Escalation notifications don't work after upgrade to 3.2.2

[stefanom]

Hello,
i just upgrade otrs from 3.2.1 to 3.2.2.

All ok, but some email notifications don't work:
1) First response time notifications
2) Pending Reminder notifications

Cron jobs are correctly set:
# start generic agent every 10 minutes
*/10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null

# check every 120 min the pending jobs
*/15 * * * * $HOME/bin/otrs.PendingJobs.pl >> /dev/null
(I put it every 15 minutes just for test)

If i check the cron logs:
Mar 9 03:00:01 otrs322prod /USR/SBIN/CRON[3190]: (otrs) CMD ($HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null)
Mar 9 03:00:01 otrs322prod /USR/SBIN/CRON[3191]: (otrs) CMD ($HOME/bin/otrs.GenericAgent.pl >> /dev/null)
Mar 9 03:00:01 otrs322prod /USR/SBIN/CRON[3192]: (otrs) CMD ($HOME/bin/otrs.PendingJobs.pl >> /dev/null)
Mar 9 03:00:01 otrs322prod /USR/SBIN/CRON[3193]: (otrs) CMD ($HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null)

First response time is set on queue and i try to set the value to 0 and then to 30 minutes or 5 minutes but nothing..
When the first response time is expered the ticket goes to Escalated state, but if i check the History Log there are no email notifications logs.

GenericAgent.pm is correctly edited (i tried using the new one modified or the old one).

I get the notifications when a new ticket is created or when followed-up.

Eventually.. can i go back to 3.2.1 without problem?

Thanks.

[stefanom]

Every 20 minutes this appens:
Sat Mar 9 04:00:03 2013 notice OTRS-otrs.GenericAgent.pl-10 Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2013030910000141/986).
Sat Mar 9 04:00:03 2013 notice OTRS-otrs.GenericAgent.pl-10 Run GenericAgent Job 'send escalation notifications' from config file.

But no escalation notifications has been sent

[stefanom]

I'm close to the truth. The notification works only if you 'lock' the ticket, and it's sent only to the agent who locked it. And more, this issue only affects a specific queue. I want to send the pending reminder notifications to all the agent in that queue.

[jojo]

show your Kernel/Config/GenericAgent.pm

[stefanom]

Code: Select all

# --
# Kernel/Config/GenericAgent.pm - config file of generic agent
# Copyright (C) 2001-2012 xxx, http://otrs.org/
# --
# $Id: GenericAgent.pm.dist,v 1.18 2012/11/20 14:26:38 mh Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

package Kernel::Config::GenericAgent;

use strict;
use warnings;
use utf8;

use vars qw($VERSION @ISA @EXPORT %Jobs);
require Exporter;
@ISA     = qw(Exporter);
@EXPORT  = qw(%Jobs);
$VERSION = qw($Revision: 1.18 $)[1];

# -----------------------------------------------------------------------
# config options
# -----------------------------------------------------------------------
%Jobs = (

    # GenericAgent job that sends escalation notifications.
    #   Activate this if you want to use these notifications in your system.
   'send escalation notifications' => {
       Escalation => 1,
       # new ticket properties
       New => {
           Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
       },
   },


    # GenericAgent job that triggers escalation forewarn and escalation start events.
    #   Activate this if you want to use these events in your system.
#    'trigger escalation events' => {
#        Escalation => 1,
#        # new ticket properties
#        New => {
#            Module => 'Kernel::System::GenericAgent::TriggerEscalationStartEvents',
#        },
#    },

   # insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
);
# -----------------------------------------------------------------------
# end of config options
# -----------------------------------------------------------------------
1;

[jojo]

change the line

Code: Select all

           Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',

to

Code: Select all

           Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission',

[stefanom]

It doesn't work..

[jojo]

it doesn't work is not very helpful

[stefanom]

No Pending Reminder notification is sent. Neither to the agent who locks the ticket.
But.. i don't know why, now it's working. After i re-edited the file to how it was.

I'll testing it...

[stefanom]

The notification arrived to all the people of the queue, but i want enable it only for those who has the queue selected in 'My Queues'. Is it possibile?

[jojo]

than go back to

Code: Select all

               Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',

[stefanom]

The notification worked since i went back to that configuration, but it arrives to all the queue member. Is there a chance to enable it only for a selection of agents?