Is it possible for generic agent to run more often...

[tomekliw]

...Than 10 minutes.

In my system SLA for service is assigned by generic agent (because OTRS unfortunatelly do not have possibility of setting default SLA for service) and 10 minutes were enoug so far. Now I have service where SLA is 10 minutes and I need generic agent to run every minute.

Or maybe there is possibility to set default SLA for service?

Thanks in advance.

TJL

[crythias]

What version and OS?

I don't know if this will work, but:
There's a table in the database called generic_agent_jobs
It has entries like:
generic agent jobname ScheduleMinutes 50
generic agent jobname ScheduleMinutes 30
generic agent jobname ScheduleMinutes 40
generic agent jobname ScheduleMinutes 20
generic agent jobname ScheduleMinutes 10
generic agent jobname ScheduleMinutes 00

So, it may seem reasonable to add individual minute entries to this.

[jojo]

you can run Generic Agents also via Configuration File direct via cron

[tomekliw]

Thank You for Your answers.

1. Adding new lines with scheduled minutes into generic_agent_jobs is not working, it is still 10 minutes schedule

2. I've tried add something into genericagent.pm but it's not working either, mabe You will find error in lines below (every new ticket has TicketFreeText4 set as new)

Code: Select all

'nbik sla' => {
		Service => ['WWU - NBIK'],
		TicketFreeText4 => ['new'],
		New => {
			SLA => ['WWU - NBIK'],
			TicketFreeText4 => ['sla updated'],
		},
	},

[jojo]

On setting a free text field, the free text value must be set to.

[crythias]

I think jojo meant you must set the key and the value.