Generic Agent

[lschimit]

Hello,

I am trying to fix an issue for such a time.

I have created some "Generic Agent" to define priorities and respective queue that the tickets will be forwarded.

Every 10 minutes, such agents are executed, however, I need a faster service, something about every 2 minutes.

- I have changed some configurations in crons "/opt/otrs/var/cron", altering the crons for executing every 2 minutes;
- I also have changed the source code to show from 00 to 59;

Is there something different to do for executing the agents every 2 minutes?

Yours sincerely,

Lucas Schimit

[crythias]

You probably don't want to schedule a generic agent. If you want a workflow, you want to create an event. What happens to a ticket doesn't happen every 2 minutes. It happens once when you need something to happen.

[lschimit]

Hello,

Thanks for answer...

I don't understand that part of event.

I creat the queues, change the time on interface and the crons.

What better way to improve this?

Thanks!

[crythias]

First, explain what you want to have happen "automatically" and "every 2 minutes" that you can't do manually at the time you do whatever it is you need to do to catch within a 2 minute time period.

Let's say that you want to assign an agent based upon a queue. First, determine whether this is a real requirement. I'm not being flippant. I'm just asking the question. If you need an assignment of an agent based upon a queue, maybe just create a queue that only has that agent. If you need to assign an agent because of round-robin assignment of tickets within a queue, that I can understand, but that would happen at assignment, not needing to be handled "every 2 minutes".

If you have a single agent in a queue, the agent doesn't need to be "assigned" the ticket, but will lock it upon doing it.

The key thing is to determine what you want to accomplish and either do that as an event upon whatever triggers or do it manually when you do the other thing.

In simpler terms: When you manually do [this thing], what do you want Generic Agent to do for you because you did it?

[lschimit]

Hello again...

Every ticket comes in the main queue, and I need the GA to assign these tickets to other queues, based on the client and priority of said ticket. The GA would not be triggered by an action, but would be running every two minutes scanning new tickets and reassigning them as needed between the queues pre-configured. The GA would be only running to move the tickets from the main queue to the other ones.

Best regards!

Lucas

[crythias]

Every ticket comes in the main queue,

How? Email or agent?
If Email, use a postmaster filter.

If customer web, then use acls to guide the customer.

I don't recommend client based queues. They're a real pain to manage.