Send mail Notification after 1 hour of escalation

[abhijeet]

Hi There,

I want to configure mail notification to group of agents after one hour of escalation. Please help me with this. How i can accomplish this.

[RStraub]

You want to send the mail "Hey, look at this ticket, it escalated 1 hour ago" ?

Sorry, I don't see the use case for this. You CAN configure a warning BEFORE a ticket escalates though...

[abhijeet]

Actually this is like second level escalation but i want to send only mail notification instead of creating all level queues and move that ticket from one level queue to another using generic agent.

Is it possible to configure such way. any how.?

Thanks.

[RStraub]

I guess you could use a generic agent which runs every 1 hour and searches for tickets that escalated in the last hour.

[crythias]

Normally my suggestion would use generic agent to change a field and run an event notification on that change.

[abhijeet]

Hello crythias,

Even if i go with your option i am not having much expertise in configuring generic agent which will change some field after one hour of escalation.

Can you give me an example generic agent code or something which will change any field like priority or state after one hour of escalation. I will then configure event notification.

Thanks

[abhijeet]

Please Help with Generic agent example which will run after one hour of escalation.

[crythias]

I really think you should look at the generic agent interface and find out more about what it can and cannot do -- for yourself. In my opinion, the existing documentation, the existing interface, and appropriate testing should get you where you want to be.

If you don't understand the concepts presented, please read the furnished manual or search the forums.

[abhijeet]

Thank you crythias,

I am doing the same. Let see.

[abhijeet]

Hey Hi,

As per your suggestion i have created a generic agent who checks all tickets which is escalated within last 10 minute and update their priority. But now i am facing some issues in event based notification. I have created event based notification on event TicketPriorityUpdate, Its working fine when i choose recipient as customer or owner agent but its not working for individual agent or specific group.

Do i have to make some setting to send notification to individual agent or group.

thanks.