You are right, I always thought it sends out escalations every time generic agent runs.
The code seems to check if any escalation has gone out today, so I guess your problem (and mine) has to do with time zone or similar settings. In the database I see escalation records with only yesterday's time stamp, even though I received escalations today. Thanks, Savitra Sirohi Nucsoft OSS labs http://www.osslabs.biz On 8/26/09, Frito Lay <[email protected]> wrote: > 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/ > > > > --------------------------------------------------------------------- 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/
