Response, solution time e-mail notification

[musso]

Hello,

I have question about some "advance" configuration. I need the OTRS/ITSM to send e-mail notification to our service manager in case of for example 60% of response and solution time are reached.
In /index.pl?Action=AdminSLA is parameter "notify by", but it notify only on dashboard.

Any idea how to do this?

Using OTRS 2.4.7., ITSM 2.0.2

Thanks in advance, Musso

[jaysacco]

I'm running OTRS 2.4.7. Edit <OTRS installation directory>\OTRS\Kernel\Config\GenericAgent.pm

Uncomment out the send escalation notification code. When you're done it should look like this:

# -----------------------------------------------------------------------
# config options
# -----------------------------------------------------------------------
%Jobs = (

# [name of job] -> send escalation notifications
'send escalation notifications' => {
Escalation => 1,
# new ticket properties
New => {
Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)

);
# -----------------------------------------------------------------------
# end of config options
# -----------------------------------------------------------------------
1;

[chetannagaonkar]

By doing this setting, OTRS will send escalation mails to all agents in that group, correct? Do we have control on the content of the escalation email? I am presuming that in this case no GenericAgents/additional notifications need to be written, right?

Thanks.
Best Regards
Chetan

[chetannagaonkar]

Hello All,

I was able to do the necessary changes and I can see the escalation mails being sent. However, they are being sent only for response time. What do I need to do so that escalation mails are sent when tickets are not closed on time?

Best Regards
Chetan

[crythias]

You might use Generic agent to change something, like state (add a new state of "Overdue" of type "open") or priority, based upon Escalation Solution Time Reached (I don't know... last 10 minutes?) and do a Notification (Event) on state change to Overdue.

The above is pure guess, but I *think* Escalation Time Reached is a calculation based upon the time the ticket was submitted.

[chetannagaonkar]

Thank you, Crythias. I was able to set escalations as per standard process. A quick question. I cleared off all the data before going Live and then everything seems to be working correctly. The escalations that were being tested earlier still seem to send escalation mails daily. Is there any file/folder that I need to clear it too. I had cleared only relevant tables from database while going Live.

Chetan

[crythias]

probably you'll want to check your generic agents?

[chetannagaonkar]

Thanks, Crythias. I had set generic agents but had also removed them too. Not sure if the escalation script puts all the escalation mail in some location to send mails. In this case, probably since the ticket was deleted at database level without closing, would that be a problem? In that case do you know where that file would be where I can clean the info only about this ticket pls?

Chetan