After some more testing, I found out that I can can get this job to function if I comment out the line referring to the escalation of the ticket. That is, I comment out the line # Escalation => 1, Any ideas how to make the escalation command work? Thanks, Amanda On Aug 14, 2008, at 4:33 PM, Amanda Beyersmith wrote:
Steve, Thanks so much. I'm actually aware of the two methods, and the job I need done is too complicated for the GUI, so I went into GenericAgent.pm to directly enter the code in perl. However, for some reason, the code isn't actually having any affect. I've tried several different codes, I just included one that I knew for sure didn't include any errors. Thanks again, Amanda
On Aug 14, 2008, at 3:58 PM, Steven Carr wrote:
Hi Amanda,
As far as I know there are 2 methods of creating Generic Agent jobs, you can create them through the GUI in which case they are stored within the database itself or you can create them by editing the GenericAgent.pm file. The GenericAgent.pm file allows you to do more complex tasks directly in Perl.
Regards
Steve
Amanda Beyersmith wrote:
Hey, I was wondering if anyone had come to any miraculous conclusions about why modifying .../Config/GenericAgent.pm wasn't adding jobs to my web interface. Here's what I've done: I've been looking at the examples in GenericAgent.pm.examples to see how to do so and I'm rather certain that my coding is correct. However, even when I save my changes to GenericAgent.pm, the file doesn't turn up on the Web user interface for the admin. This is the code I have: ========================================================== # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # [name of job] -> send escalation notifications 'Send Escalated Tickets from Level 1 to Level 2' => { Queue => ['Other', 'Under Attack', 'WebUI', 'RE', 'RX', 'rView'], Escalation => 1, # new ticket properties New => { Queue => 'Level 2', }, }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; ========================================================== I have also tried taking the exact example that they have in GenericAgent.pm and removing the comments in front of the code lines and I still don't get anything, so I don't think that syntax is the error. Anyone have any ideas as to what could be causing my troubles? Thanks so much, Amanda Amanda Beyersmith abeyersmith@riorey.com 404-723-2759 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
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Amanda Beyersmith abeyersmith@riorey.com 404-723-2759
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Amanda Beyersmith abeyersmith@riorey.com 404-723-2759