[otrs] Action when ticket with high priority is created

[Ugo Bellavance]

Hi,

I would like to know what would be the best way to be warned (receive an
e-mail message with specific text in it so that we can configure a level
1 message rule on our BlackBerrys) when a priority 5 ticket is created
in the system.

My idea is to use the first example on this page
(http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68) to move
priority 5 tickets from the "Raw" queue to queue "Alert". This way, we
can configure our blackberrys to that when we receive an e-mail message
with something like "has been move to the "Alert" queue", it is
considered as a level 1 message and our blackberry buzzes.

Using the GenericAgent might be better, but it can't run less than every
10 minutes.

Or maybe add the ticket priority to the e-mail notification when a
ticket is created in the Raw queue?

Any other ideas?

Thanks,

Ugo

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[Roy Kaldung]

On 7/29/11 5:21 PM, Ugo Bellavance wrote:
> Hi,
>
> I would like to know what would be the best way to be warned (receive an
> e-mail message with specific text in it so that we can configure a level
> 1 message rule on our BlackBerrys) when a priority 5 ticket is created
> in the system.
>
> My idea is to use the first example on this page
> (http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68) to move
> priority 5 tickets from the "Raw" queue to queue "Alert". This way, we
> can configure our blackberrys to that when we receive an e-mail message
> with something like "has been move to the "Alert" queue", it is
> considered as a level 1 message and our blackberry buzzes.
>
> Using the GenericAgent might be better, but it can't run less than every
> 10 minutes.
>
> Or maybe add the ticket priority to the e-mail notification when a
> ticket is created in the Raw queue?

Hi,

Try the notifications under Admin -> Ticket Settings -> Notifications
(Event) and the Event 'TicketPriorityUpdate'

hth,
Roy

--
Roy Kaldung

[Ugo Bellavance]

Le 2011-07-29 13:33, Roy Kaldung a écrit :
> On 7/29/11 5:21 PM, Ugo Bellavance wrote:
>> Hi,
>>
>> I would like to know what would be the best way to be warned (receive an
>> e-mail message with specific text in it so that we can configure a level
>> 1 message rule on our BlackBerrys) when a priority 5 ticket is created
>> in the system.
>>
>> My idea is to use the first example on this page
>> (http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68) to move
>> priority 5 tickets from the "Raw" queue to queue "Alert". This way, we
>> can configure our blackberrys to that when we receive an e-mail message
>> with something like "has been move to the "Alert" queue", it is
>> considered as a level 1 message and our blackberry buzzes.
>>
>> Using the GenericAgent might be better, but it can't run less than every
>> 10 minutes.
>>
>> Or maybe add the ticket priority to the e-mail notification when a
>> ticket is created in the Raw queue?
>
> Hi,
>
> Try the notifications under Admin -> Ticket Settings -> Notifications
> (Event) and the Event 'TicketPriorityUpdate'

Totally makes sense,

I'll test that.

Thanks,

Ugo