Thanks Michiel
I have found info on GenericAgents in
http://doc.otrs.org/2.3/en/html/x1213.html
and an example in
http://doc.otrs.org/2.3/en/html/x1519.html#genericagent-job-for-escalated-tickets

A few questions on this as the documentation appears scant:
1) Is there a way to set the job time at less that 10 minutes
2) Where do I set the action of emailing the job to xyz@abc.com:
a) Command or
b) Module or
c) Both
And could you please advise what should be put in those sections?

Also, is there any more comprehensive source of information on these agents jobs, the syntax and commands available for Kernel/Config/GenericAgent.pm besides the GenericAgent.pm.examples file?

And finally what is the difference between using the web interface for the GenericAgent job vs the GenericAgent.pm file and using code like:
    # [name of job] -> send reminder emails to agents
    # --
    'send reminder emails to agents' => {
        # get all tickets with these properties
        States => ['pending reminder'],
        TicketPendingTimeOlderMinutes => 10,
        # new ticket properties (no option is required,
        # use just the options which should be changed!)
        New => {
            # if you want to add a Note
            Note => {
                From => 'Reminder Admin',
                Subject => 'Reminder Notification',
                Body => 'The reminder time of this ticket has been reached!',
            },
        },
    },
    # --

Thanks and regards

J

Michiel Beijen wrote:

Hi J,

The easiest, this can be achieved by creating GenericAgent jobs. The
downside of this is that means it'll be scheduled (batch-like) and not
real-time.

--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Mon, Jun 22, 2009 at 07:20, J<otrslist.2006@mymail.isbest.biz> wrote:

Is there any way (or addin module) to simply handle conditional events in
OTRS.
For example. If a ticket has:
1. a response required of "priority = 'A 0-15min" then forward to
urgentescalations@companyxyz.com
2. a response required of "priority = 'A 0-15min" then change queue to
"EscalationsTeam"
or
3. "Queue = 'Critical_Outage'" then forward to
mobilephonenumber@smsservice.com

Thanks and regards

J



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