Hello,
By looking at the perl code, I think I have found why we only get
notifications once a day.
But before I test that again (by commenting line 127 "next if $Sent;" in
NotifyAgentGroupOfCustomQueue.pm), would you have an idea about how to
filter only on recently escalated tickets ?
Best regards,
Mikael Kermorgant
On Thu, Nov 13, 2014 at 9:20 AM, Mikael Kermorgant <
mikael.kermorg...@gmail.com> wrote:
> Hello,
>
> I recently activated the default config in the GenericAgent.pm (after
> several years not having it).
>
> As we have several open tickets which have not been answered via otrs, all
> our team is now receiving lots of notifications every day.
>
> As a temporary solution, I've tried to tweak the Job to only receive *one*
> notification per escalated ticket (otrs currently continues to send
> notifications for each open ticket wihout answer every day).
>
> First problem is that I can't see how to tweak the periodicity of the
> notification. We receive them every morning around 8:20, despite the
> crontab running every 20 minutes. This makes it difficult to test my
> tweakings. Any idea about that ?
>
> ==============================
> %Jobs = (
>
> # GenericAgent job that sends escalation notifications.
> # Activate this if you want to use these notifications in your
> system.
> 'send escalation notifications' => {
> Escalation => 1,
> TicketEscalationTimeNewerMinutes => 60,
> # new ticket properties
> New => {
> Module =>
> 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
> },
> },
>
>
> # GenericAgent job that triggers escalation forewarn and escalation
> start events.
> # Activate this if you want to use these events in your system.
> 'trigger escalation events' => {
> Escalation => 1,
> TicketEscalationTimeNewerMinutes => 60,
> # new ticket properties
> New => {
> Module =>
> 'Kernel::System::GenericAgent::TriggerEscalationStartEvents',
> },
> },
> # insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
> );
> =====================================
>
> Alas, this did not work.
>
> Would you have any idea to make it work as I'd like ?
>
> Best regards,
>
> --
> Mikael Kermorgant
>
--
Mikael Kermorgant
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