Znuny and ((OTRS)) Community Edition

ArielRauch

I have monitored customers which have a sla for only parts of the day.
I would like to be able to set priority according to the time the mail is sent checked against a calendar.
This way I can make the system react differently with notifications and urgency level.
Any ideas?

Thanks
Ariel

ArielRauch

I have used a workaround:
I have created a sla for each company. Via the postmaster filter I am assigning this filter automatically.
I hope this suites you too
Ariel

ArielRauch

Wouldn't this one return alert or ok instead of the service?

ArielRauch

ok - I'll explain: I am using the system monitoring module for Nagios. for this purpose I am using the "before postmaster filter" option. In addition I have a customer where I need to poll a mailbox. As it works very similar to Nagios I thought I will "misuse" the "before po...

ArielRauch

Sorry my fault, I was not clear at all. The service name is not always the same and I need him for the service field. This can be easily achieved by putting him into round brackets. The state (alert or ok) which is the word before "for" must be also in round brackets (alert|ok) but the it ...

ArielRauch

Hi, I have connected Nagios to OTRS via the system monitoring module without any problems. Now I have another input source and I would like to use the "before postmaster" filter for it. It works, but I have some problems with the regular expression. Perhaps someone can help me out: The rel...

ArielRauch

Sorry for my ignorance:
What is dl?

ArielRauch

now it is getting hot:)
How can I specify more than one email address?

BTW, we developed a small smtp gateway which stores and forward mails or send them by sms according to some "signs" in the mail.

Thanks

Ariel

ArielRauch

Hi,
I am trying to figure out how I can remove the settings from the dashboard in order to receive a wider screen for the tickets?

Any ideas?

Thanks

Ariel

ArielRauch

Yes, exactly this was my idea. Nevertheless, I am still left with the issue that if I want a customer to receive mail and sms I cannot define on the same event (e.g. ticket create) two responses.

Thanks

Ariel

ArielRauch

In the end I solved my private issue by defining ACLs that way that the owner button is not visible to the agents

Thanks

Ariel

ArielRauch

this is exactly my problem!!! Above of 90% of my tickets are opened by Nagios. What I thought was the following: 1. I might define for every customerid a customer named <customerid_notify>. This customer should match a distribution group of this specific customerid (company). 2. The Nagios filter wi...

ArielRauch

Hi, I would like to have some of my customers informed about some of the events (new, follow up, etc). I have several customers (companies - customerids) and do not see any possibility to use the notification events. I thought using the auto response for queues but for tickets opened by nagios (I am...

ArielRauch

Is there any notification (mail) that should be initiated as a result of the internal note you are creating?

ArielRauch

I had a similar problem. When otrs get stuck on something it has problems to get to the next screen. My problem was the email sending. After solving the SMTP problems I was able to proceed to the next screen after performing changes on the ticket which invoked email sending.

I hope this helps.

Ariel

ArielRauch

Hi, I have connected Nagios to the OTRS system. Now every notification at Nagios is opening a ticket. Via postmaster filter I am able to assign the company, priority and queue automatically. My problem is now regarding the SLA: 1. I have defined services per customer(Company). 2. In addition I have ...

ArielRauch

First of all thank you very much!
Your EDIT remark is right but:) I wanted the Agent to be not able to change the owner but to himself (lock) - In the meantime I found a way via the ACL rules.
Secondly as you said the default owner is otrs admin - how can I avoid this?

Thanks

Ariel

ArielRauch

Thank you.
I will try to get along without it.

Ariel

ArielRauch

please enlighten us all

ArielRauch

To make the required workflow clearer: 1. Incoming tickets should be without Owner (how do I define this default?) 2. Every agent assigned to the first line support queue receives a notification. 3. One of them shall lock the ticket and start working on it. 4. If he is not able to solve it he should...

ArielRauch

Thanks for the reply!

Nevertheless, it is the story of the chicken and the egg:)

I would like to give the agent the possibility to pull a ticket to himself (Lock) but not to change the owner to someone else.

Is this possible?

Thanks

Ariel

ArielRauch

Hi,
I would like to restrict an Agent to be able to only (lock = change owner to himself) and not to someone else. Is there a way to do it.

Thanks in advance

Ariel

ArielRauch

Hi, After spending some more thoughts on it I would like to make some changes to the concept. My service center is built of three tiers which seem to be perfectly suitable for the queue concept (Queue per Tier). Now for each customer there is one so-called account manager who should be able to see a...

ArielRauch

I think the problem was the unintentioned intervention of SELinux:(

I disabled it - but because of several other changes I had to reinstall.

Now it works again:)

ArielRauch

I have some problems with mysql dependencies but everything else is working fine.

ArielRauch

if I only would remember:)

Any ideas where and what to look for

ArielRauch

same behavior with Support Assessment

ArielRauch

Hi,
my package manager does not load anymore (see error message attached). Where can I look for error messages - in the system log there is nothing and in http log there is a segmentation fault

Please advce,

Thanks

Ariel

ArielRauch

I have kind of solved the problem. The mail I sent probably had some unvisible special characters around the queue name. When I am sending from my outlook mail account everything works ok (I am using postmaster filter as I cannot add x-headers from outlook). I assume I will have to solve it when I a...

ArielRauch

Please see the attached file

ArielRauch

this what the log says: Found no Queue for Golf!

I do not understand - the queue exists and this is its name

Any idea?

ArielRauch

I appreciate the time you give me very much!!! I am using queue per group per customer in order to differentiate between the different customers and their specific treatment. The permission system of OTRS also suports this. Nevertheless, I will spend some more thoughts on it. Thanks you very much. A...

ArielRauch

No - I have not defined any sub-queues yet

ArielRauch

attached the configuration and please find below the mail: Subject: [test #6] AutoReply: another test From: "Golf ticketing queue" <BPOSAdmin@dbnet.co.il> Reply-To: nagiosrt@dbnet.co.il In-Reply-To: References: <RT-Ticket-6@helpdesk.internal.local> Message-ID: <otrs-4.8.8-99999-9999999999-...

ArielRauch

this is what I did. I have a mail template to which I added this header directive. OTRS ignores it.

Any idea?

Thanks

Ariel

ArielRauch

Hi,
I am trying to set the queue automatically by specifying an X-HEADER-Queue in the mail. Unfortunately OTRS ignores my wishes:)

If I understood corectly X-Headrers overwrite everything. So there is no need for a postmaster filter.

Please help,

Ariel

ArielRauch

Hi, I am new to OTRS. I am running a service center providing different customers maintenance and availability services for their IT infrastructure (including application level). For that purpose I installed OTRS:ITSM. My approach for the different entities is as follows: I have thought of the follo...

ArielRauch

sorry.
How do I do it?

ArielRauch

I would like to add that if this concept makes sense I need a way to pre-set queue (=customerid) and SLA for each customer opened ticket.

Any ideas,

Thanks

Ariel

ArielRauch

Hi, I am also new to OTRS. Although I am trying to work with OTRS:ITSM I have a different approach regarding the different entities in the system: I am running a service center providing different customers maintenance and availability services for their IT infrastructure (including application leve...

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