Re: [otrs] Default Owner of new Tickets

6 Oct 2004

      ...
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