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' , " ?
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