Scheduled Tasks (Generic Agent)#

It’s very helpful to be able to automatically perform tasks at any given time or when other actions occur within the system. The generic agent provides you with such flexibility.

Programming a generic agent to run a scheduled task is available via the web interface.

You must enter a name and an execution type.

Generic Agent Name Image

Execution Types#


A scheduled task requires you to use the dropdown menus to enter the schedule in hour, minute, and day format. This will generally affect multiple tickets based upon the search criteria.

Generic Agent Schedule Image

Event Based

An event based schedule is used when you want to catch an event within the system. For example when a ticket is created in order to trigger the generic agent. This will always affect just one ticket.

Generic Agent Event Image

Filter Criteria#

The criteria entered in the next screen will be used to filter out the tickets which are affected.

Generic Agent Filter Image

Ticket Changes#

Here you can enter the changes which should be applied to the ticket or the tickets found.

Generic Agent Ticket Options Image

Add a Note:

If you choose to do so, you can also make a note to the ticket.

Generic Agent Add Note Image

Ticket Commands#

You can perform two different commands on a ticket that has been found.

Generic Agent Ticket Commands Image

Delete a Ticket#

Using the generic agent is one way to delete tickets within the system.


Please use with care as this is a permanent deletion. There is no recovery option and no dedicated logging of this action.

Inform Agents of Changes#

Here you can deactivate agent notifications upon changes to tickets.

Execute Commands#

Generic Agent Custom Module Image


The entered parameters can be called by their name $Param{New}->{'Test2'} as given to get the value, or you can use $Param{New}->{'ParamKey2'} or $Param{New}->{'ParamKeyValue2'}. Basic parameters can be used by your script by using $Param{'TicketID'}. You can additionally access other search and result parameters. As the system is highly extensible, there is no exhaustive list available.

Changed in version 6.3.

The possibility to execute system command (CMD) was removed for security reasons. If you still require this functionality it is possible with a custom generic agent module. There is an example module which replaces the CMD function located at Kernel/System/GenericAgent/ Use this file as a template and copy it. Don’t forget to change the package Kernel::System::GenericAgent::SystemCommandExecution;` to match the name of the copied file. This file can be used then multiple times.

Example Module

# --
# Copyright (C) 2021-2022 Znuny GmbH,
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see
# --

package Kernel::System::GenericAgent::SystemCommandExecutionExample;

use strict;
use warnings;

our @ObjectDependencies;

# Example module to show the execution of system commands in generic agent context.

sub new {
    my ( $Type, %Param ) = @_;

    my $Self = {};
    bless( $Self, $Type );

    # 0=off; 1=on;
    $Self->{Debug} = $Param{Debug} || 0;

    return $Self;

sub Run {
    my ( $Self, %Param ) = @_;

    use Data::Dumper;
    print STDERR Dumper(\%Param);

    # Execute system command
    #my $Output = `/path/to/some/`;

    # Parameters given in generic agent config can be used, e.g.:
    my $Output = `/path/to/some/ $Param{TicketID} $Param{New}->{'ParamKeyValue2'};

    return 1;


Example Parameters Available for Use:

VAR1 = {
         'EscalationTimeSearchType' => '',
         'ChangeTimeSearchType' => '',
         'MIMEBase_To' => '',
         'LastCloseTimeSearchType' => '',
         'TimePendingSearchType' => '',
         'EscalationResponseTimeSearchType' => '',
         'MIMEBase_From' => '',
         'ScheduleLastRun' => '2022-04-08 12:59:25',
         'LastChangeTimeSearchType' => '',
         'MIMEBase_Subject' => '',
         'TimeSearchType' => '',
         'MIMEBase_Body' => '',
         'TicketNumber' => '*',
         'EscalationUpdateTimeSearchType' => '',
         'New' => {                                ##### All the changes made to the ticket.
                    'SendNoNotification' => '0',
                    'ParamValue5' => '',
                    'ParamValue1' => 'A',
                    'Delete' => '0',
                    'ParamKey3' => 'Test3',
                    'PendingTimeType' => '60',
                    'ParamKey6' => '',
                    'Test' => 'A',
                    'PendingTime' => '',
                    'ParamValue3' => 'C',
                    'ParamValue2' => 'B',
                    'NoteTimeUnits' => '',
                    'ParamKey2' => 'Test2',
                    'ParamKey1' => 'Test',
                    'CustomerID' => '',
                    'Test3' => 'C',
                    'ParamKey5' => '',
                    'Note' => {
                                'Subject' => '[Ticket#2021012710123456] ',
                                'Body' => 'Test Note'
                    'Title' => '',
                    'NoteSubject' => '',
                    'Test2' => 'B',
                    'CustomerUserLogin' => '',
                    'ParamValue6' => '',
                    'NoteFrom' => '',
                    'Module' => 'Kernel::System::GenericAgent::SystemCommandExecution',
                    'ParamKey4' => '',
                    'ParamValue4' => '',
                    'NoteBody' => 'Test Body'
         'CustomerID' => '',
         'Valid' => '1',
         'CloseTimeSearchType' => '',
         'MIMEBase_Cc' => '',
         'EscalationSolutionTimeSearchType' => '',
         'Name' => 'Test',
         'CustomerUserLogin' => '',
         'Title' => '',
         'TicketID' => '1'