5 Jun
2006
5 Jun
'06
9:01 p.m.
Hi, all, I'm having a hard time undersanding escalations.... I see the chapter about time settings in our admin manual on, but not undersanding the example : %Jobs = ( # -- # [name of job] -> send escalation notifications # -- ?send escalation notifications? => { Escalation => 1, # new ticket properties New => { Module => ?Kernel::System::GenericAgent:: NotifyAgentGroupOfCustomQueue?, }, }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) I do not work the example of GenericAgent.p.m. with the part of escalation. I defined in this p.m. and is not executed when the time of escalation in ticket is negative. Help please!!!