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 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

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On Fri, Nov 27, 2009 at 6:31 PM, Leonardo Certuche 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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