Znuny Open Source Ticketsystem

First of all to thanks for those who reply my post. Actually I give up to use the method of GenericAgent in database to conjunction with Notification (Event). In order to do this I add this code to the GenericAgent.pm file (\OTRS\Kernel\Config\GenericAgent.pm), so that the Notification (Event) keep ...

Please find result which performed: Situation 1- execute /opt/otrs/bin/otrs.GenericAgent.pl -c db under root or otrs user account with no error Result from console output: Job: 'INFRA HK Region 1st Solution escalate time' For all Queues: - set sla id of Ticket (2012092510159/261) to '4' - set priori...

For the ticket filter, it base on the Service name, Service Level Agreement, Priority, Queue and Escalation solution time before reached 1 minutes. The Ticket action is to move Service Level Agreement and Priority to next level. When I check from the ticket history, it can processed the Generic Agen...

Would it be anyone can help!!! Below both Situation has the escalation time of ticket reached the 2nd SLA time. Situation 1 I run the generic job manually "Run this task" (refer to the runjob.jpg for information), it could triggered the noitification (event) and I see under the /opt/otrs/v...

There has one finding with strange pattern: If I submit the generic job manually via web interface of "Run this Task" during the esclation time reached, it can be process to sendagentnotify with normally. When it was scheduled with cronjob $HOME/bin/otrs.GenericAgent.pl -c db, it was found...

May I know if there is anyone can help..

I would like to seek your advise on following case: We are now implmenting the OTRS 3.1.7 with ITSM package to replace our existing Helpdesk system, most functions are going to work fine but there has a great issue in sending a email notification if no one picks up and handles the new ticket after a...