Pending reminder after 1 hour (Generic Agent)

[gecelann]

Hi!

Good day!
I would like to know if it is possible to send an after hour note to an agent?
for example.

Level 1 people- after 1 hour
Level 2 people- after 2 hours
Level 1 people and level 2 people - after 3 hours and so on.

Is it possible to create a notification within this kind of arrangement using pending reminder?
because for now I'm just using every 1 hour. but I need to determine if the ticket reached 1 or 2 or 3 hours.
So that we can send notification on the designated person because they don't want to receive all the notification, they just want
to receive the notification on the right level

Is it possible?
I have seen articles regarding the notification every 1 hour but for my case I need to determine if the ticket reached after 1 hour after 2 hours and after 3 hours and so on.

We need this notification because our customers want to have this according to the time of the ticket so that it can escalated to the right person per level. Please help me to figure this out.

[gecelann]

Up for this,

Please help me
What is the most efficient way for this reminder?

[wurzel]

Hi,

you can try to use Ticket Notification in combination with Generic Agent. For triggering times you can use "(last) change date more than x hour(s) ago."


I doubt you can reach your goal without additional (commercial) modules. For complex SLA/Escalation modells there is a Advanced Escalation Add on available. https://www.otrs.com/otrs-business-solu ... calations/

regards,
Florian