I'm having a hard time undersanding escalations.... I see the chapter
about time settings in our admin manual on, but not undersanding the
example :
%Jobs = (
# --
# [name of job] -> send escalation notifications
# --
?send escalation notifications? => {
Escalation => 1,
# new ticket properties
New => {
Module => ?Kernel::System::GenericAgent::
NotifyAgentGroupOfCustomQueue?,
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
I do not work the example of GenericAgent.p.m. with the part of
escalation.
I defined in this in.p.m. and is not executed when the time of
escalation in ticket is negative.
Help please!!!
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