Ticket escalation Notification

[cesarlisboa]

Hello
I'm receiving notifications from tickets escalations every night at midnight.
I'm looking for by configuration at sysconfig and I dont found any configuration to time controller to sending.
Any idea?
Tks

[crythias]

otrs/var/cron

[voiprodrigo]

Hi,

I'm having the very same problem with 4.0.6, and I don't have any cron job setup to run at 00:00 specifically.

Trying to find if this is by design and whether it can be configurable or not.

rgds

[schulmann]

I don't have any cron job setup to run at 00:00 specifically.

I'd look into the logs (from cron and from otrs) to see what's going on at midnight.

[voiprodrigo]

I did. As far as I can see , it does the same thing it does every other execution, with the difference that it actually sends out the notifications.

For example, before midnight:

OTRS-otrs.GenericAgent.pl-00[21688]: [Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'send escalation notifications' from config file.
OTRS-otrs.GenericAgent.pl-00[21688]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (0010/28).

This last message repeats for other ticket ID's, but no mails are sent out.

After midnight, it's as above, but it does send mails out, so it shows additionally:

OTRS-otrs.GenericAgent.pl-00[21688]: [Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'Escalation' notification to 'x@x'.

And then the mail service log for that delivery.

[schulmann]

You could start the cron job manually under control of the debugger (with "perl -d ...") to see what is going on.
Maybe the job saves it's last run in a file and does other things when it encounters a new day.

Or you could modify the cron entry to "... -d debug" to get more log entries.
As I didn't test this I'm not sure if it works.

[voiprodrigo]

Debug did not provide better info. But I've posted another topic about this, as I think this is happening because of the how the notifications algorithm observes the sla schedule.

[vincent87]

I also have this issue. Could anyone help to solve this issue ?thx!

[crythias]

All, please open new topics as this thread is from 2013. If you have a daily cronjob, look in /etc/cron.daily or /etc/crontab

[voiprodrigo]

This is by design. Summarizing:

- You have an SLA where the day starts at 00:00 (a 24x7 calendar, for example)
- There's an escalation for one of the targets, you receive a notification when that happens
- Then, UNTIL that escalation is resolved (you resolve or respond, whatever applies) you'll receive a new notification, every day, one single time per day, at the first second of the day that is within the calendar set for the SLA (or the nearest next run of the cron job, of course)