Hello,
It seems that the EscalationNotifyBefore is not being fired and I'm not sure why. The queue is set so that after 60minutes the ticket will be escalated but it is to notify agents at 50% (30minutes). Neither notification gets fired so the ticket gets escalated without any warnings. What do I need to do to enable this correctly?
Cheers,
Dan
Notify before escalation
Moderator: crythias
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BreadMurderer
- Znuny newbie
- Posts: 25
- Joined: 10 Nov 2011, 13:48
- Znuny Version: 3.0.10
- Real Name: Daniel Harrold
- Company: Petrotechnics Ltd
- Location: Scotland
Re: Notify before escalation
you have to edit the Kernel/Config/GenericAgent.pm and enable the escalation emails. Also the cron jobs need to run
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
-
BreadMurderer
- Znuny newbie
- Posts: 25
- Joined: 10 Nov 2011, 13:48
- Znuny Version: 3.0.10
- Real Name: Daniel Harrold
- Company: Petrotechnics Ltd
- Location: Scotland
Re: Notify before escalation
Worked like a charm - cheers!