GenericAgent running more often than 10min

Hi there, We're trying to move tickets with certain SLA (or certain services) to a given queue. Unfortunately the first response time associated is 10 minutes so waiting precisely 10 minutes (which is the least you can choose from index.pl?Action=AdminGenericAgent) sounds like too much. I first tried decreasing the crontab time for the GenericAgent.pl: */2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null But that seems not to work :( After that I tried with an ACL: # ticket acl $Self->{TicketAcl}->{'Mover-MDA-Critico'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => ['Mesa de Servicios'], Service => ['Red'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Queue => ['Mesa de Servicios Critico'], }, }, }; But that seems not to work either Is it possible to run GenericAgent say each 2 minutes? Does the ACL shown make sense? Is it possible to use SLAs in ACLs? Thanks, Leonardo Certuche

Leonardo Certuche wrote : [...]
I first tried decreasing the crontab time for the GenericAgent.pl:
*/2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null
But that seems not to work :( [...]
Hello Leonardo, I think that there are two sorts of GenericAgent jobs, those who are configured in the GUI and saved in the database and those who are saved as separate files. I guess that the file jobs are called by the crontab line you modified and that there is a second GenericAgent call in the crontab with parameter "-c db" for the db jobs. So I assume that you use a db job and therefor have to modify the other GenericAgent call. I'm also very interested in the solution so it would be great if someone with more knowledge could confirm my theory. And I worry about side effects since there must be a reason for this 10 min granularity. Is it only a performance reason ? Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

Hi all, Am 22.11.2009 um 02:52 schrieb Alexander Halle:
Leonardo Certuche wrote : [...]
I first tried decreasing the crontab time for the GenericAgent.pl: */2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null But that seems not to work :( [...]
I think that there are two sorts of GenericAgent jobs, those who are configured in the GUI and saved in the database and those who are saved as separate files. I guess that the file jobs are called by the crontab line you modified and that there is a second GenericAgent call in the crontab with parameter "-c db" for the db jobs. So I assume that you use a db job and therefor have to modify the other GenericAgent call.
there are 2 cronjob definition files in OTRS. The one which is calling the GenericAgent.pl with "-c db" is executed every 10 minutes, keep this as it is so the GUI is not lying ;-) The other one is executing GenericAgent.pl with "-c 'Kernel::Config::GenericAgent'" ... this is an example config ... you can create your own Config Files in Kernel/Config/ (e.g. MyGenericAgentMoveSLATicket2Queue123.pm ... etc.) and let the cronjob execute this job as you need. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net https://webint.cryptonode.de / a Fractal project

Nils Leideck - ITSM wrote : [...]
The one which is calling the GenericAgent.pl http://GenericAgent.pl with "-c db" is executed every 10 minutes, keep this as it is so the GUI is not lying ;-)
The other one is executing GenericAgent.pl http://GenericAgent.pl with "-c 'Kernel::Config::GenericAgent'" ... this is an example config ... you can create your own Config Files in Kernel/Config/ (e.g. MyGenericAgentMoveSLATicket2Queue123.pm ... etc.) and let the cronjob execute this job as you need. [...]
Thanks for your explanation Nils, this helps me much and I think Leonardo too :) Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

Thanks Nils and Alexander for your explanations, now I have a better
understanding about GenericAgent behavior. I was checking
/opt/otrs/Kernel/Config/GenericAgent.pm.examples and it's clear how to use
it but none of the examples uses ITSM fields such as Service or SLA, is it
possible to use it? We just want tickets from certain SLA to be moved to a
give queue ASAP.
Thanks,
Leonardo Certuche
On Sun, Nov 22, 2009 at 2:52 PM, Alexander Halle
Nils Leideck - ITSM wrote : [...]
The one which is calling the GenericAgent.pl http://GenericAgent.pl with "-c db" is executed every 10 minutes, keep this as it is so the GUI is not lying ;-)
The other one is executing GenericAgent.pl http://GenericAgent.pl with "-c 'Kernel::Config::GenericAgent'" ... this is an example config ... you can create your own Config Files in Kernel/Config/ (e.g. MyGenericAgentMoveSLATicket2Queue123.pm ... etc.) and let the cronjob execute this job as you need.
[...]
Thanks for your explanation Nils, this helps me much and I think Leonardo too :)
Regards
Alexander
-- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de
--------------------------------------------------------------------- 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/

On 23.11.2009, at 21:32, Leonardo Certuche wrote:
Thanks Nils and Alexander for your explanations, now I have a better understanding about GenericAgent behavior. I was checking /opt/otrs/Kernel/Config/GenericAgent.pm.examples and it's clear how to use it but none of the examples uses ITSM fields such as Service or SLA, is it possible to use it? We just want tickets from certain SLA to be moved to a give queue ASAP.
did you try " SLA => 'mySLA' , " ? Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net https://webint.cryptonode.de / a Fractal project
participants (3)
-
Alexander Halle
-
Leonardo Certuche
-
Nils Leideck - ITSM