[otrs] Notifications for Responsible.

[Emilia Starzak]

Hi,
i need some help with notifications for Responsible (not Owner). I cant turn 
off that (assigned to you and new note for ticket) notifications.
Please help me to resolve that problem.

Thx
Emilia

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[otrs] Notifications (Event) HTML

[Ugo Bellavance]

Hi,

I just upgraded my system from 2.3 to 3.0.x and I am wondering if it is 
normal that the Notifications (Event) are only in plain text.  Is it 
possible to have them sent in HTML like the rest of the email 
interactions (autoreplies, responses, etc.)?


Thanks,

Ugo

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[otrs] OTRS Notifications

[Garabed Yegavian]

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

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


Thank you,

Garabed Yegavian

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[otrs] Notifications (Event) - 'Subject match' regex

[Robert Poreba]

Hi All,
Is anybody using the 'Subject match' field in the Notifications (Event) ?
I'm trying to figure out what kind of regular expressions can I use there.

My example:
I'm trying to match the following subject in the email we are getting:
"Incident *Number* for product *Name* has been updated"
I tried ".*Incident.*for product.*has been updated" as well as
"*Incident*for product*has been updated" but neither worked.

Btw, what kind of regex syntax is used by otrs?

-- 
Thanks a lot,
Robert
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[otrs] Notifications - substitute event stuff?

[Robert Merrill]

I was wondering if it would be possible to add some tags to the event
notification framework to substitute in information about the event?
e.g. what event it was.

I would like to set up a generic notification that sends ALL events to
a single email address, including the type of event in the email, but
there is no tag for type of event.
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[otrs] Notifications for Owned/Responsible in other queues

[Broderick Wood]

Is there a setting so that notifications for updates/new messages to
tickets that a user owns or is responsible for work whether the ticket
is in the users list of preferred queues or not?


-- 

Broderick Wood
HelpDesk Co-Ordinator
Technical Services Team
#205 Athabasca Hall
Department of Computer Science
The University of Alberta
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Re: [otrs] Notifications in message zoom view

[Jonathan Clarke]

Le 31/03/2010 16:30, Jonathan Clarke a écrit :

Hi,

I've set up some custom notifications in my OTRS system, specifically to
email an internal mailing list when one of my customers opens a new
ticket. The content of the notification is some attributes (priority,
service, etc) plus the body of the new ticket.

However, these notification messages show up as a separate article in
the message zoom view on customer's interface. This is quite
superfluous, since the message only contains what's already in the
ticket...

How can I stop these messages from appearing there? I'm open to any
solutions, including patching code.

Thanks in advance for your suggestions!
Jonathan


No ideas, anyone ?

--
==
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--
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[otrs] Notifications in message zoom view

[Jonathan Clarke]

Hi,

I've set up some custom notifications in my OTRS system, specifically to 
email an internal mailing list when one of my customers opens a new 
ticket. The content of the notification is some attributes (priority, 
service, etc) plus the body of the new ticket.


However, these notification messages show up as a separate article in 
the message zoom view on customer's interface. This is quite 
superfluous, since the message only contains what's already in the ticket...


How can I stop these messages from appearing there? I'm open to any 
solutions, including patching code.


Thanks in advance for your suggestions!
Jonathan
--
==
Jonathan Clarke
--
Normation
44 rue Cauchy - 94110 Arcueil - France
--
Tel: +33 (0)1 55 01 04 41
Mobile : +33 (0)6 99 60 03 10
==
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Re: [otrs] Notifications' triggers

[Michiel Beijen]

Hi Claudio,

If you create a notification, and you have enabled these options via
Admin > SysConfig:
Ticket > Frontend::Agent::Ticket::ViewNote >
Ticket::Frontend::AgentTicketNote###InformAgent
Ticket > Frontend::Agent::Ticket::ViewNote >
Ticket::Frontend::AgentTicketNote###InvolvedAgent

OTRS will send a notification to the selected agents about the new
note that has been added to the ticket. For this notification, OTRS
uses the en::agent::AddNote etc notification texts.

Hope this helps!

((enjoy))
-
Michiel Beijen
R&D

Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]

OTRS AG
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97505 Chairman of the Board: Burchard Steinbild, Managing Board: André
Mindermann (CEO), Martin Edenhofer


On Thu, Mar 18, 2010 at 9:48 AM, Claudio Tassini
 wrote:
> That is clear but... What if I DO want basic notification (eg 
> en::agent::AddNote ) to be used? I can't find where to enable this..
>
> I'm sorry if this sounds somewhat obvious to you but I must be missing some 
> little piece and really can't figure it out..
>
> --
> Claudio Tassini
>
> -Original Message-
> From: Guillaume Rehm 
> Date: Thu, 18 Mar 2010 09:35:09
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Notifications' triggers
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] Notifications' triggers

[Claudio Tassini]

That is clear but... What if I DO want basic notification (eg 
en::agent::AddNote ) to be used? I can't find where to enable this..

I'm sorry if this sounds somewhat obvious to you but I must be missing some 
little piece and really can't figure it out..

-- 
Claudio Tassini

-Original Message-
From: Guillaume Rehm 
Date: Thu, 18 Mar 2010 09:35:09 
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Notifications' triggers

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Re: [otrs] Notifications' triggers

[Guillaume Rehm]

If you set Notification(event) basic notification (like 
e:::Agent::AddNote) will not be use for this event.
So if you set a Notification event for ArticleCreate en:Agent:AddNote 
don't will be used.



Le 17/03/2010 18:26, Claudio Tassini a écrit :
I see... so some of the notifications listed in the Admin area, like 
for example en::Agent::AddNote are NEVER used, is that correct?


2010/3/17 Guillaume Rehm >


Previous OTRS version use en::Custmer::Action like Agent.

But now, you must use AutoResponse and Notficiation (event).
You can use AutoResponse for notification about new ticket /
follow up / reject 

And if you must have notification for more complex workflow you
can use Notification (event) in Admin area.

Hope this help.

Regards,

Le 16/03/2010 19:59, Claudio Tassini a écrit :

Hi guys

I've almost finished the test deployment of OTRS in our company,
but there's still something that I must be missing because I
don't get how exactly the notification system works. I'm sure
that the replies to my questions are quite obvious but I didn't
find any clue in the documentation, so here I am:

I understand that any user (agent/customer) can choice which
events are of such interest for him to have a notification about
that sent to his mail address, that this is accomplished through
the preferences pane of each user and that the text of
notifications is editable in the "notifications" area of the
admin panel.

However, in the preferences I can only enable notifications for
"New ticket", "follow up", "ticket lock timeout", "move", while
in the "notifications" I see lots of other messages that are
never triggered.
Moreover, the documentation says that the notification name is
composed of the language, the recipient, and an "id", so for
example "en::Agent::Move" is the notification used sent to an
english agent when a ticket is moved in one of his queues. But I
can't find no "customer" notification in the admin area - these
are all in the form *::Agent::* . Is that normal? What do I need
to edit to change customer's notifications?

And, the last question. Is there a way to set the default
notifications enabled for newly created users?

Many thanks in advance.

-- 
Claudio Tassini



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Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg

tél: 03 88 25 28 23
fax: 03 88 25 28 03
mail:guillaume.r...@bnu.fr  
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Claudio Tassini


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Centre de Ressources Informatiques
Responsable Sécurité du Système d'Information (RSSI)

Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg

tél: 03 88 25 28 23
fax: 03 88 25 28 03
mail: guillaume.r...@bnu.fr
web: http://www.bnu.fr

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Re: [otrs] Notifications' triggers

[Claudio Tassini]

I see... so some of the notifications listed in the Admin area, like for
example en::Agent::AddNote are NEVER used, is that correct?

2010/3/17 Guillaume Rehm 

>  Previous OTRS version use en::Custmer::Action like Agent.
>
> But now, you must use AutoResponse and Notficiation (event).
> You can use AutoResponse for notification about new ticket / follow up /
> reject 
>
> And if you must have notification for more complex workflow you can use
> Notification (event) in Admin area.
>
> Hope this help.
>
> Regards,
>
> Le 16/03/2010 19:59, Claudio Tassini a écrit :
>
> Hi guys
>
>  I've almost finished the test deployment of OTRS in our company, but
> there's still something that I must be missing because I don't get how
> exactly the notification system works. I'm sure that the replies to my
> questions are quite obvious but I didn't find any clue in the documentation,
> so here I am:
>
>  I understand that any user (agent/customer) can choice which events are
> of such interest for him to have a notification about that sent to his mail
> address, that this is accomplished through the preferences pane of each user
> and that the text of notifications is editable in the "notifications" area
> of the admin panel.
>
>  However, in the preferences I can only enable notifications for "New
> ticket", "follow up", "ticket lock timeout", "move", while in the
> "notifications" I see lots of other messages that are never triggered.
> Moreover, the documentation says that the notification name is composed of
> the language, the recipient, and an "id", so for example "en::Agent::Move"
> is the notification used sent to an english agent when a ticket is moved in
> one of his queues. But I can't find no "customer" notification in the admin
> area - these are all in the form *::Agent::* . Is that normal? What do I
> need to edit to change customer's notifications?
>
>  And, the last question. Is there a way to set the default notifications
> enabled for newly created users?
>
>  Many thanks in advance.
>
> --
> Claudio Tassini
>
>
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>
> --
> Guillaume REHM
> Centre de Ressources Informatiques
> Responsable Sécurité du Système d'Information (RSSI)
>
> Bibliothèque Nationale et Universitaire de Strasbourg
> 5 rue du Maréchal Joffre
> BP 51029
> 67070 Strasbourg
>
> tél: 03 88 25 28 23
> fax: 03 88 25 28 03
> mail: guillaume.r...@bnu.fr
> web: http://www.bnu.fr
>
>
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-- 
Claudio Tassini
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Re: [otrs] Notifications' triggers

[Guillaume Rehm]

Previous OTRS version use en::Custmer::Action like Agent.

But now, you must use AutoResponse and Notficiation (event).
You can use AutoResponse for notification about new ticket / follow up / 
reject 


And if you must have notification for more complex workflow you can use 
Notification (event) in Admin area.


Hope this help.

Regards,

Le 16/03/2010 19:59, Claudio Tassini a écrit :

Hi guys

I've almost finished the test deployment of OTRS in our company, but 
there's still something that I must be missing because I don't get how 
exactly the notification system works. I'm sure that the replies to my 
questions are quite obvious but I didn't find any clue in the 
documentation, so here I am:


I understand that any user (agent/customer) can choice which events 
are of such interest for him to have a notification about that sent to 
his mail address, that this is accomplished through the preferences 
pane of each user and that the text of notifications is editable in 
the "notifications" area of the admin panel.


However, in the preferences I can only enable notifications for "New 
ticket", "follow up", "ticket lock timeout", "move", while in the 
"notifications" I see lots of other messages that are never triggered.
Moreover, the documentation says that the notification name is 
composed of the language, the recipient, and an "id", so for example 
"en::Agent::Move" is the notification used sent to an english agent 
when a ticket is moved in one of his queues. But I can't find no 
"customer" notification in the admin area - these are all in the form 
*::Agent::* . Is that normal? What do I need to edit to change 
customer's notifications?


And, the last question. Is there a way to set the default 
notifications enabled for newly created users?


Many thanks in advance.

--
Claudio Tassini


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--
Guillaume REHM
Centre de Ressources Informatiques
Responsable Sécurité du Système d'Information (RSSI)

Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg

tél: 03 88 25 28 23
fax: 03 88 25 28 03
mail: guillaume.r...@bnu.fr
web: http://www.bnu.fr

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[otrs] Notifications' triggers

[Claudio Tassini]

Hi guys

I've almost finished the test deployment of OTRS in our company, but there's
still something that I must be missing because I don't get how exactly the
notification system works. I'm sure that the replies to my questions are
quite obvious but I didn't find any clue in the documentation, so here I am:

I understand that any user (agent/customer) can choice which events are of
such interest for him to have a notification about that sent to his mail
address, that this is accomplished through the preferences pane of each user
and that the text of notifications is editable in the "notifications" area
of the admin panel.

However, in the preferences I can only enable notifications for "New
ticket", "follow up", "ticket lock timeout", "move", while in the
"notifications" I see lots of other messages that are never triggered.
Moreover, the documentation says that the notification name is composed of
the language, the recipient, and an "id", so for example "en::Agent::Move"
is the notification used sent to an english agent when a ticket is moved in
one of his queues. But I can't find no "customer" notification in the admin
area - these are all in the form *::Agent::* . Is that normal? What do I
need to edit to change customer's notifications?

And, the last question. Is there a way to set the default notifications
enabled for newly created users?

Many thanks in advance.

-- 
Claudio Tassini
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[otrs] Notifications...getting the customer updates right.

[Stefan Folkerts]

Hi all,

I am trying to get all the customer notifications right but I keep running into 
some issues that are most likely due to my lack of knowledge of the system.
I am running OTRS 2.4.7.

I want the customer to receive two different messages.

1.When he makes a ticket ; this contains a conformation message to the customer 
with description and ticket ID.
2.When somebody add's and update to the ticket or changes the priority but not 
internal-notes and any other updates.

It seems there are three way's to get messages to agents (queue auto responses, 
custom notification events and the default events turned on by the agents in 
his preferences).
No the new ticket reply from the queue to the customer works fine but the 
follow up message doesn't get send to the customer.

I made a notification event for the customer update message with these settings 
;

Name ; notify customer of ticket update
Recipient : Customer
Event : ArticleCreate
Queue : < I selected one queue >

Subject and Text set correctly.


I made a notification event for the customer new ticket message with these 
settings ;

Name ; notify customer of new ticket
Recipient : Customer
Event : TicketCreate
Queue : < I selected one queue >

Subject and Text set correctly.


Ok, what happens when a customer creates a ticked via mail is he get's two 
mails back.
1 from the new ticket event
2. from the update ticket event

Now here are my questions to you guy's ;

How can I set the update ticket event to only send a mail when the tickets get 
updated and not on creation?
How can I make it so that internal-notes are no longer send to the customer via 
this update notification?
I only want mails from Agents and external notes to get send to the customer.

Is this possible?

Greetings!

  Stefan

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[otrs] notifications' sender

[Ilya Kornev]

Hi.

We need to get all outbound emails sent by agents appear in the mailbox. 
I'm aware of the BCC feature, but we have some rights restrictions among 
agents, and this means all of them 
will see all sent emails, which is not an option.
I set up a notification with the text of a sent email, but it's always sent by 
OTRS Notification Master.
Is there any way to insert a variable somewhere so that we could see an agent's 
name as sender (not in a 
subj or body)? Or any other suggestions?

Cheers,
Ilya
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Re: [otrs] Notifications contain Article content

[Misha]

Nobody? 


- Original Message - 
From: "Misha"  
To: "User questions and discussions about OTRS."  
Sent: Tuesday, October 6, 2009 1:42:29 PM GMT +01:00 Amsterdam / Berlin / Bern 
/ Rome / Stockholm / Vienna 
Subject: Re: [otrs] Notifications contain Article content 


Forgot to say I'm running 2.4.4 and it's about event-based notifications. 

Thank you! 

Misha 


- Original Message - 
From: "Misha"  
To: otrs@otrs.org 
Sent: Monday, October 5, 2009 12:41:07 PM GMT +01:00 Amsterdam / Berlin / Bern 
/ Rome / Stockholm / Vienna 
Subject: [otrs] Notifications contain Article content 

Hi, 

I've configured a notification to be sent to the customer when the state 
of the ticket changes to pending auto close+. The ticket changes to this 
state when an agent replies to a notification by e-mail. 

The thing is: When an agent replies to a notification, and so changes the 
ticket-state to auto-close+, the configured notification to the customer 
is beeing sent fine, but it contains the complete content of the e-mail 
sent by the agent. I didn't configure the notification to contain all 
that, but only to contain one fixed line of text. 

Why is the content of the message/article included in the notification and 
how can this be prevented? 

Thank you in advance! 

Regards, 
Misha 
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Re: [otrs] Notifications contain Article content

[Misha]

Forgot to say I'm running 2.4.4 and it's about event-based notifications. 

Thank you! 

Misha 


- Original Message - 
From: "Misha"  
To: otrs@otrs.org 
Sent: Monday, October 5, 2009 12:41:07 PM GMT +01:00 Amsterdam / Berlin / Bern 
/ Rome / Stockholm / Vienna 
Subject: [otrs] Notifications contain Article content 

Hi, 

I've configured a notification to be sent to the customer when the state 
of the ticket changes to pending auto close+. The ticket changes to this 
state when an agent replies to a notification by e-mail. 

The thing is: When an agent replies to a notification, and so changes the 
ticket-state to auto-close+, the configured notification to the customer 
is beeing sent fine, but it contains the complete content of the e-mail 
sent by the agent. I didn't configure the notification to contain all 
that, but only to contain one fixed line of text. 

Why is the content of the message/article included in the notification and 
how can this be prevented? 

Thank you in advance! 

Regards, 
Misha 
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[otrs] Notifications contain Article content

[Misha]

Hi,

I've configured a notification to be sent to the customer when the state  
of the ticket changes to pending auto close+. The ticket changes to this  
state when an agent replies to a notification by e-mail.


The thing is: When an agent replies to a notification, and so changes the  
ticket-state to auto-close+, the configured notification to the customer  
is beeing sent fine, but it contains the complete content of the e-mail  
sent by the agent. I didn't configure the notification to contain all  
that, but only to contain one fixed line of text.


Why is the content of the message/article included in the notification and  
how can this be prevented?


Thank you in advance!

Regards,
Misha
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Re: [otrs] Notifications - How to Use?

[David Holder]

Hi Matt,

This is pretty much sorted out of the box, if you log in as an agent, 
click on preferences and locate:


[ Move notification ]

Send me a notification if a ticket is moved into one of "My Queues".

And obviously select the revent queue's in "My Queue's"

Regards,

David



Matt Reidy wrote:


How do you enable the use of the built-in notifications such as 
"en::Agent::Move"?


 

I'd like to use it to notify agents when tickets are moved into their 
queues but can't figure out how.


 

I can and have created a notification event to do this, but I feel 
like I'm just missing something since there is already a built-in 
notification for that.


 


TIA

 


-Matt



The information in this communication is intended to be confidential 
to the Individual(s) and/or Entity to whom it is addressed. It may 
contain information of a Privileged and/or Confidential nature, which 
is subject to Federal and/or State privacy regulations. In the event 
that you are not the intended recipient or the agent of the intended 
recipient, do not copy or use the information contained within this 
communication, or allow it to be read, copied or utilized in any 
manner, by any other person(s). Should this communication be received 
in error, please notify the sender immediately either by response 
e-mail or by phone, and permanently delete the original e-mail, 
attachment(s), and any copies.



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[otrs] Notifications - How to Use?

[Matt Reidy]

How do you enable the use of the built-in notifications such as 
"en::Agent::Move"?

I'd like to use it to notify agents when tickets are moved into their queues 
but can't figure out how.

I can and have created a notification event to do this, but I feel like I'm 
just missing something since there is already a built-in notification for that.

TIA

-Matt


The information in this communication is intended to be confidential to the 
Individual(s) and/or Entity to whom it is addressed. It may contain information 
of a Privileged and/or Confidential nature, which is subject to Federal and/or 
State privacy regulations. In the event that you are not the intended recipient 
or the agent of the intended recipient, do not copy or use the information 
contained within this communication, or allow it to be read, copied or utilized 
in any manner, by any other person(s). Should this communication be received in 
error, please notify the sender immediately either by response e-mail or by 
phone, and permanently delete the original e-mail, attachment(s), and any 
copies.
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Re: [otrs] Notifications

[Tibor Hirner]

Daniel,

I have found one mapping parameter in SysConfig, here it is:

"CustomerNotifyJustToRealCustomer:"
This sends customer notifications just to mapped customer. Normally if
no customer is mapped, the latest customer sender gets the notification.

Try to change this parameter (YES - NO) and do tests.

I guess it might help you.

Good luck.
Tibor.



LQ Marshall wrote:
> I would have to presume that you have modified OTRS to map the originating
> address to a 'standard' address, because the default is to reply to the
> address the request originated.  There would have to be some logic which
> maps to the new address.
>  
> LQ
> 
> 
>   _  
> 
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
> Daniel Tangen - Trigcom AS
> Sent: Friday, July 17, 2009 2:35 AM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Notifications
> 
> 
> 
> Does nobody know if this is possible? This should definitly be the way it
> was supposed to work. What is the point in notifying a customers standard
> email address about changes to a single ticket?
> 
> It should notify the senders from address...
> 
>  
> 
> Best regards
> 
> Daniel Tangen
> 
>  
> 
> Fra: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] På vegne av Daniel
> Tangen - Trigcom AS
> Sendt: 15. juli 2009 14:10
> Til: User questions and discussions about OTRS.
> Emne: [otrs] Notifications
> 
>  
> 
> Hi,
> 
>  
> 
> When a ticket is mapped to a customer, how can I make the notifications go
> to the sender of the ticket, not the mapped customers standard email
> address?
> 
>  
> 
> Thanks
> 
> -  Daniel
> 
> 
> 
> 
> 
> 
> -
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Re: [otrs] Notifications

[LQ Marshall]

I would have to presume that you have modified OTRS to map the originating
address to a 'standard' address, because the default is to reply to the
address the request originated.  There would have to be some logic which
maps to the new address.
 
LQ


  _  

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Daniel Tangen - Trigcom AS
Sent: Friday, July 17, 2009 2:35 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Notifications



Does nobody know if this is possible? This should definitly be the way it
was supposed to work. What is the point in notifying a customers standard
email address about changes to a single ticket?

It should notify the senders from address...

 

Best regards

Daniel Tangen

 

Fra: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] På vegne av Daniel
Tangen - Trigcom AS
Sendt: 15. juli 2009 14:10
Til: User questions and discussions about OTRS.
Emne: [otrs] Notifications

 

Hi,

 

When a ticket is mapped to a customer, how can I make the notifications go
to the sender of the ticket, not the mapped customers standard email
address?

 

Thanks

-  Daniel

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Re: [otrs] Notifications

[Daniel Tangen - Trigcom AS]

Does nobody know if this is possible? This should definitly be the way it was 
supposed to work. What is the point in notifying a customers standard email 
address about changes to a single ticket?

It should notify the senders from address...

 

Best regards

Daniel Tangen

 

Fra: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] På vegne av Daniel 
Tangen - Trigcom AS
Sendt: 15. juli 2009 14:10
Til: User questions and discussions about OTRS.
Emne: [otrs] Notifications

 

Hi,

 

When a ticket is mapped to a customer, how can I make the notifications go to 
the sender of the ticket, not the mapped customers standard email address?

 

Thanks

-  Daniel

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[otrs] Notifications

[Daniel Tangen - Trigcom AS]

Hi,

 

When a ticket is mapped to a customer, how can I make the notifications
go to the sender of the ticket, not the mapped customers standard email
address?

 

Thanks

-  Daniel

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Re: [otrs] Notifications on Ticket Age with working hours considered

[Laurent Minost]

Hi,

Anyone who have ideas about how to implement this please ?

Thanks,

Laurent MINOST

Laurent Minost a écrit :

Hi,

We would like to send notifications to specific people based on the 
Ticket creation date.


To explain a bit more our need, I will take an example :

* Our working hours are Monday to Friday 9am-6pm.
* a new ticket is created on Friday 5pm.

1 - if nothing was done on the ticket, we would like to notify one 
people 3 *working* hours after the ticket was created, so in this 
example it would be on next Monday 11am.


2 - if still no action was done on the ticket 6 *working* hours after 
the ticket was created we would like to notify another people, so in 
this example it would be on next Monday 14am.


3 - if still no action was done on the ticket 12 *working* hours after 
the ticket was created we would like to notify another different people, 
so in this example it would be on next Tuesday 11am.


I think such a behaviour could be configured through Generic Agent but 
not sure if every parameters could be configured (main problem for the 
moment is to take working/non working hours in consideration like OTRS 
default escalation is doing it based on Calendars).


This is a different behaviour than the original OTRS one with escalation 
because OTRS default escalation seems to only notify ticket owner or 
default owner if ticket is not yet locked and it seems to defaultly lock 
Queue view to avoid agents to do things on other ticket than the one 
concerned but it does not seem to fulfill our needs.


Anyone who have informations, advises, answers on this problem is welcome :)

Thanks by advance,

Laurent MINOST
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[otrs] Notifications on Ticket Age with working hours considered

[Laurent Minost]

Hi,

We would like to send notifications to specific people based on the 
Ticket creation date.


To explain a bit more our need, I will take an example :

* Our working hours are Monday to Friday 9am-6pm.
* a new ticket is created on Friday 5pm.

1 - if nothing was done on the ticket, we would like to notify one 
people 3 *working* hours after the ticket was created, so in this 
example it would be on next Monday 11am.


2 - if still no action was done on the ticket 6 *working* hours after 
the ticket was created we would like to notify another people, so in 
this example it would be on next Monday 14am.


3 - if still no action was done on the ticket 12 *working* hours after 
the ticket was created we would like to notify another different people, 
so in this example it would be on next Tuesday 11am.


I think such a behaviour could be configured through Generic Agent but 
not sure if every parameters could be configured (main problem for the 
moment is to take working/non working hours in consideration like OTRS 
default escalation is doing it based on Calendars).


This is a different behaviour than the original OTRS one with escalation 
because OTRS default escalation seems to only notify ticket owner or 
default owner if ticket is not yet locked and it seems to defaultly lock 
Queue view to avoid agents to do things on other ticket than the one 
concerned but it does not seem to fulfill our needs.


Anyone who have informations, advises, answers on this problem is welcome :)

Thanks by advance,

Laurent MINOST
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[otrs] Notifications per Queue

[Frans Stekelenburg]

Hi,

 

It seems not possible to have notifications sent with a different text
depending on the queue of the ticket, like it can be accomplished with
(auto)response, or is it? Would be a nice feature though. 

 

Kind regards,

Frans

 

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Re: [otrs] Notifications not being sent.

[Ken D'Ambrosio]

> All the "dumb" checks...

>   (4) Have you configured any responses to be sent from these queues?

Bingo.  A thousand thanks.  I don't mind being dumb if it means it gets it
working.  I'd read the docs, but, alas, they are, shall we say,
non-trivial, and sometimes things slip through the cracks.  And,
unfortunately, I'd been looking for the word "notify," not "response".

Wups.

Deeply appreciated for knocking some sense into my head; I'll get to keep
my boss from going with a closed-source application, and I'll get to have
some fun with the powerful tool that OTRS certainly appears to be.

Thanks to all who took the time to respond!

-Ken

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Re: [otrs] Notifications not being sent. (Help -- please!)

[LQ Marshall]

All the "dumb" checks...

(1) Win32 or linux?
(2) Is Perl on the system? (what does the system check say?
otrs.checkModules?)
(3) Have you configured any queues?
(4) Have you configured any responses to be sent from these queues?
(5) Where/How did you make the SMTP changes?

My experience has been that OTRS is not shy to tell you that something is
wrong, but if it isn't configured it doesn't consider that something is
wrong.  Then is says... nothing.

LQ


> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On 
> Behalf Of Ken D'Ambrosio
> Sent: Wednesday, October 01, 2008 12:32 PM
> To: otrs@otrs.org
> Subject: [otrs] Notifications not being sent. (Help -- please!)
> 
> Hi, all.  I really want to get OTRS going, but my boss is 
> going to go for a commercial alternative if I don't figure 
> out what's up with the notifications not going out.  E-mail 
> gets sent fine from the box; that being said, I'm currently 
> pointing it via SMTP to our primary internal SMTP server.  
> And nothing.  No longs, no nuttin'.
> 
> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP';
> $Self->{'SendmailModule::Host'} = 'postal';
> $Self->{'SendmailModule::Port'} = '25';
> $Self->{'SendmailModule::AuthUser'} = '';
> $Self->{'SendmailModule::AuthPassword'} = '';
> 
> which should work fine, as postal has an open relay.  And yet 
> -- no notifications go out.  Is there something I'm missing 
> -- maybe even something really dumb?  (Oh, and, for the 
> record, this appears to be an OTRS issue, and not a mail 
> issue -- no attempts to send mail are noted in 
> /var/log/syslog, no mail is received, nothing's in the mail 
> queue.  So I do think I'm missing Something Dumb in OTRS.)
> 
> Thanks much!
> 
> -Ken

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Re: [otrs] Notifications not being sent. (Help -- please!)

[Theunis De Klerk]

> Wow.  That's a really good idea.  In
> /usr/share/otrs/Kernel/System/Email
> I see SMTP.pm and Sendmail.pm.  Since they're modules, I'm not sure how
> to
> invoke them from a self-styled Perl script and have all the correct
> variables in-place.  Is there a way, from within OTRS, to see exactly
> what
> happens when a given module is invoked?  Or is there a way to easily
> set
> up a dummy environment for me to use so I can invoke them from my own
> Perl
> script?
> 
> Thanks much for the idea!

Again, I am going out on an absolute limb here, but here is a script that
uses OTRS to send a mail. It works for me.

Just change the email addresses, and make sure the paths to the libraries
are correct in the 'use' section.

I think what you might need to do is put this file in the cgi-bin dir. Same
permissions and everything else, then edit a template and add a button
somewhere to a page. And click it and see if the mail gets sent. Running
this script from the command line as root, won't help.

HTH,
Theunis


#!/usr/bin/perl

use strict;
use FindBin qw($Bin);
use lib "$Bin/../../web-docs/otrs/";
use lib "$Bin/../../web-docs/otrs/Kernel/cpan-lib";
push (@INC, "$Bin/../../web-docs/otrs/",
"$Bin/../../web-docs/otrs/Kernel/cpan-lib");

use strict;
use Kernel::Config;
use Kernel::System::Log;
use Kernel::System::DB;
use Kernel::System::CustomerUser;
use Kernel::System::Main;
use Kernel::System::Ticket;
use Kernel::System::Email;

my $ConfigObject = Kernel::Config->new();
my $LogObject = Kernel::System::Log->new(
ConfigObject => $ConfigObject,
);
my $MainObject = Kernel::System::Main->new(
ConfigObject => $ConfigObject,
LogObject => $LogObject,
);
my $DBObject = Kernel::System::DB->new(
ConfigObject => $ConfigObject,
LogObject => $LogObject,
MainObject => $MainObject,
);

my $TimeObject = Kernel::System::Time->new(
LogObject => $LogObject,
ConfigObject => $ConfigObject,
);
my $SendObject = Kernel::System::Email->new(
ConfigObject => $ConfigObject,
LogObject => $LogObject,
DBObject => $DBObject,
MainObject => $MainObject,
TimeObject => $TimeObject,
);


$SendObject->Send(
From => '[EMAIL PROTECTED]',
To => '[EMAIL PROTECTED]',
Subject => "Test mail from OTRS",
Type => 'text/plain',
Charset => 'iso-8859-15',
Body => 'Sending a test mail from OTRS. Good luck',
);


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Re: [otrs] Notifications not being sent. (Help -- please!)

[Ken D'Ambrosio]

> I am an OTRS newbie (and most other things), so this is just throwing it
out there. Have you tried creating an test perl script (using the same
process as OTRS) that send emails, and placing it in the OTRS framework
with the same permissions etc, and then running it? That will help
determine if it isn't permissions, perl modules, local connections etc.

Wow.  That's a really good idea.  In
/usr/share/otrs/Kernel/System/Email
I see SMTP.pm and Sendmail.pm.  Since they're modules, I'm not sure how to
invoke them from a self-styled Perl script and have all the correct
variables in-place.  Is there a way, from within OTRS, to see exactly what
happens when a given module is invoked?  Or is there a way to easily set
up a dummy environment for me to use so I can invoke them from my own Perl
script?

Thanks much for the idea!

-Ken

> Like I said, just my 2c. :P
>
> Regards
> Theunis
>
>> -Original Message-
>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Ken D'Ambrosio
>> Sent: 01 October 2008 10:18 PM
>> To: User questions and discussions about OTRS.
>> Subject: Re: [otrs] Notifications not being sent. (Help -- please!)
>>
>> > Ken D'Ambrosio wrote:
>> >
>> >> Hi, all.  I really want to get OTRS going, but my boss is going to
>> go for
>> >> a commercial alternative if I don't figure out what's up with the
>> notifications not going out.  E-mail gets sent fine from the box; that
being said, I'm currently pointing it via SMTP to our primary internal
SMTP server.  And nothing.  No longs, no nuttin'.
>> [...]
>> >
>> > Can the machine running OTRS resolve 'postal' to an IP address?
>>
>> Yeah, it can, but to play it safe, I've also used IP addresses.  And I
have Postfix running locally, and tried localhost, too.  No dice.
>>
>>
>>
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Re: [otrs] Notifications not being sent. (Help -- please!)

[Theunis De Klerk]

Hi Ken,

I am an OTRS newbie (and most other things), so this is just throwing it out
there. Have you tried creating an test perl script (using the same process
as OTRS) that send emails, and placing it in the OTRS framework with the
same permissions etc, and then running it? That will help determine if it
isn't permissions, perl modules, local connections etc.

Like I said, just my 2c. :P

Regards
Theunis

> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> Ken D'Ambrosio
> Sent: 01 October 2008 10:18 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Notifications not being sent. (Help -- please!)
> 
> > Ken D'Ambrosio wrote:
> >
> >> Hi, all.  I really want to get OTRS going, but my boss is going to
> go for
> >> a commercial alternative if I don't figure out what's up with the
> notifications not going out.  E-mail gets sent fine from the box; that
> being said, I'm currently pointing it via SMTP to our primary internal
> SMTP server.  And nothing.  No longs, no nuttin'.
> [...]
> >
> > Can the machine running OTRS resolve 'postal' to an IP address?
> 
> Yeah, it can, but to play it safe, I've also used IP addresses.  And I
> have Postfix running locally, and tried localhost, too.  No dice.
> 
> 
> 
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Re: [otrs] Notifications not being sent. (Help -- please!)

[Ken D'Ambrosio]

> Ken D'Ambrosio wrote:
>
>> Hi, all.  I really want to get OTRS going, but my boss is going to go for
>> a commercial alternative if I don't figure out what's up with the
notifications not going out.  E-mail gets sent fine from the box; that
being said, I'm currently pointing it via SMTP to our primary internal
SMTP server.  And nothing.  No longs, no nuttin'.
[...]
>
> Can the machine running OTRS resolve 'postal' to an IP address?

Yeah, it can, but to play it safe, I've also used IP addresses.  And I
have Postfix running locally, and tried localhost, too.  No dice.



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Re: [otrs] Notifications not being sent. (Help -- please!)

[Nils Breunese (Lemonbit)]

Ken D'Ambrosio wrote:

Hi, all.  I really want to get OTRS going, but my boss is going to  
go for

a commercial alternative if I don't figure out what's up with the
notifications not going out.  E-mail gets sent fine from the box; that
being said, I'm currently pointing it via SMTP to our primary internal
SMTP server.  And nothing.  No longs, no nuttin'.

   $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP';
   $Self->{'SendmailModule::Host'} = 'postal';
   $Self->{'SendmailModule::Port'} = '25';
   $Self->{'SendmailModule::AuthUser'} = '';
   $Self->{'SendmailModule::AuthPassword'} = '';

which should work fine, as postal has an open relay.  And yet -- no
notifications go out.  Is there something I'm missing -- maybe even
something really dumb?  (Oh, and, for the record, this appears to be  
an
OTRS issue, and not a mail issue -- no attempts to send mail are  
noted in
/var/log/syslog, no mail is received, nothing's in the mail queue.   
So I

do think I'm missing Something Dumb in OTRS.)

Thanks much!


Can the machine running OTRS resolve 'postal' to an IP address?

Nils Breunese.
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[otrs] Notifications not being sent. (Help -- please!)

[Ken D'Ambrosio]

Hi, all.  I really want to get OTRS going, but my boss is going to go for
a commercial alternative if I don't figure out what's up with the
notifications not going out.  E-mail gets sent fine from the box; that
being said, I'm currently pointing it via SMTP to our primary internal
SMTP server.  And nothing.  No longs, no nuttin'.

$Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self->{'SendmailModule::Host'} = 'postal';
$Self->{'SendmailModule::Port'} = '25';
$Self->{'SendmailModule::AuthUser'} = '';
$Self->{'SendmailModule::AuthPassword'} = '';

which should work fine, as postal has an open relay.  And yet -- no
notifications go out.  Is there something I'm missing -- maybe even
something really dumb?  (Oh, and, for the record, this appears to be an
OTRS issue, and not a mail issue -- no attempts to send mail are noted in
/var/log/syslog, no mail is received, nothing's in the mail queue.  So I
do think I'm missing Something Dumb in OTRS.)

Thanks much!

-Ken


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Re: [otrs] Notifications to multiple owners?

[Nils Breunese (Lemonbit)]

Stefan Lesicnik wrote:


I'll appreciate any feedback on this issue of sending follow-up
notifications to multiple owners. Thanks.


To me it sounds pretty logical that only the owner of a ticket  
receives
notifications for a ticket when it is locked. Otherwise our agents  
would be
receive tons of notifications for tickets that they are not working  
on, and

what is that good for?


Sorry, not a solution to the problem, but I would like all agents to
get notified about all tickets. We have a small company (only 5 staff)
and would like to keep track of what everyone has done / is doing,
regardless of who the owner is.


You could unlock a tickets after working on it. But then there is the  
risk of forgetting to unlock tickets. I believe there may be a way to  
completely disable locking? Although then there's the risk of multiple  
agents working on the same ticket without knowing it.


Nils Breunese.
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Re: [otrs] Notifications to multiple owners?

[Niran Abeygunawardena]

Hi Nils,

Yes, on locked tickets, I understand the scenario which you describe and that 
should definitely occur. However, for an unlocked ticket, only the owner of the 
ticket gets the follow-up notification in my system.


What happens if an agent goes on holiday? Do all the tickets where the agent is 
the owner now have to be assigned to a new owner? Or does the agent just close 
all his/her tickets (as I noticed follow-up notifications appear to all agents 
when tickets are closed)?


Many thanks for your input..


Nils Breunese (Lemonbit) wrote:

To me it sounds pretty logical that only the owner of a ticket  receives 
notifications for a ticket when it is locked. Otherwise our  agents 
would be receive tons of notifications for tickets that they  are not 
working on, and what is that good for?


Nils Breunese.

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Re: [otrs] Notifications to multiple owners?

[Stefan Lesicnik]

>> I'll appreciate any feedback on this issue of sending follow-up
>> notifications to multiple owners. Thanks.
>
> To me it sounds pretty logical that only the owner of a ticket receives
> notifications for a ticket when it is locked. Otherwise our agents would be
> receive tons of notifications for tickets that they are not working on, and
> what is that good for?

Sorry, not a solution to the problem, but I would like all agents to
get notified about all tickets. We have a small company (only 5 staff)
and would like to keep track of what everyone has done / is doing,
regardless of who the owner is.

Stefan
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Re: [otrs] Notifications to multiple owners?

[Nils Breunese (Lemonbit)]

Niran Abeygunawardena wrote:

Thanks but it was already on the default option and set to notify  
everyone. Just in case, I tried testing with both options and again  
no notifications such as follow-ups are sent to the other agents  
monitoring the queue. Only the owner of the ticket gets follow-up  
notifications.


The option mentioned is only for unlocked tickets.

This must be common problem with OTRS setups. Do u have one common  
agent set up? If this is the case, this sort of defeats the purpose  
of OTRS. Or, do u change the owners to a common agent/email alias  
when done?


I'll appreciate any feedback on this issue of sending follow-up  
notifications to multiple owners. Thanks.


To me it sounds pretty logical that only the owner of a ticket  
receives notifications for a ticket when it is locked. Otherwise our  
agents would be receive tons of notifications for tickets that they  
are not working on, and what is that good for?


Nils Breunese.
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Re: [otrs] Notifications to multiple owners?

[Niran Abeygunawardena]

Thanks but it was already on the default option and set to notify everyone. Just 
in case, I tried testing with both options and again no notifications such as 
follow-ups are sent to the other agents monitoring the queue. Only the owner of 
the ticket gets follow-up notifications.


This must be common problem with OTRS setups. Do u have one common agent set up? 
If this is the case, this sort of defeats the purpose of OTRS. Or, do u change 
the owners to a common agent/email alias when done?


I'll appreciate any feedback on this issue of sending follow-up notifications to 
multiple owners. Thanks.


Mike Lykov wrote:




Is it possible to send notifications such as follow-ups to all agents
monitoring a queue instead of just to the owner of the ticket?



there is sysconfig option:

"Config Options: Ticket -> Core::PostMaster
PostmasterFollowUpOnUnlockAgentNotifyOnlyToOwner:
Send agent follow-up notification just to the owner, if a ticket is unlocked? 
The default is to send a notification to all agents, if a ticket is 
unlocked."



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Re: [otrs] Notifications to multiple owners?

[Mike Lykov]

В сообщении от Monday 29 September 2008 20:15:50 Niran Abeygunawardena 
написал(а):

> Is it possible to send notifications such as follow-ups to all agents
> monitoring a queue instead of just to the owner of the ticket?

there is sysconfig option:

"Config Options: Ticket -> Core::PostMaster
PostmasterFollowUpOnUnlockAgentNotifyOnlyToOwner:
Send agent follow-up notification just to the owner, if a ticket is unlocked? 
The default is to send a notification to all agents, if a ticket is 
unlocked."

-- 
Mike Lykov
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[otrs] Notifications not being sent.

[Ken D'Ambrosio]

OTRS 2.0 (Ubuntu package) installed; mail is received, and tickets
generated.  But nothing goes out.  I've got the following lines in my
config:
$Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self->{'SendmailModule::Host'} = 'localhost';
$Self->{'SendmailModule::Port'} = '25';
$Self->{'SendmailModule::AuthUser'} = '';
$Self->{'SendmailModule::AuthPassword'} = '';

which should work fine, as localhost has an open relay.  And yet -- no
notifications go out.  Is there something I'm missing -- maybe even
something really dumb?  (Oh, and, for the record, this appears to be an
OTRS issue, and not a mail issue -- no attempts to send mail are noted in
/var/log/syslog, no mail is received, nothing's in the mail queue.  So I
do think I'm missing Something Dumb in OTRS.)

Thanks much!

-Ken

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[otrs] Notifications to multiple owners?

[Niran Abeygunawardena]

Hi,

Is it possible to send notifications such as follow-ups to all agents
monitoring a queue instead of just to the owner of the ticket?

Thanks,
Niran


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Re: [otrs] Notifications in OTRS

[Egor Tsilenko]

To get notifications for new tickets you have to select some needed  
queues in Preferences module ( see my queues) and check user details  
from administration module (see get new notifications or smth like this)

--
Good luck

Sent from my iPhone

On 03.07.2008, at 22:44, Alex <[EMAIL PROTECTED]> wrote:


Hi guys
I need help. I tried to set notifications for new tickets in 2.2.5  
version by different ways, but without any result. I can see  
notification only in OTRS and have not got them for my  mail.

May be somebody could help me ?
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[otrs] Notifications in OTRS

[Alex]

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RE: [otrs] Notifications

[Lars Jørgensen]

> I'd disable the other one, as there could be other types of notes  
> added to a ticket and the owner would not receive a notification. Of  
> course, that could be the way you want it to be.

I see your point but the most important thing is to inform agents that they 
have new tickets assigned to them.

I can disable the Agent::NewTicket in the preferences. Where do I disable 
Agent::AddNote?

And now that I am looking into notifications I discover another oddity:

1. The supervisor assigns a ticket to Eve
2. Eve solves the ticket and closes it.
3. The customer replies with follow-up.
4. The ticket is re-opened and an Agent::FollowUp notification is sent to Adam

Why Adam? He had nothing to do with that ticket. 


-- 
Lars
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Re: [otrs] Notifications

[Nils Breunese (Lemonbit)]

Lars Jørgensen wrote:


Our Agents are getting swamped in notifications.

When a supervisor assigns a ticket to an agent, they get an  
Agent::OwnerUpdate. Since the supervisor is required to enter a note  
on the ticket when assigning ownership of the tickey, the agent also  
gets an Agent::AddNote notification. Which contains exactly the same  
info as the Agent::OwnerUpdate since the note is also included there.


I can control some notifications in the Agent preferences, but not  
all. Is there some way to suppres til Agent::AddNote notification?  
Ideally I would like both to work but if agents have to receive two  
near-identical emails when they're assigned a ticket, I will have to  
do without one of them and that would be the Agent::AddNote.


I'd disable the other one, as there could be other types of notes  
added to a ticket and the owner would not receive a notification. Of  
course, that could be the way you want it to be.


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[otrs] Notifications

[Lars Jørgensen]

Hi.

Our Agents are getting swamped in notifications.

When a supervisor assigns a ticket to an agent, they get an Agent::OwnerUpdate. 
Since the supervisor is required to enter a note on the ticket when assigning 
ownership of the tickey, the agent also gets an Agent::AddNote notification. 
Which contains exactly the same info as the Agent::OwnerUpdate since the note 
is also included there.

I can control some notifications in the Agent preferences, but not all. Is 
there some way to suppres til Agent::AddNote notification? Ideally I would like 
both to work but if agents have to receive two near-identical emails when 
they're assigned a ticket, I will have to do without one of them and that would 
be the Agent::AddNote.


-- 
Lars Jørgensen
Netværksadministrator
Gyldendal A/S
Tlf. 33 75 57 95 
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[otrs] notifications + sendmail_bcc

[Mike Lykov]

Hi all.

We install OTRS instead of simple email ping-pong inside company, but we want 
to archive our activity in email also.
if I reply to customer in OTRS, my coworker want to reveive copy of that 
answer to email.
therefore i set sendmail_bcc address in configuration, and all outgoing 
letters sent to special alias (from this alias emails sent to archive and all 
concerned people)

BUT!

if any of us turn on any notification in our preferences, notifications sent 
to him AND to that special alias, and to all through it.

All receivers from alias want to receive only real answers, made by humans, 
and do not want to receive notifications from robot, not addressed to them.

can I configure OTRS for this situation - notificatios to one who want it and 
only real answers to sendmail_bcc address?

May be anybody have a self-made patch for this behavior?

Mike
system administrator



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[otrs] Notifications

[Petar Kazakov]

Hi guys,

Did someone tried to make those 4 types of notifications (New ticket, Follow
up, ticket lock timeout and Moved ticket) per each queue.

Not just for all queues together or just those selected as "My Queues", but
really for each individual queue.

Or is there such feature for next versions of the OTRS?

 

 

Thanks in advance,

Peter

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[otrs] notifications for all changes on tickets in queue

[Jan Kester]

Hello,

I am looking how to use otrs for us. I like it so far!
I have one question there:

I would like to send a cc-copy email to a mailing group for every change
on every ticket in a certain queue. In that way certain persons with us
always get informed about what is going on.

My idea was to create users, and for each of them set the preferences to
receive notifications, and set the specific queue in my-queues.
In the notification administration I have seen notifications for:
AddNote
Escalation
FollowUp
LockTimeOut
Move
NewTicket
OwnerUpdate
PendingRewinds

To get informed about all changes I guess I could do with NewTicket and
FollowUp. I assume that that correlates to the settings New Ticket
Notification, Follow Up Notification.
Only, I have seen in my preferences that the follow up notification only
is sent to the owner of the ticket: so I assume only to the email
address of the owner, and not to a certain email address of a mailing
group.

How could I solve my problem?
So far I have thought of giving all of my users the same email address,
namely the email address of the mailing group.
There are no settings for the queue where you can set cc-mail for every
action taken on the queue items?

Regards, Jan Kester.


-- 
Jan Kester * Quality Manager * SunGard * EXP EMEA * SunGard * Solmsstr. 2 - 22, 
60486 Frankfurt am Main, Deutschland * Tel +49 69 70768 560 * [EMAIL PROTECTED] 
* http://www.sungard.com/de/expcarnot

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Leading the way, or just keeping up, is a constant challenge. What's needed is 
a versatile, manageable framework in which Innovation and Transformation can 
take place. SunGard Europa will explore the regulations, the technology and the 
economic catalysts transforming Europe's business environment. Our solution 
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help you seize the opportunity by sustaining Innovation and Transformation for 
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Re: [otrs] Notifications

[Alexander Scholler]

Hi Gonzalo,

Gonzalo Servat schrieb:
> Hi All,
> 
> I've just switched from RT to OTRS (RT is great, but it
> requires too many dependencies and far too advanced for my needs). So
> far I have everything pretty much how I want it. The only thing I'd like
> to be able to do is configure events, for example if I change the state
> of a ticket to Closed, THEN send an e-mail to the user. For any other
> state, don't send anything. Is this possible?

You can configure events in OTRS - see
Ticket::EventModulePost###1-ForceStateChangeOnLock and following.
The problem is:
* not well documented yet
* really everything can be done, but not out of the box - you have to
write your own modules, but you can use the existing modules as template

I suggest do search the mail-archive - sending a mail on ticket-closure
was often topic on past mailings.
> 
> Thanks!
> 
> Regards,
> Gonzalo

Bye, Alex
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[otrs] Notifications

[Gonzalo Servat]

Hi All,

   I've just switched from RT to OTRS (RT is great, but it requires
too many dependencies and far too advanced for my needs). So far I have
everything pretty much how I want it. The only thing I'd like to be able to
do is configure events, for example if I change the state of a ticket to
Closed, THEN send an e-mail to the user. For any other state, don't send
anything. Is this possible?

Thanks!

Regards,
Gonzalo
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[otrs] notifications CUSTOMER

[daniele.otrs]

Hi,
If a CUSTOMER opens ticket he it comes notified when AGENT takes in management 
the ticket. It is possible not to send the notifications to a single CUSTOMER?

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RE: [otrs] notifications

[Bartsch, Martin msg asp gmbh]

Title: Nachricht



Customer not. must be enabled in the queue 
configuration.
Agent 
not. must be set in the personal setting  / prefered 
queues.
 
-Original Message-From: 
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of 
[EMAIL PROTECTED]Sent: Tuesday, October 10, 2006 11:32 
AMTo: User questions and discussions about OTRS.orgCc: 
User questions and discussions about OTRS.orgSubject: Réf. : [otrs] 
notifications

  
  
  Have you tried to use the Admin page and System Config to make the 
  changes ? 
   
  I am not sure that modifying directly the ZZZ file is sufficient.
   
  $Self->{'Ticket::Frontend::NoteTypes'} 
  =  { 
  
    
  'note-external' => '1', 
    
  'note-internal' => '1', 
    
  'note-report' => '0', 
      
  }; 
  
  [EMAIL PROTECTED] a écrit : 
  -
  Pour 
: "User questions and discussions about OTRS.org" 
De : "Mamakwa M. Sefiri" 
<[EMAIL PROTECTED]>Envoyé par : [EMAIL PROTECTED]Date : 
10/10/2006 11:11AMObjet : [otrs] notifications

Good 
day

I have send emails before on 
this issue, I got responses from you but still notifications are not 
working. 
I need your help regarding the 
otrs system, am trying to activate notifications to customer, need the 
system to send notifications to customers when their calls have been 
closed.I have read the manual no 
genericagent but it is not clear to me. 
I have put the lines in 
Auto.pm 
$Self->{'Ticket::Frontend::NoteTypes'} 
=  { 
  
'note-external' => '1', 
  
'note-internal' => '0', 
  
'note-report' => '0', 
    
}; 
I have put the lines in 
Config.pm 
$Self->{DefaultNoteTypes} 
= { 
    
'note-internal' => 1, 
    
'note-external' => 1, 
    
'note-report' => 1, 
    
}; 
I would really appreciate your 
advice. 
Mamakwa 

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Réf. : [otrs] notifications

[franck . lamas]

Have you tried to use the Admin page and System Config to make the changes ?  I am not sure that modifying directly the ZZZ file is sufficient. $Self->{'Ticket::Frontend::NoteTypes'} =  {   'note-external' => '1',   'note-internal' => '1',   'note-report' => '0',     };  [EMAIL PROTECTED] a écrit : -Pour : "User questions and discussions about OTRS.org" De : "Mamakwa M. Sefiri" <[EMAIL PROTECTED]>Envoyé par : [EMAIL PROTECTED]Date : 10/10/2006 11:11AMObjet : [otrs] notificationsGood day I have send emails before on this issue, I got responses from you but still notifications are not working. I need your help regarding the otrs system, am trying to   activate notifications to customer, need the system to send notifications to   customers when their calls have been closed.I have read the manual no genericagent but it is not clear to me. I have put the lines in Auto.pm $Self->{'Ticket::Frontend::NoteTypes'} =  {   'note-external' => '1',   'note-internal' => '0',   'note-report' => '0',     }; I have put the lines in Config.pm $Self->{DefaultNoteTypes} = {     'note-internal' => 1,     'note-external' => 1,     'note-report' => 1,     }; I would really appreciate your advice. Mamakwa  ___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport orr consulting for your OTRS system?=> http://www.otrs.com/___
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[otrs] notifications

[Mamakwa M. Sefiri]

Good day

 

I have send emails before on this issue, I got responses from
you but still notifications are not working.

I need your
help regarding the otrs system, am trying to activate notifications to
customer, need the system to send notifications to customers when their calls
have been closed. I have read the manual
no genericagent but it is not clear to me.

I have put
the lines in Auto.pm

$Self->{'Ticket::Frontend::NoteTypes'}
=  { 

 
'note-external' => '1', 

 
'note-internal' => '0', 

 
'note-report' => '0', 

   
}; 

I have put
the lines in Config.pm

$Self->{DefaultNoteTypes} = { 

    'note-internal' => 1,


    'note-external' => 1,


    'note-report' => 1, 

    }; 

I would
really appreciate your advice.

Mamakwa

 






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[otrs] Notifications about new tickets which came through the Web-Frontend

[Juergen Tolksdorf]

Hi,
 
when my customer creates tickets via E-Mail all of my Users are getting E-Mail Notifications about the newly created ticket. If the customer created the ticket in the Web-Frontend, no of the users which are subscribed to this queue are getting any e-mail notification. Can I change that behavior?
 
regards
HilmarGesucht, gefunden: Testen Sie Windows Live Suche für Mobile - Beta
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[otrs] notifications for unlocked tickets

[Christian Lox]

Hi!

Is it possible to send notifications for unlocked tickets not just
to the owner of that ticket, but to all subscribers of that specific
queue?
If yes, how? :)
Thanks,
Christian

-- 
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you need visions.
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Re: [otrs] Notifications

[Volker . Lipper]

queuesettings.

li

[EMAIL PROTECTED] schrieb am 08.03.2006 22:37:04:

> How can I disable notifications for en::Customer::OwnerUpdate - my
customers
> don't need to know if the ticket changed owners
> 
> 
> Thanks
> 
> 
> Dan Metcalf
> Wireless Broadband Systems
> www.wbisp.com
> 781-566-2053 ext 6201
> 1-888-wbsystem (888) 927-9783
> 
> 
> > -Original Message-
> > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of
> > Jennifer Valdez
> > Sent: Wednesday, March 08, 2006 3:03 PM
> > To: otrs@otrs.org; dev@otrs.org
> > Subject: [otrs] Notifications
> > 
> > This problem has become somewhat urgent.
> > When the system sends an email to the customer, the sender and
reply-to
> > address is the queue and queue email address respectively. However,
when
> > a notification is sent to an agent, the sender and the reply-to
is set in
> > Config Options: Framework -> Core  NotificationSenderName
and
> > NotificationSenderEmail.
> > I have tried setting this to the variable 
with no luck.
> > I would like to have notifications sent from the appropriate
queue
> > instead of from one single address. Is this possible?
> > To illustrate: I have a queue called "SysAdmin" with
an email of
> > "[EMAIL PROTECTED]".
> > Can the notifications be from "SysAdmin <[EMAIL PROTECTED]>"
> > instead of "OTRS Notification Master <[EMAIL PROTECTED]>"
???
> > 
> > If anyone has a solution, I would be glad to hear it.
> > 
> > Thanks,
> > Jennifer Valdez
> > ___
> > 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 oder Consulting für Ihr OTRS System?
> > => http://www.otrs.de/
> > 
> > 
> > --
> > No virus found in this incoming message.
> > Checked by AVG Free Edition.
> > Version: 7.1.375 / Virus Database: 268.2.0/276 - Release Date:
03/07/2006
> > 
> 
> -- 
> No virus found in this outgoing message.
> Checked by AVG Free Edition.
> Version: 7.1.375 / Virus Database: 268.2.0/276 - Release Date: 03/07/2006
>  
> 
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Re: [otrs] Notifications

[mike conigliaro]

i believe you can do this through the web ui.  its in the options for
the queue.

[EMAIL PROTECTED] wrote:
> How can I disable notifications for en::Customer::OwnerUpdate - my customers
> don't need to know if the ticket changed owners
> 
> 
> Thanks
> 
> 
> Dan Metcalf
> Wireless Broadband Systems
> www.wbisp.com
> 781-566-2053 ext 6201
> 1-888-wbsystem (888) 927-9783
> 
> 
>> -Original Message-
>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
>> Jennifer Valdez
>> Sent: Wednesday, March 08, 2006 3:03 PM
>> To: otrs@otrs.org; dev@otrs.org
>> Subject: [otrs] Notifications
>>
>> This problem has become somewhat urgent.
>> When the system sends an email to the customer, the sender and reply-to
>> address is the queue and queue email address respectively. However, when
>> a notification is sent to an agent, the sender and the reply-to is set in
>> Config Options: Framework -> Core  NotificationSenderName and
>> NotificationSenderEmail.
>> I have tried setting this to the variable  with no luck.
>> I would like to have notifications sent from the appropriate queue
>> instead of from one single address. Is this possible?
>> To illustrate: I have a queue called "SysAdmin" with an email of
>> "[EMAIL PROTECTED]".
>> Can the notifications be from "SysAdmin <[EMAIL PROTECTED]>"
>> instead of "OTRS Notification Master <[EMAIL PROTECTED]>" ???
>>
>> If anyone has a solution, I would be glad to hear it.
>>
>> Thanks,
>> Jennifer Valdez
>> ___
>> 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 oder Consulting für Ihr OTRS System?
>> => http://www.otrs.de/
>>
>>
>> --
>> No virus found in this incoming message.
>> Checked by AVG Free Edition.
>> Version: 7.1.375 / Virus Database: 268.2.0/276 - Release Date: 03/07/2006
>>
> 

-- 
Mike Conigliaro
ProActive Technologies
[EMAIL PROTECTED]
203.239.0440 ext.17
http://www.getproactivenow.com
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[otrs] Notifications

[danlist]

How can I disable notifications for en::Customer::OwnerUpdate - my customers
don't need to know if the ticket changed owners


Thanks


Dan Metcalf
Wireless Broadband Systems
www.wbisp.com
781-566-2053 ext 6201
1-888-wbsystem (888) 927-9783


> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> Jennifer Valdez
> Sent: Wednesday, March 08, 2006 3:03 PM
> To: otrs@otrs.org; dev@otrs.org
> Subject: [otrs] Notifications
> 
> This problem has become somewhat urgent.
> When the system sends an email to the customer, the sender and reply-to
> address is the queue and queue email address respectively. However, when
> a notification is sent to an agent, the sender and the reply-to is set in
> Config Options: Framework -> Core  NotificationSenderName and
> NotificationSenderEmail.
> I have tried setting this to the variable  with no luck.
> I would like to have notifications sent from the appropriate queue
> instead of from one single address. Is this possible?
> To illustrate: I have a queue called "SysAdmin" with an email of
> "[EMAIL PROTECTED]".
> Can the notifications be from "SysAdmin <[EMAIL PROTECTED]>"
> instead of "OTRS Notification Master <[EMAIL PROTECTED]>" ???
> 
> If anyone has a solution, I would be glad to hear it.
> 
> Thanks,
> Jennifer Valdez
> ___
> 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 oder Consulting für Ihr OTRS System?
> => http://www.otrs.de/
> 
> 
> --
> No virus found in this incoming message.
> Checked by AVG Free Edition.
> Version: 7.1.375 / Virus Database: 268.2.0/276 - Release Date: 03/07/2006
> 

-- 
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.1.375 / Virus Database: 268.2.0/276 - Release Date: 03/07/2006
 

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[otrs] Notifications

[Jennifer Valdez]

This problem has become somewhat urgent.
When the system sends an email to the customer, the sender and reply-to
address is the queue and queue email address respectively. However, when
a notification is sent to an agent, the sender and the reply-to is set in
Config Options: Framework -> Core  NotificationSenderName and
NotificationSenderEmail.
I have tried setting this to the variable  with no luck.
I would like to have notifications sent from the appropriate queue
instead of from one single address. Is this possible?
To illustrate: I have a queue called "SysAdmin" with an email of
"[EMAIL PROTECTED]".
Can the notifications be from "SysAdmin <[EMAIL PROTECTED]>" 
instead of "OTRS Notification Master <[EMAIL PROTECTED]>" ???

If anyone has a solution, I would be glad to hear it.

Thanks,
Jennifer Valdez
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[otrs] Notifications

[pepialba]

Hi,

    I’ve a doubte. We’re
using otrs as our trouble ticket system, and we have a little problem. We have
configured the notifications to customers, but we only want to notify when a
customer open a new ticket and when the ticket is closed, but not when the
ticket has been changed of state, only the state closed. Is it possible to do?

 

Thanks a lot.

 

 




 
  
 
 
  
  
 


 

 






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[otrs] Notifications straightened.

[Yaroslav Klyukin]

In "Agent" interface:
There was a problem that I had to deal with - the "Follow Up" 
notifications were sent to the owner of a ticket only.
We wanted it to be sent to everybody who chooses to receive follow-up 
notifications for a specific queue in his "Preferences".
This patch does that - it allows every agent to receive an update.

I have also patched OTRS to send notifications with a "From" being a 
real queue e-mail address, not a generic one.
This allows replies to notifications end up in the right place.

Hopefully, it can be merged into the main source.
Have fun!

diff -urN otrs-orig/Kernel/System/Ticket/Article.pm 
otrs/Kernel/System/Ticket/Article.pm
--- otrs-orig/Kernel/System/Ticket/Article.pm   2004-10-14 15:17:54.0 
+
+++ otrs/Kernel/System/Ticket/Article.pm2005-04-21 10:59:52.0 
+
@@ -292,15 +292,24 @@
 }
 }
 elsif ($Param{HistoryType} =~ /^FollowUp$/i || $Param{HistoryType} =~ 
/^AddNote$/i) {
-# get owner
-my ($OwnerID, $Owner) = $Self->OwnerCheck(TicketID => 
$Param{TicketID});
-if ($OwnerID ne $Self->{ConfigObject}->Get('PostmasterUserID') && 
$OwnerID ne $Param{UserID}) {
-my %Preferences = $Self->{UserObject}->GetUserData(UserID => 
$OwnerID);
-if ($Preferences{UserSendFollowUpNotification}) {
-# send notification
+
+#
+# Changed by Yaroslav Klyukin
+# Sends notification to everybody who chooses to receive Follow-Ups in his 
preferences, not only if he is the owner.
+# 04/21/05
+#
+
+   foreach ($Self->GetSubscribedUserIDsByQueueID(QueueID => 
$Ticket{QueueID})) {
+   my %UserData = $Self->{UserObject}->GetUserData(
+UserID => $_,
+Cached => 1,
+Valid => 1,
+);
+if ($UserData{UserSendFollowUpNotification}) {
+
 $Self->SendAgentNotification(
 Type => $Param{HistoryType},
-UserData => \%Preferences,
+UserData => \%UserData,
 CustomerMessageParams => \%Param,
 TicketID => $Param{TicketID},
 Queue => $Param{Queue},
@@ -1751,9 +1760,16 @@
 $Notification{Subject} =~ 
s{}{$Self->{ConfigObject}->Get($1)}egx;
 
 # send notify
+
+#
+# Changed by Yaroslav Klyukin
+# Make notifications originate from the Queue E-mail address, not from a 
generic one.
+# 04/21/05
+#
+my %Address = $Self->{QueueObject}->GetSystemAddress(QueueID => 
$Article{QueueID});
+
 $Self->{SendmailObject}->Send(
-From => $Self->{ConfigObject}->Get('NotificationSenderName').
- ' <'.$Self->{ConfigObject}->Get('NotificationSenderEmail').'>',
+From => "$Address{RealName} <$Address{Email}>",
 To => $User{UserEmail},
 Subject => $Notification{Subject},
 Type => 'text/plain',
@@ -1773,7 +1789,7 @@
 # log event
 $Self->{LogObject}->Log(
 Priority => 'notice',
-Message => "Sent agent '$Param{Type}' notification to 
'$User{UserEmail}'.",
+Message => "Sent agent '$Param{Type}' notification from 
'<$Address{Email}>' to '$User{UserEmail}'.",
 );
 
 return 1;
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Re: [otrs] Notifications not being sent

[Dave Cramer]

Ronny,
I've figured it out, thanks for the response.
Dave
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[otrs] Notifications not being sent

[Ronny]

[EMAIL PROTECTED] wrote:

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Today's Topics:

   1. Re: notifications not being sent (Victor Rodriguez Cortes
   2. Re: customer authentication with hashed passwords
  (Victor Rodriguez Cortes)


--

Message: 1
Date: Mon, 14 Mar 2005 09:11:39 +0100
From: "Victor Rodriguez Cortes" <[EMAIL PROTECTED]>
Subject: Re: [otrs] notifications not being sent
To: "User questions and discussions about OTRS." 
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=ISO-8859-1

	Hello,

	How are you sending mails? Maybe they are stuck on your mail server or on 
the local sendmail queue -> http://doc.otrs.org/1.3/en/html/sending-email.html

	Or maybe they are not even sent! Umm... take a look at the OTRS log 
(syslog by default). And set up cron jobs! -> 
http://doc.otrs.org/1.3/en/html/cronjob.html

	Bye!


On 11 Mar 2005 at 15:41, Dave Cramer wrote:

  


  
Hi,

I've set up notifications but they aren't being sent. Can someone point 
me to where to look to debug ?

  



  
Besides enabling them in the queues seems you have to do the particular Agent and customer .try that if you haven't
  

Ronny

  

I've enabled them for my queue already.

Dave

-- 
Dave Cramer
http://www.postgresintl.com
519 939 0336
ICQ#14675561

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---
Victor R. Rodriguez
Departamento de Sistemas
Valoraciones del Mediterraneo, S.A.
---


--

Message: 2
Date: Mon, 14 Mar 2005 09:11:40 +0100
From: "Victor Rodriguez Cortes" <[EMAIL PROTECTED]>
Subject: Re: [otrs] customer authentication with hashed passwords
To: "User questions and discussions about OTRS." 
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=US-ASCII

	Hi!

	Thinking it as I write: you should look for a function that converts the password 
you receive via the web interface to the hash type used by SQLServer (I don't know 
which one is, maybe Sir Google helps you ;). Then you should be able to check the 
password with SQLServer, and allow access if it's correct. A new auth module for 
OTRS may be needed, so that it can connect to SQLServer.

	Bye!



On 12 Mar 2005 at 19:52, C D Patrick McEvoy wrote:

  
  
Hello all,

I'm keen to set up customer authentication with our external MS SQL Server
db. I only problem is that we hash our customer passwords. I'm sure there
will be a way around this, or perhaps someone has already done it.

If anyone has any pointers they would be very welcome. 

Also since this my first post I would like to thank everyone that has had
something to do with OTRS. It is a great piece of software and I would
highly recommend it.

---
Kind regards,
C D Patrick McEvoy

ViaVillas Limited
Managing Director
[EMAIL PROTECTED]


  
  


---
Victor R. Rodriguez
Departamento de Sistemas
Valoraciones del Mediterraneo, S.A.
---


--

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End of otrs Digest, Vol 20, Issue 17


  



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***
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  \ ,,   ,,/
***



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Re: [otrs] notifications not being sent

[Victor Rodriguez Cortes]

Hello,

How are you sending mails? Maybe they are stuck on your mail server or 
on
the local sendmail queue -> http://doc.otrs.org/1.3/en/html/sending-email.html

Or maybe they are not even sent! Umm... take a look at the OTRS log
(syslog by default). And set up cron jobs! ->
http://doc.otrs.org/1.3/en/html/cronjob.html

Bye!


On 11 Mar 2005 at 15:41, Dave Cramer wrote:

> Hi,
>
> I've set up notifications but they aren't being sent. Can someone point
> me to where to look to debug ?
>
> I've enabled them for my queue already.
>
> Dave
>
> --
> Dave Cramer
> http://www.postgresintl.com
> 519 939 0336
> ICQ#14675561
>
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---
Victor R. Rodriguez
Departamento de Sistemas
Valoraciones del Mediterraneo, S.A.
---

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[otrs] notifications not being sent

[Dave Cramer]

Hi,
I've set up notifications but they aren't being sent. Can someone point 
me to where to look to debug ?

I've enabled them for my queue already.
Dave
--
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http://www.postgresintl.com
519 939 0336
ICQ#14675561
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Re: [otrs] Notifications only sent to 3 users of a group instead of ALL

[Martin Edenhofer]

Hi Ralf,

On Tue, Nov 04, 2003 at 04:44:32PM +0100, Stoetzel Ralf wrote:
> we are using version 1.1.3 on a windows server with mySQL as DB.
> We have groups with more than 5 users attached to one ore more queues.
> When now e.g. the ticket is moved to a new queue, all members of the
> group which is linked to the
> just selected queue should get an email notification.
> For some reason only 3, and always the same 3, user will receive the
> mail notification. The other
> group members will not.
> Is there somewhere a setting or a line of code that needs to be changed
> in order to have ALL group-members notified ?

Each user can select there own custom queues for notifications. Take care
that each on the 5 user selected this "queue" as custom queue and turned
the notification on in the preferences screen.

See also: 
http://doc.otrs.org/1.1/html/system-notification.html#SYSTEM-NOTIFICATION-AGENT

> Regards
> Ralf

  Martin 

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[otrs] Notifications only sent to 3 users of a group instead of ALL

[Stoetzel Ralf]

Hi 
all,
 
we are using version 
1.1.3 on a windows server with mySQL as DB.
We have groups with 
more than 5 users attached to one ore more queues.
When now e.g. the 
ticket is moved to a new queue, all members of the group which is linked to 
the
just selected queue 
should get an email notification.
For some reason only 
3, and always the same 3, user will receive the mail notification. The 
other
group members will 
not.
Is there somewhere a 
setting or a line of code that needs to be changed in order to have ALL 
group-
members notified 
?
 
Regards
Ralf
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