Generic Agent in Znuny

Generic Agent in Znuny

With the Generic Agent in Znuny, you can have tickets processed fully automatically – based on flexible search criteria, time-based conditions, or events. Automation occurs without programming knowledge or custom scripts and allows you to standardize recurring tasks, increase processing speed, and sustainably improve service quality.

Table of Contents

1. Key Features & Use Cases
2. Getting Started: Job Configuration
3. Advanced Job Configuration
4. Available Commands & Modules
5. Recommendations & Best Practices

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Key Features & Use Cases

• Intelligent Ticket Assignment
  Automatically assign incoming tickets to the correct team – based on sender, subject line, or defined keywords.
• Dynamic Priority Control
  Automatically adjust priority levels, ticket status, or service categories when defined conditions are met.
• Automated Spam Handling
  Clean up spam queues at self-defined time intervals without manual effort.
• Automated Notifications
  Send automated email notifications to agents or customers regarding actions taken.

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Getting Started: Job Configuration

1. Create Job
   Open the agent interface and select the Add Job option.
2. Define Filters and Criteria
   • Define filter rules → Select field, operator, and value
   • Time-based or event-driven rules → for example, “Created more than 30 days ago” or “On ticket update”
3. Define Automated Actions
   • Change ticket properties (priority, queue, service, status, etc.)
   • Add automatic notes
   • Execute special ticket commands or custom modules
4. Activate and Save Job
   After saving, your job will run automatically in the background.

Important Note:
By default, the Generic Agent checks every 5 minutes whether tickets meet the defined conditions.
You can adjust the check frequency via System > Daemon > GenericAgent.Interval.

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Advanced Job Configuration

1. Define Filter Criteria (When)

Determine which tickets are captured by the automation:

Filter Type	Application Example
Text search	Subject LIKE “%Invoice%“
Customer filter	CustomerID = 42
Dynamic field	DynamicField_OrderStatus = “open”
Time-based	Created < “NOW - 7 days”

2. Define Actions (Then)

Define the actions to be performed in the “Then” section:

• Update Ticket Attributes
  AgentGenericInterfaceJob

• Automatic Notes

  “Ticket was automatically prioritized due to a delay of more than 7 days.”

• Integrate Custom Modules Integration of installed extension modules.
• Email Dispatch Automatic sending of template-based emails to agents or customers.

3. Execution Type

• Periodic (Default setting) Execution at fixed intervals according to system configuration.
• Event-based Direct execution upon ticket creation or update.

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Available Commands & Modules

Function	Module Name
Create / edit job	AgentGenericInterfaceJob
Backend management	Kernel::GenericInterface::Handler::Ticket::Generic
Ticket commands	e.g., AgentTicketPriority, AgentTicketPrint
Example custom modules	Kernel::GenericInterface::Executor::MyCustomModule

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Recommendations & Best Practices

• Use Test Mode Activate Test Mode in the job form first to check the results in advance without making any changes.
• Optimize Performance Avoid overly complex rules with many OR conditions; it is better to distribute these across several separate jobs.
• Clear Documentation Describe the purpose and functionality of each automation precisely in the job comments.
• Consider Security Aspects For critical actions such as “Delete Ticket,” you should perform particularly careful condition checks.

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With the Generic Agent, you sustainably increase the efficiency and consistency of your service processes and create capacity for value-adding activities. Good luck with your automation!