Garabed, Are your cron jobs running? You need cron to trigger the agent. On Sep 30, 2011, at 7:54 , Garabed Yegavian wrote:

I am trying to change the state of a Ticket with the Generic Agent and for some reason just cannot get it to work. I create a new ticket with a pending time of 1 day.

I have the generic agent setup to filter for pendings pending times after 5 min and before (tried both) and based on a specific subject of the email.

My ticket action is to set a new state of in process.

Then I have a notification event that should send an email to a group based on the state in process and the subject. I just cant get the state to change. I even tried to use next state "in process" when creating the new email hoping I could trigger the email that way but nothing.

To be honest the whole reason I started using OTRS was due to this function, can someone please help guide me as to why this wont work?....