How to edit Generic Agent to change Responsible?

[AlexG]

Hello,

because of data privacy reasons I have to change the owner and responsible of Tickets which have been closed 3 months ago.
To change the owner was the easy part but how can I change the responsible with the generic agent?
I somehow have to add the field responsible to the generic Agent mask but I don't know how.

The mainquestion: How can I add change responsible to the generic agent mask OR run the Generic Agent via console to change the responsible?

Greetings AlexG

[AlexG]

Okay a Workaround:

I used the GenericAgent via Console OTRS/Kernel/Config/GenericAgent.pm like this:

Code: Select all

        'data privacy Queue' => {
        Queue => ['Queue1', 'Queue2'],
        States => ['closed unsuccessful', 'closed successful'],
        TicketCreateTimeOlderMinutes => 129600,
        New => {
            Owner => 'Pseudo-Agent',
            Responsible => 'Pseudo-Agent',
        },
    },

(129600 Minutes = 3 Months)

[AlexG]

New problem:
With my old (now deleted) test tickets it worked fine but...

Now I got the first few (real) tickets which are effected by these rules, but only the owner has been changed, not the responsible. And if I have been the last owner(admin rights) the owner/responsible isn't changed at all....