Event Notification on EscalationTimeStart

[Daniel Obee]

Hi folks,

I tried to get notifications on EscalationResponseTimeStart and similar escalation events but somehow it won't send anything.

The system runs an OTRS 3.2.3 (I know it's outdated), so maybe there's a known bug or such.

Anyone can give me a hint on what possible has gone wrong?

Greets
Daniel

[reneeb]

Did you activate the cronjob?

This can be found in Kernel/Config/GenericAgent.pm

Code: Select all

#   'send escalation notifications' => {
#       Escalation => 1,
#       # new ticket properties
#       New => {
#           Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
#       },
#   },

Just remove the "#". And check if the cronjobs run the GenericAgent.

[Daniel Obee]

Shouldn't the event be triggered without an additional cron job? Escalations themselves are running, just the event doesn't seem to trigger the event notification.

[Daniel Obee]

Okay, seems I gotta do this.

The system in question is a hosted one so I cannot simply alter files. I would therefor wrap the altered GenericAgent.pm in an opm package and upload it. Is there any cause not to overwrite the file with a package?