As an OTRS administrator on systems with many GenericAgents, I'd like to have the possibility to create comments in each GenericAgent to document what I have in my mind or where I use it or maybe to write down some kind of a history. Especially when I trigger on or change DynamicFields that are not displayed anywhere (just Helpers), it might be difficult to understand the GenericAgent several months after I (or even someone... more »
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.
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").
It would be nice to be able to split a ticket from a generic agent.
This would allow upon field selection to create subtasks without a human intervention.
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 »
... 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.
To have a restricted user (agent) only for connections via generic interface. This user is a valid agent but should have no access to index.pl because it´s not needed.
Run Postmaster Filters over existing tickets, such that you may find and alter tickets based on the postmaster filter criteria. Maybe a good option for generic agent.
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 »
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