Hi there,
Is it possible to set up some sort of ticket reminders? I'm not referring to escalation warnings, but rather an email reminder telling all agents about tickets that have not yet been resolved.
There are warning notifications and escalation notifications, but what about after a ticket has escalated? Or what about tickets that have no escalation rules? It would help a lot to be able to email an agent telling them that there are unresolved tickets that they need to attend to - is there any functionality available for this?
Ticket Reminders
Moderator: crythias
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ferrosti
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Re: Ticket Reminders
One would either choose status "pending reminder" or one could set up a generic agent which would set certain tickets to pending.
openSuSE on ESX
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IT-Helpdesk: OTRS 3.0
Customer Service: OTRS 3.0 (upgraded from 2.3)
Customer Service (subsidiary): OTRS 3.0
+additional test and development systems
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crythias
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Re: Ticket Reminders
It appears that a Generic Agent that can make a change of some sort to a ticket can trigger a Notification (event) to email.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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