Re: [otrs] GenericAgent running more often than 10min

24 Nov 2009

      Hi there,

I thought at first it worked but it is not :(

The following entry in GenericAgent.pm is moving ALL tickets to the desired
queue (not only the ones that should be moved)

   # [name of job] -> move all tickets from tricky to experts
    # --
    'move tickets from MDS to MDS Critico' => {
        # get all tickets with these properties
        SLA => ['Critico 30min'],
        # new ticket properties
        New => {
            Queue => 'Mesa de Servicios::Mesa de Servicios Critico',
        },
    },

I have tried non only with SLA => ['Critico 30min'] but also with Service =>
['Inc::Claves::Red']

Any clues?

Thanks!

Leonardo Certuche

On Mon, Nov 23, 2009 at 7:17 PM, Leonardo Certuche <
leonardo.certuche@itcon-ltda.com> wrote:
...
Indeed!
Here is the working job (running every two minutes no problem!):
# --
    'move tickets from MDS to MDS Critico' => {
        # get all tickets with these properties
        Queue => ['Mesa de Servicios'],
        SLA => ['Critico 30min'],
        # new ticket properties
        New => {
            Queue => 'Mesa de Servicios::Mesa de Servicios Critico',
            Note => {
                From => 'SeUs',
                Subject => 'Ticket Critico movido a cola Critico!',
                Body => 'Movido a la cola Critico por tener un SLA
Critico!',
                ArticleType => 'note-internal', #
note-internal|note-external|note-report
            },
        },
    },
My mistake was to write :
Queue => 'Subqueue',
Instead of:
Queue => 'Queue::Subqueue',
Thanks again guys, without your help it would have been much harder!
Greetings,
Leonardo Certuche
On Mon, Nov 23, 2009 at 3:59 PM, Nils Leideck - ITSM <
nils.leideck@leidex.net> wrote:
...
On 23.11.2009, at 21:32, Leonardo Certuche wrote:
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.
did you try "  SLA => 'mySLA' ,  " ?
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leideck@leidex.net
https://webint.cryptonode.de / a Fractal project
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