I have just spent the last week and a half neck deep in OTRS with this 2.4 upgrade, guess that’s what I get for using Windows.  Got a few stupid questions for the list about escalations…  First of all, what is this ‘notify by’ percentage in the queue escalation properties?  Second, I have a problem with the escalation notification emails being sent out every time the GenericAgent is ran.  I had it running every 5 mins, so this meant I got an email about a ticket being escalated every 5.  I’ve changed my crontab to only run the GenericAgent once at 8AM to send my escalation notices.  This is not the most ideal way of handling my problem because obviously I might want the GenericAgent to do something more useful later on.  The most practical solution is to have the GenericAgent notify as soon as the ticket has escalated, then every 8AM and 4PM of the day.  Anybody faced this problem before or have some ideas.

 

TIA,

Daniel

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