Hello, On Wed, Mar 22, 2006 at 05:25:00AM -0000, sudhanshu chopra wrote:

Can anybody help me in configuring Ticket Escalation???? How to configure Generic agent??

Is the GenericAgent runing? Please check the cron jobs of your OTRS user, you should find something like that */10 * * * * $HOME/bin/GenericAgent.pl > /dev/null */10 * * * * $HOME/bin/GenericAgent.pl -c db >/dev/null 2>/dev/null in the crontab file of the OTRS user.

I have gone through the documentation present in otrs.org. but it didn't helped me.

If your GenericAgent cronjob is executed, open the file Kernel/Config/GenericAgent.pm and change the file that it looks like this: ----- # -- # Kernel/Config/GenericAgent.pm - config file of generic agent # Copyright (C) 2002-2004 Martin Edenhofer # -- # $Id: GenericAgent.pm.dist,v 1.7 2004/02/12 00:55:01 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- package Kernel::Config::GenericAgent; use strict; use vars qw($VERSION @ISA @EXPORT %Jobs); require Exporter; @ISA = qw(Exporter); @EXPORT = qw(%Jobs); $VERSION = '$Revision: 1.7 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # -- # [name of job] -> send escalation notifications # -- 'send escalation notifications' => { Escalation => 1, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', }, }, # 'delete if old' => { # # get all tickets with these properties # Queue => 'misc', # States => ['new', 'open'], # Locks => ['unlock'], # TicketCreateTimeOlderMinutes => 6, # New => { # Delete => 1, # }, # }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; ----- Thats it. If escalation is activated for a queue now tickets should escalate afer they have reached ghe specified age.

Sudhanshu Chopra

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