Hi, On 09.06.2010, at 16:51, Arthur de Pauw wrote:
> 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 :) > > 2010/6/9 Mike Lu 陆颖 (6186) <[email protected]>: >> 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? You should have a look at $OTRS_HOME/Kernel/Config/GenericAgent.pm This’ a config file example for sending escalation emails once per day per ticket per agent. It is executed by $OTRS_HOME/bin/GenericAgent.pl defined in a cronjob definition in $OTRS_HOME/var/cron/generic_agent Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant [email protected] [email protected] http://webint.cryptonode.de / a Fractal project
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