Thanks for your interest Michiel,

The only reason why I chose pm file instead of AdminGenericAgent is frecuency. AFAIK the web only permits tasks to be run as often as 10min (even changing /opt/otrs/var/cron/generic_agent-database) but here we have a 2min task to be run so we chose pm file.

About the task involving ITSM fields, we already made it work! here it is:

    'mover tickets Criticos a  MDS Critico' => {
        # get all tickets with these properties
        SLA => 'Critico 30min',
        Services => ['Inc::Apl AVAYA::CMS::Cambios de Skill','Inc::Claves::Avaya IC','Inc::Claves::ININ','Inc::Claves::Red','Inc::Otras Plataformas::SUIN','Req::Admin Usuarios/Grupos::Cambio de Piloto','Req::Admin Usuarios/Grupos::Modificar Grupo::Mensaje Disuasivo'],
        # new ticket properties
        New => {
            Queue => 'Mesa de Servicios::Mesa de Servicios Critico',
        },
    },

My mistakes were first to get only service or only SLA but not both and then I wrote Service instead of Services but after several tests it worked!

Thanks again for your help!

Greetings,

Leonardo Certuche
301 284 6250
460 0727 ext 5559
leonardo.certuche@itcon-ltda.com
www.itcon-ltda.com
Cra 31 # 54-10 TECNOSOFT
Medellín, Colombia


On Sat, Nov 28, 2009 at 2:51 PM, Michiel Beijen <michiel.beijen@otrs.com> wrote:
Hi Leonardo,

Let me first say that I haven't tried reproducing it with
GenericAgent.pm nor I have looked into why it would or would not work.

But what I did is, I tested it with the GenericAgent in the Admin
interface, and **that** works. Could you give me the use case for the
GenericAgent.pm? If it works in the web interface, why would you want
to use the text based interface?

(in other words, what would we need to add to the web interface, for
you to be happy with it?

((enjoy))
-
Michiel Beijen
R&D

OTRS AG
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Germany

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Mindermann (CEO), Martin Edenhofer

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On Fri, Nov 27, 2009 at 6:31 PM, Leonardo Certuche
<leonardo.certuche@itcon-ltda.com> wrote:
> Hi there,
>
> I've been trying to include ITSM items such as SLA or Service in
> GenericAgent.pm jobs without success :(
>
> For non-ITSM items such as Queues, States, Priorities it works like a charm
> but once I include Service or SLA, they're ignored!
>
> Has anyone included Service or SLA as parameters in the GenericAgent.pm
> file? Any tips on this are much appreciated
>
> Thanks,
>
> Leonardo Certuche
>
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