You could do this by setting up a generic agent job that runs every X minutes and looks for tickets that have reached the escalation time in the last Y minutes.
What you then do depends on your OTRS installation: you could move the ticket to another queue which might alert people, or you could set "review required" to some value. Or you could even run a script off that. Just a few thought, I'm sure prettier ways are possible :) bests arthur 2010/6/9 Mike Lu 陆颖 (6186) <[email protected]>: > Hi, > > Can I configure to send mail to notify my IT support members or the manager > of IT support team when a ticket escalated? > > And how? > > Mike Lu > > TEL: (86) 010-5860-2288 ext. 6186; FAX: (86) 010-6431-5872 > Website: www.elong.com; Reservation Hotline: 400-616-1616 > 3rd FL, Tower C, Xingke Plaza, 10 Middle Jiu Xian Qiao Road, Chaoyang > District, Beijing China 100016 > > > > --------------------------------------------------------------------- > 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/ > -- cheers, arthur --------------------------------------------------------------------- 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/
