[SOLVED] Notification (event) not firing (OTRS 3.1)

intrepidfroot · Post by **intrepidfroot** » 10 Apr 2012, 14:45

Hello.
I'm trying to configure an event notification but for some reason it isn't working.

I want to send an email to members of a role when a ticket in a queue is escalated. I've set the necessary groups/roles/queues correctly.

If I set the event as one (or all) of the following, nothing happens. Any other event sends off an email so I'm not sure what the problem could be.

EscalationResponseTimeNotifyBefore
EscalationResponseTimeStart
EscalationResponseTimeStop
EscalationSolutionTimeNotifyBefore
EscalationSolutionTimeStart
EscalationSolutionTimeStop
EscalationUpdateTimeNotifyBefore
EscalationUpdateTimeStart
EscalationUpdateTimeStop

Any ideas?

jojo · Post by **jojo** » 10 Apr 2012, 14:56

is the cronjob running?

yuri0001 · Post by **yuri0001** » 10 Apr 2012, 15:08

The first idea, that this events not referred to queue, but to ITSM attributes and will works only if them is filled for ticket.
I'm not quite sure of the correctness of my idea, but if you don't fill this attributes - how system know about an event happens?
Sorry my bad English

intrepidfroot · Post by **intrepidfroot** » 10 Apr 2012, 15:11

Hi.

thanks for your prompt response. Which cronjob are you referring to?

jojo · Post by **jojo** » 10 Apr 2012, 15:21

the OTRS cronjobs, which need to be enabled and adjusted

intrepidfroot · Post by **intrepidfroot** » 10 Apr 2012, 15:27

Are there particular cronjobs perhaps associated with escalations? As mentioned in my first post, the event notifications are working for other event types.

intrepidfroot · Post by **intrepidfroot** » 10 Apr 2012, 15:29

yuri0001 wrote:The first idea, that this events not referred to queue, but to ITSM attributes and will works only if them is filled for ticket.
I'm not quite sure of the correctness of my idea, but if you don't fill this attributes - how system know about an event happens?
Sorry my bad English

Hi Yuri0001.

As the tickets are correctly escalated I assume that the system is aware of the event.

jojo · Post by **jojo** » 10 Apr 2012, 15:35

have a look in Kernel/Config/GenericAgent.pm

and perhaps you need to adjust the times in var/cron

intrepidfroot · Post by **intrepidfroot** » 10 Apr 2012, 15:43

jojo wrote:have a look in Kernel/Config/GenericAgent.pm

and perhaps you need to adjust the times in var/cron

I'll take a look and see if anything jumps out at me.
Will post back either way

intrepidfroot · Post by **intrepidfroot** » 10 Apr 2012, 17:29

Thanks jojo, you were right.

Had to simply uncomment the lines in GenericAgent.pm relating to escalation notifications.

All working now.

Znuny Open Source Ticketsystem

[SOLVED] Notification (event) not firing (OTRS 3.1)

[SOLVED] Notification (event) not firing (OTRS 3.1)

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