Re: OTRS 5 - Queue ticket escalations
Florian Edlhuber <[email protected]>
| Newsgroups | gmane.comp.otrs.user |
|---|---|
| Organization | edlhuber.net |
| Message-ID | <[email protected]> |
Hi, 18.04.2017 15:04 - Henry Combrinck schrieb: > (...) > The manual only refers to doing this to get escalations going, however > this is not working for me, the escalation usually works fine :) > and I see the intertubes sprinkled with references to setting up a > GenericAgent.pm to handle this as well (am I correct in assuming > this is for older versions of OTRS?). Correct. GenericAgent.pm triggers escalation events in previous versions of OTRS. > Is it necessary to use a GenericAgent.pm to action escalations? No. > If all that is required is the Queue setup in Admin for escalations, > how can I debug this to figure out what is failing? You only can check ticket history (+logs) to see what is happening. The escalation on a queue refers to all tickets in this queue. You might check if the Escalation Rebuild Index Job (it is a Dameon Job) is running. AFAIK this checks (and calculates) escalation times. For more complex scenarios you might want to use commercial add ons. -- Florian --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs