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lochesistemas
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Notifications

Post by lochesistemas »

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
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Re: Notifications

Post by BenI »

Yep, you are at the right place.
lochesistemas
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Re: Notifications

Post by lochesistemas »

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

Post by lochesistemas »

no one?
wurzel
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Re: Notifications

Post by wurzel »

Hi,

check ticket notifications and generic agents.

regards
Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

-- 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
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Re: Notifications

Post by lochesistemas »

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
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Re: Notifications

Post by root »

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
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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lochesistemas
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Re: Notifications

Post by lochesistemas »

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.
lochesistemas
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Re: Notifications

Post by lochesistemas »

well.. I waited more than 24 hours :lol: and never received an email so far.. what am I doing wrong?
wurzel
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Re: Notifications

Post by wurzel »

Hi,

can you show the ticket history?

Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

-- 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
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Re: Notifications

Post by lochesistemas »

sure.. here you have: http://prntscr.com/qseh6p
root
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Re: Notifications

Post by root »

Hi,

Looks like you did not enabled the TicketDynamicFieldDefault properly. The dynamic field is not set.

- Roy
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wurzel
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Re: Notifications

Post by wurzel »

Hi,

the ticket notification (ticket crate) seem to work fine.

Your config for notifications or generic agents seems to be wrong.
Just re- check it

You might present screenshots of your settings.

Flo
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

-- 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
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Posts: 21
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Re: Notifications

Post by lochesistemas »

Please, see the attachments and let me know what's wrong with the configuration.

Thanks!!
Daniel
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root
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Re: Notifications

Post by root »

[quote=root post_id=166977 time=1579887885 user_id=921,

Looks like you did not enabled the TicketDynamicFieldDefault properly. The dynamic field is not set.

[/quote]

I can't see from your history that the initial value. The result is that the Generic Agent will not match. Did you configured the setting in the SysConfig?

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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lochesistemas
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Re: Notifications

Post by lochesistemas »

I did set the "TicketDynamicFieldDefault###Element1"

http://prntscr.com/qtfg1s
root
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Re: Notifications

Post by root »

Hi,

Did you also enabled the related event module (Ticket::EventModulePost###9600-TicketDynamicFieldDefault)? Without no values are set.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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lochesistemas
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Re: Notifications

Post by lochesistemas »

you mean this one? http://prntscr.com/qtg4mp

I never did anything to that field. I just enabled it.. that's it?
root
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Re: Notifications

Post by root »

lochesistemas wrote: 27 Jan 2020, 13:38 you mean this one? http://prntscr.com/qtg4mp

I never did anything to that field. I just enabled it.. that's it?
Yep, after deploying this you should the in each new tickets history that the dynamic field is set to 1.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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lochesistemas
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Re: Notifications

Post by lochesistemas »

Well.. I waited more than 24 hours and also waited for new tickets to be opened and also, wait for 24 hours.. and still, no notifications..

This one just passed the 24 hours time: http://prntscr.com/quip5e

I also enabled Ticket::TicketDynamicFieldDefault###Element1 just in case.. but dunno what else to do..
root
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Re: Notifications

Post by root »

lochesistemas wrote: 27 Jan 2020, 12:57 I did set the "TicketDynamicFieldDefault###Element1"

http://prntscr.com/qtfg1s
I guess the name of the dynamic field is not Field1. Maybe its URGENTE?

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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

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lochesistemas
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Joined: 04 Sep 2019, 02:37
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Re: Notifications

Post by lochesistemas »

I don't see anything with "urgente" under sysconfig

http://prntscr.com/qujc6w.

I simply enabled the one you mentioned to me in a previos post (Ticket::EventModulePost###9600-TicketDynamicFieldDefault) and now, this one: Ticket::TicketDynamicFieldDefault###Element1. I don't see anyone with "urgente" here..
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Re: Notifications

Post by root »

This needs to be the name of the dynamic field you are saving the 1 and 2 in.
2020-01-29 at 2.36 PM.png
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Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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lochesistemas
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Re: Notifications

Post by lochesistemas »

So.. I edited the first one like this: http://prntscr.com/qukfws

Is that what you meant?
lochesistemas
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Re: Notifications

Post by lochesistemas »

what if I tell you that problem persists? http://prntscr.com/qvcy1c

what am I missing?
root
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Re: Notifications

Post by root »

Please show the configuration of the dynamic field.
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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

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lochesistemas
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Re: Notifications

Post by lochesistemas »

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