Generic Agent in OTOBO / Znuny

The Generic Agent allows you to automatically process tickets based on search criteria, time, or event conditions—entirely without custom scripts. This way, you can standardize and accelerate recurring process steps and increase the quality of your support.

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Table of Contents

1. Highlights & Use Cases
2. Quickstart: Workflow Setup
3. Job Configuration
4. Commands & Modules
5. Tips & Best Practices

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Highlights & Use Cases

• Automatic Assignment
  Assign tickets directly to the responsible team based on sender, subject, or keywords.

• Priority Adjustment
  Change priority, status, or service assignment as soon as a ticket meets certain criteria.

• Spam Management
  Automatically empty spam queues at freely definable intervals.

• Notifications
  Inform agents or customers via email about automated actions.

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Quickstart: Workflow Setup

1. Create a New Job
   In the agent interface, click on Add Job.

2. Define Search Criteria

   • Filter → Field, Operator, Value
   • Time/Event → e.g., "Created before 30 days" or "On ticket update"

3. Set Actions

   • Change ticket attributes (Priority, Queue, Service, Status…)
   • Add notes
   • Execute ticket commands or custom modules

4. Save & Activate
   Your job will now run automatically in the background.

Note:
By default, the Generic Agent checks every 5 minutes if new tickets match the rules.
This can be adjusted via System > Daemon > GenericAgent.Interval.

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Job Configuration

1. Criteria (When)

Defines which tickets will be processed:

Type	Example
Free Text Search	Subject LIKE "%Invoice%"
Customer	CustomerID = 42
Dynamic Field	DynamicField_OrderStatus = "open"
Time-based	Created < "NOW - 7 days"

2. Actions (Then)

Options for the "Then" block:

• Update Ticket

  Queue = "Finance"
  Priority = "High"
  Service = "Billing"

• Add Note

  "Ticket automatically prioritized due to being overdue >7 days."

• Custom Module Selection from installed extensions.

• Email to Agent/Customer Template-based.

3. Execution Mode

• Periodic (Default) Interval via system configuration.
• Event-based Directly on Ticket-Create/Update.

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Commands & Modules

Function	Module Name
Create / Edit Job	AgentGenericInterfaceJob
Backend Handler	Kernel::GenericInterface::Handler::Ticket::Generic
Ticket Commands	e.g., AgentTicketPriority, AgentTicketPrint
Custom Module Example	Kernel::GenericInterface::Executor::MyCustomModule

Screenshots:

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Tips & Best Practices

• Rule Test Run First, activate Test Mode in the job form to see results "for review only".

• Performance Avoid too many complex rules with OR connections; split them into multiple jobs.

• Documentation Always describe the purpose and function of the automation in the job comments.

• Security Be careful with conditional checks for actions like "Delete Ticket".

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By using the Generic Agent, you sustainably increase the efficiency and consistency of your service processes and create more time for value-adding tasks. Happy automating