Adding conditional filter to Generic Agent

[sunylkumar]

Hi,

I was wondering if there is a way to add conditional filter to GenericAgent.pm, like say for example I have created a ticket deadline field using one of the TicketFreeTime fields on new phone Ticket form. Now I want to filter all the tickets who's deadline will be met in next 10 minutes, so my filter will be something like:

If (Deadline Time ) - (Current Time) < = 10 Minutes
then
set priority to "very high"

of course one way to do it is to calculate this{(Deadline Time ) - (Current Time)} difference and save it in one of the free text field on every minute basis (not sure exactly where you would code this but let say it can be done) and use that free text field in the Generic Agent as filter but I was curious if conditional filtering can be done inside GenericAgent.pm itself?

Your thoughts on this ->

Thanks,
Sunyl

[sunylkumar]

Never mind I am taking the freetextfield approach by creating a perl script that calculates the difference of current time and deadline and stores it in one of the free text fields also I setup a deadline index which keeps increasing at time passes. This deadline index then can be used in generic agent module to filter the tickets and notify more and more people as the deadline approaches.


Hope that will help for those who are trying to achieve similar functionality.

Thanks,
Sunyl