Thanks Nils and Alexander for your explanations, now I have a better understanding about GenericAgent behavior. I was checking
/opt/otrs/Kernel/Config/GenericAgent.pm.examples and it's clear how to use it but none of the examples uses ITSM fields such as Service or SLA, is it possible to use it? We just want tickets from certain SLA to be moved to a give queue ASAP.

Thanks,

Leonardo Certuche


On Sun, Nov 22, 2009 at 2:52 PM, Alexander Halle <ahalle-otrs@radprax.de> wrote:
Nils Leideck - ITSM wrote :
[...]
The one which is calling the GenericAgent.pl <http://GenericAgent.pl> with "-c db" is executed every 10 minutes, keep this as it is so the GUI is not lying ;-)

The other one is executing GenericAgent.pl <http://GenericAgent.pl> with "-c 'Kernel::Config::GenericAgent'" ... this is an example config ... you can create your own Config Files in Kernel/Config/ (e.g. MyGenericAgentMoveSLATicket2Queue123.pm ... etc.) and let the cronjob execute this job as you need.
[...]

Thanks for your explanation Nils, this helps me much and I think Leonardo too :)


Regards

Alexander


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