Escalation Agent don't send mail

[llhoir]

Hi,

we have problem with escalation agent notification.

When a ticket is escalated, we don't receive any mail. We see the ticket in the queue (we well receive notification for new ticket, follow up, change owner, note ), but no mail for escalation.

Logs don't show any mail sent (i thought it could have been sent to root@localhost or whatever) but nothing.

thanks by advance for your help

[jojo]

did you activate the Cronjobs and changed the Kernel/Config/GenericAgent.pm file?

[llhoir]

well,

in fact no, i don't know how/where and why. I thought that it was automatic, because the ticket is well automatically moved fromm queue to escalated tickets, so i thought that the notification mechanisme was a part of it like it is for new ticket, or follow up or whatever, as if otrs would do send it after ticket status changes automatically from new to escalated.

if you could tell me exactly what and where activate this automatic notification (mail to agents belonging to the queue) i would really appreciate.

Thanks by advance

[llhoir]

i just modified the file


# -----------------------------------------------------------------------
# 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;

and we are doing some tests

[llhoir]

unfortunately it did not work, i modified the file like below, but no mail was sent when the ticket was escalated (agent has rw permissions, and can see the escalated queue)


# -----------------------------------------------------------------------
# config options
# -----------------------------------------------------------------------
%Jobs = (

[name of job] -> send escalation notifications
'send escalation notifications' => {
Escalation => 1,
new ticket properties
New => {
Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission',
# Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
'send reminder emails to agents' => {
# get all tickets with these properties
States => ['pending reminder'],
TicketPendingTimeOlderMinutes => 10,
# new ticket properties (no option is required,
# use just the options which should be changed!)
New => {
# if you want to add a Note
Note => {
From => 'Reminder Admin',
Subject => 'Reminder Notification',
Body => 'The reminder time of this ticket has been reached!',
},
},
},

);
(