[otrs] otrs : agent moving a ticket to sub queue

Hi all My company has a help desk with the queue called Agent , where the agent recieves all the ticket throughmails.depending upon the problem he sholuld transfer the ticket to other queue(department) this is my concept. so i created a Sub queue under queue(Agent) my subqueue is the department.when the agent log in to the otrs and when he tries to move the ticket ,there is subqueue(department) coming up under queue(agent) queue and sub queue are belong to diff group. On Tue, Sep 15, 2009 at 5:30 PM, wrote:

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Today's Topics:

1. Re: fetchmail job error (Rory) 2. Re: Problem generating Notifications for Escalations (Kaul, Sunjay) 3. use "X-Envelope-To" header insted of "to" header (Rupp Timo)

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Message: 1 Date: Tue, 15 Sep 2009 10:45:13 +0100 From: Rory Subject: Re: [otrs] fetchmail job error To: "User questions and discussions about OTRS." Message-ID: <78a1e3790909150245h66184610v6a7ffe9f86d6652f@mail.gmail.com> Content-Type: text/plain; charset=windows-1252

It sounds like the process hung when it was running. Check your running processes and see if it is there and how long it has been running.

Rory

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2009/9/15 hpsbigcat :

...

Hi All,

?? I?m using OTRS 2.4.4 on Centos5.2.? I'v setup PostMasterMailbox.pl to fetch mail every 1 minute and works fine before today.? But now, the system did not fetch the mail until I run "PostMasterMailbox.pl -f 1" to force recive them.? And I found some logs as : ? [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( sample.company.com/21426)!

? Have someone to help me -- Hpstiger

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Message: 2 Date: Tue, 15 Sep 2009 15:41:18 +0530 From: "Kaul, Sunjay" Subject: Re: [otrs] Problem generating Notifications for Escalations To: "otrs@otrs.org" Message-ID: < BB3F9F1BC3CCC945A025F27BD55A30D21A97029FB1@PUNEXCMS02.corp.capgemini.com>

Content-Type: text/plain; charset="us-ascii"

Hi, I am using OTRS 2.4.4 with ITSM. I have configured a queue and created a Service. The Service has an associated SLA which is set as: First Response: 10 min Update: 20 min Solution: 30 min Customers are mapped with the Service.

I have uncommented the Example code in GenericAgent file which generates the Escalation notifications and the entry in the crontab reads: */2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null

I get the notifications when the First Response time has crossed 10 minutes (both the Escalation warning as well as the actual Escalation). After this, I go and create a response and the update SLA resets which makes sense to me. However, that is where my problem starts, even though, the SLA time keeps updating, there are no more notifications. Even if I update the ticket, I still get no notification for Solution time SLA violation. I don't understand where I am going wrong. Has anybody else faced this problem earlier, appreciate help

Thanks, Sunjay

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