[otrs] Generic Agent

Discussion:

Garabed Yegavian

2011-09-30 05:54:52 UTC

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

Shawn Beasley

2011-09-30 06:20:50 UTC

Permalink

Garabed,

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

Post by Garabed Yegavian
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?....

Garabed Yegavian

2011-09-30 14:19:58 UTC

Permalink

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

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

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

Send otrs mailing list submissions to
***@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-***@otrs.org

You can reach the person managing the list at
otrs-***@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 <***@gmail.com>
Subject: [otrs] Customer New Ticket View
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID:
<***@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

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

Thanks
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.otrs.org/pipermail/otrs/attachments/20110929/cc2dc776/attachment-0001.html>

------------------------------

Message: 2
Date: Thu, 29 Sep 2011 11:14:17 -0300
From: Wagner <***@gmail.com>
Subject: Re: [otrs] ACL Help
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID:
<CAO0inomGXhvii4_A9CETvttvcJTh-***@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

Thanks for the help.

I was testing with root, worked with normal users

Thanks

Dear Wagner,

I'm trying to create a simply ACL, just copied the same from the otrs doc

to Config.pm

$Self->{TicketAcl}->{'ACL-Name-1'} = {
Properties => {
Ticket => {
Queue => ['Raw'],
},
},
Possible => {
Action => {
AgentTicketClose => 0,
},
},
};
to remove the close option from the queue Raw, but this doesn't work,

I've set everything to 0, and got nothing changed.

Is there anywhere that I should change? Or enable ACLs, anything to make

this work?
-- Cheers, Nils
http://webint.cryptonode.de / a Fractal project
---------------------------------------------------------------------
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/20110929/3b6ba440/attachment-0001.html>

------------------------------

Message: 3
Date: Thu, 29 Sep 2011 11:05:31 -0400
From: Ugo Bellavance <***@lubik.ca>
Subject: Re: [otrs] Customer New Ticket View
To: ***@otrs.org
Message-ID: <j621fr$jrq$***@dough.gmane.org>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

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 <***@lubik.ca>
Subject: [otrs] Stats about escalations
To: ***@otrs.org
Message-ID: <j628ol$jrq$***@dough.gmane.org>
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 <***@gmail.com>
Subject: Re: [otrs] Customer New Ticket View
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID:
<CAO0ino=rXxrDJzG+f7mbR66SvGKiGY0rUfFM6q2gj_WD4=***@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

3.0.10

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 <***@firelinebroadband.com>
Subject: [otrs] Generic Agent
To: "***@otrs.org" <***@otrs.org>
Message-ID:
<***@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 <***@otrs.com>
Subject: Re: [otrs] Generic Agent
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID: <0AE109B7-B851-4CC3-955E-***@otrs.com>
Content-Type: text/plain; charset="iso-8859-1"

Garabed,

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

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?....

Rory

2011-09-30 14:28:56 UTC

Permalink

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

Ugo Bellavance

2011-09-30 17:23:42 UTC

Permalink

Post by Garabed Yegavian
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

Garabed Yegavian

2011-09-30 20:00:39 UTC

Permalink

When I attempt to run ./Cron.sh start as otrs user I am getting /opt/otrs/var/tmp/otrs-cron-tmp.17704":0: bad minute errors in crontab file, cant install.

Also going through the directions
All scripts are ending in .dist. You should copy them to files with no ending.

linux:/opt/otrs/var/cron# for foo in `ls -1 *.dist` ; do cp $foo
`basename $foo .dist`; done
linux:/opt/otrs/var/cron# ls
aaa_base generic_agent.dist rebuild_ticket_index
aaa_base.dist pending_jobs
rebuild_ticket_index.dist
fetchmail pending_jobs.dist session
fetchmail.dist postmaster session.dist
generic_agent postmaster.dist unlock
generic_agent-database postmaster_pop3 unlock.dist
generic_agent-database.dist postmaster_pop3.dist

I ended up with all the files duplicating with basename filename.dist .dist and I cannot delete any of them.

This is getting messy please I need HELP :) :(

Thank you,

Garabed Yegavian

-----Original Message-----
From: otrs-***@otrs.org [mailto:otrs-***@otrs.org] On Behalf Of otrs-***@otrs.org
Sent: Thursday, September 29, 2011 11:23 PM
To: ***@otrs.org
Subject: otrs Digest, Vol 36, Issue 80

Send otrs mailing list submissions to
***@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-***@otrs.org

You can reach the person managing the list at
otrs-***@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 <***@gmail.com>
Subject: [otrs] Customer New Ticket View
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID:
<***@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

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

Thanks
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.otrs.org/pipermail/otrs/attachments/20110929/cc2dc776/attachment-0001.html>

------------------------------

Message: 2
Date: Thu, 29 Sep 2011 11:14:17 -0300
From: Wagner <***@gmail.com>
Subject: Re: [otrs] ACL Help
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID:
<CAO0inomGXhvii4_A9CETvttvcJTh-***@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

Thanks for the help.

I was testing with root, worked with normal users

Thanks

Dear Wagner,

I'm trying to create a simply ACL, just copied the same from the otrs doc

to Config.pm

I've set everything to 0, and got nothing changed.

Is there anywhere that I should change? Or enable ACLs, anything to make

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?....

Garabed Yegavian

2011-09-30 23:57:15 UTC

Permalink

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

Send otrs mailing list submissions to
***@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-***@otrs.org

You can reach the person managing the list at
otrs-***@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 <***@gmail.com>
Subject: Re: [otrs] Problem after installed ITSM Module
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID:
<CAO0ino=LCyfiPTn_fo-O1U=Cy2nJOjDqsGi+gscz+cBqH+-***@mail.gmail.com>
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

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 <***@firelinebroadband.com>
Subject: Re: [otrs] Generic Agent
To: "***@otrs.org" <***@otrs.org>
Message-ID:
<***@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
***@firelinebroadband.com

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

Send otrs mailing list submissions to
***@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-***@otrs.org

You can reach the person managing the list at
otrs-***@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 <***@gmail.com>
Subject: [otrs] Customer New Ticket View
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID:
<***@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

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

Thanks
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.otrs.org/pipermail/otrs/attachments/20110929/cc2dc776/attachment-0001.html>

------------------------------

Message: 2
Date: Thu, 29 Sep 2011 11:14:17 -0300
From: Wagner <***@gmail.com>
Subject: Re: [otrs] ACL Help
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID:
<CAO0inomGXhvii4_A9CETvttvcJTh-***@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

Thanks for the help.

I was testing with root, worked with normal users

Thanks

Dear Wagner,

I'm trying to create a simply ACL, just copied the same from the otrs doc

to Config.pm

I've set everything to 0, and got nothing changed.

Is there anywhere that I should change? Or enable ACLs, anything to make

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
************************************

------------------------------

Message: 3
Date: Fri, 30 Sep 2011 15:28:56 +0100
From: Rory <***@gmail.com>
Subject: Re: [otrs] Generic Agent
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID:
<CAGf7qGDyYEhHAehNkyy5=ufpewyWgTWh6mZ+***@mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1

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

------------------------------

Message: 4
Date: Fri, 30 Sep 2011 13:23:42 -0400
From: Ugo Bellavance <***@lubik.ca>
Subject: Re: [otrs] Generic Agent
To: ***@otrs.org
Message-ID: <j64tuu$hkv$***@dough.gmane.org>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

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

------------------------------

Message: 5
Date: Fri, 30 Sep 2011 13:00:39 -0700
From: Garabed Yegavian <***@firelinebroadband.com>
Subject: Re: [otrs] Generic Agent
To: "***@otrs.org" <***@otrs.org>
Message-ID:
<***@FNSEXCH.fns.local>
Content-Type: text/plain; charset="us-ascii"

When I attempt to run ./Cron.sh start as otrs user I am getting /opt/otrs/var/tmp/otrs-cron-tmp.17704":0: bad minute errors in crontab file, cant install.

Also going through the directions
All scripts are ending in .dist. You should copy them to files with no ending.

linux:/opt/otrs/var/cron# for foo in `ls -1 *.dist` ; do cp $foo
`basename $foo .dist`; done
linux:/opt/otrs/var/cron# ls
aaa_base generic_agent.dist rebuild_ticket_index
aaa_base.dist pending_jobs
rebuild_ticket_index.dist
fetchmail pending_jobs.dist session
fetchmail.dist postmaster session.dist
generic_agent postmaster.dist unlock
generic_agent-database postmaster_pop3 unlock.dist
generic_agent-database.dist postmaster_pop3.dist

I ended up with all the files duplicating with basename filename.dist .dist and I cannot delete any of them.

This is getting messy please I need HELP :) :(

Thank you,

Garabed Yegavian

-----Original Message-----
From: otrs-***@otrs.org [mailto:otrs-***@otrs.org] On Behalf Of otrs-***@otrs.org
Sent: Thursday, September 29, 2011 11:23 PM
To: ***@otrs.org
Subject: otrs Digest, Vol 36, Issue 80

Send otrs mailing list submissions to
***@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-***@otrs.org

You can reach the person managing the list at
otrs-***@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 <***@gmail.com>
Subject: [otrs] Customer New Ticket View
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID:
<***@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

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

Thanks
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.otrs.org/pipermail/otrs/attachments/20110929/cc2dc776/attachment-0001.html>

------------------------------

Message: 2
Date: Thu, 29 Sep 2011 11:14:17 -0300
From: Wagner <***@gmail.com>
Subject: Re: [otrs] ACL Help
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID:
<CAO0inomGXhvii4_A9CETvttvcJTh-***@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

Thanks for the help.

I was testing with root, worked with normal users

Thanks

Dear Wagner,

I'm trying to create a simply ACL, just copied the same from the otrs doc

to Config.pm

I've set everything to 0, and got nothing changed.

Is there anywhere that I should change? Or enable ACLs, anything to make

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?....

Ugo Bellavance

2011-10-02 03:09:48 UTC

Permalink

Post by 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?

Did you check your logs?

Garabed Yegavian

2011-10-03 16:06:34 UTC

Permalink

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

Thank you,

Garabed Yegavian

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

Send otrs mailing list submissions to
***@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-***@otrs.org

You can reach the person managing the list at
otrs-***@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 <***@lubik.ca>
Subject: Re: [otrs] Generic Agent
To: ***@otrs.org
Message-ID: <j68klt$lrg$***@dough.gmane.org>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Did you check your logs?

Rory

2011-10-04 08:54:42 UTC

Permalink

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

Rory

2011-10-04 08:56:34 UTC

Permalink

Edit to my last mail:

If cron is not running start it with the command

/etc/init.d/cron start

Rory

Post by 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

Garabed Yegavian

2011-10-05 15:58:21 UTC

Permalink

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=<***@support.firelinebroadband.com>, relay=***@localhost
Oct 5 08:55:01 support sm-mta[32667]: p95Ft1qo032667: from=<***@support.firelinebroadband.com>, size=607, class=0, nrcpts=1, msgid=<***@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=<***@support.firelinebroadband.com>, ctladdr=<***@support.firelinebroadband.com> (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=<***@support.firelinebroadband.com>, relay=***@localhost
Oct 5 08:56:01 support sm-mta[32675]: p95Fu136032675: from=<***@support.firelinebroadband.com>, size=607, class=0, nrcpts=1, msgid=<***@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=<***@support.firelinebroadband.com>, ctladdr=<***@support.firelinebroadband.com> (1000/1000), delay=00:00:01, xdelay=00:00:00, mailer=local, pri=30874, dsn=2.0.0, stat=Sent

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

Send otrs mailing list submissions to
***@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-***@otrs.org

You can reach the person managing the list at
otrs-***@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 <***@gmail.com>
Subject: [otrs] FreeText ACLs
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID:
<CAO0inons+***@mail.gmail.com>
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 <***@leidex.net>
Subject: Re: [otrs] FreeText ACLs
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID: <F911719A-11D1-4727-9DA0-***@leidex.net>
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.

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 <***@gmail.com>
Subject: Re: [otrs] Generic Agent
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID:
<CAGf7qGBPvMQRGHZTyPZ-BWeysPW2p6W_TQMBL6Sd+***@mail.gmail.com>
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 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

------------------------------

Message: 4
Date: Tue, 4 Oct 2011 09:56:34 +0100
From: Rory <***@gmail.com>
Subject: Re: [otrs] Generic Agent
To: "User questions and discussions about OTRS." <***@otrs.org>
Message-ID:
<CAGf7qGAcKkjvBuigGA=5T3PFfQ9F9fwVxT3j3czKzFB9-***@mail.gmail.com>
Content-Type: text/plain; charset=ISO-8859-1

Edit to my last mail:

If cron is not running start it with the command

/etc/init.d/cron start

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

End of otrs Digest, Vol 37, Issue 5
***********************************

Rory

2011-10-06 12:45:18 UTC

Permalink

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 <start|stop|restart> <otrs_username>

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.

Continue reading on narkive:

Search results for '[otrs] Generic Agent' (Questions and Answers)

replies

Do medicare prescription plans only allow generic meds?

started 2018-08-11 13:42:33 UTC

insurance

replies

what does Trojan.Agent.Gen do to my computer?

started 2011-03-27 13:40:06 UTC

security

replies

Why would a prospective literary agent request a professional critique of a manuscript prior to contracting?