Hi there,
I thought at first it worked but it is not :(
The following entry in GenericAgent.pm is moving ALL tickets to the desired
queue (not only the ones that should be moved)
# [name of job] -> move all tickets from tricky to experts
# --
'move tickets from MDS to MDS Critico' => {
# get all tickets with these properties
SLA => ['Critico 30min'],
# new ticket properties
New => {
Queue => 'Mesa de Servicios::Mesa de Servicios Critico',
},
},
I have tried non only with SLA => ['Critico 30min'] but also with Service =>
['Inc::Claves::Red']
Any clues?
Thanks!
Leonardo Certuche
On Mon, Nov 23, 2009 at 7:17 PM, Leonardo Certuche <
[email protected]> wrote:
> Indeed!
>
> Here is the working job (running every two minutes no problem!):
>
> # --
> 'move tickets from MDS to MDS Critico' => {
> # get all tickets with these properties
> Queue => ['Mesa de Servicios'],
> SLA => ['Critico 30min'],
> # new ticket properties
> New => {
> Queue => 'Mesa de Servicios::Mesa de Servicios Critico',
> Note => {
> From => 'SeUs',
> Subject => 'Ticket Critico movido a cola Critico!',
> Body => 'Movido a la cola Critico por tener un SLA
> Critico!',
> ArticleType => 'note-internal', #
> note-internal|note-external|note-report
> },
> },
> },
>
> My mistake was to write :
> Queue => 'Subqueue',
> Instead of:
> Queue => 'Queue::Subqueue',
>
> Thanks again guys, without your help it would have been much harder!
>
> Greetings,
>
> Leonardo Certuche
>
>
> On Mon, Nov 23, 2009 at 3:59 PM, Nils Leideck - ITSM <
> [email protected]> wrote:
>
>> On 23.11.2009, at 21:32, Leonardo Certuche wrote:
>>
>> Thanks Nils and Alexander for your explanations, now I have a better
>> understanding about GenericAgent behavior. I was checking
>> /opt/otrs/Kernel/Config/GenericAgent.pm.examples and it's clear how to use
>> it but none of the examples uses ITSM fields such as Service or SLA, is it
>> possible to use it? We just want tickets from certain SLA to be moved to a
>> give queue ASAP.
>>
>>
>> did you try " SLA => 'mySLA' , " ?
>>
>>
>> Nils Leideck
>>
>> --
>> Nils Leideck
>> Senior Consultant
>> [email protected]
>>
>> https://webint.cryptonode.de / a Fractal project
>>
>>
>>
>>
>>
>>
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