Hello, I am trying to use Event Notifications based on SLA (first response), and they do not seem to be working.
I saw references to enabling the job in GenericInterface.pm, but that is not the feature I am after. It appears that feature notifies anyone who has the queue in "My Queues", but I want to set up a custom notification to send an SMS alert to a mobile email address for a specific queue to a specific person. To set it up, I created a new notification using EscalationResponseTimeNotifyBefore, and then EscalationResponseTimeStart, and then both. None of them work. If I simply just change the event to TicketCreate, I get an alert when the ticket is created. My SLA is set up at the Queue level, and I have the notify before set to 80%. I have tried several different times for the SLA (10 minutes, 60 minutes, 120 minutes, etc.). The ticket is escalated in the dashboard view, but the notification never goes out, and I don't see any log entries anywhere as to why it is not getting hit. Am I doing something wrong, or might this be a bug in the Event Notifications?
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