[SOLVED] genericAgent run without errors but not process tickets...

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gawkla
OTRS newbie
Posts: 45
Joined: 15 Jan 2015, 16:48
OTRS Version?: 5.0.5

[SOLVED] genericAgent run without errors but not process tickets...

Post by gawkla » 23 Apr 2018, 00:13

Hello Team
Any help appreciated.
I have setup GenericAgent job. I can run it manually or from scheduler. There is nothing more in logs that job was fired.
But... No action is taken. No ticket parameters changed.

How to debug GenericAgent? Where to check detail logs?
Last edited by gawkla on 16 May 2018, 23:09, edited 1 time in total.

lido
OTRS expert
Posts: 70
Joined: 25 Oct 2017, 16:21
OTRS Version?: 6.0.5

Re: genericAgent run without errors but not process tickets...

Post by lido » 24 Apr 2018, 18:14

Hi, that is not enough information.

Please describe what you're trying to do with the Generic Agent.

Also, if possible please attach a screenshot of the Generic Agent settings you are using.

gawkla
OTRS newbie
Posts: 45
Joined: 15 Jan 2015, 16:48
OTRS Version?: 5.0.5

Re: genericAgent run without errors but not process tickets...

Post by gawkla » 24 Apr 2018, 22:09

I want to do some basic automation for ticket, basing on ticket title.
Select condition: "Ticket title is ... " AND queue is: "..." AND type is "new"
Actions: change ticket type, change queue, assign to particular agent.

Selection works well (It is easy to check running task manually)
Execution (manual or scheduled) is triggered, because there is visible line in system.log

This is very strange, because I have similar other generic agent tasks and they works well. This one wouldn't work for me :(

I have tried change actions to quite other set, tried to assing only one simple action for test purposes, still the same behaviour. This is my question if there is any detail log from GenericAgent?

Maybe this is related to permissions, but I am puzzled. As I wrote below - quite similar task works well...

gawkla
OTRS newbie
Posts: 45
Joined: 15 Jan 2015, 16:48
OTRS Version?: 5.0.5

[COLVED] Re: genericAgent run without errors but not process tickets...

Post by gawkla » 16 May 2018, 23:08

Solved. After reinstallation of OTRS everything start working. Magic happened

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