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!

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Frequently asked questions

How often does the Znuny Generic Agent check tickets and how can I change its execution frequency?

By default, the Znuny Generic Agent checks for tickets that meet defined conditions every 5 minutes. This periodic execution ensures that automated tasks are performed regularly. You can easily adjust this default interval to better suit your system's needs or the urgency of your automated processes.\n\nTo modify the check frequency, navigate to the system configuration within the agent interface. Specifically, you will find the setting under System > Daemon > GenericAgent.Interval. Adjusting this value allows you to either increase or decrease the frequency, for example, to every minute for critical automations or every hour for less time-sensitive tasks.\n\nQuellen\n- Scheduled Tasks (Generic Agent) - Znuny Documentation\n- Automate Tasks — Znuny documentation

How can I safely test a Generic Agent job before it makes permanent changes to tickets?

Znuny provides a crucial "Test Mode" feature for Generic Agent jobs, allowing you to verify your configurations without risking unintended modifications to your live tickets. Before activating any new or modified job, it is highly recommended to enable Test Mode within the job configuration form.\n\nWhen Test Mode is active, the Generic Agent will perform its search and identify all tickets that match your defined filters and criteria. However, instead of executing the specified actions (like changing ticket properties, adding notes, or sending emails), it will only display a preview of the tickets that would have been affected. This allows you to review the results, confirm that your filters are correctly targeting the desired tickets, and make any necessary adjustments before committing to live execution. Always use a test system for initial setup and complex rules.\n\nQuellen\n- Scheduled Tasks (Generic Agent) - Znuny Documentation\n- Generic agent job and regular expression: Use a test system - always.

What are the primary use cases and key features of the Znuny Generic Agent for ticket automation?

The Znuny Generic Agent is a powerful tool designed to automate various ticket processing tasks without requiring programming knowledge. Its key features enable significant improvements in service efficiency and consistency. Primary use cases include:\n- Intelligent Ticket Assignment: Automatically route incoming tickets to the appropriate team or agent based on criteria like sender, subject line keywords, or dynamic fields.\n- Dynamic Priority Control: Adjust ticket priority levels, status, or service categories automatically when specific conditions are met, such as a ticket remaining open for too long.\n- Automated Spam Handling: Efficiently clean up spam queues by automatically deleting or moving spam tickets at predefined intervals, reducing manual effort.\n- Automated Notifications: Send templated email notifications to agents or customers to inform them about actions taken on a ticket, status changes, or upcoming deadlines.\n\nThese capabilities standardize recurring tasks, accelerate processing, and enhance overall service quality.\n\nQuellen\n- Scheduled Tasks (Generic Agent) - Znuny Documentation\n- Automate Tasks — Znuny documentation

What are the recommended best practices for optimizing and securing Generic Agent jobs in Znuny?

To ensure your Generic Agent jobs are efficient, reliable, and secure, follow these best practices:\n- Use Test Mode: Always activate Test Mode first to preview the results of your job without making any changes to live tickets. This helps validate your filters and actions before deployment.\n- Optimize Performance: Avoid creating overly complex rules with numerous OR conditions within a single job. It's often more performant and easier to manage if you distribute such logic across several simpler, separate jobs.\n- Clear Documentation: Utilize the job comments section to precisely describe the purpose, functionality, and any specific conditions or dependencies of each automation. This aids future maintenance and troubleshooting.\n- Consider Security Aspects: For critical actions, especially those involving data deletion (e.g., "Delete Ticket"), implement particularly careful and restrictive condition checks. Always double-check your filters to prevent unintended data loss or modifications.\n\nAdhering to these guidelines will help you build a robust and maintainable automation framework.\n\nQuellen\n- Scheduled Tasks (Generic Agent) - Znuny Documentation\n- Generic agent job and regular expression: Use a test system - always.

How do I define filter criteria and automated actions when configuring a Generic Agent job?

Configuring a Generic Agent job involves two main steps: defining "When" (filters) and "Then" (actions).\n\n- Define Filter Criteria (When): This section determines which tickets the automation will capture. You specify filter rules using fields, operators, and values. Examples include:\n - Text search: Subject LIKE "%Invoice%" to find tickets containing "Invoice" in the subject.\n - Customer filter: CustomerID = 42 to target tickets from a specific customer.\n - Dynamic field: DynamicField_OrderStatus = "open" to filter by custom ticket attributes.\n - Time-based: Created < "NOW - 7 days" to select tickets older than seven days.\n You can also set time-based or event-driven rules, such as "On ticket update."\n\n- Define Actions (Then): This section specifies what actions the Generic Agent should perform on the matching tickets. Actions can include:\n - Update Ticket Attributes: Change properties like priority, queue, service, or status.\n - Add Automatic Notes: Insert predefined notes into the ticket history.\n - Integrate Custom Modules: Execute installed extension modules for specialized tasks.\n - Email Dispatch: Send automated, template-based emails to agents or customers.\n\nThese definitions allow for highly flexible and targeted automation.\n\nQuellen\n- Scheduled Tasks (Generic Agent) - Znuny Documentation\n- Automate Tasks — Znuny documentation

Can the Znuny Generic Agent execute custom modules or specific ticket commands?

Yes, the Znuny Generic Agent is highly extensible and can execute both specific ticket commands and custom modules, significantly expanding its automation capabilities.\n\n- Custom Modules: You can integrate and trigger installed extension modules through the Generic Agent. This is particularly useful for highly specialized tasks that go beyond standard ticket attribute changes. Custom modules need to be registered in the system configuration (e.g., config.pm) and can then be called by the Generic Agent. Community forums often discuss how to set up and trigger these custom scripts or modules.\n\n- Ticket Commands: The Generic Agent can also execute various built-in ticket commands. These commands allow for actions such as AgentTicketPriority to change a ticket's priority or AgentTicketPrint for printing functionalities. When defining actions in a Generic Agent job, you can specify these commands to perform specific operations on the matched tickets. This flexibility allows for complex, event-driven, or scheduled automations tailored to your specific workflow requirements.\n\nQuellen\n- Custom modules for Generic Agent - Znuny Open Source Ticketsystem\n- GenericAgent issue with event trigger TicketCreate\n- Scheduled Tasks (Generic Agent) - Znuny Documentation