AgentGeneric

[taji89]

hello
when I configure the agentGeneric I get this error
Error message: Warning: Can not run GenericAgent Job climbing-ticket2 'Because no search Attri [..]
and can't find the file / opt / otrs / Kernal / Config I work on version 3.1

Help Help

[Lio]

hello
when I configure the agentGeneric I get this error
Error message: Warning: Can not run GenericAgent Job climbing-ticket2 'Because no search Attri [..]
and can't find the file / opt / otrs / Kernal / Config I work on version 3.1

Help Help

I think you could tell us more about your error...

A first sight, i'd say you didn't configure you GenericAgent properly, you must have missed a mandatory field or something like that.

The best advice I could give you is to read the whole otrs documentation and more precisely here the part about GenericAgent.

PS : the config.pm file is located on otrs/otrs/kernel

[taji89]

hi
the problèm now it I can't found the Frontend :: Module # # # Notify 4-Ticket Ticket :: Notify on system configuration settings

help

[yuri0001]

You will find needed in Admin Area Notification section in agent/admin Web-interface, not in System Cofiguration.

[taji89]

hello
i can't found it plz could you explain more i found just interface web

[taji89]

sorry
i found web service and not web interface

[taji89]

the problem want to show agents important tickets I select the notification on the file but I get no mail ,I read that I need to activate Frontend::NotifyModule###4-Ticket::TicketNotify but i cant found it in systemconfig

[taji89]

The problem now is that I not receive the notification on escalating ticket at the right time I indicated on the line 10 minutes the first time to provide an answer when I receive mail after 20 minutes

[artjoms15]

What I suggest is to set escalaton notification not through GenericAgent database but through GenericAgent.pm file, and set the according time as much as you want!

E.g.
in file /var/cron/generic_agent set value like

Code: Select all

*/1 * * * *    $HOME/bin/otrs.GenericAgent.pl >> /dev/null

and after that in file /Kernel/Config/GenericAgent.pm

Code: Select all

%Jobs = (

   # [name of job] -> send escalation notifications
   'send escalation notifications' => {
       Escalation => 1,
   #    # new ticket properties
       New => {
           Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
       },
   },
...

It will check escalation time every minute (guaranteed)

BTW, it is written in Admin manual, so please read it more carefully!!!

Cheers,
A.

[taji89]

i found juste generic_agent.dist in file /var/cron i have changed but no change.
and in the agent_generic area admin system interface web in filter ticket i selected :
Dates climbing :Time of escalating ticket reached last 1year
:(:(:(

[taji89]

i think i have to found the extension with .pm i mean GenericAgent.pm but the problem i cant found it
i change also in generic_agent-database.dist but no change
could you help me plzzzzz

[artjoms15]

Okay - read this article http://doc.otrs.org/2.1/en/html/x325.html
the part 3.2.5. Setting up the cron jobs for OTRS

What I can add: remove .dist extension from the file and add a code I gave you in there. It is just like Apache .conf files, which are gathered only if the extension matches.
wth .pm file is the same - find a GenericAgent.pm.dist and rename it as GenericAgent.pm (Escalation job will already be in there) that should work

[taji89]

are you token about this code ?? i have to insert this ??

" */1 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null "

[taji89]

where i have to insert this code if i remove the file ??

[artjoms15]

Hey!

Okay.. Try to explain it simplier
a) There are Cron jobs that are running by time schedule
b) Cron jobs has its own syntax, the are taken from files without an extension from folder .../var/cron/...
c) These cron jobs run files with jobs (what to do) or PERL modules which shows the way to those Cronjob files
e.g. */1 * * * *    $HOME/bin/otrs.GenericAgent.pl >> /dev/null
will run file otrs.GenericAgent.p, which calls file /Kernel/Config/GenericAgent.pm

so

!!!) Change extension of /var/cron/generic_agent.dist to /var/cron/generic_agent and paste there that code */1 * * * *    $HOME/bin/otrs.GenericAgent.pl >> /dev/null

after that change extension of /Kernel/Config/GenericAgent.pm.dist to /Kernel/Config/GenericAgent.pm

and after that yous hould rebuild cronjob for linux user... with running update script ../bin/Cron.sh (check the manual how to run this file correctly, because I don' t know names of your web-users)

Let the Google be with you

Cheers,
A.

[taji89]

generic_agent-database.pm ; generic_agent-database.pm ; generic_agent.pm ;fetchmail.pm ; postmaster_mailbox.pm

i have change the extension from this file and also the extension from file GenericAgent.pm.dist to GenericAgent.pm

But no change maybe i have to change other things i just change the extension and the replace 20mn to 1mn i still can't see the change .

[taji89]

!!!) Change extension of /var/cron/generic_agent.dist to /var/cron/generic_agent and paste there that code */1 * * * *    $HOME/bin/otrs.GenericAgent.pl >> /dev/null

here i change /var/cron/generic_agent.dist to /var/cron/generic_agent or to /var/cron/generic_agent.pm ????? plz help me

[artjoms15]

just /var/cron/generic_agent and afterwards run Cron rebuild script .../bin/Cron.sh

[taji89]

how to rebuild on windows ??

[taji89]

i still receive the escalation after 20mn

[jojo]

did you restart the OTRS Service?

As you are firing a lot of requests here you should consider professional support.

Please also have a look on: http://faq.otrs.org/otrs/public.pl?Acti ... ItemID=317

[taji89]

i restart services and finally it work

thank's for your helps...

[deragoku]

I can add is removed from the file extension, and add a code, I gave you in there.