If the generic agent was able to change something (dynamic field, state, queue) that created an event, I'd use an event. If not, I'd add the check at the same time as the other GenericAgent that does that.
"Which is the best?" In my opinion, in theory, the thing that doesn't run code unnecessarily. In practice, the thing that works for your situation. On Tue, Jul 9, 2013 at 3:10 PM, Daniel Santos <[email protected] > wrote: > Gerald, > > I used the same approach that GenericAgent uses to send escalated > notifications, which is a cron scheduled job that runs bin/ > otrs.GenericAgent.pl and send escalation notifications as necessary. The > only difference on my module is that, instead of sending to e-mail, we are > sending to jabber (xmpp). > > In your opinion, which is the best? GenericAgent or Ticket Event? In the > meantime, which Event should I listen to if using Ticket Event? > > > Daniel [email protected] > ETICE - Empresa de Tecnologia da Informação do Cearáwww.etice.ce.gov.br > +55 85 3101.6600 > > On 07/09/13 16:01, Gerald Young wrote: > > You could, but I don't understand why you want to use a scheduled job to > do a notification when a ticket is escalated. It would appear to me you'd > want that as an event upon occurrence, not a scheduled test if criteria has > been met. > > If you wish to do what you propose, how you've asked is the correct way > to accomplish the goal. > > > On Tue, Jul 9, 2013 at 2:36 PM, Daniel Santos < > [email protected]> wrote: > >> Hi, >> >> I've managed to get my module working... it was a typo in my Needed >> Modules. Sorry about that. >> >> Now I'm wondering how can I add a new Generic Agent job in >> Kernel/Config/GenericAgentJabberNotification.pm and active it without >> touching Kernel/Config/GenericAgent.pm. >> >> Do I need to setup a new cron entry passing -c >> "Kernel::Config::GenericAgentJabberNotification" ?? >> >> Thanks. >> >> >> Daniel Santos >> [email protected] >> ETICE - Empresa de Tecnologia da Informação do Ceará >> www.etice.ce.gov.br >> +55 85 3101.6600 >> >> On 07/09/13 09:24, Daniel Santos wrote: >> >>> Hi, >>> >>> I'm setting up a Generic Agent to make some customization in my OTRS >>> installation to send other notifications when a ticket is escalated. But >>> when I try to use a Get from ConfigObject I'm always getting a: "Message: >>> Can't call method "Get" on an undefined value". ConfigObject is already in >>> the Needed objects 'qw', but still doesn't work. >>> >>> How can I get my module configuration parameters from Config when using >>> a Generic Agent? >>> >>> Thanks. >>> >>> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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