David Holder
Tue, 09 Feb 2010 03:34:25 -0800
Hi Manish, You can use configuration settings for the queue in conjunction with a generic agent to accomplish this. I haven't done it myself, but it should give you a start.
The information for this can be found here : http://doc.otrs.org/2.3/en/html/x1519.html Let us know how you get on. Regards, David On Tue, Feb 9, 2010 at 11:10 AM, manish ramteke <manish.s.ramt...@gmail.com>wrote: > Hi David, > > Thanks for guidance.I have a situation wherein if a particular ticket has > crossed the threshold time of resolving, > event based notification should be sent to management for escalation. > > What I would like to know is how would I associate this escalation > notification with the ticket. > How to configure the ticket so that escalation notification will be > triggered. > > > > > On Tue, Feb 9, 2010 at 4:31 PM, David Holder <david.hol...@gmail.com>wrote: > >> Hi Manish, >> >> What are you trying to notify? >> >> There are essentially two groups of notifications in OTRS, First of all >> are automatic responses. So, for example, when mails are put in a specific >> queue the following notifications can be configured to despatch: >> >> * default reply (after new ticket has been created) (auto reply) >> * default reject (after follow up and rejected of a closed ticket) (auto >> reject) >> * default follow up (after a ticket follow up has been added) (auto follow >> up) >> * default reject/new ticket created (after closed follow up with new >> ticket creation) (auto reply/new ticket) >> >> The second group is event based notifications, which allow you to send out >> notifications based on a specific specification. For me I have the above >> auto notifications selected and a few custom event based notifications: >> >> * Ticket Assigned >> * Ticket Closed >> * Note Added (when a note is added as a note-external, that gets e-mailed >> to the customer) >> >> If you can tell us what kind of notification you wish to flag up, we can >> help you implement the type and specification of it. >> >> Thanks, >> >> On Tue, Feb 9, 2010 at 5:23 AM, manish ramteke < >> manish.s.ramt...@gmail.com> wrote: >> >>> Hi, >>> >>> Please let me know how to use notifications in OTRS.2.4.5 >>> >>> Regards, >>> Manish Ramteke >>> >>> >>> >>> >>> --------------------------------------------------------------------- >>> 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 >>> >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> http://www.otrs.com/en/support/enterprise-subscription/ >>> >> >> >> --------------------------------------------------------------------- >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > > > Regards, > Manish Ramteke > > > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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