Scratch that - it would appear setting an escalation time on a queue only applies to new tickets, not existing ones in the same queue.
On 18 April 2017 at 15:01, Henry Combrinck <[email protected]> wrote: > Hi all, > > version: 5.0.17 > > I'm a confused by what is required to get ticket escalations in our queues. > > I have configured each queue to have the usual (say 4h) escalations in > Admin -> Queues -> Escalation - first response time (minutes), etc. > > The manual only refers to doing this to get escalations going, however > this is not working for me, and I see the intertubes sprinkled with > references to setting up a GenericAgent.pm to handle this as well (am I > correct in assuming this is for older versions of OTRS?). > > 1. Is it necessary to use a GenericAgent.pm to action escalations? If > so, where do I find samples of doing this? The manual seems to lack this > information. Kernel/Config does not have a GenericAgent sample file, nor > does Defaults.pm have any examples. > > 2. If all that is required is the Queue setup in Admin for escalations, > how can I debug this to figure out what is failing? > > 3. I also created a test generic agent job in Admin -> GenericAgent > (search all queues for any tickets in any state and with any escalations > due for past day), but it always returns 0. > > otrs.Daemon.pl is running. > > I'd appreciate any feedback. > > Thanks > Henry > > >
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