Escalation email notifications

[vmgscot]

We have been getting to grips with OTRS recently as a possible enquiry handling system and fairly pleased with it's operation in our pilot test.
However, there is one facility we need that I am having trouble getting working.

When emails arrive they are being processed and parsed into appropriate queues fine and email notifications sent out to the queue members OK.
What we need to do is send a further email notification if no one picks up and handles the new ticket after a certain time.

I read in the forum that a job in the GenericAgent would do this but I am having trouble seeing how I get this action to work.

I can create a job in the GenericAgent that runs and selects tickets that are new/open and where an escalation has occured (escalation set on the queue) but how do I get this job to send notifications out to members of the queue. At this point the new ticket is still not assigned to any agent so the notification is to go to all members of the queue.

Any help appreciated. If I can crack this issue then OTRS will fit our needs.
Cheers
vmgscot

[crythias]

This is a guess, but in the admin section you might consider adding additional Status/State of Type Open:
1hour+
1day+
way2long

and also include these new States in these sections:
Config Options: Ticket -> Core::Ticket
Ticket::ViewableStateType:
State types for a ticket to display.
Ticket::UnlockStateType:
The states for unlocked tickets. You can unlock tickets with the script "bin/UnlockTickets.pl".

Then, when the generic agent updates the state, the Notification (Event) on TicketStateUpdate can be used to send the message.

[vmgscot]

Thanks for that help.
Reading your response I think I can see the obvious 'missing link'...I have not created a Notification (event) entry.
For our simple purposes, I can probably use the standard Priority field and up the level here to trigger an event (and then an email).
I will try that.

[kookaburra]

This is a guess, but in the admin section you might consider adding additional Status/State of Type Open:
1hour+
1day+
way2long

and also include these new States in these sections:
Config Options: Ticket -> Core::Ticket
Ticket::ViewableStateType:
State types for a ticket to display.
Ticket::UnlockStateType:
The states for unlocked tickets. You can unlock tickets with the script "bin/UnlockTickets.pl".

Then, when the generic agent updates the state, the Notification (Event) on TicketStateUpdate can be used to send the message.

I worked on your suggestion and it worked!
One question: if the generic agent runs and according to its custom rule the status changes from "1day+" to "1day+" i.e. the same status, will the notification event be fired?

[crythias]

This is an old thread, and while my initial view may have worked, I believe escalations are more appropriate to handle this question. Set them up either in the queue or on the SLA.

You should also verify that the cron is running.
http://forums.otrs.org/viewtopic.php?f=61&t=8430
https://www.google.com/search?q=site:fo ... tification