-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I've set up the GenericAgent.pm exactly the way you showed me. Do I have to set up cron jobs or something? I have set up cron jobs to execute the GenericAgent.pl every 2 minutes, but still no luck. I've waited since last night and the test ticket that I entered is still owned by root instead. Regards, Lance McCulley Computer Tech Specialist lmcculle@lasierra.edu La Sierra University I.T. Department (909) 785-2554 Tyler Hepworth wrote: |>Okay, according to my mysql the queue name is 'Information |>Technology::Technical Support', minus the ' ' of course; and the user |>is 'techsupp'. Here is the code that i tried. |>[Kernel/Config/GenericAgent.pm] |> |>package Kernel::Config::GenericAgent; |> |>use strict; |>use vars qw($VERSION @ISA @EXPORT %Jobs); |>require Exporter; |>@ISA = qw(Exporter); |>@EXPORT = qw(%Jobs); |> |>$VERSION = '$Revision: 1.7 $'; |>$VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; |> |># - ----------------------------------------------------------------------- |># config options |># - ----------------------------------------------------------------------- |>%Jobs = ( |>~ # -- |>~ # [name of job] -> send escalation notifications |>~ # -- |>~ 'assign owner' => { # defines criteria of what to look for |>~ Queue => 'Information Technology', |>~ States => ['new'], |>~ # new ticket properties |>~ New => { # tells what to do with tickets that match above |>criteria |>~ Owner => 'it', |># 'send escalation notifications' => { |># Escalation => 1, |># # new ticket properties |># New => { |># Module => |>'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', |>~ }, |>~ }, |>~ # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) |> |>); |># - ----------------------------------------------------------------------- |># end of config options |># - ----------------------------------------------------------------------- |>1; |> |>Still doesn't assign the default owner as 'techsupp'. Am I doing |>something wrong here? Should this configuration information be in the |>Config.pm instead? | | |No. The information needs to go in genericAgent.pm. The problem is |that you are not specifying all of your items properly. Here is how it |should look: | |package Kernel::Config::GenericAgent; | |use strict; |use vars qw($VERSION @ISA @EXPORT %Jobs); |require Exporter; |@ISA = qw(Exporter); |@EXPORT = qw(%Jobs); | |$VERSION = '$Revision: 1.7 $'; |$VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; | |# ----------------------------------------------------------------------- |# config options |# ----------------------------------------------------------------------- |%Jobs = ( | | # This is a job by itself. Do not mix it with others. | | # -- | # [name of job] -> send escalation notifications | # -- |# 'send escalation notifications' => { |# Escalation => 1, |# # new ticket properties |# New => { |# Module => |'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', |# }, |# }, | | | # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) | | # -- | # [name of job] -> Assign Owner | # -- | 'assign owner' => { | Queue => 'Information Technology::Technical Support', | States => ['new'], | New => { | Owner => 'techsupp' | }, | }, | | # New job starts here | |); |# ----------------------------------------------------------------------- |# end of config options |# ----------------------------------------------------------------------- |1; | |That should be it. Your problem was that you did not specify the |complete name of the queue, you were trying to set the owner to 'it', |and you didn' t have all of your ending braces in the right place. |You job was mixed up with the escalation notifications job. This is |pure perl code in the generic agent so the perl compiler is very picky |about syntax. You have to make sure all of your commas, braces, etc |are all just right or else it won't work. This can be kind of |daunting if you are not all that familiar with perl. That is why it |is recommend to upgrade to version 1.3.1 and use the web interface to |build your generic agent routines. Doing it that way avoids having to |worry about things like commas and braces. | |Hth, | |Tyler Hepworth |_______________________________________________ |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 oder Consulting für Ihr OTRS System? |=> http://www.otrs.de/ -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBZV1idIFoM/NAi58RApn3AKCfrD9s7PEe43T9uH/dfzghLd7xpACbBVHJ U6NzPUesiLg6lySIDdPUU5k= =DNnM -----END PGP SIGNATURE-----