Hi list, We've been configuring notifications for SLAs. This is what we've accomplished so far:
- We activated web notification via SysConfig enabling Frontend::NotifyModule###4-Ticket::TicketNotify and Frontend::NotifyModule###5-Ticket::TicketEscalation at Ticket -> Frontend::Agent::ModuleNotify. Thanks to that now Agents can see "first response time is over", "update time is over" and "solution time is over" notifications on their web interface - We defined en::Agent::Escalation and en::Agent::EscalationNotifyBefore at AdminNotification and we also uncommented the 'send escalation notifications' job that comes in /opt/otrs/Kernel/Config/GenericAgent.pm which uses Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue. Thanks to that, now agents get those two e-mail notifications, one when the percentaje of time defined for the First Response Time is reached (en::Agent::EscalationNotifyBefore) and another one when the First Response Time itself is reached (en::Agent::Escalation) So by now Agents get web notifications when all times measured are reached (first response, update and solution) but only get e-mail notifications when the first response is reached. How can we configure e-mail notifications also when update and solution times are reached? Thanks for your help, Leonardo Certuche
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