Hi,
I have a problem that, the Notification is not sending to Agent when ticket reaches its pending time. I have made Escalation time of all the queues
to '0', is that the reason or I need to do something else? Do i need to update Notification Management ? How to use 'bg::Agent::Pending Reminder'
as on selecting it and on clicking 'Change' , in 'Type' field only 'bg::' is coming. What to do?
pending time is not escalation time. Yor configuration regarding
escalations has absolutely no relation to a pending time due to a
pending state.
However, you should check if the crontab of your OTRS-user contains a
call for