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Generic Agent in OTOBO
The Generic Agent allows you to automatically process tickets based on search criteria, time, or event conditions – without needing your own scripts. This enables you to standardize and accelerate recurring process steps and increase the quality of your support.
Table of Contents
Section titled “Table of Contents”- Highlights & Use Cases
- Quick Start: Workflow Setup
- Configuring Jobs
- Commands & Modules
- Tips & Best Practices
Highlights & Use Cases
Section titled “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 specific criteria. -
Spam Management
Clear spam queues automatically at freely definable intervals. -
Notifications
Inform agents or customers via email about automated actions.
Quick Start: Workflow Setup
Section titled “Quick Start: Workflow Setup”-
Create a new job
Click on Add Job in the agent interface. -
Define search criteria
- Filter → Field, Operator, Value
- Time/Event → e.g., “Created before 30 days” or “On ticket update”
-
Set actions
- Change ticket attributes (Priority, Queue, Service, Status…)
- Add notes
- Execute ticket commands or custom modules
-
Save & activate
Your job will now run automatically in the background.
Note:
By default, the Generic Agent checks every 5 minutes whether new tickets meet the rules.
Adjustment via System > Daemon > GenericAgent.Interval.
Configuring Jobs
Section titled “Configuring Jobs”1. Criteria (When)
Section titled “1. Criteria (When)”Determines which tickets are processed:
| Type | Example |
|---|---|
| Full-text search | Subject LIKE “%Invoice%“ |
| Customer | CustomerID = 42 |
| Dynamic Field | DynamicField_OrderStatus = “open” |
| Time-based | Created < “NOW - 7 days” |
2. Actions (Then)
Section titled “2. Actions (Then)”Possibilities of the “Then” block:
- Update ticket
Queue = "Finance"Priority = "High"Service = "Billing"
-
Add note
“Ticket automatically prioritized due to delay >7 days.”
-
Custom Module Selection from installed extensions.
-
Email to Agent/Customer Template-based.
3. Execution Mode
Section titled “3. Execution Mode”- Periodic (Default) Interval via system configuration.
- Event-based Directly upon ticket create/update.
Commands & Modules
Section titled “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:
Tips & Best Practices
Section titled “Tips & Best Practices”-
Rule test run First, activate the Test Mode in the job form to see results “for checking only.”
-
Performance Avoid too many complex rules with OR links; split them into multiple jobs.
-
Documentation Always describe the purpose and intent of the automation in the job comments.
-
Security Be careful with actions like “Delete Ticket” and ensure thorough condition checks.
By using the Generic Agent, you sustainably increase the efficiency and consistency of your service processes and create space for value-adding tasks. Good luck with your automation!
Frequently asked questions
What is the OTOBO Generic Agent and what is its primary purpose?
The OTOBO Generic Agent is a powerful automation tool designed to process tickets automatically based on predefined search criteria, time conditions, or specific events. Its primary purpose is to standardize and accelerate recurring process steps within OTOBO, significantly increasing the efficiency and quality of your support operations. It eliminates the need for custom scripting, allowing administrators to configure complex automation workflows directly within the OTOBO interface. This enables tasks like automatic ticket assignment, priority adjustments, and spam management to run seamlessly in the background.
How do administrators set up a new Generic Agent job in OTOBO?
Setting up a new Generic Agent job involves a few straightforward steps. First, navigate to the Admin interface, then to Processes & Automation → Generic Agent, and click on 'Add Job'. Next, you define the search criteria, specifying which tickets the agent should process. This includes filters like 'Field, Operator, Value' and time/event conditions such as 'Created before 30 days' or 'On ticket update'. After defining the criteria, you set the actions the agent should perform, which can include changing ticket attributes (e.g., Priority, Queue, Service, Status), adding notes, or executing custom modules. Finally, save and activate your job, and it will begin running automatically in the background. By default, the Generic Agent checks for new tickets every 5 minutes, a setting adjustable via System > Daemon > GenericAgent.Interval.
What are some practical use cases and benefits of using the Generic Agent for ticket automation?
The Generic Agent offers numerous practical use cases that significantly benefit OTOBO users. For instance, it can perform Automatic Assignment, directing tickets to the correct team based on criteria like sender, subject, or keywords, ensuring prompt handling. Priority Adjustment allows the agent to automatically change a ticket's priority, status, or service assignment when it meets specific conditions, such as exceeding a response time. It's also invaluable for Spam Management, clearing spam queues at defined intervals. Furthermore, it can send Notifications to agents or customers via email about automated actions, keeping everyone informed. These capabilities lead to increased efficiency, consistent service delivery, and free up agents to focus on more complex tasks.
How does the Generic Agent define which tickets to process and what actions to perform on them?
The Generic Agent uses two main blocks to define its behavior: 'Criteria (When)' and 'Actions (Then)'. The 'Criteria' block determines which tickets will be processed. This can involve a full-text search (e.g., Subject LIKE "%Invoice%"), customer-specific filters (CustomerID = 42), dynamic field conditions (DynamicField_OrderStatus = "open"), or time-based rules (Created < "NOW - 7 days"). Once tickets match these criteria, the 'Actions' block specifies what operations to perform. This includes updating ticket attributes (e.g., Queue = "Finance", Priority = "High"), adding notes (e.g., “Ticket automatically prioritized due to delay >7 days.”), executing custom modules, or sending template-based emails to agents or customers. This clear separation allows for precise control over automation.
What are the best practices and important considerations for managing Generic Agent jobs effectively?
To manage Generic Agent jobs effectively, several best practices should be followed. Always perform a Rule test run by activating 'Test Mode' in the job form first; this allows you to preview the results without making actual changes to tickets. For Performance, avoid creating too many complex rules with extensive OR links, as this can impact system speed; instead, consider splitting them into multiple, simpler jobs. Documentation is crucial: always describe the purpose and intent of each automation in the job comments for future reference and easier maintenance. Lastly, regarding Security, exercise extreme caution with powerful actions like 'Delete Ticket' and ensure thorough condition checks are in place to prevent unintended data loss. These practices help maintain a robust and reliable automation environment.
Can the Generic Agent run automatically, and what are the different execution modes available?
Yes, the Generic Agent is designed for automatic execution and offers two primary modes: Periodic and Event-based. The 'Periodic' mode is the default, where jobs run at fixed intervals. By default, the Generic Agent checks for new tickets every 5 minutes, but this interval can be adjusted via the system configuration setting System > Daemon > GenericAgent.Interval. This mode is ideal for tasks like daily reports, clearing old spam, or re-evaluating ticket priorities at regular times. The 'Event-based' mode, on the other hand, triggers jobs directly upon specific ticket events, such as a ticket being created or updated. This allows for immediate reactions to changes, enabling real-time automation workflows without waiting for a scheduled interval.