OTRS 5 - Queue ticket escalations
Hi all, version: 5.0.17 I'm a confused by what is required to get ticket escalations in our queues. I have configured each queue to have the usual (say 4h) escalations in Admin -> Queues -> Escalation - first response time (minutes), etc. The manual only refers to doing this to get escalations going, however this is not working for me, and I see the intertubes sprinkled with references to setting up a GenericAgent.pm to handle this as well (am I correct in assuming this is for older versions of OTRS?). 1. Is it necessary to use a GenericAgent.pm to action escalations? If so, where do I find samples of doing this? The manual seems to lack this information. Kernel/Config does not have a GenericAgent sample file, nor does Defaults.pm have any examples. 2. If all that is required is the Queue setup in Admin for escalations, how can I debug this to figure out what is failing? 3. I also created a test generic agent job in Admin -> GenericAgent (search all queues for any tickets in any state and with any escalations due for past day), but it always returns 0. otrs.Daemon.pl is running. I'd appreciate any feedback. Thanks Henry
Scratch that - it would appear setting an escalation time on a queue only
applies to new tickets, not existing ones in the same queue.
On 18 April 2017 at 15:01, Henry Combrinck
Hi all,
version: 5.0.17
I'm a confused by what is required to get ticket escalations in our queues.
I have configured each queue to have the usual (say 4h) escalations in Admin -> Queues -> Escalation - first response time (minutes), etc.
The manual only refers to doing this to get escalations going, however this is not working for me, and I see the intertubes sprinkled with references to setting up a GenericAgent.pm to handle this as well (am I correct in assuming this is for older versions of OTRS?).
1. Is it necessary to use a GenericAgent.pm to action escalations? If so, where do I find samples of doing this? The manual seems to lack this information. Kernel/Config does not have a GenericAgent sample file, nor does Defaults.pm have any examples.
2. If all that is required is the Queue setup in Admin for escalations, how can I debug this to figure out what is failing?
3. I also created a test generic agent job in Admin -> GenericAgent (search all queues for any tickets in any state and with any escalations due for past day), but it always returns 0.
otrs.Daemon.pl is running.
I'd appreciate any feedback.
Thanks Henry
Hi, 18.04.2017 15:04 - Henry Combrinck schrieb: > (...)
The manual only refers to doing this to get escalations going, however this is not working for me,
the escalation usually works fine :)
and I see the intertubes sprinkled with references to setting up a GenericAgent.pm to handle this as well (am I correct in assuming this is for older versions of OTRS?).
Correct. GenericAgent.pm triggers escalation events in previous versions of OTRS.
Is it necessary to use a GenericAgent.pm to action escalations?
No.
If all that is required is the Queue setup in Admin for escalations, how can I debug this to figure out what is failing?
You only can check ticket history (+logs) to see what is happening. The escalation on a queue refers to all tickets in this queue. You might check if the Escalation Rebuild Index Job (it is a Dameon Job) is running. AFAIK this checks (and calculates) escalation times. For more complex scenarios you might want to use commercial add ons. -- Florian
participants (2)
-
Florian Edlhuber -
Henry Combrinck