Notification (Event) - Escalation

vladimircacko · Post by **vladimircacko** » 10 Sep 2012, 18:47

Hello,

I've been trying to setup next scenario:

When ticket escalates (first response or solution), an email is sent to Supervisor, so that he can take action if needed.

Idea was to do it with Notification (Event), but I'm having problems. Created new notification set parameters, and EscalationResponseTimeStart (tried all Escalation events) event, but no mail is received after Escalation is reached.

When I set event parameter to TicketCreate, mail is sent...

What could be the problem? Any ideas or maybe different way to achieve this?

I've setup GenericAgent to run every 10 min, and set /Kernel/Config/GenericAgent.pm to send mail to agent working on ticket if escalation is reached, but as I said I need to inform Supervisor (different mail from working agent) about escalation.

Thank's in advance...

vladimircacko · Post by **vladimircacko** » 13 Sep 2012, 14:09

Anyone?

Post by **crythias** » 13 Sep 2012, 14:59

it'd be easier if the Supervisor were a member of the queue, had the queue in "My Queues" and notifications enabled.

vladimircacko · Post by **vladimircacko** » 14 Sep 2012, 08:46

Hm...

Supervisor is a member of that queue... Created nofitication in Notification (event), but it doesn't work... doesn't send notification.

I don't know if there is enable notification somewhere else...

Znuny Open Source Ticketsystem

Notification (Event) - Escalation

Notification (Event) - Escalation

Re: Notification (Event) - Escalation

Re: Notification (Event) - Escalation

Re: Notification (Event) - Escalation