notify by percentage

[tl06799]

hi,
i do not undestand the term "Notify by " inside each queue scalation time.
it means a notification by email?
how it works.
Thanks

[Mothra]

It means that within x% of the escalation time, you will get an advance warning email, informing you when the ticket will escalate.

[EwingSK]

It means that within x% of the escalation time, you will get an advance warning email, informing you when the ticket will escalate.

OK, but i would like to know, how it will notify? By email? Because it does not work in my environment.Should i set it somewhere? Can you help me?

Thanks

[jaysacco]

I'm running OTRS 2.4.7. In order to get the escalation emails to be sent, I had to do the following:
In your OTRS installation, edit <install directory>\OTRS\Kernel\Config\GenericAgent.pm
Under config options, uncomment out the lines underneath the line: %Jobs = (
It should end up looking like this:
# -----------------------------------------------------------------------
# config options
# -----------------------------------------------------------------------
%Jobs = (

# [name of job] -> send escalation notifications
'send escalation notifications' => {
Escalation => 1,
# new ticket properties
New => {
Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)

);
# -----------------------------------------------------------------------
# end of config options
# -----------------------------------------------------------------------
1;

[EwingSK]

OK, now it works...thank you