hi Sourabh, This could probably helps
ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png then I think that ITSM module could do a better job than GenericAgent but I not sure to have understood what you really need. BR MV On Mon, Jan 4, 2010 at 7:21 AM, Sourabh Sarwate <[email protected]>wrote: > Hi All, > > In our ticketing system we need to escalate the ticket after a particular > time to a different level or queue. I am aware about that if can be > achievable by using *GenericAgent job *by using some script or > program;But I have some doubt about the ticket > > 1) How the ticket get store in the OTRS. > 2) How OTRS ticket functionality work for the escalation w.r.t. time.( > from which tables it picks the time and other things for escalation.) > 3) What are the module I have to check for the ecalation. > > > -- > Regards, > Sourabh Sarwate > Mobile No : +91-9948894587 > > > --------------------------------------------------------------------- > 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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