Re: [otrs] how do you unmerge merged tickets?
No such feature to my knowledge. However if you are learned and examine the db structure it should be possible. We had someone merge a ticket incorrectly once... this turned out to be an easy fix. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Installation path
Does OTRS needs to be installed at /opt/otrs/ Only? - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Installation path
Hi, I don't think its mandatory having otrs in /opt either because in many case you can find $OTRS_HOME or $HOME used for the crontab script runned by user otrs. On Thu, Jun 25, 2009 at 11:55 AM, sumeet jain sumeetcj...@gmail.com wrote: Does OTRS needs to be installed at /opt/otrs/ Only? - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] conditional events in otrs
Hi J,
I am also facing the same issues. I tried modifying the
AdminGenericAgent.pm to add 01 minutes and then select the same while
creating the job. But it did not work. Moreover the schedule I am
selecting in the GenericAgent job interface is never honoured.
I am also wondering about the difference between the job created through
the web interface and the ones coded in the GenericAgent.pm. One
interesting thing to note is that the GenericAgent is configured to run
at interval of every 20 minutes in crontab.
I am not able to understand the schedule present in the GenericAgent web
interface and the one configured for the GenericAgent itself.
Please let me know if you had any success in configuring the
GenericAgent
If anyone has worked on the GenericAgents and scheduling then please
help.
Any kind of help is greatly appreciated.
Thanks and Regards,
Lokesh K S
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
J
Sent: Tuesday, June 23, 2009 7:45 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] conditional events in otrs
Thanks Michiel
I have found info on GenericAgents in
http://doc.otrs.org/2.3/en/html/x1213.html
and an example in
http://doc.otrs.org/2.3/en/html/x1519.html#genericagent-job-for-escalate
d-tickets
A few questions on this as the documentation appears scant:
1) Is there a way to set the job time at less that 10 minutes
2) Where do I set the action of emailing the job to x...@abc.com:
a) Command or
b) Module or
c) Both
And could you please advise what should be put in those sections?
Also, is there any more comprehensive source of information on these
agents jobs, the syntax and commands available for
Kernel/Config/GenericAgent.pm besides the GenericAgent.pm.examples file?
And finally what is the difference between using the web interface for
the GenericAgent job vs the GenericAgent.pm file and using code like:
# [name of job] - send reminder emails to agents
# --
'send reminder emails to agents' = {
# get all tickets with these properties
States = ['pending reminder'],
TicketPendingTimeOlderMinutes = 10,
# new ticket properties (no option is required,
# use just the options which should be changed!)
New = {
# if you want to add a Note
Note = {
From = 'Reminder Admin',
Subject = 'Reminder Notification',
Body = 'The reminder time of this ticket has been
reached!',
},
},
},
# --
Thanks and regards
J
Michiel Beijen wrote:
Hi J,
The easiest, this can be achieved by creating GenericAgent jobs. The
downside of this is that means it'll be scheduled (batch-like) and not
real-time.
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Mon, Jun 22, 2009 at 07:20, Jotrslist.2...@mymail.isbest.biz
mailto:otrslist.2...@mymail.isbest.biz wrote:
Is there any way (or addin module) to simply handle conditional
events in
OTRS.
For example. If a ticket has:
1. a response required of priority = 'A 0-15min then forward
to
urgentescalati...@companyxyz.com
2. a response required of priority = 'A 0-15min then change
queue to
EscalationsTeam
or
3. Queue = 'Critical_Outage' then forward to
mobilephonenum...@smsservice.com
Thanks and regards
J
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Installation path
I have 2 installations in the same server, one in the default path, the other in /opt/otrs2, each one with its own database, both are working fine, so I think it's possible to put it anywhere. Regards, Juan Ferreyra sumeet jain wrote: Does OTRS needs to be installed at /opt/otrs/ Only? - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Installation path
Are both using mod_perl? I only get this working, one with mod_perl, the other without mod_perl. which version do you use? Greetz, Jan Op 25-jun-09, om 15:21 heeft Juan Ferreyra het volgende geschreven: I have 2 installations in the same server, one in the default path, the other in /opt/otrs2, each one with its own database, both are working fine, so I think it's possible to put it anywhere. Regards, Juan Ferreyra sumeet jain wrote: Does OTRS needs to be installed at /opt/otrs/ Only? - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Installation path
We are still not using mod_perl because we are in a dev early fase, we are using otrs version 2.3.4. You can try to configure 2 different virtual hosts in apache. Jan Schuer wrote: Are both using mod_perl? I only get this working, one with mod_perl, the other without mod_perl. which version do you use? Greetz, Jan Op 25-jun-09, om 15:21 heeft Juan Ferreyra het volgende geschreven: I have 2 installations in the same server, one in the default path, the other in /opt/otrs2, each one with its own database, both are working fine, so I think it's possible to put it anywhere. Regards, Juan Ferreyra sumeet jain wrote: Does OTRS needs to be installed at /opt/otrs/ Only? - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] FAQ articles not visible for customers
We have it set up so that all customer users are added the the FAQ group by default. We have added the agents to the FAQ group as well and the articles don't show up for them either in the customer interface. We can see the FAQ categories and article counts but cannot look at the articles. Linda _ From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Yogesh Desai Sent: Tuesday, June 23, 2009 2:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] FAQ articles not visible for customers Have you assigned the group faq to the customer user. Thanks, Yogesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Linda Lewis Sent: Tuesday, June 23, 2009 11:34 PM To: otrs@otrs.org Subject: [otrs] FAQ articles not visible for customers We are just beginning with OTRS. We have created some FAQ articles and have them set to the public (all) state. When we log into the customer interface, the FAQ categories and article counts show up but we can't see the articles. Nothing shows up when we search. Nothing shows up under latest created article, latest changed article, or top 10 articles. They all show up in the agent interface. Changing the articles to external (customer) didn't help either. If anyone has any ideas on how we can get them to show up, it would be very helpful. TIA. Linda Lewis - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Installation path
Thanks.. Actually, the documentation suggests /op/ at all the places,so was confused. Also, seems its possible to run multiple instances of OTRS in one machine... I havent tried but want to do it... Any suggestions/experiences welcome.. On 6/25/09, Juan Ferreyra jferre...@tenroses.com.ar wrote: We are still not using mod_perl because we are in a dev early fase, we are using otrs version 2.3.4. You can try to configure 2 different virtual hosts in apache. Jan Schuer wrote: Are both using mod_perl? I only get this working, one with mod_perl, the other without mod_perl. which version do you use? Greetz, Jan Op 25-jun-09, om 15:21 heeft Juan Ferreyra het volgende geschreven: I have 2 installations in the same server, one in the default path, the other in /opt/otrs2, each one with its own database, both are working fine, so I think it's possible to put it anywhere. Regards, Juan Ferreyra sumeet jain wrote: Does OTRS needs to be installed at /opt/otrs/ Only? - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs-de] Systemmonitoring mit WhatsUp
Hallo Dennis Das Modul SystemMonitoring parst mit den Einstellungen im PostMaster::PreFilterModule###1-SystemMonitoring das E-Mail und füllt die FreeFields1 und FreeFields2 mit den Werten für Host und Service. (das Standardverhalten ist auf das Monitoring System Nagios abgestimmt) Ich kann mir vorstellen, dass Du von WhatsUp die Meldungen nicht im gleichen Format wie Nagios erhältst, also musst Du die Felder (Regex) entsprechend dem Output von WhatsUp anpassen. Lies doch auch die Dokumentation zu SystemMonitoring, da ist es sehr detailliert beschrieben, wie das Modul arbeitet. Aufgrund dieser Informationen solltest Du die Anpassungen für WhatUp machen können. Beste Grüsse, Bruno -Original Message- From: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] On Behalf Of Dennis Schwarzer Sent: Wednesday, June 24, 2009 11:01 PM To: otrs-de@otrs.org Subject: [otrs-de] Systemmonitoring mit WhatsUp Hallo liebe Liste, hat jemand von Euch Erfahrung mit dem SYSTEMMONITORING. Ich versuche es mit WhatsUp einzurichten. Aber es werden bei Statusänderung keine Nachfragen generiert, sondern jeweils ein neues Ticket... Hat einer von Euch eine Idee? Viele Grüße Dennis Schwarzer smime.p7s Description: S/MIME Cryptographic Signature - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Systemmonitoring mit WhatsUp
Hallo, vielen Dank für die Antwort. Ich bin jetzt schon wesentlich weiter. Allerdings scheint das Monitoring nicht richtig zu extrahieren. Welcher Platzhalter muss zwischen den Variablen gesetzt sein? Bei den Standards \s*Host:\s+(.*)\s* \s*Service:\s+(.*)\s* \s*State:\s+(\S+) Und einer Betreffzeile wieder bspw. dieser Host: Testhost, Service: Testservice, State: DOWN Wird folgendes extrahiert: Für Host: Testhost, Service: Testservice, State: DOWN Für Service: Testservice, State: DOWN Für State: DOWN Ich steh' auf der Leitung Gruß Dennis -Ursprüngliche Nachricht- Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von Klaus Bruno Gesendet: Donnerstag, 25. Juni 2009 09:30 An: User questions and discussions about OTRS.org in German Betreff: Re: [otrs-de] Systemmonitoring mit WhatsUp Hallo Dennis Das Modul SystemMonitoring parst mit den Einstellungen im PostMaster::PreFilterModule###1-SystemMonitoring das E-Mail und füllt die FreeFields1 und FreeFields2 mit den Werten für Host und Service. (das Standardverhalten ist auf das Monitoring System Nagios abgestimmt) Ich kann mir vorstellen, dass Du von WhatsUp die Meldungen nicht im gleichen Format wie Nagios erhältst, also musst Du die Felder (Regex) entsprechend dem Output von WhatsUp anpassen. Lies doch auch die Dokumentation zu SystemMonitoring, da ist es sehr detailliert beschrieben, wie das Modul arbeitet. Aufgrund dieser Informationen solltest Du die Anpassungen für WhatUp machen können. Beste Grüsse, Bruno -Original Message- From: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] On Behalf Of Dennis Schwarzer Sent: Wednesday, June 24, 2009 11:01 PM To: otrs-de@otrs.org Subject: [otrs-de] Systemmonitoring mit WhatsUp Hallo liebe Liste, hat jemand von Euch Erfahrung mit dem SYSTEMMONITORING. Ich versuche es mit WhatsUp einzurichten. Aber es werden bei Statusänderung keine Nachfragen generiert, sondern jeweils ein neues Ticket... Hat einer von Euch eine Idee? Viele Grüße Dennis Schwarzer - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
[otrs-de] Paket-Manager funkt nicht
Hallo, ich bin noch nicht lange OTRS User und habe das System erst kürzlich installiert. Mein Problem ist, dass der Paketmanager nicht mehr erscheint (vertschüsst sich ins Nirvana und zeigt nur eine leere Seite an. Mir ist anfangs auch aufgefallen, dass bei Aufruf des Paketmanagers keine URLs in den Auswahlleisten enthalten waren. Ich habe in der Sysconfig die Core::Package Einstellungen für das RepositoryRoot und RepositoryList editiert: RepositoryRoot: http://ftp.otrs.org/pub/otrs/misc/packages/repository.xml http://otrs.org/repository.xml RepositoryList: Schlüssel: http://ftp.otrs.org Inhalt: http://ftp.otrs.org/pub/otrs/misc/packages/repository.xml Schlüssel: http://otrs.orgInhalt: http://otrs.org/repository.xml Kann das der Grund sein, dass der Paketmanager nicht mehr funktioniert? Für hilfreiche Tipps sehr dankbar Johannes - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
[otrs-de] Kategorisierung von Tickets: Subqueues Oder andere Variante?
Hallo zusammen, wir würden unsere eingehenden Tickets gerne nach verschiedenen Gruppen kategorisieren, um später über diese Kategorien statistische Auswertungen zu fahren. Hierzu hatten wir bisher den Ansatz diese Kategorien über Unterqueues abzubilden. Beispiel: Queue Betriebssysteme Unterqueues Windows Linux MacOS Unter-Unterqueues von Windows: Windows XP Windows Vista Prinzipiell geht das, aber in einem nächsten Schritt ist es geplant, unsere OTRS Installation auch für andere Agenten-Teams zu benutzen, die zwar dieselben oder ähnliche Kategorien verwenden sollen, aber NICHT auf die Tickets unsere (sub-)Queues zu greifen sollen. Wir müssten dann also für diese neuen Teams jeweils wieder neue Queues und Subqueues mit ähnlicher Struktur anlegen, was aufwändig ist. Gibt es eine bessere Möglichkeit, Tickets eine Queue zu kategorisieren? Die Freien Felder scheinen mir hierzu nicht geeignet, da wir gerne eine fixe Auswahl von Kategorien vorgeben würden. Vielen Dank Gruss F. Nold - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
