Event Notification: Escalation not working

[menni]

Hello,

i want to use the (event) notifications for escalation, but they are not working. the event notifications for new tickets are working well.
i've already tried to modify the Kernel/Config/GenericAgent.pm, but in this case i can only separate between GroupOfCustomQueue or GroupWithWritePermission and thats not enough.

OTRS should notify at the event EscalationResponseTimeNotifyBefore only the agent and if the agent doesn't work on the ticket and EscalationResponseTimeNotify occurs, the whole team (GroupWithWritePermission could be possible) should be notified.

What can i do to active (?) the event notifications for escalations?


thank you in advance and best regards

[reneeb]

Did you activate the cronjobs? What does your crontab look like?

[menni]

MAILTO="root@localhost"

# delete expired cache weekly (Sunday mornings)
20 0 * * 0 $HOME/bin/otrs.DeleteCache.pl --expired >> /dev/null
30 0 * * 0 $HOME/bin/otrs.LoaderCache.pl -o delete >> /dev/null

# fetch every 5 minutes emails via fetchmail
#*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null
#*/5 * * * * /usr/bin/fetchmail -a --ssl >> /dev/null

# generate dashboard stats every hour
5 * * * * $HOME/bin/otrs.GenerateDashboardStats.pl >> /dev/null

# start generic agent every 20 minutes
# */20 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null

# example to execute otrs.GenericAgent.pl on 23:00 with
# Kernel::Config::GenericAgentMove job file
#0 23 * * * $HOME/bin/otrs.GenericAgent.pl -c "Kernel::Config::GenericAgentMove" >> /dev/null

# start generic agent every 10 minutes
*/10 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null

# check every 120 min the pending jobs
45 */2 * * * $HOME/bin/otrs.PendingJobs.pl >> /dev/null

# check daily the spool directory of OTRS
10 0 * * * $HOME/bin/otrs.ReprocessMails.pl >> /dev/null

# fetch emails every 10 minutes
*/1 * * * * $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null

# just every day
01 01 * * * $HOME/bin/otrs.RebuildTicketIndex.pl >> /dev/null

# check scheduler status
*/5 * * * * $HOME/bin/otrs.Scheduler.pl -w 1 >> /dev/null

# delete every 120 minutes old/idle session ids
55 */2 * * * $HOME/bin/otrs.DeleteSessionIDs.pl --expired >> /dev/null

# unlock every hour old locked tickets
35 * * * * $HOME/bin/otrs.UnlockTickets.pl --timeout >> /dev/null

[reneeb]

Did you copy Kernel/Config/GenericAgent.pm.dist to Kernel/Config/GenericAgent.pm ?

[menni]

after i have copied the Kernel/Config/GenericAgent.pm.dist to Kernel/Config/GenericAgent.pm it is working
thank you for your help