Hi Danie,
Where do I implement these changes? , not much of a programmer so not sure where to begin. Do I insert my own module?
I think you will have big problems in writting your own GenericAgent-module without programmer's experience. I know C/PHP quite good, but Perl is really a hard workout... I developed my module out of the AutoPriorityIncrease.pm modul. You should make a copy of * AutoPriorityIncrease.pm or * DeleteOldClosedTickets.pm (take the one that seems to be closer to your final needs) within the directory ~/Kernel/System/GenericAgent Have a very close at the mentioned
See http://dev.otrs.org/ Kernel::System::Ticket::Article with all the attachment-functions for some guidance. to know how to change that new module. Activate this module though GenericAgent.pl out of your console or through WebGUI-GenericAgent.
Use some debug-output within your module and watch your debug-location (syslogd e.g. /var/log/messages or ~/var/log/otrs.log) to see what is your module actually doing. Bye, Alex