@Yousef, "doesn't work" doesn't help at all. Tell us what the configuration for your generic agent is, what you selected for time slots to apply, how often you expect the generic agent to occur, what happened when it didn't work, what happens, if you run this manually -- you know, things you'd ask someone else if they asked you how to fix this. Your time frame to complete is not the forum's problem. On Tue, Mar 5, 2013 at 7:22 AM, Yousef Hamad wrote:

I did but doesn't work. Please, I have to finish this project on Thursday , can you show me step by step .

Thanks, Yousef Hamad.

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Tuesday, March 05, 2013 3:21 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] GenericAgent

If you have configured the cron jobs then the generic agent jobs will run when you scheduled the cron jobs.

Steve

On 5 March 2013 06:15, Yousef Hamad wrote:

...

Hi,

I am given a project to perform, install OTRS,configure SLA,LDAP,Survey and GenericAgent. I had problem in how to configure the Generic Agent to work automatically .

Thanks,

Yousef Hamad.

______________________________________________________________________ ______________________________________________________________________ ___________________________________________________________________

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications.

Aspire Infotech, 130 Queen Rania Street, PO Box 840098 Amman 11181 Jordan

--------------------------------------------------------------------- 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

---

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 --------------------------------------------------------------------- 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

Yousef: "I red from internet if you want the generic agent work every 10 min you have to select all options of all 3 cloumns from time settings in Agent`s portal" And? On Tue, Mar 5, 2013 at 8:40 AM, Yousef Hamad wrote:

The Generic Agent works fine manually , but doesn’t automatically . I configured the generic agent to trigger escalation when receive a ticket to give a customer a specific SLA I red from internet if you want the generic agent work every 10 min you have to select all options of all 3 cloumns from time settings in Agent`s portal . please help time is down.****

** **

Thanks ****

** **

Yousef Hamad ****

** **

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* Tuesday, March 05, 2013 4:03 PM

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] GenericAgent****

** **

@Yousef,****

"doesn't work" doesn't help at all. Tell us what the configuration for your generic agent is, what you selected for time slots to apply, how often you expect the generic agent to occur, what happened when it didn't work, what happens, if you run this manually -- you know, things you'd ask someone else if they asked you how to fix this.****

** **

Your time frame to complete is not the forum's problem. ****

** **

** **

** **

On Tue, Mar 5, 2013 at 7:22 AM, Yousef Hamad wrote:****

I did but doesn't work. Please, I have to finish this project on Thursday , can you show me step by step .

Thanks, Yousef Hamad.****

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Tuesday, March 05, 2013 3:21 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] GenericAgent

If you have configured the cron jobs then the generic agent jobs will run when you scheduled the cron jobs.

Steve

On 5 March 2013 06:15, Yousef Hamad wrote:

...

Hi,

I am given a project to perform, install OTRS,configure SLA,LDAP,Survey and GenericAgent. I had problem in how to configure the Generic Agent to work automatically .

Thanks,

Yousef Hamad.

______________________________________________________________________ ______________________________________________________________________ ___________________________________________________________________

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications.

Aspire Infotech, 130 Queen Rania Street, PO Box 840098 Amman 11181 Jordan

--------------------------------------------------------------------- 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

---

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 --------------------------------------------------------------------- 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****

** **

--------------------------------------------------------------------- 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

Can you show me what steps are in Generic Agent to works automatically. thanks -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Boyes Sent: Tuesday, March 05, 2013 7:49 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] GenericAgent

I did but doesn't work. Please, I have to finish this project on Thursday , can you show me step by step .

You should contact one of the professional services organizations and purchase some of their time. This list is volunteers answering questions in our spare time after/on top of our day jobs. You need professional, dedicated support. --------------------------------------------------------------------- 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

# start generic agent every 10 minutes */10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null # start generic agent every 20 minutes */10 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null These sitting on Generic_Agent_database not Generic_Agent -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Wednesday, March 06, 2013 2:17 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] GenericAgent What did you configure for the cron job for the Generic Agent tasks? e.g. on my system I have the following configured: # start generic agent every 10 minutes 6,16,26,36,46,56 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null # start generic agent every 20 minutes */20 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null The first one runs any Generic Agent DB jobs every 10 mins, the second one runs any Generic Agent jobs that you have hand coded in GenericAgent.pm every 20 mins. Like has been said by the other replies, what exactly have you configured, what are you trying to achieve. If we know what you want to do then we can help, but without knowing that details it's a bit like asking how do I get from A to B without knowing where either A or B are. Steve On 6 March 2013 10:52, Yousef Hamad wrote:

Can you show me what steps are in Generic Agent to works automatically.

thanks

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Boyes Sent: Tuesday, March 05, 2013 7:49 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] GenericAgent

...

I did but doesn't work. Please, I have to finish this project on Thursday , can you show me step by step .

You should contact one of the professional services organizations and purchase some of their time. This list is volunteers answering questions in our spare time after/on top of our day jobs. You need professional, dedicated support.

--------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

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

What do you mean crontab? Is the crontab the same folder below Opt/Otrs/Var/Cron ? I configured the Generic_Agent_Database:

# start generic agent every 10 minutes */10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null

And put the Generic_Agent inactive. Yousef -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Wednesday, March 06, 2013 2:28 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] GenericAgent On 6 March 2013 11:20, Yousef Hamad wrote:

# start generic agent every 10 minutes */10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null # start generic agent every 20 minutes */10 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null

These sitting on Generic_Agent_database not Generic_Agent

Yes, so what have you got configured in your crontab? I'm trying to help here but rapidly losing patience and interest, if you aren't willing to give out the information that we have asked for then we won't be able to assist. --------------------------------------------------------------------- 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

I`m so sorry but it gave me when I ran the crontab -l -u otrs no crontab for otrs How can added cron job for otrs Thanks, Yousef -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Wednesday, March 06, 2013 4:15 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] GenericAgent On 6 March 2013 11:36, Yousef Hamad wrote:

What do you mean crontab? Is the crontab the same folder below Opt/Otrs/Var/Cron ?

I configured the Generic_Agent_Database:

...

# start generic agent every 10 minutes */10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null

And put the Generic_Agent inactive.

Yousef

So just configuring the file doesn't activate the cron job. See http://doc.otrs.org/3.2/en/html/manual-installation-of-otrs.html#cronjobs Steve --------------------------------------------------------------------- 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

On 6 March 2013 14:27, Yousef Hamad wrote:

When I run ./Cron.sh start OTRS_USE R it gave me No such file or directory.

Please advice .

Yousef

You have to replace OTRS_USER with the username of the account you have created for otrs to use (usually just "otrs"). But these are simple linux administration tasks that you should know how to complete before tackling installing something like OTRS. Steve