[SOLVED] Event based Generic Agent

[duffy]

Hello,

I need to insert note-external on ticket close event. I am not sure by reading docs:

1. If i use StateUpdate then closed sucessful filter, will it filter just closed tickets?
2. I found several tutorial on EventTemplate, but a few years old, as event based generic agent came, domthey apply to 3.3.8 I am using currently?
3. Should I use extral cmd or module? What do you recommend?

Thanks

[crythias]

If the point is to inform the user about the closure of the ticket, it's better to use a Reply/Response Template and set next state closed successful.

If the point is to record the steps used to close the ticket and just make it customer-facing AND close the ticket, you can also add state to note and set next-state closed successfully.

[duffy]

Hello,

Thanks a lot!
Anyway for my other thoughts I would like to know answers to my questions, so I know i when using event based generic agent, ticket filter applies right after StateUpdate and then what do you recommend, external CMD or calling module?

But I will describe use case:

1. Agents wants some additional information from customer
2. Ticket is automatically closed by pending autoclose lets say 5 days after last interaction with customer
3. Customer opens ticket by follow-up message and reaction time counter counts from point 1 - last interaction

So the case is - ticket is being closed by pending autoclose+ or pending autoclose-, and at that point note-external is being created.

Kind regards

[crythias]

Closed is closed. I'd set queue to reject with an autoresponse of "Hey, this is closed..."

[duffy]

Ok, I see.

What about events? When i use SatateUpdate event and the some filter, generic agent doesn't work. Does ticket filter filters before event or after event?

[crythias]

Generic Agent since 3.3 reacts to events but you must check the send email box.

[duffy]

"you must check the send email box" - where in SysConfig?

[crythias]

In the Generic agent. At the bottom. Something like enable notifications.