Thanks, Nils. This worked great. An added bonus is that I can now delay the actual closing of a ticket. This will be helpful for those "flapping" problems that might come and go a few times over the course of an hour. I haven't tested it, but I'm assuming it will reopen the old ticket as opposed to creating a new ticket as we have experienced in the past.
On Thu, Jan 13, 2011 at 3:39 AM, Nils Leideck <nils.leid...@leidex.net>wrote: > Dear Fevin, > > You might need to configure the SystemMonitoring module to NOT close the > ticket on OK messages. > Instead you could use a pending auto status so the ticket is closed > automatically in x seconds after receiving the OK messages. > > This way you should receive a normal follow up notification. > > Cheers, Nils > > — > Nils Leideck > Senior Consultant > > http://webint.cryptonode.de / a Fractal project > > On 12.01.2011, at 22:22, fevin Kagen wrote: > > It's actually not an upgrade. It's a fresh install. We are actually > abandoning our old system and starting new w/ 3.0.2. > > I supposed I can make it work. It just seems like it worked so well before > and I figured I must be missing something obvious. > > Thanks again for the help. > > On Wed, Jan 12, 2011 at 2:49 PM, Michiel Beijen > <michiel.bei...@gmail.com>wrote: > >> What was the version you upgraded from? >> What's the big drawback of using an event-based notification? >> -- >> Mike >> >> On Wed, Jan 12, 2011 at 8:26 PM, fevin Kagen <fevinka...@gmail.com> >> wrote: >> > Hi- >> > Thanks for the reply. I do have the ticket in one of "My Queues" and I >> have >> > follow ups enabled. If I don't Acknowledge the nagios alert and nagios >> > sends a second email, I do get a follow up notification from OTRS. >> However >> > when the nagios alert is changed from WARNING or CRITICAL to OK, a final >> > email is sent. This email is received by OTRS and it ultimately closes >> the >> > ticket. What used to happen, is that OTRS would forward me a copy of >> that >> > mail as a "follow up" before closing the ticket. Now, it simply closes >> the >> > ticket without any form of notification. >> > >> > The issue is that I then have to log into otrs or nagios to see the >> current >> > status of the ticket. In the past I would see the ticket being opened >> in my >> > email and then later closed. >> > >> > Thanks in advance for any insight you may be able to offer. >> > fevin >> > >> > On Wed, Jan 12, 2011 at 1:30 PM, Michiel Beijen < >> michiel.bei...@gmail.com> >> > wrote: >> >> >> >> Otrs would only send follow up notifications if the agent has the >> >> queue where the ticket is in in his "My Queues" under preferences, and >> >> enabled follow up notifications in his preferences as well. >> >> >> >> Hope this helps, >> >> >> >> Mike. >> >> >> >> >> >> On Wednesday, January 12, 2011, fevin Kagen <fevinka...@gmail.com> >> wrote: >> >> > Hi- >> >> > I've just upgraded to 3.0.4 and everything looks great. I am having >> one >> >> > problem related to my integration with Nagios. In our old system, >> Nagios >> >> > would send a recovery email to otrs when an issue was resolved. This >> >> > resulted in a "Follow Up" notification being sent to the agent as >> well as >> >> > the ticket being automaticly closed. In the new system, the ticket >> is >> >> > closed, but no notification is sent. I am able to go into >> "Notifications >> >> > (Events)" and configure a notification for closed tickets, but this >> is less >> >> > than ideal. Does anyone know why 3.0.4 doesn't send a "Follow Up" >> >> > notification on SystemMonitoring recovery mails? Any idea how to >> make this >> >> > work? >> >> > Thanks- >> >> > fevin >> >> > >> >> --------------------------------------------------------------------- >> >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> >> Archive: http://lists.otrs.org/pipermail/otrs >> >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > >> > --------------------------------------------------------------------- >> > OTRS mailing list: otrs - Webpage: http://otrs.org/ >> > Archive: http://lists.otrs.org/pipermail/otrs >> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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