I created a custom job in genericagent.pm that is supposed to send a page to my pager is a ticket has a priority of 5 and is escalated. The page portion works just fine, but the page is sent for all tickets that are escalated (regardless of priority). Here is the code portion of genericagent.pm ... 'send priority 5 escalation page' => { Escalation => 1, Priorities => ['5 very high'], New => { # Send a page! CMD => '/opt/otrs/bin/sendPage.pl', }, }, ...

From my understanding, it should only execute the New state if the ticket is escalated and has a priority of 5. However, the page fires when a ticket is escalated - no matter what the priority is. Any ideas?

Thanks, Tyler Hepworth