HELP! Only one Escalation Notifybefore and one Escalation

[kevinwangzx]

Dear all,
HELP! Only one Escalation Notifybefore and one Escalation notification got.

We have install OTRS 3.1.11 with ITSM core 3.1.6 for several weeks. I have a problem could not fixed.
every ticket get only 2 times escalation (actually it were for same events).

1, if a ticket is open via Telephone, only get 2 notifications: response notifybefore and response escalation.
2, if a ticket is open via email, only get 2 notifications: update notifybefore and update escalation

and I have defined some extra event's notification in GenericAgent, one is for TicketEascalationUpdateTimeStop and another one for TicketEscalationSolutionTimeStop which automatic send email to specific email address. but those 2 event never happen.

any idea? anything I'm wrong? or the TimeStop is not working?

Appreciated,

Kevin

[kevinwangzx]

BTW, I got escalation for every ticket on the begin of the day. e.g. 0:00AM. which have already been sent out escalation before.

Why?

[jojo]

the event TicketEscalationSolutionTimeStop is not happening. Use the Start one

[kevinwangzx]

hi, jojo,

Thanks,

Is the definition of Escalationsolutiontimestart same as the EscalationSolutionTimeStop ?

Then how about EscalationUpdateTimeStart and EscalationUpdateTimeStop? the second is not running too?

Kevin

[kevinwangzx]

Sounds EscalationSolutionTimeStart is not working.

[jojo]

you also need to create a file based Generic Agent (have a look at the GenericAgent.pm.* files in the Kernel/Config directory