Re: [otrs] GenericAgent doesn't delete tickets

Hi Ralf, which OTRS version do you use? Regards, mg Am 21.11.14 um 14:10 schrieb Ralf Hildebrandt: > I created a generic agent to delete some old, unneeded tickets. > The system reports: > > 6901 Tickets sind betroffen! Was wollen Sie tun? > Warnung: Sie verwenden die Option LÖSCHEN. Alle gelö

[otrs] GenericAgent doesn't delete tickets

I created a generic agent to delete some old, unneeded tickets. The system reports: 6901 Tickets sind betroffen! Was wollen Sie tun? Warnung: Sie verwenden die Option LÖSCHEN. Alle gelöschten Tickets gehen verloren! Job bearbeiten Job ausführen oder Abbrechen Clicking on "Job ausführen" invokes:

Re: [otrs] GenericAgent module

Thanks Renee. Just did it! Daniel Santos daniel.san...@etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 85 3101.6600 On 07/15/13 14:57, Renee B wrote: On 15.07.2013 19:51, Daniel Santos wrote: Hi folks... Finally I got my Jabber Notification module

Re: [otrs] GenericAgent module

On 15.07.2013 19:51, Daniel Santos wrote: > Hi folks... > > Finally I got my Jabber Notification module working as expected, and > IMHO in a more interesting and correct way. Please find attached the > .opm file. > > Is there any way to publish this package in otrs main repo? Not that I'm aware of

Re: [otrs] GenericAgent module

Nice Gerald!! Now the Event flow got clear in my mind. I'll try to implement it and as soon I have it well tested I'll try to post it. Thanks again. Daniel Santos daniel.san...@etice.ce.gov.br ETICE - Empresa de Tecnologia da Informação do Ceará www.etice.ce.gov.br +55 85 3101.6600 On 07/09/

Re: [otrs] GenericAgent module

heh. If you want "Best Practices" of OTRS development, I might not be the best source. I come from a JFDI background. :) :) Assuming that GenericAgent.pm is calling Kernel/System/GenericAgent/NotifyAgentGroupOfCustomQueue.pm It's calling TicketObject->SendAgentNotification and that's about it.

Re: [otrs] GenericAgent module

Hmm... got it!!! For me, it's important to be in compliance with the 'best practices' of OTRS development... As I do not change anything in the ticket, like you said, its better to have a Ticket Event triggered when the GenericAgent sends the Escalation notification. I've tried it before, but

Re: [otrs] GenericAgent module

If the generic agent was able to change something (dynamic field, state, queue) that created an event, I'd use an event. If not, I'd add the check at the same time as the other GenericAgent that does that. "Which is the best?" In my opinion, in theory, the thing that doesn't run code unnecessarily

Re: [otrs] GenericAgent module

Gerald, I used the same approach that GenericAgent uses to send escalated notifications, which is a cron scheduled job that runs bin/otrs.GenericAgent.pl and send escalation notifications as necessary. The only difference on my module is that, instead of sending to e-mail, we are sending to j

Re: [otrs] GenericAgent module

You could, but I don't understand why you want to use a scheduled job to do a notification when a ticket is escalated. It would appear to me you'd want that as an event upon occurrence, not a scheduled test if criteria has been met. If you wish to do what you propose, how you've asked is the corre

Re: [otrs] GenericAgent module

Hi, I've managed to get my module working... it was a typo in my Needed Modules. Sorry about that. Now I'm wondering how can I add a new Generic Agent job in Kernel/Config/GenericAgentJabberNotification.pm and active it without touching Kernel/Config/GenericAgent.pm. Do I need to setup a n

[otrs] GenericAgent module

Hi, I'm setting up a Generic Agent to make some customization in my OTRS installation to send other notifications when a ticket is escalated. But when I try to use a Get from ConfigObject I'm always getting a: "Message: Can't call method "Get" on an undefined value". ConfigObject is already i

Re: [otrs] GenericAgent

I don't have an OTRS user , or how to know if the OTRS user is exist or no. -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven Carr Sent: Wednesday, March 06, 2013 5:33 PM To: User questions and discussions about OTRS. Subject: Re:

Re: [otrs] GenericAgent

On 6 March 2013 14:27, Yousef Hamad wrote: > When I run ./Cron.sh start OTRS_USE R it gave me No such file or directory. > > Please advice . > > Yousef You have to replace OTRS_USER with the username of the account you have created for otrs to use (usually just "otrs"). But these are simple lin

Re: [otrs] GenericAgent

OTRS. Subject: Re: [otrs] GenericAgent On 6 March 2013 11:36, Yousef Hamad wrote: > What do you mean crontab? Is the crontab the same folder below > Opt/Otrs/Var/Cron ? > > I configured the Generic_Agent_Database: >> # start generic agent every 10 minutes >> *

Re: [otrs] GenericAgent

: User questions and discussions about OTRS. Subject: Re: [otrs] GenericAgent On 6 March 2013 11:36, Yousef Hamad wrote: > What do you mean crontab? Is the crontab the same folder below > Opt/Otrs/Var/Cron ? > > I configured the Generic_Agent_Database: >> # start generic agen

Re: [otrs] GenericAgent

On 6 March 2013 11:36, Yousef Hamad wrote: > What do you mean crontab? Is the crontab the same folder below > Opt/Otrs/Var/Cron ? > > I configured the Generic_Agent_Database: >> # start generic agent every 10 minutes >> */10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null > > And p

Re: [otrs] GenericAgent

Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven Carr Sent: Wednesday, March 06, 2013 2:28 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] GenericAgent On 6 March 2013 11:20, Yousef Hamad wrote: > # start generic

Re: [otrs] GenericAgent

On 6 March 2013 11:20, Yousef Hamad wrote: > # start generic agent every 10 minutes > */10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null > # start generic agent every 20 minutes > */10 * * * *$HOME/bin/otrs.GenericAgent.pl >> /dev/null > > These sitting on Generic_Agent_databas

Re: [otrs] GenericAgent

ge- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven Carr Sent: Wednesday, March 06, 2013 2:17 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] GenericAgent What did you configure for the cron job for the Generic Agent tasks? e.g. on my syste

Re: [otrs] GenericAgent

neric Agent to works automatically. > > thanks > > -Original Message- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David > Boyes > Sent: Tuesday, March 05, 2013 7:49 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] G

Re: [otrs] GenericAgent

Can you show me what steps are in Generic Agent to works automatically. thanks -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David Boyes Sent: Tuesday, March 05, 2013 7:49 PM To: User questions and discussions about OTRS. Subject: Re: [otrs

Re: [otrs] GenericAgent

> I did but doesn't work. Please, I have to finish this project on Thursday , > can > you show me step by step . You should contact one of the professional services organizations and purchase some of their time. This list is volunteers answering questions in our spare time after/on top of our

Re: [otrs] GenericAgent

please help time is down. > > ** ** > > Thanks > > ** ** > > Yousef Hamad > > ** ** > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* Tuesday, March 05, 2013 4:03 PM > > *To:* User q

Re: [otrs] GenericAgent

oumns from time settings in Agent`s portal . please help time is down. Thanks Yousef Hamad From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Tuesday, March 05, 2013 4:03 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] GenericAgent @Y

Re: [otrs] GenericAgent

u show me step by step . > > Thanks, > Yousef Hamad. > > -Original Message- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > Steven Carr > Sent: Tuesday, March 05, 2013 3:21 PM > To: User questions and discussions about OTRS. > Subjec

Re: [otrs] GenericAgent

User questions and discussions about OTRS. Subject: Re: [otrs] GenericAgent If you have configured the cron jobs then the generic agent jobs will run when you scheduled the cron jobs. Steve On 5 March 2013 06:15, Yousef Hamad wrote: > Hi, > > I am given a project to perform, install

Re: [otrs] GenericAgent

If you have configured the cron jobs then the generic agent jobs will run when you scheduled the cron jobs. Steve On 5 March 2013 06:15, Yousef Hamad wrote: > Hi, > > I am given a project to perform, install OTRS,configure SLA,LDAP,Survey and > GenericAgent. I had problem in how to configure th

[otrs] GenericAgent

Hi, I am given a project to perform, install OTRS,configure SLA,LDAP,Survey and GenericAgent. I had problem in how to configure the Generic Agent to work automatically . Thanks, Yousef Hamad. _

Re: [otrs] GenericAgent and Fulltext-search

Hi, Did you tried „%2011%year%” it sometmies helps! Greetings ES From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of ??? ?? Sent: Tuesday, August 21, 2012 3:28 PM To: otrs@otrs.org Subject: [otrs] GenericAgent and Fulltext-search Hello! Sorry for bad English. I

[otrs] GenericAgent and Fulltext-search

Hello! Sorry for bad English. I have a trouble with GenericAgent and Fulltext-search in article. I need search some text, "2011 year", for example. I entered *2011 year* in Ticket Filter, and see "0 Tickets affected!" as result of search. Of course, I have tickets with "2011 year" in text – sea

Re: [otrs] GenericAgent - Escalation States Filtering Problem

Dear all, In case anyone desperately searching a similar solution, here is a config that works as intended: # [name of job] -> upstairing mechanism 'upstairing mechanism' => { # job applies to tickets which: Queue => 'foo', States => ['new','open'], Locks =>

Re: [otrs] GenericAgent - Escalation States Filtering Problem

Anyone an idea on this ? cheers, ffe Am 16.03.12 15:57, schrieb Franz Esberger: > Dear all, > > i stumbled across i problem when trying to move "new" and "open" tickets > that are escalated from one queue (foo) to another (bar). > > I setup a GenericAgent: > ># [name of job] -> upstairing mec

Re: [otrs] GenericAgent - Escalation States Filtering Problem

arg! confused me. forget my last email. Am 16.03.12 16:29, schrieb Franz Esberger: > Of course it shoud read: > > > > i stumbled across i problem when trying to move tickets > that are escalated from one queue (foo) to another (bar) with states other > than "new" and "open". > . > > > > Am 16.0

Re: [otrs] GenericAgent - Escalation States Filtering Problem

Of course it shoud read: i stumbled across i problem when trying to move tickets that are escalated from one queue (foo) to another (bar) with states other than "new" and "open". . Am 16.03.12 15:57, schrieb Franz Esberger: > Dear all, > > i stumbled across i problem when trying to move "new

[otrs] GenericAgent - Escalation States Filtering Problem

Dear all, i stumbled across i problem when trying to move "new" and "open" tickets that are escalated from one queue (foo) to another (bar). I setup a GenericAgent: # [name of job] -> upstairing mechanism 'upstairing mechanism' => { # job applies to tickets which: Queue =>

Re: [otrs] GenericAgent, auto-forwarding tickets (Michiel Beijen)

trs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > -- Message: 2 Date: Thu, 18 Nov 2010 13:27:21 +0100 From: Alexander Halle Subject: Re: [otrs] GenericAgent, auto-forward

Re: [otrs] GenericAgent, auto-forwarding tickets

Michiel Beijen wrote : What about using a combination of GenericAgent and Event Based notification? * Use a GenericAgent job to move to some special queue. * Create an event based notification to send the text to the predefined address if a ticket is moved into this queue. Hi Mike, thanks for

Re: [otrs] GenericAgent, auto-forwarding tickets

What about using a combination of GenericAgent and Event Based notification? * Use a GenericAgent job to move to some special queue. * Create an event based notification to send the text to the predefined address if a ticket is moved into this queue. Yes, it would be nicer if GenericAgent would al

Re: [otrs] GenericAgent, auto-forwarding tickets

Gerald Young wrote : [...] Otherwise, I'm not entirely certain that the ticket can be forwarded as a normal email without some development. Hi Gerald, many thanks for your answers and the quick reply time. I have to rethink the problem. I assumed that it would be easy to access the email sub

Re: [otrs] GenericAgent, auto-forwarding tickets

It appears possible to "Forward" the ticket by clicking a Response and changing the To: email address (and subject?) manually. At the same time, the next ticket state could be chosen closed. Otherwise, I'm not entirely certain that the ticket can be forwarded as a normal email without some developm

Re: [otrs] GenericAgent, auto-forwarding tickets

Gerald Young wrote : Would it make sense to say "Tickets moved to this queue are assigned a watcher"? Or do you want a Notification (Event) "Ticket Moved to this Queue" TicketQueueUpdate? Or do you want to unlock a ticket when moved to the queue and use the Agent "My Queues" notification prefer

Re: [otrs] GenericAgent, auto-forwarding tickets

Would it make sense to say "Tickets moved to this queue are assigned a watcher"? Or do you want a Notification (Event) "Ticket Moved to this Queue" TicketQueueUpdate? Or do you want to unlock a ticket when moved to the queue and use the Agent "My Queues" notification preferences? On Fri, Nov 12, 2

[otrs] GenericAgent, auto-forwarding tickets

Hi, I need to automatically forward all tickets that get moved to a certain queue. This functionality isn't implemented in the GenereicAgent. Could someone please give me a hint how to realize this via the GenericAgent CMD option ? I know how to send emails via script but I don't know how t

Re: [otrs] GenericAgent inputs

Got it : it's an agent-preference. Is it possible to force this for all agents ? Ionel Le 29 oct. 2010 à 13:51, Ionel GARDAIS a écrit : > Hi, > > Thanks to the example file, I've configured GenericAgent.pm to send > Escalation mails : > >'send escalation notifications' => { >Es

[otrs] GenericAgent inputs

Hi, Thanks to the example file, I've configured GenericAgent.pm to send Escalation mails : 'send escalation notifications' => { Escalation => 1, New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', }, }, I was saw

[otrs] GenericAgent - search through articles, not just initial ticket?

Is is possible to have GenericAgent search through added articles to a ticket, not just the initial ticket? We are trying to catch something in the body of each article that will trigger us making an automatic note. It seems that the search is only looking at the initial tickets and not any o

[otrs] GenericAgent - Sending E-mails

Hi to everyone, I was simply curious to know how to send an e-mail within a GenericAgent job. I searched over the Internet but I haven't find much information about it... We must send an e-mail to the agents only for notifying that a ticket had no action taken from a certain number of time (lo

Re: [otrs] genericagent can not search by subject or from email id with decimal

Saurabh Pande wrote : in otrs 2.4.6 (running on linux), i am unable to get genericagent batch jobs execute when setting them to search on: * subject: You have a new Voicemail i have tried the above text without double quotes, with them and even with single quotes but each time it results in 0

[otrs] genericagent can not search by subject or from email id with decimal

hi, in otrs 2.4.6 (running on linux), i am unable to get genericagent batch jobs execute when setting them to search on: * subject: You have a new Voicemail i have tried the above text without double quotes, with them and even with single quotes but each time it results in 0 matching mails w

Re: [otrs] GenericAgent running more often than 10min

Hi there, I thought at first it worked but it is not :( The following entry in GenericAgent.pm is moving ALL tickets to the desired queue (not only the ones that should be moved) # [name of job] -> move all tickets from tricky to experts # -- 'move tickets from MDS to MDS Critico' =>

Re: [otrs] GenericAgent running more often than 10min [SOLVED]

Indeed! Here is the working job (running every two minutes no problem!): # -- 'move tickets from MDS to MDS Critico' => { # get all tickets with these properties Queue => ['Mesa de Servicios'], SLA => ['Critico 30min'], # new ticket properties New =

Re: [otrs] GenericAgent running more often than 10min

On 23.11.2009, at 21:32, Leonardo Certuche wrote: > Thanks Nils and Alexander for your explanations, now I have a better > understanding about GenericAgent behavior. I was checking > /opt/otrs/Kernel/Config/GenericAgent.pm.examples and it's clear how to use it > but none of the examples uses IT

Re: [otrs] GenericAgent running more often than 10min

Thanks Nils and Alexander for your explanations, now I have a better understanding about GenericAgent behavior. I was checking /opt/otrs/Kernel/Config/GenericAgent.pm.examples and it's clear how to use it but none of the examples uses ITSM fields such as Service or SLA, is it possible to use it? We

Re: [otrs] GenericAgent running more often than 10min

Nils Leideck - ITSM wrote : [...] The one which is calling the GenericAgent.pl with "-c db" is executed every 10 minutes, keep this as it is so the GUI is not lying ;-) The other one is executing GenericAgent.pl with "-c 'Kernel::Config::Gener

Re: [otrs] GenericAgent running more often than 10min

Hi all, Am 22.11.2009 um 02:52 schrieb Alexander Halle: > Leonardo Certuche wrote : > [...] >> I first tried decreasing the crontab time for the GenericAgent.pl: >> */2 * * * *$HOME/bin/GenericAgent.pl >> /dev/null >> But that seems not to work :( > [...] > > I think that there are two sorts

Re: [otrs] GenericAgent running more often than 10min

Leonardo Certuche wrote : [...] I first tried decreasing the crontab time for the GenericAgent.pl: */2 * * * *$HOME/bin/GenericAgent.pl >> /dev/null But that seems not to work :( [...] Hello Leonardo, I think that there are two sorts of GenericAgent jobs, those who are configured in the

[otrs] GenericAgent running more often than 10min

Hi there, We're trying to move tickets with certain SLA (or certain services) to a given queue. Unfortunately the first response time associated is 10 minutes so waiting precisely 10 minutes (which is the least you can choose from index.pl?Action=AdminGenericAgent) sounds like too much. I first tr

Re: [otrs] GenericAgent time since ticket moved or last action

ignore this message I found it PendingDiffTime - 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 SU

Re: [otrs] GenericAgent time since ticket moved or last action

thanks, that would work as solution. the only issue I have is trying to find the pending time settings. I want to sent the pending autoclose+ to 7 days. then when I run the cron daily, it'll close all the 7 day old tickets. but I cannot find anywhere the settings to configure any times thanks

Re: [otrs] GenericAgent time since ticket moved or last action

HI, This can't be done, because there is no event like this. Try the following: 1.) pending 18 days and move 2.) database generic agent(frontend) that checks every day for tickets that have reached their pending date. 3.) then close ticket Alternative, set pending auto close, then you nee

Re: [otrs] GenericAgent time since ticket moved or last action

Hi Stephen, On Aug 19, 2009, at 14:21 , Stephen Gebbie wrote: I am trying to write (command line) a GenericAgent to automatically close tickets that are in a 'complete' folder once they have been in that folder for 1 week. but I cannot find the keyword for TimeSinceLastAction or TimeSinceM

[otrs] GenericAgent time since ticket moved or last action

Hi I am trying to write (command line) a GenericAgent to automatically close tickets that are in a 'complete' folder once they have been in that folder for 1 week. but I cannot find the keyword for TimeSinceLastAction or TimeSinceMoved or something like that the tickets can be over 18 days ol

Re: [otrs] GenericAgent not performing UPDATE

After some more testing, I found out that I can can get this job to function if I comment out the line referring to the escalation of the ticket. That is, I comment out the line # Escalation => 1, Any ideas how to make the escalation command work? Thanks, Amanda On Aug 14, 2008, at 4:33 PM,

Re: [otrs] GenericAgent not performing

Steve, Thanks so much. I'm actually aware of the two methods, and the job I need done is too complicated for the GUI, so I went into GenericAgent.pm to directly enter the code in perl. However, for some reason, the code isn't actually having any affect. I've tried several different code

Re: [otrs] GenericAgent not performing

Hi Amanda, As far as I know there are 2 methods of creating Generic Agent jobs, you can create them through the GUI in which case they are stored within the database itself or you can create them by editing the GenericAgent.pm file. The GenericAgent.pm file allows you to do more complex tasks

[otrs] GenericAgent not performing

Hey, I was wondering if anyone had come to any miraculous conclusions about why modifying .../Config/GenericAgent.pm wasn't adding jobs to my web interface. Here's what I've done: I've been looking at the examples in GenericAgent.pm.examples to see how to do so and I'm rather certain that m

Re: [otrs] GenericAgent - Send no notifications

Andrew Glossop wrote: I'm new to OTRS. Apologies if this has been discussed before (yes I did Google it, but found nothing) When configuring a job in GenericAgent, one option is "Send no notifications". With an explanation, thankfully, of "Yes means, send no agent and customer notificatio

[otrs] GenericAgent - Send no notifications

Hi, I'm new to OTRS. Apologies if this has been discussed before (yes I did Google it, but found nothing) When configuring a job in GenericAgent, one option is "Send no notifications". With an explanation, thankfully, of "Yes means, send no agent and customer notifications on changes. No mea

[otrs] GenericAgent to Send Email / Notification

Hello, I am trying what I believe to be a simple task with no luck. I am trying to run a GenericAgent and have it send notifications to Agents in my Queue just like the sample Escalation does. I would like to do it through the Interface instead of in the .pm file if possible. Any help greatl

[otrs] genericagent not found

Hello, I found in my otrs.log the following error: [Thu Jul 26 09:20:01 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! The GenericAgent.pl module is present in the bin directory, but can't be found by otrs. I am using version 2.2.1 on a Server

Re: [otrs] GenericAgent - Finding tickets closed in the last n days

Hi Jan Jan Miczaika schrieb: > Hello, > > I would like to include all tickets in a GenericAgent query, which have > been closed in the last n days. I can find an option for selecting the > tickets created in the last n days. Is there an option for those closed > in the last n days? No, this opti

[otrs] GenericAgent - Finding tickets closed in the last n days

Hello, I would like to include all tickets in a GenericAgent query, which have been closed in the last n days. I can find an option for selecting the tickets created in the last n days. Is there an option for those closed in the last n days? Thanks Jan -- Geschäftsführer / Managing Direct

[otrs] GenericAgent/GenericCustomer ?

Hi, I know that we can use GenericAgent to execute tasks automaticly on tickets that are opened. What i want now is automaticly create some new tickets in OTRS (every day for instance) Is this possible to do this with GenericAgent or do i need to add a "GenericCustomer" feature in OTRS ? Regard

[otrs] GenericAgent BUG

Hi, I've noticed, that GenericAgent's sheduler doesn't consired minutes. I've set up GenericAgent job, which should run at 12:10 and 23:10. In Job-List I can see, that job was ran at 12:00 and 23:00. Best regards, Alex ___ OTRS mailing list: otrs - We

Re: [otrs] GenericAgent Trouble / Question

Hi Gilles, On Fri, Jun 06, 2003 at 08:39:12AM +0200, [EMAIL PROTECTED] wrote: > I have some trouble with the GenericAgent.pl: it regularly stops after > treating a certain number of messages. The error is always: > > "Modification of non-creatable array value attempted, subscript -1 at > /opt/o

[otrs] GenericAgent Trouble / Question

Hi, I have some trouble with the GenericAgent.pl: it regularly stops after treating a certain number of messages. The error is always: "Modification of non-creatable array value attempted, subscript -1 at /opt/otrs/Kernel/System/Ticket/Article.pm line 473." The action that it failing is the fo