Escalation notification in OTRS

Question

Perl

Well, I just can’t understand why escalation notifications in OTRS don’t work for me - absolutely all other notifications come to everyone.
Who can help?

Answer 1

And you uncommented the lines in GenericAgent.pm, for example,

%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)

);

?

Answer 2

have OTRS jobs been added to cron?
what the team says

crontab -l -u otrs

or

crontab -l -u root

?