Generic Agent in OTOBO

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.

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Table of Contents

1. Highlights & Use Cases
2. Quick Start: Workflow Setup
3. Configuring Jobs
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 specific criteria.

• Spam Management
  Clear spam queues automatically at freely definable intervals.

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

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Quick Start: Workflow Setup

1. Create a new job
   Click on Add Job in the agent interface.

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 whether new tickets meet the rules.
Adjustment via System > Daemon > GenericAgent.Interval.

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Configuring Jobs

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)

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

• Periodic (Default) Interval via system configuration.
• Event-based Directly upon 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 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.

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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!