if you find the solution please send me an email, and so on for me ;) best regards Cordialement -JLIL Rajaa- ESG-Casablanca -- Date: Wed, 12 Aug 2009 10:20:56 +0100 From: j...@moneyplusgroup.co.uk To: otrs@otrs.org Subject: [otrs] Notification Emails not being sent to external email addresses Hi, My setup of OTRS will not send any notification type emails to external addresses. Currently, I have a admin (Jon), and have setup his email to be j...@internaldomain.co.uk. Then when messages are sent back and forth and external users/customers to update new tickets, Jon will received notification emails perfectly well, such as “you have a follow up” or “a ticket has been updated”, this is great. However, as Jon now wants to be able to get notifications sent to his external “googlemail” account, I tried changing over his email from j...@internaldomain.co.uk , to his external email, j...@googlemail.com Now none of the notification emails ever reach his googlemail account, neither do they go into the “spam” folder. It is the same if he uses any other external email account like j...@yahoomail.co.uk. What I don’t understand is why, if you update a ticket, all external emails addresses are emailed fine. Also if you email jon from the admin email screen, he receives the email. Currently our setup is to use SMTP to an exchange server which is located on our network. It’s almost like when notifications are sent out, they are using sendmail rather than SMTP?? Could this be the case? How can normal emails and ticket updates work, while email notifcations work fine internally, but not to external emails!!! Its weird and baffling me, I’ve tried everything! Please can someone help me with this before I rip my hair out. Best regards, Jon. The information in this e-mail (which includes any files transmitted with it) is confidential and may also be legally privileged. It is intended for the addressee only. Access to this e-mail by anyone else is unauthorised. It is not to be relied upon by any person other than the addressee except with our prior written approval. If no such approval is given, we will not accept any liability (in negligence or otherwise) arising from any third party acting, or refraining from acting, on such information. Unauthorised recipients are required to maintain confidentiality. If you have received this e-mail in error please notify us immediately, destroy any copies and delete it from your computer system. Any use, dissemination, forwarding, printing or copying of this e-mail is prohibited. Copyright in this e-mail and any document created by us will be and remain vested in us and will not be transferred to you. We assert the right to be identified as the author of and to object to any misuses of the contents of this e-mail or such documents.* * * * * * Moneyplus Group is part of the MoneyPlus Group Limited (registered no. 05528673) Registered office: Lawson House, 22-26 Stockport Road, Altrincham, Cheshire WA15 8EX Registered in England and Wales. -- Avec Windows Live, vous organisez, retouchez et partagez vos photos.http://www.microsoft.com/northafrica/windows/windowslive/products/photo-gallery-edit.aspx The information
Re: [otrs] Notification Emails not being sent to external email addresses
Hi Jon, What would happen if you'd re-select the mail notifications and queues in your User Preferences? Regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, Aug 12, 2009 at 11:20, Jonathan Clayton j...@moneyplusgroup.co.ukwrote: Hi, My setup of OTRS will not send any notification type emails to external addresses. Currently, I have a admin (Jon), and have setup his email to be j...@internaldomain.co.uk. Then when messages are sent back and forth and external users/customers to update new tickets, Jon will received notification emails perfectly well, such as “you have a follow up” or “a ticket has been updated”, this is great. However, as Jon now wants to be able to get notifications sent to his external “googlemail” account, I tried changing over his email from j...@internaldomain.co.uk , to his external email, j...@googlemail.com Now none of the notification emails ever reach his googlemail account, neither do they go into the “spam” folder. It is the same if he uses any other external email account like j...@yahoomail.co.uk. What I don’t understand is why, if you update a ticket, all external emails addresses are emailed fine. Also if you email jon from the admin email screen, he receives the email. Currently our setup is to use SMTP to an exchange server which is located on our network. It’s almost like when notifications are sent out, they are using sendmail rather than SMTP?? Could this be the case? How can normal emails and ticket updates work, while email notifcations work fine internally, but not to external emails!!! Its weird and baffling me, I’ve tried everything! Please can someone help me with this before I rip my hair out. Best regards, Jon. The information in this e-mail (which includes any files transmitted with it) is confidential and may also be legally privileged. It is intended for the addressee only. Access to this e-mail by anyone else is unauthorised. It is not to be relied upon by any person other than the addressee except with our prior written approval. If no such approval is given, we will not accept any liability (in negligence or otherwise) arising from any third party acting, or refraining from acting, on such information. Unauthorised recipients are required to maintain confidentiality. If you have received this e-mail in error please notify us immediately, destroy any copies and delete it from your computer system. Any use, dissemination, forwarding, printing or copying of this e-mail is prohibited. Copyright in this e-mail and any document created by us will be and remain vested in us and will not be transferred to you. We assert the right to be identified as the author of and to object to any misuses of the contents of this e-mail or such documents.* * * * * * Moneyplus Group is part of the MoneyPlus Group Limited (registered no. 05528673) Registered office: Lawson House, 22-26 Stockport Road, Altrincham, Cheshire WA15 8EX Registered in England and Wales. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] notification to sender of ticket, if his ticket was closed.
The survey does it. Here is the how-to http://www.mail-archive.com/otrs@otrs.org/msg24865.html Leonardo Certuche On Mon, May 25, 2009 at 12:30 AM, aman gofora...@gmail.com wrote: hi, i am new to otrs, using otrs 2.3.4 on a centos 5.2. our requirement is when a agent close the ticket, notification should be sent to the sender of the ticket(Customer). I think it should be automatic but it is not working.any configuration changes. help, -- regards: Aman - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] notification to sender of ticket, if his ticket was closed.
hi, i am new to otrs, using otrs 2.3.4 on a centos 5.2. our requirement is when a agent close the ticket, notification should be sent to the sender of the ticket(Customer). I think it should be automatic but it is not working.any configuration changes. help, -- regards: Aman - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Notification on new ticket
Hello all I successfully installed OTRS and its working nice and fast (mod- perl). I have just a small problem/question: If a customer sends in a mail and a new ticket gets created, he doesn't get a notification as expected. Is this an issue in 2.3.4 -version or do I have to config something? I found the text which should be sent, but the first mail isn't sent. Sending mail works fine (notification about closing, adding notes, etc. is received). Thanks for any help. Kind regards Roman ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification on new ticket
ok found it out myself. didn't see, that each queue needs the reply defined. Its working now. Great... Am 10.02.2009 um 16:35 schrieb Roman Haag: Hello all I successfully installed OTRS and its working nice and fast (mod- perl). I have just a small problem/question: If a customer sends in a mail and a new ticket gets created, he doesn't get a notification as expected. Is this an issue in 2.3.4 -version or do I have to config something? I found the text which should be sent, but the first mail isn't sent. Sending mail works fine (notification about closing, adding notes, etc. is received). Thanks for any help. Kind regards Roman ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - professional services for the open source eLearning system OLAT hosting - operating - support - java development - consulting - frentix GmbH Roman Haag, Entwickler Zähringerstrasse 26 CH-8001 Zürich, Switzerland tel://+41-43-544-0949 http://www.frentix.com skype://thetoaster4001 - ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification not send to customer
Hi Everybody,
I'm using OTRS 2.2.7 on a UBUNTU server.
First i'v installed a older version of OTRS on my server and the notifications
where working correctly.
Now when a customer create a new ticket By e-mail, he didn't get any
notification for open/close/owner Change or moved ticket.
But The agent get the notifications and if we answer to the ticket, the
customer get the answer. ( So i think i can say that the smtp server is well
configured.
In the admin the autoresponse --queue is configured
I also done that :
In version 2.2.4, the line (4192) is:
Before:
if (!$Param{SendNoNotification}){
After:
if (!$Param{SendNoNotification} $State{TypeName} eq 'closed' ){
But didn't did the trick.
Any idea?
Thx in advance
_
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Re: [otrs] Notification Problem
it's already done but doesn't work. Date: Wed, 17 Dec 2008 18:46:59 +0300From: anton.gubar...@gmail.comto: o...@otrs.orgsubject: Re: [otrs] Notification ProblemHi, Karl.You need to create an Autoresponse and link it to the queue. Your customers will get autoresponses then.regardsAnton. 2008/12/17 Trasschaert Karl karl...@hotmail.com Hi, I'm testing otrs, i saw that when someone send a e-mail to the otrs system, the agent get a notification but the customer didn't receive any notification. I'f i answer a ticket the customer get the message. Any idea what ca be wrong ?I'm using smtp.I can see in the log that the message looks to be send: Sent agent 'NewTicket' notification to 'k...@inventivetelecom.com'. Wed Dec 17 16:20:04 2008 notice OTRS-PM3-10 Sent auto response (SendAutoReply) for Ticket [200812171084] (TicketID=104, ArticleID=611) to 'Trasschaert Karl i...@net-work.be'. Wed Dec 17 16:20:04 2008 notice OTRS-PM3-10 Sent email to 'Trasschaert Karl i...@net-work.be' from 'ITP Ticket System supp...@inventivetelecom.com'. HistoryType = SendAutoReply, Subject = [ITPTicket#200812171084] ca marche pas; Wed Dec 17 16:20:03 2008 notice OTRS-PM3-10 New Ticket [200812171084/ca marche pas] created (TicketID=104,Queue=Support,Priority=3 normal,State=new) Wed Dec 17 16:19:42 2008 notice OTRS-CGI-10 Sent customer 'StateUpdate' notification to 'Trasschaert Karl i...@net-work.be'. Wed Dec 17 16:19:42 2008 notice OTRS-CGI-10 Sent email to 'Trasschaert Karl i...@net-work.be' from 'ITP Ticket System supp...@inventivetelecom.com'. HistoryType = SendCustomerNotification, Subject = Re: [ITPTicket#200812171083] New State closed successful!; Wed Dec 17 16:19:38 2008 notice OTRS-CGI-10 Sent customer 'OwnerUpdate' notification to 'Trasschaert Karl i...@net-work.be'. Wed Dec 17 16:19:38 2008 notice OTRS-CGI-10 Sent email to 'Trasschaert Karl i...@net-work.be' from 'ITP Ticket System supp...@inventivetelecom.com'. HistoryType = SendCustomerNotification, Subject = Re: [ITPTicket#200812171083] New Owner Karl!; Le nouveau Hotmail rendra votre vie encore plus facile ! Soyez le premier et...___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs _ Découvrez LE site avec tout ce qu'il y a de plus cool pour Messenger: Messenger Billboard ! http://www.messengerbillboard.be/fr___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Notification about new Tickets in AgentFrontend
Hello once again, is there nobody else here who got this feature request? Being notified in the AgentFrontend for non-locked tickets. Is it just in my case that it is not the default setting? Any hint would be marvellous. Thanks in advance Markus Markus Nagel schrieb: Hello list, I'm searching for the switch in SysConfig where I can turn on the notification about new tickets and / or followups for non-locked tickets in the AgentFrontend. I am notified by email about my queues, but when I am already logged in to the AgentFront, I don't want to follow the link in the notification email but want to be notified by the Frontend itself. This notification works well for tickets which are locked by my account. Where do I find this configuration option (I guess, it is one)? Thanks in advance Markus Nagel ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Notification about new Tickets in AgentFrontend
Hello list, I'm searching for the switch in SysConfig where I can turn on the notification about new tickets and / or followups for non-locked tickets in the AgentFrontend. I am notified by email about my queues, but when I am already logged in to the AgentFront, I don't want to follow the link in the notification email but want to be notified by the Frontend itself. This notification works well for tickets which are locked by my account. Where do I find this configuration option (I guess, it is one)? Thanks in advance Markus Nagel ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] notification to the owner
hi, is there a way to send a notification to the old owner of a ticket, when the ticket gets a new owner? this would be helpful, if e.g. a teamleader is changing the ownership of a ticket from agent A to agent B. agent B gets automatically a notification, that he is now the new owner of the ticket, but agent A don't get anything at this point. thanks a lot for your help. regards, patrick. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs-de] OTRS Notification-Tags für Kunden-Firmen /Customer-Company?
Hallo, wir betreiben ein OTRS 2.2.7 mit mehreren Kunden-Firmen. Dabei hat jede Kunden-Firma eine eigene URL (z.B. http://support-kunde1.com). Diese URLs verweisen alle auf die 'customer.pl'. Über die verschiedenen URLs werden den Kunden verschiedene Themen zugewiesen. Soweit geht das alles. Unser Problem ist jetzt, dass wir in Auto-Mitteilungen (z.B. bei einer Statusänderung) die jeweils dem Kunden zugeordnete URL im Ticket haben wollen. Unsere erste Idee war die URL als 'CustomerCompanyURL' bei der jeweiligen Kunden-Firma zu hinterlegen. Nur haben wir leider keinen Weg gefunden im Nachrichten Taplate auf diese Information zuzugreifen. Gibt es einen weg über OTRS-Tags (z.B. OTRS_CUSTOMER_DATA_...) auf diese Information zu zugreifen? Gibt es überhaupt eine Möglichkeit an die Firmen/Company Daten zu kommen über OTRS_ Notification-Tags? Oder ist dieser Ansatz komplett falsch und es gäbe eine einfachere Möglichkeit die Kundenspezifischen OTRS-Zugänge zu realisieren? Muss man dafür etwas in den Perl-Modulen anpassen? Ich wäre für jeden Hinweis dankbar, Felix Schäfer Systemingenieur TietoEnator Deutschland GmbH Telecom Media E-mail [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Phone +49 (0)6196/9329-0 Düsseldorfer Straße 40 DE-65760 Eschborn www.tietoenator.de TietoEnator Deutschland GmbH, Düsseldorfer Straße 40, 65760 Eschborn Geschäftsführung: Dr. Wolfgang Blume (Vorsitzender), Michael Graben, Walter Hübler, Heike Kohler. Vorsitzender des Aufsichtsrates: Peter Lindgren Sitz der Gesellschaft: Eschborn, Amtsgericht Frankfurt/Main HRB 75570 Please note: The information contained in this message may be legally privileged and confidential and protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any unauthorised use, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting it from your computer. Thank You. ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
[otrs] Notification Update Web Interface
Hello All, I have a problem of notification. Fixed in 2.2.5 - (2008/01/14) Fixed bug# 977 - No agent notification for new ticket from webinterface if CustomerGroupSupport is enabled I have a notification for a new ticket, but I didn't notif when the customer update its tickets. Where can I make this configuration? In SysConfig or in a particular file ? Thanks for your help. Best Regards, Benoit DAVAUT ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Notification for External Notes
Hi, I have the OTRS system ([ OTRS::ITSM 1.0.6 http://otrs.gb-solution.com/otrs/index.pl? ], Powered by OTRS 2.2.6 http://otrs.org/ ) running. I am trying to get the notifications to work to our requirements. What I would like to see is * When an external note is added by the agent, a mail is sent to the customer * When this mail is sent to the customer, it should contain the note that was added by the agent instead of a mail which says that A new note is added to the ticket If I am not mistaken, mail on external note was working initially when the system was setup. But, I cannot find the option to enable it now. Thanks. Sherry ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Notification Question
Hi, I posted an email into [EMAIL PROTECTED] but i hadnt any response from it about my request. What someone could help me to say which file or files I should modify in order to resolve my request (in previous mail) Many Thx! Best Regards, Julian. -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Julien CHAMPSEIX Envoyé : lundi 10 mars 2008 16:55 À : 'User questions and discussions about OTRS.org' Objet : RE: [otrs] Notification Question Importance : Haute Yes but the problem is the following: I'm notified when I have a new ticket in a queue but it's always using the default address system. I would be notified by different address following the Queue. For example: I have 3 queue: File Hard::1 File Hard::2 File Hard::3 I would for each Ticket created in File Hard::1, each notification will be send with the sender [EMAIL PROTECTED] I would for each Ticket created in File Hard::2, each notification will be send with the sender [EMAIL PROTECTED] I would for each Ticket created in File Hard::3, each notification will be send with the sender [EMAIL PROTECTED] What I can settings up it in Filter ? in Queue ? Many thx for all help! Regards, Julian. -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Shawn Beasley Envoyé : jeudi 6 mars 2008 12:32 À : User questions and discussions about OTRS.org Objet : Re: [otrs] Notification Question Hi Julien, Hi Guys, I would know if it’s possible to use different sender for notification for a new ticket by each Queue. For example: For an queue called “prod” I would use sender [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] for notification for a new ticket. For an queue called “prod2” I would use sender [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] for notification for a new ticket. Each queue can use an individual system address for identification purposes! Thx for all help! Regards, Julian. -- -- ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/ -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Notification to Agents of Closed Ticket
Jo Rhett wrote: Aleem Mohamed wrote: Is there any way I can have OTRS send out a notification e-mail to all agents (or selected agents) when a ticket is closed (regardless of what queue it's in). Our IT department has two people managing everything On Mar 18, 2008, at 6:16 PM, Nils Breunese (Lemonbit) wrote: as I know, but I also wouldn't really know why it would make anything easier. I would suggest enabling StatusView so you can see what tickets are not yet closed and how owns them, what their status is, etc. Nils, you're missing the point. Many of us don't spend all day in front of a computer. We need e-mail notification of events. Your solution won't help. Sadly OTRS seems to be designed for people who do spend their working hours in front of a computer. But of course the code is there for you to modify if you want to. Nils Breunese. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Notification to Agents of Closed Ticket
Hi Jo, Nils Breunese (Lemonbit) schrieb: Jo Rhett wrote: Aleem Mohamed wrote: Is there any way I can have OTRS send out a notification e-mail to all agents (or selected agents) when a ticket is closed (regardless of what queue it's in). Our IT department has two people managing everything On Mar 18, 2008, at 6:16 PM, Nils Breunese (Lemonbit) wrote: as I know, but I also wouldn't really know why it would make anything easier. I would suggest enabling StatusView so you can see what tickets are not yet closed and how owns them, what their status is, etc. Nils, you're missing the point. Many of us don't spend all day in front of a computer. We need e-mail notification of events. Your solution won't help. I do not think that Nils is missing the point, but that is not the point :) If you like you can define your own module in the Sysconfig Ticket - Core::Ticket Ticket::CustomModule: A module with custom functions to redefine Kernel::System::Ticket functions (e.g. Kernel::System::Ticket::Custom). If you look at /Kernel/System/GenericAgent/NotifyAgentGroupWithWritePermission.pm and the modules in Kernel/System/Ticket/Event maybe you will be able to build something that will fit your needs. Sadly OTRS seems to be designed for people who do spend their working hours in front of a computer. But of course the code is there for you to modify if you want to. True, True! Nils Breunese. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/ -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann signature.asc Description: OpenPGP digital signature ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
