Hello, On Wed, Mar 22, 2006 at 05:25:00AM -0000, sudhanshu chopra wrote: > Can anybody help me in configuring Ticket Escalation???? > How to configure Generic agent??
Is the GenericAgent runing? Please check the cron jobs of your OTRS user, you should find something like that */10 * * * * $HOME/bin/GenericAgent.pl > /dev/null */10 * * * * $HOME/bin/GenericAgent.pl -c db >/dev/null 2>/dev/null in the crontab file of the OTRS user. > I have gone through the documentation present in otrs.org. but it didn't > helped me. If your GenericAgent cronjob is executed, open the file Kernel/Config/GenericAgent.pm and change the file that it looks like this: ----- # -- # Kernel/Config/GenericAgent.pm - config file of generic agent # Copyright (C) 2002-2004 Martin Edenhofer <[EMAIL PROTECTED]> # -- # $Id: GenericAgent.pm.dist,v 1.7 2004/02/12 00:55:01 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- package Kernel::Config::GenericAgent; use strict; use vars qw($VERSION @ISA @EXPORT %Jobs); require Exporter; @ISA = qw(Exporter); @EXPORT = qw(%Jobs); $VERSION = '$Revision: 1.7 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # -- # [name of job] -> send escalation notifications # -- 'send escalation notifications' => { Escalation => 1, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', }, }, # 'delete if old' => { # # get all tickets with these properties # Queue => 'misc', # States => ['new', 'open'], # Locks => ['unlock'], # TicketCreateTimeOlderMinutes => 6, # New => { # Delete => 1, # }, # }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; ----- Thats it. If escalation is activated for a queue now tickets should escalate afer they have reached ghe specified age. > Sudhanshu Chopra Best regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!
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