Indeed! Here is the working job (running every two minutes no problem!): # -- 'move tickets from MDS to MDS Critico' => { # get all tickets with these properties Queue => ['Mesa de Servicios'], SLA => ['Critico 30min'], # new ticket properties New => { Queue => 'Mesa de Servicios::Mesa de Servicios Critico', Note => { From => 'SeUs', Subject => 'Ticket Critico movido a cola Critico!', Body => 'Movido a la cola Critico por tener un SLA Critico!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, My mistake was to write : Queue => 'Subqueue', Instead of: Queue => 'Queue::Subqueue', Thanks again guys, without your help it would have been much harder! Greetings, Leonardo Certuche On Mon, Nov 23, 2009 at 3:59 PM, Nils Leideck - ITSM < nils.leideck@leidex.net> wrote:

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

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