Hi J, I am also facing the same issues. I tried modifying the AdminGenericAgent.pm to add 01 minutes and then select the same while creating the job. But it did not work. Moreover the schedule I am selecting in the GenericAgent job interface is never honoured. I am also wondering about the difference between the job created through the web interface and the ones coded in the GenericAgent.pm. One interesting thing to note is that the GenericAgent is configured to run at interval of every 20 minutes in crontab. I am not able to understand the schedule present in the GenericAgent web interface and the one configured for the GenericAgent itself. Please let me know if you had any success in configuring the GenericAgent If anyone has worked on the GenericAgents and scheduling then please help. Any kind of help is greatly appreciated. Thanks and Regards, Lokesh K S ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of J Sent: Tuesday, June 23, 2009 7:45 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] conditional events in otrs Thanks Michiel I have found info on GenericAgents in http://doc.otrs.org/2.3/en/html/x1213.html and an example in http://doc.otrs.org/2.3/en/html/x1519.html#genericagent-job-for-escalate d-tickets A few questions on this as the documentation appears scant: 1) Is there a way to set the job time at less that 10 minutes 2) Where do I set the action of emailing the job to xyz@abc.com: a) Command or b) Module or c) Both And could you please advise what should be put in those sections? Also, is there any more comprehensive source of information on these agents jobs, the syntax and commands available for Kernel/Config/GenericAgent.pm besides the GenericAgent.pm.examples file? And finally what is the difference between using the web interface for the GenericAgent job vs the GenericAgent.pm file and using code like: # [name of job] -> send reminder emails to agents # -- 'send reminder emails to agents' => { # get all tickets with these properties States => ['pending reminder'], TicketPendingTimeOlderMinutes => 10, # new ticket properties (no option is required, # use just the options which should be changed!) New => { # if you want to add a Note Note => { From => 'Reminder Admin', Subject => 'Reminder Notification', Body => 'The reminder time of this ticket has been reached!', }, }, }, # -- Thanks and regards J Michiel Beijen wrote: Hi J, The easiest, this can be achieved by creating GenericAgent jobs. The downside of this is that means it'll be scheduled (batch-like) and not real-time. -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Mon, Jun 22, 2009 at 07:20, J mailto:otrslist.2006@mymail.isbest.biz wrote: Is there any way (or addin module) to simply handle conditional events in OTRS. For example. If a ticket has: 1. a response required of "priority = 'A 0-15min" then forward to urgentescalations@companyxyz.com 2. a response required of "priority = 'A 0-15min" then change queue to "EscalationsTeam" or 3. "Queue = 'Critical_Outage'" then forward to mobilephonenumber@smsservice.com Thanks and regards J --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/