Now we want to go through a few examples. There is also a example config file (Kernel/Config/GenericAgent.pm.examples).
Here all possible options:
'name of job' => { # get all tickets with these properties Queue => 'system queue', States => ['new', 'open'], Locks => ['unlock'], # or escalation tickets Escalation => 1, # new ticket properties (no option is required, use just the options # which should be changed!) New => { # new queue Queue => 'new system queue', # possible states (closed successful|closed unsuccessful|open|new|removed) State => 'closed successful', # new ticket owner (if needed) Owner => 'root@localhost', # if you want to add a Note Note => { From => 'GenericAgent', Subject => 'Your subject!', Body => 'Some comment!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, # your program (/path/to/your/program) will be executed like # "/path/to/your/program $TicketNumber $TicketID" ARG[0] will # be the ticket number and ARG[1] the ticket id CMD => '/path/to/your/program', # DELETE ticket from database and filesystem Delete => 1, }, |
If you get spam tickets in your system and you want spend much time on it, create a queue (named spam) and just move the spam tickets into this queue. If the bin/GenericAgent.pl runs, all open tickets in the queue spam will be closed by the bin/GenericAgent.pl.
Exampe for Kernel/Config/GenericAgent.pm
[...] # -- # [name of job] -> close all tickets in queue spam # -- 'close spam' => { # get all tickets with this properties Queue => 'spam', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # which should be changed!) New => { # new queue Queue => 'spam', # possible states (closed successful|closed unsuccessful|open|new|removed) State => 'closed successful', # new ticket owner (if needed) Owner => 'root@localhost', # if you want to add a Note Note => { From => 'GenericAgent', Subject => 'spam!', Body => 'Closed by GenericAgent.pl because it is spam!', }, }, }, [...] |
If you want to delete (means delete ticket from database and filesystem) a ticket from a queue use this.
Exampe for Kernel/Config/GenericAgent.pm
[...] # -- # [name of job] -> close and delete all tickets in queue delete # -- 'delete' => { # get all tickets with this properties Queue => 'delete', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # witch should be changed!) New => { # DELETE! Delete => 1, }, }, [...] |
Moved ticket from tricky to experts queue and add note.
Exampe for Kernel/Config/GenericAgent.pm
[...] # -- # [name of job] -> move all tickets from tricky to experts # -- 'move tickets from tricky to experts' => { # get all tickets with this properties Queue => 'tricky', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties New => { Queue => 'experts', Note => { From => 'GenericAgent', Subject => 'Moved!', Body => 'Moved from "tricky" to "experts" because it was not possible to find a sollution!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, [...] |
If there is a escalation ticket, move it to experts and execute a command.
Exampe for Kernel/Config/GenericAgent.pm
[...] # -- # [name of job] -> move all tickets from xyz to experts # -- 'move escalation ticket to experts and execute CMD' => { # get all tickets with this properties Queue => 'xyz', Escalation => 1, # new ticket properties New => { Queue => 'experts', # your program (/path/to/your/program) will be executed like # "/path/to/your/program $TicketNumber $TicketID" ARG[0] will # be the ticket number and ARG[1] the ticket id CMD => '/path/to/your/program', }, }, [...] |