Re: [otrs] Generic Agent - causing ticket events

[Alvaro Cordero]

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

Best Regards

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

> Is there a list of valid Ticket Events? I am unable to locate such in the
> documentation.
>
> --
> ---
> -  Nick Bright-
> -  Vice President of Technology   -
> -  Valnet -=- We Connect You -=-  -
> -  Tel 888-332-1616 x 315 / Fax 620-331-0789  -
> -  Web http://www.valnet.net/ -
> ---
> - Are your files safe?-
> - Valnet Vault - Secure Cloud Backup  -
> - More information & 30 day free trial at -
> - http://www.valnet.net/services/valnet-vault -
> ---
>
> This email message and any attachments are intended solely for the use of
> the addressees hereof. This message and any attachments may contain
> information that is confidential, privileged and exempt from disclosure
> under applicable law. If you are not the intended recipient of this
> message, you are prohibited from reading, disclosing, reproducing,
> distributing, disseminating or otherwise using this transmission. If you
> have received this message in error, please promptly notify the sender by
> reply E-mail and immediately delete this message from your system.
>
> -
> 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 RetanaConsultor de Tecnologias*
*Tel: 22585757 ext 123*
*Email:* alv...@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] Generic Agent - causing ticket events

[Nick Bright]

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


--
---
-  Nick Bright-
-  Vice President of Technology   -
-  Valnet -=- We Connect You -=-  -
-  Tel 888-332-1616 x 315 / Fax 620-331-0789  -
-  Web http://www.valnet.net/ -
---
- Are your files safe?-
- Valnet Vault - Secure Cloud Backup  -
- More information & 30 day free trial at -
- http://www.valnet.net/services/valnet-vault -
---

This email message and any attachments are intended solely for the use of the 
addressees hereof. This message and any attachments may contain information 
that is confidential, privileged and exempt from disclosure under applicable 
law. If you are not the intended recipient of this message, you are prohibited 
from reading, disclosing, reproducing, distributing, disseminating or otherwise 
using this transmission. If you have received this message in error, please 
promptly notify the sender by reply E-mail and immediately delete this message 
from your system.

-
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] Generic Agent Not Running

[Nick Lapp]

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

Nick

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

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

cat /opt/otrs/var/cron/*


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

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

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

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

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

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

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

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

Any help would be much appreciated!

Nick

-
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] Generic Agent Not Running

[Gerald Young]

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

cat /opt/otrs/var/cron/*



On Sat, Dec 15, 2012 at 1:37 PM, Nick Lapp wrote:

>  Below is a screenshot of all the files in otrs/var/cron/.  If I’m
> understanding you correctly, I should remove the .dist from
> survey_trigger_send_requests.dist and then re-run the Cron.sh?
>
> ** **
>
> 
>
> ** **
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Gerald Young
> *Sent:* Saturday, December 15, 2012 10:24 AM
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] Generic Agent Not Running
>
> ** **
>
> essentially, Cron.sh cats all the otrs/var/cron/* files into the otrs
> crontab.
>
> check to make sure the files are all .dist or without .dist, and no other
> cruft exists in that folder as the files' contents will be added verbatim
> to cron. (all files without .dist in linux, all files, period, (IIRC) in
> windows).
>
> ** **
>
> On Sat, Dec 15, 2012 at 1:17 PM, Nick Lapp 
> wrote:
>
> Hello all!
>
>  
>
> I just updated from 3.1.10 to 3.1.12 and for some reason my generic agent
> jobs stopped running.  I did a bit of research and I think I found the
> issue but am not sure how to resolve it.  Below are the commands that I
> have run and their results:
>
>  
>
> [root@IMESD-OTRS bin]# crontab -l -u root
>
> no crontab for root
>
> [root@IMESD-OTRS bin]# crontab -l -u otrs
>
> no crontab for otrs
>
> [root@IMESD-OTRS bin]# ./Cron.sh restart otrs
>
> /opt/otrs/bin
>
> Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $>
>
> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
>
> /opt/otrs/bin
>
> Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $>
>
> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
>
> no crontab for otrs
>
> failed
>
> /opt/otrs/bin
>
> Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $>
>
> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
>
> "/opt/otrs/var/tmp/otrs-cron-tmp.1748":109: bad minute
>
> errors in crontab file, can't install.
>
> Failed
>
>  
>
> I also verified the following lines in the generic agent cron files:
>
> /opt/otrs/var/cron/generic_agent
>
> */20 * * * *$HOME/bin/otrs.GenericAgent.pl >>
> /dev/null
>
> /opt/otrs/var/cron/generic_agent-database
>
> */10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >>
> /dev/null
>
>  
>
> Any help would be much appreciated!
>
>  
>
> Nick
>
>
> -
> 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] Generic Agent Not Running

[Nick Lapp]

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

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

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

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

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

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

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

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

Any help would be much appreciated!

Nick

-
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] Generic Agent Not Running

[Gerald Young]

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


On Sat, Dec 15, 2012 at 1:17 PM, Nick Lapp wrote:

>  Hello all!
>
> ** **
>
> I just updated from 3.1.10 to 3.1.12 and for some reason my generic agent
> jobs stopped running.  I did a bit of research and I think I found the
> issue but am not sure how to resolve it.  Below are the commands that I
> have run and their results:
>
> ** **
>
> [root@IMESD-OTRS bin]# crontab -l -u root
>
> no crontab for root
>
> [root@IMESD-OTRS bin]# crontab -l -u otrs
>
> no crontab for otrs
>
> [root@IMESD-OTRS bin]# ./Cron.sh restart otrs
>
> /opt/otrs/bin
>
> Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $>
>
> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
>
> /opt/otrs/bin
>
> Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $>
>
> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
>
> no crontab for otrs
>
> failed
>
> /opt/otrs/bin
>
> Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $>
>
> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/
>
> "/opt/otrs/var/tmp/otrs-cron-tmp.1748":109: bad minute
>
> errors in crontab file, can't install.
>
> Failed
>
> ** **
>
> I also verified the following lines in the generic agent cron files:
>
> /opt/otrs/var/cron/generic_agent
>
> */20 * * * *$HOME/bin/otrs.GenericAgent.pl >>
> /dev/null
>
> /opt/otrs/var/cron/generic_agent-database
>
> */10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >>
> /dev/null
>
> ** **
>
> Any help would be much appreciated!
>
> ** **
>
> Nick
>
> -
> 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] Generic Agent and Time based creation

[Gerald Young]

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


On Fri, Oct 26, 2012 at 1:52 PM, Gadow, Shawn  wrote:

> I read in this thread about this but has anything been done with this yet?
> 
>
>
> https://otrsteam.ideascale.com/a/dtd/automatically-creation-of-tickets-bei-time-schedule/105471-10369
> 
>
> ** **
>
> I would really like to use generic agent or an addon to schedule a ticket
> to be created once a month or once a year or some other time variation
> rather than just setting a ticket to pending state each time it comes up.*
> ***
>
> ** **
>
> ** **
>
> Thank you,
>
> Shawn Gadow
>
> Network Administrator
>
> Oregon CUSD 220
>
> ** **
>
> *“Security is when everything is settled*. *When nothing can happen to
> you. Security is the denial of life*.” – Germaine Greer
>
> ** **
>
> -
> 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] Generic Agent

[Garabed Yegavian]

I went back to my original server I was using to test but it works so I guess I 
will just use it for production no biggie. Now the reason why I am struggling 
through all of this and why I installed OTRS. What I have been trying to do is 
create a ticket for a Service outage that will alert all the customers that are 
affected by the outage. So far I have been able to create a ticket and have 
that ticket sent to all customers under the Service Area X group. I set a 
pending date on the ticket to the time and day the outage will occur. I create 
a generic agent that Filters for SUBJECT "Service Outage Notification Los 
Angeles" and PENDING TIMES "Ticket pending time has reached last 05 minutes". 
My Ticket Action is to SET NEW STATE "in process". 
Now the issue I am running into is that it never changes the state to in 
process. This is killing me! any ideas? 


Thank you,

  Garabed Yegavian

  323.465.6772 x3414





-
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] Generic Agent

[Rory]

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

sudo crontab -u fireline -l

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

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

cd /opt/otrs/var/cron

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

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

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

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

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

sudo crontab -u fireline -l


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

Let us know how you get on with that.

Kind regards,
Rory

On 12 October 2011 21:24, Garabed Yegavian
 wrote:
> I went through the instructions and for some reason it is still not working. 
> If I do crontab -l after all of this I do not get anything, it does not say 
> no cron jobs but it doesn't display anything?
>
>
>
>
> Thank you,
>
>  Garabed Yegavian
>
>  323.465.6772 x3414
>
-
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] Generic Agent

[Garabed Yegavian]

I went through the instructions and for some reason it is still not working. If 
I do crontab -l after all of this I do not get anything, it does not say no 
cron jobs but it doesn't display anything?




Thank you,

  Garabed Yegavian

  323.465.6772 x3414

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Thursday, October 06, 2011 1:25 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 37, Issue 9

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
otrs-requ...@otrs.org

You can reach the person managing the list at
otrs-ow...@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1. Re:  Generic Agent (Rory)
   2. Re:  New line automatically inserted in event based
  Notifications (Gerald Young)
   3. Re:  Stats about escalations (Michiel Beijen)
   4.  ACL Ticket Type-Service (Carlos Andr?s Gallego Arboleda)
   5. Re:  ACL Ticket Type-Service (Nils Leideck)


--

Message: 1
Date: Thu, 6 Oct 2011 13:45:18 +0100
From: Rory 
Subject: Re: [otrs] Generic Agent
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset=ISO-8859-1

Hi Garabed,

We can see now that your Cron jobs are running correctly from this line;
Oct  5 08:55:01 support CRON[32664]: (fireline) CMD (date)

So the next thing to do is get the OTRS cron jobs included in the crontab.

Firstly log in as your otrs user, fireline.
List the current items of the crontab and save them to a file (in case
you need to keep anything that is currently in the OTRS user's
crontab) e.g.

crontab -l > /opt/otrs/20111006_cronbackup

When you run the otrs Cron.sh script it will overwrite whatever is
currently in your crontab for the otrs user.
Switch to the OTRS bin directory;

cd /opt/otrs/bin

The syntax for running the Cron.sh script as root is as follows

sudo ./Cron.sh  

For your system you would run;

sudo ./Cron.sh restart fireline

Once the script has run check that the crontab for the otrs user has been filled

crontab -l

Once done, review your crontab backup file for any entries you might
want to restore to you otrs users crontab and add them as necessary.

Last thing is to make sure the generic agent crontab entry is enabled.
List the contents of your crontab and look for the section about the
Generic Agent.
Make sure the following line does not have a hash symbol (#) at the
start of the line which sould comment it out;

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

If the line is commented out with a # then open the crontab for
editing and remove it. Save the changes and you are done.


>From this point on the crontab should be working correctly. If the
Cron.sh script still didn't run for some reason let us know.
The next thing to check is that your generic agent has run. Check the
otrs log file when you expect your Generic Agent to have run to
confirm that it worked.

Let us know how you get on.

Kind regards,
Rory Clerkin


-
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] Generic Agent (Rory)

[Garabed Yegavian]

Went through the directions however after running sudo ./Cron.sh restart 
fireline it lists Cron.sh start/stop OTRS . four times then I do crontab -l 
and I get nothing?


For your system you would run;

sudo ./Cron.sh restart fireline

Once the script has run check that the crontab for the otrs user has been filled

crontab -l

Once done, review your crontab backup file for any entries you might
want to restore to you otrs users crontab and add them as necessary.



Thank you,

  Garabed Yegavian

  323.465.6772 x3414


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Thursday, October 06, 2011 1:25 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 37, Issue 9

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
otrs-requ...@otrs.org

You can reach the person managing the list at
otrs-ow...@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1. Re:  Generic Agent (Rory)
   2. Re:  New line automatically inserted in event based
  Notifications (Gerald Young)
   3. Re:  Stats about escalations (Michiel Beijen)
   4.  ACL Ticket Type-Service (Carlos Andr?s Gallego Arboleda)
   5. Re:  ACL Ticket Type-Service (Nils Leideck)


--

Message: 1
Date: Thu, 6 Oct 2011 13:45:18 +0100
From: Rory 
Subject: Re: [otrs] Generic Agent
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset=ISO-8859-1

Hi Garabed,

We can see now that your Cron jobs are running correctly from this line;
Oct  5 08:55:01 support CRON[32664]: (fireline) CMD (date)

So the next thing to do is get the OTRS cron jobs included in the crontab.

Firstly log in as your otrs user, fireline.
List the current items of the crontab and save them to a file (in case
you need to keep anything that is currently in the OTRS user's
crontab) e.g.

crontab -l > /opt/otrs/20111006_cronbackup

When you run the otrs Cron.sh script it will overwrite whatever is
currently in your crontab for the otrs user.
Switch to the OTRS bin directory;

cd /opt/otrs/bin

The syntax for running the Cron.sh script as root is as follows

sudo ./Cron.sh  

For your system you would run;

sudo ./Cron.sh restart fireline

Once the script has run check that the crontab for the otrs user has been filled

crontab -l

Once done, review your crontab backup file for any entries you might
want to restore to you otrs users crontab and add them as necessary.

Last thing is to make sure the generic agent crontab entry is enabled.
List the contents of your crontab and look for the section about the
Generic Agent.
Make sure the following line does not have a hash symbol (#) at the
start of the line which sould comment it out;

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

If the line is commented out with a # then open the crontab for
editing and remove it. Save the changes and you are done.


>From this point on the crontab should be working correctly. If the
Cron.sh script still didn't run for some reason let us know.
The next thing to check is that your generic agent has run. Check the
otrs log file when you expect your Generic Agent to have run to
confirm that it worked.

Let us know how you get on.

Kind regards,
Rory Clerkin


--

Message: 2
Date: Thu, 6 Oct 2011 11:05:46 -0400
From: Gerald Young 
Subject: Re: [otrs] New line automatically inserted in event based
Notifications
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="iso-8859-1"

Sometimes that happens with the wrapping of the window. If you drag it
bigger, it may "fix" the issue.

On Wed, Oct 5, 2011 at 11:51 AM, Robert Poreba  wrote:

> Hi All,
>
> Does anybody know how to stop formatting of event based notifications (ie.
> inserting new line character every know and then)?
>
> Currently when we add a note, the email sent to the customer can look like
> below which doesn't look very clear.
>
> Note added:
> "a problem with its' Clustered HA firewalling system which is affecting the
> even numbered mimecast servers"
>
> Notification sent:
> > a problem with its' Clustered HA firewalling system which is affecting
> > the
> > even numbered mimecast servers
>
> I would like the notification to have the same format as the note added.
>
> --
> Thanks a lot
> Robert
>
> -
> OTRS mailing li

Re: [otrs] Generic Agent

[Rory]

Hi Garabed,

We can see now that your Cron jobs are running correctly from this line;
Oct  5 08:55:01 support CRON[32664]: (fireline) CMD (date)

So the next thing to do is get the OTRS cron jobs included in the crontab.

Firstly log in as your otrs user, fireline.
List the current items of the crontab and save them to a file (in case
you need to keep anything that is currently in the OTRS user's
crontab) e.g.

crontab -l > /opt/otrs/20111006_cronbackup

When you run the otrs Cron.sh script it will overwrite whatever is
currently in your crontab for the otrs user.
Switch to the OTRS bin directory;

cd /opt/otrs/bin

The syntax for running the Cron.sh script as root is as follows

sudo ./Cron.sh  

For your system you would run;

sudo ./Cron.sh restart fireline

Once the script has run check that the crontab for the otrs user has been filled

crontab -l

Once done, review your crontab backup file for any entries you might
want to restore to you otrs users crontab and add them as necessary.

Last thing is to make sure the generic agent crontab entry is enabled.
List the contents of your crontab and look for the section about the
Generic Agent.
Make sure the following line does not have a hash symbol (#) at the
start of the line which sould comment it out;

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

If the line is commented out with a # then open the crontab for
editing and remove it. Save the changes and you are done.


>From this point on the crontab should be working correctly. If the
Cron.sh script still didn't run for some reason let us know.
The next thing to check is that your generic agent has run. Check the
otrs log file when you expect your Generic Agent to have run to
confirm that it worked.

Let us know how you get on.

Kind regards,
Rory Clerkin
-
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] Generic Agent

[Garabed Yegavian]

I thought I had sent this out apparently not,
Below is the log, in order to excecute /etc/init.d/cron status and 
/etc/init.d/cron start or restart I had to use sudo.



Oct  5 08:54:18 support init: cron main process (13148) killed by TERM signal
Oct  5 08:54:18 support cron[32634]: (CRON) INFO (pidfile fd = 3)
Oct  5 08:54:18 support cron[32635]: (CRON) STARTUP (fork ok)
Oct  5 08:54:19 support cron[32635]: (CRON) INFO (Skipping @reboot jobs -- not 
system startup)
Oct  5 08:55:01 support CRON[32664]: (fireline) CMD (date)
Oct  5 08:55:01 support sendmail[32666]: p95Ft16O032666: from=fireline, 
size=281, class=0, nrcpts=1, 
msgid=<201110051555.p95ft16o032...@support.firelinebroadband.com>, 
relay=fireline@localhost
Oct  5 08:55:01 support sm-mta[32667]: p95Ft1qo032667: 
from=, size=607, class=0, nrcpts=1, 
msgid=<201110051555.p95ft16o032...@support.firelinebroadband.com>, proto=ESMTP, 
daemon=MTA-v4, relay=localhost [127.0.0.1]
Oct  5 08:55:01 support sendmail[32666]: p95Ft16O032666: to=fireline, 
ctladdr=fireline (1000/1000), delay=00:00:00, xdelay=00:00:00, mailer=relay, 
pri=30281, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (p95Ft1qo032667 
Message accepted for delivery)
Oct  5 08:55:01 support sm-mta[32668]: p95Ft1qo032667: 
to=, 
ctladdr= (1000/1000), delay=00:00:00, 
xdelay=00:00:00, mailer=local, pri=30874, dsn=2.0.0, stat=Sent
Oct  5 08:56:01 support CRON[32672]: (fireline) CMD (date)
Oct  5 08:56:01 support sendmail[32674]: p95Fu1eM032674: from=fireline, 
size=281, class=0, nrcpts=1, 
msgid=<201110051556.p95fu1em032...@support.firelinebroadband.com>, 
relay=fireline@localhost
Oct  5 08:56:01 support sm-mta[32675]: p95Fu136032675: 
from=, size=607, class=0, nrcpts=1, 
msgid=<201110051556.p95fu1em032...@support.firelinebroadband.com>, proto=ESMTP, 
daemon=MTA-v4, relay=localhost [127.0.0.1]
Oct  5 08:56:01 support sendmail[32674]: p95Fu1eM032674: to=fireline, 
ctladdr=fireline (1000/1000), delay=00:00:00, xdelay=00:00:00, mailer=relay, 
pri=30281, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (p95Fu136032675 
Message accepted for delivery)
Oct  5 08:56:02 support sm-mta[32676]: p95Fu136032675: 
to=, 
ctladdr= (1000/1000), delay=00:00:01, 
xdelay=00:00:00, mailer=local, pri=30874, dsn=2.0.0, stat=Sent

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Tuesday, October 04, 2011 5:00 AM
To: otrs@otrs.org
Subject: otrs Digest, Vol 37, Issue 5

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
otrs-requ...@otrs.org

You can reach the person managing the list at
otrs-ow...@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1.   FreeText ACLs (Wagner)
   2. Re:  FreeText ACLs (Nils Leideck)
   3. Re:  Generic Agent (Rory)
   4. Re:  Generic Agent (Rory)


--

Message: 1
Date: Mon, 3 Oct 2011 17:08:33 -0300
From: Wagner 
Subject: [otrs]  FreeText ACLs
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="utf-8"

Hello,

is there a way to create a ACL that hides 2 freetexts from some users?

something like:

if user A
shows freetext 1, 3, 4, 5, 6
if users != A
shows freetext 1, 3, 4

Thanks
-- next part --
An HTML attachment was scrubbed...
URL: 
<http://lists.otrs.org/pipermail/otrs/attachments/20111003/1e14ed19/attachment-0001.html>

--

Message: 2
Date: Tue, 4 Oct 2011 08:35:03 +0200
From: Nils Leideck 
Subject: Re: [otrs] FreeText ACLs
To: "User questions and discussions about OTRS." 
Message-ID: 
Content-Type: text/plain; charset="us-ascii"

Dear Wagner,

ACLs can only be used to modify data availability and / or to hide ticket and 
menu actions, but cannot hide free fields yet.

On 03.10.2011, at 22:08, Wagner wrote:

> is there a way to create a ACL that hides 2 freetexts from some users?

-- Cheers, Nils

http://webint.cryptonode.de / a Fractal project

-- next part --
An HTML attachment was scrubbed...
URL: 
<http://lists.otrs.org/pipermail/otrs/attachments/20111004/e12e2fdf/attachment-0001.html>

----------

Message: 3
Date: Tue, 4 Oct 2011 09:54:42 +0100
From: Rory 
Subject: Re: [otrs] Generic Agent
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset=ISO-8859-1

Hi Garabed,

You'll need to make sure your crontab is working. Reading this
document will help you understand how jobs are entered in the crontab.
Log into your Ubuntu server command 

Re: [otrs] Generic Agent

[Rory]

Edit to my last mail:

If cron is not running start it with the command

/etc/init.d/cron start

Rory

On 4 October 2011 09:54, Rory  wrote:
> Hi Garabed,
>
> You'll need to make sure your crontab is working. Reading this
> document will help you understand how jobs are entered in the crontab.
> Log into your Ubuntu server command line as the OTRS user using telnet
> or ssh (I use putty which is great
> http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html )
> Once logged in type the following command to edit your crontab;
>
> crontab -e
>
> This will bring up a text editor that allows you to add entries to
> your crontab which will be executed by the Cron daemon. The text
> editor used depends on what your default text editor is set to. I
> believe Nano is the default and works more or less like notepad in
> windows but you need to press Ctrl-o to save (writeOut) and Ctrl-x to
> exit.
> Add the following line to output the date and time every minute
>
> */1 * * * * date
>
> Save the file and exit the editor.
>
> Check if cron is running using the following command
>
> /etc/init.d/cron status
>
> If cron is not running start it with the command
>
> /etc/init.d/cron status
>
> If it is running it is no harm to restart it
>
> /etc/init.d/cron restart
>
> Cron will normally log to the syslog file. You will want to watch this
> log file to see that it runs your date command in the next minute.
> Use the following command to clear the screen and then watch the
> syslog file for new entries;
>
> clear; tail -n 30 -f /var/log/syslog
>
> Th above command clears the screen then shows the last 30 lines of the
> file /var/log/syslog and forces it to stay open.
> The next time cron runs you should see the log entry pop up at the
> bottom of the list.
> To exit the tail view of the syslog hit Ctrl-c
>
> Let us know what you get in your syslog for cron and that will confirm
> whether or not it is working correctly.
>
> Rory
>
-
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] Generic Agent

[Rory]

Hi Garabed,

You'll need to make sure your crontab is working. Reading this
document will help you understand how jobs are entered in the crontab.
Log into your Ubuntu server command line as the OTRS user using telnet
or ssh (I use putty which is great
http://www.chiark.greenend.org.uk/~sgtatham/putty/download.html )
Once logged in type the following command to edit your crontab;

crontab -e

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

*/1 * * * * date

Save the file and exit the editor.

Check if cron is running using the following command

/etc/init.d/cron status

If cron is not running start it with the command

/etc/init.d/cron status

If it is running it is no harm to restart it

/etc/init.d/cron restart

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

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

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

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

Rory
-
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] Generic Agent

[Garabed Yegavian]

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




Thank you,

Garabed Yegavian

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

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
otrs-requ...@otrs.org

You can reach the person managing the list at
otrs-ow...@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1. Re:  Generic Agent (Ugo Bellavance)


--

Message: 1
Date: Sat, 01 Oct 2011 23:09:48 -0400
From: Ugo Bellavance 
Subject: Re: [otrs] Generic Agent
To: otrs@otrs.org
Message-ID: 
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Le 2011-09-30 19:57, Garabed Yegavian a ?crit :
> I just reinstalled a fresh otrs and went step by step through the ubuntu 
> directions.
> I installed webmin because I am a newbie to linux, and so I can see what is 
> going on here in my system a little easier!
>
> It appears as if I have no cron jobs under the otrs user
>
> When I run crontab -l -u otrs I get nothing.
>
> What do I need to do to get this working?

Did you check your logs?  From what I can see on my ubuntu desktop, cron 
should log to: /var/log/syslog.  If not, have you tried executing 
manually the job?



--

-
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

End of otrs Digest, Vol 37, Issue 2
***
-
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] Generic Agent

[Ugo Bellavance]

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

I just reinstalled a fresh otrs and went step by step through the ubuntu 
directions.
I installed webmin because I am a newbie to linux, and so I can see what is 
going on here in my system a little easier!

It appears as if I have no cron jobs under the otrs user

When I run crontab -l -u otrs I get nothing.

What do I need to do to get this working?


Did you check your logs?  From what I can see on my ubuntu desktop, cron 
should log to: /var/log/syslog.  If not, have you tried executing 
manually the job?


-
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] Generic Agent

[Garabed Yegavian]

I just reinstalled a fresh otrs and went step by step through the ubuntu 
directions.
I installed webmin because I am a newbie to linux, and so I can see what is 
going on here in my system a little easier!

It appears as if I have no cron jobs under the otrs user

When I run crontab -l -u otrs I get nothing.

What do I need to do to get this working?





Thank you,

Garabed Yegavian


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org
Sent: Friday, September 30, 2011 1:03 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 82

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
otrs-requ...@otrs.org

You can reach the person managing the list at
otrs-ow...@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1. Re:  Problem after installed ITSM Module (Wagner)
   2. Re:  Generic Agent (Garabed Yegavian)
   3. Re:  Generic Agent (Rory)
   4. Re:  Generic Agent (Ugo Bellavance)
   5. Re:  Generic Agent (Garabed Yegavian)


--

Message: 1
Date: Fri, 30 Sep 2011 11:17:40 -0300
From: Wagner 
Subject: Re: [otrs] Problem after installed ITSM Module
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="utf-8"

I've had a similar problem, the Module was not installed properly

try reinstaling using the script /opt/otrs/bin/otrs.PackageManager.pl -a
install -p path_to_ITSM-3.0.5.opm



2011/9/30 Vincent Ceriani 

>  Hi all,
>
> I have the same problem as describe in the FAQ 4200371
> After the installation of the ITSM 3.0.5 module on OTRS 3.0.10 under Ubuntu
> : (before the module install the OTRS works fine with all pages)
>
> "Login is not possible neither for agents nor for customers. Message "Your
> browser is too old. Please read the documentation" will be displayed
> even on latest versions on different browsers. "
>
> But the solution in the FAQ don't work !
>
> FAQ4200371 solution
> remove everything in $OTRS_HOME/var/tmp/Cache
> search ZZZAuto.pm for lines like
> $Self->{'Frontend::Module'}->{'AgentStats'} = { ... }; and comment them out
> remove ZZZAAuto.pm and run afterwards $OTRS_HOME/bin/otrs.RebuildConfig.pl
> run following command "$OTRS_HOME/bin/otrs.LoaderCache.pl -o delete
>
> Other idea ?
>
> Thanks
>
> Vincent
>
> -
> 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
>
-- next part --
An HTML attachment was scrubbed...
URL: 
<http://lists.otrs.org/pipermail/otrs/attachments/20110930/24857265/attachment-0001.html>

--

Message: 2
Date: Fri, 30 Sep 2011 07:19:58 -0700
From: Garabed Yegavian 
Subject: Re: [otrs] Generic Agent
To: "otrs@otrs.org" 
Message-ID:
<7221a0313a389f408e5982772db633fc0b2dad9...@fnsexch.fns.local>
Content-Type: text/plain; charset="us-ascii"


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


Thank you,
Garabed Yegavian
Fireline Broadband
gara...@firelinebroadband.com


From: otrs-boun...@otrs.org [otrs-boun...@otrs.org] On Behalf Of 
otrs-requ...@otrs.org [otrs-requ...@otrs.org]
Sent: Thursday, September 29, 2011 11:22 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 80

Send otrs mailing list submissions to
otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
otrs-requ...@otrs.org

You can reach the person managing the list at
otrs-ow...@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."


Today's Topics:

   1.   Customer New Ticket View (Wagner)
   2. Re:  ACL Help (Wagner)
   3. Re:  Customer New Ticket View (Ugo Bellavance)
   4.  Stats about escalations (Ugo Bellavance)
   5. Re:  Customer New Ticket View (Wagner)
   6.  Generic Agent (Garabed Yegavian)
   7. Re:  Generic Agent (Shawn Beasley)


--

Message: 1
Date: Thu, 29 Sep 2011 11:13:09 -0300
From: Wagner 
Subject: [otrs]  Customer New Ticket View
To: "User questions and discussions about OTRS." 
Message-ID:

Re: [otrs] Generic Agent

[Garabed Yegavian]

ce 
Subject: Re: [otrs] Customer New Ticket View
To: otrs@otrs.org
Message-ID: 
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Le 2011-09-29 10:13, Wagner a ?crit :
> Hello guys,
>
> i've removed the fields SLA, Queue from the Customer New ticket view,
> but now I'm not able to create new tickets, I click in create, and it
> returns to the view, as if any field that was required was not filled
> up, but there are no red fields, I'm guessing, the Queue field, even
> removed, are still required, so the ticket is not created.
>
> Is there a way to change it?
>
> Maybe I've done something wrong while removing this fields
>
> Ps: removed the fields trough Sysconfig

On which version?




--

Message: 4
Date: Thu, 29 Sep 2011 13:09:41 -0400
From: Ugo Bellavance 
Subject: [otrs] Stats about escalations
To: otrs@otrs.org
Message-ID: 
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Hi,

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

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

The other fields that look interesting are:

- timeout
- until_time

but I can't figure out their use.

Any help would be appreciated.

Thanks,

Ugo



--

Message: 5
Date: Thu, 29 Sep 2011 14:12:27 -0300
From: Wagner 
Subject: Re: [otrs] Customer New Ticket View
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="utf-8"

3.0.10
Em 29/09/2011 12:06, "Ugo Bellavance"  escreveu:
> Le 2011-09-29 10:13, Wagner a ?crit :
>> Hello guys,
>>
>> i've removed the fields SLA, Queue from the Customer New ticket view,
>> but now I'm not able to create new tickets, I click in create, and it
>> returns to the view, as if any field that was required was not filled
>> up, but there are no red fields, I'm guessing, the Queue field, even
>> removed, are still required, so the ticket is not created.
>>
>> Is there a way to change it?
>>
>> Maybe I've done something wrong while removing this fields
>>
>> Ps: removed the fields trough Sysconfig
>
> On which version?
>
>
> -
> 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
-- next part --
An HTML attachment was scrubbed...
URL: 
<http://lists.otrs.org/pipermail/otrs/attachments/20110929/bf640e8b/attachment-0001.html>

--

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

I am trying to change the state of a Ticket with the Generic Agent and for some 
reason just cannot get it to work. I create a new ticket with a pending time of 
1 day.


I have the generic agent setup to filter for pendings pending times after 5 min 
and before (tried both) and based on a specific subject of the email.

My ticket action is to set a new state of in process.


Then I have a notification event that should send an email to a group based on 
the state in process and the subject.
I just cant get the state to change. I even tried to use next state "in 
process" when creating the new email hoping I could trigger the email that way 
but nothing.

To be honest the whole reason I started using OTRS was due to this function, 
can someone please help guide me as to why this wont work?



Thank you,
Garabed Yegavian

-- next part --
An HTML attachment was scrubbed...
URL: 
<http://lists.otrs.org/pipermail/otrs/attachments/20110929/4c4be63a/attachment-0001.html>

--

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

Garabed,

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

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

> I am trying to change the state of a Ticket with the Generic Agent and for 
&g

Re: [otrs] Generic Agent

[Ugo Bellavance]

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


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


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


Ugo

-
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] Generic Agent

[Rory]

Here's a page where the Crontab is explained. The Cron daemon (crond)
runs tasks at scheduled times.
http://adminschoice.com/crontab-quick-reference

(Assuming you're using linux) First switch to your otrs user
Type: crontab -l
This should give you lots of information about tasks for OTRS. If this
is empty you need to add the correct information which is described in
the documentation.

Second make sure the Cron Daemon is running. Type the following;
ps -ef | grep crond

You should get at least two results, one for "grep crond" but others
for just "crond" on its own.

Rory
-
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] Generic Agent

[Garabed Yegavian]

Subject: [otrs] Stats about escalations
To: otrs@otrs.org
Message-ID: 
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Hi,

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

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

The other fields that look interesting are:

- timeout
- until_time

but I can't figure out their use.

Any help would be appreciated.

Thanks,

Ugo



--

Message: 5
Date: Thu, 29 Sep 2011 14:12:27 -0300
From: Wagner 
Subject: Re: [otrs] Customer New Ticket View
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="utf-8"

3.0.10
Em 29/09/2011 12:06, "Ugo Bellavance"  escreveu:
> Le 2011-09-29 10:13, Wagner a ?crit :
>> Hello guys,
>>
>> i've removed the fields SLA, Queue from the Customer New ticket view,
>> but now I'm not able to create new tickets, I click in create, and it
>> returns to the view, as if any field that was required was not filled
>> up, but there are no red fields, I'm guessing, the Queue field, even
>> removed, are still required, so the ticket is not created.
>>
>> Is there a way to change it?
>>
>> Maybe I've done something wrong while removing this fields
>>
>> Ps: removed the fields trough Sysconfig
>
> On which version?
>
>
> -
> 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
-- next part --
An HTML attachment was scrubbed...
URL: 
<http://lists.otrs.org/pipermail/otrs/attachments/20110929/bf640e8b/attachment-0001.html>

--

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

I am trying to change the state of a Ticket with the Generic Agent and for some 
reason just cannot get it to work. I create a new ticket with a pending time of 
1 day.


I have the generic agent setup to filter for pendings pending times after 5 min 
and before (tried both) and based on a specific subject of the email.

My ticket action is to set a new state of in process.


Then I have a notification event that should send an email to a group based on 
the state in process and the subject.
I just cant get the state to change. I even tried to use next state "in 
process" when creating the new email hoping I could trigger the email that way 
but nothing.

To be honest the whole reason I started using OTRS was due to this function, 
can someone please help guide me as to why this wont work?



Thank you,
Garabed Yegavian

-- next part --
An HTML attachment was scrubbed...
URL: 
<http://lists.otrs.org/pipermail/otrs/attachments/20110929/4c4be63a/attachment-0001.html>

--

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

Garabed,

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

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

> I am trying to change the state of a Ticket with the Generic Agent and for 
> some reason just cannot get it to work. I create a new ticket with a pending 
> time of 1 day.
>
>
> I have the generic agent setup to filter for pendings pending times after 5 
> min and before (tried both) and based on a specific subject of the email.
>
> My ticket action is to set a new state of in process.
>
>
> Then I have a notification event that should send an email to a group based 
> on the state in process and the subject.
> I just cant get the state to change. I even tried to use next state "in 
> process" when creating the new email hoping I could trigger the email that 
> way but nothing.
>
> To be honest the whole reason I started using OTRS was due to this function, 
> can someone please help guide me as to why this wont work?

-- next part --
An HTML attachment was scrubbed...
URL: 
<http://lists.otrs.org/pipermail/otrs/attachments/20110930/d7884719/attachment.html>

--

-
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

End of otrs Digest, Vol 36, Issue 80

-
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] Generic Agent

[Shawn Beasley]

Garabed,

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

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

> I am trying to change the state of a Ticket with the Generic Agent and for 
> some reason just cannot get it to work. I create a new ticket with a pending 
> time of 1 day. 
>  
>  
> I have the generic agent setup to filter for pendings pending times after 5 
> min and before (tried both) and based on a specific subject of the email.
>  
> My ticket action is to set a new state of in process.
>  
>  
> Then I have a notification event that should send an email to a group based 
> on the state in process and the subject.
> I just cant get the state to change. I even tried to use next state "in 
> process" when creating the new email hoping I could trigger the email that 
> way but nothing.
>  
> To be honest the whole reason I started using OTRS was due to this function, 
> can someone please help guide me as to why this wont work?

-
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] Generic Agent: Forward message?

[Gerald Young]

That sounds like Notification (Event)
Recipient (email based)
Event: TicketQueue Update
Queue: destination Queue



On Fri, Nov 26, 2010 at 9:24 AM, Lars Jørgensen  wrote:

> Hi Alexander,
>
> Sorry for top quoting, but our company Outlook makes life hard.
>
> We want to forward automatically. When a ticket enters that specific queue,
> we need to forward it to a vendor automatically.
>
>
> Lars
>
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
> Alexander Halle
> Sent: Thursday, November 25, 2010 2:50 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Generic Agent: Forward message?
>
> Lars Jørgensen wrote :
> > We are thinking about implementing this work flow:
> > 1. System generates mail to OTRS
> > 2. OTRS forwards the mail to an external partner
> > 3. The partner replies to this mail
> >
> > The idea is that we need the ticket number in the forwarded mail in [2],
> > so that replies from the partner will be attached to the ticket.
>
> Hi Lars,
>
> how exactly do you want to forward the mail, manually or automatically ?
>
> If manually then there should be already the ticket number in the
> subject automatically. If automatically then please red this thread :
>
> http://lists.otrs.org/pipermail/otrs/2010-November/033900.html
>
> Regards
>
> Alexander
>
> --
> radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile
> and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal
> Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag
> Phone +49 202 2489 1123, Fax +49 202 2489 941123
>
>
> -
> 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] Generic Agent: Forward message?

[Lars Jørgensen]

Hi Alexander,

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

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


Lars

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

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

Hi Lars,

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

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

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

Regards

Alexander

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


-
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] Generic Agent: Forward message?

[shrikant k]

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

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

shrikant



On Thu, Nov 25, 2010 at 7:09 PM, Lars Jørgensen  wrote:

>  Hi,
>
>
>
> We are thinking about implementing this work flow:
>
>
>
> 1. System generates mail to OTRS
>
> 2. OTRS forwards the mail to an external partner
>
> 3. The partner replies to this mail
>
>
>
> The idea is that we need the ticket number in the forwarded mail in [2], so
> that replies from the partner will be attached to the ticket.
>
>
>
> Is this possible?
>
>
>
>
>
> Lars
>
> -
> 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] Generic Agent: Forward message?

[Alexander Halle]

Lars Jørgensen wrote :

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

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


Hi Lars,

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

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


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

Regards

Alexander

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


-
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] Generic agent not runing

[Alejandra Piedra]

Hi Bruno

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

Thanks and regards
___
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] Generic agent not runing

[LQ Marshall]

> >[EMAIL PROTECTED] -> [EMAIL PROTECTED] 

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

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


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

> 

___
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] Generic agent not runing

[LQ Marshall]

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

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

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

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

Hope this helps...
LQ Marshall

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

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

>Thing is I'm trying to mimic 
>UNIX behavior: 
>
>[EMAIL PROTECTED] -> 
>[EMAIL PROTECTED]
>ain.com 
>
>So that users can email 
>[EMAIL PROTECTED]  
>
>Kristoph 
>
>-Original Message-
>From: LQ Marshall 
>[mailto:[EMAIL PROTECTED]
>.net] 
>Sent: Thursday, August 21, 
>2008 12:01 PM
>To: 'User questions and 
>discussions about OTRS.org'
>Subject: Re: [otrs] Generic 
>agent not runing
>
>> Does anyone know how to 
>create an alias in exchange?  
>Having problems 
>> getting the exchange 
>server to find my otrs email 
>account.
>
>Slightly different depending 
>on your XCH version.  In most 
>cases (recent
>XCH versions), it is done 
>simply by adding the 
>secondary email address
>to the exchange tab in AD.
>
>
>> BossMan doesn't want me 
>setup a pop3 account either, 
>so that's really
>> not an option.
>Well that's not helpful.  :-S 
>(aka - no comment)
>
>gl
>
>_
>__
>OTRS mailing list: otrs - 
>Webpage: http://otrs.org/
>Archive: 
>http://lists.otrs.org/piperm
>ail/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/piperm
>ail/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] Generic agent not runing

[Anderson, Kris]

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

Thanks anyway,

Kris  

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

Anderson, Kris wrote:

> Very cool.  That is exactly what I want.
>
> How do I create a forward/redirect address?

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

Nils Breunese.
___
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] Generic agent not runing

[Nils Breunese (Lemonbit)]

Anderson, Kris wrote:


Very cool.  That is exactly what I want.

How do I create a forward/redirect address?


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


Nils Breunese.
___
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] Generic agent not runing

[Anderson, Kris]

Very cool.  That is exactly what I want. 

How do I create a forward/redirect address?  

Kris




 

-Original Message-
From: Nils Breunese (Lemonbit) [mailto:[EMAIL PROTECTED] 
Sent: Thursday, August 21, 2008 12:55 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Generic agent not runing

Anderson, Kris wrote:

> Thing is I'm trying to mimic UNIX behavior:
>
> [EMAIL PROTECTED] -> [EMAIL PROTECTED]
>
> So that users can email [EMAIL PROTECTED]

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

Nils Breunese.
___
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] Generic agent not runing

[Nils Breunese (Lemonbit)]

Anderson, Kris wrote:


Thing is I'm trying to mimic UNIX behavior:

[EMAIL PROTECTED] -> [EMAIL PROTECTED]

So that users can email [EMAIL PROTECTED]


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


Nils Breunese.
___
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] Generic agent not runing

[Anderson, Kris]

Thing is I'm trying to mimic UNIX behavior: 

[EMAIL PROTECTED] -> [EMAIL PROTECTED] 

So that users can email [EMAIL PROTECTED]  

Kristoph 





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

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

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


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

gl

___
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] Generic agent not runing

[LQ Marshall]

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

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


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

gl

___
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] Generic agent not runing

[Anderson, Kris]

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

My setup:   CentOS running otrs on a vm server within windows2003
server.  Ldap and everything else is configured correctly.  Just can't
get exchange to send otrs (postfix) emails.  

BossMan doesn't want me setup a pop3 account either, so that's really
not an option.

Thanks,

Kristoph  







___
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] Generic agent not runing

[Klaus Bruno]

Hi Mary

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

regards,
Bruno

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

Hi 

 

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

 

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

 

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

 

Thanks and regards

Mary 

___
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] Generic Agent

[Beugen, Peter van]

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

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

regards,
Peter


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

Hi Peter

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

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

pretty much like the one you wrote me

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

Regards

Ramziddin

On 2/11/07, Beugen, Peter van <[EMAIL PROTECTED]> wrote:
> No
>
> A generic agent job is there to run a scheduled job without any
> interaction/logging in (of course)
>
> I use them in my two OTRS installations without any problems
>
>
>
> But it is started by a cron job (which OTRS installs automatically)
>
> So:
>
> is Cron running?
>
> is the Cron job running???
>
>
>
> These jobs should be in your (otrs) Cron jobs:
>
> $HOME/bin/GenericAgent.pl >> /dev/null
> <http://192.168.123.111:1/cron/edit_cron.cgi?idx=11>
>
> $HOME/bin/GenericAgent.pl -c db >> /dev/null
> <http://192.168.123.111:1/cron/edit_cron.cgi?idx=13>
>
>
>
> Regards,
>
> Peter
>
>
>
>
>
> Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
> Ramziddin Artykov
> Verzonden: zondag 11 februari 2007 12:51
> Aan: User questions and discussions about OTRS.org
> Onderwerp: [otrs] Generic Agent
>
>
>
> Hi Everybody
>
> I have experimented a bit with the Generic agent
> and (partly) understood that it does an automatic job only when
> an admin log ins to the web intewrface and runs it.
> Is that true?
> if noty how to configure this god damn generic agent that it does
> his f** job every ten or whatever minutes without any
> manual running by some human?
>
> Don't get me wrong I was just out of my mind when i
> was writing this letter.
>
> Regards
>
> Ramziddin
>
>
___
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 orr 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 orr consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] Generic Agent

[Ramziddin Artykov]

Hi Peter

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

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

pretty much like the one you wrote me

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

Regards

Ramziddin

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

No

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

I use them in my two OTRS installations without any problems



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

So:

is Cron running?

is the Cron job running???



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

$HOME/bin/GenericAgent.pl >> /dev/null


$HOME/bin/GenericAgent.pl -c db >> /dev/null




Regards,

Peter





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



Hi Everybody

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

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

Regards

Ramziddin



___
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 orr consulting for your OTRS system?
=> http://www.otrs.com/

RE: [otrs] Generic Agent

[Beugen, Peter van]

No

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

I use them in my two OTRS installations without any problems

 

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

So: 

is Cron running?

is the Cron job running???

 

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

$HOME/bin/GenericAgent.pl >> /dev/null
 

$HOME/bin/GenericAgent.pl -c db >> /dev/null
 

 

Regards,

Peter

 

 

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

 

Hi Everybody

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

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

Regards 

Ramziddin

___
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 orr consulting for your OTRS system?
=> http://www.otrs.com/

Re: [otrs] Generic Agent every 20 minutes

[Christian Schoepplein]

Hi,

On Thu, Aug 10, 2006 at 02:16:36PM +0200, news gonzo news gonzo wrote:
>I have a problem with my genrerics agents which aren't
>executing every 10 minutes.
>Here is an extract of the log:
>
>[Thu Aug 10 10:10:08
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 10:30:08
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 10:40:08
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 11:00:07
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 11:10:08
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 11:20:08
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 11:40:07
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 11:50:08
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 12:00:08
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 12:20:08
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 12:30:08
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 12:50:07
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 13:00:08
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 13:10:08
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 13:30:07
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>[Thu Aug 10 13:40:07
>2006][Notice][Kernel::System::GenericAgent::JobRun]
>Run GenericAgent Job 'AFFECTATION_ACME' from db.
>
>
>As you can see the execution is not regular.
>Besides, I have change the cron tab for an execution
>every 10 minutes:
>
>*/10 * * * * C:/OTRS/Perl/bin/perl.exe
>C:/OTRS/otrs/bin/GenericAgent.pl -c db 
>*/10 * * * * C:/OTRS/Perl/bin/perl.exe
>C:/OTRS/otrs/bin/GenericAgent.pl

What are the time settings of the job? What happens, if you change the 
crontab to execute the GenericAgent module every 5 minutes?


Regards,

  Christian


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


signature.asc
Description: 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 orr consulting for your OTRS system?
=> http://www.otrs.com/

RE: [otrs] Generic Agent

[Mamakwa M. Sefiri]

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

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

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

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

Regards,
Richard
___
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/

___
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/

Re: [otrs] Generic Agent

[Richard Hinkamp - BeSite]

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


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


Regards,
Richard
___
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/

RE: [otrs] Generic Agent does not work

[Jon H]

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

./GenericAgent.pl -d 1 -c db 

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

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

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

On Fr, Mär 24, 2006 at 08:41:38 +0100, Christian Schoepplein wrote:
>On Fri, Mar 24, 2006 at 11:52:20AM -0500, Jon H wrote:
>>   I setup a generic agent to assign new tickets from a certain user to
>>   change the owner to another user. When I save the agent, it warns me
that
>>   35 tickets will be effected.
>>
>>
>>
>>   However when I click "Run now", none of the tickets are changed. I
tried
>>   something as simple as assigning all new tickets a user and even that
>>   doesn't work. I see in the system log that the agent is running every
ten
>>   minutes, but it still does not make any changes.
>>
>>
>>
>>   Could this be a permission problem of some sort? Any advice is greatly
>>   appreciate. Thank you,
>
>Yes, that could a permission problem. Is the user allowed to get these 
>tickets?
>
>What happens if you execeute
>
>bin/GenericAgent.pm -d 1 -c DB

Sorry, typo. Better is

bin/GenericAgent.pm -d 1 -c db
>
>>   - Jon
>
>Best regards,
>Christian

-- Christian

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

___
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/

Re: [otrs] Generic Agent does not work

[Christian Schoepplein]

On Fr, Mär 24, 2006 at 08:41:38 +0100, Christian Schoepplein wrote:
>On Fri, Mar 24, 2006 at 11:52:20AM -0500, Jon H wrote:
>>   I setup a generic agent to assign new tickets from a certain user to
>>   change the owner to another user. When I save the agent, it warns me that
>>   35 tickets will be effected.
>>
>>
>>
>>   However when I click "Run now", none of the tickets are changed. I tried
>>   something as simple as assigning all new tickets a user and even that
>>   doesn't work. I see in the system log that the agent is running every ten
>>   minutes, but it still does not make any changes.
>>
>>
>>
>>   Could this be a permission problem of some sort? Any advice is greatly
>>   appreciate. Thank you,
>
>Yes, that could a permission problem. Is the user allowed to get these 
>tickets?
>
>What happens if you execeute
>
>bin/GenericAgent.pm -d 1 -c DB

Sorry, typo. Better is

bin/GenericAgent.pm -d 1 -c db
>
>>   - Jon
>
>Best regards,
>Christian

-- Christian

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


signature.asc
Description: 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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/

Re: [otrs] Generic Agent does not work

[Christian Schoepplein]

Hi,

On Fri, Mar 24, 2006 at 11:52:20AM -0500, Jon H wrote:
>   I setup a generic agent to assign new tickets from a certain user to
>   change the owner to another user. When I save the agent, it warns me that
>   35 tickets will be effected.
>
>
>
>   However when I click "Run now", none of the tickets are changed. I tried
>   something as simple as assigning all new tickets a user and even that
>   doesn't work. I see in the system log that the agent is running every ten
>   minutes, but it still does not make any changes.
>
>
>
>   Could this be a permission problem of some sort? Any advice is greatly
>   appreciate. Thank you,

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

What happens if you execeute

bin/GenericAgent.pm -d 1 -c DB

from a shell? Do you get any error message?

>   - Jon

Best regards,
Christian

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


signature.asc
Description: 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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/

Re: [otrs] Generic Agent Web-interface and Cron job relationship

[Alexander Kardailsky]

Dear nuttapong,

Monday, August 22, 2005, 2:46:54 PM, you wrote:

> Dear all,

>  

> I’m seeking clarification on the relationship between
> GenericAgent (set up via Web-interface) and Cron Job setting.

> As we can specify or set the Generic agent job to be run viaWeb
> interface, do we still need to set up the cron job to run the
> GenericAgent.pl?

> I had set up one Generic agent job (using web-interface)todelete
> the ticket that I had move it to Junk queue every 10:30 am Manday,
> withoutsetting up cron job. It seem to me that the job never get
> execute by itself asthe pre-config schedule (I can click Run Now to
> execute the job manually).

  I've just did the same thing. I did the following:
  1. su otrs
  2. /opt/otrs/bin/Cron.sh start
  3. exit
  These commands will make cron jobs on your system.
  I guess you renamed *.dist files in /opt/otrs/var/cron/ directory.
  For executing generic agent you set via web file
  generic_agent-database is enough.

-- 
Best regards,
 Alexander

___
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 fьr Ihr OTRS System?
=> http://www.otrs.de/

RE: [otrs] Generic Agent not running

[Jack Doyle]

Yes, it is.

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

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


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

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

-brian 

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

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

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

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


Check your cron job for the generic agent.
-Brian 

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

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

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

RE: [otrs] Generic Agent not running

[Brian McFarlane]

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

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

-brian 

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

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

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

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


Check your cron job for the generic agent.
-Brian 

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

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

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

RE: [otrs] Generic Agent not running

[Jack Doyle]

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

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

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


Check your cron job for the generic agent.
-Brian 

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

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

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

RE: [otrs] Generic Agent not running

[Brian McFarlane]

Check your cron job for the generic agent.
-Brian 

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

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

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

RE: [otrs] Generic Agent Command

[Jack Doyle]

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

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

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

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


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

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

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

Regards,

Robert Kehl
___
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/
___
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/

Re: [otrs] Generic Agent Command

[Robert Kehl]

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

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

Regards,
Robert Kehl
___
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/

Re: [otrs] Generic agent - database query?

[Tyler Hepworth]

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

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

Hth,

Tyler Hepworth
___
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/

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

[Robert Kehl]

On Wednesday, August 18, 2004 3:29 PM
Charles R. Thompson <[EMAIL PROTECTED]> wrote:
> I added a custom status a few months back and on the direction of
> another user set that status in the (I think) Config.pm. I am still
> getting:
>
> No stateafterpending found for 'awaiting customer'
>
> I get about 8 or so a day and I'm not sure things are working like
> they should. Any clues?

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

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

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

hth,

Robert Kehl

___
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/

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

[Charles R. Thompson]

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

No stateafterpending found for 'awaiting customer'

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

Charles 

___
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/

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

[Robert Kehl]

On Wednesday, May 05, 2004 3:57 PM
Mats Sjöberg <[EMAIL PROTECTED]> wrote:
> What is the maximum allowed value for this parameter?

Depends on your Perl. Huge. Doesn't matter. A 10-year-old ticket was
created roughly just about 5256000 minutes ago.

> Is it possible to use other intervals than minutes, such as
> "TicketCreateTimeOlderDays"?

Use this:

TicketCreateTimeOlderMinutes => 3*1440; // 3 days

Regards,

Robert Kehl

--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
 http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

___
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/

Re: [otrs] Generic Agent feature question

[Martin Edenhofer]

Hi,

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

Or you use:

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

to close also the ticket. 

> Stefan

  Martin

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

___
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] Generic Agent feature question

[Martin Edenhofer]

Hi Mark,

On Wed, Feb 19, 2003 at 04:15:25PM +0100, Mark N. wrote:
> 
> Is procmail still used when fetching mail from POP3 accounts from
> within OTRS?

Not if you use "bin/PostMasterPOP3.pl". But I could add a option to
bin/PostMasterPOP3.pl to use an external filter (e. g. procmail).

I will see if it's possible...

> - Mark

  Martin

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

___
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] Generic Agent feature question

[Stefan Schmidt]

Hi,

On Wednesday 19 February 2003 15:13, Marc Scheuffler wrote:
> Is the following procedure possible? (because of statistic
> reasons)
>
> Email is coming into otrs -> pool x or y or z
> GenericAgent looks for: from, subject or header
> If from is [EMAIL PROTECTED] or subject contains "*** spam ***" then
> forward to queue SPAM
>
> I know this is normally done by procmail (like in our system) but
> procmail is the fronttool
> and the mail never gets into otrs (which is normaly ok).
> But we would like to count such mails for statistic reasons.

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

> Marc

Stefan
-- 
Stefan Schmidt   Email:   [EMAIL PROTECTED]

___
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