Hi Marco, We want to escalate the ticket in a particular queue which are get escalated due no response to the client w.r.t configurable time.
For example by default a ticket comes in queue Level-1 and if the user of Level-1 will not respond the ticket with in configurable time frame, it should get lock to the Level-1 user and automatically get escalated to the next level i.e. Levle-2.The Level -1 user should only get access to escalated ticket if it is unlocked or replied by Level-2 user. Can you guide me how we can achieve this with ITSM. I am using OTRS 2.4.5 + ITSM 1.2 + Windows 2003 Server. Regards Sourabh Sarwate On Mon, Jan 4, 2010 at 2:26 PM, Marco Vannini <[email protected]>wrote: > 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 it 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/ >> > > > --------------------------------------------------------------------- > 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, Sourabh Sarwate Mobile No : +91-9948894587
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