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|
# --
# Kernel/Config/GenericAgent.pm - config file of generic agent
# Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/
# --
# $Id: GenericAgent.pm.examples,v 1.19 2007/09/12 23:24:42 martin Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (GPL). If you
# did not receive this file, see http://www.gnu.org/licenses/gpl.txt.
# --
package Kernel::Config::GenericAgent;
use strict;
use vars qw($VERSION @ISA @EXPORT %Jobs);
require Exporter;
@ISA = qw(Exporter);
@EXPORT = qw(%Jobs);
$VERSION = '$Revision: 1.19 $';
$VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/;
# -----------------------------------------------------------------------
# config options
# -----------------------------------------------------------------------
%Jobs = (
# --
# [name of job] -> close all tickets in queue spam
# --
'close spam' => {
# get all tickets with these properties
Queue => 'spam',
States => ['new', 'open'],
Locks => ['unlock'],
# new ticket properties (no option is required,
# use just the options which should be changed!)
New => {
# new queue
Queue => 'spam',
# possible states (closed successful|closed unsuccessful|open|new|removed)
State => 'closed successful',
# new ticket owner (if needed)
Owner => 'root@localhost',
# if you want to add a Note
Note => {
From => 'GenericAgent',
Subject => 'spam!',
Body => 'Closed by GenericAgent.pl because it is spam!',
},
},
},
# --
# [name of job] -> close and delete all tickets in queue delete
# --
'delete' => {
# get all tickets with these properties
Queue => 'delete',
States => ['new', 'open'],
Locks => ['unlock'],
# tickets older then 60 minutes
TicketCreateTimeOlderMinutes => 60,
# new ticket properties (no option is required,
# use just the options which should be changed!)
New => {
# DELETE!
Delete => 1,
},
},
# --
# [name of job] -> move all tickets from tricky to experts
# --
'move tickets from tricky to experts' => {
# get all tickets with these properties
Queue => ['tricky', 'tricky1'],
States => ['new', 'open'],
Locks => ['unlock'],
# new ticket properties
New => {
Queue => 'experts',
Note => {
From => 'GenericAgent',
Subject => 'Moved!',
Body => 'Moved from "tricky" to "experts" because it was not possible to find a sollution!',
ArticleType => 'note-internal', # note-internal|note-external|note-report
},
},
},
# --
# [name of job] -> send escalation notifications
# --
'send escalation notifications' => {
Escalation => 1,
# new ticket properties
New => {
# notify all agents who selected the queue in "my queues/custom queues"
# Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
# notify all agents who can access the ticket with rw permissions
Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission',
},
},
# --
# [name of job] -> move all tickets from xyz to experts
# --
'move escalation ticket to experts and execute CMD' => {
# get all tickets with these properties
Queue => 'xyz',
Escalation => 1,
# new ticket properties
New => {
Queue => 'experts',
# your program (/path/to/your/program) will be executed like
# "/path/to/your/program $TicketNumber $TicketID" ARG[0] will
# be the ticket number and ARG[1] the ticket id
CMD => '/path/to/your/program',
},
},
# --
# [name of job] -> move all tickets from abc to experts and change priority
# --
'move all priority "3 normal" tickets from abc to experts and set priority to "4 high"' => {
# get all tickets with these properties
Queue => 'abc',
Priorities => ['3 normal'],
# new ticket properties
New => {
Queue => 'experts',
Priority => '4 high',
TicketFreeKey1 => 'ProductSkill',
TicketFreeText1 => 'Expert required!',
},
},
# --
# [name of job] -> delete all tickets with subject 'VIRUS 32' in queue abc
# (take care if you use From, To, Cc, Subject or Body because it takes
# database performance!)
# --
'delete all tickets with subject "VIRUS 32" in queue abc' => {
# get all tickets with these properties
Queue => 'abc',
# From => '%Feedback%',
# To => '%Feedback%',
# Cc => '%Feedback%',
Subject => '%VIRUS%',
# Body => '%installing%',
# new ticket properties
New => {
# DELETE!
Delete => 1,
},
},
# --
# [name of job] -> send reminder emails to agents
# --
'send reminder emails to agents' => {
# get all tickets with these properties
States => ['pending reminder'],
TicketPendingTimeOlderMinutes => 10,
# new ticket properties (no option is required,
# use just the options which should be changed!)
New => {
# if you want to add a Note
Note => {
From => 'Reminder Admin',
Subject => 'Reminder Notification',
Body => 'The reminder time of this ticket has been reached!',
},
},
},
# --
);
# -----------------------------------------------------------------------
# end of config options
# -----------------------------------------------------------------------
1;
|
