Notifications

Moderator: crythias

Post Reply
lochesistemas
OTRS newbie
Posts: 21
Joined: 04 Sep 2019, 02:37
OTRS Version?: 621
Real Name: Daniel Grunblatt
Company: Loche Sistemas

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
OTRS expert
Posts: 72
Joined: 18 Mar 2014, 13:09
OTRS Version?: 5.0.19
Real Name: Ben Ipinge
Company: Telecom Namibia

Re: Notifications

Post by BenI »

Yep, you are at the right place.

lochesistemas
OTRS newbie
Posts: 21
Joined: 04 Sep 2019, 02:37
OTRS Version?: 621
Real Name: Daniel Grunblatt
Company: Loche Sistemas

Re: Notifications

Post by lochesistemas »

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

lochesistemas
OTRS newbie
Posts: 21
Joined: 04 Sep 2019, 02:37
OTRS Version?: 621
Real Name: Daniel Grunblatt
Company: Loche Sistemas

Re: Notifications

Post by lochesistemas »

no one?

wurzel
OTRS guru
Posts: 2895
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: Notifications

Post by wurzel »

Hi,

check ticket notifications and generic agents.

regards
Flo
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 10
    OTRS 7 SILVER
    OTRS 8 auf Debian 10 zum Testen

    -- 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: 21
    Joined: 04 Sep 2019, 02:37
    OTRS Version?: 621
    Real Name: Daniel Grunblatt
    Company: Loche Sistemas

    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
    Moderator
    Posts: 2077
    Joined: 18 Dec 2007, 12:23
    OTRS Version?: 4/5/6
    Real Name: Roy Kaldung
    Company: Znuny Inc.
    Contact:

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

    Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

    lochesistemas
    OTRS newbie
    Posts: 21
    Joined: 04 Sep 2019, 02:37
    OTRS Version?: 621
    Real Name: Daniel Grunblatt
    Company: Loche Sistemas

    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
    OTRS newbie
    Posts: 21
    Joined: 04 Sep 2019, 02:37
    OTRS Version?: 621
    Real Name: Daniel Grunblatt
    Company: Loche Sistemas

    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
    OTRS guru
    Posts: 2895
    Joined: 08 Jul 2010, 22:25
    OTRS Version?: 6.0.x

    Re: Notifications

    Post by wurzel »

    Hi,

    can you show the ticket history?

    Flo
      ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 10
      OTRS 7 SILVER
      OTRS 8 auf Debian 10 zum Testen

      -- 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: 21
      Joined: 04 Sep 2019, 02:37
      OTRS Version?: 621
      Real Name: Daniel Grunblatt
      Company: Loche Sistemas

      Re: Notifications

      Post by lochesistemas »

      sure.. here you have: http://prntscr.com/qseh6p

      root
      Moderator
      Posts: 2077
      Joined: 18 Dec 2007, 12:23
      OTRS Version?: 4/5/6
      Real Name: Roy Kaldung
      Company: Znuny Inc.
      Contact:

      Re: Notifications

      Post by root »

      Hi,

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

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

      Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

      wurzel
      OTRS guru
      Posts: 2895
      Joined: 08 Jul 2010, 22:25
      OTRS Version?: 6.0.x

      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)) Community Edition 6.0.x, LAMP LIVE auf Debian 10
        OTRS 7 SILVER
        OTRS 8 auf Debian 10 zum Testen

        -- 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: 21
        Joined: 04 Sep 2019, 02:37
        OTRS Version?: 621
        Real Name: Daniel Grunblatt
        Company: Loche Sistemas

        Re: Notifications

        Post by lochesistemas »

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

        Thanks!!
        Daniel
        You do not have the required permissions to view the files attached to this post.

        root
        Moderator
        Posts: 2077
        Joined: 18 Dec 2007, 12:23
        OTRS Version?: 4/5/6
        Real Name: Roy Kaldung
        Company: Znuny Inc.
        Contact:

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

        Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

        lochesistemas
        OTRS newbie
        Posts: 21
        Joined: 04 Sep 2019, 02:37
        OTRS Version?: 621
        Real Name: Daniel Grunblatt
        Company: Loche Sistemas

        Re: Notifications

        Post by lochesistemas »

        I did set the "TicketDynamicFieldDefault###Element1"

        http://prntscr.com/qtfg1s

        root
        Moderator
        Posts: 2077
        Joined: 18 Dec 2007, 12:23
        OTRS Version?: 4/5/6
        Real Name: Roy Kaldung
        Company: Znuny Inc.
        Contact:

        Re: Notifications

        Post by root »

        Hi,

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

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

        Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

        lochesistemas
        OTRS newbie
        Posts: 21
        Joined: 04 Sep 2019, 02:37
        OTRS Version?: 621
        Real Name: Daniel Grunblatt
        Company: Loche Sistemas

        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
        Moderator
        Posts: 2077
        Joined: 18 Dec 2007, 12:23
        OTRS Version?: 4/5/6
        Real Name: Roy Kaldung
        Company: Znuny Inc.
        Contact:

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

        Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

        lochesistemas
        OTRS newbie
        Posts: 21
        Joined: 04 Sep 2019, 02:37
        OTRS Version?: 621
        Real Name: Daniel Grunblatt
        Company: Loche Sistemas

        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
        Moderator
        Posts: 2077
        Joined: 18 Dec 2007, 12:23
        OTRS Version?: 4/5/6
        Real Name: Roy Kaldung
        Company: Znuny Inc.
        Contact:

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

        Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

        lochesistemas
        OTRS newbie
        Posts: 21
        Joined: 04 Sep 2019, 02:37
        OTRS Version?: 621
        Real Name: Daniel Grunblatt
        Company: Loche Sistemas

        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..

        root
        Moderator
        Posts: 2077
        Joined: 18 Dec 2007, 12:23
        OTRS Version?: 4/5/6
        Real Name: Roy Kaldung
        Company: Znuny Inc.
        Contact:

        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
        You do not have the required permissions to view the files attached to this post.
        OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

        Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

        lochesistemas
        OTRS newbie
        Posts: 21
        Joined: 04 Sep 2019, 02:37
        OTRS Version?: 621
        Real Name: Daniel Grunblatt
        Company: Loche Sistemas

        Re: Notifications

        Post by lochesistemas »

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

        Is that what you meant?

        lochesistemas
        OTRS newbie
        Posts: 21
        Joined: 04 Sep 2019, 02:37
        OTRS Version?: 621
        Real Name: Daniel Grunblatt
        Company: Loche Sistemas

        Re: Notifications

        Post by lochesistemas »

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

        what am I missing?

        root
        Moderator
        Posts: 2077
        Joined: 18 Dec 2007, 12:23
        OTRS Version?: 4/5/6
        Real Name: Roy Kaldung
        Company: Znuny Inc.
        Contact:

        Re: Notifications

        Post by root »

        Please show the configuration of the dynamic field.
        OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

        Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

        lochesistemas
        OTRS newbie
        Posts: 21
        Joined: 04 Sep 2019, 02:37
        OTRS Version?: 621
        Real Name: Daniel Grunblatt
        Company: Loche Sistemas

        Re: Notifications

        Post by lochesistemas »


        Post Reply