Issue with Generic agent

chetannagaonkar · Post by **chetannagaonkar** » 15 Dec 2010, 15:22

Hello All,

I have been able to set automated tasks with Generic agents. However, I don't see the task getting executed automatically. But when I execute the generic event manually, I see that it gets executed and the tickets details are changed accordingly. Can someone help if I am missing something pls?

Thanks.
Best Regards
Chetan

Post by **crythias** » 15 Dec 2010, 15:36

What do your logs say? It's also likely that you have a user/cron issue. Version? OS?

chetannagaonkar · Post by **chetannagaonkar** » 16 Dec 2010, 05:57

Crythias, I have installed OTRS on my laptop (Windows 7 Ultimate, MySQL). OTRS version is 2.4.8. Below is what is listed in OTRS.log. As you can see, I have tried to create/edit Generic agents to ensure that i am not missing any steps. Do you think there is something wrong as per the first line below that it is not able to start Generic Agent?

Chetan

[Wed Dec 15 15:00:01 2010][Notice][Kernel::System::PID::PIDCreate] Can't create PID GenericAgent, because it's already running (yourhost.example.com/4488)!
[Wed Dec 15 15:40:01 2010][Notice][Kernel::System::PID::PIDCreate] Can't create PID GenericAgent, because it's already running (yourhost.example.com/3756)!
[Wed Dec 15 15:41:39 2010][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 127.0.0.1).
[Wed Dec 15 18:15:34 2010][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: test authentication ok (REMOTE_ADDR: 127.0.0.1).
[Wed Dec 15 18:16:55 2010][Error][Kernel::System::User::UserAdd][300] Need UserEmail!
[Wed Dec 15 18:17:11 2010][Notice][Kernel::System::User::UserAdd] User: '1stLevelSupport' ID: '2' created successfully (1)!
[Wed Dec 15 18:17:11 2010][Notice][Kernel::System::User::SetPassword] User: '1stLevelSupport' changed password successfully!
[Wed Dec 15 18:18:08 2010][Notice][Kernel::System::User::UserAdd] User: '2ndLevelSupport' ID: '3' created successfully (1)!
[Wed Dec 15 18:18:08 2010][Notice][Kernel::System::User::SetPassword] User: '2ndLevelSupport' changed password successfully!
[Wed Dec 15 18:19:00 2010][Notice][Kernel::System::User::UserAdd] User: 'ServiceManager' ID: '4' created successfully (1)!
[Wed Dec 15 18:19:00 2010][Notice][Kernel::System::User::SetPassword] User: 'ServiceManager' changed password successfully!
[Wed Dec 15 18:21:04 2010][Notice][Kernel::System::GenericAgent::JobDelete] GenericAgent job 'AutoSAPRouting' deleted (UserID=1).
[Wed Dec 15 18:21:04 2010][Notice][Kernel::System::GenericAgent::JobAdd] New GenericAgent job 'AutoSAPRouting' added (UserID=1).
[Wed Dec 15 18:21:07 2010][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AutoSAPRouting' from db.
[Wed Dec 15 18:21:55 2010][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2010121510000019/test escalation] created (TicketID=17,Queue=GlobalSAP Support::Auto SAP Support,Priority=3 normal,State=new)
[Wed Dec 15 18:22:29 2010][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2010121510000028/test escalation] created (TicketID=18,Queue=GlobalSAP Support::Manual SAP Support,Priority=3 normal,State=new)
[Wed Dec 15 18:23:20 2010][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2010121510000037/test escalation] created (TicketID=19,Queue=GlobalSAP Support::Auto SAP Support,Priority=3 normal,State=new)
[Wed Dec 15 18:24:05 2010][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10b96233f47c1912254a145500b9230408.
[Wed Dec 15 18:35:51 2010][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: test authentication ok (REMOTE_ADDR: 127.0.0.1).
[Wed Dec 15 18:36:35 2010][Notice][Kernel::System::GenericAgent::JobDelete] GenericAgent job 'AutoSAPRouting' deleted (UserID=1).
[Wed Dec 15 18:36:35 2010][Notice][Kernel::System::GenericAgent::JobAdd] New GenericAgent job 'AutoSAPRouting' added (UserID=1).
[Wed Dec 15 18:36:37 2010][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AutoSAPRouting' from db.
[Wed Dec 15 18:37:29 2010][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2010121510000046/test auto escal] created (TicketID=20,Queue=GlobalSAP Support::Auto SAP Support,Priority=3 normal,State=new)
[Wed Dec 15 18:38:05 2010][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2010121510000055/test auto escal] created (TicketID=21,Queue=Local IT Support,Priority=3 normal,State=new)
[Wed Dec 15 18:39:03 2010][Notice][Kernel::System::GenericAgent::JobDelete] GenericAgent job 'AutoSAPRouting' deleted (UserID=1).
[Wed Dec 15 18:39:03 2010][Notice][Kernel::System::GenericAgent::JobAdd] New GenericAgent job 'AutoSAPRouting' added (UserID=1).
[Wed Dec 15 18:39:19 2010][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AutoSAPRouting' from db.
[Wed Dec 15 18:39:20 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'OwnerUpdate' notification to 'chetannagaonkar@yahoo.com'.
[Wed Dec 15 18:39:20 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'OwnerUpdate' notification to 'chetannagaonkar@yahoo.com'.
[Wed Dec 15 18:39:20 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'OwnerUpdate' notification to 'chetannagaonkar@yahoo.com'.
[Wed Dec 15 18:39:20 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'OwnerUpdate' notification to 'chetannagaonkar@yahoo.com'.
[Wed Dec 15 18:41:30 2010][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2010121510000064/test auto escal] created (TicketID=22,Queue=GlobalSAP Support::Auto SAP Support,Priority=3 normal,State=new)
[Wed Dec 15 18:49:51 2010][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10d6deb508eb37c0e8e54f56d5a2845c11.
[Wed Dec 15 18:50:09 2010][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AutoSAPRouting' from db.
[Wed Dec 15 18:50:09 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'OwnerUpdate' notification to 'chetannagaonkar@yahoo.com'.
[Wed Dec 15 19:05:44 2010][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 1068a6a66ce3235e78311ed9457adaa065.
[Wed Dec 15 19:10:01 2010][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AutoSAPRouting' from db.

georgelazar · Post by **georgelazar** » 21 Dec 2010, 22:58

I have exactly the same issue.
OTRS version 2.4.8 running on Linux Gentoo 10, cluster mode.

Post by **jojo** » 22 Dec 2010, 01:51

I don't see an issues, as the Generic agent is triggered:

[Wed Dec 15 19:10:01 2010][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AutoSAPRouting' from db.

chetannagaonkar · Post by **chetannagaonkar** » 22 Dec 2010, 06:54

Jojo,

You see that probably b'coz I am manually triggering it.

Best Regards
Chetan

chetannagaonkar · Post by **chetannagaonkar** » 30 Dec 2010, 15:42

I installed OTRS 3.04 on Ubuntu 10.10 and then tried to setup GenericAgent. I renamed generic_agent.dist to generic_agent and generic_agent-database.dist to generic_agent-database, restarted Cron.sh as otrs user (it still reflects root as the owner when i issue command "ps -ef|grep cron" though).

However, the GenericAgent still doesn't seem to run automatically. In Windows environment too, I have renamed the above files and restarted the GenericAgent. Yet, there is no automatic running. The cron.daily and otrs.log logs too don't show if GenericAgent was run automatically although the time set is for every 10 mins. Can someone help me to understand if I am missing any basic step pls? I believe that we don't need to do any other changes than what I have outlined above to initiate GenericAgent, correct?

Best Regards
Chetan

chetannagaonkar · Post by **chetannagaonkar** » 31 Dec 2010, 13:31

Hello,

I figured out that I need to select all the 10 min intervals (10,20,30 etc) if I need that job to be scheduled every 10 mins. Selecting just 10 mins doesn't suffice. I was under the impression that if 10 mins is selected, the GenericAgent will run every 10 mins. I have realized it is NOT the case. Correct me, if I am wrong pls.

I was able to set different options and then able to get desired results. Thank you Crythias and Jojo for your help.

Best Regards
Chetan

Post by **crythias** » 31 Dec 2010, 15:25

You would not be the first to have that assumption (I at first thought the same thing). However, every 50 minutes is a little weird of an option, which seemed to hint to me that they all should be chosen.

chetannagaonkar · Post by **chetannagaonkar** » 03 Jan 2011, 12:59

Hmmm... its interesting. Now that the understanding is clear, I wanted to know how do we trigger GenericAgent at the same time when the escalations take place? For instance, if escalation takes place at 2:14 PM, the GenericAgent scheduled every 10 mins would be run at 2:20 PM (assuming it has last run at 2:10 PM). That means the escalation/notification may happen in advance to the agent/customer and the change in fields (for ex, routing it to next level) to be reflected may happen after some time. Is everybody facing this issue or is there another way of tackling it?

Best Regards
Chetan

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