[otrs] periodicity of escalation notifications

13 Nov 2014

      Hello,

I recently activated the default config in the GenericAgent.pm (after
several years not having it).

As we have several open tickets which have not been answered via otrs, all
our team is now receiving lots of notifications every day.

As a temporary solution, I've tried to tweak the Job to only receive *one*
notification per escalated ticket (otrs currently continues to send
notifications for each open ticket wihout answer every day).

First problem is that I can't see how to tweak the periodicity of the
notification. We receive them every morning around 8:20, despite the
crontab running every 20 minutes. This makes it difficult to test my
tweakings. Any idea about that ?

==============================
%Jobs = (

    # GenericAgent job that sends escalation notifications.
    #   Activate this if you want to use these notifications in your system.
    'send escalation notifications' => {
        Escalation => 1,
        TicketEscalationTimeNewerMinutes => 60,
        # new ticket properties
        New => {
            Module =>
'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
        },
    },

    # GenericAgent job that triggers escalation forewarn and escalation
start events.
    #   Activate this if you want to use these events in your system.
    'trigger escalation events' => {
        Escalation => 1,
        TicketEscalationTimeNewerMinutes => 60,
        # new ticket properties
        New => {
            Module =>
'Kernel::System::GenericAgent::TriggerEscalationStartEvents',
        },
    },
   # insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
);
=====================================

Alas, this did not work.

Would you have any idea to make it work as I'd like ?

Best regards,

-- 
Mikael Kermorgant