On Tuesday, May 11, 2004 7:54 PM Tyler Hepworth wrote:

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On Tuesday, May 11, 2004 6:19 PM Tyler Hepworth wrote:

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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).

You can only combine a 'Queue => Id' setting with 'Escalation => 1'

Fair enough. So, I changed my criteria to:

Priorities => ['5 very high'], Locks => ['unlock'],

It sent out a page for every single ticket in my system! AAAGH! :-)

Yes. You have a Queue "MyQueue". Create a Subqueue "MyQueueEscal". Create a GA job that moves every unlocked, escalated ticket to that very subqueue with a state of 'open'. Create your above GA for the wanted priority. You may want to alter the ticket so that the notification is only sent out once. You get the point. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388