Development

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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 »

Voting

1 vote

Development

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GenericAgent filter for changetime on agent or customer change

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 »

Voting

2 votes

Development

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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 »

Voting

4 votes

New Feature / Feature Enhancement

Submitted by (@netbez)

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 »

Voting

12 votes

Customer Service

Submitted by

Survey module - switch

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.

Voting

2 votes

Development

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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.

Voting

39 votes