Executing automated jobs with the GenericAgent

The GenericAgent is a tool to execute tasks automatically that otherwise should be done by a human person, a real agent. The GenericAgent for example can close or move tickets, send notifications on escalated tickets, e.g.

To create a new job for the GenericAgent the link "GenericAgent" in the admin area of OTRS can be used. A table with the already created jobs is displayed where jobs can be executed manually or be removed. To create a new job a name must be specified and the "Add" button must be pressed.

Via the screen for the creation of a new job for the GenericAgent the times can be specified when the job shall be executed. Also different criteria can be specified to select the tickets that shall be affected by the job. Also it is possible to set the new properties of the tickets which are affected by the new job.

If the creation of the job is finished all tickets are listed, that are affected by the job. This list of tickets let you control if the job works right, no changes are made to these tickets yet. The job will be really activated if it is saved into the job list.