Hi,
When using queue escalation times, it is possible to notificate to different agents depending on the escalation time ? for example, if first response escalation time of one hour has been reached notify all agents of the group associated to that queue and to agent A, but if 2 more hours have passed with no answer to the ticket then notify agent B (which would be like a manager).
I think it can be done with the generic agent but I would like to know if there is another way/share ideas, etc.
Thanks.
Ticket escalations, notificate to different agents by escalation times
Moderator: crythias
Ticket escalations, notificate to different agents by escalation times
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- Znuny wizard
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Re: Ticket escalations, notificate to different agents by escalation times
Hi,
1. Create 2 dynamic fields, i.e. - AgentEscTrigger and MgrEscTrigger
2. Create 2 Generic agent job to check escalation and to set the triggers
3. Create 2 notification on event TicketDynamicFieldUpdate_(TriggerName)
That's it))
1. Create 2 dynamic fields, i.e. - AgentEscTrigger and MgrEscTrigger
2. Create 2 Generic agent job to check escalation and to set the triggers
3. Create 2 notification on event TicketDynamicFieldUpdate_(TriggerName)
That's it))
Alexey Yusov
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Re: Ticket escalations, notificate to different agents by escalation times
Hi alexus,
Thanks for your answer, could you expand on the second point ? should the agent select tickets by for example escalation time, "ticket escalation time reached with the next xxx minutes" and then on update/add ticket attributes set the name of the dynamic field ?
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- Znuny wizard
- Posts: 380
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Re: Ticket escalations, notificate to different agents by escalation times
Yes, exactly!
Alexey Yusov
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
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Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
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