Easy, basic escalation emails for 3.3?

[KimmoJ]

Hi. Could someone talk me through a simple, step by step basic setup to send escalations for a specific queue to send escalation notices in 3.3? Assume I have the brain capacity of a 10-year old (not far from the truth today, I'm exhausted. Curses on daylight saving time.)

I simply want the system to fire off an email to the owner agent or all agents if the ticket has approached or passed its escalation times, nothing fancy or trickery with the tickets themselves. A simple email.

The manual is a masterpiece of non-information on how to actually do this, and I have found no examples; the manual basically says "Use GenericAgent" which, while probably correct, is not helpful due to the sheer lack of any detail.

Do you still, in version 3.3, have to uncomment stuff out of GenericAgent.pm, is another question, or is that an old procedure? And if so, upgrading will break Escalation notifications, right?

What is the scheduler for, if not for escalations and the like? I just don't get this snarl of varying notification settings in different areas of the admin section.

Assuming I have set some escalation times set in the queue, what else do I need to set and where to fire off notifications when that time is matched? I'd very much appreciate a step-by-step instruction.

[crythias]

1) You will need to remove the Comments from GenericAgent.pm (after renaming the file)
2) No, it won't be overwritten because GenericAgent.pm is distributed as GenericAgent.pm.dist which you should rename to GenericAgent.pm
3) Any escalation should have a notification percent applied
4) The scheduler is a process that runs scheduled events. You still have to create events.
5) Customers and Agents can receive scheduled, manual, and automatic notifications.

assuming based upon your post that you've done nothing related to the above, start with this post and making sure the scheduler is running.