Help with escalation and escalation notify

[Ravikummary]

Can you please help me out with this one too..I'm really struggling to get the escalation and escalation notify before notification..!!!!

The one we have in the admin-> notification is not working. Do i need to do anything in sys config to make it work?

Though i've created a notifcation in Generic Agent, its not working!!
I have given the following fields in the generic agent for a "escalation notify before" notification for a critical priority ticket for which first response time is 15mins:
1. I 've Selected complete minutes, hours and days.
2. Selected SLA as "Critical"
3. State as "New"
4. Escalation - First Response Time: Ticket first response time reached as "before 10 minutes".
6. I've upated in the "Add note" filed and saved it.

We badly need this notifications, please help!!!!!

[crythias]

It might be related to this: http://bugs.otrs.org/show_bug.cgi?id=6394

[Ravikummary]

This doesn't seems to be same as the given 6394...!!!

Please advise

[crythias]

Please excuse me. I was distracted by your use of exclamation points and missed the real point.

Generic Agent doesn't make notifications, usually. It mainly tests criteria and sets things.

http://forums.otrs.org/viewtopic.php?f=61&t=7699
http://forums.otrs.org/viewtopic.php?f=62&t=5437
http://www.google.com/search?q=site:for ... tification

[Ravikummary]

Thanks crythias, i could get some progress on this with you help finally