Hello, Aysel. >From my point of view your scenario is best addressed by OTRS::ITSM add-on. It uses ticket free time fields for tracking 1st response, update and resolution times.
When you need to send additional emails on tickets reaching these milestones, I would use genericAgent for this. You will need to figure out which fields are used to track times, and do searches on them and issue your emails. Regards, Anton. 2009/1/9 Aysel Pamuk <[email protected]> > Hello, > > I would like to send e-mail notification. My scenario is like this: > > > > First response time : 10mins > > Update time : 15 minutes > > Solution time : 40 minutes > > > > If no response is sent, escalation e-mail should be sent as soon as first > response time exceeds. In this scenario, 10mins later, an e-mail should be > sent. > > Noone replied or updated and time passed 16 mins, that means update time > exceeded. Another escalation massage should be sent. > > After 41 minutes, noone did nothing, new escalation message should be > sent. > > In my system, only one escalation message is sent. How can I manage to send > e-mail for each escalation. > > > > Regards, > > Aysel Pamuk > > _______________________________________________ > 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 >
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