Need to Disable Escalation Notifications (OTRS 3.3)

[irba]

GenericAgent.pm.png

Hello,

When we upgraded to OTRS 3.3, the system began to send email notifications for escalated tickets.
We don't want this, and we have tried to get rid of it, but without success.
We have selected NO at Ticket follow up notification in Agent Config interface.
Also it isn't enabled in any of Generic Agent's tasks.
I also set to 0 Escalation - First Response Time and Update Time, leaving only Solution Time.

Can anyone tell me how to do it?
I would appreciate it a lot.

Also I'm showing you GenericAgent.pm. Will it be disabled if I set Escalation => 0 ?
Or it may cause any problem?

Thank You!

[wurzel]

Hi,

When we upgraded to OTRS 3.3, the system began to send email notifications for escalated tickets.
We don't want this, and we have tried to get rid of it, but without success.
We have selected NO at Ticket follow up notification in Agent Config interface.

this is no Escalation Mail.

Also it isn't enabled in any of Generic Agent's tasks.
I also set to 0 Escalation - First Response Time and Update Time, leaving only Solution Time.

Then you escalate after solution time reached. The system will send mails.

Can anyone tell me how to do it?
I would appreciate it a lot.

Also I'm showing you GenericAgent.pm. Will it be disabled if I set Escalation => 0 ?
Or it may cause any problem?

If you set escalation to '0' the system will not send. But you have solution times set. So, tickets escalate.

Disable the settings in GenericAgent.pm settings for escalation events with a '#'
Then you'll not receive mails.

Florian

[irba]

Thanks a lot for the reply.
Another question: Do I need to stop any services before updating GenericAgent.pm file?

[irba]

Hello Again,

I tried the way you suggested, by I'm still receiving escalated tickets notifications.

Code: Select all

# -----------------------------------------------------------------------
# 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::NotifyAgentGroupOfCustomQue                                                                                        ue',
    #    },
    # },


    # GenericAgent job that triggers escalation forewarn and escalation start ev                                                                                        ents.
    #   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::TriggerEscalationStartEvent                                                                                        s',
       # },
   # },
   # insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
);


# -----------------------------------------------------------------------
# end of config options
# -----------------------------------------------------------------------
1;

This is my modified GenericAgent.pm file.
Am I doing something wrong?
Can anyone help me please?

[reneeb]

Which jobs are activated in your crontab? Do you run a second OTRS with escalation notifications enabled? Do you have custom modules installed that create escalation notifications?

[irba]

Thank you for your support.
I think it is solved now.
Apparently i should had modified NotifyAgentGorupOfCustomQueue.pm also.
I commented (#) all the rows below send each agent the escalation notifications and it is half an hour now, that the system hasn't sent any escalation notification.
This is great

[wurzel]

Hi,

Thank you for your support.
I think it is solved now.
Apparently i should had modified NotifyAgentGorupOfCustomQueue.pm also.
I commented (#) all the rows below send each agent the escalation notifications and it is half an hour now, that the system hasn't sent any escalation notification.
This is great

And what is, if you do an upgrade? You'll loose your settings, I think.
you should consider, doing the advices, reneeb gave you.

Flo

[irba]

Yeah, I think the same way too, but I couldn't find any better solution at the moment...
We have only one valid cron job, that deletes junk tickets; yes, we have a backup OTRS, but DoNotSend mail option is selected at Sendmail; and I cannot think of any installed module that might send escalation notifications

[wurzel]

Hi,

what's in the logfiles?

Flo