Notification Reminder Ticket

[lupisa]

I am trying to setup a notification (email) to be sent to all agents with permissions to the ticket queue that the reminder time has been reached.

In fact there is already a notification en::Agent::PendingReminder which I would like to use but cannot find the way to 'enable' it.

Under SysConfig, I searched for Ticket::Frontend::AgentTicketPending###ArticleTypeDefault, and found subgroup Frontend::Agent::Ticket::ViewPending I enabled Ticket::Frontend::AgentTicketPending###InvolvedAgent and Ticket::Frontend::AgentTicketPending###InformAgent.

Still no emails are being sent to agents.

Any help plsss?

[ferrosti]

When you have set 'Ticket::Frontend::AgentTicketPending###InformAgent '
and you take a ticket and use the link 'Pending' (not another button) and in there you select the agents to be informed they will get no mail?

[jojo]

on a locked ticket only the owner will get an email

[lupisa]

Ferrosti: oh I missed that one, I will try it right now.

jojo: I have set up that for pending tickets there will no required lock. So even when the ticket was not locked no mail was received.

[lupisa]

ferrosti: I have selected the agents to be informed as you suggested, but they were ONLY informed that there was a note and a ticket is pending.

The agents chosen were not informed when the pending time was up.
So agents did not receive a mail to remind them of the ticket.

[jojo]

as I already wrote, only the owner will receive the pending reminder message (if your cron jobs are running). If it is not locked all agents which having the Queue in my Queues will receive the notification

[lupisa]

jojo: sorry for this silly question I am about to ask...but what are exactly cron jobs pls?

Because from what you have mentioned, I have everything set up correctly.
Ticket is not locked and agents assigned to queue of ticket.
The only thing missing is 'cron job'.

Your help is greatly appreciated.

[lupisa]

I think I found the solution.

I added a job in the server Windows task scheduler to run PendingJobs.pl every 30 minutes.

Now it seems that everything is working.

Thanks everyone.