can't believe how much trouble i'm having sending notifications to agents when
a ticket is escalated in his/her queue.
I
have no problem sending email notifications when they receive a new
ticket, but I've spent countless hours configuring genericagent.pm...
generic agent via the frontend.. and cannot get OTRS to send emails
when a ticket has been escalated.
I'm using OTRS 2.1.7.... windows flavor ( you can crucify me later :-p )
What am i doing wrong? I've added the following code to the genericagent file
in C:\OTRS\otrs\Kernel\Config
%Jobs = (
# --
# [name of job] -> send escalation notifications
# --
'send escalation notifications' => {
Escalation => 1,
# new ticket properties
New => {
Module =>
'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
},
},
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