Actually, I have added all the queues in my Queues Preferences.
I was suspecting this entry of GenericAgent.pm in otrs//Kernel/Config .
This is what I have
%Jobs = (
# --
# [name of job] -> send escalation notifications
# --
'send escalation notifications' => {
Escalation => 1,
# new ticket properties
New => {
Module =>
'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
);
The above is what I have inserted. Is there somewhere where I need to
indicate the name of the queue? I'm new in this, please help.
Regards
________________________________
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
LQ Marshall
Sent: Tuesday, February 10, 2009 2:17 PM
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] OTRS escalation notification email
My guess is you need to add the queue to your "my queues" list under the
users preferences.
LQ
________________________________
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On
Behalf Of Tamara B. Chikumbi
Sent: Tuesday, February 10, 2009 3:38 AM
To: User questions and discussions about OTRS.
Subject: [otrs] OTRS escalation notification email
Hi,
I'm new to otrs as well as Linux. Please help me on how to get
email notification when a ticket is escalated. I have tried
genericAgent, notification and preferences but to no avail.
But there is something I have noticed, Unlocktickets.pl is
missing in the bin directory.
What could be wrong, please help.
Regards
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