
generic agent tests for some criteria (state new and older than x), then
sets a priority or a state change (I'd go with state change), which is
acted upon via Notification (event).
Within Generic Agent "Change Time" might be relevant. You have a "before"
and "Last" entry. they count for time that has passed. It's awful english,
but if I recall correctly,
"before" means before the set time [ago] and "last" means after the set
time delta [ago]
Or, in other words, filter for "new" and "change time" before (greater
than) (max time), then set new state "level2" then notification (event) on
state change, alert level 2, 3 etc.
On Tue, Feb 5, 2013 at 10:54 AM, Praneeth Katru wrote: Can you explain how to implement the second option i.e. GenericAgent +
priority change + notification (event) on priority change. ---------------------------------------------------------------------
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