Actually, I have added all the queues in my Queues Preferences.

I was suspecting this entry of GenericAgent.pm in otrs//Kernel/Config  .

This is what I have

%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)
);
 
The above is what I have inserted. Is there somewhere where I need to indicate the name of the queue? I’m new in this, please help.
Regards

---

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of LQ Marshall
Sent: Tuesday, February 10, 2009 2:17 PM
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] OTRS escalation notification email

My guess is you need to add the queue to your "my queues" list under the users preferences.

LQ

---

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tamara B. Chikumbi
Sent: Tuesday, February 10, 2009 3:38 AM
To: User questions and discussions about OTRS.
Subject: [otrs] OTRS escalation notification email

Hi,

I’m new to otrs as well as Linux. Please help me on how to get email notification when a ticket is escalated. I have tried genericAgent, notification and preferences but to no avail.

But there is something I have noticed, Unlocktickets.pl is missing in the bin directory.

What could be wrong, please help.

Regards