Generic Agent query

[Burningred]

Hi
I am trying to set up the system to notify staff of a ticket that is about to escalate.

I have set up the generic agent to change the priority of the ticket to high before the escalation time is reached. (To my understanding the ticket Filter tab is where you can specify the last 20 min before solution time is reached and the specifics of the ticket. Now i am not sure if i am understanding this incorrectly and the purpose of those times that are set are for allotted tickets that have reached solution times or if the agent kicks in 20min before solution time.)

Although i have the notifications event set up, as soon as i apply this generic agent, the notification is sent out immediately being that the tickets are far from being escalated.

[crythias]

I believe the math might be wrong in the code. http://forums.otrs.org/viewtopic.php?f=62&t=6843#p27067

Code: Select all

    for my $Key ( keys %TicketTime ) {

        # get tickets created or escalated older than x minutes
        if ( defined $Param{ $Key . 'OlderMinutes' } ) {

            $Param{ $Key . 'OlderMinutes' } ||= 0;

            # exclude tickets with no escalation
            if ( $Key =~ m{ \A TicketEscalation }xms ) {
                $SQLExt .= " AND $TicketTime{$Key} != 0";
            }

            my $Time = $Self->{TimeObject}->SystemTime();
            $Time -= ( $Param{ $Key . 'OlderMinutes' } * 60 ); #This should have a +, not a -

            $SQLExt .= " AND $TicketTime{$Key} <= $Time";
        }

        # get tickets created or escalated newer than x minutes
        if ( defined $Param{ $Key . 'NewerMinutes' } ) {

            $Param{ $Key . 'NewerMinutes' } ||= 0;

            # exclude tickets with no escalation
            if ( $Key =~ m{ \A TicketEscalation }xms ) {
                $SQLExt .= " AND $TicketTime{$Key} != 0";
            }

            my $Time = $Self->{TimeObject}->SystemTime();
            $Time -= ( $Param{ $Key . 'NewerMinutes' } * 60 );

            $SQLExt .= " AND $TicketTime{$Key} >= $Time";
        }
    }