Notifications

Moderator: crythias

Post Reply
lochesistemas
OTRS newbie
Posts: 5
Joined: 04 Sep 2019, 02:37
OTRS Version?: 621
Real Name: Daniel Grunblatt
Company: Loche Sistemas

Notifications

Post by lochesistemas » 04 Sep 2019, 13:11

Hi,

I'm new into otrs. I'm familiar with ITIL and other service desks systems. I've been reading the documentation and also browsing on the forum before writing this post.

I've been looking for a simple solution for a customer that owns a hotel.

The idea is that, based on severity (Normal, Urgent, etc), a notification should be sent to the owner after xx hours. For example, guests issues should be resolved in less than 24 hours. If creation time > 24 hours, email to owner. As simple as that. No need to escalate.

Thanks for your help!
Daniel

BenI
OTRS expert
Posts: 69
Joined: 18 Mar 2014, 13:09
OTRS Version?: 5.0.19
Real Name: Ben Ipinge
Company: Telecom Namibia

Re: Notifications

Post by BenI » 04 Sep 2019, 14:16

Yep, you are at the right place.

lochesistemas
OTRS newbie
Posts: 5
Joined: 04 Sep 2019, 02:37
OTRS Version?: 621
Real Name: Daniel Grunblatt
Company: Loche Sistemas

Re: Notifications

Post by lochesistemas » 05 Sep 2019, 15:30

BenI wrote:
04 Sep 2019, 14:16
Yep, you are at the right place.
where the solution is...

lochesistemas
OTRS newbie
Posts: 5
Joined: 04 Sep 2019, 02:37
OTRS Version?: 621
Real Name: Daniel Grunblatt
Company: Loche Sistemas

Re: Notifications

Post by lochesistemas » 07 Sep 2019, 16:00

no one?

wurzel
OTRS guru
Posts: 2743
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Notifications

Post by wurzel » 08 Sep 2019, 19:37

Hi,

check ticket notifications and generic agents.

regards
Flo
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
    OTRS 7 SILVER

    -- Ich beantworte keine Forums-Fragen PN - No PN please

    I won't answer to unfriendly users any more. A greeting and regards are just polite.

    lochesistemas
    OTRS newbie
    Posts: 5
    Joined: 04 Sep 2019, 02:37
    OTRS Version?: 621
    Real Name: Daniel Grunblatt
    Company: Loche Sistemas

    Re: Notifications

    Post by lochesistemas » 09 Sep 2019, 01:15

    Thanks. Already did but i can't find something like:

    If ticket creation time > 24 hours and priority = urgent, notify to john@doe.com

    root
    Moderator
    Posts: 1758
    Joined: 18 Dec 2007, 12:23
    OTRS Version?: 4/5/6
    Real Name: Roy Kaldung
    Company: Znuny Inc.
    Contact:

    Re: Notifications

    Post by root » 11 Sep 2019, 08:58

    Hi,

    You have to use the GenericAgent to match your search criteria and then change/update sth to trigger the notification.

    Maybe this works for you:

    - Create a dynamic field A
    - Configure Core::Ticket::DynamicFieldDefault and one of the unsued Ticket::TicketDynamicFieldDefault###ElementNN and initialize the field with thye value 1
    - Create a GenericAgent, running every 15 minutes to search for: ticket creation time > 24 hours, priority urgent and the dynamicfield with the value 1. Update the dynamic field to 2 for matches
    - Create a ticket notification, generated when updating dynamic field and set the filter to match the value 2

    - Roy
    OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

    You need professional services? Check out https://www.znuny.com/

    lochesistemas
    OTRS newbie
    Posts: 5
    Joined: 04 Sep 2019, 02:37
    OTRS Version?: 621
    Real Name: Daniel Grunblatt
    Company: Loche Sistemas

    Re: Notifications

    Post by lochesistemas » 12 Sep 2019, 15:16

    Thank you so much for your reply! I dont know if it's working.. I'll have to wait 24 hours to check it :D

    Here's the step by step process for the newbies like me:

    1) Go to admin --> dynamic fields
    2) Choose TEXT under Ticket field in left sidebar
    3) Give a proper name like URGENT and also a LABEL
    4) SAVE
    5) go back to Admin --> System Configuration
    6) Type: DynamicFieldDefault
    7) Select one of the fields and remember it of course. For example, the first one: TicketDynamicFieldDefault###Element1
    8) Click on ENABLE THIS SETTING and also EDIT THIS SETTING
    9) Type 1 under VALUE field
    10) click on the checkbox
    11) Deploy the changes (the yellow bar)
    12) Go to Admin --> GenericAgent
    13) Add a new job
    14) Type a job name ie URGENT
    15) Under Automatic Execution, type 15 minutes
    16) Under Event Based Execution (Single Ticket) --> event trigger, choose your previously dynamic field defined: ticketdynamicupdate_URGENT.
    17) Under Select Tickets, set priority to URGENT (you have to create it before of course), create times --> ticket created "more than" 24 hours and dynamic field URGENT field, type: 1.
    18) Under Update/Add ticket Attributes --> new dynamic field values --> URGENT field, set to: 2 and SAVE the agent.
    19) Finally, go to admin --> Ticket Notifications --> New: name: URGENT, Event: TicketDynamicFieldUpdate_URGENT. Recipients: choose which user, group member, whatever you want to email the notification. Customize the notification and SAVE.

    Post Reply