How to create notification about Due Date is reached
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- Znuny superhero
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How to create notification about Due Date is reached
Hi!
I'll create (enabled) Dynamic Field - FreeTime6 (Due Date).
Question - How to create Notification for agent where this date reached or being reached in few days (as EscalationNotifyBefore)?
In Admin Area I can only create notification when it updates, not when reached.
In Generic Agent I can filter tickets on it value, but value - constant, e.g. I have to do it every day manually.
Is there any way to do it automatically - as event notification?
I'll create (enabled) Dynamic Field - FreeTime6 (Due Date).
Question - How to create Notification for agent where this date reached or being reached in few days (as EscalationNotifyBefore)?
In Admin Area I can only create notification when it updates, not when reached.
In Generic Agent I can filter tickets on it value, but value - constant, e.g. I have to do it every day manually.
Is there any way to do it automatically - as event notification?
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
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- Znuny superhero
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- Real Name: Yuri Kolesnikov
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Re: How to create notification about Due Date is reached
Hi!
Can anybody say something?
Can anybody say something?
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
Re: How to create notification about Due Date is reached
Thats not possible out of the box
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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- Znuny superhero
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Re: How to create notification about Due Date is reached
And where (what module/s) can I add this event to do my fantasy?
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
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Rporting for CMDB
Hi Guys,
Can I make an internal reporting /statistics for my owner CI ,the same question for my Change ticket?
if no,so i must use an external but how can i extract data from my DB ?to manipulate them in my external report .
Best Regards,
Yacine
Can I make an internal reporting /statistics for my owner CI ,the same question for my Change ticket?
if no,so i must use an external but how can i extract data from my DB ?to manipulate them in my external report .
Best Regards,
Yacine
Best Regards,
Yacine BELGHARD
Software Ingineer
Yacine BELGHARD
Software Ingineer
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- Znuny superhero
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Re: How to create notification about Due Date is reached
Hi!
You can try to use Import/Export to export CI's into CSV/XLS. Then you can use Reporting (JasperReports) or BI (such as BIRT)systems.
You can try to use Import/Export to export CI's into CSV/XLS. Then you can use Reporting (JasperReports) or BI (such as BIRT)systems.
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
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- Znuny newbie
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- Joined: 18 Apr 2012, 19:20
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Re: How to create notification about Due Date is reached
Hi,
But how the export Data from CSV to My OTRS,it dosn't work
i'm importing data and changing configitem_id ,but nothing is exporting after
how can I export a lot of CIS to my DB ?
Regards,
But how the export Data from CSV to My OTRS,it dosn't work
i'm importing data and changing configitem_id ,but nothing is exporting after
how can I export a lot of CIS to my DB ?
Regards,
Best Regards,
Yacine BELGHARD
Software Ingineer
Yacine BELGHARD
Software Ingineer
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- Znuny superhero
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Re: How to create notification about Due Date is reached
Hi!
Somehow the topic replace the name. We ought to return everything in place, and to discuss your question in the relevant topic - viewtopic.php?f=53&t=15535 & viewtopic.php?f=53&t=15517
I don't understand your question. Earlier I say about Export - to unload data from OTRS to CSV to create a report about CI's with external reporting system.
In Export/Import you create Template for each Class of CI and then unload data. After that you can combine them as needed for Reporting system (load in another DB or somewhat else.
May be I can't understand from my bad English learned in Soviet school.
Somehow the topic replace the name. We ought to return everything in place, and to discuss your question in the relevant topic - viewtopic.php?f=53&t=15535 & viewtopic.php?f=53&t=15517
I don't understand your question. Earlier I say about Export - to unload data from OTRS to CSV to create a report about CI's with external reporting system.
In Export/Import you create Template for each Class of CI and then unload data. After that you can combine them as needed for Reporting system (load in another DB or somewhat else.
May be I can't understand from my bad English learned in Soviet school.
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
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Re: How to create notification about Due Date is reached
Hello Yuri!
Here is my story, how I solved similar issue - I used GenericAgent.pm module (in text file mode) which updates some dummy dynamic field (like DynamicField_DueDateReached) and wrote a small function which counts the time difference between the DueDate field and the current time. When it reaches the required time e.g. <=1 hour then the dummy field is updated and on the event field update a notification is sent...
Considering the function it has to return the date in form '2012-01-01 00:00:01'
Needed functions:
And after that set it into the Generic Agent job
Sorry, do not have OTRS server available at the moment to show the real code
Here is my story, how I solved similar issue - I used GenericAgent.pm module (in text file mode) which updates some dummy dynamic field (like DynamicField_DueDateReached) and wrote a small function which counts the time difference between the DueDate field and the current time. When it reaches the required time e.g. <=1 hour then the dummy field is updated and on the event field update a notification is sent...
Considering the function it has to return the date in form '2012-01-01 00:00:01'
Needed functions:
Code: Select all
my ( $s, $m, $h, $D, $M, $Y ) = $Self->{TimeObject}->SystemTime2Date(
SystemTime => $Self->{TimeObject}->SystemTime(),
);
my $Date = "$Y-$M-$D $h:$m:$s";
my $Diff = $Param{DueDate}-$Date;
Sorry, do not have OTRS server available at the moment to show the real code
Ar cieņu / Kind regards,
----------------------------------------
Artjoms Petrovs
Sistēmu analītiķis/Programmētājs /
Systems Analyst/Programmer
----------------------------------------
Artjoms Petrovs
Sistēmu analītiķis/Programmētājs /
Systems Analyst/Programmer
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- Znuny superhero
- Posts: 631
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- Znuny Version: 5.0.6
- Real Name: Yuri Kolesnikov
- Location: Russia
Re: How to create notification about Due Date is reached
Hi!
It's very good idea, I understand! Greatfully!
But I'm not programmer in Perl & need to some details
When you have the opportunity please write more - where in GenericAgent.pm I must add this code it.
And please. show the real code as you have a time and opportunity.
It's very good idea, I understand! Greatfully!
But I'm not programmer in Perl & need to some details
When you have the opportunity please write more - where in GenericAgent.pm I must add this code it.
And please. show the real code as you have a time and opportunity.
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
Re: How to create notification about Due Date is reached
Hi!
I would like to bring this question up again. Does anyone know what I have to do in order to get the agent notified let's say one day before the "due date" is reached? The "due date" is defined in a Ticket Dynamic Field (Date / Time).
Thank you!
I would like to bring this question up again. Does anyone know what I have to do in order to get the agent notified let's say one day before the "due date" is reached? The "due date" is defined in a Ticket Dynamic Field (Date / Time).
Thank you!
Znuny 6.5 LTS - Ubuntu 20.04 x64, Azure Database for MySQL server 5.7, Perl 5.22.1, Apache/2.4.18
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Re: How to create notification about Due Date is reached
Hi,
AFAIK theres nothing out of the box in OTRS. You'll need custom development or a commercial ready to go package.
- Roy
AFAIK theres nothing out of the box in OTRS. You'll need custom development or a commercial ready to go package.
- Roy
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Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: How to create notification about Due Date is reached
For everyone still seeking for an answer, maybe this helps: viewtopic.php?f=53&t=39881
Znuny 6.5 LTS - Ubuntu 20.04 x64, Azure Database for MySQL server 5.7, Perl 5.22.1, Apache/2.4.18