Hi, I just realized that if I change the ticket queue, the job is processed. Just in case, I shall describe my scenario: 1. When a ticket arrives to the system, it is assigned to a Raw queue, this raw queue has not escalation time. 2. Then the manager assigns the ticket to a queue with escalation time. 3. An agent takes the ticket and he resolves it.
That is the normal scenario. If the ticket is not resolved by the agent whitin escalation time nothing happens. The notification is only sent when the ticket has moved from one queue to another, otherwise it won't. why does this happen? _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
