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...
Open Ticket Escalation not working.
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Re: Open Ticket Escalation not working.
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Basically, check the escalations that are enabled. By default, they may be New only.
Basically, check the escalations that are enabled. By default, they may be New only.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Open Ticket Escalation not working.
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.
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.