Email to external agent on ticket escalation.

[Khris]

After searching through the forums, the only way I can figure out to do this is through a two-step process. I've created a GenericAgent job to run every 10 minutes and check if any tickets have been escalated during that time. If so, the job then changes the ticket state to "Escalated" instead of New/Open. Then, I've created a Notification Event that is to email an external address when a ticket state changes to Escalated. Both of these work individually, but not together. The GenericAgent job runs and changes ticket states to Escalated as expected, but no notification gets sent out. If I MANUALLY change a ticket state to Escalated, a notification then gets sent out. Both tasks work, just not together. Am I missing something, or is this just not possible?

Thanks
Chris

[Khris]

Anyone have any suggestions? I'm completely at a loss here as both tasks work individually, but not together. Could it be a bug?

[crythias]

It *could* be a bug, but you should check your system log in admin to see what *it* says is happening. (cron issues?) I believe the process you're describing appears to be identical to what I've suggested multiple times on this forum, and having not had negative feedback on the suggestion, I can only assume that it works, or other, unreported methods have been used.

Edit to add: or you've not chosen what you think you've chosen (or misspelled something).

[Khris]

To further add, I know the Generic Agent cron jobs are working as there are other jobs which work fine, and this job I've create to change the ticket state to "Escalated" works every 10 minutes as well. The event notification only works when I manually change the ticket state to "Escalated", and then shows an entry in the System Log. When the Generic Agent job runs and changes the ticket state, the event notification does not run, and there is nothing that shows up in the System Log except that the Generic Agent job has run......there's no reference to the event notification.

If I had made a spelling mistake or something like that, I can see why things wouldn't run, but both the job and the event work when run independently of eachother, which doesn't make sense.

[JMsax]

Anyone get this working? I have the same issue. Notifications will come when I change the status manually, but not when the Agent does so.