Authomatic Reminder ticket to email

[sebastianl]

Hi all,
my name is Sebastian. I wonder if it's possible to OTRS send me a notification to my e-mail with a reminder of a ticket that has been created and has X minutes without being supported.
Thanks in advance and regards,
sebastian.

[crythias]

May not be "automatic", but you can accomplish this from a Generic Agent.

[Francois]

Hi,

You sure can activate Notification when changes are initiated by the Generic Agent. Problem is notifications are sent to both Requester and Agent, you can not choose only one of them. I would have appreciated being able to pick one or both, since some changes do not always justify informing the requester.

Francois

[sebastianl]

All,
Thank you so much. I've already solved with GenericAgent.
Best regards.

[Chebotko]

Hello. I see You subject http://forums.otrs.org/viewtopic.php?f=53&t=5056
And i have question: How are You doing this by GenericAgent ?
For eample:
1. You have expired ticket (by SLA time resolve = -13 min)
2. You created new state: "Expired" and new state type "Expired"
3. You created new notification "ExpiredNotification": If TicketStateUpdate on state: "expired" then send notification to agents, clients, customers: "Your ticket Nxxxx is expired"
Question:
4. How You can create task by GenericAgent for automatic change state of ticket from "open" at "expired" for working notification "ExpiredNotification"

[sebastianl]

Hello. I see You subject http://forums.otrs.org/viewtopic.php?f=53&t=5056
And i have question: How are You doing this by GenericAgent ?
For eample:
1. You have expired ticket (by SLA time resolve = -13 min)
2. You created new state: "Expired" and new state type "Expired"
3. You created new notification "ExpiredNotification": If TicketStateUpdate on state: "expired" then send notification to agents, clients, customers: "Your ticket Nxxxx is expired"
Question:
4. How You can create task by GenericAgent for automatic change state of ticket from "open" at "expired" for working notification "ExpiredNotification"

Hi,
I think you can do this:
1.- Go to Edit your Notification in the Admin>GenericAgent panel.
2.- In the Job-list select edit your "ExpiredNotification" event.
3.- In the parameters there is section labeled as "State" which describes the actual state of the ticket, so, all the tickets with this coincidence will be updated. In this section you can select "open"
4.- Scroll down until a black section labeled "New State", this describes the new status of the ticket. Here you can select "expired".
5.- Save your changes.
6.- OTRS will tell you how many tickets will be affected with this process. Like this:
"X Tickets affected! Do you really want to use this job?" Then you can see if some tickets are included in the process.
Hope it's useful.

[Chebotko]

Hello. Thank You for Your attention.
True. I can create job: "change open state at expire state" for all openned tickets.
But How I can do it by criteria: "time of resolve is expired" i means the time of resolve is negative.
Time of resolve I can define by SLA feature (escalated tickets).

[sebastianl]

Hi,
Maybe you can do it with the parameters of the GenericAgent. There's an option to filter the tickets in PENDING TIMES and ESCALATION TIMES.