Savitra, As far as I know I should only get the notification once, after the ticket has escalated. In my case I get a notification every time GenericAgent.pl runs, after the ticket has escalated. Changing the crontab doesn't fix the issue, I still get notified every time it runs. Any other ideas? Thanks for your help. ________________________________ From: savitra sirohi To: User questions and discussions about OTRS. Sent: Tuesday, August 25, 2009 7:13:14 PM Subject: Re: [otrs] Repeatedly getting escalation notifications Frito, Are you receiving notifications for non-eslacated tickets? Or are you saying the frequency of notifications on escalated tickets has incresed. If the latter, perhaps the frequency in the crontab has been updated as part of the upgrade. I think the default is 10 minutes. Thanks, Savitra Sirohi Nucsoft OSS labs http://www.osslabs.biz On 8/20/09, Frito Lay wrote:

In OTRS 2.4.2 we are constantly getting escalation notifications.

This is the relevant entry in GenericAgent.pm:

%Jobs = ( 'send escalation notifications' => { # Escalation => 1, TicketEscalationTimeOlderMinutes => -60, Locks => ['unlock'], States => ['new', 'open'],

# new ticket properties New => { # Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # notify all agents who have rw permissions on the ticket Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', }, }, );

As you can see, I'm using NotifyAgentGroupWithWritePermission.pm instead of NotifyAgentGroupOfCustomQueue.pm.

AFAIK this same configuration used to work with 2.3.4.

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Hi Frito,

...

...

In OTRS 2.4.2 we are constantly getting escalation notifications.

This is the relevant entry in GenericAgent.pm:

%Jobs = ( 'send escalation notifications' => { # Escalation => 1, TicketEscalationTimeOlderMinutes => -60, Locks => ['unlock'], States => ['new', 'open'],

# new ticket properties New => { # Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # notify all agents who have rw permissions on the ticket Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', }, }, );

As you can see, I'm using NotifyAgentGroupWithWritePermission.pm instead of NotifyAgentGroupOfCustomQueue.pm.

Wha does your crontab looklike? Are you on windows? -- Shawn Beasley