Escalation on tickets instead of queue

[sklim]

I'm using OTRS 3.1.19, and using the escalation features on the queue does not solve my problem of having dynamic escalation in individual tickets.

Users send email to the queue (queue has been defined with email accounts), as the OTRS queue pickup from mailbox it a new ticket and how do I assigned an escalation to this new ticket only in a queue. So every tickets in this queue has different escalation parameters.

How do I setup the escalation on individual tickets instead to a queue

[jojo]

via service + sla

[sklim]

Thank you for quick response.

I have read the blog OTRS on this topic header OTRS Tips & Tricks: Ticket Escalations Part Two – SLA Based Escalations

I had tried SlA + Service but this worked only for customer submit a new ticket via the customer web interface and select the SLA and service option for a new ticket.

Can this be possible for a new ticket generated from an email send to the queue's mailbox account.?

[jojo]

yes, via postmaster filter

[sklim]

Thank you for your reply

I have read the Admin 3.1 filtering incoming messages documentations, following the details instruction given.

Setup the Postmaster incoming message

Filter name : SLA

Stop after match : No

Filter Condition:

Header 1: Subject Value: SLA
Header 2: To Value: someone@email.com

Set Email Headers:

Header 1: X-OTRS-Queue Value: someoneQueueName
Header 2: X-OTRS-SLA Value: test SLA
Header 3: X-OTRS-Service Value: test service

SLA Agreement Setup

SLA: test SLA
Service: test service
Escalation - First response time (min) : 2
Escalation - Update time (min) : 5
Escalation - Solution time (min) : 10
Validity : valid

Results of the testing.

1. OTRS received the someone@email and assigned to the queue name SomeoneQueuename so the filter rule X-OTRS-Queue is working
2. X-OTRS-SLA and X-OTRS-Service filter rules are working