---

From: savitra sirohi <savitra.sirohi@osslabs.biz>
To: User questions and discussions about OTRS. <otrs@otrs.org>
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 <lameventanas@yahoo.com> 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.
>
>
>
>
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/