First, "Why at 8:20?" Because the file uses the Working hours calendar.
next: "Why once per day?"
Only once because there is only one escalation and it has been triggered
and notification sent. If the escalation were to happen later in the day
for another ticket that ticket should trigger escalation within the 20
minute window of cron, or if after hours, first notification of the day.
Besides, these are escalated.
You've already likely violated SLA for these escalated tickets. The proper
answer is to fix the ticket's escalation issue. Either turn off escalation
for the affected tickets by changing queue settings or change SLA or
address the escalation issue, likely by at least replying to the customer
or closing old tickets.
If you *must* have a single ever notification, you can use the Web Generic
agent to check for escalation greater than a certain value (ago) that
modifies a custom dynamic field that indicates OneTimeSendEscalation.
Notification (event) should then trigger and send.
The code doesn't need to be fixed for this.
On Thu, Nov 13, 2014 at 3:59 AM, Mikael Kermorgant <
mikael.kermorg...@gmail.com> wrote:
> 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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