Kernel/Config/GenericAgent.pm is the default config file which must be copied (cp Kernel/Config/GenericAgent.pm.dist Kernel/Config/GenericAgent.pm).
It's also possibe to use different config files. For example, copy the "cp Kernel/Config/GenericAgent.pm.examples Kernel/Config/GenericAgentFileB.pm" and rename the package name in the new file:
[...] package Kernel::Config::GenericAgentFileB; [...] |
Now we want to go through a few examples. There is also a example config file (Kernel/Config/GenericAgent.pm.examples).
Here all possible options:
'name of job' => {
# get all tickets with these properties
TicketNumber => '200%01',
Queue => 'system queue',
States => ['new', 'open'],
Priorities => ['1 very low', '2 low', '3 normal'],
Locks => ['unlock'],
From => '%spam@example.com%',
To => '%support@example.com%',
Cc => '%client@example.com%',
TicketFreeKey1 => 'Product',
TicketFreeText1 => 'adasd',
TicketFreeKey2 => 'Product',
TicketFreeText2 => 'adasd',
Subject => '%VIRUS 32%',
Body => '%VIRUS 32%',
CustomerID => '123',
CustomerUserLogin => 'uid123',
# tickets older the 60 minutes
TicketCreateTimeOlderMinutes => 60,
# tickets newer then 60 minutes
TicketCreateTimeNewerMinutes => 60,
# tickets with create time older then ....
TicketCreateTimeOlderDate => '2004-01-19 00:00:01',
# tickets with create time newer then ...
TicketCreateTimeNewerDate => '2004-01-09 23:59:59',
# or escalation tickets
Escalation => 1,
# new ticket properties (no option is required, use just the options
# which should be changed!)
New => {
# new queue
Queue => 'new system queue',
# possible states (closed successful|closed unsuccessful|open|new|removed)
State => 'closed successful',
# new priority
Priority => '3 normal',
# new ticket free text
TicketFreeKey1 => 'Product123',
TicketFreeText1 => 'adasd123',
# new ticket owner (if needed)
Owner => 'root@localhost',
# set customer id and customer user
CustomerID => '123',
CustomerUserLogin => 'usd213',
# if you want to add a Note
Note => {
From => 'GenericAgent',
Subject => 'Your subject!',
Body => 'Some comment!',
ArticleType => 'note-internal', # note-internal|note-external|note-report
},
# your program (/path/to/your/program) will be executed like
# "/path/to/your/program $TicketNumber $TicketID" ARG[0] will
# be the ticket number and ARG[1] the ticket id
CMD => '/path/to/your/program',
# DELETE ticket from database and filesystem
Delete => 1,
}, |
If you get spam tickets in your system and you want spend much time on it, create a queue (named spam) and just move the spam tickets into this queue. If the bin/GenericAgent.pl runs, all open tickets in the queue spam will be closed by the bin/GenericAgent.pl.
Example for Kernel/Config/GenericAgent.pm
[...]
# --
# [name of job] -> close all tickets in queue spam
# --
'close spam' => {
# get all tickets with this properties
Queue => 'spam',
States => ['new', 'open'],
Locks => ['unlock'],
# new ticket properties (no option is required, use just the options
# which should be changed!)
New => {
# new queue
Queue => 'spam',
# possible states (closed successful|closed unsuccessful|open|new|removed)
State => 'closed successful',
# new ticket owner (if needed)
Owner => 'root@localhost',
# if you want to add a Note
Note => {
From => 'GenericAgent',
Subject => 'spam!',
Body => 'Closed by GenericAgent.pl because it is spam!',
},
},
},
[...] |
If you want to delete (means delete ticket from database and filesystem) a ticket from a queue use this.
Example for Kernel/Config/GenericAgent.pm
[...]
# --
# [name of job] -> close and delete all tickets in queue delete
# --
'delete' => {
# get all tickets with this properties
Queue => 'delete',
States => ['new', 'open'],
Locks => ['unlock'],
# new ticket properties (no option is required, use just the options
# witch should be changed!)
New => {
# DELETE!
Delete => 1,
},
},
[...] |
Moved ticket from tricky to experts queue and add note.
Example for Kernel/Config/GenericAgent.pm
[...]
# --
# [name of job] -> move all tickets from tricky to experts
# --
'move tickets from tricky to experts' => {
# get all tickets with this properties
Queue => 'tricky',
States => ['new', 'open'],
Locks => ['unlock'],
# new ticket properties
New => {
Queue => 'experts',
Note => {
From => 'GenericAgent',
Subject => 'Moved!',
Body => 'Moved from "tricky" to "experts" because it was not possible to find a sollution!',
ArticleType => 'note-internal', # note-internal|note-external|note-report
},
},
},
[...] |
Send escalation notifications to agents which subscribed to the custom queue of the ticket.
Example for Kernel/Config/GenericAgent.pm
[...]
# --
# [name of job] -> send escalation notifications
# --
'send escalation notifications' => {
Escalation => 1,
# new ticket properties
New => {
Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
},
},
[...] |
Moved ticket from abc with priority "3 normal" to experts queue and change priority to "4 high".
Example for Kernel/Config/GenericAgent.pm
[...]
# --
# [name of job] -> move all tickets from abc to experts and change priority
# --
'move all abc priority "3 normal" tickets to experts and change priority'=> {
# get all tickets with this properties
Queue => ['abc'],
States => ['new', 'open'],
Locks => ['unlock'],
Priorities => ['3 normal'],
# new ticket properties
New => {
Queue => 'experts',
Priority => '4 high',
TicketFreeKey1 => 'ProductSkill',
TicketFreeText1 => 'Expert required!',
},
},
[...] |
If there is a escalation ticket, move it to experts and execute a command.
Example for Kernel/Config/GenericAgent.pm
[...]
# --
# [name of job] -> move all tickets from xyz to experts
# --
'move escalation ticket to experts and execute CMD' => {
# get all tickets with this properties
Queue => 'xyz',
Escalation => 1,
# new ticket properties
New => {
Queue => 'experts',
# your program (/path/to/your/program) will be executed like
# "/path/to/your/program $TicketNumber $TicketID" ARG[0] will
# be the ticket number and ARG[1] the ticket id
CMD => '/path/to/your/program',
},
},
[...] |
Delete all tickets with subject "VIRUS 32" in queue abc.
Example for Kernel/Config/GenericAgent.pm
[...]
'delete all tickets with subject "VIRUS 32" in queue abc' => {
# get all tickets with this properties
Queue => 'abc',
# From => '%spam@example.com%',
# To => '%support@example.com%',
# Cc => '%client@example.com%',
Subject => '%VIRUS 32%',
# Body => '%testing case 1245%',
# new ticket properties
New => {
# DELETE!
Delete => 1,
},
},
[...] |