The Generic-Agent (bin/GenericAgent.pl) is a command line program wich can do some actions (like move, add note, set state, set owner) on tickets.
Note: It's also possible to write own generic agent modules to do some actions (see chapter "Writing OTRS Modules" for examples).
Kernel/Config/GenericAgent.pm is the default config file which must be copied (cp Kernel/Config/GenericAgent.pm.dist Kernel/Config/GenericAgent.pm).
It's also possibe to use different config files. For example, copy the "cp Kernel/Config/GenericAgent.pm.examples Kernel/Config/GenericAgentFileB.pm" and rename the package name in the new file:
[...] package Kernel::Config::GenericAgentFileB; [...] |