Hi folks,
I tried to get notifications on EscalationResponseTimeStart and similar escalation events but somehow it won't send anything.
The system runs an OTRS 3.2.3 (I know it's outdated), so maybe there's a known bug or such.
Anyone can give me a hint on what possible has gone wrong?
Greets
Daniel
Event Notification on EscalationTimeStart
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Re: Event Notification on EscalationTimeStart
Did you activate the cronjob?
This can be found in Kernel/Config/GenericAgent.pm
Just remove the "#". And check if the cronjobs run the GenericAgent.
This can be found in Kernel/Config/GenericAgent.pm
Code: Select all
# 'send escalation notifications' => {
# Escalation => 1,
# # new ticket properties
# New => {
# Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
# },
# },
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Re: Event Notification on EscalationTimeStart
Shouldn't the event be triggered without an additional cron job? Escalations themselves are running, just the event doesn't seem to trigger the event notification.
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Re: Event Notification on EscalationTimeStart
Okay, seems I gotta do this.
The system in question is a hosted one so I cannot simply alter files. I would therefor wrap the altered GenericAgent.pm in an opm package and upload it. Is there any cause not to overwrite the file with a package?
The system in question is a hosted one so I cannot simply alter files. I would therefor wrap the altered GenericAgent.pm in an opm package and upload it. Is there any cause not to overwrite the file with a package?