description: > Optimize your service processes with the OTOBO / Znuny Generic Agent – automate ticket actions based on flexible criteria and save time processing service requests.

Generic Agent in OTOBO / Znuny

The Generic Agent allows for automatic processing of tickets based on search criteria, time, or event conditions without requiring custom scripts. This standardizes and accelerates recurring process steps, thereby increasing 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 once a ticket meets specific criteria.

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

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

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Quick Start: Workflow Setup

1. Create New Job
   In the agent interface, click 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.
Adjust this via System > Daemon > GenericAgent.Interval.

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Configuring Jobs

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)

Possibilities in 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 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 conditions; split them into multiple jobs.

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

• Security For actions like "Delete Ticket", pay close attention to careful condition checks.

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By using the Generic Agent, you can sustainably increase the efficiency and consistency of your service workflows and free up resources for value-adding tasks. Good luck with your automation!