Progressive notifications

[jsosa]

Hi everyone,

I am new to this forum asking for help even though I've been reading it for a couple years now, thank you all for sharing your experience and knowledge!

I've been using OTRS since v3.3 and now we have jumped into v5. Within this upgrade a new requirement has come and will really appreciate any help on this:

The need is to enable some progressive notifications based on time elapsed since the ticket was created. I know there are some notifications that can be configured under each queue, however this capability does not satisfy 100% the requirement, which follows:

- 1st notification: If the ticket hasn't been updated 15 minutes after its creation.
- 2nd notification: If the ticket hasn't been closed 1 hour after its creation.
- 3rd notification: If the ticket hasn't been closed 2 hours after its creation.
- 4th notification: If the ticket hasn't been closed 4 hours after its creation.
- 5th notification: If the ticket hasn't been closed 6 hours after its creation.

I know i can handle the 1st and 2nd notification under the queue "Escalation - First Response time" and "Escalation - Solution Time" respectively. However I still need to address the 3rd, 4th and 5th notification.

I assume using Generic Agent may do the trick but it runs in a 10 minute interval and also haven't been able to identify which filter field to use to make this happen.

As already mentioned before I will really appreciate any help provided.

Thanks in advance,