Re: [otrs] Repeatedly getting escalation notifications

26 Aug 2009

      Savitra,

As far as I know I should only get the notification once, after the ticket has escalated.
In my case  I get a notification every time GenericAgent.pl runs, after the ticket has escalated.
Changing the crontab doesn't fix the issue, I still get notified every time it runs.

Any other ideas? Thanks for your help.

________________________________
From: savitra sirohi 
To: User questions and discussions about OTRS. 
Sent: Tuesday, August 25, 2009 7:13:14 PM
Subject: Re: [otrs] Repeatedly getting escalation notifications

Frito,

Are you receiving notifications for non-eslacated tickets? Or are you
saying the frequency of notifications on escalated tickets has
incresed. If the latter, perhaps the frequency in the crontab has been
updated as part of the upgrade. I think the default is 10 minutes.

Thanks,
Savitra Sirohi
Nucsoft OSS labs
http://www.osslabs.biz

On 8/20/09, Frito Lay  wrote:
...
In OTRS 2.4.2 we are constantly getting escalation notifications.
This is the relevant entry in GenericAgent.pm:
%Jobs = (
        'send escalation notifications' => {
#               Escalation => 1,
                TicketEscalationTimeOlderMinutes => -60,
                Locks => ['unlock'],
                States => ['new', 'open'],
# new ticket properties
                New => {
                        # Module =>
'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
                        # notify all agents who have rw permissions on the
ticket
                        Module =>
'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission',
                },
        },
);
As you can see, I'm using NotifyAgentGroupWithWritePermission.pm instead of
NotifyAgentGroupOfCustomQueue.pm.
AFAIK this same configuration used to work with 2.3.4.
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