Configure the Generic Agent to send e-mails automatically

[sunny]

Hi,

As per you suggested
"The Generic agent can change the state/status, priority, or other field, and Notification (Event) can react/send email based upon that change."

My state gets changed so genric agent is working fime means but I have created Notification event also and No email is going

Please help..

What is the requirement to run notification event?

[crythias]

If triggered by a Generic Agent, the Generic Agent needs to have notifications enabled.

[sunny]

how to enable that? and I ma using OTRS 3.0.6

[crythias]

I ma using OTRS 3.0.6

oh. That is good to know. That's why my signature says what it does.

I have created Notification event also and No email is going

What did you create? How can I make one that looks like yours?
Are you sure no email is going? or is it not being received? What do the system logs say?

[sunny]

My Little Requirement as below
I need the multiple level esclation

MainQueue1 - Update Response time is 240 Minutes

If nobody work on this email in 240 min then the notification should go to supervisor1
and if still for 240 min no body works on that mail the notification should go to supervisor2
__________
What I have done to achieve this below
I created Generic agent
Ticket Filter on update response time before 1 minute and select queue and state open
Ticket Action: Set New state-> Level2(I defined)
THEN
Created Notification Event
Recpt email address: xyx@dom.com
Event: TicketStateUpdate
Subject: XYZ
Body: ABC
Notification Article Type: Email Notification external

[crythias]

Did you select State Level2 in your Notification Event? You didn't mention it...

[sunny]

OH. No...I did not know to set this too..sry.Let me try thin and let you know
Suppose if it works then please suggest for 2 level escalation..

Thank you so much

[crythias]

please suggest for 2 level escalation

for every escalation, check for last change and change something, then send a notification event on that change.

[sunny]

please suggest for 2 level escalation

for every escalation, check for last change and change something, then send a notification event on that change.

Can I change the state which is Level2 and then run the new notification event ??

One issue I am facing
Recipient email addresses is s***y@gmail.com is not getting an email on escalation . WHY?

and One question I have you said earlier
If triggered by a Generic Agent, the Generic Agent needs to have notifications enabled.

How we can set notifications enabled in generic agent..is there any way?

[crythias]

Can I change the state which is Level2 and then run the new notification event ??

Are you asking for permission, ability, or did you try it and it didn't work?

is not getting an email on escalation . WHY?

Check system log in OTRS. Did the message send? You should see logs for the event. If it sent, it's a recipient issue. If it errors, it's a transport issue (not otrs), if it didn't send, it probably didn't trigger.

How we can set notifications enabled in generic agent..is there any way?

Why are you using such an old version of OTRS?

[sunny]

Can I change the state which is Level2 and then run the new notification event ??

Are you asking for permission, ability, or did you try it and it didn't work?

trying for multi level escalation

is not getting an email on escalation . WHY?

Check system log in OTRS. Did the message send? You should see logs for the event. If it sent, it's a recipient issue. If it errors, it's a transport issue (not otrs), if it didn't send, it probably didn't trigger.

System log is showing-> Run GenericAgent Job 'esc notification' from db.

How we can set notifications enabled in generic agent..is there any way?

Why are you using such an old version of OTRS?

We are using from so long

[sunny]

Hi,

Thanks, Notification mail came but after 8 mins of escalation.why I do not know any idea..

My last query can we set multiple email address in Recipient email address in notification event? (as we have 2 supervisor at level 1 escalation)

[crythias]

Notification mail came but after 8 mins of escalation.why I do not know any idea..

because GA runs at max every 10 minutes.

My last query can we set multiple email address in Recipient email address in notification event? (as we have 2 supervisor at level 1 escalation)

If you tried it and did not accomplish your goal, you would be asking a different question. Assuming you tried it, then the answer is to use a group or distribution group.

[sunny]

Ok..Thank u so much for your great help..

[sunny]

Hi Crythias,

As you suggested on multiple level escalation that we should check the last change time on every escalation and then change something, then send a notification event on that change ..did not find out the way..Can you provide me simple example? if possible.

[crythias]

right. I keep missing that you're in 3.0 ... upgrade.

[sunny]

Hi,

I have tried so many times but still unsuccessful for update response time..

I set update time response in Q1 is 40 Min.
And
Set GA in Ticket Filter Esc-update time reached last 1 minute

But mail sends before escalation happens..why please let me know..

[crythias]

https://www.google.com/search?q=site:fo ... ifications

[sunny]

https://www.google.com/search?q=site:fo ... ifications

Thanks, but no help on update response time escalation on the above link

[crythias]

generic agents run at max every 10 minutes.

[crythias]

I have tried so many times but still unsuccessful for update response time..

I don't know how to translate this into something that can be addressed.

I set update time response in Q1 is 40 Min.
And
Set GA in Ticket Filter Esc-update time reached last 1 minute

But mail sends before escalation happens..why please let me know..

Beats me. I can't translate your issue into something I can replicate.