FYI:

i have a manual installation of otrs with the following components:

- win2003 32bit

- perl 5.10

- apache 2.2.10

- otrs 2.3.3

- pycron 0.5.9

note: well i use pycron because the cronw does not work with 5.10 in my installation...

when i try to run the GenericAgent.pl job through pycron i have the problem, that it resends and resend over and over again every email coming from tickets that did escalate. after doing some research i finally found the cause of this problem... it is located in the NotifyAgentGroupOfCustomQueue.pm... on line 120 you can find the following:

&& $Line->{Name}       =~ /\Q\%\%$User{UserEmail}\E$/i

i wrote a little test script that looks like that:

print  ("%%Escalation%%bla.bla@domain.ch"      =~ /\Q\%\%bla.bla@domain.ch\E$/i);

and found out that it NEVER gets a matching, so it tries over and over again to send the escalation emails, instead of don’t send the escalations when it has already be sent during the day! interestingly i have a otrs installation that works with perl 5.8.8 and on this installation everything works pretty good... ?!?!? so, finally i came to the conclusion that there is either a bug in perl or in otrs, as it seems that perl 5.10 does not escape some charachters between a \Q \E... and it should escape the % character in the line below. when i change the line into:

print  ("%%Escalation%%bla.bla@domain.ch"      =~ /\Q%%bla.bla@domain.ch\E$/i);

then everything is fine !

kind regards,

patrick.