SLA escalation without notification

[bmichelot]

Hi all,
I am currently trying to implement a SLA contract with an internal service.
I created the SLA, affect it to a service. Everything is ok.
I created a new automated task to affect the SLA to the people concerned. It works well too!
But, all of the agents received notification of escalation, despite the choice done on personal board !
Did I miss something?

[crythias]

It is of interest to all Agents that have access to any ticket that may exceed SLA. SLA isn't merely a suggest date. If the agent owner isn't fulfilling the SLA, somebody better address it.

[bmichelot]

Thanks Crythias for your answer.
There are only 3 agents allowed on the system : admin, my colleague and me.
And when the ticket is escalated, we have 3 notifications which are added in the article overview.
One for each agent.

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Is this normal?
How do they do when there are 20 agents allowed? 20 notifications in the overview?

[schulmann]

And when the ticket is escalated, we have 3 notifications which are added in the article overview.
One for each agent.
Is this normal?

No, this isn't the usual behaviour.
Normally all agent notifications are only recorded in the ticket history not as articles in the ticket.

[bmichelot]

Thanks for your answer Schulmann
I got another question not related to escalation, but related to you last answer.
Shall I have new article when reminder is sent? Or does it normally only in the history view?
Back to escalation notification issue, notification is sent by otrs@<OTRS_CONFIG_FQDN> as set in the NotificationSenderEmail setting by default.
In the mail server, we add rules to forward all mail sent and receive to our personal email address.
Is it normally set? From where does the issue come from?
Thanks in advance for the help provided.

[schulmann]

Shall I have new article when reminder is sent? Or does it normally only in the history view?

Normally a reminder doesn't create an article.
But you can see it in the ticket history.

In the mail server, we add rules to forward all mail sent and receive to our personal email address.

I don't understand what you would like to say with this sentence.

[heeg2au]

...
I created a new automated task to affect the SLA to the people concerned. It works well too!
But, all of the agents received notification of escalation, despite the choice done on personal board !
Did I miss something?

Hi bmichelot,
as far as I understood, you created a task with generic agent - correct?
To the best of my knowledge, the second-to-last option block in generic agent (Ticket-Commands) does hold an option to send a note by default (1st option). You can switch this to 'no' and you should be done.
Hope that helps,
Cheers

[bmichelot]

Thanks for your answers!
@heeg2au : Yes, I missed this point. I modified to choose the option "No". That will be solved part of the issue !
@Schulmann : Sorry for my bad explanation. In the mail account which is linked to OTRS, we added rules (in the outlook account), which send a copy of all incoming and outcoming emails to the personal email addresses of agents.We have done it because, customers who are on phone, send documents in live, and we cannot wait 10min to wait otrs fetching the email. Is this more understandable?
So I have another issue as the reminder create articles too !
Is there an option somewhere?

[heeg2au]

Hi Benoît,

regarding this:

...and we cannot wait 10min to wait otrs fetching the email.

you might want to check out the following post or search the forum for 'fetch mail' (actually, there are several posts related to this issue out there).
viewtopic.php?f=62&t=27450&hilit=fetch+mails
Mabe you can avoid using the personal mailboxes for the purpose mentioned...

and regarding:

...So I have another issue as the reminder create articles too !
Is there an option somewhere?

How do you create reminders? Do you use the escalation options? If so, in SLAs or in the queue-settings?

Regards,
Helmut

[bmichelot]

Thanks Helmut for your answer !
I create a reminder as follow : In the ticket view, click on Pending > choose Pending reminder > Set the date and time > click on Submit to validate the setting. And when the reminder is reached, I receive an email and this email is also visible as article in the article view of the ticket, not only in the history view.
I got the same with escalation. The email are sent to all agent and also visible as articles in the article view...
--
Benoît

[schulmann]

We have done it because, customers who are on phone, send documents in live, and we cannot wait 10min to wait otrs fetching the email.

You can activate an smtp service on your OTRS box.
Then you will get the mails without delay.
This is what we did.

[bmichelot]

Sorry Helmut, but I did not understand your previous answer.
OTRS fetchs mails every 10min. How using smtp can reduce the delay?
According to my knowledge, smtp is only used to send mail. And we have not issue with sending. It is only when receiving mails from customers.
RRRaaaaahhh ! Damned ! Please correct me if I am wrong.
In the Edit Config Settings in Framework -> Core::Sendmail
I just notice that SendmailBcc is check with the mail address used for otrs.
Do my whole issues come from this setting? I am sure it is !

Default value:
Sends all outgoing email via bcc to the specified address. Please use this only for backup reasons.

[bmichelot]

I just perform some tests and I confirm that all my troubles come from this setting.
Thanks all for help provided !

[schulmann]

OTRS fetchs mails every 10min. How using smtp can reduce the delay?
According to my knowledge, smtp is only used to send mail.

The protocol smtp can be used in both directions (for sending and for receiving mail).

Receiving mail in OTRS without delay could work this way: customer user transfers mail to his mail server -> customer mail server transfers mail to Postfix on your OTRS box via smtp -> Postfix calls procmail -> procmail calls ~otrs/bin/otrs.PostMaster.pl -> ~otrs/bin/otrs.PostMaster.pl uses OTRS Postmaster filters and finally inserts mail as an article in a ticket

What you have to do:

• Install, configure and activate an smtp server (for example Postfix) on your OTRS box
• Configure procmail on your OTRS box
• Activate automatic mail forwarding on your existing mail box or tell your customers the mail addresses of your OTRS box

The OTRS software already contains an example procmail configuration.