Hi Brian,
On Thu, Jan 02, 2003 at 04:59:13PM -0500, Brian Palmer wrote:
> I'm looking at using OTRS for first line help desk use. It looks like it'll
> do a large part of what I want. However, one thing I'd like is a little
> more control over escalation. I'd like the option to outline in the queue
> definition what will happen when a ticket hits it's escalation time. What
> I'm trying to accomplish is to move it to a seperate queue, and then send an
> email to an admin defined email address. Anyone know of a way to do
> something like that? Is something like that going to be a possibility in an
> upcoming release?
I added something like that to the bin/GenericAgent.pl (CVS or 1.0).
-=> GenericAgent.pl looks in your system for escalation tickets and if the
bin/GenericAgent.pl
found one you can do some actions on it (move, set state, set owner, add note
and
execute a command line program (new!)).
Kernel/Config/GenericAgent.pm
[...]
# --
# [name of job] -> move all tickets from xyz to experts
# --
'move escalation ticket to experts and execute CMD' => {
# get all tickets with this properties
Queue => 'xyz',
Escalation => 1,
# new ticket properties
New => {
Queue => 'experts',
# your program (/path/to/your/program) will be executed like
# "/path/to/your/program $TicketNumber $TicketID" ARG[0] will
# be the ticket number and ARG[1] the ticket id
CMD => '/path/to/your/program',
},
},
# --
[...]
This should solve your problem! .)
> By the way, I'm running OTRS on an OpenBSD box and it's running perfectly
> fine.
Fine! :)
> Brian Palmer
Martin
--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--
nohl: 3:02pm up 73 days, 17:38, 5 users, load average: 0.27, 0.27, 0.10
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