[otrs] Agent::Escalation Usage - Ticket escalation notification/e-mail
Anant Jain
I noticed this Notification in the "Agent Notification" screen of the
admin. Can someone help in using this?
The end goal is that I (OTRS manager/admin) should receive an e-mail
notification for any ticket escalation due to non action/updation by the
agents.
Thanks,
AJ
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Ugo Bellavance
> Hi,
>
> I noticed this Notification in the "Agent Notification" screen of the
> admin. Can someone help in using this?
> The end goal is that I (OTRS manager/admin) should receive an e-mail
> notification for any ticket escalation due to non action/updation by the
> agents.
If I have read correctly, the escalation process only sends notification
to the agents that would receive updates on the ticket.
You can look at the list archive for details.
Anant Jain
Thank you for your reply. I've not been able to get the notifications for
even the agents (I'm both owner and responsible for a few tickets which
show as escalated) associated with a ticket.
Could you point me to the thread in the archives? I've searched (both on
Google and specifically through the archives) but was unable to locate the
correct thread.
Thanks,
AJ
________________________________
The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.
Nils Leideck
A. simplest escalation notification:
Edit Kernel/Config/GenericAgent.pm
B. complex escalation notification:
1. create a new generic agent searching for escalated tickets and define some kind of marker for the found tickets
2. send event based notifications to defined recipients based on setting the marker
C. Buy a feature add-on for very granular escalation notifications
http://www.otrs.com/solutions/subscriptions/feature-add-ons/
On 23.09.2011, at 06:39, Anant Jain wrote:
> I've not been able to get the notifications for even the agents (I'm both owner and responsible for a few tickets which show as escalated) associated with a ticket.
>
> Could you point me to the thread in the archives? I've searched (both on Google and specifically through the archives) but was unable to locate the correct thread.
-- Cheers, Nils
http://webint.cryptonode.de / a Fractal project
Anant Jain
Just so that I'm sure, the built in escalation notification cannot be used?
This seems like a ... workaround?
AJ
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The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.
Nils Leideck
> A. simplest escalation notification: Edit Kernel/Config/GenericAgent.pm.
>
> B. complex escalation notification:
>
> 1. create a new generic agent searching for escalated tickets and define
> some kind of marker for the found tickets.
> 2. send event based notifications to defined recipients based on setting
> the marker.
These mechanisms ARE the built-in functions. Especially #A is built-in since many versions.
Additional features can be added by Feature AddOns :-)
On 23.09.2011, at 13:04, Anant Jain wrote:
> Just so that I'm sure, the built in escalation notification cannot be used?
> This seems like a ... workaround?
-- Cheers, Nils
Ugo Bellavance
> Hi Anant,
>
> A. simplest escalation notification:
>
> Edit Kernel/Config/GenericAgent.pm
You mean to simply uncomment the commented section regarding escalation
notification?
Ugo