ITSM dynamicfields (duedate,RepairStartTime,etc)

[gecelann]

Hi!

I just wanna ask how to work on ITSM dynamic fields such as due date, repair start time, decision date
and etc.

Is it the same process in pending reminder? where in there's a countdown of the time that you set in ITSM dynamic fields?
What's the use for it? what's the difference between ITSM dynamic field and in creating a simple dynamic field?
and can I automatically set the time in generic agent? where in I will add specific hour on a itsm dynamic fields?

is there any addon escalation for OTRS 5?

[wurzel]

Hi,

the ITSM Dynamic Fields are normal dynamic fields.
One exception:
ITSMImpact and ITSMCriticality --> they are used for the priority matrix

the due date and others are just information.


For the generic agents there is an add on
https://www.otrs.com/otrs-business-solu ... ric-agent/

there are two escalation add ons available
https://www.otrs.com/otrs-business-solu ... calations/
https://www.otrs.com/otrs-business-solu ... n-suspend/


there are several other providing add ons, see a list here
viewtopic.php?f=104&t=8247&p=89605&

Regards
Florian

viewtopic.php?f=104&t=8247&p=89605&