[otrs] GenericAgent running more often than 10min

22 Nov 2009

      Hi there,

We're trying to move tickets with certain SLA (or certain services) to a
given queue. Unfortunately the first response time associated is 10 minutes
so waiting precisely 10 minutes (which is the least you can choose from
index.pl?Action=AdminGenericAgent) sounds like too much. I first tried
decreasing the crontab time for the GenericAgent.pl:

*/2 * * * *    $HOME/bin/GenericAgent.pl >> /dev/null

But that seems not to work :(

After that I tried with an ACL:

    # ticket acl
    $Self->{TicketAcl}->{'Mover-MDA-Critico'} = {
       # match properties
        Properties => {
            # current ticket match properties
            Ticket => {
               Queue => ['Mesa de Servicios'],
               Service => ['Red'],
            },
        },
        # return possible options (white list)
        Possible => {
            # possible ticket options (white list)
            Ticket => {
                Queue => ['Mesa de Servicios Critico'],
            },
        },
    };

But that seems not to work either

Is it possible to run GenericAgent say each 2 minutes?
Does the ACL shown make sense?
Is it possible to use SLAs in ACLs?

Thanks,

Leonardo Certuche