Dicriminate TICKET handling based on ticket create time

[massimobianchi]

Hello,
is it possibile to use different set of rules, based on ticket arrive time ?

Currently the Generic Agent only supports the check of last X minutes/days, and not an interval of recurring slots.

Back to real case: I need to handle in a special way every ticket created between 18pm and 8am, on saturday and sunday (off working hours).

Any idea, workaoround is wel come.

Kind regards,
Massimo

OTRS 3.1.19, ITSM 3.1, Mysql, centos 6.5

[crythias]

What do you want to happen with the after hour ticket?

[massimobianchi]

Hi,
ultimate goal is to send a custom notification to a specific external worker group, who is on-call.

With the filter on creation time, I though to put the incoming ticket in a specific queue, because on that queue I created a custom notification towards off-hour workers.

I could use the generic agent, but the notifications are sent as "OTRS Notification System", and I have to use custom sender. I already personalized the sender using a custom module (viewtopic.php?f=53&t=27016) since the destination worker classify the ticket based on sender.

Since I have to manage around 20 queues, there more automation available, the better.

[crythias]

The only way I can see this working is creating a TicketEvent (programming) module that reacts to ticket create, tests against the time, and sends a notification.

Otherwise, the easiest answer would be to make sure the off hours have the appropriate queues highlighted in their own My Queues and get all of the notifications.

[massimobianchi]

I Know.... but I'm looking at better ways, if possible.

Thanks anyway.