Ticket Notification after 24hours

[ovr]

Hello Everybody,

I am trying to configure OTRS on having a notification sent to a specific user in case a ticket is untouched for 24h.

I am having some issue on figuring this out.

Does someone have a link or a good tutorial on how to do this ?

thank you very much !

[skullz]

1. Use SLA Update time. however, this will sent notification in every configured time (24h) if ticket not updated.

OR

If you looking for one time only,

1. Create dynamic field (dropdown/checkbox) for the purpose to tag the ticket.

2. Create Generic Agent
- using Automatic execution (time based)
- Ticket filter by state, queue, etc
- Ticket filter by last changed time (within the last 1 days ?)

- Ticket action , update dynamic field as per no 1

3. Ticket notification
- event based will be TicketDynamicFieldIpdate_** (as per no 1)

4. Good luck

[ovr]

Thank you very much skullz.

So i need to create an SLA and a Ticket Notification am i correct ?

And if so, which field in SLA should I input the minutes ? Is it in "Escalation - first response time" ?

To give a more concrete example , what i am looking for specifically is this:

New Ticket untouched: 24hours send email to specific person, 48 hours send to another person
Ticket is in pending state: 24hours send email to specific person

And if a "pending close" ticket is in the same state for 72 hours it will close automatically.

Thank you for the help, and i apologize for all the questions.

Best regards,

[skullz]

Thank you very much skullz.

So i need to create an SLA and a Ticket Notification am i correct ?

And if so, which field in SLA should I input the minutes ? Is it in "Escalation - first response time" ?

To give a more concrete example , what i am looking for specifically is this:

New Ticket untouched: 24hours send email to specific person, 48 hours send to another person
Ticket is in pending state: 24hours send email to specific person

And if a "pending close" ticket is in the same state for 72 hours it will close automatically.

Thank you for the help, and i apologize for all the questions.

Best regards,

What I can suggest here is by using SLA

- First Response Time - if agent didnt respond to the customer in configured time (24 hour) , ticket will escalate via notification

- Solution Time - if agent dint close or solve the ticket in configured time (48h), ticket will escalate via notification.

For the notification, you can check default escalation notification and play around with the event (escalation response start time / escalation solution start timer) or receiver.

Good luck