Open Ticket Escalation not working.

Moderator: crythias

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keerthi
OTRS expert
Posts: 55
Joined: 24 Feb 2015, 06:39
OTRS Version?: OTRS3.3.5

Open Ticket Escalation not working.

Post by keerthi » 27 Mar 2015, 09:31

Hi,

I configured Escalation for open tickets in "GenericAgent" section of systemAdministration, but the tickets which are created via "NewEmailTicket" are not escalating becoz those tickets are coming under open tickets Section, only new tickets (Which are sent by mail to OTRS)escalating,
Please can any one help..

thank you...

crythias
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Re: Open Ticket Escalation not working.

Post by crythias » 27 Mar 2015, 16:12

https://www.google.com/search?q=site:fo ... gws_rd=ssl
Basically, check the escalations that are enabled. By default, they may be New only.
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keerthi
OTRS expert
Posts: 55
Joined: 24 Feb 2015, 06:39
OTRS Version?: OTRS3.3.5

Re: Open Ticket Escalation not working.

Post by keerthi » 30 Mar 2015, 07:43

Hi,

Thank u for your response.

i am getting log like this for GenericAgent Event...

Mon Mar 30 11:07:16 2015 notice OTRS-CGI-10 New GenericAgent job 'TICKET ESCALATION FOR NORMAL PRIORITY TICKETS' added (UserID=36).
Mon Mar 30 11:07:15 2015 notice OTRS-CGI-10 GenericAgent job 'TICKET ESCALATION FOR NORMAL PRIORITY TICKETS' deleted (UserID=36).

Thank u.

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