send mail when escalation solution time expire

[shivendra]

how can we send mail to when escalation solution time expire .
i look at generic agent but there is no option to send mail.
how can to do it

[jojo]

Have a look at Kernel/Config/GenericAgent.pm

[shivendra]

i read but i didnot get it.
can u guide me more.

[reneeb]

This can be found in Kernel/Config/GenericAgent.pm

Code: Select all

#   'send escalation notifications' => {
#       Escalation => 1,
#       # new ticket properties
#       New => {
#           Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
#       },
#   },

Just remove the "#". And check if the cronjobs run the GenericAgent.

[fbertu]

Hello!

We modified the GenericAgent.pm, but I can not run the email sending.
In the ADMIN console, in the section I have no job genericagent related to sending mails by SLA.

As should create, for this system begins to function properly?

Regards,
Fernando.

[jojo]

the config files have no influence on the graphical editor. Check your cronjobs

[fbertu]

the config files have no influence on the graphical editor. Check your cronjobs

# --
# cron/generic_agent - GenericAgent.pl cron of the OTRS
# Copyright (C) 2001-2009 xxx, http://otrs.org/
# --
# $Id: generic_agent.dist,v 1.12 2009/02/16 20:53:10 tr 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.
# --

# start generic agent every 20 minutes
*/20 * * * * $HOME/bin/GenericAgent.pl >> /dev/null

# example to execute GenericAgent.pl on 23:00 with
# Kernel::Config::GenericAgentMove job file
#0 23 * * * $HOME/bin/GenericAgent.pl -c "Kernel::Config::GenericAgentMove" >> /dev/nul

[fbertu]

still not working.

Any idea?