Re: [otrs] GenericAgent - Escalation States Filtering Problem

20 Mar 2012


      Anyone an idea on this ?

cheers,
ffe

Am 16.03.12 15:57, schrieb Franz Esberger:
...
Dear all,
i stumbled across i problem when trying to move "new" and "open" tickets
that are escalated from one queue (foo) to another (bar).
I setup a GenericAgent:
# [name of job] -> upstairing mechanism
   'upstairing mechanism' => {
        # job applies to tickets which:
        Queue => 'foo',
        States => ['new','open'],
        Escalation => 1,
       # new ticket properties
       New => {
               Note => {
                       Queue => 'bar',
                       From => 'Upstairing Mechanism',
                       Subject => 'Ticket Moved!',
                       Body => 'Moved to get the Customer satisfied',
                       ArticleType => 'note-internal', #
note-internal|note-external|note-report
               },
       },
   },
The Problem i'm stuck with is that the Job itself is running wonderfully
for all escalated Tickets in Queue "foo", but the Filter on
States => ['new','open'],
just doesn't seem to work (although the filter is mentioned in
GenericAgent.pm.examples), i always get all escalated Tickets, even if
the're in pending* States.
Expected behaviour: Move all escalated Tickets in Queue "foo" with
States "new" or "open" to Queue "bar". Leave all other Tickets untouched.
I am using OTRS 2.4.12 on Linux.
Any hint appreciated ...
cheers,
ffe
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