Hello, By looking at the perl code, I think I have found why we only get notifications once a day. But before I test that again (by commenting line 127 "next if $Sent;" in NotifyAgentGroupOfCustomQueue.pm), would you have an idea about how to filter only on recently escalated tickets ? Best regards, Mikael Kermorgant On Thu, Nov 13, 2014 at 9:20 AM, Mikael Kermorgant < mikael.kermorgant@gmail.com> wrote:
Hello,
I recently activated the default config in the GenericAgent.pm (after several years not having it).
As we have several open tickets which have not been answered via otrs, all our team is now receiving lots of notifications every day.
As a temporary solution, I've tried to tweak the Job to only receive *one* notification per escalated ticket (otrs currently continues to send notifications for each open ticket wihout answer every day).
First problem is that I can't see how to tweak the periodicity of the notification. We receive them every morning around 8:20, despite the crontab running every 20 minutes. This makes it difficult to test my tweakings. Any idea about that ?
============================== %Jobs = (
# GenericAgent job that sends escalation notifications. # Activate this if you want to use these notifications in your system. 'send escalation notifications' => { Escalation => 1, TicketEscalationTimeNewerMinutes => 60, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', }, },
# GenericAgent job that triggers escalation forewarn and escalation start events. # Activate this if you want to use these events in your system. 'trigger escalation events' => { Escalation => 1, TicketEscalationTimeNewerMinutes => 60, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::TriggerEscalationStartEvents', }, }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) ); =====================================
Alas, this did not work.
Would you have any idea to make it work as I'd like ?
Best regards,
-- Mikael Kermorgant
-- Mikael Kermorgant