generic agent tests for some criteria (state new and older than x), then sets a priority or a state change (I'd go with state change), which is acted upon via Notification (event).
Within Generic Agent "Change Time" might be relevant. You have a "before" and "Last" entry. they count for time that has passed. It's awful english, but if I recall correctly, "before" means before the set time [ago] and "last" means after the set time delta [ago] Or, in other words, filter for "new" and "change time" before (greater than) (max time), then set new state "level2" then notification (event) on state change, alert level 2, 3 etc. On Tue, Feb 5, 2013 at 10:54 AM, Praneeth Katru <[email protected] > wrote: > Can you explain how to implement the second option i.e. GenericAgent + > priority change + notification (event) on priority change. > > > --------------------------------------------------------------------- > 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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