Showing 21 ideas for tag "generic"
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Generic Agent Negative Search

The Generic Agent is a very powerful tool, but the one thing that is a problem at the moment is that you cannot filter negatively. In other words, you can't perform an operation on tickets that DO NOT have an SLA assigned to them.


Including this functionality would greatly improve on the flexibility of OTRS, and reduce the number of work-arounds in place to overcome this.

(@netbez) kudos icon +

New Feature / Feature Enhancement

Vacation function for Generic Agent

It should be possible to choose if a job created with generic agent should run also on vacation. If you have a job that should be running especially on vacation or especially not on vacation there is no possibility to choose.

At the sysconfig there is already a setting Framework -> Core::Time::TimeVacationDays

Please built in two options which use this setting at generic agent.
Run also at vacation [X] and Run only... more »
kudos icon +


Generic Agent Ticket FollowUp trigger

... is missing. I can only specify TicketNoteAdded without filtering author: Customer or Agent.
FollowUp events filtering would be very useful.
Use case:
I have a bunch of services set with different SLAs. And I have 'Customer' queue without any notifications, SLA isn't being calculated there as well. Ticket awaits response from customer in that queue.
Once customer has responded, ticket should be automatically moved... more »
(@markus.hlinka) kudos icon +

New Feature / Feature Enhancement

Linking CIs via Postmaster Filter/Generic Agent

I would like to have an option to link CIs based on a regular expression (Subject|Body) within the Postmaster Filter and/or Generic Agent.

Example for Postmaster Filter:
We have a filter condition for subjects that looks like: ((?<=\bCI:\s)(\S+))
So I would like to link the CI written in the subject [***] with the CI in the CMDB.

Example for Generic Agent:
I have a process where a customer or an agent can enter a string... more »
(@harald.eisenmenger) kudos icon +

User Experience

Have a safety warning before deleting a GenericAgent

When you delete a GenericAgent, this is done immediately without an "Are you sure you want to delete...".

As the deletion is placed directly near the run button, a GenericAgent can be easily deleted by mistake.


I propose to have an "Are you sure...?" question before the GenericAgent is actually deleted, similar to the question if you are sure when you want to run it.

(@nilsleideck) kudos icon +


BPMN XML Generic Interface Connector for OTRS Process Management

I suggest to provide a Generic Interface Connector for the OTRS Proces Management module that accepts BPMN XML to create and update existing processes as well as providing BPMN XML created from existing processes to import the definitions into external BPMN Editor like Yaoqiang BPMN Editor, Bizagi, Bonita or ARIS. Cheers, Nils

kudos icon +


Generic Agent send email with attachment

The generic agent should be able to send emails to the same receipients as the event based notification functionality can do.
Basically the email should contain the complete ticket inkl. history and attachments - preferably defined using the following parameters: complete, complete incl. attachments, only last ticket article, only last ticket article with attachments.
The sent email should be attached to the ticket... more »