Savitra, As far as I know I should only get the notification once, after the ticket has escalated. In my case I get a notification every time GenericAgent.pl runs, after the ticket has escalated. Changing the crontab doesn't fix the issue, I still get notified every time it runs.
Any other ideas? Thanks for your help. ________________________________ From: savitra sirohi <[email protected]> To: User questions and discussions about OTRS. <[email protected]> Sent: Tuesday, August 25, 2009 7:13:14 PM Subject: Re: [otrs] Repeatedly getting escalation notifications Frito, Are you receiving notifications for non-eslacated tickets? Or are you saying the frequency of notifications on escalated tickets has incresed. If the latter, perhaps the frequency in the crontab has been updated as part of the upgrade. I think the default is 10 minutes. Thanks, Savitra Sirohi Nucsoft OSS labs http://www.osslabs.biz On 8/20/09, Frito Lay <[email protected]> wrote: > In OTRS 2.4.2 we are constantly getting escalation notifications. > > This is the relevant entry in GenericAgent.pm: > > %Jobs = ( > 'send escalation notifications' => { > # Escalation => 1, > TicketEscalationTimeOlderMinutes => -60, > Locks => ['unlock'], > States => ['new', 'open'], > > # new ticket properties > New => { > # Module => > 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', > # notify all agents who have rw permissions on the > ticket > Module => > 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', > }, > }, > ); > > > As you can see, I'm using NotifyAgentGroupWithWritePermission.pm instead of > NotifyAgentGroupOfCustomQueue.pm. > > AFAIK this same configuration used to work with 2.3.4. > > > > --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
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