Daily tasks:States that automatically program & links tickes

[sira86]

Hi!
I manage OTRS 3.0 in my company, and after reading the documentation, and looking for this topic in the forum, I'm going to explain the process we want to automate:
- We have to do every day at 8am, 2pm and 7pm some routine tasks (every day, from monday to sunday )
- The thing is... we want that at these times, a parent ticket appears automatically reopen, just like a post-it, wich makes us remember these daily routine tasks.
- Then, we would create a new ticket with the information that out customers need, sending this ticket, and then we could link the (child) ticket to this parent ticket.
Basically it would be as follows, in bold the things I want to automate:
[Appears the 'post-it' parent ticket] --> [We create the child ticket with iMacros in Firefox] ---> [we link the ticket to the father 'post-it' ticket] ---> [We program the father ticket to the next day at 8am again]

I've been thinking, 'manually', we could create a parent ticket and manually program it to appear the next day at 8am; and every day, create a child ticket(we use iMacros to automate this process) when we see that parent-ticket (that would appear like a post-it), then we could link this child ticket to the parent ticket, and program again this parent ticket to appear next day at 8am again.

The problem is: we have to do it with 10-12 tickets more or less, as you can imagine I would like to automate this process as much as possible. My questions are:
1. Is it possible to create an automatic parent ticket that appears at 8am (for example) and when I close it, re-appears automatically next day?
2. Is it possible to create a new state which is like an 'programmed' state, but with a determinate hour to reopen it (already fixed previously when I create this new state)?
3. Is it possible to create a new state which automatically links the child ticket to the parent ticket?


I've been looking for some ACL that let me do that, but I found that with ACLs I can't link a childtiquet to a parentTiquet, and I haven't found any ACLs with dateTimes, is that right?

Thanks in advance for your help

[crythias]

Generic agent.
Create the ticket then generic agent filter on the ticket number or subject or state of 'openme@8a' of state type = closed. Set state = open.

Automatic link? Not so much, but you could potentially do this through a programmed TicketEvent (see the HowTos here.)

[sira86]

Ok, thank you chrytias! Tomorrow I will try this and I'll post the results . But I have another question...

I was reading http://doc.otrs.org/1.3/en/html/generic ... -file.html, where is a GenericAgent example, as you recommend me.

I think that an option would be that when I close the childtiquet, automatically the parent tiquet get closed too. That way, like there's a change in the state of the parentTiquet (from open to closed), I could make a job with generic agent, wich with the tiquetNumber (because I know that ticket number, that will be always the same), when this ticket changes its state from open to closed successfully, the following job gets executed:

'name of job' => {
# get all tickets with these properties
TicketNumber => '25478', (I know de parent ticket)
States => ['closed succesfully'],

# new ticket properties (no option is required, use just the options
# which should be changed!)
New => {
# possible states (closed successful|closed unsuccessful|open|new|removed)
State => 'pending reminder', (Can I specify the date to remind this ticket with not a fixed data??)
?????? => '2004-01-09 23:59:59' (Here the problem is , that it's not a fixed data, it would be each day, at 8AM)
}


The thing is:
- I don't know which paremetre or variable name to use to program the pending reminder state date.
- I don't know how to indicate that the date for the pending reminder state, would be each day at 8AM, without fix the day of the month, the month or the year.

Someone has any idea? Is it possible?

Thank you again.

[crythias]

I don't know about closing children affecting master. It's likely it shouldn't, and you may be doing things that you could easier schedule in your mail program (including reopening a ticket because you can include your Ticket# [xxxx] block in a subject.)