If the generic agent was able to change something (dynamic field, state,
queue) that created an event, I'd use an event.
If not, I'd add the check at the same time as the other GenericAgent that
does that.
"Which is the best?" In my opinion, in theory, the thing that doesn't run
code unnecessarily. In practice, the thing that works for your situation.
On Tue, Jul 9, 2013 at 3:10 PM, Daniel Santos wrote: Gerald, I used the same approach that GenericAgent uses to send escalated
notifications, which is a cron scheduled job that runs bin/
otrs.GenericAgent.pl and send escalation notifications as necessary. The
only difference on my module is that, instead of sending to e-mail, we are
sending to jabber (xmpp). In your opinion, which is the best? GenericAgent or Ticket Event? In the
meantime, which Event should I listen to if using Ticket Event? Daniel Santosdaniel.santos@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Cearáwww.etice.ce.gov.br
+55 85 3101.6600 On 07/09/13 16:01, Gerald Young wrote: You could, but I don't understand why you want to use a scheduled job to
do a notification when a ticket is escalated. It would appear to me you'd
want that as an event upon occurrence, not a scheduled test if criteria has
been met. If you wish to do what you propose, how you've asked is the correct way
to accomplish the goal. On Tue, Jul 9, 2013 at 2:36 PM, Daniel Santos <
daniel.santos@etice.ce.gov.br> wrote: Hi, I've managed to get my module working... it was a typo in my Needed
Modules. Sorry about that. Now I'm wondering how can I add a new Generic Agent job in
Kernel/Config/GenericAgentJabberNotification.pm and active it without
touching Kernel/Config/GenericAgent.pm. Do I need to setup a new cron entry passing -c
"Kernel::Config::GenericAgentJabberNotification" ?? Thanks. Daniel Santos
daniel.santos@etice.ce.gov.br
ETICE - Empresa de Tecnologia da Informação do Ceará
www.etice.ce.gov.br
+55 85 3101.6600 On 07/09/13 09:24, Daniel Santos wrote: Hi, I'm setting up a Generic Agent to make some customization in my OTRS
installation to send other notifications when a ticket is escalated. But
when I try to use a Get from ConfigObject I'm always getting a: "Message:
Can't call method "Get" on an undefined value". ConfigObject is already in
the Needed objects 'qw', but still doesn't work. How can I get my module configuration parameters from Config when using
a Generic Agent? Thanks. ---------------------------------------------------------------------
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