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.
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...
... 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...
As administrator, I want to use regular expressions for ticket selections in the generic agent interface. This offers me much more flexibility and reduces the amount of mostly similar generic agents (e.g. searching for typos like "gogle").
Provide a possibility to use an OTRS calendar to define when an GenericAgent should run. That way it would be possible to do some things like out of office notifications during off hours and holidays. The calendars are more flexible than simply enabling hours and days.
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.
When you send notifications to generic job, I propose that the notifications of an agent are grouped and included in a single email notification. Now an email is sent for each ticket, if you send 100, 100 email notification. Too many with risk of spam.
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
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...