RE: [otrs] Setting owner of new tickets automatically?
Thanks for your help. I've created a new GenericAgent job called "AssignOwnershipComputer", and configured it as you suggest. I run into a couple of problems, though.
First, after I create the job, I get the message " 6 Tickets affected! You really want to use this job?". There's no "Yes" button or anything similar to click. What should I do?
I went to the GenericAgent job list and saw that the job was there, so I clicked "Run Now!" to see what happened. There weren't any complaints, but the ownership of the tickets in the Computer queue hasn't changed, either. They're still owned by root@localhost.
In /var/log/messages I see:
OTRS-CGI-10[3836]: [Notice][Kernel::System::Generic Agent::JobRun] Run GenericAgent Job 'AssignOwnershipComputer' from db.
One other question: Can I get GenericAgent to check the queue more often than every 10 minutes?
Yes, but not throw DB. I'd probably add it to the system version of GenericAgent and it would look something like this: 'AssignOwnerCompter' => { Queue => 'Computer', States => ['new', 'open'], Locks => ['unlock'], New => { Locks => 'lock', Owner => 'someone', } } then make your cron run GenericAgent.pl every 1 minute or something like it.
I'm worried that users will be frustrated if they see a new ticket before GenericAgent has changed the ownership. Ideally, I'd like to just set the ownership at the time the ticket is placed in the queue.
You could possibly do this by hacking and slashing the Postmaster program some.. hm.. or possibly hacking Postmaster so it understands another "header" like "X-OTRS-Agent" and make procmail(or any filter soft) set the X-OTRS-Queue and X-OTRS-Agent via that.. Well.. some ideas atleast ;) Regards, Patrik
On Thu, 28 Oct 2004 18:01:56 +0200, Patrik Forsberg
Thanks for your help. I've created a new GenericAgent job called "AssignOwnershipComputer", and configured it as you suggest. I run into a couple of problems, though.
First, after I create the job, I get the message " 6 Tickets affected! You really want to use this job?". There's no "Yes" button or anything similar to click. What should I do?
It is just a warning of what will happen if you use this feature. Not a request actually.
I went to the GenericAgent job list and saw that the job was there, so I clicked "Run Now!" to see what happened. There weren't any complaints, but the ownership of the tickets in the Computer queue hasn't changed, either. They're still owned by root@localhost.
In /var/log/messages I see:
OTRS-CGI-10[3836]: [Notice][Kernel::System::Generic Agent::JobRun] Run GenericAgent Job 'AssignOwnershipComputer' from db.
One other question: Can I get GenericAgent to check the queue more often than every 10 minutes?
Yes, but not throw DB. I'd probably add it to the system version of GenericAgent and it would look something like this: 'AssignOwnerCompter' => { Queue => 'Computer', States => ['new', 'open'], Locks => ['unlock'], New => { Locks => 'lock', Owner => 'someone', } }
then make your cron run GenericAgent.pl every 1 minute or something like it.
As Patrick suggested, you have to program the actual Kernel/Config/GenericAgent.pm file to do this and then set your cron to run more often.
I'm worried that users will be frustrated if they see a new ticket before GenericAgent has changed the ownership. Ideally, I'd like to just set the ownership at the time the ticket is placed in the queue.
You could possibly do this by hacking and slashing the Postmaster program some.. hm.. or possibly hacking Postmaster so it understands another "header" like "X-OTRS-Agent" and make procmail(or any filter soft) set the X-OTRS-Queue and X-OTRS-Agent via that..
Well.. some ideas atleast ;)
Yep. Ideas.....
Regards, Patrik
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participants (2)
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Patrik Forsberg -
Tyler Hepworth