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
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 regar
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 escalatio
