[SOLVED] Ticket Notifications works but I miss something with escalation notifications

[nautilus]

Hi there,

I would like to send 1 notification only to Agents when the ticket timer reaches the value "Escalation - first response time" minus "Notify by %" (field set in Queue view or SLA view).

I use Ticket Notifications triggers and filters to send other notifcations (ticket creation, etc.) and it works well but nothing happens in this case. Perhaps I miss some configuration...

I have already looked for it in this forum and elsewhere...

I have done this bug fixing:
"2015-12-02 Fixed bug#11708 - Missing Ticket Escalation cron task" found in https://github.com/OTRS/otrs/blob/master/CHANGES.md

Someone can help me?

Thanks a lot

[Eggllo]

Do you want them to be notified at the Notify by %? i.e. send out a notification at 80% of the first response time? I'm a bit confused by

"Escalation - first response time" minus "Notify by %"

[nautilus]

Yes, I would like to send notification before the escalation deadline is reached, i.e. Notify by 80% of the first response, as you said.

[Eggllo]

Ah ok, well in that case i'm not 100% sure how to solve the issue. I actually had some trouble with those notifications myself, and ended up getting by it with a workaround. If you needed a temporary fix you could add a dynamic field that changes whenever the ticket first response time has been reached (changed via generic agent) and then a notification that's tied to that dynamic field.

I would be interested in the proper solution to this as well...

[nautilus]

I think I have found the right solution doing some bug fixing.

Following this link https://github.com/OTRS/otrs/blob/master/CHANGES.md
I have patched OTRS version 5.0.2 with
patch#12036 escalation notification % does not work for short intervals
patch#11783 escalationsCheck always triggers every event
patch#11708 missing ticket escalation cron task

Now, using Ticket Notifications, triggers EscalationResponseTimeNotifyBefore, EscalationSolutionTimeNotifyBefore, EscalationResponseTimeStart, EscalationSolutionTimeStart works as expected.

[jojo]

you should update to the latest patchlevel always (and not patching old versions...)

[nautilus]

Thanks jojo,
I have updated to patchlevel 5.0.12 using otrs-5.0.12-01.noarch