Nuno Ranito
Tue, 09 Feb 2010 05:07:49 -0800
DAvid How did you implement this one?
* Note Added (when a note is added as a note-external, that gets e-mailed to the customer) 2010/2/9 David Holder <david.hol...@gmail.com> > 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/ >> > > > --------------------------------------------------------------------- > 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/ > -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nran...@neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium.
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