Thanks for your interest Michiel,
The only reason why I chose pm file instead of AdminGenericAgent is
frecuency. AFAIK the web only permits tasks to be run as often as 10min
(even changing /opt/otrs/var/cron/generic_agent-database) but here we have a
2min task to be run so we chose pm file.
About the task involving ITSM fields, we already made it work! here it is:
'mover tickets Criticos a MDS Critico' => {
# get all tickets with these properties
SLA => 'Critico 30min',
Services => ['Inc::Apl AVAYA::CMS::Cambios de
Skill','Inc::Claves::Avaya
IC','Inc::Claves::ININ','Inc::Claves::Red','Inc::Otras
Plataformas::SUIN','Req::Admin Usuarios/Grupos::Cambio de
Piloto','Req::Admin Usuarios/Grupos::Modificar Grupo::Mensaje Disuasivo'],
# new ticket properties
New => {
Queue => 'Mesa de Servicios::Mesa de Servicios Critico',
},
},
My mistakes were first to get only service or only SLA but not both and then
I wrote Service instead of Services but after several tests it worked!
Thanks again for your help!
Greetings,
Leonardo Certuche
301 284 6250
460 0727 ext 5559
leonardo.certu...@itcon-ltda.com
www.itcon-ltda.com
Cra 31 # 54-10 TECNOSOFT
Medellín, Colombia
On Sat, Nov 28, 2009 at 2:51 PM, Michiel Beijen <michiel.bei...@otrs.com>wrote:
> Hi Leonardo,
>
> Let me first say that I haven't tried reproducing it with
> GenericAgent.pm nor I have looked into why it would or would not work.
>
> But what I did is, I tested it with the GenericAgent in the Admin
> interface, and **that** works. Could you give me the use case for the
> GenericAgent.pm? If it works in the web interface, why would you want
> to use the text based interface?
>
> (in other words, what would we need to add to the web interface, for
> you to be happy with it?
>
> ((enjoy))
> -
> Michiel Beijen
> R&D
>
> OTRS AG
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>
> On Fri, Nov 27, 2009 at 6:31 PM, Leonardo Certuche
> <leonardo.certu...@itcon-ltda.com> wrote:
> > Hi there,
> >
> > I've been trying to include ITSM items such as SLA or Service in
> > GenericAgent.pm jobs without success :(
> >
> > For non-ITSM items such as Queues, States, Priorities it works like a
> charm
> > but once I include Service or SLA, they're ignored!
> >
> > Has anyone included Service or SLA as parameters in the GenericAgent.pm
> > file? Any tips on this are much appreciated
> >
> > Thanks,
> >
> > Leonardo Certuche
> >
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