thank you Mr Esberger. Have you seen the problem with closed ticket escalations?

Hi JC,

This is done by a cronjob and my be changed in the otrs users crontab:

crontab -u otrs -e

Locate the following Line:

*/20 * * * * $HOME/bin/GenericAgent.pl >> /dev/null

My Modification to this Line:

0 8,10,12,14,16,18 * * 1-5 $HOME/bin/GenericAgent.pl >> /dev/null

Expl.: i want to receive escalation emails every 2 full hours between 8 am and 6 pm, from Monday to Friday.

hth

JC Boursiquot wrote:

...

Does anyone know how to turn off ticket escalations. The OTRS system is escalating open and closed tickets every 20 minutes.

I have all queues and sub-queues notification field Escalation time (minutes): are set to 0.

JC Boursiquot

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