Visual notification when pending time reached

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iwill
OTRS newbie
Posts: 55
Joined: 10 Feb 2021, 10:47
Znuny / OTRS Version: 6.0
Real Name: William Craveiro

Visual notification when pending time reached

Post by iwill »

Hi guys,

My agents have been reporting that they lose track to tickets that go to "in progress" when the pending time reached.
Is there a way to add some visual notification to notify the agent responsible that your ticket has reached pending time?

Image
As i know, the "stars" appears when the tickets has new event or have a negative pending time (which is not occur in my system), but, without create a new event, is there a way to do it anyway? Create a generic agent to run every second to check if pending time have about 5 minutes to reach and add note, not seems to be a good idea to otrs performance right?

EDIT: Simply question, how can i set generic agent to trigger when pending till shows 1 minute left?

Best regards,
William
iwill
OTRS newbie
Posts: 55
Joined: 10 Feb 2021, 10:47
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Real Name: William Craveiro

Re: Visual notification when pending time reached

Post by iwill »

Right, ill put what i already did:

1. Create a dynamic field;
Image
2. Add dynamic field in syscfg on Ticket Zoom
Image
3. Create three generic agents
3.1. First triggered by Ticket Create to add "Não" value to open tickets
3.2. Second (trigger missing, no idea what to put) which select "Não" tickets, with ticket pending time reached within the next 1 minutes, and update to "Sim" value
3.3. Third triggered by Dynamic Field Update "PendingReach", which select "Sim" value and update to "Não" and add a specific note.

I am doing all of this to create a visual "star" for tickets which pending time as reached.
I think if anyone help me to fix second generic agent, probably this setup solve my problem.
iwill
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Znuny / OTRS Version: 6.0
Real Name: William Craveiro

Re: Visual notification when pending time reached

Post by iwill »

Up for some help guys.
jojo
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Re: Visual notification when pending time reached

Post by jojo »

Tickets which reach the pending time will show up in the lists of locked, watched or responsbile tickets with the small clock (if you use pending reminder which I suggest here). Also there is a dashboard showing tickets which reached the pending time.

Also the agents will receive a notification.

I stronlgy advice to get some professional services to setup the system in a propper way and to train the agents,
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
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iwill
OTRS newbie
Posts: 55
Joined: 10 Feb 2021, 10:47
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Real Name: William Craveiro

Re: Visual notification when pending time reached

Post by iwill »

jojo wrote: 21 May 2021, 08:20 Tickets which reach the pending time will show up in the lists of locked, watched or responsbile tickets with the small clock (if you use pending reminder which I suggest here). Also there is a dashboard showing tickets which reached the pending time.

Also the agents will receive a notification.

I stronlgy advice to get some professional services to setup the system in a propper way and to train the agents,
This is true, but, as i said, my pending reminder type are setup as PendingAutoStateType and all my pending reminders states have a stateafterpending as i will show:
Image
Image

In this case, my operators wont be notified with "small clock". In fact, my business environment dont allow negative pending time.

Overall, the final objective is: Place the ticket in the Pending state. When the ticket reaches 1 or 0 minutes left to change state to "in progress", the generic agent add a specific note with the customized event (this one missing).
jojo
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Re: Visual notification when pending time reached

Post by jojo »

this approach realy does not make any sense to me, especially as the state which is reached after the pending auto state is always in progress.

So if you set the ticket to pending customer an e does not reply, the reminder should trigger the agent to send out another mail to the customer (manual or by help of generic agent and notifications). Also you can use notifications to infor agents on the change or generic agent to add a note (which will then show up as unread).

As I already suggested you should invest in professional support and consulting
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
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iwill
OTRS newbie
Posts: 55
Joined: 10 Feb 2021, 10:47
Znuny / OTRS Version: 6.0
Real Name: William Craveiro

Re: Visual notification when pending time reached

Post by iwill »

jojo wrote: 21 May 2021, 10:38 this approach realy does not make any sense to me, especially as the state which is reached after the pending auto state is always in progress.

So if you set the ticket to pending customer an e does not reply, the reminder should trigger the agent to send out another mail to the customer (manual or by help of generic agent and notifications). Also you can use notifications to infor agents on the change or generic agent to add a note (which will then show up as unread).

As I already suggested you should invest in professional support and consulting
I understand, but every case is a case. Besides that, can you tell me where can i find the event (file .pm i guess?) which "listen" pending till times and trigger a visual notification to agent, or the file of NotificationPendingReminder event?
wurzel
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Re: Visual notification when pending time reached

Post by wurzel »

Hi,

"pending time reached" means "you have to work on the ticket"
So tell your agents they should work on it. It might be, just to set a new pending date with a reason.

problem solved.

that was easy.

Flo
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    iwill
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    Re: Visual notification when pending time reached

    Post by iwill »

    wurzel wrote: 21 May 2021, 22:51 Hi,

    "pending time reached" means "you have to work on the ticket"
    So tell your agents they should work on it. It might be, just to set a new pending date with a reason.

    problem solved.

    that was easy.

    Flo
    Even if i remove pending reminders states from PendingAutoStateType, and create a generic agent with notificationPendingReminder as a trigger, i dont know why, but any notifications has been sent for my operators. Thats no make sense at all, or i missing to setup something?
    wurzel
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    Re: Visual notification when pending time reached

    Post by wurzel »

    Hi,

    default configuration is, if a pending time is reached, you'll receive a "pending reminder reached" notification.
    Agents need to subscribe to the notification. Otherwise you'll receive no mail.
    This works for all state type "pending reminder"

    There is no generic agent required, as the pending reminder notification is built in.



    regards,
    Flo
    OTRS 8 SILVER (Prod)
    OTRS 8 auf Debian 10 (Test)
      ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 10

      -- 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.
      iwill
      OTRS newbie
      Posts: 55
      Joined: 10 Feb 2021, 10:47
      Znuny / OTRS Version: 6.0
      Real Name: William Craveiro

      Re: Visual notification when pending time reached

      Post by iwill »

      wurzel wrote: 24 May 2021, 12:52 Hi,

      default configuration is, if a pending time is reached, you'll receive a "pending reminder reached" notification.
      Agents need to subscribe to the notification. Otherwise you'll receive no mail.
      This works for all state type "pending reminder"

      There is no generic agent required, as the pending reminder notification is built in.



      regards,
      Flo
      What i'm saying is, when pending as reached, no notifications are been sent.

      Error in syslog:
      Image
      wurzel
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      Re: Visual notification when pending time reached

      Post by wurzel »

      Hi,

      your log entry shows generic agent. For notification events no generic agent is used.
      It is a daemon cron doing it. The error message also shows the pending check cron task. :shock:

      The error message itself is nothing I have ever seen.
      - let's see your generic agent configuration
      - let's see your daemon cron tasks running
      - let's see your notification configuration
      - what if you disable the generic agent
      - did you change code?
      - which extensions / add ons are installed?

      Flo
      OTRS 8 SILVER (Prod)
      OTRS 8 auf Debian 10 (Test)
        ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 10

        -- 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.
        iwill
        OTRS newbie
        Posts: 55
        Joined: 10 Feb 2021, 10:47
        Znuny / OTRS Version: 6.0
        Real Name: William Craveiro

        Re: Visual notification when pending time reached

        Post by iwill »

        wurzel wrote: 25 May 2021, 07:45 Hi,

        your log entry shows generic agent. For notification events no generic agent is used.
        It is a daemon cron doing it. The error message also shows the pending check cron task. :shock:

        The error message itself is nothing I have ever seen.
        - let's see your generic agent configuration
        - let's see your daemon cron tasks running
        - let's see your notification configuration
        - what if you disable the generic agent
        - did you change code?
        - which extensions / add ons are installed?

        Flo
        GA config:
        Image
        Image
        Image

        Cron task:
        Only backup for gzip file

        Notification config:
        Image
        Image
        Image
        Image

        -what if you disable the generic agent?
        The ticket dont go to in progress

        -did you change code?
        Any specific file?

        which extensions / add ons are installed?
        Image
        iwill
        OTRS newbie
        Posts: 55
        Joined: 10 Feb 2021, 10:47
        Znuny / OTRS Version: 6.0
        Real Name: William Craveiro

        Re: Visual notification when pending time reached

        Post by iwill »

        An interesting thing, the error only occurs when i put on GA to add a note.
        reneeb
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        Re: Visual notification when pending time reached

        Post by reneeb »

        Can you check if SlaStop changes the Kernel/System/GenericAgent.pm? Just click on the name and check the file list. The other addons shouldn't change the file. Can you post the code around the reported line in that file?
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