• Escalation doesnt work

    By Sebastian Almer 2 decades ago

    Hello,



    First of all, there is to say, that !!HELP!! is a great project.

    But i have little problems with the escalation of new tickets. If i run the agent manually, I get following error:

    "21.03.2006 10:00:55 : PROCESSNOTIFICATIONPROFILES: 91 on line 246: Object variable not set"

    And no Escalation E-Mail is processed. All other communication works fine (New Item via Mail, delegation of items, dispatching, etc). May you help me?



    Best regards, Sebastian Almer.

    • By Sebastian Almer 2 decades ago

      So, i got some more information: I debuged the Agent and found the error on the line

      "strSendForm = GetConfigDocByKey("sendMailonBehalfof"

      so I looked at the corresponding entry in my configuration. I've changed the sender from the installation-default to "support@it-informatik.de". I've tried "Support" too, but this didnt work either…

      How do i have to enter the information in there?

    • By Sebastian Almer 2 decades ago

      Think I've found the problem, but dunno, who to solve it



      ' Liste der Mailempfänger durchgehen

      Forall v In ConfigDoc.nFirstEscalationSendTo

      ' Get Language

      strLanguage = Ucase(Trim(Strtoken(Cstr(v),"|",2))) ' get user language

      ' GetTemplate

      Set TemplateDoc = GetTemplate ( strLanguage , strTemplateName )

      Set rtItem = TemplateDoc.GetFirstItem("Body")



      The string "strLanguage", so the GetTemplate-funtion doesnt return any documents. I Think it has to be "DE" to get the document classified for German. So no Mail-Template is found, which results in this behaviour. But in the Variant "v" contains only the Mail-Recipients and I dont't excactly know, who this String-Trim-Funtkion should return the correct language for the user. I even don't know, where i can tell the database, what user should use what language…

      I'll try the workaraound to set the String static to "DE".



      But If you can tell me where my DB is missconfigured, so tell me plz.



      Kind Regards, Sebastian Almer.

      • I'd bet ...

        By Ulrich Krause 2 decades ago

        that there is no language entry in the reipients field :-)



        i.e <> | DE