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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