... 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 »
There is no way to run a job for certain Article types only. The job will run on every ArticleCreate event.
Currently the GenericAgent allows to filter on change times. However, the last entry in the ticket history is evaluated, meaning also system updates influence this filter (things that OTRS does to the ticket by e.g. genericagent actions, or events etc). What would be very helpful is to have the possibility to filter on the last change time from a customer and/or an agent, effectively filtering out all system updates ...more »
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 »
It would be really nice to be able to set criteria in a Generic Agent job so that it only executes if the value is blank (e.g. a pick list that hasn't been picked yet, or an empty text box).
This would insure that a value isn't overwritten.
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.
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 »
Can we set up a generic agent to rotate the "master" status survey? For instance, I want to send out a survey per language, but because we're restricted to sending out one at a time, I would need to switch the "master" survey manually. I would like to be able to do that automatically using the generic agent, but I don't see an option for that.
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.
Allow generic agent to search for multiple variables in the same field (based on OTRS 2.4.5) using a special separator and have a copy paste generic agent job.
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.
I would like to have a kind of a generic agent for CIs.
It should be possible to create a ticket in a predefined Queue with a predefined text and ink it to the CI if a date field:
- is reached
- will be reached in x days
- was reached x days ago